Solved by verified expert:Model the following prescription fulfillment process. Use subprocesses where required, and nest them appropriately: (Hint- there are 4 subprocesses: Receive Prescription, Enter and Check Prescription,…., ….. . Also, you will need temporal events and error events in a subprocess). Customers drop off their prescriptions either in the drive-through counter or in the frontcounter of the pharmacy. Customers can request that their prescription be filled immediately.In this case, they have to wait between 15 minutes and one hour depending on the currentworkload. Most customers are not willing to wait that long, so they opt to nominate a pickuptime at a later point during the day. Generally, customers drop their prescriptions in themorning before going to work (or at lunchtime) and they come back to pick up the drugsafter work, typically between 5pm and 6pm.When dropping their prescription, a technicianasks the customer for the pick-up time and puts the prescription in a box labeled with thehour preceding the pick-up time. For example, if the customer asks to have the prescriptionbe ready at 5pm, the technician will drop it in the box with the label 4pm (there is one boxfor each hour of the day).Every hour, one of the pharmacy technicians picks up the prescriptions due to be filled in thecurrent hour. The technician then enters the details of each prescription (e.g. doctor details,patient details and medication details) into the pharmacy system. As soon as the details ofa prescription are entered, the pharmacy system performs an automated check called DrugUtilization Review (DUR). This check is meant to determine if the prescription containsany drugs that may be incompatible with other drugs that had been dispensed to the samecustomer in the past, or drugs that may be inappropriate for the customer taking into accountthe customer data maintained in the system (e.g. age).Any alarms raised during the automated DUR are reviewed by a pharmacist who performs amore thorough check. In some cases, the pharmacist even has to call the doctor who issuedthe prescription in order to confirm it.After the DUR, the system performs an insurance check in order to determine whetherthe customer’s insurance policy will pay for part or for the whole cost of the drugs. Inmost cases, the output of this check is that the insurance company would pay for a certainpercentage of the costs, while the customer has to pay for the remaining part (also calledthe co-payment). The rules for determining how much the insurance company will pay andhow much the customer has to pay are very complicated. Every insurance company hasdifferent rules. In some cases, the insurance policy does not cover one or several drugs in aprescription, but the drug in question can be replaced by another drug that is covered by theinsurance policy. When such cases are detected, the pharmacist generally calls the doctorand/or the patient to determine if it is possible to perform the drug replacement.Once the prescription passes the insurance check, it is assigned to a technician who collectsthe drugs from the shelves and puts them in a bag with the prescription stapled to it. Afterthe
technician has filled a given prescription, the bag is passed to the
pharmacist who double-checks that the prescription has been filled
correctly. After this quality check, thepharmacist seals the bag and puts it in the pick-up area. When a customer arrives to pick upa prescription, a technician retrieves the prescription and asks the customer for payment incase the drugs in the prescription are not (fully) covered by the customer’s insurance.Lecture 4:Consider the pharmacy prescription fulfillment process described
above. Identify the steps in this process and classify them into
value-adding, business value-adding, and non value-adding.
lecture3.pptx
lecture4_qualitativeanalysis.pptx
Unformatted Attachment Preview
Business Process Management
Lecture 3 – Process Modeling II
1
Business Process
Lifecycle
1. Introduction
2. Process Identification
3. Essential Process Modeling
4. Advanced Process Modeling
5. Process Discovery
6. Qualitative Process Analysis
7. Quantitative Process Analysis
8. Process Redesign
9. Process Automation
10. Process Intelligence
BPMN Main Elements – Recap
Flow Objects
Activity
Connections
Message
Association
Gateway
Event
Flow
Artifacts
Pool
Pools & lanes
Lane
Data
Object
Data
Store
BPMN Gateways
Exclusive (XOR)
Parallel (AND)
Inclusive (OR)
• Exclusive decision
take one branch
• Exclusive merge
Proceed when one
branch has
completed
• Parallel split
take all branches
• Parallel join
proceed when all
incoming
branches have
completed
• Inclusive decision
take one or
several branches
depending on
conditions
• Inclusive merge
proceed when all
active incoming
branches have
completed
Exercise: critique the following model
http://tinyurl.com/nnnfgd5
Anything wrong with this model?
