Part I: Objective: to identify process problems and apply BPMN to a specific situation
Consider the case of Jensen’s Gems, which is a business process consulting firm. They have one partner firm that can help them on projects when need. The executive BPM group at Jensen’s Gems feels that their process is ineffective and inefficient and would like you to consider fixing it. Here is their As-Is process.
When the project manager from Jensen’s Gems receives a service request from a customer, it will go through the following procedure:
The project manager and the project executive review the service request and log the service request for tracking purposes.
The resource manager will identify the qualified resources (consultants or technicians) based on skills and experience.
The resource manager will check the availability of qualified resources from the organization.
If resources are available then the project manager will create a work assignment and assign the staff to the request.
If resources are not available then the resource manager will contact their business partner to fill the request.
If the business partner is not able to fill the request, then the project manager will contact the customer to find out if they can wait for resources to become available.
If the customer can wait, then the project manager will schedule the work for a future assignment.
If customer cannot wait, then the project manager will escalate the request to the project executive to resolve the issue.
TO DO :
Submission Part I-A: Business Process Diagram
Draw a business process diagram of this process using BPMN. You need to use Events, Activities, Gateways, Sequence Flows, and Message Flows as described in the White “Introduction to BPMN” article. Use the BPMN version 2.0 notation from BPMN 2.0 by Example or BPMN 2.0 poster. (Do not follow the adapted notation used by Harmon in the textbook.)
You may need to use the notation for Exclusive Gateways and Parallel Gateways in this diagram.
Use the concept of a “black box pool” for the customer and partner. Use swimlanes in the main pool.