Professional Documents
Culture Documents
de procesos
• Order-to-cash
• Quote-to-order
• Procure-to-pay
• Issue-to-resolution
• Application-to-approval
Mi lavadora no funciona
Warranty?
Call Centre
Technician
Customer Customer
Parts
Service Store
Dispatch
VALUE
issue-to-resolution process
© Michael Rosemann
Ingredientes de un proceso de negocio
• Actividades
– Elementos activos
– Consumen tiempo y requiren recursos
– Cambian el estado
• Eventos
– Elementos pasivos
– Representan condiciones
– No consumen tiempo
Ingredientes de un proceso de negocio
• Objetos (o Datos)
– Físicos o electrónicos
– Ejemplos: orden de reparación, factura…
• Actores (o Recursos)
– Las entidades que realizan las actividades del proceso o generan
eventos
– Personas o sistemas
• Cliente
– Es el o los actores que consumen el resultado del proceso
Ingredientes de un proceso de negocio
Event
*
*
Positive Negative Decision
Outcome Outcome involves Point
gives
value to Legend
1..* * * consists of
Customer Actor Object is a
* zero, one or many
1..* one or many
• Indicadores de rendimiento
• Riesgos
• Políticas, reglas de conformidad
• Objetivos de negocio
Definiciones
Proceso de negocio
Es una colección de eventos, actividades y puntos de decisión interrelacionados
que involucran a varios actores y objetos y que de forma conjunta llevan a un
resultado que proporciona valor para al menos un cliente.
(Dumas et al. 2013)
capabilities
worker's
Prehistoric
pure generalist
times
Tecnologías de Proporciona
la Información
Valor de Negocio
Permite
Proporciona
Cambio
Proceso
Process
identification
Process
Process architecture
architecture
Conformance
Conformance and
and Process As-is
As-is process
process
performance insights
performance insights discovery model
model
Process
monitoring and Process
controlling analysis
Executable
Executable Insights
Insights on
on
process
process weaknesses
weaknesses and
and
model
model their impact
their impact
Process Process
implementation To-be
To-be process
process redesign
model
model
case type
notify ETA
Inbound
pre-arrival notify authorities
Planning
business function
reserve tow-boat
arrival
Inbound
stacking/handling
trans-shipment Handling
payment
Outbound Handling
infrastructure info
departure
notify ETD
delays caused by
committee
number of RFCs
per project
percentage of
corrective changes
from RFC
approved
Fase 3: Análisis del proceso “as is”
• Análisis cualitativo
– Análisis del valor añadido
– Análisis root-cause
– Issue documentation
• Análisis cuantitativo
– Análisis de flujo
– Análisis de colas
– Simulaciones de procesos
Fase 4: Rediseño del proceso (proceso “to be”)
Costs
Time
Flexibility
Quality
Fase 5: Implementación del proceso
Fase 6: Monitorización y control del proceso
Quién es quién en BPM
Fase de Fase de
designación evaluación
• Importancia
• Disfunción
• Viabilidad
Una arquitectura de procesos
Level 1
Process
landscape
Level 2
Level 3
Detailed Process Models
(e.g. BPMN)
Stakeholders
expectations Process specification Process products
Product
innovation Product
business function
sourcing sourcing
purchasing
order-to-pay
marketing
marketing
sales
operational sales order handling
Process X
Management Line X
Project X
Savings X X
Operations Loans X X
Checking X X
HRM X
ICT X
Support
Finance X
Marketing X
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk
management assessment X X X
Client risk
assessment X X X
Mortgage Selecting X X
brokering
Offering X X
Contracting X X X
Finance Payment X X X
Collection X X X
Product development X X
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk
management assessment X X X
Client risk
assessment X X X
Mortgage Selecting X X
brokering Gestión de hipotecas
Offering X X
Contracting X X X
Finance Payment X X X
Collection X X X
Product development X X
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk
management assessment Product
X Development
X and Assessment
X
Client risk
assessment X X X
Mortgage Selecting X X
brokering
Offering X Mortgage Application X
Contracting X X X
Finance Payment X X X
Collection X X X
Product development X
Product X
Development and Assessment
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk
management assessment Product
X Development
X and Assessment
X
Client risk
assessment X X X
Mortgage Selecting X X
brokering Mortgage Application
Offering X X
Contracting X X X
Finance Payment X X X
Collection X MortgageXCollection X
Product development X
Product X
Development and Assessment
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk
management assessment Product
X Development
X and Assessment
X
Client risk
assessment X X X
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk
management assessment Product
X Development
X and Assessment
X
Client risk
assessment X X X
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk Product Development and
management assessment X X PDXBE
Assessment NE
Client risk
assessment X X X
Mortgage
Mortgage Selecting Mortgage
X Application X
Application
brokering NE
Offering X BE
X
Contracting X X X
Finance Payment X MortgageXPayment X
Collection X MortgageXCollection X
Product development PDXNE PDXBE
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk Product Development and
management assessment X X PDXBE
Assessment NE
Client risk
assessment X X X
Mortgage
Mortgage Selecting Mortgage
X Application X
Application
brokering NE
Offering X BE
X
Contracting X X X
Finance Payment X MortgageXPayment X
Collection X MortgageXCollection X
Product development PDXNE PDXBE
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk Product Development and
management assessment X X PDXBE
Assessment NE
Client risk
assessment X X X
Mortgage
Mortgage Selecting Mortgage
X Application X
Application
brokering NE
Offering X BE
X
Contracting X X X
Finance Payment X MortgageXPayment X
Collection X MortgageXCollection X
Product development PDXNE PDXBE
Netherlands Belgium
Composite Simplex Composite Simplex
Risk Product risk Product Development and
management assessment X X PDXBE
Assessment NE
Client risk
assessment X X X
Composite Simplex
Mortgage
Mortgage Selecting Mortgage
X Mortgage X
Application
brokering Application Application
Offering X BE
X
NE NE
Contracting X X X
Finance Payment X MortgageXPayment X
Collection X MortgageXCollection X
Product development PDXNE PDXBE
• Proceso de negocio
• Gestión de procesos de negocio
• Ciclo de vida de los procesos de negocio
• Identificación de procesos
• Método para construir un process landscape
Fundamentals of Business Process Management