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Summary features of a process according to Davenport
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Summary of 4 pages for the course business process management at HoGent (Slides BPM english)
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Pagina |66. Features of a process according to Davenport
Davenport= one of the main founders of BPM
customer
•internal client
•external client
beyond organizational boundaries
•it is a collection of interrelated activities that starts with a
trigger and ends in the delivery and settlement of one or a
few products
1 owner
a. A process has a customer
The result of the process must have an added value to the customer doesn’t have to be an
external client
b. Beyond the organizational boundaries
Thinking in terms of processes involves the identification of a number of elements
The customer The trigger The result
The input and output The roles The handlings
The tools The flowing object: the flow The gateway
i. The customer
Vision: who is the customer?
Analysis:
- What does the customer want?
- How do we get a satisfied customer?
- How do we translate these customer needs into requirements on the process?
ii. The triggers
Trigger= an event or occasion that gets the process started
Often come via the client (needs)
Also be a “timer”
o Period
o Date
BPM Axel Mortier Davenport
, Pagina |7
Begin events= start
process
Intermediate events=
during process
iii. The result
End events= stop process
iv. The input and output
What comes in and out of the process?
Don’t confuse with “tools”
Examples input Examples output
- Documents needed to complete a Documents that are created during the process
process
- Data that is being asked
v. The roles
Role= who does the activities?
A person can have several roles
Examples:
o The receptionist
o The client
o The bookkeeper
o …
vi. The handlings (activities)
Verb (+ subject)
All activities that happen at:
- The same time
- By the same person
- And at the same place
Can be put in 1 activity
Examples:
- Making appointment
- Identification of client
- Setup an invoice
- …
BPM Axel Mortier Davenport
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