PROJ6009 Business Process Management and Systems Assignment Report

PROJ6009 Business Process Management and Systems

Assessment Task

Review and analyse the case study provided and produce an AS-IS process map along with a 1,500- word report. In doing so, you are required to demonstrate an analytical approach to document and critically evaluate a business process, by mapping the process, identifying current pain points and areas of opportunity.
Please refer to the Instructions for details on how to complete this task.

Context

Businesses are faced with increased competition due to various factors, including globalizati and weakening local market economies. Due to the present uncertain economic conditions, companies have to work hard not only to maintain and grow their market share but also to maximise profits and minimise the risk of being overridden by their competitors.

To ensure that a business is operating at its full capacity, business leaders have to constantly re-evaluate, improve and sometimes rework their processes. This is where process analysis comes into play. It involves mapping out business processes, identifying pain points and areas for improvements that need to be addressed in order to increase efficiency levels. Thus, process analysis plays a crucial role in enhancing business capability.

Instructions

1. Case study

• Read the attached PROJ6009_Assessment 2_Case Study. This case study will form the basis for your Business Process Mapping Analysis.

• Assume that you are the process analyst for this project outlined in the case study.

• Though all students receive the same case study, it is expected that you think about the information provided from your own perspective, as an up-and-coming process analyst, in order to formulate a unique AS-IS process map. This requires you to think critically and to use your own criteria for analysis to identify process pain points and areas of opportunity.

2. Review content of Module 3.2–Module 4.2.

3. Analyse the case study and develop a AS-IS process map.

4. Write a 1500-word report to present your analysis accompanied by a AS-IS process map.

• You are required to provide a minimum of six (6) references (academic literature and industry publications). Please consider the case study as a seventh reference.
• The report should be written as if you are presenting it to the process owner who oversees the process.
• You may use one of the Process Swim line flowchart templates provided in the Learning Resources to develop your process map or you can develop your own format.

5. Structure of the report

The report must include the following headings and sections:

Title Page (Not included in the word count)

Include the subject code and name, assessment number and name, your name, your student

ID and your student email address.

Table of Contents (Not included in the word count)

List the report topics using decimal notation. It must include main headings and subheadings with corresponding page numbers and use a format that makes the hierarchy of topics clear.

Introduction (Approximately 100 words)

Provide a brief description of the case study, its background and where it stands in the current real-world scenario. Outline the topics that you will discuss in the report.

Business and process briefing (Approximately 400 words)

• Provide a brief explanation of the business and process overview.
• Evaluate process though the BPM pillars (people, process, technology) and components. Support your briefing with research and relevant examples.

Process map AS-IS

• Develop and include process AS-IS map (swim line flowchart recommended. Not included in the word count).
• Provide a brief description of the process (Approximately 150 words)

Stakeholder analysis (Approximately 350 words)

• Identify all process stakeholders and define roles and responsibilities.
• Analyse the process governance and make recommendations.

Critically analysis on gap between AS-IS process and future performance (Approximately 400 words)

• Identify the potential issues/pain points gap that the process is facing. Support your analysis with research and relevant examples. 

Solution

Introduction

The project report has highlighted the case study of the District Hospital in Sri Lanka. The project's main aim is to develop a-Hospital for the patients where it will develop ICT solutions and various appropriate change management that will help transform the hospital into an e-Hospital effectively.  MBA Assignment Expert The first section of the report will discuss the business process and the BPM pillars included in the overall achievement of the e-Hospital in Sri Lanka. Next, the report will demonstrate the process map for the IT solution implemented in the project. The various stakeholder analysis and challenges faced while doing this project has been described through this project effectively. 

Business and process briefing

Process overview 

The project was mainly convinced to be started in 2010. The district hospital in Sri Lanka, Dompe, is one of the ordinary government hospitals. The hospital was previously disorganised and overcrowded and had no IT solution. So, in this process, the project aims to impart new IT solutions and change the project situation more effectively in the hospital (Hrabal et al., 2021). It is necessary that the hospital does not want unnecessary delays for the patient and tries to change the situation by developing a more efficient hospital for the patients (Limited, 2020). Under the new concept, the main aim of the business project is to categorise the hospital staff as well as to modify the programming of the hospital by changing the attitude of the staff, re-arrangement of the hospital setting, and temporary access to each service that is necessary to provide for the hospitals. The new project will involve a new patient registration desk, queue management centre and reception desk. 

