Business Process Modeling Analysis

Questions: Introduction Tapzeem Chemicals is a wholesaler who supplies independent pharmacies operating in Australia with pharmaceutical drugs. The company operates through a sales force, with each salesperson being allocated a region to look after. Each region contains a number of pharmacies, some of whom are existing clients. During the weekly visit the salesperson takes orders for the goods that the pharmacy wishes to receive in the next delivery. Fulfil Order Process At the end of each day the salesperson faxes the orders through to the sales administration team, who check the orders for completeness (name, delivery address, etc). Any orders that are incomplete are returned to the salesperson, who is responsible for returning the order to the client. Complete orders are recorded, and the sales administration team then check to see if the client is an existing client. For existing clients the sales administration team, send the order to the warehouse for the dispatch of the goods. For new clients, the order is passed to the credit control clerk who checks the client's credit worthiness. If the credit status of a potential client is unsatisfactory the salesperson is notified and it is their responsibility to notify the potential client that they have been rejected. If the credit status of a potential client is satisfactory the credit control clerk passes the order to the sales ledger clerk who then prepares a client file. Once the client file is prepared the order is passed to the warehouse so that the goods can be dispatched. Once the warehouse receives the order, a member of the warehouse team picks, or selects, the goods for dispatch. Once the goods are picked they are checked against the order by the warehouse supervisor. If the order is incomplete, the complete order is returned to the warehouse team member to re-pick the goods. The order is then rechecked by the warehouse supervisor. When the order is complete the warehouse dispatches the goods to the cli ent. Once the goods have been dispatched the sales ledger clerk prepares and dispatches an invoice to the client. (a) Students are required to develop a process model using the swim lane approach for the Fulfillment Order process described in the above scenario. (b) Describe Four areas in which Tapzeem could improve their Fulfilment Order process and explain the impact of each improvement suggestion. Answers: Introduction: Business processing model is the activity of representing processes for improving the existing process of the business. The popular organization Trapzeem Chemicals deals in supplying various pharmaceutical drugs in Australia. The organization has operated their drug supply business through their sales forces. As stated by Laguna and Marklund (2013), the organization has implemented the business objectives to increase the process speed and quality of the supply system. The organization has implemented the business processing model to reduce the cost. The business modeling process is motivated by the requirement of the organization. As stated by Meyer et al. (2013), new technological innovation and information technology improves the business modeling process. It has been observed that the change management program is involved in the improvement of business decision process of the organization (Dumas et al. 2013). Additionally, it is understood that the Southgate Hospital Accident Eme rgency Department (AE) has implemented a new entry process for the hospital patients. The new strategy has been implemented to remove the harshness of the patients (Rosemann and vom 2015). a) Process model for fulfillment order process: Trapzeem Chemicals has implemented an independent pharmacies operation system in Australia. The organization has assigned a number of pharmacists to provide service to the clients (Seuring 2013). It has been observed that the salesperson had taken orders from the customers and delivered medicines to them. The organization has already implemented and fulfilled the process of delivering the orders through the sales administration team (Van 2013).. The sales administration team has checked the orders. The orders are usually recorded and sold by the sales administration team. It has been observed that the organization has maintained separate processes for the existing clients (Dumas et al. 2013). The sales team is responsible in sending the orders to the warehouse for dispatching the goods. It is understood that the organization has implemented separate systems to process the orders of new clients. The orders of the new clients have been passed by the credit control clerk (Seuring 2013). The credit control clerk has checked the credit worthiness of the clients. The credit control department has the responsibility to notify the potential clients about the rejection of their orders. As stated by La Rosa et al. (2013), the credit control team passes orders only if the credit status of the potential clients is satisfactory. Thereafter, the sales ledger clerk processes the file with respect to that particular client. As stated by Grner et al. 2013), the goods can be dispatched after preparing the order of the client. The team has dispatched the goods after receiving confirmation from credit control department. It has been observed that incomplete orders are returned to the warehouse team members to repack the goods. In such an instance, the order is rechecked by the warehouse supervisors. As stated by Laguna and Marklund (2013), completed orders are usually the ones that are dispatched to the clients. This existing process of the organization is long and a critical one. This process is a lengthy one as it requires a long time to process the orders and finally deliver the same to the customers. Figure 1: Process model along with Swim lane approach (Source: Laguna and Marklund 2013) The Swim Line approach is a cross functional flowchart, to map the process within the product processing unit. According to the Swim lane approach, the product processing system of the organization is divided into 5 different segments namely customers, sales, contracts, legal and fulfillment (Meyer et al. 2013). The customers have ordered medicines, paid money for the medicines and have received the same. The sales team has collected the orders from the customers and has entered the code of their orders (Seuring 2013). After that the sales person contacts with the agents in order to review the orders. The agents then analyze the orders. If the standard terms have been followed by the sales person, then the agents approve the orders (Dumas et al. 2013). After observing the entire order processing process, the processing unit legally approves the order. Finally, the product is picked by the shipment and finally shipped to the customers house. As stated by La Rosa et al. (2013), if agents observe any kind of discrimination such as payment issues, medicine unavailability or wrong order, then they may cancel the order. Thus under such circumstances the order may not be shipped. The agents would then inform the sales personnels about the reason behind cancelling the orders (Rosemann and vom 2015). It has been observed that the order processing procedure of Tapzeem Chemicals is quite similar to the order process model with Swim lane approach. However, the organization has maintained different procedures for existing customers as well as the new customers (Laguna and Marklund 2013). The organization has assigned the credit control staffs to process or reject the orders. b) Four different areas through which Tapzeem could improve their fulfillment order processing: It has been observed that the sales persons fax the orders by day end. After that, the administrative team checks the completeness of the orders such as name and delivery address of the customer (Rosemann and vom 2015). Thereafter, the administration refuses the incomplete orders. Next, the administrative department checks the record details to verify customer credentials to identify whether the customer is new or existent Grner et al. 2013). This system of placing order takes a long time to complete. Therefore, the sales persons have to implement an online order strategy which can aid in transferring the order details to the administrative department. In this way the sales department can convey the order details as soon as information regarding it is received (Dumas et al. 2013). They do not need to wait for day end. Therefore, with this process the administration gets the order details through the day. Thus this process would save much time. Consequently, the entire order processin g process would be a swifter one. . As stated by Rosemann and vom (2015), such swift processes will enable the customers acquire their medicine within a short time. This may in turn increase customer satisfaction. It has been found that the administration team directly processes the medicines for the existing customers. However, in case of new customers, the team sends the orders to the credit control staffs. The credit control department then analyzes the credit status of the new customers (Antunes et al. 2013). The credit control department rejects the orders of new customers if the credit control of the potential clients is unsatisfactory. Thereafter, the credit control department informs the sales department about the rejection of the order (Dumas et al. 2013). Therefore, the credit control department has to be flexible with the new customers. It is understood that they may have maintained ethics and company policies, but they need to provide opportunities to new customers to clear their payments according to their order Grner et al. 2013). Additionally, the credit control department has to implement various payment options such as online transaction, fund transfer, payment through credit card or debit card and pay pal for the customers. Such availability of varied options will help the customers clear the amount within the second instance, thereby increasing customer satisfaction (Rosemann and vom 2015). It is understood that the credit control department is vested with the responsibility of transferring the the accepted orders to the warehouse department. Thereafter, the warehouse then collects the medicines and sends the same to the packaging department (Feldmannn 2013). Next, the packaging department then rechecks the packaged product a gainst the order details. This process takes a long time to finalize the dispatch products. Therefore, the organization needs to implement the barcode technology or QR code technology for matching the product with the order details (Li et al. 2014). The organization has to simply install barcode generators and printers and a barcode scanner for this process. The barcode developer has implemented barcodes against the product specification and customer information (Stavrou et al. 2014). Therefore, the packaging department simply needs to scan the barcode to match order details with that of customers (Dumas et al. 2013). This innovation will decrease the errors and the organization will deliver product within a short time. It has been observed, that entire sales process is usually controlled by the sales force. The customers have ordered their medicine through the sellers (Fleischmann et al. 2012). It has been noticed that the sales persons are not available all time. Therefore the customers have no option to order their medicines from the wholesaler. Keeping this in mind the organization has to implement online services for their customers, where they can order the medicines directly through the company website (Van 2013). The online orders are directly processed by the administration team. The customers can payments through online payment modes (van 2013). This online facility attracts more customers and satisfies them, thereby increasing the brand value and profit of the organization. Conclusion: This assignment is based on business order processing for two different industries such as a medicine wholesaler and a healthcare organization. The order processing system has been analyzed along with the Swim lane approach. It has been found that the organization has improved their order processing strategy with the help of an innovation technology. 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