Completed

business process managent

A delay can be recognised automatically by the existing library management system

in the morning of the next day after the due date. An email will be sent to the customer

automatically, requesting him/her to return or renew the book. If the book has not

been returned a week later, a librarian will be notified by email. The librarian looks

up the delayed customer in the IT system. If there is a phone number registered, she

tries to call him by phone, else she writes a letter telling about the delay, that he

already has received one reminder and that he will be charged a fee for the delay. If

the book has not been returned a week later, the librarian will send another letter to

the delayed customer informing him that the case will be escalated if the book is not

returned in the next 7 days. In about 60% of the cases, the customer in question

returns the book any time during this period. In such cases, the library system

calculates the late return penalty of $0.5 per day and attaches the fee to the

customer’s account. After that, the process is aborted. In about 30% of the cases, the

customer in question reports that the book has been damaged or lost any time during

this period. In such cases, the library system checks the cost of book, and attach this

fee to the customer’s account. After that, the process is aborted. In other 10% cases,

the librarian escalates the case to her manager, who takes over.

If the delayed customer is a student, the manager contacts the academic registry

department to suspend the student account. If the delayed customer is a staff member,

the manager contacts the Personnel unit to suspend the staff payroll. After that, the

manager contacts the bad payment register through a web browser to register the

customer as a bad payer. After that, the manager attaches a fee payable to the

customer’s account and request the customer to pay. The fee is calculated as the cost

of the book plus the late return penalty and the administrative fee. The case will be

closed by the manager when the charged amount is paid in full. When the case is

ISIT332 Business Process Management

closed, the manager will notify the academic registry department or the personnel

unit to lift the suspension. Occasionally, the customer might return the book and also

pay the fee in full. In this case, the cost of the book will be refunded. In some other

cases, the customer returns the book without paying the fee. The case remains open

but the amount the customer owes will be changed. Sixty days after the delay is first

identified, if the case is still open, the manager change the status of the case to

“forced close” and contacts a debt collection agency by phone to collect any

outstanding fee.

You are employed as an IT architect for the library. You are responsible for modelling

the above delay handling business process using BPMN. You will need to identify

events, activities and decision points, and show the complete library private process

and its interactions with external entities. Document your business process diagram

using Bizagi BPMN modeller. Where the description is not clear, you can make your

own assumptions. You will need to draft a supporting document to explain your

assumption and submit it together with your process model

Skills: Article Writing, Content Writing, IBM BPM, ALBPM

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