Is this better?
IdentifyingAcquire
sub-processes
raw materials
Ship
9 and invoice
Expanded…
Sub-processes
• An activity in a process can invoke a separate subprocess
• Use this feature to:
1. Decompose large models into smaller ones, making them easier
to understand and maintain
Guideline: Multi-level modeling
• Level 1: value chain
• Simple linear description of the phases of the process
• No gateways
• Each activity chain is a sub-process
• Level 2+: expand each activity in the value chain,
add incrementally the following:
•
•
•
•
Decisions, handoffs (lanes, pools)
Parallel gateways, different types of events
Data objects & data stores
And as much detail as you need, and no more
Guideline: Multi-level modeling (cont.)
• At each level, decompose according to:
• Logical milestones towards achieving the outcome of the process
• Major objects used in the process
• Decompose until processes are of “reasonable” size
• e.g. up to 20 nodes (tasks+events+gateways) per model
Value chain with sub-processes
Purchase
Request
Purchase
Order
Approval
Goods
Receipt
Invoice
Verification
Consider resubmission
Purchase Request process
rejected
Check purchase
request for 1st
approval
Purchase Request
approved
rejected
Check purchase
request for 2nd
approval
approved
Send approved
request to requestor
Purchase Order process
Make copy of
purchase request
Approved Purchase Request
Forward to purchase
department
Fragment of SCOR’s process hierarchy
Level 3
Process
Inquity and
Quote
Receive and
Validate
Order
…
Receive
Order
Level 4
Enter Order
Credit
Available?
Level 5
Access Credit
Record
Check Credit
…
Clear Order
Contact
customer
account rep.
…
APICS SCOR framework: http://www.apics.org/
Side Note: non-BPMN value chain
notation
(e.g. Signavio, ARIS)
Collapsed
process model
Sub-processes
• An activity in a process can invoke a separate subprocess
• Use this feature to:
1. Decompose large models into smaller ones, making them easier
to understand and maintain
2. Share common fragments across multiple processes
Shared sub-process
Sub-processes
• An activity in a process can invoke a separate subprocess
• Use this feature to:
1. Decompose large models into smaller ones, making them easier
to understand and maintain
2. Share common fragments across multiple processes
3. Delimit parts of a process that can be:
• Repeated
• Interrupted
Structured repetition
Block-structured repetition: Activity loop
Activity loop markers allow us to state that a task or a
sub-process may be repeated multiple times
Task
Loop
Sub-process
Loop
21
More on rework and repetition
XOR-join: entry point
XOR-split: exit point
Structured
cycle (SESE
component)
22
Example: block-structured repetition
Completion
condition
Until Response is approved
Assign
Ministerial
Enquiry
Finalise
Ministerial
Response
Investigate
Ministerial
Enquiry
Ministerial
Enquiry
received
Ministerial
Enquiry
finilized
Prepare
Ministerial
Response
Review
Ministerial
Response
Enquiry
investigated
Response
reviewed
Must have a
decision activity
23
Exercise
After a claim is registered, it is examined by a claims officer.
The claims officer writes a “settlement recommendation”. This
recommendation is checked by a senior claims officer who may
mark the claim as “OK” or “Not OK”. If the claim is marked as
“Not OK”, it is sent back to the claims officer and the
examination is repeated. If the claim is marked as “OK”, the
claims officer notifies the settlement to the customer.
Parallel repetition: multi-instance activity
The multi-instance activity provides a mechanism to
indicate that an activity is executed multiple times
concurrently
Multi-Instance
Task
Multi-Instance
Sub-process
Useful when the same activity needs to be executed for multiple
entities or data items, such as:
• Request quotes from multiple suppliers
• Check the availability for each line item in an order separately
• Send and gather questionnaires from multiple witnesses in the context of an
insurance claim
25
Example:
multi-instance activity
Procurement
In procurement, typically a quote is to be obtained
from all preferred suppliers (assumption: five
preferred suppliers exist). After all quotes are
received, they are evaluated and the best quote is
selected. A corresponding purchase order is then
placed.
