2. e-business
se rvice design
scenario & storytelling
ta sk analysis
p rototyping
ervice qualit y & usability
s
busi ness process ation
bluepr int & visualiz
business pr ocess model
! compliance
service p roductivity &
bu siness model
value cha in & network l innovation
service & b usiness mode
6. Customer
actions online borrow ask for return
pre- document deadline document
reservation extension
line of interaction
Onstage
actions check & tack back
authorize document
access
line of visibility
Backstage
actions pick-up answer record return
document telephone &
confirm store document
line of internal interaction
Support
maintain maintain
processes reservation book
system inventory
7. Customer
actions online borrow ask for return
pre- document deadline document
reservation extension
line of interaction
Onstage
actions check & tack back
authorize document
access
line of visibility
Backstage
actions pick-up answer record return
document telephone &
confirm store document
line of internal interaction
Support
maintain maintain
processes reservation book
system inventory
8. ?
iness process
What’s a bus
a workflow ?
illustrations.fr
9. “ A business process is a collection of
activities that takes one or more
kinds of input and creates an output that
is of value to the customer.
”
Hammer & Champy
Reengineering the Corporation: A Manifesto for Business Revolution
10. “ Workflow is a term used to describe
the tasks, procedural steps, organizations
or people involved, required input and
output information, and tools needed
for each step in a business process.
”
SearchCIO.com
definitions
17. “ BPMN defines a diagram [...] tailored for
creating graphical models of
business process operations [...] a
network of graphical objects, which are
activities and the flow controls
that define their order of performance. ”
Stephen White, IBM
Introduction to BPMN
18. leave management
employee
not approved accepted
complete refused
complete
dream of leave
no
manager demande
leave validate approved?
de congé validate
application yes
no
director
décider accepted?
décider yes
19. what are the
main compon
of this mode ents
l?
rf.snoitartsulli
> see document
21. ACTIVITY
^ in BPMN
quot; a generic term for work that company performs
quot; can be atomic or compound
quot; produce output or results from input
22. leave management case
complete complete a leave application
examine the application, approve or
validate refuse, and forward to the final
decision-maker
make the final decision by approving or
decide
refusing
28. EVENT
^ in BPMN
quot; something that “happens” during the course of a process
quot; which affects the flow of the process and
quot; usually has a cause (trigger) or an impact (result)
29. leave management case
employee
not approved refused accepted
complete
dream of leave
manager
validate
director
decide
31. FLOW
^ in BPMN
quot; control used to show the order (the sequence)
that activities will be performed in a process
quot; can show the messages between activities
(or business entities) that send and receive them
32. leave management case
employee
not approved refused accepted
complete
dream of leave
manager
leave validate
application
director
decide
34. GATEWAY
^ in BPMN
quot; used to control the divergence and convergence of flow
quot; determines traditional decisions, as well as
the forking, merging, and joining of paths
35. leave management case
employee
not approved refused accepted
complete
dream of leave
no
manager leave
validate approved?
application yes
no
director accepted?
decide
yes
36. leave management
employee
case
COMPLETE not approved refused accepted
leave application
no
manager
VALIDATE approved?
yes
no
yes
director
DECIDE
accepted?
44. “ a management approach aiming at
Business process reengineering (BPR) is
improvements by means of elevating
efficiency and effectiveness of
the processes that exist within and
across organizations. ”
Hammer & Champy
Reengineering the Corporation: A Manifesto for Business Revolution
45. ^
BPR
according to
Hammer & C
hampy
deploy transversal processes
remove steps
use information technology
reduce number of actors
increase parallelism
limit controls
51. “ BPO is the process of hiring another
company to handle a business
process for you... Now it
encompasses a number of functions that
are considered quot;non-corequot; to the
primary business strategy.
”
SourcingMag
52. “ The expected turnover of the BPO
sector by March 2008 will be around US
$ 10.9 billion, with the industry
employing slightly over 700,000
employees. ”
NASSCOM BPO Newsline
55. “ Just-in-time is an inventory strategy
implemented to improve the return on
investment of a business by reducing in-
process inventory and its associated carrying
costs. In order to achieve JIT the process
must have signals of what is going on
elsewhere within the process. ”
wikipedia
56. do you know
the
Kanban conce
pt ?
rf.snoitartsulli
57. do you know
the
Kanban conce
pt ?
drawn by
Michel B
alme
rf.snoitartsulli
60. “ Lean production is an assembly-line manufacturing
methodology developed originally for Toyota [...] The goal
of lean production is described as to get
the right things to the right place
at the right time, while minimizing
waste and being open to change. ”
SearchCIO.com
definitions
61. “ Six Sigma is a business strategy that seeks to
identify and eliminate causes of
errors or defects or failures in business
processes by focusing on outputs that are
critical to customers. It is also a measure of
quality that strives for near elimination of
defects using statistical methods. ”
Jiju Antony
66. “ Certification to an ISO 9000 standard
does not guarantee any quality of end
products and services; rather, it certifies
that formalized business
processes are being applied. ”
international organization for standardization (ISO)
67. Is ISO 9000
similar to ser
vqual ?
different ?
why ?
rf.snoitartsulli
68. SERVQUAL
^ according to
Parasuraman
, Zeithaml, a
nd Berry
for assessing quality of service
based on measured gap between consumer
expectations and perceptions
is not ISO 9001 ...
71. maturity model CMM
http://www.clipartreview.com/_gallery/_pages/r_865.html
72. “ Capability Maturity Model® Integration
(CMMI) is a process improvement
approach that provides organizations
with the essential elements of effective
processes. ”
Software Engineering Institute, CMU
74. ERP
enterprise resource planning
From an order
to a bill, a delivery, …
sale
production buy
salary
Enterprise function-oriented
Function-oriented
process-oriented
Process-oriented
Resource
Planning
(ERP)
ERP
DB
DB DB DB
[Estier, 2001]
79. “ Customer relationship management
(CRM) is a term applied to processes
implemented by a company to handle its
contact with its customers. ”
Gartner
80. customer relationship
Sales force automation
Prevision, contacts, estimate, proposition, follow up …
Convert a visitor to a customer and keep the customer
SALES
Customer Base
SERVICE MARKETING
Call center, messaging, web … Initiative, campaign
Self-service from telemarketing to messaging
Pro-active, quality of service, … one-to-one marketing
81. build to order
acc ording to
Dell
Prevision
Planing of
stock
Process
Planing of Replenishment
capacity
Process
MRP
Order planning choice supplier
Order Order Planing of Availability stock
processing confirmation realization Scheduling
Process
Stock allocation
order of priorities Production & assembly
Scheduling
manufacturing
Scheduling De-stocking Planing Customer Process
distribution loading delivery service Distribution
[Kalakota, 2001]
86. EDI
electronic data interchange
Company A Company B
BUY selection, comparison, ... SALE before sale
order
Order Supply sale
delivery
Reception Delivery production & distribution
Payment invoice Invoicing after-sale
payment confirmation
Bank A Clearing Bank A
87. ECR
efficient customer response
retailer
Manufacturer VMI - DC retailer
VMI - DC retailer
VMI - DC retailer
3d - DC retailer
Manuf. - DC retailer retailer
retailer
DC = distribution center
[Maller, 2001]
95. business process
employee
COMPLETE not approved refused accepted
leave application
model
no
manager
VALIDATE approved?
yes
no
yes
director
DECIDE
accepted?
rev iew quot; activity
quot; actor
quot; event
quot; flow
quot; gateway
