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10-1 Case and Process Design

The document describes a case process for personal loan applications at XYZ Bank. It involves the following main steps: customers can apply for loans online, by post, or in branch; admin staff conduct a credit check; an approving officer approves or rejects the loan based on customer information and credit check; an approval or rejection letter is generated and sent by post and email. The process must wait for both letters to be delivered before moving to the next step. It provides background on the bank resources involved and notes that customer data is stored in a SQL database. It also includes recap sections on different process types and how to choose a project type.

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Sagar Gajula
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64 views11 pages

10-1 Case and Process Design

The document describes a case process for personal loan applications at XYZ Bank. It involves the following main steps: customers can apply for loans online, by post, or in branch; admin staff conduct a credit check; an approving officer approves or rejects the loan based on customer information and credit check; an approval or rejection letter is generated and sent by post and email. The process must wait for both letters to be delivered before moving to the next step. It provides background on the bank resources involved and notes that customer data is stored in a SQL database. It also includes recap sections on different process types and how to choose a project type.

Uploaded by

Sagar Gajula
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Case and Process Design

Training Scenario
Training Scenario – Create a Downstream Case Process

 The XYZ Bank offers Personal Loans to customers


 Loan applications can be by post, online, or at a branch
 In the process the following steps occur:
 A Welcome Letter is generated (we do not cover this in KTA
Essentials)
 A credit check is carried out by Admin staff
 A loan is Approved or Rejected by an Approving Officer
using information about the customer and the customer credit
check
 A Confirmation Letter is generated
 The Confirmation Letter is sent by post and email to an
approved applicant
 The process must wait for both Post and Email to be
completed before moving on
Training Scenario – Personal Loan Case Process

 Bank Resources

 Admin (group)

 Jane Pike

 Approving Officers

 Sharon Smyth

 Credit scores and Customer information for each customer are held in a
SQL database called Customer
 The loan application process and forms to execute the process will be
developed in the training labs
Process Types (Recap)

 Business Process

 When the flow of your processes can be completely defined at


design time i.e. the order and sequence of each activity and
process is clearly definable.
 Case Processes

 If there is an inability to determine the flow of the process at


design time, and whether knowledge workers may be
responsible for determining the flow.
 Case Definition and Case Fragments

 Business Rule

 Special type of re-usable process that can only contain


automated nodes

5
Simple Business Process Management (BPM) Scenario

 Business Process Definition

 Business Processes describe how organizations do business


– the sequence of human and system activities

 Business Process Management Definition

 Business Process Management (BPM) is a disciplined


approach to identify, design, execute, document, monitor,
control, and measure both automated and non-automated
business processes to achieve consistent, targeted results
consistent with an organization's strategic goals.

6
Simple Case Management Scenario

 Case Management Definition

 Case Management is the management of long-lived


collaborative processes that coordinate knowledge, content,
correspondence and resources to progress a case to achieve
a particular goal
 The path of execution cannot be predetermined in advance
of execution
 Human judgment is required to determine how the end goal
can be achieved
 The state of a case can be altered by external out-of-band
events

7
Choosing a Project Type

 Before you embark on a project you should consider:

 Whether the flow of your processes can be


completely defined at design time i.e. the order and
sequence of each activity and process is clearly
definable.

 If there is an inability to determine the flow of the


process at design time, and whether knowledge
workers may be responsible for determining the flow.

8
Choosing a Project Type (cont.)

 Business Process Management (BPM)

 Highly predictable and repeatable business processes

 E.g. signing up for a phone service: it happens thousands of


times a day, and the process is essentially fixed.

 Case Management

 Unpredictable and unrepeatable business processes

 E.g. automobile accident insurance claim

 2 cars collide, new case, photos, reports. But could also


spawn other linked processes e.g. whiplash, property
damages etc

9
Saving and Releasing Processes

 Once you complete the design of your process, you can save or
release it from the Action bar:

 Saving the process saves changes and creates a minor version


of the process, for example, Get Customer Details v0.01
 Releasing the process saves and releases the process, and
creates a major version of the process, for example, Get
Customer Details v1.0
 To save a process, on the Action bar, click Save

 To release a process, on the Action bar, click Release

10
Personal Loan Application

11

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