Process Management Documenting with Flow Diagrams

Process Management Documenting with Flow Diagrams 455 – Needs Assessments Rochester Institute of Technology. 1 Agenda Outline: What is a Process Process Improvement/Reengineering Description of A Work System Documenting a Process The Idea The Types Common Properties DFDs PFDs Conclusions A Process Modeling Method 2 What is a Process ISO 9000 definition: • Process: a set of interrelated or interacting activities which transform inputs into outputs. • Procedure: a specified way to carry out an activity or a process. This is the HOW. A Process tells us what needs to be done to transform the input into the desired output NOT how to do it. This allows for flexibility of implementation (the procedure)‫‏‬ 3 Example: account creation (windows)‫‏‬ Process (High Level)‫‏‬ User fill in a ticket. Indicate global identification number (gid)‫‏‬ Procedure (High Level)‫‏‬ Select the following in sequence: • START • Programs • Administrative Tools • Active Directory Users and Computers Find out: user home country and manager. Create the account in the country container. Email password to user’s‫‏‬manager. Security operation. Under User name: window, highlight over Administrator and type your privileged insurance number and password. …etc. 4 Description Of A Work System Procedures Required Skills Manual Work Requirements Automation Processes Roles & Responsibilities Automation Requirements People Tools & Technology Required Training 5 Process Improvement versus Business Process Re-engineering • Process Improvement – One Method - Edward‫‏‬Deming’s‫‏‬Total‫‏‬Quality‫‏‬Management‫‏‬ (customer focused). – The process exists today but is filled with needless work steps. – Refinement of the process work steps will make it more efficient. • Business Process Reengineering – Radical‫‏‬Redesign‫“(‏‬Out‫‏‬of‫‏‬the‫‏‬Box”‫‏‬thinking). – The old process is out dated. – Mike Hammer (Father of BPR). 6 Example:‫‏‬PC‫‏‬business… Traditional: Manufacturing Logistics Stores Process Improvement - example: • Reduce Manufacturing time (new assembly lines / automation). • Optimize inventory. • ..etc. 7 Example:‫‏‬PC‫‏‬business… Reengineering: Manufacturing Internet Process Reengineering - example: • End user order directly to manufacturing. • PCs are made when ordered. • ..etc. 8 Modeling A Process • A picture paints 1000 words • A Flow Diagram is a picture of the process • It’s‫‏‬important‫‏‬to‫*‏‬neatly*‫‏‬convey‫‏‬information • This can be difficult since processes are often very complicated • Reduces the risk of missing requirements during Needs Assessment 9 The Types • Everyone who wants to be somebody special seems to come up with a new type of flow diagram People like Constantine, Yourdon, DeMarco, and Lister each have, at some time, pushed their model • • • • • TLD -- Top Level or Context Diagrams DFD -- Data Flow Diagram IDEF0 – Form of DFD but adds additional detail PFD -- Process Flow Diagram STD -- State Transition Diagram • • Each methods has its Pros & Cons 10 Principles • • • • • • • A system can be decomposed into subsystems. Subsystems can be decomposed into lower level subsystems, and so on. Each subsystem represents a process or activity in which data is processed. At the lowest level, processes can no longer be decomposed. Each 'process' (and from now on, by 'process' we mean subsystem and activity) in a DFD has the characteristics of a system. Just as a system must have input and output (if it is not dead), so a process must have input and output. Data enters the system from the environment; data flows between processes within the system; and data is produced as output from the system. 11 Common Properties “All”‫‏‬diagrams‫‏‬have‫‏‬the‫‏‬following‫‏‬properties 1. A shape that represents a metamorphosis. 1. Arrow going in that represents input to that metamorphosis. 1. Arrow coming out that represents the morphed output. 1. All shapes and arrows represent a single level of complexity. 12 Context Diagram Overall, simplified, view of the target system, which contains only one process box, and the primary inputs and outputs. Example: a home catalogue processing system. 13 DFD = Data Flow Diagram 4 basic symbols (Yourdon or Gane & Sarson). Process 1 Accounts Payable Apply Payment Data Flow Data Store Bank Deposit Students External Entity Customer 14 DFD = Data Flow Diagram – con’t Process Symbol: • Receives Input data. • Produces Output data. • Contains the business logic / business rules. • a.k.a. Black Box. (do not know what is done there until later !)‫‏‬ • unique # as identifier. 15 DFD = Data Flow Diagram – con’t Flow Symbol: • Data between processes. • Single arrow head. • Rarely double arrow head. • Must be named. • The arrows must either start and/or end at a process box. • It is impossible for data to flow from data store to data store except via a process • External entities are not allowed to access data stores directly. 