ASSIGNMENT 2

Business Analysis

Submitted by:

Imran

1467207

Melbourne polytechnic

Table of Contents

1. Use Case Description: 2

2. Class Diagram: 11

3. As IS BPMN-State Machine Diagram: 11

4. Classification of Activities: 12

5. Calculation of Cycle Time Efficiency: 12

6. Issue Register: 14

7. Proposal for Changes: 16

8. BPMN Model To-Be: 17

9. Bibliography: 18

1. Use Case Description:

Name	User Login
ID	UC-Customer-1
Brief Description	The users will login to the system so that he/she can access various sections of the site
Organizational benefit	As the user will login to the system, the organization communication will increase with the user. The organization can provide various details to the user through secured connection
Frequency of use	The user will login at least once a day in average
Related use case	Enter login details and password
Trigger	A session will start after login against the user
Pre-Condition	The user needs to be registered
Post Condition	The user have to be valid
Activity	User	System
User will access the webpage	The system will respond as per user request
	Check the user validity
	Check the user registration
	Redirects to the next page
Exception	Session breaks again and again

Name	Enter login details and password
ID	UC-Customer-2
Brief Description	The user will input the user id and password
Organizational benefit	The organization can detect the user with the id that has been used for logging in into the system The organization can allow the user to protect its data from other user through the password. This increases the loyalty of the user.
Frequency of use	The user will login at least once a day in average
Trigger	User login will initiate
Pre-Condition	The user must have a id and password
Post Condition	The user id and password must be valid
Activity	User	System
User will access the webpage	The system will respond as per user request
The user will input user id
The user will input password
	Check the validity of id and password
	Redirect the user to next page
Exception	The id may be rejected by the server

Name	Query on car options
ID	UC-Customer-3
Brief Description	The user will submit the query regarding the options that are available against individual cars
Organizational benefit	The organization can share details of the options that are available regarding each car to the user efficiently The organization can attract new customers through various options available for individual cars The customer loyalty can be creased through the availability of proper options
Frequency of use	The user will access the options once every two days a week
Trigger	The options will be visible to the users
Pre-Condition	The user must have valid account
Post Condition	The options must be available for the customer
Activity	User	System
User will access the webpage	The system will respond as per user request
The user will input id and password
The user will login
	The system will access all the options that are available against cars
	The system will send details of options to the users against requested car
Exception	No car options are available to the user

Name	Querying on book a car and query confirm the
ID	UC-Customer-4
Brief Description	The user will submit a query regarding a car booking The user will acknowledge if the query regarding booking car is confirmed
Organizational benefit	The organization can sell a car through the booking option, this will lead to profit of organization and increase in sale The organization can communicate with the user in better way regarding sale of a car
Frequency of use	The booking depends on the customer interest and requirement Average booking of car as per a single day is ten times
Trigger	The organization sell of car will increase
Pre-Condition	The user must be credible to buy a car
Post Condition	The payment must be done in the adequate way
Activity	User	System
User will access the webpage	The system will respond as per user request
The user will input id and password
The user will login
The user will request for booking a car	The system will check if the car is available
	If the car is available then the car is booked against user request
	After the booking of car is successful a confirmation message will be sent to the user
The user will confirm booking of car
	The system will book the car and ready the dispatch process
Exception	He user is credible but the car is not available at current time

Name	Checking payment process
ID	UC-Customer-5
Brief Description	The user will make the payment against booking a car in the system
Organizational benefit	The organization can sell a car through the booking option, this will lead to profit of organization and increase in sale Through a secured payment method, the user can pay the price without any hassle Better customer satisfaction while ensuring a sale
Frequency of use	The payment method depends on the customer interest and requirement Average payment against booking of car as per a single day is ten times
Trigger	The organization sell of car will increase
Pre-Condition	The user payment method must be available
Post Condition	Payment of full amount needs to be done
Activity	User	System
User will access the webpage	The system will respond as per user request
The user will input id and password
The user will login
The user will request for booking a car	The system will check if the car is available
	If the car is available then the car is booked against user request
	After the booking of car is successful a confirmation message will be sent to the user
The user will confirm booking of car
	The system will book the car and ready the dispatch process
	The system will ask the user to make the payment
The user will make payment against the car
	The system will analyses the payment
Exception	The user payment may stuck due to bank server error

Name	Checking payment confirmation
ID	UC-Customer-6
Brief Description	The user will make the payment against booking a car in the system and wait for confirmation of payment from organization
Organizational benefit	The user will be able to see if the payment has been processed properly Through a secured payment method, the user can pay the price without any hassle Better customer satisfaction while ensuring a sale
Frequency of use	The payment method depends on the customer interest and requirement Average confirmation against payment as per a single day is ten times
Trigger	Payment table update
Pre-Condition	The user mail and contact number must be valid and working
Post Condition	Payment of full amount needs to be done
Activity	User	System
User will access the webpage	The system will respond as per user request
The user will input id and password
The user will login
The user will request for booking a car	The system will check if the car is available
	If the car is available then the car is booked against user request
	After the booking of car is successful a confirmation message will be sent to the user
The user will confirm booking of car
	The system will book the car and ready the dispatch process
	The system will ask the user to make the payment
The user will make payment against the car
	The system will analyses the payment
		The system will check whether the full amount has been paid by the user
		If the amount is paid then a confirmation message will be sent to use
	The user will acknowledge the message
Exception	The confirmation is delayed due to bank money transfer error

2. Class Diagram:

3. As IS BPMN-State Machine Diagram:

Figure 2: As-Is model of Business Process of Helpdesk

(Source: Created by Author)

