Процессы: «как хотим» и «как реально работают»

1.

Процессы: «как хотим» и «как реально
работают»
1
2
3
Задокументированные
процессы
Реализованные
процессы
Выполняемые
процессы
(Управление процессом)
(ИТ департамент)
(Исполнители)

2. Пример реального процесса

Процесс «как должно быть»
Процесс «как есть»
Документ / регламент
реальное исполнение
Input from Account Team
Receive
Account Team
customer
plans
Manager
informs
informed
Manager of
of major project
major project
from other
PM reports
Project Status
PM Plans
Customer
Customer
Request
Requirements
Inform
Form sent from Oswestry Capacity Managment
Sales
SDH23
Decide to place
received
order with
Decide no new
tactical planner
orders required
0.50 Day(s)
Raise
Customer
Order
SDH PM
Customer
not required
(End)
request (major
project)
Links PM plans
Customer Reqs &
Requirement
generated
Dead end
Tactical Planning
Tactical
Planning
as result of
capacity
Front
Office
Links PM Plans
Route
Customer Requirements
New quote
not
& SE Capture Order
request
investigated
RF's sent for
from PM
Financial
authorisation
SE Capture
Order
Links Supervise contract
& Tactical Planning
RFs sent to
CSP Contracts
Out of Scope - not Modelled
New quote
request from
customer
Supervise
Order being
processed
Contract
Response
filed
CRF completed
and
faxed to
Dead end
Ready for
issuer
Order & Issuer
Enter Order
Links Supervise Contract
Pass Missing
information
Links SE Resolves
delay & WBP
601 Task
generated on
Delay enquiry
Detailed
Planning
Dead end - route
Progress info
not investigated
passed to WBP
Links JC analyse
delay & SE
NJRA closed
CMC queue
Links Issuer Enter
responds to
Order & SE
Links Issuer Enter
Order & JC Order
to Customer
Resolves
Missing
information
request (Issuer)
Validation job
Wideband
Planner
Progress update
to SE
SE Analyse
Delay
Proact job
complete
Customer
Resolves
Links Issuer Enters
Order & NTE Task
Validation
A601
601 task to
Dead end - route
Progress info
not investigated
passed to NSD
Not modelled
Links to
External Works
carrying out DL works
Wideband
planner
Progress
JC Analyse
Delay
Links Issuer Enter
Order & Search
Term point
Allocation
complete
on queue
SE respond
live
from customer
Enter Order
Term Point
Allocation
CSPC
DL proact job
Route not investigated
INAC task
SE
0.50 Day(s)
Job
Control
Job Control
Initiated
Planning
& Supervise Contract
Links JC analyse
NJRA
Links Detailed
& COW supervise
External Works
& Issuer Enters Order
to Issuer
Issuer
0.50 Day(s)
installation
Dead end
Links SE Capture
Links SE analyse delay
& JC analyse delay
request
to JC
(SE)
for Y Code
Dead end - route
Progress info
not investigated
passed to PM
Requires
further
Investigation
Missing
Budget
information
received (JC)
IM Plan Sites
Links Issuer chase
Re-Issue
missing info & JC
Order Validation
JC order
validation
Y Code
601 Task
Search
to WBP
Slough/
Links WBP Site Survey
& NSD Job Selection & Clean
Dead end - route
Progress info
not investigated
passed to CSM
010/O534
live (Link)
further
chase missing
info/clean data
Glasgow
Solution
2.00 Day(s)
Planning
Identification
of Customer
SDH and Parenting
Missing
information
Network
Solution
Design
info & order validation
Decisions
in JCs
Links Search for Y
New job in
queue
Code & Q Mgr
selects NTE Task
Links JC Order
allocation
Missing
Links Issuer chase missing info
not available
Job assigned
London/Glasgow
Links NTE Tasks (No Y Code)
& JC Analyse Delay
queue
Links NSD Job selection/Clean
& JC Analyse delay
to NSD (Link)
Links NSD Job Selection/Clean
Order in Job
Controller's
New Job in
Links Search for Y
Code & NTE Task
information
& WBP Site survey &WI
queue (Link)
NTE Tasks
(129/532)
O532/0530
A29/O532/O530
NJRA
closed
Validation & NTE
0532
Requires
& NSD Route /Assign
further
Investigation
Queue (Link)
129
(WBP)
Links Issuer chase
Issuer chases
Customer
SDH and Parenting
identified
missing info &
missing info
Missing
154 Task
Links NTE Tasks
& WBP Site Survey
(WBP)
informed of new
Link to internal/
proj order (Link)
external work
groups - not
modelled
Links Queue Manager selects NTE
live (Link)
info received
WBP Site Survey
Relevant NSD
