Business Process Management Spring 2012

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Contents

Basic Course Information

Instructor Information

Instructor: Tim Olsen
Spring Semester 2012
CIS 4120 Thurs 4:30-7:00P
Class location: CLSO 200, Georgia State University
Office: RCB 428
Office Hours: By appointment
Office Phone: (404) 413-7873
E-mail: nameistim@gmail.com
Website Address: http://www.timolsen.com/
Google+: Profile
Twitter: @timolsen
Facebook: http://www.facebook.com/timothy.olsen

Useful Links:

Class Member Blogs

Please add your blog to this google spreadsheet!, no login required. Here is a link to all blog posts in one place. Click on + Google here.

Christopher Zack

Course Schedule

Initial Course Syllabus

The course schedule below reflects the current progress of the course and is subject to change. A printable version of the full course syllabus is available here via the course's MyRobinson web site. That is also where all of the powerpoints, exercises, readings and homework can be found, with links (in blue) to those materials. Clicking on a link will take you to MyRobinson and, if you are logged in already, directly to the associated document. This Wiki will supplant the information contained there regarding session content, etc.

Course Flow

BPMN Diagram (BizAgi) of Course flow:
A Process Model of CIS 4120 - Business Process Management.

Phase 1: Think Service/Act Process (Service Thinking)

Week 1: January 12: Course Introduction and Context

  • Opening Remarks
  • Introductions - Two Truths and a Lie
  • Syllabus review
  • PRESENT/DISCUSS: Course Overview PPT's
  • Assignments
    • ASSIGNMENT - Please fill out this survey in class (If you have not already): https://spreadsheets.google.com/viewform?hl=en&formkey=dHFkaS1tVUdFekpzSzlzMmFpYWJiLWc6MQ#gid=0
    • ASSIGNMENT - Sign up and play the IBM INNOV8 game - Play the Traffic, Customer Service, or Supply Chain. Post what you learned, and how many points you scored on your blog Wordpress or Posterous (10 points!). Part2: Download BizAgi Process Modeler -- LINK: here Use BizAgi Modeler to recreate the onboarding process at the bottom of page 9 in this whitepaper post this PNG file to your blog with a statement about your experience using BizAgi.
    • ASSIGNMENT - Edit this page and put the link to your blog under "class blogs" section above, below my blog.

Week 2: January 19: Process as Service, Client/Process Metrics, Process Discovery

  • Opening Remarks
  • AH-1 discussion
  • PRESENT/DISCUSS: Process as Service, PTBS and Service/Process Metrics [PPT's]
  • In-Class Exercise: [IC-2]
  • Supplemental videos and readings:
  • Assignments:
    • ASSIGNMENT - [AH-2] Service/Process Definition and Metrics Exercise (handed out in class, also found in the files area on myrobinson
    • ASSIGNMENT - Team Composition: Email the instructor with the names of your teammates, also add your team to the bottom of this google doc. (0 points, but you must do this to pass this class)


Phase 2: Process Modeling with BPMN

Do yourself a favor ... Check out Resources for learning BPMN to help you learn BPMN. More specifically, look at the tutorial section and do some of these. Practice makes perfect (or at least better).

Week 3: January 26: Process modeling - Level 1

  • In-Class discussion of AH-2
  • PRESENT/DISCUSS: Overview of basic ideas of "Level 1 Modeling with BPMN -- [PPT's]
    • TEXT: White/Miers Chapters 2-4, 9
  • In-Class Exercise: [IC-3] Vacation Request Business Process - handed out in class
  • Assignments:
    • ASSIGNMENT - [AH-3]: Student Registration Business Process] (handed out in class, also found in the files area on myrobinson

Week 4: February 2: Process modeling - Level 2: Gateways

  • Short Quiz -- Quiz will be on the basic shapes discussed in Session 3. To help you prepare, a 20 minute overview to BPMN shapes from BizAg] reviews the BPMBN concepts we covered in Session 3. To view it, you first have to register (free) with BizAgi. Do this by going to their e-Learning page. Click on "BPMN fundamentals." This bring up a page where you can either enter your previous UN/PW, or if it's your first time, click on "Create new account." There you can create a UN/PW. Once that's done go back to the elearning page and click again on BPMN fundamentals, then enter your UN/PW. You'll see the "Basic Elements" listed, and at the drop-down (Jump to ...") you can see other topics such as Gateways and Events (the next two sessions topics). Watch the video. You can also take their quiz and see how you do! --- Submit Quiz Scores HERE
    • TEXT: White/Miers Chapter 9
  • PRESENT/DISCUSS: Gateway Modeling with BPMN PPTs
    • TEXT: Silver Chapters 7, 11
  • In-Class Exercise: [IC-4] Three gateway use scenarios solution to IC-4
  • Assignments:
    • ASSIGNMENT - AH-4 A Customer Pricing Scenario. Bring hard copy to class for discussion, and email solution to me by mid-Monday.