BPM Pillars 

People

The significant people of the ICT solution that will be involved in the project are mainly the regional director of health services and the medical officer, who is the hospital's acting director. The programme mainly includes the people of hospitals who are engaged mainly in improving morale, building team spirit and obtaining the abilities of the staff to accept the new solution effectively. The patient is another person that will be involved in the process and will be receiving quality care from the hospital. 

Process

The system will be developed in such a way that it enables the tracking of the patient throughout the hospital visit. Initially, the patient coming to the outpatient department will have to register in the system and thus will get a health card from the system. Then in the queue management centre, this card will be shown that will issue one token. Finally, the patient will be directed to the doctor's chamber (Heldman, Mangano & Feddersen, 2018). The doctor will be provided with the swap machine, which will swap the patient's healthcare to understand the patient's medical history. Ultimately, the doctor will prescribe the medicine according to the health status. 

Technology 

The district hospital of Sri Lanka mainly imposes the ICT solution that will improve hospitality management and provide patients with a seamless experience. In the process, the hospital health information management system version 1.2 will be implemented and customised in the manner of the district hospital of Sri Lanka. In order to deploy the software solution, the Units of hospitals will be under one network and bought under an in-house server. All the service points will be provided with individual computers, and Sri Lanka telecom services will be the hardware provider of the services. 

Process map AS-AI
 

Figure 1: AI-AS process map
(Source: self-developed)

Description 

As stated in the above AS-AI process map, it has stated the patient journey to the hospital visit the doctor's chamber. Under this process map, the outpatients must register in the hospital's system. Then, the hospital authority will generate a bar code, and a health card will be provided to the patient. Once the healthcare is provided, the patient will show it in the queue management centre. The hospital authority will provide today's token and direct them towards the right doctor's chamber. Once the patient enters the doctor's chamber, the doctor will swap the bar-coded healthcare and start the medical process accordingly. 

Stakeholder analysis

Stakeholder roles and responsibilities 

The main stakeholders are the hospital owners, who will be able to attract more patients through this e-Hospital. The regional director of health services is one of the stakeholders responsible for providing adequate health care to the patient. 

The OPD department of the hospitals is responsible for maintaining the daily records of the patients and keeping daily records of the number of patients who visit the hospitals (Mackey, 2022). Doctors are the stakeholders for the hospitals responsible for diagnosing the patient medical records and effectively giving appropriate remedies to the patient. Health administrators are also responsible for the practical understanding and maintaining the overall process of the health organisation. 

Concerning the governance process, it can be stated that Srilanka district hospital wants to improve the hospital into an e-hospital by implementing IT technology effectively. Though there are some recommendation that is necessary for this hospital are mainly, 
Developing the proper system and training of the healthcare professionals so that it becomes easier for the hospital authority to understand how they could train for the new IT system. Before the change management implication, it is necessary that the hospital staff can express their opinion as well as demonstrate the overall IT solution for the hospital effectively. 

Issues 

Two main challenges have been faced during the implementation of the AS-IS process in the Sri Lanka healthcare sector that prevent the embracement of the IT sector (McGrath, 2019). There needs to be more complexity in understanding the proper arrangement of the healthcare sector and the poor attitudes of the hospital staff towards IT. 

The forward performance of health care is mainly the effective development of the patient's health card. In the future, electronic bed tickets and interconnectivity will help to develop the e-Hospital effectively. 

Conclusion

To sum up, from the above report, it can be stated that the district health hospital of Sri Lanka wants to develop and transform the hospital into an e-hospital effectively. The AS-IS process has described how patients can use electronic systems that have helped them save time and improve the hospital experience of the patient effectively. 

References

Heldman, K., Mangano, V., & Feddersen, B. (2018). Pmp® project management professional exam review guide (Fourth). Sybex. https://lesa.on.worldcat.org/oclc/1020066593 

Hrabal, M., Tuček, D., Molnár, V., & Fedorko, G. (2021). The human factor in business process management: modelling competencies of bpm roles. Business Process 

Management Journal, 27(1), 275–305. https://lesa.on.worldcat.org/oclc/8919094714 

Limited, A. X. E. L. O. S. (2020). Effective project management. Stationery Office. https://lesa.on.worldcat.org/oclc/1243544942 

Mackey, P. E. (2022). Hospital emergency power supply systems. Consulting-Specifying Engineer, 59(4), 32–32. https://lesa.on.worldcat.org/oclc/9570892580 

McGrath, R. (2019). Capital project management: capital project strategy (Ser. Issn ser). Business Expert Press. https://lesa.on.worldcat.org/oclc/1127938711