MGT 6383 SECTION #070: Process Mapping & Management
                              Summery 2005
     Professor:                                   Sue Conger
     Office:                                      107 Augustine
     Secretary:                                   Gail Ginapp, 218 Anselm, 972-721-5398
     E-Mail:                            ,
     Phone:                                       214.850.6424
     Fax:                                         None
     Office Hours:                                Th 5-6:10, By appointment w/ 48 hours notice
GSM Communication Center:                         972-721-5277; 972-721-5355;
e-Companion website:                    
e-Companion Help:                       


     Understanding business processes and their active, continuous management is
     fundamental to recommending IT and other managerial change solutions. Process mapping
     skills for ‘as-is’ and ‘to-be’ business processes are developed and practiced. In addition,
     techniques for change analysis, problem finding and resolution, technology impact analysis,
     benchmarking, error proofing, and change management are developed

    1. Develop an understanding of the complexities and issues of process management.
    2. Develop expertise in the analysis of processes.
    3. Develop an ability to document and think of processes using techniques that are appropriate to
       different settings
    4. Develop expertise in designing new business processes


               Title:                                                    Swimlane process mapping:
               Coordinating Work Across Functional
                                                                  Groups and Information Systems
               Authors:    Frazier, Jane C.
               ISBN:       Frazier Technologies, Inc.
               Description: You must purchase this text through or
                                                                  through the Frazier Tech web site.
               Publication Date: 2001
               Text website:

                                                Page 1 of 8
REQUIRED TEXT(S) - Continued

                 Title:                                             Business Process Improvement
                 Authors:      Anderson, Bjorn
                 ISBN:          0-87389-438-3
                 Description: Analytical and metric tools for process quality improvement
                 Publisher:   Milwaukee: American Society for Quality
                 Publication Date: 1999

Recommended Text:

                         Title:                                                 Business Process
                         Authors:       Burlton, Roger T
                         ISBN:          ISBN: 0-627-32063-0
                         Publication Date: 2001
                         Publisher: Indianapolis, IN: SAMS Publishing


The course is designed to employ lecture and skill building exercises. Therefore, attendance and
participation are particularly important. As a necessary part of the course, students will be expected to
master the following skills:
             o Analysis and development of process diagrams
             o Techniques and their use for analyzing business processes
             o Development of a business case for change
             o Development of redesigned business processes and justification for the redesign
             o Validation of redesigned business processes
             o Presentation skills – public speaking, PPT design, practice presentation

                                                Page 2 of 8

                                        WEEK/          READING           QUIZZES AND
            COURSE TOPICS               UNIT         ASSIGNMENT          HOMEWORK
  Introduction , Why do we care          5/5     Anderson Ch 1-2;
  about processes? Why now?
  Understanding processes,               5/12    Frazier Ch 1-5      Proposal for Project
  Documenting processes,                         Conger handout      company/problem
  Creating a Statement of Work
  (SOW) for the project
  Swimlane Creating & Validating a       5/19    Frazier Ch 6-9      SOW Review
  Map, Managing by Process
  Process Documentation;                 5/26    Anderson Ch 3       SOW-finalized
  Class case – 'as is' process
  Quiz 1                                 6/2                         Quiz 1
  Quiz Results,                          6/9     Anderson Ch 4       Current process
  Performance Measurement                                            documented
  Student Presentations:
  Analyzing for change, Student          6/16    Anderson Ch 5-6     All ancillary analysis
  Presentations:                                                     complete and
  Analyzing for change,                  6/23    Anderson Ch 13      Proposed process
  Class case analysis for change                                     documented
  Student Presentations:
  Qualification, FMEA, Benchmarking      6/30    Anderson Ch 9
  Diane LaFon guest speaker
  Designing and Proving the              7/7     Anderson Ch 10      Benchmarks &
  proposed changes; Class case 'to                                   Measures for changed
  be' process definition; proving the                                process
  OD and measures for continuous         7/14    Anderson Ch 11-12
  improvement; Organization change;
  Class case revisited – what really
  Project presentations                  7/21                        Final Project
                                                                     Presentation &
  Final Comprehensive Quiz               7/28                        Quiz 2

                                            Page 3 of 8

The GSM Grading policy will be followed as from the internet:

  Grading opportunities:
       Quizzes 2 @ 15%                       30%
       Project team grade                    30%
       Class Presentation 2@ 10%             20%
       Project individual grade              10%
       Class Participation                   10%

Both quizzes will be short answer, matching, and case analysis

Project Team Grade

All projects are a combination of process and product. Development of a successful, timely product is
worth 3/4 of the project grade; conduct of a professional, enjoyable process is worth the other 1/4 of the
project grade.

Project Team Grade:

                                                       Possible =
               Item                                    30
             As is' Process Map                              4
             Process Description                             4

             Analysis of potential for change                5
             Recommended changes                             5
             To be' Process Map                              4
             Benchmarks & Measures                           5
             Project Presentation                            3

Individual Project Grade:
        5% peer evaluation from project team members
        5% evaluation from me

                                                    Page 4 of 8
Class Presentation

Each student is required to make two presentations. The sign-up sheet will circulate the first night. Most
presentation material will be found in the Anderson book. However, EXTRA research should be done for
each presentation either using other books or Internet resources. The content and grading for
presentations is:

                 Presentation Item                       Points = 10
               Term definition                                  2
               Concise, useful presentation material
               and slides                                       2
               Professional presentation (grammar,
               eye contact, posture, use of aids,
               responses to questions)                          2
               3 Sample review/quiz questions …
               Short answer only                                2
               5+ References or Internet sites used             2
               Optional 5 Pts per presentation extra
               credit for simple exercises practicing
               the presentation topic area(s)                  5?

