Business Process Model and Notation (BPMN) is a powerful tool that allows organizations to visually represent and analyze their business processes. In this article, we’ll explore BPMN through the lens of an example – the distilled water delivery process of The True Aqua Distilled Water Company.
Understanding the Current Process:
The True Aqua Distilled Water Company aims to increase its market share by optimizing its distilled water ordering process. Currently, customers can place orders either through a hotline or via email, with 90% of orders coming from phone calls and 10% from emails.
Upon receiving an order, the customer service assistant performs a crucial step: checking if the customer is an existing or new customer. For new customers, a customer account is created before processing the order. The distilled water delivery takes place every Wednesday, and the logistics department manages the scheduling and assignment of workers to fulfill orders.
Key BPMN Elements in the Process:
Start and End Events:
- The process begins with the start event, representing the initiation of the distilled water ordering process.
- It concludes with an end event, marking the successful delivery of distilled water.
- Activities are tasks or actions within the process. In this case, activities include receiving orders, checking customer status, creating customer accounts, forwarding orders to logistics, scheduling deliveries, and delivering water to customers.
- Exclusive gateways are used to represent decision points. For example, after receiving an order, the process diverges based on whether the customer is new or existing.
- Sequence flows depict the order in which activities are performed. For instance, after checking the customer status, the process flows differently for new and existing customers.
- Swimlanes help organize activities based on responsible roles or departments. In this case, there are swimlanes for customer service and logistics, clearly delineating their responsibilities.
Optimizing the Process:
To enhance efficiency and customer satisfaction, The True Aqua Distilled Water Company can consider the following BPMN-based optimizations:
Automation of Customer Account Creation:
- Implement an automated system for creating customer accounts to reduce manual effort and enhance accuracy.
Integration of Communication Channels:
- Explore ways to seamlessly integrate phone calls and email orders into a unified system for better order management.
Real-time Order Tracking:
- Implement a system for customers to track their orders in real-time, providing transparency and improving satisfaction.
- Introduce dynamic scheduling capabilities to optimize delivery routes based on order locations, reducing delivery time and costs.
BPMN serves as a powerful tool for visualizing, analyzing, and optimizing business processes. In the case of The True Aqua Distilled Water Company, leveraging BPMN principles can lead to a streamlined and efficient distilled water ordering process, ultimately contributing to the company’s goal of increasing market share and customer satisfaction. As businesses continue to evolve, BPMN remains an invaluable asset for process improvement and innovation.