BUSINESS

PROCESS
ANALYSIS

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 Business Process
− Process is a defined set of activities or
behaviours performed by humans or machines
to achieve one or more goal
− Triggered by specific events and have one or
more outcome that may result in the termination
of the process or a handoff to another process
− Composed of a collection of interrelated tasks or
activities which solve a particular issue
− End-to-end work which delivers value to
customers - end-to-end involves crossing any
functional boundaries
 What is BPA?

 A three-fold method of gathering information--

 describes the “as is” (current) process;
defines the “should be” process, and models
the “can be” process
 BPA enables “reengineering” of processes to
manage change and promote effective
teamwork.
 Definition (cont’d)

 A business process that describes the day-to-

day activities and job duties an employee
performs. (Job duties = processes)
 A business process is a picture of workflow
with a beginning, middle and end.
 Work often crosses over departments. BPA
requires cooperation and a willingness to
assess the ownership of duties/tasks.
Common Business Processes in
Higher Ed.
 EXAMPLES:
 Admit students and maintain student
records;
 Hire and pay personnel;
 Buy and pay for goods and services,
Processes may be subdivided into
functional parts.
How might we subdivide hire and pay
personnel?
 Sample HR/Payroll Process
 Hire Employee
 Process Paperwork
 Pay Employee
Reasons to Use BPA

 Elimination of activities that do not add

value;
 Simplification of tasks and activities;
 Integration of jobs or job groups;
 Automation of task and activities
(technology).
Questions to Evaluate the Need
to Use BPA

1. How well does the process work?

2. Are there redundant steps that don’t
add value?
3. Are better results needed?
4. Can the same or better results be
achieved through change or
modification?
Points for Evaluation
 Are there back-and-forth flows?
 Are there functions with only one activity or
step?
 Are there highly repeated tasks?
 Are there activities or steps not in proximity?
 Are decisions being made at the inappropriate
time or place?
 Are there non-value-added steps that can be
eliminated or minimized?
 Are the correct functions involved in the
process?
Process Points (Failure points)
 Future Steps

 Continue to refine workflow through

 Elimination of tasks/activities
 Simplification of tasks/activities
 Integration of process parts
 Automation of process parts
Questions to Ask. . .?, (cont’d)

5. What are the overall goals of redefining

the process?

Decrease work Better efficiency

Decrease cost Manage and promote
change
Effectiveness all of the above
 Steps in the BPA Method
(Twelve Step Program)
 Name the process;
 Define the process terms;
 Establish process boundaries;
 Identify process actors (who does what);
 Identify the process owner;
 Identify (stakeholders) who is being
affected by the process;
 Steps in BPA . . .(cont’d)
 Describe tasks associated with process
 Describe decisions associated with the
task(s)
 Cross reference (check)
 Arrange tasks in order of importance
 Establish measures and identify additional
related information
 Identify areas for improvement within the
institution (Are outcomes aligned with
goals?)
 Naming the Process

A process name identifies what the

process does. (Verb + Noun)

Stated as– “end-to-end” (end of one process to

the end of another process). Recruit student
aides to pay student aides.
 Defining Process Terms

 Identify the business objective of the

process (What is the goal of the
department/institution?)
 Clarify each term of the process (Who is the
target?)
 Establishing Boundaries

 Identify the beginning and end points of

the process (specific points)
 Identify the inputs
 Identify the end of the process
 Identify the outputs
 (Boundaries produce the first picture in
the workflow)
 Identifying Process Actors
(Stakeholders)
 These are all the individuals who are
involved in the activities of the process.

(Each one’s role will be a part of the final

workflow picture).
(What examples are there?)
Identifying the Process
Owners
Identify:
1. Who owns the process?
2. Who is responsible for its failure or
success?
3. Who is the key decision-maker?
4. Who allots the institution’s resources?

(Only one owner; the one whose job is on

the line if the work fails?)
 Describing Associated Tasks

 Create a list of all the tasks associated with

the process and who does each task.
 No order is necessary.
 List as many as possible. (Brainstorm)
 Definition of a Task

A “task” is defined as work done by one

person, such as changing an address or
updating benefit information.
 Identifying Who the Process
Impacts

The process stakeholder is someone who

is not a supplier, customer or owner, but
who stands to gain or lose as a result of
the process. (i.e., vice presidents)

(Depicted with a different graphic)

 Describe Decisions Made

 These are conditional tasks. The “What

if or who if.”
 Example:
If the applicant is internal . . . then . . .
If the employee applies for Blue Choice
Select . . . then .
 Cross Referencing

 Be sure all persons identified as process

actors are represented by a task.

 (Eliminate or change those incorrectly

identified.)
Arranging Tasks in Order

 Sequence tasks. (may use post-it notes.)

 Start at the identified beginning point and
progress to the end.
 Add any tasks or decisions missed.
 Establishing Measures and
Adding Information
Count the number of transactions, tasks, actors,
approvals, and percentage of tasks allotted to one
department or the other.
 Timeframes (length of time it takes to complete
the task).
 Impediments to success or flow of process
(persons or tasks performed, paperwork, etc.)
Establish Measures..(CONT’D)

4. Areas of needed improvement

(participants’ wish list)
5. Interfaces
6. Additional data needed from the
system (inputs, letters, etc.)
7. Critical functions to keep (functions to
retain in the current state)
 Identify Areas for Improvement
and Plan for Changes to the
Process
1. Steps in change process (list)
2. Resources needed or policy changes, etc.
3. Determine how the picture of the workflow
will appear.
Reference:

 Dr. Sherry D. Ralston

 Director, Human Resources and
 Alberta G. Lee, Associate Directo