Business Process Management (BISM2203) 1- Process Modelling with BPMNR

Java Python Business Process Management (BISM2203)

Assignment 1- Process Modelling with BPMN (Individual Assignment)

300 marks (30% of course grade)

Due dates

Milestone 1: Thursday 22/08/2024 14:00 (2:00PM, Brisbane time)

Milestone 2: Thursday 29/08/2024 14:00

Final submission: Friday 6/09/2024 14:00

Submission Type

•    Milestone 1: Submit an Excel document containing three worksheets (using assignment template)

•    Milestone 2: Submit a Word document.

•    Final submission: Submit the full BPMN process model in three file formats: a Signavio archive (SGX), a PDF, and a .bpmn file. Please note that all subprocesses must be included in the above files. Note: If elements of the overall process are missing due to missing subprocesses, marks will be deducted.

File Naming Format

All filenames must start with the format:

StudentNumber_LastName_A1Process (e.g., 1234356_Surname_A1Process).

Submission Method

•     Submit via the Blackboard Assignment 1 submission folder.

•    Ensure you receive a submission receipt.

•    Remember, this is an individual assignment. Assignment 2 is our only group assignment.

Background & your task

AI Solutions Co. is a leading technology firm specializing in developing artificial intelligence solutions for various industries. Recently, the company has been focusing on enhancing its customer support processes to improve client satisfaction and retention. The Managing Director (MD) has appointed Lisa Smith as the General Manager of Customer Experience (GM CX). One of the key responsibilities of this role is ensuring that customer support tickets are managed efficiently, issues are resolved promptly, and high customer satisfaction ratings are maintained.

With over 10 years of experience in the company, Lisa has a thorough understanding of AI Solutions Co.’s value chain. Her previous roles in Corporate Strategy and Project Management have equipped her with valuable insights into both upstream and downstream activities of customer support. Despite her extensive experience, Lisa is concerned about her familiarity with the current customer support process.

Lisa engages you, the Business Analyst, to review the existing documentation and notes from the previous GM CX. During a 90-minute kick-off meeting, you both identify some small amendments, resulting in a confirmed process walkthrough. Lisa seeks to visualize the process using BPMN to facilitate discussions with her team and the MD.

The process begins when the GM CX receives a notification from a client about an issue with one of AI Solutions Co.’s solutions. Notifications can come through various channels such as email, phone, chat, or the company’s support portal. The GM CX then creates an entry in the Support Management System (SMS) and performs an initial triage to classify the issue. Issues can be classified as critical, high, medium, or low priority. The SMS then generates an automated message to the client to inform. them of the details. The client then has 24 hours to reply with confirmation, or to make any request for change in the issue description.

If no response or confirmation is received from the client, then the Support Team will update the system by changing the issue status to idle, and if no resp