Matakuliah
: M0034 /Informasi dan Proses Bisnis
Tahun
Versi
: 2005
: 01/05
Pertemuan 06
Modeling Business Processes
Learning Outcomes
Pada akhir pertemuan ini, diharapkan
mahasiswa
akan mampu :
• Menghubungkan proses proses dalam
bisnis
• Menjelaskan model real dari proses bisnis
Outline Materi
• Managing Business and Information
Processes
• Model REAL
Lanjutan Dari
Pertemuan 05
Managing Business and
Information Processes
Management
Process
Recommendations
Plan
Execute
Rules
Trigger
Business
Processes
Irwin/McGraw-Hill
Data
Evaluate
Measures
Measures
Information
Processes
The McGraw-Hill Companies, Inc., 2000
Processes that Trigger Information
System Responses
Information System
Response
Trigger
Business
events
Record (event data)
Information
processes
Information
System Response
Trigger
Decision Making Needs of
Information Customers
Irwin/McGraw-Hill
Maintain
(agent, resource, location
data)
Information
processes
Report
(in many forms)
The McGraw-Hill Companies, Inc., 2000
Acquisition / Payment Process

Regardless of the type of good or service being acquired, the
following are typical operating events in the acquisition /
payment business process:







Request goods or services.
Order goods or services.
Receive and inspect goods or services.
Store and/or maintain goods.
Pay for goods or services.
Return goods.
Some organizations :



may order the events differently,
may use a subset of the events, or
may add more detailed events.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Sales/Collection Process

Although there is some diversity across the types of goods
and services sold, the sales/collection process typically
includes the following events:







Receive an order for goods or services.
Select and inspect goods or services to be delivered.
Prepare goods or services for delivery.
Deliver goods or services.
Receive payment for goods or services.
Accept customer returns of goods.
Some organizations :



may order the events differently,
may use a subset of the events, or
may add more detailed events.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Conversion Process

Finally, examples of some of the more general activities in the
conversion process include:












Assembling.
Growing.
Excavating.
Harvesting.
Basic manufacturing (e.g., metals, woods, and chemicals).
Finished manufacturing (e.g., tools, instruments, and components).
Cleaning.
Transporting.
Distributing.
Providing (e.g., power, water, protection, and communication).
Educating.
Discovering (e.g., research and development).
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Process Analysis: Golden Pizza
Decision/Management
Operating Events
 Analyzing the
Standish market,
competitors, and
customers.
 Deciding what pizzas
to place on Golden’s
menu.
 Determine if the
cooked pizza is
correct for the
customer presenting
his/her copy of the
order form.
 Receive customer
pizza order.
 Receive customer
payment.
 Make pizza.
 Box pizza.
 Give pizza to
customer.
Irwin/McGraw-Hill
Trigger
Trigger
Information Events









Record
customer
order.
Generate
a customer
analysis report.
Calculate
order amount.
Generate
a report
of
Mark
order
“Paid.”
sales customer
by pizza type.
Give
copy of
Generate a gross margin
order.
analysis.
Give
cook copy of order.
Generate
report
lost
Tape
ordera to
pizzaofbox.
sales duecopy
to the
Remove
of20
order
minute
guarantee.
from
box.
 Send order copies to
accounting.
The McGraw-Hill Companies, Inc., 2000
Developing a REAL Business
Process Model



REAL Business Process Modeling is a formal method
of identifying and representing the essential
characteristics that collectively describe business
processes and events.
The title REAL is an acronym for Resources, Events,
Agents, and Locations.
Preparing a REAL Business Process Model requires
you to identify strategically significant business
activities and essential characteristics about these
business activities (see Exhibit 2-4).
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Exhibit 2-4
Real Business Process Model Matrix
Event
Business
Objective
Event
Trigger
Business
Risk
Notes
Strategically relevant events What happened? How is each
event executed and why is it executed.?
Date/Time When did each event occur?
Internal and external agents What roles are performed and
who/what agents perform the roles in executing each event?
Resource(s) What kinds of resources were involved and how
much was used?.
Location Where did the event occur?
Risks What can go wrong in executing the event?
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Step 1: Understand The Organization’s
Environment and Objectives




REAL modeling is an aid in analyzing an organization and
its activities.
Collect data and insights about the organization’s
objectives, industry, value chain, strategies, product lines,
and customers.
Pay attention to the organization’s people, structure,
technologies, and measurements.
A better understanding of these factors will enhance your
ability to evaluate business processes and identify
processes and events that are not valuable, not
competitive, and/or not meeting the objectives of the
organization
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Understanding the Business Environment
Industry
Objectives
The Company
Competitors
Strategies
Technologies
Measurements
People
Capital
Technology
Irwin/McGraw-Hill
Value Chain
Structure
Products
Economic
Forces
Customers
The McGraw-Hill Companies, Inc., 2000
Step 2: Review the Business Process and Identify
the Strategically Significant Operating Events