Week 5: February 9: Process Modeling - Events

Week 6: February 16: Process Modeling - Advanced Concepts, Tips & Tricks, Review

  • Discussion of AH-5 results
  • PRESENT/DISCUSS BPMN Tips, Tricks, etc. [PPT's]
    • TEXT: White/Miers Chapters 13
  • In-Class exercise Travel Booking [IC-6]Answer
  • Assignments
    • Extra Credit - Take a BPMN tests for practice (not for grade) for the mid-term next week:Bruce Silver's (mark check box, then click register) - 3) Last semester's study guide created by students - BPMN Exam Review and another prior semesters class created review- and another FOR Extra Credit!: Write a blog post about your experience and thoughts from taking these practice tests! Share your score with us, if you want. (2 points)

Phase 3: Process Critique, Improvement and Innovation

Week 7: March 23: Mid-term, Process Interviewing and Process Critique

  • Last minute review questions (15 minutes)
  • MID-TERM EXAM (multiple choice questions on Service-thinking, BPM and BPMN)
  • PRESENT/DISCUSS: Preparing for your "Field trip" process interview
  • Assignments
    • ASSIGNMENT - Prepare for your team's process interview session next week

Week 8: March 8: Process Field trip and Process critique

  • Process discovery field trip (4:30-5:00/5:30) *AT* the agreed meeting place for your team's assigned process discovery
    • Meet with your designated unit contact
    • "Discover" their business process
    • After it's over, begin to combine notes and observations
    • Meet back at our assigned classroom to discuss your experiences and observations (starting at 5:25p)
  • Discussion of Mid-term examination results
  • PRESENT/DISCUSS: Critiquing a Process [PPT's]
  • Assignments:
    • ASSIGNMENT: Critique of an As-Is business process using the 7R's AH 8

Week 9: March 15: Process Improvement (Part I)

  • Team discussion and presentations on AH-8
  • If you team has not already done so, I must have your team project description before the start of this session. Failure to do so will result in the partial loss of grade on the team project report grade!
We now transition to the wonderful but perhaps chaotic world of business process improvement. Why "chaotic?" Because there are a wide number of pundits, certifications, applicable tools and methods available to the would-be process improver.

One strong element of business process improvement in the U.S. is LSS (Lean-Six-Sigma). We will spend some time over the next several sessions both discussing and aligning this important practice area with the more general (in some respects) notions of BPM (and BPMN). Some general readings on this area are indicated in the readings section below.

  • Team discussion and presentations on AH-8
  • PRESENT/DISCUSS: Process Improvement using Lean Six Sigma Techniques, Part 1 PPTs
  • READING & VIDEOS:
  • In-class exercise [IC-9] -- contained in the session PPT's
  • Assignments
    • ASSIGNMENT [AH-9] Finish making the AS-IS model for your field trip. Email it to the person whom you met with. Provide six potential improvements you can make to your field-trip process based on Shapiro's 7R's and/or L/SS (Team Submission). Email this to me, copy your entire team.
    • TEAM PROJECT milestone: Send me the AS_IS model for your team project by next Thursday.

Week 10: March 22: Process Improvement (Part II)

Week 11: March 29: Process Innovation using PTBS and Moments of Truth (MOT)

  • Team discussion and presentations on AH-10
  • PRESENT/DISCUSS: Service/Process Innovation PPT's
  • In-class exercise IC-11 on the PTBS approach (last slide in lecture PPT's)
  • Assignments
    • ASSIGNMENT AH-11 Process Narrative Innovation using MOT

Week 12: April 5: Events, Rules and Decision Management Systems

Week 13: April 12: Creating an executable business process with Business Process Management Suite systems

Week 14: April 19: Team In-Class Project Presentations

  • We will meet in RCB room 821, 35 Broad St. NW, Take Elevators to 8th floor, turn right, then right again.
  • Team presentations (PPT file) must be sent to the instructor TWO HOURS prior to the beginning of this session (2;30P)
  • Some prior semester team project exemplars (received grades of A- or better) -- Note that the detailed requirements for content will change from semester to semester based upon topic coverage so you need to follow the specific content guidelines of the current semester's team project handbook.

Team Project Written Report: Due Friday April 20th

Final Exam: Due Friday, April 27th (Take home examination)

  • IMPORTANT: Read and agree to the "Oath" of individual effort on the last page of the exam. Note associated submission requirements.
  • Due by 8:00P (EST)
  • 5 point reduction for each hour thereafter


The Syllabus continues Here: Syllabus


Acknowledgements


This wikimedia layout and content was inspired by the work of Richard Welke, and David Wiley

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