26
Solution:
without multi-instance activity
Procurement
Obtain Quote
from Supplier A
Obtain Quote
from Supplier B
…
Obtain Quote
from Supplier C
Select best
quote
Obtain Quote
from Supplier D
Obtain Quote
from Supplier E
27
Place PO
…
Solution:
with multi-instance activity
Procurement
For each supplier
…
Obtain Quote
Select best
quote
28
cardinality
Place PO
…
Exercise
Motor insurance claim lodgement
After a car accident, a statement is sought from the
witnesses that were present, in order to lodge the
insurance claim. As soon as the first two statements
are received, the claim can be lodged to the insurance
company without waiting for the other statements.
29
Events
Events
In BPMN, events model something instantaneous
happening during the execution of a process
Types of event:
• Start
• Intermediate
• End
31
BPMN event types
Start
Intermediate
End
Untyped Event – Indicates that an instance of the
process is created (start) or completed (end),
without specifying the cause for creation/completion
Start Message Event – Indicates that an instance
of the process is created when a message is
received
End Message Event – Indicates that an instance of
the process is completed when a message is sent
Intermediate Message Event – Indicates that an
event is expected to occur during the process. The
event is triggered when a message is received or
sent
32
Catching
Comparison with sending/receiving tasks
=
Receive
invoice
=
Send invoice
=
Send invoice
≠
Receive
invoice
Invoice
received
Invoice
sent
Invoice
sent
Invoice
received
33
So, when
toevents
useonlywhat?
Use message
when the corresponding activity would simply
send or receive a message and do nothing else
34
Temporal events
Start
Intermediate
End
Start Timer Event – Indicates that an instance of the
process is created at certain date(s)/time(s), e.g. start
process at 6pm every Friday
Intermediate Timer Event – Triggered at certain date(s)/
time(s), or after a time interval has elapsed since the
moment the event is enabled (delay)
35
Example
PO handling
A Purchase Order (PO) handling process starts when a PO
is received. The PO is first registered. If the current date is
not a working day, the process waits until the following
working day before proceeding. Otherwise, an availability
check is performed and a PO response is sent back to the
customer.
Next working day
weekend/
holiday
Register PO
Check
Availability
weekday
PO
Received
Send PO
Response
PO
fulfilled
36
Recap: Message and Timer events
Start
Intermediate
Catching
Catching
Throwing
process
starts upon
message
received
message
received
during the
process
message
sent during
the process
process
starts when
time event
occurs
time event
occurred
(to model delay)
End
Throwing
process
ends upon
message
sent
37
Data-based vs. event-based
choices
• In an XOR-split gateway, one branch is chosen
based on expressions evaluated over available
data
Choice is made immediately when the gateway is
reached
• Sometimes, the choice must be delayed until
something happens
Choice is based on a “race between events”
• BPMN distinguishes between:
• Exclusive decision gateway (XOR-split)
• Event-based decision gateway
Choices
outside
our
control…
Stock replenishment
A restaurant chain submits a purchase order (PO) to
replenish its warehouses every Thursday. The
restaurant chain’s procurement system expects to
receive either a “PO Response” or an error message.
However, it may also happen that no response is
received at all due to system errors or due to delays in
handling the PO on the supplier’s side. If no response
is received by Friday afternoon or if an error message
is received, a purchasing officer at the restaurant
chain’s headquarters should be notified. Otherwise,
the PO Response is processed normally.
1
Event-based decision
With the XOR-split gateway, a branch is chosen based on
conditions that evaluate over available data
The choice can be made immediately after the token arrives
from the incoming flow
Sometimes, the choice must be delayed until an event happens
The choice is based on a “race” among events
Two types of XOR split:
data-driven
XOR-split
event-driven
XOR split
40
Solution:
event-driven XOR split
Stock replenishment
41
Exercise
In the context of a claim handling process, it is sometimes necessary to
send a questionnaire to the claimant to gather additional information. The
claimant is expected to return the questionnaire within five days. If no
response is received after five days, a reminder is sent to the claimant. If
after another five days there is still no response, another reminder is sent
and so on until the completed questionnaire is received.
Exception handling
Let’s extend our PO handling process
PO handling
A PO handling process starts when a PO is received. The
PO is first registered. If the current date is not a working
day, the process waits until the following working day
before proceeding. Otherwise, an availability check is
performed and a PO response is sent back to the
customer.
