In the modern era, the factor for survival of any business is to move form just earning ‘profits’ to gaining ‘competitive advantage’. The secret behind the success of any organisation is that right information is transmitted at right time to right person. There should be proper management of information and effective as well as efficient strategies for decision making are to be taken. After the liberalisation and globalisation, the importance of capturing the opportunities at right time has become very important. Therefore, Management Information System (MIS) has become very important in today’s world. It provides systematically analysed information which is of high quality in the form of personalised reports.
This report introduces a hypothetical case study of a hospitaland analyses the business process management methods and techniques used. It also highlights the role of business process management and evaluates the approaches to business process management and systems, related risks and implementation processes. It introduces the As- Is model and To- Be model of the hospital.
Business process management is a method to build, model, analyse, optimise and automate business processes. It is simply a mixture of methods which is used to manage the business processes of any company. The activities involved in business processes management can be categorized into various groups such as Design, modeling, execution, monitoring and optimizing. Business process management takes care of many IT issues including
There are few important business processes that is the heart of execution of any business. They are Sales and marketing, HR and management, accounting and finance, logistics and production and customer service.
The utilisation of rules in order to manage business process management programs and initiatives is known as business process governance. It is also known process governance and BPM governance. The governance approach explains a set of roles, responsibilities and policies which further specifies that how the project business process management activities are directed, supervised and controlled. The main factors of governance approach are:
Whereas, governed guidelines consists of:
There are many strategies for the risk management in business process management. Some of them are:
Bethesda Hospital is located in Claremont, WA, Australia. This is a metropolitan hospital that supplies many services such as
Some major issues faced by the hospital are:
This hypothetical case highlights the General Medical process. This shows the processes that any patient has to follow after entering the hospital.The new case starts as any patient visits the hospital. After that the patient has to be admitted and the entry has to be made by the receptionist. Every patient has to maintain its individual record. The process comprises of a number of tasks like tests, diagnosis and treatments. These tasks are conducted by the respective specialists which include, doctors, test experts, schedule planners, therapists.
The process is started by the receptionist making an entry of the new patient. After that, a schedule planner plans for the testing. This diagnosis is done by the doctor and he analyses whether an individual needs further assistance or should be released. If the symptoms of the patient are not clear then he is referred to the expertise. There are various types of tests which are carried by experts. These test results are forwarded to doctor to decide the follow-up diagnosis. It is up to the doctors who can either release the patient or suggest him other therapists or treatments.
Testing is done by the staffs of the hospitals. However, eternal parties are also involved in the testing procedure. This is because of lack of knowledge and expertise of the internal staffs in some of the testing. Also, the lack of equipments forces the hospital to outsource it.
After the tests, diagnosis, therapy and treatment, the patient is released. The last process of this is collection of payments by the patient. It is seen either the costs are covered by the Medicare or Private Insurance or it is paid by the pocket expenses of the patient. The patient is given the time of a month to arrange the payment.
Some of the major issues are mentioned below. They are numbered according to the urgency of the issue to be addressed.
The To- Be model takes care of the issues in the As- Is model. This model creates more connections and shows proper linkages of different departments of the hospital. There is more than one receptionist. Also, there is an option of self-registration in this To- Be model unlike As- Is model.
Looking at the devil’s triangle, the most important issue to be addressed is related to time. This is because the main issue faced by the As- Is model is that there is lack of staffs. This is causing long queues by the patients in the hospital. Therefore, to address this problem employment of more receptionists is to be done. On the other hand, this will reduce the time and improve the efficiency in the process.
The above case study highlights that there were many issues with the As-Is model. These issues were taken care by managing the business processes. To-Be model was created to correct and improve on the As-Is model of the hospital process. The issue register was created for the same. This issue register contains the problems which were taken care in the To-Be model.
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