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A Business Process Management (Bpm) Lifecycle Simulation

In: Computers and Technology

Submitted By feiyueer
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As we know, business processes are critical to success of companies. This Business Process Management (BPM) simulation game gives us a better understanding of how the effective BPM impacts the whole business operation system. Also, this game demonstrates how we should do to improve the business process to make it more interconnected, intelligent and sustainable. From this game, we can see how BPM allows me to alter critical business process that affect not only the profit and customer satisfaction but also the environmental factors. In this game, firstly, we are given a HEAT map. The HEAT map is a component-based model of the company. It presents three types of management activity performed: Direct activities, Control activities and Execute activities. Also it shows us many groups of related business activities. It is a graphical representation of data where the concentrations of questionable factors are represented by corresponding colors in the model. This model provides us the useful information to analyze the current operation of AFTER, and helps us find out which area we should focus on to improve the process management. Then, we are required to create “As-Is” process maps. In order to pick a model that best fit the company, we have to know what’s the need of the company, what’s the problem the company is facing now and then decide how to solve these problems by improve the “As-Is” process. There are four tasks in the process, which are “collect caller information”, “sent email sat survey”, “service AFTER call”, and “service NFLEX call”. The need of this company is an efficient process after the merger. Therefore after the first step “collect caller information”, we should separate the call to the two different companies, AFTER or NFLEX. After that we should do the customer survey. During the next part of this game, we participate in the “Collaborative Meeting” for the purpose of process enhancement. There are many experts from different departments in this meeting, like Thomas, the senior IT architect, Mike, the After, Inc. CEO and Liang, the director of customer service and call center operations. They discussed the problems exciting in the process, which include the high cost and low profitability. As they said, the current model is not very efficient, because sometimes the call takers spend lots of time on simple questions. It is an expensive waste of skills. Toward these problems, participants share their opinions and thoughts. They provide some creative method that can improve the efficiency of the process, such as queue all calls based on required skill levels, add the partner service to the service register, and build a flexibility infrastructure. My character in this meeting has a good opportunity to listen to the voices from different parts of the company, have a big picture of the problem and then have a clear thought of how to enhance the current process. From my respect, I realize the importance of interconnection in the company. Company should create such kind of meeting to enhance the communication of people from different parts of the company. Besides, I find that the implement of an effective process involves the efforts of all the departments. They are an integral and they should communicate, support and collaborate to guarantee the whole process work well. In the nerve center, we face many challenges. We have to consider the cost, revenue attribute and also the impact on environment. In the first model, we need to handle the issue without damaging the customer’s satisfaction level or increasing the average call time, and at the same time we need to control the cost. When we simulate our model, we find that the customer may be happy but we take a long time to answer these calls. In the second model, we need to better handle the relation between the average call time and the projected revenue. We can easily reach the target of the average call time, but we still cannot achieve the goal of projected revenue. In the last model, we have to make a balance between carbon footprint and average call cost. We want overall carbon footprint low, but still keep customer satisfy high. Our simulation seems not good enough to maintain a sustainable development. To improve our result of the simulation, we firstly try to find out what the problem of our current simulation, and then find the possible reason. Sometimes we do not fully use the available resource, like the external partner, and under this situation, we modify our process by considering these important resources. After finding the reasons, we try to solve the problem and improve the simulation. The simulation replicated the BPM process well. Firstly, in the simulation, we need to create a model that meet the need of the company. During the process, we need to talk with the expert, participate the collaboration meeting, listen to different opinions about the model and revise the model that most fit the company. Then we have to go to different department to assemble the relevant and useful data, including the finance data, accounting data, HR data and IT data. By using these data, we can simulate our model and also see whether the result achieve our goal. When we satisfy with the result, we deploy our solution and see how the deployment has affected the business ecosystem. We manage the difference resources of the company to maximize the benefits of the enterprise. And we also get feedback on time, so that we can improve our model and optimize the management process. In managing business process, the software plays an essential role. Good software allows company to design customized applications that help track the flow of products and services. It also allows the user (involve all departments) to develop custom applications to support the current business processes. Absolutely, software has many advantages: 1) Speed. Using the software in managing business process, procedures can run at the ultimate speed. 2) Efficiency: because the software works automatically, it can complete the process with high efficiency.3) Accuracy: Process can be managed insulating from human error.4) Monitoring: software can track all processes, measure items that fall outside established business guidelines and detect the potential problems in advance. Simulation is a useful tool for us to learn. In this case, simulation enables us to view the process in operation before we deploy it so we can optimize process cost, efficiency, and effectiveness. It also enables us to see if there are bottlenecks or queues building. Besides, it allows us to consider various options, so we can make a reasonable decision based on best business practices. Simulation gives us an opportunity to explore the knowledge, perform the experiment and understand a real system before we implement in the real world. As McKinsey consultants write in “Is Simulation Better than Experience?”, “Simulations can be better than experience because they compress time and remove extraneous details. Unlike life, simulations are optimized for learning.” Compared with other learn method, like reading book and listening to the lecture, simulation has some advantages. First, it has the lower cost. The only cost of simulation is the software and the hours to build the simulation. Second, it is easy to control the time. People can learn anytime they want and control the time of learning easily. Third, it is more practical. People can learn under an environment which closes to the real world. I completed this exercise with my classmate. During this learning process, we discussed the problems we faced in the simulation, communicated our thoughts and ideas and try to solve the problems together. I think we can better understand the task and perform the task more efficient when we learn in a small team.

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