Business Process Management Assignment: Analysing Case of Coaching Specialist

Question

Task

Business Process Management Assignment Tasks

Your work should include three parts.

Part 1: Level 2 Business Process Modelling (please note that all models and tables will be in appendix):

Model the current process using the Level 2 BPMN diagram(s). Correct, as needed, the Level 1 BPMN diagram(s) selected from one of your group members.

Correct the Level 1 AS-IS BPMN diagram(s) you drew in the previous assignment based on the feedback (You don't need to re-submit level 1 AS-IS models, but it is an important step before you transfer models to level 2).
Convert Level 1 AS-IS BPMN diagram(s) into Level 2 AS-IS BPMN diagrams.
Design new process(es) (TO-BE models) using BPM level 2 modelling which addresses the problems you have identified, and you suggest can feasibly be implemented. (A set of level 2 TO BE models should be in the report appendices).
All level 2 models should be labelled correctly in the model file (for example, a Bizagi file include all models).

Part 2: Business Process Improvement Recommendation

You are required to provide recommendations for the possible changes to the business process or to the way they are managed which you consider will add value to their business and why they are more efficient and effective compared with the existing model.

You should carefully read the diagrams and link them to the key issues and consider if there are possibilities to alter the diagrams based as a result of your recommendations for solving problems (for example, combine the tasks, reduce double handling…). If so, you should provide the new to-be process diagram(s). If not, then should indicate why they do not affect.

Part 3: Logical Automated Business Processing:

In the report part, you need to discuss if automation is one of the solutions for the current business process’problems/issues. You should include key advantages, disadvantages, challenges and limitations and how important it is to consider automation in the long-term business process improvement practices.

Answer

Executive summary
As discussed in this business process management assignment, the concept of business process management is being considered as the primary tool for the businesses for determining the issues and then introduces the required changes in the system. The automation of the primary business process is presently developing in companies for the simplification of the methods through which the business would be conducted. The automation of business procedures assists with gaining increased amount of customers as the customers are presently attracted to advanced functionalities of any business. The Coaching Specialist business is presently providing the services of assignment to the clients but there are some issues in the business that is not allowing the proper development of the business and grow in the markets. This report intends to analyse the issues being faced in the business and then suggest the proper recommendations for eliminating the issues and introduce the required efficiency in the business.

Introduction
The automation of business procedures assists with gaining increased amount of customers as the customers are presently attracted to advanced functionalities of any business. The Coaching Specialist business is presently providing the services of assignment to the clients but there are some issues in the business that is not allowing the proper development of the business and grow in the markets. This report intends to analyse the issues being faced in the business and then suggest the proper recommendations for eliminating the issues and introduce the required efficiency in the business. The analysis of the recognised solutions of the crucial issues of the business has been provided in this report. The appropriate recommendations of the methods by which the issues could be eliminated have been provided in this report. The summary of the holistic picture of the methods by which the problems have been approached have been provided in this report. The importance of automation in the business has been provided in this report. The limitations of the project are provided in this report that discusses all the aspects of the project that have not been improved. The detailed change management plan has been provided in this report that discusses how the changes would be managed in the organisation.

