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INFS1602/2602 Final Exam Practice

发布时间：2023-05-23

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INFS1602/2602 Final Exam Practice

Business Process Modelling and Improvement Practice

Questions

Question 1: eBay and ByCreations

eBay Inc. is an American multinational corporation and e-commerce company, providing consumer-to- consumer & business-to-consumer sales services via the Internet. It is headquartered in San Jose,

California, United States. eBay was founded by Pierre Omidyar in 1995, and became a notable success story of the dot-com bubble. Today, it is a multi-billion dollar business with operations localized in over thirty countries.

The company manages eBay.com, an online auction and shopping website in which people and businesses buy and sell a broad variety of goods and services worldwide. In addition to its auction-style sales, the website has since expanded to include "Buy It Now" shopping; shopping by UPC, ISBN, or some other form of SKU (via Half.com); online classified advertisements (via Kijiji or eBay Classifieds); online event ticket trading (via StubHub); online money transfers (via PayPal) and other services.

eBay.com is not a free website, but charges users an invoice fee when sellers have sold or listed any items

Businesses on eBay

The original idea behind eBay was to have individual consumers buying and selling from one another. However, it did not take long for businesses to realize that eBay could be a viable sales channel for them as well. ByCreations Pty Ltd was one such business that joined eBay within months of its inception.

Prior to joining eBay, most of ByCreations’orders came over the telephone. When an order came in, a sales clerk would run a check on Bycreations inventory database to ascertain if there was enough stock to meet the order. If there was not, the sales clerk would inform the customer over the telephone and reject the order. If there was, the sales clerk would request payment from the customer. Customers had the option to pay by credit card or cheque. If payment was by credit card, the sales clerk would simply process the payment over the phone. If the customer chose to pay by cheque, the sales clerk would have to wait for the customer to mail the cheque in and clear the cheque with a bank before the order could be processed. Once the payment was confirmed, the sales clerk would print out a receipt and a picking ticket. The receipt would be sent by post to the customer while the picking ticket would be forwarded to a storeman in Bycreations’warehouse.

Once the storeman received the picking ticket, he or she would proceed to pick the items from the warehouse shelves. Once all the items in the order have been picked, the storeman would update the stock levels in the database and seal the items in a package at the same time. The storeman would then write the customer’s address on the package, print and attach a shipping notice with the package, before calling the courier company to arrange for pickup.

BPMN modelling

Create a Business Process Diagram using BPMN notation for ByCreations’phone order processing process. The process begins when an order is received from a customer over the telephone. You are required to use the“public black-box”layout.

Question 2: Starbucks

Starbucks Corporation is an American coffee company and coffeehouse chain. Starbucks was founded in Seattle, Washington in 1971. Today it operates 23,768 locations worldwide. Starbucks locations serve hot and cold drinks including whole-bean coffee, espresso, caffe latte and tea products, as well as fruit juices and Frappuccino beverages. Pastries and snacks are also served at its stores. Many stores also sell pre-packaged food items like hot and cold sandwiches, as well as drinkware including mugs and tumblers. Starbucks-brand coffee, ice cream and bottled cold coffee drinks are also sold at supermarkets and grocery stores.

Starbucks is considered the main representative of "second wave coffee", initially distinguishing itself from other coffee-serving venues in the US by taste, quality, and customer experience. In terms of customer experience in particular, Starbucks revolutionised the way coffee is prepared and served in contemporary cafes using a service system based on production line principles.

The Starbucks Service System

As part of Starbucks’service system, a customer would walk in and place an order with a cashier. The cashier would then key in the order and make additional suggestions based on what the customer ordered (e.g. upgrading to larger drink, complementary menu items, additional side orders or dessert). The order is then confirmed on the point-of-sale system and electronically transmitted to the bar area monitor. Next, the cashier collects the payment and prints a receipt for the customer. The customer could choose to pay in cash or by credit. If the customer’s credit payment is not approved, they are asked to try again or the order will be cancelled. After the credit payment is verified, an additional credit card payment slip is printed and given to the customer as well.

A barista would start preparing the order once the order is received and displayed on the bar area monitor. If there are insufficient ingredients to meet the order, the barista responsible for preparing the order will notify the outlet manager and reject the order. As the customer waits for the order, the cashier would repeat the order through a microphone at intervals of thirty seconds until the order is completed by the barista. When the order is ready, the cashier would serve the items ordered to the customer and“bump”the order.“Bumping”the order means that the cashier would clear the order record on the monitor, as well as record the time and update the information in the point-of-sales system for performance assessment purpose.

