Course goals: This course will examine techniques and tools for modeling, analyzing and improving business processes.

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1 Amy H. Rossetti INSDSG 619 Design and Instruction of Online Courses Final Project Design Document Course/Program Title: Business Process Management Course goals: This course will examine techniques and tools for modeling, analyzing and improving business processes. Intended audience: This course is a foundation course for adult learners enrolled in an online MBA program. The typical student is between 29 and 31 years of age. This means that the students belong to either the tail end of Generation X or are older members of the Millennial generation. The MBA program requires an undergraduate degree with a GPA of 3.0 or greater; however, the undergraduate degree does not have to be a business degree. For some students, the course will be an introductory course, for others it will be a refresher course with an introduction to new technology. They have grown up using technology and learning new technology for most of their lives. They are accustomed to it and find it easy to do. The students have significant work experience, have chosen to continue their education while working and for logistics purposes chosen an online program. The MBA is a means for them to further their career or change careers. It is important that the course material be relevant and authentic. The students expect material that they can connect to their work. Delivery method: Instructor-led asynchronous course delivered via Moodle LMS with 3 required synchronous sessions. Course 1. Describe the Business Process Management approach to change management and the role that models play in the approach. 2. Diagram a business process using business process modeling notation. 3. Describe the Operations Research approach to problem solving and how the Operations Research Approach can be used in the context of Business Process Management 4. Apply basic queuing theory, classic inventory control models and simulation modeling techniques as part of the application of the Operations Research Approach to the analysis of business processes. 5. Develop a plan for the implementation and evaluation of process improvements and activities to support future improvement of a business process.

2 LESSON 1 Business Process Management Life Cycle Gain an understanding of the Business Process Management Life Cycle 1. Describe the phases of the Business Process Management lifecycle 2. Define basic Business Process Management terminology 1) Discussion Question /Ice Breaker Activity: Introduce yourself on the Introduce Yourself forum, and respond to classmates posts 2) Review the mini lectures: a) Business Process Management and the BPM Lifecycle (To be developed by Instructor) b) The Case for Process Improvement: A Financial Example 3) Looking Ahead : a) Watch BPMN and Process Modeling b) Read BPMN and Business Process Management c) Read BPMN Method and Style: An Example Mini Lectures: a) Business Process Management and the BPM Lifecycle (To be developed by Instructor) b) The Case for Process Improvement: A Financial Example Video: BPMN and Process Modeling Example Quizlet Cards Slides and notes from Business Process Management and the BPM Lifecycle mini-lecture(pdf) Reading/Resources: BPMN and Business Process Management BPMN Method and Style: An Example Assessment: Create Quizlet flashcards for Business Process Management Terminology

3 LESSON 2 Business Process Modeling Notation Learn to use Business Process Modeling Notation 1. Draw and define the symbols that make up Business Process Modeling Notation 2. Use Visio 2010 to draw a diagram of a process using Business Process Modeling Notation 1) If necessary download trial version of Microsoft Visio ) BPMN Diagram Project Students will a) Create a BPMN diagram of a business process (TireMart Scenario) using Microsoft Visio 2010 and submit diagram b) Use a collaboration tool to compare and contrast their diagram with that of a colleague c) Summarize similarities and differences between the diagrams and give reasons for or against revising diagram and submit final diagram 3) Discussion Question Why is it important to first document/define the as is process? Why is it important for that step to be done collaboratively? Why do you think some people refer to documenting the as is process as process discovery? 4) Response - After reading all classmates posts, respond to at least two classmates posts ask a question, agree and say why or respectfully disagree and say why. BPMN Diagramming Basics Microsoft Visio video Reading/Resources: BPMN and Business Process Management BPMN Method and Style: An Example Grading Rubric for BPMN Diagram Project Assessment: Take Quiz in MOODLE over Business Process Modeling Notation and basic Business Process Management Terminology

4 LESSON 3 Reading/ Resources: Assessment: Operations Research Approach to Systems Analysis Gain an understaning of the Operations Research approach to Problem Solving and how it can be used in the context of Business Process Management 1. Discuss the Operations Research Approach to problem solving, why models are used and what makes a good model 2. Explain how the Operations Research Approach can be used in the context of Business Process Management 3. Observe a business process, formulate a problem statement and suggest possible improvements 1) 90 minute Synchronous Class Session based on The Food Processor 2) Read: a) Principles and Applications of Operations Research b) What is Operations Research? c) An Introduction to Models and Probability Concepts d) Defining the Problem e) Defining the Problem Statement 3) Discussion question: Describe a process you are familiar with that might benefit from process improvement. Formulate a problem statement. What changes do you believe would make the process more efficient? What data would you collect before and after the change in order to show that the process had been improved? 4) Respond to a classmates post: a) Have you encountered a similar problem? elaborate b) Suggest an alternative solution 5) TireMart Project Part I Students will a) As part of a group of 3: observe a business process (use the TireMart Quandry) b) Individually: analyze data, formulate a problem statement for the TireMart Scenario and suggest 3 possible system improvements None Principles and Applications of Operations Research What is Operations Research? An Introduction to Models and Probability Concepts Defining the Problem Defining the Problem Statement Participant Guide synchronous session WIMBA Student Guide Rubric for Essay Question and TireMart Project Part I Essay Question: How can the Operations Research Approach

5 be used in the context of Business Process Management?