Discussion

Process models
Refer to appendix

As-Is process Model description

Activity/gateway type	Description
Process of making call	Client places call in the company for the assignment booking
Process of receiving call	Call is received by the receptionist for accepting the assignment
Check customer details	Checking of the customer details is being done for checking whether it is new customer or old
Receive details and additional details of client	Details of the client would be checked and then additional specifications of the client would be accepted
Assignment creation sub-process	The sub-process of the assignment creation is being done for creating the assignment of client
Confirmation of assignment creation	Coaching specialist is provided with the information about the assignment creation of the client
Gains request of assignment	Request is received by the coaching specialist
Searching database for coaches	Suitable coaches is being searched by the coaching specialist in the database
Check availability of coach	Notifications is provided based on the search done in the database by the coaching specialist
Exclusive gateway	The coach availability is being checked through the exclusive gateway
Client requested for specialist	Checking whether specialist coach has been requested by the client or not
Coach interview process	Coaches who would be hired as specialist are being interviewed in this sub-process
Check availability of coach	Notifications are being provided based on the availability of the specialist who would be hired in the organisation
Exclusive gateway	This particular gateway has been used to determine whether the specialist would be available or not. If the coaches are not available, then the recommendations would be provided to the scheduler, and if the specialist is not available, then the client would be notified for the cancellation of the booking
Gain assignment by Scheduler	The time slot would be checked by the scheduler when the assignment has been received
Check availability of time slot	Check whether the time slot would be available for the coaches to take on the coaching of the client
Exclusive gateway	This particular gateway has been used to determine whether the specialist would be available or not. If the time slot is not accessible, then booking would be sent to the coaching specialist for verifying the database again.
Approval of assignment	Assignment would be approved for the client
Gain assignment by verifier	The assignment would be provided to the verifier for ensuring that the client and the coach are agreeing on proceeding with the coaching
Contacting coach and client	Coach and client would be contacted for the verification of confirmation of the booking
Check if coach and client agree to proceed with coaching	Coach and client would be contacted for the verification of confirmation of the booking and checked whether both are agreeing to the coaching
Coaching process	When the confirmation has been received, then the coaching would be imitated.
Finish coaching	Coaching assignment would be finished by the coaches
Gain notice of finished assignment	Notification of the assignment completion would be received by the client relations officer who would verify the completion
Creation of invoice	Creation of invoice would be done for the assignment
Contacting coach and client for feedback	In order to gain the required feedback, the client and the coach would be contacted
Compiling report based on feedback	Report of the feedback is compiled when the feedback from both the coach and the client has been gained
Generate invoice for payment	Creation of the payment invoice would be done for determining the payment that has to be made
Make payment	When the invoice has been gained, the payment is made to the company for the completed assignment
Check if payment is successful	Checking of the successful payment is being done to determine whether the coaching would be completed or not
Exclusive gateway	Gateway has been used for checking the successful payment to determine whether the coaching would be completed or not
Send reminder for payment	When the payment is not successful, the clients are being provided with the reminder for the payment
Blacklist client	Blacklisting of the client would be done if the payment has not been made within the allocated time
Assignment complete	Confirmation of completion of assignment
Assignment creation sub-process
Receive call from client	Call of the client for assignment booking is received by the receptionist
Check customer details	Checking of the customer details is being done for checking whether it is new customer or old
Receive details and additional details of client	Details of the client would be checked and then additional specifications of the client would be accepted
Take assignment details	Specifications of the assignment is taken
Assignment creation for verification	Details of the assignment has been accepted and it would be processed for the verification
Payment sub-process
Receptionist receiving invoice of assignment	Invoice of the completed assignment would be received by the receptionist
Contact client for payment	Contacting the client would be done for making the payment of the assignment
Receiving debit card details	Debit card information of the client would be received
Preparing invoice for bank	Invoice would be developed that would be provided to the bank
Sending request to bank for payment	Invoice would be delivered to the bank for completing the payment
Confirmation of deposit	Notification of the confirmed deposit would be gained by the company from the bank
Payment confirmation	Confirmation of payment would be provided to the client

