BUSINESS
PARTNER
Part IA: Business Process Diagram AS-IS PHASE
Completes Task
Responds
PROJECT
EXECUTIVE
BIG APPLE
RESOURCE
MANAGER
Contacts
NO
Identify
Resources
Check
availability of
Resources
Contact
Business
Partner
Receive
Response
Yes
Task Done
Available
Available
YES
Resources
Available
NO
Review
& Log
request
Resolve
Issue
PROJECT
MANAGER
No
Review
& Log
request
Create Work
Assignment
Assign Staff
Contact
Customer
CUSTOMER
WAIT
Yes
Asks
Send Request
Receive
Reply
Replies
Escalate
Request
Schedule for
future
Part IB: Process Problems
1. Process Flow and Day-to Day Management Problems
1.1.2 Sequencing and Duplication Problems
This type of problem can occur when some tasks are not
performed in the correct order. It can lead to redundancy of data
and also data management problems.
For example, in the case of Big Apple, the Project Manager and
the Project Executive both log the service request from the
customer for tracking purpose. There is a possibility of data
duplication.
1.2.1 Planning and Resource Allocation Problems
Planning a resource availability is very crucial for customer
satisfaction.
Big Apple should focus on improving its own resource
availability and need not depend on its business partner instead.
2. Output Problems
2.1 Quality of Output
The value of a successful task depends upon the quality of
output that is made available.
When Big Apple contacts its business partner for the task, the
Quality Assurance may take place at the partner’s firm. Hence,
Big Apple cannot be very sure about the quality output.
2.3 Timeliness of Output
A product should be delivered on time and there should be no
compromise on that.
For example, Big Apple cannot compromise its resource
availability, since it is important in fulfilling the customer’s
demand on time, if the resources are available.
3. Input Problems
3.2 Quality of Input
The quality of input is a major factor affecting the kind of output
that may result from it.
For example, when Big Apple contact its business partner, the kind
of input it gives to the partner plays a major role in deciding the
output.
3.3 Timeliness of Input
When Big Apple consults its partner, it is crucial to provide the
correct kind of input on time whenever required by the partner.
Since, the business partner may need inputs from Big Apple.
4. Problems with controls
4.2 Problems with Policies or Business Rules
In order or work according to all the policies and rules, it may
sometimes become cumbersome to carry out a task smoothly.
When Big Apple approaches its business partner, it may not be
possible to obtain the output on time if much of time is spent on
following all the policies and business rules amongst the two.
4.4 Problems with Documentation
Such problems may arise when the project documentation is not
done effectively, with wrong data, dates, language.
A discrepancy in documentation could take place when the Big
Apple’s business partner has to fill the request.
5. Problem with Enablers
5.1 Employee Problems
Some problems such as employees lacking skills, co-ordination issues.
For Big Apple, when resources are available, the project manager
assigns the task to the staff. It may happen that in spite of having all
the necessary resources, staff may be not be highly skilled to complete
that task.
5.3 Facilities, Equipment and Location Problems
The above mentioned tools may be in inadequate number in order to
meet the desired result on time.
It may happen that Big Apple’s facilities server rooms are
inadequately equipped. Or some its departments are located away
from each other. This may lead to a lot of time delay in the output
delivery.
Part IC: Process Characteristics
Degree of structure:
This is a semi-structured task in the Big Apple scenario.
When a customer service request is received, the project manager and
project executive look over the request, log it and further process it. Hence,
it’s a human judgment taking place in this process.
Range of Involvement:
The range of involvement in case of Big Apple is too wide.
Big Apple consults it business partner for availability of resources, hence,
there is a third-party involvement taking place in the business process.
Level of Integration:
The level of integration is too much.
Big Apple firm is dependent on its partner firm in order to carry out it
Business task. (Checking with someone else before something is done)
Rhythm:
In this scenario, the rhythm is event-driven.
Big Apple depends on the requests and reviews from the customer, hence,
the events are taking place in a flow based on actual requirements,
completion of task, delivery.
