Process Management 2600-ERSM1PM

1. Introduction to business process management
 Definition of business process, concept of the system, relationships between processes in systems
 Components of processes
 Effectiveness, efficiency, control and compliance in process management
 Fishbone (cause-and-effect) diagram
2. Basics of process analysis
 Process charts (operation, transportation, inspection, delay, store)
 Value added analysis
 History of process management concepts and approaches
 Capability Maturity Model
 Benchmarking
3. Analysis of business operations
 Value chain model and cost drivers (M.E. Porter)
 Outsourcing and offshoring
 Make-or-buy decisions and transaction costs
 Virtual organization
 Value chain analysis
4. Optimizing operations (1)
 Reorder Point System (ROP)
 Economic Order Quantity (EOQ)
 ABC method
 Value engineering
 Inventory-driven costs (IDCs)
 Supply chain management (SCM)
 “Triple A” supply chain – agile, adaptable and aligned
5. Optimizing operations (2)
 Material Requirements Planning (MRP and MRP2)
 Japanese manufacturing techniques: just-in-time (JiT), kanban, lean management, Total Quality Management (TQM)
 Six Sigma
 DMAIC methodology
 Quality management systems and environmental management systems
6. System dynamics
 Simple dependencies in fishbone diagram (Ishikawa) versus feedback loops
 System dynamics modeling (J.W. Forrester)
 Bullwhip effect and “beer game”
 Systemic interdependencies and consequences for organizations (P.M. Senge)
7. Business Process Reengineering (BPR) and Improvement
 Cost reductions, downsizing and automation versus reengineering of processes (M.M. Hammer, J. Champy)
 Process improvement
 Drawbacks and limitations of BPR
 Business Process Model and Notation (BPMN) process modelling
8. Final exam

(6) Processes and business strategy
• Benchmarking
• Value analysis
• Quality systems (TQM, ISO 9001)
• Ecological aspects of process management (optimization of energy consumption, reduction of CO2 emissions, ISO 14001 and EMAS)

(7) Business Process Reengineering
• Cost reductions, downsizing and automation versus re-engineering of processes (Hammer, Champy)
• Workflow improvements
• Drawbacks and limitations of BPR

(8) Knowledge work
• Knowledge work and knowledge workers
• Tacit knowledge (Polanyi)
• Codification and personalization of knowledge
• Challenges of automating knowledge work
• Non-standard activities and unstructured information
• Process versus project management

(9) Balanced scorecard and process control
• Balanced scorecard model (Kaplan, Norton)
• Relations between financial, customer, process and innovation-related metrics
• Key Performance Indicators (KPIs)
• Process improvements combined with cost reductions, better asset utilization, shorter cash-to-cash cycles

(10) Business process automation and use of IT systems
• Process modeling terminology and symbols
• Use of software ARIS Express
• Automation of workflows by IT systems

(11) Written exam

(12) Analytical techniques for team assignments
• Business analysis fundamentals
• Planning for analysis – stakeholders, requirements elicitation and prioritization
• Techniques proposed by “The Business Analysis Body of Knowledge®” (BABOK® by IIBA)

(13) Analytical techniques for team assignments
• Discussion of practical tools and techniques to be used by teams in assignment projects

(14) Presentation techniques for team assignments
• Discussion of practical tools and techniques to be used by teams while preparing final reports and presentations

(15) Final presentations of team assignments