16 DFD = Data Flow Diagram – con’t Data Store Symbol: • Data that the system stores. • Physical characteristics unimportant (concerned only with logic). • Flat rectangle – open on the right side. • Different type =  D = computerised Data  M = Manual, e.g. filing cabinet.  T = Transient data file, e.g. temporary program file  T(M) = Transient Manual, e.g. in-tray, mail box. 17 DFD = Data Flow Diagram – con’t Entity Symbol: • Terminator / Source. • Things (eg: people, machines, organizations etc.) which contribute data or information to the system or which receive data/information from it. • The name given to an external entity represents a Type not a specific‫‏‬instance‫‏‬of‫‏‬the‫‏‬type‫(‏‬e.g.‫“‏‬customer”). • When modeling complex systems, each external entity in a DFD will be given a unique identifier. • It is common practice to have duplicates of external entities in order to avoid crossing lines, or just to make a diagram more readable. 18 Top Level DFD – con’t The Top or 1st level DFD, describes the whole of the target system. It 'bounds' the system under consideration. • processes within the system • data stores (files) supporting the system's operation • information flows within the system • system boundary • interactions with external entities 19 Top Down DFD Each box in a diagram has an identification number derived from the parent - in the top left corner. (The Context level is seen as box 0). Any box in the second level decomposition may be decomposed to a third and then a fourth level. Very complex systems may possibly require decomposition of some boxes to further levels. Decomposition stops when a process box can be described with an Elementary Process Description using ordinary English. 20 DFD - Exercise 1. Draw the context diagram of the grading process for this class. 2. Draw the top level process diagram for the grading process for this class. 21 Top Down DFD 22 IDEF0 • • • • Rectangles represent process steps Data flows between the rectangles (and sources & syncs)‫‏‬ The shapes represent some manipulation of the data Arrows represent different types of data (ICOMs)‫‏‬ • Inputs, Control • Controls (e.g. “constraints”) Input • Outputs Process Output • Mechanisms (e.g. “tools”) Mechanism – See http://www.idef.com/ for information on IDEF 23 IDEF0 Example Previous History Determine allotted time for test Allotted Time Grading Rules Blank test Student takes test Completed test Teacher grades test Pencils, Paper, Calculator Instructor Instructor Graded test 24 IDEF0 Pros & Cons Pros • A complete recipe of the business system. – Ingredients (data/materials)‫‏‬ – Actions required Cons • Does not describe sequences of events. • Does not describe decision points. • Overkill for simple models. • Not really intuitive. • Helps to identify. – Hierarchical structure – Roles & Responsibilities – Manual & Automation points & requirements – Data elements which can feed a database modeler • Can be for Current or Future State. 25 Process Flow Diagrams • Processes are shown with arrows • The shapes represent some data state Blank test Student takes test Completed test Teacher grades test Graded test Teacher posts results GT 80 % No Yes Celebrate ??? 26 PFD - Pros & Cons Pros • Clearly shows sequence of events. • Can include decision points. • Great for simple models. • Can be used on Current or Future State. Cons • Does not provide information about data types. 27 Tribus Chart When several responsible individuals are involved. Individual 1 Task 1 Task 2 Time Task 3 Task 4 Task 5 Task 6 28 Individual 2 Group G Diagramming Tools • IDEF – Business Object Modeling Workbench – Popkins Systems Architect – SA/BPR Professional – Workflow Modeler • Yourdan DFD – Popkins Systems Architect – Softwarethrough Pictures SE – With Class 98 • Flow Chart • • • • • • • • • ABC Flow Charter 4.0 Business Object Modelling Flow Path Flowcharter RKB Work Frame SA/BPR Professional Work Flow.2000 Workflow Modeler Powerpoint Visio 29 Conclusions • • • • There are lots of these types of diagrams. Each outfit has their favorite. IDEF, DFDs and PFDs are most common *today* IDEF and DFDs lend themselves to documenting organizations. • PFDs lend themselves to documenting computer programs. • Be aware of them. • In this class, use whatever you want, but BE CLEAR. 30 A Process Modeling Method • Construct the Content Diagram. – Identify the sources and sync of data – What data comes from them • Brainstorm to identify the Key level 1 processes. • Try to categorize the results if possible. • Use categories as level-1 processes and number them form 1 to n. 31 A Process Modeling Method • Start with context diagram data flows and progress them through the level-1 processes. • Define new data flows that are contained within level-1. • Write a brief description of each process (1 or 2 paragraphs at most). • Pick a process and see if it can be decomposed into a sub-process. Continue to decompose into sub-processes until you are satisfied that the process is adequately documented. • Continue with each of the level-1 processes and decompose. 