BPMN modelling

Create a Business Process Diagram using BPMN notation for Starbucks’process of processing an order over the counter. The process begins when a customer walks into one of Starbucks’locations and ends when the order is“bumped”. You are required to use the“public black-box”layout.

Question 3: Epworth House

Epworth House is a student residence based in Thousand Oaks, California in the US. The following describes its billing process that is triggered monthly on a specific billing date (i.e., 27th of every month).

On the billing date, a clerk at Epworth House will check the details of the student to see if the student is a new or existing student. If the student is an existing student, a standard invoice is prepared. If the student is a new student, an adjusted invoice is prepared that takes into account when the student moved in. The clerk has to calculate and pro-rate all the expenses incurred by the student to prepare the adjusted invoice.

Once the invoice is ready (either standard or adjusted), the clerk will have to update the Accounts Receivable Subsidiary Ledger, and Accounts Receivable Masterdata file at the same time. Following this, a monthly statement will be prepared based on the standard or adjusted invoice created earlier, and the invoice and monthly statement will be sent together to the student.

At this point, the statement balance will also be checked by the clerk to see if the student still has an outstanding balance from the previous statement. If this balance is less than $510, no actions are taken, and the process ends. If this balance is above $510, the clerk prepares a warning letter that is sent to the house manager for his/her signature. The signed warning letter is then sent to the student before the end of the process.

Q3a. BPMN modelling

Create a Business Process Diagram using BPMN notation for the process described above. You are required to use the“public black-box”layout.

Q3b. Business Process Improvement

Analyse the business process diagram you have created and the information in the table below.

Activity	Duration	Gateways	Probabilities
Prepare standard invoice	10 mins	New Student?	Yes: 15% No: 85%
Prepare adjusted invoice	30 mins	Balance over $510?	Yes: 30% No: 70%
Update A/R Subsidiary Ledger	15 mins
Update A/R Masterdata	5 mins
Prepare statement	15 mins
Check statement balance	2 mins
Prepare warning letter	30 mins
Sign warning letter	15 mins

Based on your analysis, recommend 5 ways of improving the billing process of Epworth House.

Question 4: Toy Company

A toy company processes online orders in the following way.

When an order is received from a customer, a sales clerk at the toy company makes two copies of the online order form. The second copy is sent to a storeperson at Toy Company who works at the warehouse. Holding on to the first copy, the sales clerk will check to see if the customer is a new customer or not. If the customer is new, the sales clerk will confirm the customer’s shipping address by sending a request for information, wait approximately three days for the customer to respond, and enter the customer’s record into the company’s customer database. Conversely, if the customer is not new, the sales clerk would simply extract the existing customer record directly from the customer database.

Once the sales clerk has the customer record, the sales clerk will request payment from the customer, who can choose to pay by credit card or cheque. If the customer chooses to pay by credit card, the customer will provide his/her credit card details and the credit card payment will be processed accordingly. If the customer chooses to pay by cheque, the cheque will be deposited and cleared by the sales clerk. After payment is made, an acknowledgement and a picking ticket are printed. The acknowledgement is sent to the customer while the picking ticket is sent to the storeperson.

With the second copy of the order and the picking ticket, the store person would print out the shipping labels for the packages to be sent and pick the items listed on the picking ticket while the printing is happening. After all the items are picked, the store person would pack and seal the package, print a shipping notice for the carrier company, and send the package to the carrier together with the shipping notice.

Q4a. BPMN modelling

Create a Business Process Diagram using BPMN notation for the process described above. You are required to use the“public black-box”layout.

Q4b. Business Process Improvement

Analyse the business process diagram you have created and the information in the table below.

Activity	Duration	Gateway	Probability
Make copies of order form	5 mins	New customer?	Yes: 50% No: 50%
Confirm shipping address	5 mins	Payment mode?	Credit Card: 60% Cheque: 40%
Enter customer record	5 mins
Extract customer information	2 mins
Process credit payment	2 mins
Deposit and clear cheque	3 days
Print acknowledgement and picking ticket	5 mins
Print shipping labels	30 secs
Pick items from warehouse	15 mins
Pack and seal package	5 mins
Print shipping notice	5 mins
Send package to carrier	60 mins

Based on your analysis, recommend 5 ways of improving the sales process of the online toys retailer.