A PO change request may be received anytime after the PO is
registered. This request includes a change in quantity or line
items. When such a request is received, any processing related
to the PO must be stopped. The PO change request is then
registered. Thereafter, the process proceeds as it would do
after a normal PO is registered. Further, if the customer sends a
PO cancelation request after the PO registration, the PO
processing must be stopped and the cancelation request must
be handled.
44
Next working day
weekend/
holiday
Register PO
PO
Received
weekday
Check
Availability
Send PO
Response
PO
fulfilled
Abortion (terminate event)
Exceptions are events that deviate a process from its
“normal” course
The simplest form of exception is to notify that there is
an exception (negative outcome)
This can be done via the Terminate end event: it forces
the whole process to abort (“wipes off” all tokens left
behind, if any)
46
Example 1: terminate event
Signal the negative outcome…
47
Example 2: terminate event
Abort the process by removing all tokens…
48
Exception
handling
Handling exceptions often involves stopping a sub-process and performing a special
activity
Types of exceptions for an activity (task/sub-process) in BPMN:
External: something goes wrong outside the process, and
the execution of the current activity must be interrupted.
Handled with the Message event
Internal: something goes wrong inside an activity, whose
execution must thus be interrupted. Handled with the
Error event
All these events
are catching
intermediate
events.
themust
enclosing
Timeout:
an activity
takes
too They
longstop
and
be activity and
start an exception
handling Handled
routine.
interrupted.
with the Timer event
49
Let’s extend our PO handling process
Next working day
weekend/
holiday
Register PO
Check
Availability
weekday
PO
Received
Send PO
Response
PO
fulfilled
A PO change request may be received anytime after the PO is
registered. This request includes a change in quantity or line
items. When such a request is received, any processing related
to the PO must be stopped. The PO change request is then
registered. Thereafter, the process proceeds as it would do
after a normal PO is registered. Further, if the customer sends a
PO cancelation request after the PO registration, the PO
processing must be stopped and the cancelation request must
be handled.
50
Solution: exception handling
PO handling
Handle PO
Next workingNext
day working day
weekend/
holiday
weekend/
holiday
Register PO
PO
Received
weekday
weekday
Check
Availability
Check Send PO
Availability Response
PO
Registered
Send PO
Response
PO
fulfilled
PO Change
received
Register PO
Change
Response
sent
PO
fulfilled
PO Cancel
received
Handle PO
Cancelation
PO
canceled
8
Internal exception: error event
Start Intermediate
End
Error Event – Indicates an error: the end version generates an
error event while the catching intermediate version consumes it
when attached to the boundary of an activity
Must be attached to the
activity’s boundary
52
Example:
internal exception
PO handling
Consider again our “PO Handling process” example with
the following extension: if an item is not available, any
processing related to the PO must be stopped.
Thereafter, the client needs to be notified that the PO
cannot be further
processed.
Handle PO
Next working day
Next working day
weekend/
holiday
weekend/
holiday
Register PO
PO
Received
weekday
weekday
Check Send PO
Check
Availability Availability Response
PO
Registered
Send PO
Response
PO
fulfilled
PO Change
received
PO Cancel
received
Handle PO
Cancelation
Register PO
Change
PO
canceled
53
Response
sent
PO
fulfilled
Solution:
internal exception
PO handling
Throwing and catching
error events must have
the same label
Handle PO
Handle PO
Nextworking
working
day
Next
day
Items not
available
weekend/
weekend/
holiday
holiday
PO
Received
Received
Check
Check
Availability
Availability
weekday
weekday
Register
PO
Register PO
PO
PO
Registered
Registered
PO Change
received
Send POSend PO
Response
Response
Items
available
Response PO PO
Response
fulfilled
fulfilled
sentsent
Items not
available
PO Cancel
received
Handle PO
Cancelation
Register PO
Change
PO
canceled
Notification
sent
Must catch an error
event thrown from
within the same activity
54
Example:
activity timeout
Order-to-transportation
quote
Once a wholesale order has been confirmed, the
supplier transmits this order to the carrier for the
preparation of the transportation quote. In order to
prepare the quote, the carrier needs to compute the
route plan (including all track points that need to be
traversed during the travel) and estimate the trailer
usage.