Begin by dividing the organization into its business
processes. “What happened? How and Why? ”
REAL graphical model—include the strategically
significant operating events that comprise a business
process. (the ones that the organization wants to plan,
evaluate and execute/or control)
Receive
Begin your REAL graphical model
Customer
by representing events as rectangles
Order
with a descriptor inside the rectangle.
Select terms that accurately describe each operating
event. We suggest using an active voice to name events.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Using the Worksheet
Event
Event
Business Objective
Trigger
Receive
Customer Sell quality products Customer
Receive
orderCustomer
for pizza
with prompt service Decision
Business Risk Notes
Order not filled
promptly
Order
and
evaluating
business
processes
An
operating
event
is strategically
significant
an“operating
information
Be Planning,
careful
notexecuting
to identify
“information
events”
An
event trigger
is theifas
action
thatare
vehicles
for implementing
and
supporting
organizational
customer
information
to
help
plan,
execute,
events.”
Towants
avoid
this error, focus
onhim/her
the event.
essential
characteristics
initiates
the
Sample
strategies.
Therefore,
the
whykind
question
is answered
by
defining
control,
or evaluate
that activity.
Strategically
significant
events
about
business
activities
“What
of resources
were
involved
triggers
include
a previous
event,
a particular
event
fitsbyinto
the
fabric
of an
organization’s
also
include
those
are input
regulated
oranmandated
(e.g.,
inspecting
andwhere
how
much
wasthat
used?”
If,
chance,
you mistake
an
from
external
entity,
a
business
theCustomer
event’s
relative
importance
in
meat,
payingprocesses
taxes,(e.g.,
or and
performing
an
study).
information
event
Print
Invoice)
for
the
operating
decision
by environmental
an
internal
agent,
or
accomplishing
theCustomer
organization’s
strategy.
event
(e.g., Receive
Order)
you will
struggle to answer
a business
need.
some of the questions.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Exhibit 2-5
McKell’s Retail Model: Step 2
and each sale
McKell’s
Retail
occurs
Storeathas
a specific
hired you to
analyze (McKell’s
register
their sales/collection
has severalprocess.
CustomersIndividual
registers).
can purchase
items
a variety
of
of
merchandise are
merchandise
fromnot
McKell’s
uniquelystore.
Each sale involves
identified.
This means
a customer
that McKell’s
assisted
by a salesperson.
does
not assign a The
unique
customer
identifier
cantobuy
one orwhite
each
moreT-shirt
items sold,
of merchandise.
or each pair
McKell’s
of
size 9 white
sales tennis
force randomly
shoes. The
assists
customers are
customers
(McKell’s
alloweddoes
to pay
notwith
assign
customers
cash,
check,
toor
specific
credit salespersons);
card.
Irwin/McGraw-Hill
Events
Sell
merchandise
Receive
customer
payment
The McGraw-Hill Companies, Inc., 2000
Step 3:
Analyze Each Event Listed In Step Two To Identify
The Event Resources, Agents, And Locations

Describe essential characteristics of the events—the
characteristics which:





if omitted, would render an inaccurate or incomplete
description of the event.
form the basis for generating outputs for information
customers to plan, execute, control and evaluate organization
activities.
What kinds of resources were involved?
What roles are performed and who/what agents
perform the roles?
Where did the event occur? (location)
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Exhibit 2-6 McKell’s Retail Store
REAL Model: Step 3
Merchandise
Salesperson
Sell
Merchandise
Events
Register
Agents
Location
Resources
Customer
Receive
Customer
Payment
Cash
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Step 4:
Identify The Relevant Behaviors, Characteristics, And
Attributes Of The Events, Resources, Agents, And Locations





At what time or sequence in the
process should the event occur?
What are the exceptions to the
“normal” ordering of events in
the process?
What is the proper authorization
or approval to execute this event?
What is a reasonable amount of
resource associated with this
event?
What are the acceptable locations
for executing this event?
Irwin/McGraw-Hill






What is an acceptable time
period between events in a
business process?
How might the order of events
vary by customer?
Does the location from which
goods are shipped matter?
How many salespeople are
assigned to each customer?
Should a sales order clerk have
custody of cash?
Can a customer have two
different addresses? Why or
why not?
The McGraw-Hill Companies, Inc., 2000
Sequence of Events
Provide
Credit
Ship merchandise
Cash in
OR
Advance
Receive payment
Receive payment
Ship merchandise
Business Policies


