代做Business Process Management (BISM2203) Assignment 1- Process Modelling with BPMN帮做R编程

日期：2024-08-27 04:13

Business Process Management (BISM2203)

Assignment 1- Process Modelling with BPMN (Individual Assignment)

300 marks (30% of course grade)

Due dates

Milestone 1: Thursday 22/08/2024 14:00 (2:00PM, Brisbane time)

Milestone 2: Thursday 29/08/2024 14:00

Final submission: Friday 6/09/2024 14:00

Submission Type

•    Milestone 1: Submit an Excel document containing three worksheets (using assignment template)

•    Milestone 2: Submit a Word document.

•    Final submission: Submit the full BPMN process model in three file formats: a Signavio archive (SGX), a PDF, and a .bpmn file. Please note that all subprocesses must be included in the above files. Note: If elements of the overall process are missing due to missing subprocesses, marks will be deducted.

File Naming Format

All filenames must start with the format:

StudentNumber_LastName_A1Process (e.g., 1234356_Surname_A1Process).

Submission Method

•     Submit via the Blackboard Assignment 1 submission folder.

•    Ensure you receive a submission receipt.

•    Remember, this is an individual assignment. Assignment 2 is our only group assignment.

Background & your task

AI Solutions Co. is a leading technology firm specializing in developing artificial intelligence solutions for various industries. Recently, the company has been focusing on enhancing its customer support processes to improve client satisfaction and retention. The Managing Director (MD) has appointed Lisa Smith as the General Manager of Customer Experience (GM CX). One of the key responsibilities of this role is ensuring that customer support tickets are managed efficiently, issues are resolved promptly, and high customer satisfaction ratings are maintained.

With over 10 years of experience in the company, Lisa has a thorough understanding of AI Solutions Co.’s value chain. Her previous roles in Corporate Strategy and Project Management have equipped her with valuable insights into both upstream and downstream activities of customer support. Despite her extensive experience, Lisa is concerned about her familiarity with the current customer support process.

Lisa engages you, the Business Analyst, to review the existing documentation and notes from the previous GM CX. During a 90-minute kick-off meeting, you both identify some small amendments, resulting in a confirmed process walkthrough. Lisa seeks to visualize the process using BPMN to facilitate discussions with her team and the MD.

The process begins when the GM CX receives a notification from a client about an issue with one of AI Solutions Co.’s solutions. Notifications can come through various channels such as email, phone, chat, or the company’s support portal. The GM CX then creates an entry in the Support Management System (SMS) and performs an initial triage to classify the issue. Issues can be classified as critical, high, medium, or low priority. The SMS then generates an automated message to the client to inform. them of the details. The client then has 24 hours to reply with confirmation, or to make any request for change in the issue description.

If no response or confirmation is received from the client, then the Support Team will update the system by changing the issue status to idle, and if no response is received within two weeks, the Support Management System automatically closes the issue. Where a response is received from the client, GM CX identifies the ideal resource or resources for this issue, based on the criticality and specific requirements of the issue, and updates the SMS.

At the sametime as GM CX is identifying the ideal resource, if it is a critical issue, the SMS also notifies the MD who then activates their dashboard and monitors the issue resolution process to support the GM CX in the first few months of her new role. Critical issues are addressed by a Critical Issue Resolution Team, comprising the Support Engineer and the Support Manager. This team follows the steps for resolving High Priority & Complex issues as defined below, but instead of the Support Engineer conducting the activities, the Critical Issue Resolution Team conducts them asa small team, and within a shorter timeframe. 3 working days. Usually, the Critical Issue Resolution Team completes this work within the timeframe, but if the critical issue is not successfully resolved within 3 days, the Critical Issue Resolution Team informs the GM CX, who forwards it to a third-party software engineering company (SEC), contracted to resolve critical issues within an extra three working days. Any solutions prepared by the SEC are subject to further testing prior to implementation on the test computing environment, as defined for High Priority & Complex issues. All critical issues are resolved in one of these two ways, and  after the resolution passes testing, the GM CX informs the client of the resolution and updates the SMS of that communication.

