IAB320代写、Python/Java程序代做

日期：2023-10-20 11:45

Queensland University of Technology

School of Information Systems

IAB320 Business ProcessImprovement

Page 1 of 9

Assignment 2

Analysis of Business Processes

Aim:

The aim of the 2nd assignment is to get familiar with the analysis of business processes.

Objectives:

O1. Increase your awareness for the challenges related to business process redesign.

O2. Apply the principles of business process redesign.

O3. Use process redesign approaches to fix issues in business processes.

O4. Demonstrate knowledge of process redesign approaches.

O5. Complete redesign tasks independently and within groups.

O6. Appreciate the social and organisational impacts of Process Redesign projects and effectively.

O7. Communicate your findings to stakeholders.

O8. Work effectively in team leadership roles in team projects.

1 Key Information

Group size: at most 4 students

Deadline: 27 October 2023, 23:59 (AEST)

Suggested page limit: at most 25 pages (excluding Title page, abstract, table of content, references &

appendices)

Weight: 30%

Submission: One PDF file + .bpmn (redesigned process) file per group on Blackboard

Questions: contact the teaching team during the tutorials, support sessions or via email:

• Dr Rehan Syed ( r.syed@qut.edu.au)

• Rob McMullen (r2.mcmullen@qut.edu.au)

2 The Assignment

Working in groups of at most four (4) students, you are asked to redesign the Health Insurance Claims Handl

ing process of 360-Degree Insurance as described in Section 3 and verify if the redesign will be beneficial.

You should deploy the following techniques:

1. Heuristics Process Redesign

2. BPR principles

3. Queueing theory

4. Simulation

Moreover, you need to consolidate the change option in a PICK chart along the dimensions of impact and

cost.

Queensland University of Technology

School of Information Systems

IAB320 Business ProcessImprovement

Page 2 of 9

You need to produce a short report (not exceeding at most 25 pages (including everything) pages including

all figures), which includes the above items. An example report structure is shown in Section 4. See the

Marking Criteria in Section 5 for how we'll grade your assignment.

2.1 Handing-in

Please first register your group on Blackboard, and then submit the report as one PDF on Blackboard. Put

the names and student numbers of all students on the first page.

DECLARATION

By submitting this assignment, I am/We are aware of the University rule that a student must not act in a

manner which constitutes academic dishonesty as stated and explained in the QUT Manual of Policies and

Procedures. I/We confirm that this work represents my individual/our team’s effort, I/we have viewed the

final version and does not contain plagiarised material.

# Full Name Student No. Contribution Signature

1

2

3

4

2.2 Other things...

For anything else regarding the unit and assignments, please refer to the study guide on Blackboard. In

addition to the rules stated in the study guide, please observe the following:

• This is a 100% group assignment, and you are expected to work as a cohesive team.

• Some teams may have had non-contributing members.

• Close to the deadline, other students had to take over their work, on top of their own contribution

to not sacrifice their grade. Do not put yourself into such a position and start (& finish) the

assignment well before the deadline.

• The teaching team will only assist you up to one week before the deadline. Thanks.

3 Scenario

3.1 Health Insurance Claims Handling at 360-Degree Insurance

The insurance company 360-Degree Insurance as result of the process analysis that you conducted is now

aware of several issues affecting their core business process. In particular, they acknowledge that their

process is extremely inefficient and slow. To begin with, they are executing a lot of activities that are not

beneficial for the company, and that on the other hand, are only introducing extra costs.

In addition, during the handling of a claim, a lot of waste is produced due to handover of work between

employees (which causes the average time of the following activity to be 20% greater than needed), delays

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School of Information Systems

IAB320 Business ProcessImprovement

Page 3 of 9

caused by unresponsive customers and health providers, and excessive processing of claims which often

leads to rejections. Finally, they also realised that their senior claim handlers are over-utilised and result in

being bottlenecks for the entire process.

Due to all these issues, the company lost almost 70% of its customers. To prevent further losses, 360-Degree

Insurance decided to start a redesign initiative and placed you in charge of it. The following section

describes (same as assignment 1) the current insurance claims handling process at 360-Degree Insurance.

The process starts when a customer lodges a claim. To do so, the customer fills in a form including a 2-page

questionnaire describing the issue. The customer can submit the form physically at one of the branches of

360-Degree Insurance, by postal mail, fax or simply via e-mail (digitally signed document).