The sequence of events may also be a
function of the physical characteristics of
the event. In this case, construction
techniques, local regulation, and laws of
nature determine the event sequence.
Sometimes the sequence of events is
dictated by customer preference.
Irwin/McGraw-Hill
Constructing a building
Excavate Construction Site
Pour Foundation
Lay Floor
Frame Building
Side Building
Install Rough Plumbing
Install Rough Electrical
The McGraw-Hill Companies, Inc., 2000
Event Risks







An operating event occurring
at the wrong time or sequence,
An operating event occurring
without proper authorization,
An operating event involving
the wrong internal agent,
An operating event involving the wrong external agent,
An operating event involving the wrong resource,
An operating event involving the wrong amount of
resource, and/or
An operating event occurring at the wrong location.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
McKell's Retail Sale Store Case
Checkpoint—Business Rules






Each sale takes place at a specific register (location).
Each sale involves only one customer (external agent).
Only one salesperson (internal agent) is responsible for each sale.
Each sale involves one or more items of merchandise (resource).
McKell's merchandise items are not uniquely identified. Each
instance of Merchandise refers to a type or class of Merchandise
(e.g. size 12 white T-shirt, or size 9 white tennis shoes, or size 5
leather gloves).
The salesperson and customer do not have a direct
relationship, because McKell does not assign customers to
specific salespersons. The customer and salesperson are
related only through the sale.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
McKell’s Retail Store Case
Checkpoint—Business Rules

While analyzing this event, you may document
several additional rules, such as:





Sales can only involve merchandise, not fixed assets.
Sales cannot involve more merchandise (quantity) than
McKell has on hand.
Sales cannot involve merchandise McKell does not offer.
Each sale must take place at only one register and the register
identification must match a register identification on record.
Each sale must include only one salesperson whose
identification matches a salesperson identification on record.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Step 5:
Identify And Document The Direct Relationships
Between Resources, Events, Agents, And Locations



Draw a line from each event to each resource, internal
agent, external agent, and location associated with that
event. On the line, add a meaningful term or phrase that
describes the relationship between the objects. See Exhibit
2 - 7 or 2 - 8.
Graphically display events that are related to other events
to show the required sequence of events in a business
process. Draw lines from event to event in the correct
sequence
Document direct relationships between pairs of agents,
locations, and resources that exist independently of an
operating event. Connect the pairs with a line.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Exhibit 2-7 Template Without
Diamonds
Internal
Agent
Resource
Event
Location
External
Agent
Resource
Internal
Agent
Event
Location
External
Agent
Place Relationship Descriptions on the Lines
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Exhibit 2-8 Template With Diamonds
Internal
Agent
Resource
Event
Location
External
Agent
Resource
Internal
Agent
Event
Location
External
Agent
Place Relationship Descriptions inside the Diamonds
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Exhibit 2-9 McKell’s Retail Store
REAL Model: Step 5
Merchandise
Salesperson
Sell
Merchandise
Register
results
in
Receive
Customer
Payment
Customer
internal agent
Cash
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Identifying Direct Relationships
Example:
A sales/collection business process that consists of three events:
Take Customer Order, Sale Inventory, and Collect Cash
Step 1: Relationships between the event(s) and related resources, agents, and
locations
Related Objects
Related Objects
order - inventory
order - salesperson
order - customer
sale - inventory
sale - customer
cash receipt - cash
cash receipt - customer
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Identifying Direct Relationships (cont.)
Example: A sales/collection business process that consists of three
events:Take Customer Order, Sale Inventory, and Collect Cash
Step 2: Relationships between directly related events (e.g.
consecutive or sequential events that occur during the business
process)
Related Objects
order - sale
sale - cash receipt
Step 3: Relationships between any resources, agents, or locations
that have a direct relationship independent of any event occurring.
Related Objects
salesperson - customer
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Step 6:
Validate The Real Business Process Model With
Business Persons




Those who understand the details and objectives of the business
process and events being modeled should perform the validation.
Validation sessions should result in either the confirmation of the
model’s accuracy or modification of the model.
Modifications typically involve decomposing one or more
operating events into more detailed operating events, or
combining events.
Once a REAL model is created, does it need updating or
maintenance? Yes. The nature of business processes and events
can change over time. More importantly, in today’s fast paced
world, the nature of business processes and events often must
change with time.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Linking Processes