By contract, wholesale orders have to be dispatched within
By
orders
haveThis
to implies
be dispatched
fourcontract,
days fromwholesale
the receipt of
the order.
that
within
four days from the receipt of the order. This
transportation quotes have to be prepared within 48 hours
implies that transportation quotes have to be
from
the receipt
of 48
the hours
order to
remain
theof
terms
prepared
within
from
thewithin
receipt
theof
the
contract.
order
to remain within the terms of the contract.
Solution:
activity timeout
Order-to-transportation
quote
Exercise
When a claim is received, it is registered. After registration,
the claim is classified leading to two possible outcomes:
simple or complex. If the claim is simple, the policy is
checked. For complex claims, both the policy and the
damage are checked independently.
A possible outcome of the policy check is that the
insurance is invalid. In this case, any processing is
cancelled and a letter is sent to the customer. In the case
of a complex claim, this implies that the damage checking
is cancelled if it has not yet been completed.
More on the PO handling example…
PO handling
Handle PO
Next working day
Items not
available
weekend/
holiday
weekday
Register PO
PO
Received
Check
Availability
Items
available
PO
Registered
PO Change PO Cancel
received
received
Register PO
Change
Send PO
Response
Response
sent
Items not
available
Handle PO
Cancelation
PO
canceled
Notification
sent
The customer may send a request for address change
after the PO registration. When such a request is
received, it is just registered, without further action.
58
PO
fulfilled
Non-interrupting boundary events
Sometimes we may need to trigger an activity in parallel
to the normal flow, i.e. without interrupting the normal
flow.
This can be achieved by using non-interrupting boundary
events
Must be attached to
the activity’s boundary
59
Solution: non-interrupting
boundary
events
PO handling
Handle PO
Next working day
Items not
available
weekend/
holiday
weekday
Register PO
PO
Received
Check
Availability
Items
available
PO
Registered
PO Change PO Cancel
received
received
Register PO
Change
Send PO
Response
Response
sent
Address
change
received
Items not
available
Handle PO
Cancelation
PO
canceled
Notification
sent
Update
customer
address
Customer
address
updated
60
PO
fulfilled
Summary
• In this lecture we have learned about:
•
•
•
•
•
•
BPMN sub-processes
Repetition markers: loop marker and parallel multi-instance marker
Events: timer, message and error events
Event-based choice gateway
Boundary events: interrupting and non-interrupting
Error events (throw and catch)
And once I’ve got a model, what’s next?
Process analysis techniques:
•
•
•
•
•
Added-value and waste analysis
Root-cause analysis
Flow Analysis
Queuing Analysis
Process Simulation
Lecture 4 – Qualitative
Process Analysis
1
Process Analysis
Process
identification
Process
Process architecture
architecture
Conformance
Conformance and
and
performance
performance insights
insights
Process
discovery
As-is
As-is process
process
model
model
Process
monitoring and
controlling
Process
analysis
Executable
Executable
process
process
model
model
Process
implementation
Insights
Insights on
on
weaknesses
weaknesses and
and
their
their impact
impact
To-be
To-be process
process
model
model
Process
redesign
Process Analysis Techniques
Qualitative analysis
•
•
•
•
Value-Added & Waste Analysis
Root-Cause Analysis
Pareto Analysis
Issue Register
Quantitative Analysis
Qualitative analysis
Value-Added
& Waste
Analysis
Root-Cause
Analysis
Issue
Register &
Pareto
Charts
Value-added analysis
• Decorticate the process into steps
• Steps performed before a task
• The task itself, possibly decomposed into smaller steps
• Steps performed after a task, in preparation for the next task
• Classify each step
• Value-adding (VA)
• Business value-adding (BVA)
• Non-value-adding (NVA)
Value-adding activities
• Produces value or satisfaction to the customer.
• Criteria:
•
•
•
Is the customer willing to pay for this step?
Would the customer agree that this step is necessary to achieve their
goals?
If the step is removed, would the customer perceive that the end
product or service is less valuable?
• Examples:
•
•
Order-to-cash process: Confirm delivery date, Deliver products
University admission process: Assess application, Notify admission
outcome
6
Business value-adding activities
• Necessary or u …
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