6 LESSON 4 Inventory Control Gain an understanding of inventory system modeling and its applications. 1. Apply the following basic inventory control models as appropriate. a. EOQ (Economic Order Quantity) b. Newsvendor c. (Q,R) (order R when inventory reaches Q) d. (S,T) (order back to S every T time units) e. (S,s) (inventory level below s, reorder to S) f. ABC analysis. 1) 60 minute synchronous class session, lecture with time for discussion and questions 2) Inventory Consultant Project Students will a) Perform an analysis of a provided inventory scenario (students will not all receive the same problem) and report their results including a sensitivity analysis using 3-5 PowerPoint Slides and a recording (post to discussion board), b) Turn in calculations with an explanation of their thought process (turn in as an assignment). 3) Students will review their classmates posts and respond to at least 2 classmates posts, ask questions, agree with approach to problem and say why, respectfully disagree and say why Lecture Presentation with Participation Activities (To be developed by instructor, remix under Creative Commons of Gallien, Jérémie B Introduction to Operations Management, Spring (Massachusetts Institute of Technology: MIT OpenCourseWare), (Accessed 18 Nov, 2011).License: Creative Commons BY-NC-SA Inventory Simulation (will be used in synchronous session) from Web-based Simulations for teaching Queueing, Little's Law and Inventory Management Reading/Resources: Operations Reserach Methods and Models - Chapter 25 Rubric for Inventory Consultant Project Assessment: None

7 LESSON 5 Reading/ Resources: Queueing Theory Gain an understanding of queueing theory and its applications. 1. Define basic queuing theory terminology 2. Apply the appropriate queuing theory formulas to predict the behavior of a queuing system. 3. Make recommendations for improvements to a system based on a systems analysis. 1) TireMart Project Part II a) Discuss possible improvements to TireMart s current business practices with your group members. b) Create a to be Business Process Diagram using BPMN based on a provided as is Business Process Diagram. c) With group members students will develop a plan for implementing and evaluating your proposed changes. 2) 60 minute synchronous class session, lecture with time for discussion and questions, 3) Individual project based on Queueing Model Assignment from Simchi-Levi, David, and Stephen Graves J Manufacturing System and Supply Chain Design, Spring (Massachusetts Institute of Technology: MIT OpenCourseWare), (Accessed 19 Nov, 2011). License: Creative Commons BY-NC-SA Lecture presentation with participation activities (remix of Review of Queueing Models and After the Race from Simchi- Levi, David, and Stephen Graves J Manufacturing System and Supply Chain Design, Spring (Massachusetts Institute of Technology: MIT OpenCourseWare), (Accessed 19 Nov, 2011). License: Creative Commons BY-NC-SA Airport Security Simulation (will be used in synchronous session) from Web-based Simulations for teaching Queueing, Little's Law and Inventory Management Video: Customer Queueing Systems Articles from World Academy Online free online course book Applied Operations Management: Manufacturing and Services Queueing or Waiting Line Goal of Queueing Analysis Queueing (Waiting Line) Analysis Analytic Models for Waiting Lines Queueing Notation

8 Assessment: Rubric for Queueing Project None

9 LESSON 6 Simulation Modeling Part I Gain an understanding of simulation modeling techniques and the application of those techniques. 1. Describe when it is appropriate to apply basic simulation modeling techniques to a business process. 2. Describe how the simulation clock works 3. Differentiate between time-persistent and observation-based statistics 4. Identify events and appropriate state variables 1) Download Arena Student Edition 2) 60 minute synchronous class session, lecture with time for discussion and questions 3) Students will begin to work on a simulation project that will be due at the conclusion of the second part of this lesson: In groups of three they will begin to collaborate on the design and implementation of a simulation model based on a provided scenario. They will be required to model the existing system, an alternative described in the assignment as well as an alternative proposed by their group. Simulation: What?, Why? and When? Emergency Department Simulation Demonstration Slides from Synchronous Session Reading/Resources: Introduction to the Art and Science of Simulation Discrete-Event Simulation Rubric for Simulation Project Help and Online Documentation included in Arena Student Edition Assessment: Quiz over Basic Simulation Concepts

10 LESSON 7 Reading/Resources: Assessment: LESSON 8 Reading/Resources: Assessment: Simulation Modeling Part II Gain an understanding of simulation modeling techniques and the application of those techniques. 1. Apply basic simulation modeling techniques to the analysis of business processes as appropriate. 2. Use a simulation software package to: a. Construct a model of a system. b. Conduct experiments using a model of a system. Planning for Implementation, Evaluation and Beyond 1. Develop a plan for the implementation and evaluation of process improvements and activities to support future improvement of a business process.