Understanding the relationship between individual business
processes is very important.
Collectively business processes result in the acquisition of goods
and services, the conversion of acquired goods and services into
goods and services for customers, the delivery of the goods and
services to customers, and the collection or payment from
customers.
Business processes are linked together in two ways:
 by sharing common resources or
 by an event in one process triggering an event in another
process.
For example, consider the simple model presented in Exhibit 2 - 11.
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Exhibit 2-10 Partial REAL Diagram for
Linked Business Process Example
Receive goods
from vendor
Pay vendor
for goods
+
-
Ship goods
to customer
+
Receive customer
payment
Inventory
Cash
-
Acquire
human
resource
Pay for
human
resource
Irwin/McGraw-Hill
+
+
Acquire
financing
-
Human
resource
Repay
vendor
The McGraw-Hill Companies, Inc., 2000
Appendix Two Further Practice Using
REAL Modeling—Cherry Bee, Inc.


Cherry Bee, Inc. is a small bee keeping
operation located in Preston, Idaho. Each
spring Marc, the owner, hires several
beekeepers to manage and care for the hives
owned by Cherry Bee. Marc pays these hive
workers weekly during the spring, summer,
and fall.
Marc purchases new supplies and materials
for hive workers to use. The beekeepers go to
the fields to check each hive, medicate each
hive, clean any dead bees out of the hive, and
add sugar water if the supply of honey in the
hive is low.
Irwin/McGraw-Hill
Business
Events
Hire Workers
Pay Workers
Purchase
Supplies
Check hives
The McGraw-Hill Companies, Inc., 2000
Appendix Two Further Practice Using
REAL Modeling—Cherry Bee, Inc.