When a claim is received, a junior claims officer first reviews the claimants claims history to ensure a

duplicate claim has not been lodged. Next, the junior claims officer enters the claim details into the

insurance information system. Data entry usually takes 25 minutes. The same junior claims officer performs

a basic check to ensure that the customer’s insurance policy is valid and that the type of claim is covered by

the insurance policy. This operation takes on average 30 minutes. It is rare for the claim to be rejected at

this stage (it only happens in 7% of cases), in case of a rejected claim the customer is notified about the

rejection (operation that takes 15 minutes). Otherwise, the claim is marked as “eligible” and moves forward

in the process. Next, the claim is moved to a senior claims officer who performs an in-depth assessment of

the reported issue and estimates the monthly benefit entitlement (i.e., how much monthly compensation is

the claimant entitled to, and for what period of time). This operation takes on average 2 hour.

In the case of short-term benefits, the senior claims officer can perform the benefit assessment without

requiring further documentation. In these cases, the assessment is straightforward (despite tedious) and

takes 45 minutes. As part of the benefit assessment, the senior claims officer also checks if the claim is

associated with an issue for which there is already an ongoing payment. A positive result to this check

results in a desk reject (which occurs in 4% of the cases). Once a decision is made, the senior claims officer

registers the entitlement on the insurance information system and informs the customer of the outcome via

e-mail or postal mail.

However, in the case of long-term claims (more than three months), the senior claims officer requires a full

medical report in order to assess the benefit entitlements. Senior claims officers perceive that these medical

reports are essential in order to assess the claims accurately and to avoid fraud (which only occurs in 3% of

the cases). Once the senior claims officer has received the medical report, they can assess the benefits in

about one hour on average. The senior claims officer then sends a response letter to the customer (by email and post) to notify the customer of their monthly entitlement and the conditions of this entitlement

(e.g., when will the entitlement be stopped or when is it due for renewal). The entitlement is recorded in

the insurance Information System.

Later, a finance admin triggers the first entitlement payment manually and schedules the monthly

entitlement for subsequent months. The finance admin takes on average 30 minutes to handle an

entitlement. Finance admin handle payments in batches, once per working day.

Queensland University of Technology

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IAB320 Business ProcessImprovement

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When a medical report is required, a junior claims officer contacts the customer (by phone or e- mail) to

notify them that their claim is being assessed, and to ask the customer to send a signed form authorizing

360-Degree Insurance to request medical reports from their health provider (hospital or clinic). Health

providers will not issue a medical report to an insurance company unless the customer has signed such an

authorization. In general, the authorization is received within 5 days from its request (requesting it only

takes 05 mins), despite in 2% of the cases the customer does not provide the authorization and after a

waiting period of 14 days the claim is withdrawn.

Once the authorization has been received, the junior claims officer sends (by post) a request for medical

reports to the health provider together with the insurer’s letter of authorization, requesting the medical

report takes on average 25 minutes. Hospitals reply to 360-Degree Insurance either by post or in some

cases via e-mail. On average, it takes about 14 working days for 360-Degree Insurance to obtain the medical

reports from the health provider (including 3 working days required for the back-and-forth postal mail). This

average however hides a lot of variance. Some health providers are very cooperative and respond within a

couple of working days of receiving the request. Others however can take up to 30 working days to respond.

As a result, the average time between a claim being lodged and a decision being made may take several

days. Naturally, so long waiting times cause anxiety to customers. In the case of long-term claims, a

customer would on average call or send an e-mail enquiry twice, while the claim is being processed. Such

enquiries are answered by the junior claims officer, and it takes about 10 minutes per enquiry. In about a

third of cases, junior claims officers end up contacting the health provider to enquire about the estimated

date to obtain a medical report. Each of these enquiries to health providers takes 10 minutes to a junior

claims officer.

The total benefit paid by the insurance company for a short-term issue is AUD$ 5K (typically spread across 2

or 3 months). For long-term issue, this amount is 30K, but some claims can cost up to 45K to the insurance

company. In case of long-term issue, the duration of the benefit (number of months) cannot be determined

in advance when the claim is lodged. In these cases, the benefit is granted for a period of 3 months and the

entire process is repeated (a new claim needs to be submitted) to determine if the benefit should be

extended. It often happens that the renewal takes too long, and customers stop receiving their monthly

benefit temporarily during the renewal process.

The insurance company receives 2855 claims per year (including resubmitted claims), out of which 25% are

for short-term issue and 75% for long-term issue.