To-Be process model description

Activity/gateway type	Description
Process of making call	Client places call in the company for the assignment booking
Process of receiving call	Call is received by the receptionist for accepting the assignment
Check customer details	Checking of the customer details is being done for checking whether it is new customer or old
Receive details and additional details of client	Details of the client would be checked and then additional specifications of the client would be accepted
Assignment creation sub-process	The sub-process of the assignment creation is being done for creating the assignment of client
Confirmation of assignment creation	Coaching specialist is provided with the information about the assignment creation of the client
Gains request of assignment	Request is received by the coaching specialist
Searching database for coaches	Suitable coaches is being searched by the coaching specialist in the database
Check availability of coach	Notifications is provided based on the search done in the database by the coaching specialist
Exclusive gateway	The coach availability is being checked through the exclusive gateway
Client requested for specialist	Checking whether specialist coach has been requested by the client or not
Coach interview process	Coaches who would be hired as specialist are being interviewed in this sub-process
Check availability of coach	Notifications are being provided based on the availability of the specialist who would be hired in the organisation
Exclusive gateway	This particular gateway has been used to determine whether the specialist would be available or not. If the coaches are not available, then the recommendations would be provided to the scheduler, and if the specialist is not available, then the client would be notified for the cancellation of the booking
Gain assignment by Scheduler	The time slot would be checked by the scheduler when the assignment has been received
Check availability of time slot	Check whether the time slot would be available for the coaches to take on the coaching of the client
Exclusive gateway	This particular gateway has been used to determine whether the specialist would be available or not. If the time slot is not accessible, then booking would be sent to the coaching specialist for verifying the database again.
Approval of assignment	Assignment would be approved for the client
Gain assignment by verifier	The assignment would be provided to the verifier for ensuring that the client and the coach are agreeing on proceeding with the coaching
Contacting coach and client	Coach and client would be contacted for the verification of confirmation of the booking
Check if coach and client agree to proceed with coaching	Coach and client would be contacted for the verification of confirmation of the booking and checked whether both are agreeing to the coaching
Coaching process	When the confirmation has been received, then the coaching would be imitated.
Finish coaching	Coaching assignment would be finished by the coaches
Gain notice of finished assignment	Notification of the assignment completion would be received by the client relations officer who would verify the completion
Creation of invoice	Creation of invoice would be done for the assignment
Contacting coach and client for feedback	In order to gain the required feedback, the client and the coach would be contacted
Compiling report based on feedback	Report of the feedback is compiled when the feedback from both the coach and the client has been gained
Generate invoice for payment	Creation of the payment invoice would be done for determining the payment that has to be made
Make payment	When the invoice has been gained, the payment is made to the company for the completed assignment
Check if payment is successful	Checking of the successful payment is being done to determine whether the coaching would be completed or not
Exclusive gateway	Gateway has been used for checking the successful payment to determine whether the coaching would be completed or not
Send reminder for payment	When the payment is not successful, the clients are being provided with the reminder for the payment
Blacklist client	Blacklisting of the client would be done if the payment has not been made within the allocated time
Assignment complete	Confirmation of completion of assignment
Assignment creation sub-process
Receive call from client	Call of the client for assignment booking is received by the receptionist
Check customer details	Checking of the customer details is being done for checking whether it is new customer or old
Receive details and additional details of client	Details of the client would be checked and then additional specifications of the client would be accepted
Take assignment details	Specifications of the assignment is taken
Assignment creation for verification	Details of the assignment has been accepted and it would be processed for the verification
Payment sub-process
Receptionist receiving invoice of assignment	Invoice of the completed assignment would be received by the receptionist
Contact client for payment	Contacting the client would be done for making the payment of the assignment
Receiving debit card details	Debit card information of the client would be received
Preparing invoice for bank	Invoice would be developed that would be provided to the bank
Sending request to bank for payment	Invoice would be delivered to the bank for completing the payment
Confirmation of deposit	Notification of the confirmed deposit would be gained by the company from the bank
Payment confirmation	Confirmation of payment would be provided to the client

Analysis of recognised solution for key problems

Process bottleneck
The main issue that is being faced by the organisation in the present times is the lack of proper communication among the various departments of the business. It is not allowing the company to provide the customers with the improved processes and services. The departments that are responsible for handling the assignment procedure of the client are communicating without any common platform through which the information could be shared properly (Viriyasitavat et al. 2018). In the present times, the individual departments are communicating manually where the employees are being provided with the information to pass on to any department that is causing major errors as there are some issues with the manual conversation among the employees (Vom Brocke and Mendling 2018). The misleading of the departments is increasing due to the improper communication methods. The organisation is not able to provide the accurate details to the concerned departments who are responsible for accepting the assignment of the client and then provide the accurate coaching to the client based on the requirements. The staff could be organised to manage the new website that would be implemented in the organisation for accepting the assignments from the client.

Recommendations

Issues	Best practice	Application description	Advantages	Disadvantages
Communication problem	Activity automation	The implementation of the centralised website could be done in the organisation that would used commonly among the departments of the organisation	It would help in providing the common platform that would be used by the client and the employees for communicating. It would require two portals namely, the admin portal and the client portal. The client portal would only be accessed by the clients and the admin portal would be accessed by the various employees of the organisation (Zelt et al. 2019).	The technical knowledge of handling the website is required in the organisational employees. The implementation project could require increased amount of capital for making the project successful (Hitpass and Astudillo 2019).

From the above analysis of the issue and the recommendation, it could be determined that the implementation of the website should be done in the organisation which would help in eliminating the issues of communication in the organisation. The employees would be able to easily use the common platform from where the information would be easily transferred among the various departments (Levykin and ?hala 2018). It would be ensured by the new system that the organisational employees would be able to provide the improved services to the clients. The lean six sigma could be used as the methodology for improving the business conditions and introduce the new system (Malinova and Mendling 2018).