Twice during the summer, hive workers extract honey from
the hives. Then they go into the supply barn to strain the
honey and package the finished product in a variety of
different sized containers. The finished honey is placed on
shelves in the storage room. In the late fall, hive workers
again check each hive, give them more medicine, and wrap
the hives in black plastic to keep them warm during the
winter.
Throughout the year, customers purchase honey from Marc
at the Cherry Bee Store. Some commercial customers
purchase the honey on account, while most customers pay
cash. Marc purchases the supplies both on account and with
cash from local vendors. The medicine, sugar, and black
plastic are kept in the supply barn along with other supplies
and materials, as well as the honey inventory.
Irwin/McGraw-Hill
Extract honey
Strain honey
Package honey
Store honey
Sell honey
Receive
Payment
Pay for Supplies
Store Supplies
The McGraw-Hill Companies, Inc., 2000
Exhibit 2-11
Cherry Bee Business Processes
Labor
Acquisition/
Maintenance/
Payment Process
Hire workers
Supplies and
Materials
Acquisition/
Maintenance/
Payment Process
Purchase supplies
Conversion
Process
Sales/Collection
Process
Check hives
Sell honey
to customer
Extract honey
Pay workers
Pay for supplies
Strain honey
Store Supplies
Package
honey
Receive
payment
for honey sold
Store honey
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Cherry Bee Business Process Model Matrix
Event
Internal
Agents
Hire workers
manager (Marc)
Pay workers
cashier (Marc),
hive workers
Purchase mat.
& supplies
purchasing
agent (Marc)
vendors
materials &
supplies
Pay for mat.
& supplies
payables
clerk (Marc)
vendors
cash
Store mat.
& supplies
hive workers
materials &
supplies
Check hives
hive workers
hives, mat.
& supplies
Irwin/McGraw-Hill
External
Agents
Potential
workers
Resources
human labor
cash
The McGraw-Hill Companies, Inc., 2000
Cherry Bee Business Process Model Matrix
Event
Internal
Agents
Store mat. &
supplies
Check hives
hive workers
Extract honey
hive workers
Strain honey
hive workers
Package honey
hive workers
Store honey
Sell honey
Collect
payment
Irwin/McGraw-Hill
External
Resources
Agents
hives, mat. &
supplies
hives, mat. &
supplies
hives, mat. &
supplies
hives, mat. &
supplies
packaged honey
hive workers
store worker
(Marc)
store worker
(Marc)
cashier (Marc)
packaged honey
customers
packaged honey
customers
cash
The McGraw-Hill Companies, Inc., 2000
Cherry Bee Business Process Model Matrix
Locations
Business Objectives
Event Trigger
Cherry Bee
store
Hire skilled, dependable
workers at a fair rate ...
need for labor
Cherry Bee store Pay only for services received,
pay in a timely manner....
payment for
services due
vendor store
Have mat. & supplies on hand
when needed, pay lowest prices..
need for mat.
& supplies
at Cherry Bee
or vendor
store
supply barn
Pay for supplies in a timely
to maintain vendor goodwill...
purchase of
mat.&supplies
Store materials & supplies in a
safe, convenient location
purchase of
mat.&supplies
Make sure hives are healthy
and prepared for production..
beginning of
Spring
field
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Cherry Bee Business Process Model Matrix
Locations
Business Objectives
Event Trigger
field
Make sure hives are healthy
and prepared for production..
field
Extract all the honey at the right
point in time without waste..
supply barn
Produce clean honey for sale...
supply barn
Package honey in containers
that promote a long shelf life...
supply barn
Store honey in a safe, convenient
location until needed at store...
Cherry Bee
store
Cherry Bee store
Irwin/McGraw-Hill
Sell quality honey for a fair
price as quickly as possible ...
Collect payments from
customers in a timely manner ...
beginning of
Spring
hive full of honey
Extracted
honey
honey was
strained
honey was
packaged
customer
enters store
sale of
honey
The McGraw-Hill Companies, Inc., 2000
Cherry Bee REAL Models
Labor Acquisition/Maintenance/
Payment Process
Human
Labor
Hire
workers
Cherry
Bee Store
Pay
workers
Cash
Irwin/McGraw-Hill
Marc
Hive
Workers
The McGraw-Hill Companies, Inc., 2000
Cherry Bee REAL Models
Supplies and Materials Acquisition/
Maintenance/ Payment Process
Supply Barn
Materials &
Supplies
Vendor Store
Cherry Bee
Store
Store mat.
& supplies
Purchase mat.
& supplies
Pay for mat.
& supplies
Hive workers
Marc
Vendor
Cash
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Cherry Bee REAL Models
Sales/Collection Process
Packaged
Honey
Sell honey
Marc
Cherry Bee
Store
Collect
payment
Customer
Cash
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
Cherry Bee REAL Models
Conversion Process
Check hives
Hive
Field
Materials &
Supplies
Honey in
Process
Extract
honey
Strain honey
Hive
Workers
Package
honey
Supply Barn
Packaged
Honey
Irwin/McGraw-Hill
Store honey
The McGraw-Hill Companies, Inc., 2000
REAL Model of a Service Process
Customer Calls
Services
Submit Bid
Customer
Representative
Enter Contract
Customer
Provide Services
Janitor
Cash
Irwin/McGraw-Hill
Receive Payment
Customer
Payments Clerk
The McGraw-Hill Companies, Inc., 2000
REAL Model of a Not-For-Profit Organization
Victim Arrives
Receptionist
Shelter
Interview Victim
Room
Assign Room
Clothing
Issue Clothing
Personal
Care Items
Issue Personal
Care Items
Food
Provide Food
Goals,
Resource Sources
Help set goals,
identify resources
Interviewer
Inventory
Clerk
Personal
Counselor
Victim
Victim Leaves
Irwin/McGraw-Hill
The McGraw-Hill Companies, Inc., 2000
REAL Model of a Steel Manufacturing Process
Coal
Baker
Bake
Fuel
Coke
Iron Ore
Blast
Furnace
Blast
Blast
Furnace Op.
Limestone
Pig Iron
Finishing
Furnace
Mix
Oxygen
Finishing
Furnace Op.
Alloys
Steel
Ingots
Rolling
Mill
Mill
Finished
Steel
Irwin/McGraw-Hill
Milling
Operator
The McGraw-Hill Companies, Inc., 2000
EVOLUTION OF AIS MODELING
Stage 1
Manual
Systems
Bias:
Generate
financial
statements
Irwin/McGraw-Hill
Stage 2
Automated
Systems
Bias:
Generate
financial
statements
Stage 3
Event Driven
Systems
Bias:
Support Planning,
Controlling & Evaluating
Activities for
Various Information
Customers
The McGraw-Hill Companies, Inc., 2000
Changing the Design Focus
is built on three underlying premises:
Information
technology
enables the
design and
implementation
of semantically
modeled
systems systems that
more closely
resemble
reality.
Irwin/McGraw-Hill
Today's users
expect a more
complete and
accurate
representation
of reality from
which to draw
information.
We are no
longer
constrained by
the human
inability to
record,
maintain, and
report large
volumes of
details about
business
events.
The McGraw-Hill Companies, Inc., 2000
Tugas
Agar perkuliahan pada
pertemuan 8 bisa berjalan
dengan lancar, Setiap
mahasiswa diwajibkan
untuk mendownload dan
mencetak kasus pada
pertemuan 8
Berlanjut ke
Pertemuan 07