Business Process Analysis Course

Introduction
Organisations are full of processes, not only manufacturing
processes but processes for purchasing, warehousing, handling
orders etc. These processes can involve moving and
manipulating data and information service industries! as
much as material manufacturing industries!. They can also
involve various departments and specialists in completing tas"s
and activities, ma"ing decisions, filling out forms, filing and
retrieving information. The processes can also involve comple#
parallel and serial activities interconnected and dependant on
tas"s being completed satisfactorily. $ery often these processes have evolved as the organisation
has grown, sometimes "eeping pace, sometimes overwhelmed by the sheer si%e of the
organisational growth. To solve growth problems & such as maintaining the throughput, 'uic" fi#
solutions may be used e.g. increasing the labour resource rather than improving or overhauling
the process. (ometimes this can )ust ma"e the situation worse. If it ta"es one man one day to dig
a hole & then one hundred men can dig the hole in one hundredth of the time & Oh I wish!.
In other words increasing the labour resource again will not necessarily result in 'uic"er
throughput. (ome )obs )ust cannot be done by more than one person. *ot only can processes be
very comple# and involved but they can also be very inefficient+ responsibility ownership can be
unclear. This is because it can be very difficult to understand, control and manage all the tas"s
involved in a process from start to finish.
Free copy of the book Quality Management (Tools & Techniques) by Geoff Vorley & Fred Tickle
proided for each course delegate!
Business Benefits
Customer focus - Customer focus in all that we do. The aim of customer focus being to
continually understand the customers' needs and expectations. Quality is judged by the customer
and the judgements the customer makes are: Value, Satisfaction and reference. !t is therefore
essential that delegates understand that the customer has:
o Trust and confidence in products and services
o ,ni'ue product&service combinations
o (ensitivity to customer and mar"et information
o -apid response to re'uirements
" "on#Value $dded $ctiities # The ob)ective with *on&$alue Added Activities is to identify and
eliminate those activities that do not contribute towards the customer re'uirements. .ith many
processes there can be activities which may be considered worthwhile but may not add any value
to the finished product or service.
" $n organisation proides its e%ternal customers through a small number of key processes!
Although there are many processes running in and through organisations there are only a few
possibly si#! which are "ey in delivering the organisation/s product or service.
o Bidding to .inning & 0n'uiry12uotation to Customer Order
o Product or (ervice delivery & Providing the product or service
o Product or (ervice 3evelopment & Product or (ervice Improvement
o (upplier 3evelopment & Improving the Performance of (uppliers
o Customer (upport & Technical or service support
o Invoice to Cash
These processes often provide 456 of a businesses turnover but only constitute
756 of their costs. The processes running through an organisation can be
comple#, cross functional and sometimes wasteful. This waste can manifest itself
in terms of8
o Cost to run the process number of transactions per employee!.
o The length of time to get from one end of the process to the other lead
time!.
o The 'uality of the service provided e.g. errors, response or delivery times.
3elegate 9earning Outcomes
The #usiness process $nalysis %#$& course 'ill address each of the abo(e areas and
pro(ide the delegates 'ith the tools and techni)ues to competently address each of these
issues. *nabling the delegates to:
o Apply the recogni%ed industry standard analysis techni'ue of business
modeling.
o Identify opportunities and problem areas within an e#isting business
environment.
o :odel and assess the impact of any proposed changes to a business
system.
o 3esign and document robust and reliable business systems, that meet the
needs of your users.
o Carry out the analysis and design to precisely the level of detail re'uired.