The company employs three full-time junior claims officers, two full-time senior claims officers, and one fulltime financial officer. Their salaries are respectively $65,000 pa, $80,000 pa, and $95,000 pa. The

employment contact requires a full-time employee to works 8 hours a day (including 45 minutes unpaid

lunch break).

Finally, Figure 1 contains model of their “Health Insurance Claims Handling” process.

Queensland University of Technology

School of Information Systems

IAB320 Business ProcessImprovement

Figure 1: The health insurance claim process of 360-Degree Insurance.

Queensland University of Technology

School of Information Systems

IAB320 Business ProcessImprovement

4 Example report structure (your report MUST include the following

sections)

• Cover page

• Executive summary

• Table of contents

1. Process redesign

Present the results of the redesign: for each change applied, justify the change via the redesign

heuristics or the BPR principles.

2. Queueing Theory

Compare queue length of the current AS-IS process with the expected queue length of the TOBE process assuming zero delays. Limit your analysis to a single server (M/M/1)

3. Simulation

Compare the performance of the AS-IS process with the expected performance of the TO-BE

process and highlight the points of improvement.

4. Change Option Consolidation

Consolidate all the issues in a PICK (Possible, Implement, Challenge, Kill) chart.

5. Conclusion

Based on the above results, provide a well-structured summary on how to solve the issues

affecting the business process in the scenario.

6. References (APA Style)

7. Appendices

Please include all calculations in this section

Please ensure that your .bpmn file is attached

Queensland University of Technology

School of Information Systems

IAB320 Business ProcessImprovement

5 Report Formatting Requirements

5.1 Guidelines for using Headings.

Please use the number headings format (see example)

1.0

2.0

…

Level 1

1.1

1.2

….

Level 2

1.1.1

1.2.1

…

Level 3

1.1.1.1

1.1.1.2

1.2.1.1

...

Level 4

5.2 Page margins.

25mm (top), 25mm (bottom), 25mm (left), 25mm (right)

o All tables and figures must be captioned. Sources (if applicable) must be provided.

5.3 Font

o Calibri or Times News Roman

5.4 Referencing

o Please use APA for all intext citations and referencing

o Additional information is available at the following link

 https://www.citewrite.qut.edu.au/cite/qutcite.html#apa

Queensland University of Technology

School of Information Systems

IAB320 Business ProcessImprovement

1 Marking Criteria

This is a draft of the marking criteria we will use to mark the first assignment, to give an idea what we’re looking for. If multiple boxes could apply, we generally

choose the leftmost one. The points sum to 100 and count for 30% towards the unit score.

Criterion Weight 0%-24% 25%-49% >50% >65% >75% >85%

100 The Analysis achieves NONE of the

following

The Analysis achieves FEW ofthe following The Analysis achieves SOME of thefollowing in

a Satisfactory Way

The Analysis achieves SOME of

the following in an Appropriate

Way

The Analysis achieves MOST of the

following in an Effective Way

The Analysis achieves ALL of the

following in a Highly Effective Way

Format of report:

The report should be

presented in a professional

manner and without spelling

and grammar errors. All

tablesand figures must be

clear, well organised and

embeddedinto the flow of

the argument.

3 • Written expression and

presentation are incoherent,

withlittle or no structure, well

below the required standard

· Structure of the document isnot

appropriate and does not meet

expectations for a projectreport.

· Structure of the document needs some fine

tuning but is sufficient and meets some of the

expectationsfor a project report.

· Structure of the document is

appropriate and meets most

expectations for a projectreport.

· Structure of the document is

appropriate and meets

expectations for a projectreport.

· Structure of the document is

appropriate and meets expectations

for a project report well.

· Meaning unclear as grammar and/or spelling

contain frequenterrors.

· Meaning apparent, but languagenot always

fluent.

· Language mainly fluent, but some

minor areas that may lead to

confusion.

· Language fluent. · Clarity promoted by consistent use

of standard grammar, spelling and

punctuation. No errors.

· Disorganised or incoherentwriting. · Grammar and/or spelling containerrors. · Grammar and spelling mainlyaccurate. · Grammar and spelling accurate.Few

errors.

· Sentences skilfully constructed:

unified, coherent,forceful, varied.

· Required references are frequently

missing. The APAstyle is not appropriately

applied.

· Occasional inappropriate vocabulary,

style or tone forprofessional writing.

The tone and style of writing are

generally appropriate but may be

informal or conversational at times.