Complexity:
Big Apple’s scenario is more complex.
This is because, there are many decision points- Customer, Big Apple,
Business Partner. At each of the business point, sequence of many rules has
to be followed.
Degree of Reliance on Machines:
In this scenario the degree of reliance is on People.
Big Apple relies on it business partner for the availability of resources and
implementation of tasks.
Prominence of Planning and Control:
In this scenario, prominence of planning and control is too high.
Big Apple should effectively plan out a project after receiving the service
request from a customer. There should also be control and planning in the
implementation work to be done by the project executive.
Assignment 4(Big Apple Case Part II) (TO-BE PHASE)
GROUP: 10
Part IIA: Business Process Diagram
BUSINESS
PARTNER
Responds
Contacts
Check
availability of
Resources
Available
SAP
Identify
Resources
Receive
Response
NO
Available
YES
Contact business
partner
YES
Resources
Available
NO
Schedule for
future
WAIT?
NO
BIG APPLE
YES
Recieves
reply from
customer
Escalate
request
Automated mail
PROJECT
MANAGER
Recieves request
Review
& Log
request
Create Work
Assignment
Resolve
Issue
Assign Staff
Automated mail sent
Replies
CUSTOMER
Send Request
Assumption:
a) SAP identifies resources needed for a request in this case, consultants or
technicians.
Changes from the original process
a) Project Executive is removed from the process.
b) Resource Manager is replaced by SAP.
c) Now SAP has the role of checking for resources and communicating about it
between all the three parties i.e. Business Partner, Customer and Project Manager
d) SAP has the responsibility to send automated messages to
 Customer with reference to their request asking them whether they want to
wait or not.
 Project manager when the request is escalated with the request and issue
number
e) Project Manager has been assigned the role of resolving issues.
Part IIB: Process Performance Measure
Key Performance Indicators for service request handling process for Big Apple.
1) Customers: Customers have a major role in this process. Ranging from raising a
request to having the decision to whether or not to wait if the resources are
unavailable. When they are given a transparency about the process, this tends to
increase the level of trust in the business.
‘TO-BE’-- Since SAP is reducing the time of communication as it is directly sending
an automated messages to the customer, hence there is a higher level of Customer
Satisfaction.
2) Processes: Processes play a hug role in the whole business cycle. It is essential that
the resources are gathered on time with less errors to deliver quality to the
customer. If the task is delegated to the business partner, it is important to make
sure that the requirements are provided properly.
‘TO-BE’ -- The cycle time is reduced as the project executive is removed and
resource manager is replaced. Average time to execute the process is reduced.
Error Rate is minimized since SAP is a software sending requirements to the
business partner with predefined policies and rules, hence there is less scope of
discrepancy.
Activity rate is reduced due to the elimination of project executive and direct
communications via SAP to customer and business partners.
3) Communication: It is highly crucial for the communication between the parties to
be lucid. SAP ensures Clarity of message and completeness of understanding by
sending automated mails to the customer and project manager with the request
number. This avoids a communication gap or any misunderstanding which may
occur in the case of a person to person communication.
‘TO-BE’—The automated mails sent by SAP to the parties with the appropriate
request number are clear and avoid delay.
4) Decision Making:
Decisions are crucial point at all levels. Starting from the project manager who
assigns the employees tasks, the resource manager who is responsible for the
resources, the project executive who makes sure the highest level issues are
resolved and the customer who decides in a situation when the resources are not
available. The decision making step at all the above stages should have the accuracy
so that all the processes flow smoothly.
‘TO-BE’ -- The Project manager has two major roles. First is to decide whom to
assign what task to. This is a major responsibility as the people with the right skills
should be assigned to complete the task since this will lead to the main goal of a
business i.e. customer satisfaction.
Hence the quality of decision should be given much importance. Secondly, while
resolving an issue it is up to the project manager as to how he allocates the available
resources to resolve the matter.