For high priority issues, the Support Engineer drafts a proposed solution, and forms a Support Assessment Team, inviting the GM CX, Head of Engineering, QA Lead, and the Data Privacy Officer if personal data is involved, to a meeting, and updating the SMS. If this team identifies the issue as high priority and complex, then the QA Lead assesses the proposed solution provided by the Support Engineer during the  Support Assessment Meeting, checks the schedules and planned resources. These assessment actions are repeatedly done as part of the meeting in random order until the team is confident the quality of the solution is appropriate for resolving the issue. If the team identifies that the high priority and complex issue involves data anomalies, the Support Engineer then engages a third-party Data Analyst to review logs and system analytics and provide a root cause analysis. The turnaround for receiving the review from the Data Analyst is 5 days. If the review is not received within the timeframe, then the issue is escalated to Critical issue status, which will follow that process as already defined. Where a timely response is received from the third-party Data Analyst, the Support Engineer incorporates the insights into fixing the issue, following  the approach as agreed at the Support Assessment Team meeting. Once the fix is coded, for critical, or high priority & complex issues, the QA Lead verifies the fix through rigorous testing, and updates the SMS on details of the solution.

All medium-priority and low-priority issues follow the same steps, whereby: the Support Manager acknowledges receipt, reviews the issues, and discusses them with the assigned Support Engineer, updating the SMS accordingly. The Support Engineer then drafts a Resolution Plan, providing a high-level summary of how the issue will be addressed, and defining roles and responsibilities. The Support Manager then reviews and either confirms the Resolution Plan, in which case the Support Engineer then has one week to fix the issue, or if the Support Manager requires changes to the Resolution Plan, he will draft recommended changes for the Support Engineer to integrate into a new plan, which the Support Manager then reviews.

These steps can be iterated multiple times, until the Support Manager is happy with the proposed solution. To fix these types of issues, the Support Engineer implements the Resolution plan, and, once the fix is coded, conducts preliminary testing. Once the fix is tested, the Support Engineer implements it on the test computing environment, and updates the SMS, which then sends an automated message to the client requesting confirmation that the issue is resolved. Once the SMS receives the confirmation from the client, the Support Manager approves promotion of the fix to the production environment, and closes the issue, allowing the SMS to create a report which can then be used in the Resolution Close-out Meeting (RCoM) later. If the client does not approve the fix, and requests further investigation of the issue, then the SMS notifies the GM CX who forwards it to the third-party software engineering company for resolution, who will inform. the GM CX of the resolution in due course. Any solutions prepared by the SEC are subject to further testing prior to implementation on the test computing environment. At that point, the GM CX informs the client of the resolution and updates the outcome in the SMS. If the client does not respond, the SMS will send one reminder, and if no response is received within 1 further week, automatically changes the status of the issue to “closed” .

At any point before the issue is resolved, the client can cancel the issue ticket by sending a standard cancellation message to the SMS. Once such a message is received, the system then automatically set the status of the issue to “cancelled”, and automatically issues a “stop work” message to any resources currently working on it, and the Support Engineer reverses changes (if any) made to the test computing environment. An automated message is concurrently sent to the customer to confirm the cancellation.

Once an issue of any classification is resolved, and after updating the client, the SMS sends an automated feedback request to the client. Once the client feedback is received by the SMS, the Support Manager reviews this, and adds it to the list of issues to be reviewed by the Support Assessment Team. This team discusses the methods used, any efficiencies and improvement ideas that the Support Manager then analyses and adds into a Monthly Support Report to be reviewed by GM CX. GM CX then discusses concerns (if any) with the Support Manager and uploads the report plus the relevant client feedback into the SMS in any case. If no feedback is received from client, then a weekly reminder is sent to client until the feedback is received or 3 weeks have passed (in which case the SMS adds a “no-feedback” tag to that issue). Once a month, the MD conducts a Customer Experience Review Meeting to evaluate the effectiveness of the support process and identify which process improvements should be prioritised. It should be noted that where client feedback was received, it is discussed in this meeting and incorporated into future support strategies.