Missing
information
passed to NSD
WBP
Info sent to
Job delayed
Site Survey
internal/external
workpacks
Links WBP Site Survey
& JC Analyse Delay
& Route/Assign Glasgow
Links WBP Site Survey
& Issue RF's Glasgow
(End)
Route not investigated
SDH2C form
Identification
of Core
Network Capacity
Network
Solution
Design
sent to NSD
(Link)
Missing
Links WBP Site Survey &
information
Issuer chase missing Info
request (WBP)
Links WBP Site
Survey & Issue
Costing to
Customer
Routing and
Assignment of
Circuit Complete
154 at
RF's & JC Respond
COM
to CREP
Links WBP Site
Survey & SE Refer
0534
Ancillary cost
info to SE
Job returned
NSD Route
SE refer
& Assign
Costing to
Glasgow/London
to queue man
(Link)
Links Route/Assign
Customer
Links refer costing
& Queue Manager Chases missing details
Order
to customer &
cancellation sent
cancel order
to issuer
Links NSD
0.50 Day(s)
Determine
Service
Delivery Date
Cancel
order
CSPC
Ready to
Route/Assign
Links Route/Assign
CREP
& JC Respond
to CREP
& JC Analyse delay
INJC
Customer
in JCs
confirm
queue (Link)
information to
Wideband
JC Respond
Links SE refer
to CREP
costings to customer
End
CREP
& WBP Site Survey
Service
Delivery Date
Determined
Task called to
Links JC responds
issuer
to CREP & Issue
CREP
complete
RF's Glasgow
Issuer chooses
RF prepared
(Link)
to ignore so not
modelled
0.50 Day(s)
Links Issue RF's
& Route & Assign
Issue RFs
Glasgow/
London
Review Order
Requirements
CWPC
Links Issue RF Glasgow
198/O912
& Allocate COW
complete
0680
Allocate CoW
London /
Sheffield
Order
Requirements
Reviewed
Ready for
installation
Links Allocate COW &
COW supervise external works
Call
Customer
Front
Office
Supervise
External/
CALL
Contractor
Input not Modelled
Works
Scheme
Incoming
installed &
call from field
commisioned
engineer
Customer
Call
Complete
Links Supervise External /Contractor
& Integrate Schemes
Capacity
problem
raised
Equipment
not delivered
Links Supervise External Works/Contractor
& IM facilities decisions
Not Modelled at Present
14.00 Day(s)
Link not
Modelled/investigated
Build
Core
Network
Scheme
Integrate
referred to
NSD
Schemes
Network
Solution
Design
- Non Fluid Process
Scheme
referred to
CSP
CONF
Live
Integrate scheme and
Tactical planning eEPCs
0630
Links Integrate Schemes
& Configure Circuit/Resolve Problems
Route, Assign
Core
Network
Built
& config 2Mbit
Circuits
R&A task
Configure Circuit
com'd
Resolve
Problems
Link to COSMOSS
glue and Config circuit
3.00 Day(s)
Other output
tbc
Configure
Service
NOU
End of
Process
CONF
WNEX task is triggered by
COSMOSS, once all other
CDD
tasks have been completed
JC amend CDD
0.50 Day(s)
Report
Service Order
Complete
WNEX
live after
Company
Service
Configuration
Complete
Feed into COSMOSS
CDD
CDD can't
Feed into COSMOSS
statistics - Dead end
amended
be amended
statistics - dead end
CWPC
WNEX
Service
Completion
Reported
1.00 Day(s)
Handover Service
to Customer
Front
Office
HAND
Handover
Complete
0.50 Day(s)
Service
Completion
Monitor
Project
managers
CWPC
Project
administrators
ARIS
modelers
Service
providers
Service
Completion
being Monitored
System
administrators
Method
consultants
Process
owners
IM Facilities
INJC
request (JC)
Links chase missing
4.00 Day(s)
COMP
for Capacity
Requires
Investigation
NSD Q Manager
London
Links JC Order
Validation &
Search for Y Code
+
Время
Стоимость
Количество
Риски
Requires
further
Investigation

3. Восстановление сквозного процесса из ИС-м

Расчет показателей:
время, количество, объем, качество
ARIS PPM
Заключение
договора
Отдел продаж
Заявка
Создание заказа
на поставку
Создание счета
Поставка
Отдел продаж
Отдел продаж
Отдел доставки
Контроль
оплаты
Бухгалтерия
Время
Договор
Экстрактор
ИС 1
Заказ
Экстрактор
ИС 2
Счет
Экстрактор
ИС 3
Заказ
Поставка
Экстрактор
ИС …

4. Опыт проектов в России

5.

Концепция внедрения системы контроллинга бизнеспроцессов
Предпроектные
работы
Проектирование
системы и
внедрение решения
Анализ
процессов
Пилотный проект
Установочный
семинар
Выявление
требований
Развитие
системы
контроллинга
Внедрение ARIS PPM
Тиражирование
Тестирование решения
Быстрый старт
Внедрение
Тиражирование