BUSINESS PROCESS

LECTURE PLAN:
Business process
Types
Importance of business process
Methodological basis:
Michael Hammer and James Champy “Reengineering the Corporation”
John Jeston and Johan Nelis “Business Process Management”
Susan Page “The Power of business process”

BASIC SCHEME
REQUEST FOR SERVICE
MAKING PROCESS
SERVICE DELIVERY

BUSINESS PROCESS
IT’S EVERYTHING WE DO!
IT’S HOW WE DO WHAT WE DO!
Is comprised of all the activities necessary to provide the appropriate business outcomes in response to the triggering business goal.
Transforms inputs of all types into outputs, according to guidance (policies, standards, procedures, rules etc.) employing reusable resources of all types.
Contains activities which usually cross functions and often organizational units.
Has performance indicators for which measurable objectives can be set and actual performance evaluated.
Delivers a product or service to an external stakeholder or another internal process.
Usually connects to other processes.

TYPES OF BUSINESS PROCESS
Core business process are linked directly to external customer and their values.
Support business process (guiding process and etc).

Take Order
Prepare Order
Schedule Delivery
Deliver Order
Close Transaction
Serve Customer
Great Customer
WHAT
WHAT
HOW
WHO
Workflow
Provide
Take-out/Delivery Service
Server
Server
Chief & Staff
Server
Driver
Core Business Process
Sub-Process (Activity)
Task/Steps
(specifically related to an individual
Recipe
Get utensils ready
Preheat oven
Combine ingredients. Place in cooking dish,
place in oven…...

WHY PROCESS IS SO IMPORTANT?
Business Differentiation
- Competitive Advantage
- The question is not whether
to change, but
how to change
Financial Pressures
- Reduced Costs
- Increased Output
- Consistent Quality
Technology
- Directly supports processes
- Naturally cross functional and
organizational boundaries