MIS Ch. 2.2 – CofC – Flashcards
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customer-facing processes
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also called front-office processes, result in a product or service received by an organization's external customer; they include fulfilling orders, communicating with customers, and sending out bills and marketing information
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business-facing processes
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also called back-office processes, are invisible to the external customer but essential to the effective management of the business; they include goal setting, day-to-day planning, giving performance feedback and rewards, and allocating resources
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business process modeling
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is the activity of creating a detailed flowchart or process map of a work process that shows its inputs, tasks, and activities in a structured sequence
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mapping
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also known as business process modeling
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business process model
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a graphic description of a process, showing the sequence of process tasks, which is developed for a specific purpose and from a selected viewpoint
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as-is process model
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represent the current state of the operation that has been mapped, without any specific improvements or changes to existing processes
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to-be process model
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show the results of applying change improvement opportunities to the current (As-Is) process model
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swim lane
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layout arranges the steps of a business process into a set of rows depicting the various elements
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workflow
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includes the tasks, activities, and responsibilities required to execute each step in a business process
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business process improvement
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attempts to understand and measure the current process and make performance improvements accordingly
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automation
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the process of computerizing manual tasks, making them more efficient and effective and dramatically lowering operational costs
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streamlining
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improves business process efficiencies by simplifying or eliminating unnecessary steps
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bottlenecks
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occur when resources reach full capacity and cannot handle any additional demands; they limit throughput and impede operations
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redundancy
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occurs when a task or activity is unnecessarily repeated, for example, if both the sales department and the accounting department check customer credit
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cycle time
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the time required to process an order, is a common KPI for operations management
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business process reengineering
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the analysis and redesign of workflow within and between enterprises
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business process management
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focus on evaluating and improving processes that include both person-to-person workflow and system-to-system communications
