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3. June 2021 EEA s.r.o.

How the IT guys can help or a brief guide to process analysis

The area of IT that tries to build a bridge between IT-guys and the rest of us is called Analysis.

IT guys

IT guys. A name for those who know what is happening behind the screens of monitors and mobile phones. They speak a strange language full of English words and abbreviations.
They can’t be understood and they often don’t understand real world problems.

Analysis

The area of IT that tries to build a bridge between IT people and the rest is called Analysis.
A good analyst must know IT and at the same time understand people in the chosen area of the real world. We call it her domain.
Understanding is the key step to getting an assignment, that is, an order to improve, simplify and develop the real world, for which the IT people will then get paid and can buy everything they need to live. That is, new computers, monitors, headphones, pizza and coffee ­čÖé .

Process analysis

Analysts use best practices = methodologies and graphical representations of the situation = diagrams in their work.
Thanks to the standardization of graphic elements used in diagrams, analysts of all countries understand each other.
A widely and successfully used standard for process description and analysis is Business Process Model And Notation (BPMN).
(currently in BPMN version 2.0). It is covered by the world-renowned Object Management Group (OMG).
An example of a BPMN diagram showing at the same time the main steps that precede and follow the analytical discipline
called Process Analysis:

Explanation of the graphic elements used and the displayed process:

Example of process analysis ÔÇô Car service

To illustrate the described activities, we will use a simple story from cooperation with our long-standing customer,
to which we have developed, supplied and for many years operated systems for warehouse management, car sales support and customer care.

In addition to selling cars, the customer also provides car servicing services. Almost all of us have cars, and almost all of us have had some kind of unpleasant, expensive car service experience. The customer identified a serious problem that, due to dissatisfaction with the service, he is losing customers, car sales, and therefore, at the end of the day, money.
The employee was given the task of calling customers to see if they were satisfied with the services provided in the service, so that the problem could be identified and eliminated in time.
Since the customer operates 8 services, it turned out that this task is fully occupied and she even does not have time to check some interventions.
We were called to help.

Process mapping and documentation

We organized a meeting with the marketing director and captured the current state of the process:

  1. The control worker logs into the system where service interventions are registered and searches for the service interventions that were submitted for the previous day.
  2. If it finds one, it searches for each hit using the registered body number of the car in the sales system and the customer to whom the car was sold.
    He will compare this data with the customer who had the car serviced.
  3. When he has the documents ready, he calls the customer and asks him questions from the prepared survey.
  4. Among other things, he will be asked to rate his satisfaction with the school system = from 1 to 5.
  5. He records the result of his survey in a prepared MS Excel table,
    he sends this to his superior at the end of the day.
  6. If the customer is very dissatisfied, or if he is dissatisfied and it is an important customer, he escalates the problem to his superior.

We identified the problems and weaknesses of the process:

The worker assigned to check satisfaction with the service forgets to call some customers, especially if she does not allow herself for the first time.
Obtaining documents for a phone call to a customer is laborious and time-consuming.
The resulting daily reports on customer satisfaction are impractical and unclear.
The management wants to use the employee for other activities as well, which is currently not possible because she is fully occupied with this process.

Process analysis, design of a new process

We organized a meeting with the operator of the system in which service interventions are registered and found out the possibilities of exporting service interventions.
We have designed a process with automated possible steps and an established control mechanism:

  1. Service interventions from the service system are exported once a day.
  2. For each service intervention, the CRM system automatically searches for the car and the customer in the sales system.
    If such is found, the data is matched with the data from the service system.
  3. A task is created with prepared data about the serviced car and the customer,
    which is assigned to the user responsible for checking service interventions.
  4. In the morning, the control worker finds a task in the CRM system for each service intervention.
  5. He arranges them according to customers and priorities, and after a successful phone call, he records the satisfaction found in the task.
    (such a task will disappear from the list)
  6. If the task is not processed within 24 hours, a task will be created for the marketing director to urge its solution.
  7. Satisfaction results are recorded in the CRM system.

Process implementation, happy ending…

  1. A job is scheduled for midnight of each working day, which selects service interventions from the service system and exports them to a csv file.
  2. Copying this file to the input directory will start the defined Camunda BPM process, which will perform the described automatic steps
    and establishes the appropriate user tasks.

After deploying the process:

  1. Inspection worker:
    • In the morning, he has an overview of what awaits her and can plan her day.
    • He has the necessary data ready for each intervention and does not have to search for them.
    • He doesn’t forget the customers she didn’t pretend to be.
  2. V┼íetci z├íkazn├şci s├║ obvolan├ş a maj├║ pr├şle┼żitos┼ą si zanad├íva┼ą v pr├şpade potreby a je o nich postaran├ę.
  3. Marketing a vedenie spolo─Źnosti si v CRM prezeraj├║ farebn├ę reporty o zvy┼íuj├║cej sa spokojnosti z├íkazn├şkov.

 

This is what process analysis looks like in practice. If you need to improve your processes, do not hesitate to contact us.

Roman the IT guy

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