Guidance on your objectives

Lisa aims to ensure the process is clearly visualized to facilitate discussion and secure the necessary support from the MD. As such, she relies on you to document any assumptions and present them within the BPMN model.

The overall marking rubric is outlined on the final page. Marks are allocated not just for correct modelling of the scenario, but also for the pragmatic quality of the model (i.e. use of modelling guidelines, aesthetics, general ease of interpretation and maintenance for the model’s audience).

As such, please ensure your models are easy to read when printed at A3 size (consider your audience).

You will need to choose the appropriate level of detail (abstraction), and also avoid leaving excessive blank spaces in your model, which would result in your model being longer or wider than otherwise necessary.

(Signavio’s “create or remove free space” tool can help you tidy the model; don’t forget to tidy the messages too once you’ve optimised the space!)

Your final submission will not be considered complete unless all three files are submitted by the deadline.

Please read the requirements overleaf, and carefully comply with them!

Student Tasks (your deliverables)

Milestone 1 (M1) (total 50 marks)

Deadline: Thursday 22/08/2024 14:00

Note: No BPMN model is required for this milestone.

Tasks: Please download the Microsoft Excel template (Excel file) containing three worksheets and use the tables in worksheets to provide your answers, then save and submit the Excel for Milestone 1 (M1). The worksheets contain:

a.   Your understanding of all the actors / organisational artefacts in this process (i.e. lanes and pools. Please include both black and white box modelled pools).

i.      NB: if there are multiple entities within the same pool (i.e. lanes), please group them together in the table so that the structure is clear.

b.   Your understanding of one positive outcome, and one negative outcome of this process in the same Microsoft Excel template.

c.   Your understanding of all the events (start, intermediate and end as relevant), and activities in this process using the table in the worksheet that will be provided in the Excel spreadsheet.

i.      Please remember to use the same language (i.e. the same verbs and nouns) as in the process  walkthrough. If you don’t use the same language or convert it into BPMN-style labels using  those same nouns and verbs in the appropriate order, the customers and model users will not understand what you’re referring to and give you zero marks!

PDFs or other file formats are not permitted; please use only the Excel template as provided.

Milestone 2 (M2) (total 40 marks):

Deadline: Thursday 29/08/2024 14:00

Task: Please submit, this time using a Microsoft Word document – two different complex and more advanced BPMN constructs that are necessary to achieve high semantic and pragmatic quality in this process. Please also explain, in less than 200 words for each, why you have chosen those constructs as necessary to best model this process. (Please explain why you use it in this specific context.) You may use  a fragment of a BPMN model to help explain. Keep in mind that a complex and advanced BPMN construct is a set of BPMN symbols (constructs) that when combined, are more complex than any individual component. Listen attentively to Lecture 5 for further information on what is both complex and advanced/extended.

NB: you do not need to submit a full or complete BPMN model for this milestone.

Final submission | BPMN model (total 210 marks): Deadline: Friday 6/09/2024 14:00

Task: a full BPMN 2.0 As-is model of this process walkthrough, using the BPMN 2.0 norms constructs taught on this course.

1.  Please insert your name on the main Signavio model page, below the last pool i.e. on the model itself (in addition to the filename). Please use the StudentNumber_LastName format, and you can use the Text

Annotation tool under Artefacts in the Signavio Shapes menu. Your student number and surname must be visible on the mainpage of all files.

2. Please make sure that your final Blackboard submission includes THREE files, as shown in the image to the left:

• The SAP Signavio archive (SGX) file (select all files in your Signavio process explorer window before choosing this option).

• The .bpmn file from Signavio that contains your

model (select only the main process, then Export

BPMN 2.0 XML, and in the options, please ensure it includes any linked subprocesses (see image). NB:    Signavio only exports local subprocesses in this

way, not Global subprocesses, so be mindful of that when you model and export.

• The .pdf image file of ALL your process (including sub-processes, by selecting all relevant files in your Signavio process explorer window before choosing this option).