4. Classification of Activities:

Value Adding	Business Value-Adding	Non Value-Adding
Request Submission	Make Request	Send to Level 2 Staff
Analyze Problems	Makes a Call	Identify Priority and backlog of requests
Solve Problem	Send an Email	Send to Level 1 Employee
Process Request	Revive Request	Send to Client
Evaluate Request	Assign to level 2 employee	Client e-mail the test results
Assign Priority Level	Test Resolution
Develop Resolution	Complete Request
Access Outcome

5. Calculation of Cycle Time Efficiency:

Process	Type	Time
Submitting and registering a new request	Value Adding	5 Minute = 5/60 hour = 0.083 hour
Level-1 staff check requests	Value Adding	1 hour
Checking if a new request is known (level 1 staff)	Non Value-Adding	10 Minutes = 10/60 hours = 0.167 hours 20 percent of cases are known so, (0.167/100)*80 = 0.134 hours
Level-1 staff to communicate the resolution to the client	Business Value-Adding	5 Minute = 5/60 hour = 0.083 hour
Level-2 staff evaluate new requests	Value Adding	2 hours + 20 minutes = 2.333 hours
Level-2 staff prioritize a request	Non Value-Adding	5 Minute = 5/60 hour = 0.083 hour
Assign to level 2 employee	Business Value-Adding	20 hours
Research and resolve a request	Value Adding	2 hours
Write the resolution to a request	Value Adding	20 minutes = 0.333 hours
Request is fetched from the job tracking system	Non Value-Adding	20 hours
Send to the client a problem resolution previously written by a Level-2 staff	Business Value-Adding	20 minutes = 0.333 hours
Test Resolution	Business Value-Adding	20 hours
Client e-mail the test results	Non Value-Adding	10 Minutes = 10/60 hours = 0.167 hours
Complete request	Non Value-Adding	66.549*80/100 = 53.239 hours

Cycle time efficiency = (Value added process time/total time)*100 %

= (5.749/119.788) *100%

= 4.79 %

6. Issue Register:

ID	Issue Name	Issue Type	Description	Impact	Priority
1	Long time for request	Internal Operation	The helpdesk employees need to take more than average time required to process a request.	High: Client Satisfaction	High
2	Absence of Notification	Internal Operation	Helpdesk, at present, has no process or function that can remind them regarding the non-processed requests.	Medium: Client Satisfaction	High
3	Bad communication with client	External Operation	The helpdesk employee can only communicate with the client after the completion of a request.	High: Request Processing	Medium
4	Bad communication within Helpdesk	Internal Operation	The helpdesk staff may face difficulties in communicating the request related information and status with themselves. The forwarded request from one level staff to another may be unnoticed until a customer makes them remind.	High: Request Processing	High
5	No information of request status	Internal Operation	The helpdesk has no function or option to mark the status of the request so that individual staff can access the actual status of it.	Medium: Request Status	High
6	No status data present at helpdesk to provide the client before completion	External Executive	If the client request for the status or expected date of request completion, the staffs are not able to provide any answer to the client	Medium: Request Status	Medium
7	Consumption of time through sending data to various recipients	Internal Operation	The Level 2 helpdesk employee has to send the last the updated request data to Level 1 helpdesk employee and then to customer. This takes time requests are delayed as they are send as per the queue.	Medium: Request Processing	Medium
8	Absence of request register	Internal Operation	The level 1 employees of helpdesk are responsible for checking the status of the request. The employees often face difficulties in accessing the status of the request. This happens because many time the requests are marked as open while actually those are completed.	Medium: Request Processing	Medium

7. Proposal for Changes:

Use of Request Register: The request register will be an electronic copy of the request that will hold the information regarding the request. This register will provide each of the request a unique id. These unique id will be allowing the staff to store requests in the database. The register will have a column called status. This will update each time a specified process done (as per the business process model). If a client wants to see the status of the request then it can be seen easily.

Using a Portal or Site: If the clients can register a request and see the status of the request through a website, it will surely enhance the customer satisfaction level several times than at present. The portal will allow the client to see the request status at any time.

8. BPMN Model To-Be:

Figure 3: To-Be model of Business Process of Helpdesk

(Source: Created by Author)

Figure 4: Sub Process of Create/Update Status Business Process of Helpdesk (Source: Created by Author)

Bibliography:

Allweyer, T., 2016. BPMN 2.0: introduction to the standard for business process modeling. BoD–Books on Demand.

Byrne, B. and Shahzad Qureshi, Y., 2013. The use of UML class diagrams to teach database modelling and database design. In Process of the 11th Int Workshop on the Teaching, Learning and Assessment of Databases (TLAD). The Higher Education Academy.

Cabot, J., Clarisse, R. and Riera, D., 2014. On the verification of UML/OCL class diagrams using constraint programming. Journal of Systems and Software, 93, pp.1-23.

Ferme, V., Ivanchikj, A. and Pautasso, C., 2015, August. A framework for benchmarking BPMN 2.0 workflow management systems. In International Conference on Business Process Management (pp. 251-259). Springer, Cham.

Raengkla, M. and Suwannasart, T., 2013. A Test Case Selection from Using Use Case Description Changes. In Proceedings of the International MultiConference of Engineers and Computer Scientists (Vol. 1, pp. 13-15).

Skouradaki, M., Roller, D.H., Leymann, F., Ferme, V. and Pautasso, C., 2015, January. On the road to benchmarking BPMN 2.0 workflow engines. In Proceedings of the 6th ACM/SPEC International Conference on Performance Engineering (pp. 301-304). ACM.

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