· Professional presentation. · Paragraph structure effectively

developed.

· Occasional unprofessional,untidy, or

unattractive presentation.

· Neat and tidy presentation. · Key statements are justified by

references as required. The APA

reference style is used with

minimal (at most one to two)

formatting errors.

· Fluent, professional style andtone

of writing.

· A reference list and in-textcitations are

included; somecitations/ related citation

information are missing.

· APA style is used for references and

in-text citations; some additional

supporting citations arerequired.

· Polished professional appearance.

· All key statements are justified by

references as required. APA reference

style is used without any formatting

errors.

Executive summary: The

executive summary has to

provide a stimulating

introduction. It should

include the key findings and

be at the right abstraction

level, i.e. not be just on a

metalevel (“This report will

discuss. . . ”).

4 · No Executive Summary written. · Executive Summary written but none of the

essential aspectscaptured.

· Writes an Executive Summary without

capturing all the essentialaspects of the

project or outcomes.

· Executive summary clearly captures

all the essential aspects ofthe project

and its outcomes.

· Executive Summary is

systematically, comprehensively

and succinctly presented.

Demonstrates independent

thinking.

· Executive Summary is

systematically, comprehensively

and succinctly presented.

· Demonstrates independent and

insightful thinking.

Introduction: The

introduction should

contextualise the company,

illustrate the purpose of the

report in a well-structured

manner. It should conclude

bypresenting the structure

of the report.

4 · Little or no clear: introduction,

topic, audience or relevant context.

Very hard to read and comprehend

Project goals and promised

deliverables are not articulated at

all. Poor contextualisation, where

prior work is not integrated at all to

support study motivation.

· General, unclear introduction. · Introduction gives some indication of the

scope of the work but requires further

development. Project goals and promised

deliverables are vaguely articulatedwith little

link to the overall context.

· Introduction provides general

indication of the scope of the work.

Goals and promised deliverables are

articulated but not made very clear

and are weakly linked to the context

provided.

· Introduction outlines purpose,

objective and scope of the work.

Goals and promised deliverables are

articulated in a manner that can be

understood by a broader

readership.

· Introduction clearly expresses the

purpose, objectives and scope of the

work. Goals and promised deliverables

are clearly articulated in a manner that

can be understood by a broader

readership.

· Articulation of goals and

promised deliverables are

· Discussion generally aimed at the

topic, however grasp of the topic

· Discussion is focused on the topic

however some key issues may be

· Discussion is well focused on

the topic and majority of key

· Key issues are identified and

clearly defined. Study motivation

attempted but are unclear and incomplete

and not linked to the overall context.

may be inadequate. Study motivation is not well

supported, with limited literature and limited

conceptual arguments.

missing or under-represented. Study

motivation is supported with some

literature and some conceptual

arguments

issues are identified. Study motivation is

supported with literature and conceptual

arguments

well-grounded with supporting

literature and conceptual arguments.

· Lacks evidence of knowledge or

understanding relevant to topic. Literature

(or conceptual arguments) are not

integrated to support the study motivations

· Central ideas are very generalised, without any

clear focus and may be confused and/or

unsupported.

· Central ideas are apparent but may be

generalized or too trivial.

· Central ideas are apparent. · Ideas are developed in clear, concise

and ordered stages.

· No consideration of the audience.

· Context not recognized as relevant.

· Unsatisfactory awareness of the audience. · Acknowledges the audience, but may

only partially meet their needs.

· Generally acknowledges and meets the

needs of the audience

· Well focused with the appropriate

audience in mind. Clearly identifies

relevant contexts.

Queensland University of Technology

School of Information Systems

IAB320 Business ProcessImprovement

Conclusion: The conclusion

should summarise the main

findings, contextualise the

report and cover any

potentiallimitations. In a

limited fashion, the

conclusion should outline

potential next steps that

could be performedusing

this report.

4 · Few or no conclusions or

recommendations.

· Conclusions are unclear, not well supported

or connected to aims

· Attempts to provide conclusions however they

may need further development and/or may not

be appropriate and/or may not be linked to the

original aims of the project.

· Mechanical conclusions drawn from

the theory and literature: clear, linked to

the original aims, but may be general.

· Logical conclusions, grounded in the

theory and literature, considering new

ideas or concepts and linked to the

original aims of the project.

· Analytical and clear conclusions wellgrounded in theory and literature,

showing the development of new ideas

and concepts and linked to the original

aims of the project.

