In this week, we cover Business Processes, including Process Improvement through streamlining and re-engineering and process modeling of both the As-Is and the To-Be processes. Students were asked: Drawing from your own experience, select a process (a set of specified steps to accomplish a task) used at your place of work or in an interaction with a business that you would like to see improved and briefly describe the process. Be sure you have identified a specific process rather than a general business problem or area. Explain why you picked that process. Explain the steps you might take to analyze how to improve the process. Who should be involved with you? What are some of the questions you should ask about the current process? How will you know if the process was actually improved? A student answered: According to Bourgeois (2014), a process comprises various tasks to accomplish a specific goal. Business processes are focused on achieving objectives for companies. You've likely encountered a process if you've ever worked in a company setting. Processes can range from complex projects, such as constructing a space shuttle, to simple tasks, like making a sandwich at Subway. Every company has to go through processes every day to achieve its objectives. I picked this business because usually, when you have doctor’s appointments, the longest waiting time would be less than 20 minutes assuming you have an appointment with them. Based on my observation, I feel like there is a way to have a better system when it comes to how they should do their appointments. Process: The Naval hospital recommended my husband to get MRI for his broken arm. The hospital called my husband to set an appointment. We went to the hospital. went straight to the help desk to check in. There is a long line for the help desk. Waiting area is full and there is only 1 screen to check whether it is the person’s turn. Seated at the bigger waiting area with plenty of empty seats. Constantly going back and forth to look at the screen in the small waiting room for 2 hours and 30 minutes. Went to get his MRI done. Went home. Reengineering: The hospital should provide enough time slot for each appointment to avoid the overcrowding at the waiting area, this can also reduce the wait times for the customers, and the hospital can also invest in more screens or a Queue system to decrease the amount of crowd in waiting rooms while also making use of their empty waiting room. Patient booked an appointment. a. Hospital provide sufficient time for each patient to finish their appointments. Patients check in at the help desk. Help desk provides ticket number for the queue system. The new queue system calls the ticket number of the patient. The patient waited less than 30 minutes for their appointment. The person who are involved in the process would be the doctors, nurses, patients, help desk and IT (to install the Queue system and new screen). Systems that are involved would be the Queue system. Since many people does not enjoy waiting in a line, the queue system can be beneficial to customer and the business. According to Hassellof, the queue system organizes the waiting line in a more effective way (Hasselloff, 2021). This system can minimize a long lines and it can also create a better customer service experience. Customers may not come back to a business with a poor managed lines. By Implementing this new system, this can automate the process and makes it easier for the workers and customers to organize and wait. To measure regarding if the process is successful or not. The business can identify the key performance indicators that are suitable for the BPR process. Since many patient are not happy with the wait times, the business can measure the wait times, and customer satisfaction before and after the BPR process. The business can also gather feedback from the employees and customers to determine weather the new initiative creates a better experience for them. Question. i. Assess whether the post accurately and sufficiently addresses the questions asked in the discussion topic. ii. Incorporating additional research will strengthen your responds. Assess whether the information is correct or not, and/or complete, and provide correct information to enhance the discussion.
In this week, we cover Business Processes, including Process Improvement through streamlining and re-engineering and process modeling of both the As-Is and the To-Be processes.
Students were asked:
Drawing from your own experience, select a process (a set of specified steps to accomplish a task) used at your place of work or in an interaction with a business that you would like to see improved and briefly describe the process. Be sure you have identified a specific process rather than a general business problem or area.
- Explain why you picked that process.
- Explain the steps you might take to analyze how to improve the process.
- Who should be involved with you?
- What are some of the questions you should ask about the current process?
- How will you know if the process was actually improved?
A student answered:
According to Bourgeois (2014), a process comprises various tasks to accomplish a specific goal. Business processes are focused on achieving objectives for companies. You've likely encountered a process if you've ever worked in a company setting. Processes can range from complex projects, such as constructing a space shuttle, to simple tasks, like making a sandwich at Subway. Every company has to go through processes every day to achieve its objectives.
I picked this business because usually, when you have doctor’s appointments, the longest waiting time would be less than 20 minutes assuming you have an appointment with them. Based on my observation, I feel like there is a way to have a better system when it comes to how they should do their appointments.
Process:
- The Naval hospital recommended my husband to get MRI for his broken arm.
- The hospital called my husband to set an appointment.
- We went to the hospital.
- went straight to the help desk to check in.
- There is a long line for the help desk.
- Waiting area is full and there is only 1 screen to check whether it is the person’s turn.
- Seated at the bigger waiting area with plenty of empty seats.
- Constantly going back and forth to look at the screen in the small waiting room for 2 hours and 30 minutes.
- Went to get his MRI done.
- Went home.
Reengineering:
The hospital should provide enough time slot for each appointment to avoid the overcrowding at the waiting area, this can also reduce the wait times for the customers, and the hospital can also invest in more screens or a Queue system to decrease the amount of crowd in waiting rooms while also making use of their empty waiting room.
- Patient booked an appointment.
a. Hospital provide sufficient time for each patient to finish their appointments. - Patients check in at the help desk.
- Help desk provides ticket number for the queue system.
- The new queue system calls the ticket number of the patient.
- The patient waited less than 30 minutes for their appointment.
The person who are involved in the process would be the doctors, nurses, patients, help desk and IT (to install the Queue system and new screen).
Systems that are involved would be the Queue system.
Since many people does not enjoy waiting in a line, the queue system can be beneficial to customer and the business. According to Hassellof, the queue system organizes the waiting line in a more effective way (Hasselloff, 2021). This system can minimize a long lines and it can also create a better customer service experience. Customers may not come back to a business with a poor managed lines. By Implementing this new system, this can automate the process and makes it easier for the workers and customers to organize and wait.
To measure regarding if the process is successful or not. The business can identify the key performance indicators that are suitable for the BPR process. Since many patient are not happy with the wait times, the business can measure the wait times, and customer satisfaction before and after the BPR process. The business can also gather feedback from the employees and customers to determine weather the new initiative creates a better experience for them.
Question.
i. Assess whether the post accurately and sufficiently addresses the questions asked in the discussion topic.
ii. Incorporating additional research will strengthen your responds. Assess whether the information is correct or not, and/or complete, and provide correct information to enhance the discussion.
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