Summary of approach towards problems
The approach towards the solution of the issue has been done based on the analysis of the various other companies where the websites have helped the organisation to gain increased amount of service requests from the clients and it helps in developing the business and increased revenue would be gained by the business (Queiroz et al. 2020). If the recommendation of implementing the website is done in the organisation, the organisation would be able to provide the customers with the improved platform for easily booking the assignments. It would also improve the internal communications in the organisation that would now be done through the common platform.

Importance of automation
Automation is the future solution where the automation of the assignment handling is being done. It would help in improving the business process and eliminate the human interference in confirming the assignment booking (Klun and Trkman 2018). The employees of the organisational departments would be provided with the common automated platform for communicating and share the information (Mendling et al. 2018).

Limitations
The only aspect that has not been achieved in this project is introducing the payment module in the website that would be used by the clients for making the payments of the assignments that are being booked. It would be done manually by the receptionist.

Change management plan
The change management plan that is being suggested to the organisation is introducing the improved communication plan among the various stakeholders and the project team who would be responsible for introducing the new website in the organisation. The communication would be done regularly among the project team and the stakeholders to ensure that the support is being gained from the organisational stakeholders. The employees would be provided with the constant communication about what is being introduced in the new system that is being developed. It would help in ensuring that the employees are comfortable in using the new system when it has been implemented (Fischer et al. 2020).

Conclusion
Therefore, it conclusion could be determined from the above discussion that when considering the issue of the communication in the Coaching Specialist business, the introduction of the website would be most appropriate for eliminating this issue. The main issue that is being faced by the organisation in the present times is the lack of proper communication among the various departments of the business. It is not allowing the company to provide the customers with the improved processes and services. With the introduction of the website, the employees would be able to easily use the common platform from where the information would be easily transferred among the various departments. It would be ensured by the new system that the organisational employees would be able to provide the improved services to the clients.

References
Fischer, M., Imgrund, F., Janiesch, C. and Winkelmann, A., 2020. Strategy archetypes for digital transformation: Defining meta objectives using business process management. Information & Management, 57(5), p.103262.

Hitpass, B. and Astudillo, H., 2019. Industry 4.0 challenges for business process management and electronic-commerce. Journal of theoretical and applied electronic commerce research, 14(1), pp.I-III.

Klun, M. and Trkman, P., 2018. Business process management–at the crossroads. Business Process Management Journal.

Levykin, V. and ?hala, O., 2018. Development of a method for the probabilistic inference of sequences of a business process activities to support the business process management. ????????-??????????? ?????? ????????? ??????????, (5 (3)), pp.16-24.

Malinova, M. and Mendling, J., 2018. Identifying do’s and don’ts using the integrated business process management framework. Business Process Management Journal.

Mendling, J., Weber, I., Aalst, W.V.D., Brocke, J.V., Cabanillas, C., Daniel, F., Debois, S., Ciccio, C.D., Dumas, M., Dustdar, S. and Gal, A., 2018. Blockchains for business process management-challenges and opportunities. ACM Transactions on Management Information Systems (TMIS), 9(1), pp.1-16.

Queiroz, M.M., Wamba, S.F., Machado, M.C. and Telles, R., 2020. Smart production systems drivers for business process management improvement. Business Process Management Journal.

Viriyasitavat, W., Da Xu, L., Bi, Z. and Sapsomboon, A., 2018. Blockchain-based business process management (BPM) framework for service composition in industry 4.0. Journal of Intelligent Manufacturing, pp.1-12.

Vom Brocke, J. and Mendling, J., 2018. Business process management cases. Digital Innovation and Business Transformation in Practice. Berlin et al.: Springer.

Zelt, S., Recker, J., Schmiedel, T. and vom Brocke, J., 2019. A theory of contingent business process management. Business Process Management Journal.

Appendix

Issues	Best practice	Application description	Advantages	Disadvantages
Communication problem	Activity automation	The implementation of the centralised website could be done in the organisation that would used commonly among the departments of the organisation.	It would help in providing the common platform that would be used by the client and the employees for communicating. It would require two portals namely, the admin portal and the client portal. The client portal would only be accessed by the clients and the admin portal would be accessed by the various employees of the organisation.	The technical knowledge of handling the website is required in the organisational employees. The implementation project could require increased amount of capital for making the project successful.