· Few recommendations, without clear

evidence or argument

· Limited attempt to make recommendations. · Recommendations made are generally

sound and valid, but lack originality.

· Valid and original recommendations are

presented.

· Valid and original recommendations

are presented with confidence.

PROCESS REDESIGN.

Process redesign:

a list of change options

should be provided. For

eachchange option applied

to the AS-IS process

model, you need to justify

the change viathe redesign

heuristics or theBPR

principles.

40 • No redesigned processes

were presented. No discussion

on BPMPrinciples.

· Limited or no clear redesign. · Satisfactory re-design approach. · Appropriate re-design approach. · Good re-design approach. · Excellent redesign approach.

· Limited or no description oftechniques used · Adequate description oftechniques used · Appropriate description of

techniques used supported by

relevant references

· Good details and description of

techniques used supported by relevant

references

· Excellent details and descriptionof

techniques used supported by a

verity of relevant references

· No/Very Limited explanation/application

of redesign-heuristics AND/ORBPR

Principles

· Limited explanation/applicationof redesignheuristics AND/OR BPR Principles

· Adequate

explanation/application of redesign heuristics AND/OR BPR

Principles

· Good explanation/application of redesign heuristics AND/OR BPR

Principles

· Clear explanation/application of

redesign- heuristics AND/OR BPR

Principles

· Many modelling errors · Few errors design errors · Results with few errors · Results with few minor errors · Results with no/very minor errors

· Limited or no justifications · Limited justifications · Appropriate justifications · Good justifications · Excellent justifications

QUEUEING THEORY

Queueing theory:

the expected queue length

of the current AS-IS

process should be

compared with the

expected queue length of

the TO-BE process

assuming zerodelays.

10 · No Analysis presented · Incomplete analysis · Satisfactory analysis. · Appropriate analysis. · Detailed analysis. · Excellent analysis.

· Many errors · Results with few errors · Results with few errors · Results with minor errors · Clearly explained steps

· Limited or no comparison · Limited comparisons withreasonable

elaboration and explanation

· Adequate comparisons with

reasonable elaboration and explanation

· Good comparisons with

reasonable elaboration and

explanation

· Excellent comparisons withreasonable

elaboration and explanation

PROCESS SIMULATION

1. The results obtained

from process simulation

over the AS-IS process

model shouldbe covered.

5 · No Simulation presented · Incomplete analysis · Satisfactory analysis · Appropriate analysis · Good analysis · Excellent analysis

· Many errors · Few errors · Few errors · Minor errors · Very minor/No errors

· Limited or no elaboration ofresults · Limited elaboration of results · Adequate elaboration of results · Good elaboration of results · Detailed elaboration of results

2. Simulation over the TO-BE

process model should be

covered.

5 · No Simulation presented · Incomplete analysis · Satisfactory analysis · Appropriate analysis · Good analysis · Excellent analysis

· Many errors · Few errors · Few errors · Minor errors · Very minor/No errors

· Limited or no elaboration of results · Limited elaboration of results · Adequate elaboration of results · Good elaboration of results · Detailed elaboration of results

3. A critical analysis of the

improvements obtained by

the TO-BE process model over

the AS-IS process model

should be described

20 · No Analysis presented · Incomplete analysis · Satisfactory critical analysis · Adequate critical analysis · Good critical analysis · Excellent critical analysis

· Mostly irrelevant · Mostly relevant · Relevant discussion on process

improvements

· Relevant discussion on process

improvements

· Incisive discussion on process

improvements

· Limited/No comparison of AS- IS and TO-BE

models

· Limited comparison of AS-IS and TO-BE models · Appropriate comparison of AS-IS and

TO-BE models

· Detailed comparison of AS-IS and

TO-BE models

· An excellent comparison of AS-IS and

TO-BE models

PICK CHART

The results of the redesign

should be summarised and

allthe proposed change

options should be presented

through the use of a PICK

chart.

5 · No Analysis presented · Incomplete analysis · Satisfactory analysis · Appropriate analysis · Good analysis · Excellent analysis

· Mostly irrelevant · Mostly relevant and supportedwith evidence · Most points were relevant and

supported with evidence

· Most points were relevant and

supported with evidence

· All points were relevant and

extensively supported with

evidence

· Limited/No change optionsdiscussed · Limited change options discussed · Appropriate change optionsdiscussed · Key change options discussed · All change options discussed