SECTION A - Case Study
Write the answers for this section in the answer booklet provided. Attempt ALL questions.
Read the following case study.
Warrnambool Calisthenics and Aerobics Club
The Warrnambool calisthenics and aerobics club provides exercise and dance lessons for beginners, intermediate and advanced levels.
All participants commence with a skills evaluation. At the skills evaluation participants get an assessment of their skill level. All calisthenics participants undergo a heart rate test, and joint mobilsation test. Intermediate and advanced level participants also undergo a handstand and muscle-up tests. All aerobics participants undergo 3-minute step test and 1-mile walk tests. Intermediate and advanced participants also undergo pushup and crunch tests.
Participants with any pre-existing health conditions are required to seek written clearance from a health care professional prior to commencing lessons. All participants must provide details of medicare card and must provide proof of ambulance cover.
All participants are given an information pack. All participants receive a copy of their skills test results. The calisthenics information pack includes a swipe card which can be used to scan entry into the secured gym area, and a calisthenics training top. The aerobics information pack contains, an aerobics training shirt, and an aerobics equipment instruction book.
New participants are required to complete a registration form. The registration information is entered into a secure online database. At the end of each day the instructors provide administration staff with an attendance list for each lesson. Administration staff enter player attendance data into the online database.
Fees must be pre-paid before lessons commence. Concessions are offered to approved card holders. Discounts are provided to players with 3 or more members from the one family.
Question A1
Design a process architecture as follows:
a) Identify the case types that should appear in the process architecture.
b) Identify the functions that should appear in the process architecture.
c) Draw a case/function matrix.
d) Identify the processes in the case function matrix.
SECTION B - Short Answer Questions
Question B1
Discuss five (5) challenges of BPM for organisations.
Question B2
Model the following fragment of a business process for assessing private health insurance extras cover applications. Extras cover, picks up where Medicare leaves off, providing benefits for ancillary, non-hospital treatments that are not covered by the public healthcare system. Add a pool and at least 2 swim lanes to the process model fragment.
A private health insurance application may be coupled with extras cover which is offered at discounted prices. The applicant may express their interest in extras cover at the time of submitting their private health insurance application to a health insurance officer, who checks the application. If the health insurance application is approved, a health insurance officer may either only send an acceptance pack to the applicant, or also send an extras cover quote. The process then continues with a finance officer sending a verification of the health insurance repayment agreement.
Question B3
An online computer hardware retailer faces a problem with its order process in terms of processing time. In order to identify the root cause of the problem, the company decides that every team involved with the order process should model its part of the process. Why could this approach be problematic? Mention process discovery roles, and the key challenges involved in process modelling as part of your answer.
Question B4
[Please note parts a) and b) of this question can be answered on this examination paper, complete part c) in your examination booklet].
A popular video sharing and rating company received the following customer complaints over a 3-month reporting cycle.
- Video will not playback - 150 complaints
- Video playback is slow or choppy - 50 complaints
- Error message appears - 15 complaints
- No sound from video - 75 complaints
a) Complete Table 1 using the customer complaints above.
b) Prepare a Pareto chart using Chart 1 based on the information in Table 1.
c) Analyse your completed Pareto chart. What information does it provide to business process analysts?
Table 1
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Admissions complaints
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Frequency
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% of Total
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%Cumulative
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Total complaints
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Question B5
Consider the process model given in Figure 1. Calculate the cycle time and critical path for Figure 1, given the following process times and assumptions. Show full workings out.
Average Activity Times:
- Activity A can be completed in 4 hours
- Activity B can be completed in 2 hours
- Activity C can be completed in 1.5 hours
- Activity D can be completed in 3 hours
- Activity E can be completed in 30 minutes
- Activity F can be completed in 1 hour
- Activity G can be completed in 30 minutes
- Activity H can be completed in 45 minutes
Assumptions:
- The probability of activity C is 40%
- The probability of activity D is 50%
- The probability of activity E is 10%
Figure 1
Question B6
Organisation structure heuristics are about allocation of resources in a business process. Sketch a summary of the impact of the general effects on the devil's quadrangle for a sample of the characteristics of organisation structure represented in Table 2. Explain the impact of these effects.
Table 2
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Characteristic
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Quality
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Time
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Flexibility
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Cost
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Split responsibilities
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+
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*
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-
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*
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Customer teams
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+
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*
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-
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*
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Numerical involvement
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*
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+
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-
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-
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Question B7
The following is an excerpt from the Skipton Swimming Club.
The Skipton Swimming Club is host to swimmers between the ages of 10 and 80. The pool is situated in Blake Street, Skipton, Victoria. In order to become eligible to become a member all swimmers must pass an introductory water safety test and hold current ambulance cover. Junior members must also have written parental consent if under 18 years old. Senior members must hold a bronze medallion certificate (obtained in the last 12 months).
Complete the following tasks based on the above scenario to determine if a swimmer is eligible for membership in the Lismore Swimming Club.
a) Identify the information (data) elements.
b) Determine two formal production rules.
c) Develop a data model, consider "Membership eligibility" as the top (root) information element.
d) Develop a business process model based on the production rules, production logic (provided) and data model.
Production Logic is as follows:
START
DECLARE Boolen swimAmbu, swimIntrWateSafe, swimBronMeda, swimPareCons, swimMembElig
DECLARE Int swimAge
IF swimAmbu = true THEN
FOR swimAge =10 to swimAge < 81 STEP swimAge-H-
IF swimIntrWateSafe = true THEN IF swimAge < 18 THEN
IF swimPareCons= true THEN
swimMembElig = true
WRITE swimMembElig END IF
ELSE IF swimAge < 81 THEN
IF swimBronMeda = true THEN
swimMembElig = true
WRITE swimMembElig END IF
END IF
ELSE
swimMembElig = false
WRITE swimMembElig
END IF
STOP
Question B8
Read the following scenario.
A high-volume real estate office processes about 12,000 rental properties per year. The company uses a hard copy master calendar kept centrally, for organising property viewings and inspections. Property inspections are labor-intensive and are recorded manually on hardcopy inspection forms. These are returned to the office once a week, for actioning, resulting in many delays. All systems function separately including insurance, rental, and financial management functions, dealing with changing laws, and real estate codes. Rental bonds, and payments are carried out manually, with property renters having to pay in cash at their local bank or real estate office. Many renters are in arrears as a result.
Complete the following questions based on the above scenario:
a) Identify the problems faced by this organisation.
b) How might this organisation use process automation to improve their business? Provide examples.
Question B9
In automating a business process, process analysts adjust the granularity of the process. What does adjusting the granularity of a process mean? Explain the concepts of aggregation and refinement in your answer, give an example of each.
Question B10
What is an event log? Refer to Figure 2, what information is contained in event log such as that presented in Figure 2?
Figure 2
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Case ID Event ID
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Timestamp
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Activity
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Resource
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1
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Ch-4680555556-1
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2012.07-30 11:14
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Check stock availability
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SYS1
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1
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Re-5972222222-1
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2012-07-30 14:20
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Retrieve product from warehouse
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Rick
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1
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Co-6319444444-1
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2012-07-30 15:10
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Confirm order
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Chuck
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1
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Se-6402777778-1
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2012-07-30 15:22
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Get shipping address
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SYS2
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1
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Em-6555555556-1
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2012-07-30 15:44
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Emit invoice
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SYS2
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1
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Re-4180555556-1
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2012-08-04 10:02
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Receive payment
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SYS2
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1
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Sh-4659722222-1
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2012-08-05 11:11
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Ship product
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Susi
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1
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AT-3831131313-1
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2012-08-06 09:12
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Archive order
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DIMS
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