BPO2 - Fundamentals of Business

Process Outsourcing 102

JEAN CARREM R. ESPARCIA, LPT , MSIT

Subject Instructor
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Module 2

COURSE LEARNING OUTCOMES

At the end of the learning module, the student is expected to analyze business operations as
processes and understand their value contribution to business performance.

CONTENTS OF THE MODULE

Lesson 1: Business Process Mapping and Notation (BPMN)
Lesson 2: Introduction to Quality Management Systems in the IT-BPM Industry
HOW TO USE THE MODULE PROPERLY
This learning module is designed to engage the learner.
1. The module is divided into two (2) lessons. Learning an d retention improve when the
student participates heartily in the learning process.
2. There are specific learning outcomes that the student is expected to attain at the end of
each lesson.
3. The student must truthfully answer all module tasks.
4. The student can freely contact the subject instructor for questions/clarifications about
the lessons.
5. The subject instructor shall check the practice Task/Assessment and the Assignment.
LESSON 1 - Business Process Mapping and Notation (BPMN)
Specific Learning Outcomes:
1. Define business process mapping and notation.
2. Identify the symbols in BPMN.

Motivation
What is your understanding of mapping? How do you map out your study habits this
time of the pandemic?
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Discussion
Business Process Mapping and Notation
“standard notation readily understandable by all business stakeholders”
• crafted by business analysts
• reviewed by business managers and performers who will manage and execute the processes
• implemented by technical developers
Business Process Mapping and Notation is a standard way of mapping out an organization’s
processes. BPMN will provide businesses with the capability of understanding their internal
procedures in a graphical notation. This will give organizations the ability to communicate these
procedures in a standard manner. Usually, big companies have business analysts who create the
processes, which are reviewed by stakeholders such as managers and other staff members who will
be expected to perform the processes. After the BPMN is created and reviewed, technical developers
are then expected to complete the rollout to the organization
The Business Process Modeling Notation (BPMN) is a graphical notation that shows the
steps in a business process. BPMN depicts the end-to-end flow of a business process. The notation
has been specifically designed to coordinate the sequence of processes and the messages that flow
between different process participants in a related set of activities.
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This is an example of a customer support process notation from beginning to end. It started
with the receiving of the concern. Should the concern be simple and easy to answer, the process
goes straight to the end. If it becomes a bit challenging, it moves from one swim lane to another
depending on the help needed to answer the customer’s concern.
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This is the expanded process notation for customer support where more each swim lane
shows more details.

Another example: First process map, create a Level 0 MAP that will define the SCOPE of
the process. Shapes that need to be used:
• EVENT – Start and Stope
• ACTIVITY – Basic Activity
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Second, create a level 1 MAP that will show the big tasks within the process. Shapes that
need to be used:
EVENT – Start and Stop
ACTIVITY – Big tasks
SWIM LANE – to show movement and handover of the process from one individual/group to
another.

Third process map, create a Level 2 MAP that will show activities within selected “complex”
tasks within the process. Expand the level 1 Map to show more details of the steps within the process.
Use as many of the basic shape as you can.
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Learning Activities/Exercises 1
What is the significance of business process mapping and notation to an organization’s
processes?
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Learning Activities/Exercises 2
In your perspective, how essential is the SWIM LANE symbol in the Business Process
Modeling Notation (BPMN)?

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Teacher Intervention
For your questions/clarifications, please contact me (Group Chat/Google
Classroom/09266722267) every Monday-Friday from 8:00 a.m. until 5:00 in the afternoon. In
texting/calling, please identify first yourself with the subject and time.
Assessment
Feel free to choose your process scenario, create your own process maps
in progression, Level 0 to the more complex Level 2. The objective of the
exercise is to present a reasonably complex process using basic BPMN
visually.
* All basic shapes must be used.
* Number properly to facilitate navigation.

Assignment
Copy and paste 3 (three) images as an example of a Business Process Modeling
Notation (BPMN).
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LESSON 2 - Introduction to Quality Management Systems in the IT-BPM Industry

Specific Learning Outcomes:
1. Define quality management system (QMS).
2. Discuss the significance of quality management systems.
3. Know the methods of quality management systems.
4. List the considerations of the quality management system.
5. Write the components of quality management systems.
Motivation
How do you give quality time in your new normal way of studying your lessons?
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Discussion
Quality Management Systems is the single most crucial process in any organization. It defines
the purpose of quality for the organization it represents.
Significance
• Since the world's demand for products has grown exponentially, the need for quality
products has grown together.
• Competition has also been a vital factor in this, and so has something known as "the global
village" (where companies are competing on a global level).
Quality methods have been developed which attempt to control quality improvement through
statistics. An example of a modern quality management system is Six Sigma, a statistical way
that makes sure that every single item measures up to strict quality criteria.
Considerations
When considering a quality management system, it is of paramount importance to consider a
Quality Management System (QMS) expressed as resources, processes, procedures, and
organizational structure.
• Resources will require specific technology and a share of the networked computer system.
• Processes will have to be taught and learned by participants in the scheme.
• An organization will need to be built to support it.
Components of Quality Management Systems
• Customer Focus. This principle conveys the importance of identifying and addressing the
customer's needs and going beyond the customer's expectations.
- ensuring that the needs of the customers are in alignment with the company's goals
- measuring customer satisfaction
• Leadership - aims to unite the employees toward the same overall goal and create a
productive environment.
- effectively communicating the company's desired future path
- setting goals for the employees
- ensuring the employees have the resources they need.
• Involvement of People. All members of the company should be involved, regardless of
position. The benefits:
- improved sense of responsibility of the staff
- employees taking an interest in self-improvement.
• System Approach to Management - identifying the interdependence of the different
processes in the company and managing these processes as a complete system.
- creating a system through which the company's goals can be efficiently achieved
- providing a better understanding to the employees of how to achieve common
objectives.
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• Continual Improvement - should be an ongoing process. This is done by

- establishing goals
- measuring performance
- providing training for employees.
• Factual Approach to Decision Making - should be based on data analysis and accurate
information. This approach includes
- making data available to those who need it
- analyzing data using valid methods.
• Mutually Beneficial Supplier Relationships. Obtaining harmonious and beneficial
relationships with suppliers involves
- establishing relationships that address the short- and long-term goals of both the
company and the suppliers
- providing inspiration, and giving praise to the supplier

Learning Activities/Exercises 1
Formulate your own 5 (five) good questions about leadership?
1. __________________________________________________________________
2. __________________________________________________________________
3. __________________________________________________________________
4. __________________________________________________________________
5. __________________________________________________________________

Learning Activities/Exercises 2
If you own a company, how would you obtain harmonious and beneficial relationships
with suppliers?
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Teacher Intervention
For your questions/clarifications, please contact me (Group Chat/Google
Classroom/09266722267) every Monday-Friday from 8:00 a.m. until 5:00 in the afternoon. In
texting/calling, please identify first yourself with the subject and time.

Assessment
Make a collage that explains the Components of Quality Management
Systems.

Assignment
In your own words, discuss the significance of quality management systems to the
organization.
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References/Reading Materials:
Electronic Source: (IBPAP), I. T. (2014). Fundamentals of BPO 102. Taguig City.
https://www.bpmn.org/
https://www.investopedia.com/terms/d/deliverables.asp
https://www.omg.org/bpmn/Documents/FAQ.htm
https://www.omg.org/cgi-bin/doc?dtc/10-06-02
https://www.nist.gov/baldrige
https://www.iso.org/iso-9001-quality-management.html
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