   Class Participation

    Class participation is defined as the student making verbal comments, asking questions,
    providing possible answers, etc. to the entire class about the subject being discussed, and as
    being an active ‘good citizen’ in group sessions. Class participation grades will be assigned as
    follows beginning with the second week of classes and updated weekly:

           10 -- Value-added participation every class session
            9 -- Value-added participation but not every session
            7 -- Value-added participation but only about 70% of the time
            5 -- Value-added participation but only about 50% of the time, etc.
            0 -- No value-added regardless of extent of participation; no participation, meaningless
            comments, racist, mean-spirited, personal, or other negative remarks whether to the class, in
            email or in group sessions.

 Policy on due dates, grammar & spelling requirements for assignments, late submissions,
  make-ups, participation requirements, and extra-credit, etc.
  Late assignments, presentations, etc. are not accepted unless because of unexpected business travel
 which must be reported in advance of the due date to me. Written materials MUST be spell-checked
 and grammar-checked for accuracy. Each spelling and grammar error reduces the graded assignment
 by one percent. Make-up quizzes are allowed provided I have prior notice and have approved the

    Attendance Policy: You are expected to attend class. Missed classes affect participation grades
    unless I am notified and approve in advance of the class.

                                                  Page 5 of 8

The following is GSM’s standardized grading scale and is used in all classes.
                  Grade       Points                   100-point Scale*
                  A            4.0                          93-100
                  A-           3.7                           90-92
                  B+           3.3                           87-89
                  B            3.0                           83-86
                  B-           2.7                           80-82
                  C+           2.3                           77-79
                  C            2.0                           73-76
                  C-           1.7                           70-72
                  D+           1.3                           67-69
                  D            1.0                           63-66
                  D-           0.7                           60-62
                  F            0.0                           <=59
                  FA           0.0         Failure because of excessive (>4)
                                           absences or failure to withdraw from
                                           the course.
                 *As a percentage of total points possible for the course.


e-Companion, an Internet based course support tool, is located at the following URL: You should have received an e-mail notifying you how to access e-Companion
for this course.

If you did not receive e-Companion information, contact Vanessa Cox: or
972-721-5216. It is very important that you keep your e-mail address in e-Companion current. This e-
mail address is used to send you the end-of-the-course evaluation survey.

e-Companion is used in this course in the following ways:
 This syllabus is on the e-Companion for your convenience
 Grades will be posted beginning with week 2
 Doc Sharing directories (folders) for groups to share documents and information will be set up week 2
 All PPT's for the class will be uploaded and in the Doc Sharing PPT directory no later than class time.
 Web resources for different topic areas will be uploaded in Doc Sharing Web Resources as they are
 Upload of all student presentations no later than noon on the day of class
 Other … will be announced in class


The William A. Blakley Library is a valuable resource for this course, providing access to many electronic
databases that will be useful research tools for this course. The library’s special website for GSM is: Login and password information is available at this

                                                      Page 6 of 8

All students are responsible for familiarizing themselves with the University's policy on Academic
Honesty. Please review the entire Academic Honest policy, which is reproduced at the following URL: and in the Graduate School of Management
section of the current University of Dallas General Bulletin. The following is reproduced from the Bulletin:
                 Plagiarism and cheating are extremely serious offenses and are
                 not tolerated in the Graduate School of Management. Students
                 who admit to having committed such offenses, or who are found
                 guilty of them by the Academic Review Board, are subject to
                 dismissal by the GSM Dean.

Plagiarism. Plagiarism is an attempt to claim as our own, ideas or writings that originate with others - is
a serious offense against the academic community. Plagiarism is not lessened by paraphrase or even by
an extensive rewriting of another's work. Whenever ideas or words are borrowed, the student must give
credit by citing the source. All credentialed sources of information must be documented in order to give
proper credit to the author. In addition to traditional sources of information (e.g., books, journals,
magazine and news articles), this includes information accessed electronically through the Internet or
other sources.

A student who submits plagiarized work is subject to disciplinary action as described in detail in the
Graduate School of Management section of the University of Dallas General Bulletin.

Cheating. All work performed by a student to satisfy course or degree requirements must be the
student's original work. This includes courses taught in any type of environment, including over the
Internet. When plagiarism or cheating is found to have occurred, the student is subject to immediate
dismissal from the Graduate School of Management, and the grade for the course or the work submitted
is subject to change. If a degree or certificate has already been granted at the time the violation is
discovered, the degree or certificate shall be revoked, regardless of the time that has passed.

When cheating is suspected, a formal procedure will be instituted, as described in detail in the Graduate
School of Management section of the University of Dallas General Bulletin.

Professor’s Policy. Academic integrity standards and consequences apply to all dimensions of student
behavior, including but not limited to assignment submissions, attendance records, and statements or
representations about your own or another’s performance.
If at any time you submit work that was prepared by another student or other person (even if only in part)
as your own, or if you in any way solicit or lift information from another student during an exam, or if you
use external reference material during an exam without prior instructor permission, or if you plagiarize or
fail to provide sufficient citation of the original author, the instructor will: (1) assign an "F" as your final
grade for the trimester, and (2) notify the GSM Dean’s Office so that a formal disciplinary procedure will
be instituted, as described in detail in the Graduate School of Management section of the University of
Dallas General Bulletin.


The University of Dallas is an equal opportunity, co-educational and Catholic institution of higher learning.
It is open to students and faculty of all faiths, and does not discriminate in admissions or employment on
the basis of race, color, sex, age, disability, or national origin.

                                                  Page 7 of 8

The University of Dallas Graduate School of Management complies with the Americans with Disabilities
Act in making reasonable accommodations for qualified students with disabilities. Please present your
written accommodation request to your professor and the ADA Coordinator (972-721-5382), before the
second class day.

                                              Page 8 of 8

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