Abstract
This article proposes a framework, called BP-M* which includes: 1) a methodology to analyze, engineer, restructure and implement business processes, and 2) a process model that extends the process diagram with the specification of resources that execute the process activities, allocation policies, schedules, times of activities, management of queues in input to the activities and workloads so that the same model can be simulated by a discrete event simulator. The BP-M* framework has been applied to a real case study, a public Contact Center which provides different typologies of answers to users’ requests. The simulation allows to study different system operating scenarios (“What-If” analysis) providing useful information for analysts to evaluate restructuring actions.
Highlights
IntroductionIn the context of Business Process Management (BPM) [1], a large attention has been given to events, activities and decisions dealing with the processes of an organization
In the context of Business Process Management (BPM) [1], a large attention has been given to events, activities and decisions dealing with the processes of an organization.Several techniques have been developed in the analysis of the actual (As-Is) situation of organization’s processes, as well as in the re-engineering phase that leads to restructured (To-Be) processes
It allows to specify the process diagram, and the extensions for the Business Process Modeling and Notation (BPMN) language required in the BP-M* Process Model can be taken into account, as the definition of resources, their allocation policy, the duration of activities and so on
Summary
In the context of Business Process Management (BPM) [1], a large attention has been given to events, activities and decisions dealing with the processes of an organization. Several techniques have been developed in the analysis of the actual (As-Is) situation of organization’s processes, as well as in the re-engineering phase that leads to restructured (To-Be) processes. Computer-based Discrete Event Simulation (DES) [2] is one of the most used analysis
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