32 Processes – common errors. • • • • • • • Naming should be Verb-(adj)-noun. Noun only is incorrect (ex FORM , should say FILL FORM or PROCESS FORM). Exception is a process that represents an entire system or subsystem No performing entity mentioned. Too many processes on one chart (10 max). Black Holes (Process with NO OUTPUT)‫‏‬ Miracles (Process with NO INPUT)‫‏‬ Gray Holes (Process that has at least one input and one output but the input is obviously insufficient to generate the output shown. 33 Data Flows – common errors. • • • • • Naming should be noun describing the data. Naming a data flow with a verb is an error (ex: CREATE ACCOUNT) Double arrow only if the process reads a data store and updates the info. Should in fact be 2 arrows since happens at different time. Data‫‏‬can’t‫‏‬move‫‏‬directly‫‏‬from‫‏‬Source‫‏‬to‫‏‬Sink‫(‏‬a.k.a‫‏‬External‫‏‬Entities)‫‏‬ Data‫‏‬can’t‫‏‬move‫‏‬directly‫‏‬from‫‏‬External‫‏‬to‫‏‬Data‫‏‬Store. Data‫‏‬can’t‫‏‬move‫‏‬directly‫‏‬from‫‏‬Data‫‏‬Store‫‏‬to‫‏‬Data‫‏‬Store. 34 Data Store – common errors. • • • • • Naming should be noun describing the data. Must be connected to a process with a data flow. Data‫‏‬stores‫‏‬can’t‫‏‬be‫‏‬connected‫‏‬to‫‏‬each‫‏‬other‫‏‬without‫‏‬an‫‏‬intervening‫‏‬ process. Should have incoming data flow(s) and outgoing data flow(s). Rarely, data stores are connected to an outside system (as one way for incoming data flow). 35 Exercise: Draw‫‏‬the‫‏‬DFDs‫‏‬for‫‏‬the‫‏‬process‫“‏‬Buy‫‏‬a‫‏‬car.” Level 0 – context diagram. Level 1 Level 2 for one of the subprocesses in level 1 36 Possible level 0: Request Ownership Certificate Bill Money 0 BUY CAR customer 37 Possible Level 1 customer Request 1 SELECT 2 PURCHASE Money 3 FINANCE Credit Information customer 38 Possible Level 2 for Select customer Request 1.1 PRESELECT Environmental Characteristics Magazines WORLD Internet Cost Characteristics Mechanical Characteristics 1.2 DRAWSHORTLIST Model & Make Shortlist Car Make & model 1.3 SELECTVENDOR Dealer Yellow Pages 39 1- What’s‫‏‬wrong‫?‏‬ 1 Courses Enroll 1. Data Store Students does not have # 2. DF connecting directly 2 DS 3. DF name should not be verb. Students Press‫‏‬Enter‫‏‬for‫‏‬the‫‏‬answer… 40 2- What’s‫‏‬wrong‫?‏‬ Contact Key Entered 3 CAR Engine Starts 1. DF name incorrect – should be noun. • Process name incorrect Should be Verb + (adj) + noun. Press‫‏‬Enter‫‏‬for‫‏‬the‫‏‬answer… 41 3- What’s‫‏‬wrong‫?‏‬ 3 Front Desk Book Flights 1. DS Passengers has only output DF. Flight Requests 5 Passengers Press‫‏‬Enter‫‏‬for‫‏‬the‫‏‬answer… 42 4- What’s‫‏‬wrong‫?‏‬ 3 AP Department Create Invoice Invoice 5 Account Payables Detailed Invoice Well….looking‫‏‬good‫‏‬to‫‏‬me. 8 Treasury Depart. Process Payment Press‫‏‬Enter‫‏‬for‫‏‬the‫‏‬answer… 43 5- What’s‫‏‬wrong‫?‏‬ 5 Students DB Date of birth 2 Submitted Tests Submitted test 3 Professor Grading Assignments Grade Grey Hole. Date of birth has no Connection with the grading process. 8 Grades DB Press‫‏‬Enter‫‏‬for‫‏‬the‫‏‬answer… 44 6- What’s‫‏‬wrong‫?‏‬ Employee Application 3 Existing Account Bureau Create Accounts Status 1. Process #3 is a black hole. 2. Process #4 is a miracle. 3. DS Employee has no flow in. 5 Accounts Frozen Account 2 Employees Bureau 4 Notification Freeze Accounts Accounts Receivable 45 Press‫‏‬Enter‫‏‬for‫‏‬the‫‏‬answer… 7- Draw the context diagram. customer receipt order kitchen Food order Daily Inventory In & Out 1.0 Front Desk Receive Order Inventory data Goods Sold 2.0 Cash Register Update Good Sold Goods Sold Formatted data 3.0 Team Lead Update Inventory Inventory Formatted data d1 Goods sold Daily GS Qty d2 Inventory 4.0 Team Lead Produce Report manager report 46 7- The context diagram is... customer kitchen receipt order 0 Gerry’s Food Food Ordering System report manager Food order 47 Exercise – draw‫‏‬the‫‏‬context‫‏‬diagram… RM (Rochester Medical) is a local company who assembles medical products. In order to supply its products as fast as possible, it maintains a list of components to manufacture its products. To achieve this goal, RM’s purchasing department checks inventory levels each day by reviewing the inventory items stock list. When the quantity-on-hand of a particular item reaches its economic reorder point, RM’s purchasing department places a purchase order with its supplier (supplier data is accessed through the supplier file) for that component and files a copy in the purchase order file. S&R (Shipping & Receiving department) receives all shipments. When a shipment is received along with a bill of lading, S&R performs a three-step process. First, the S&R clerk verifies the shipment by accessing a copy of the purchase order and comparing it to the bill of lading. If a received item appears on the purchase order and the bill of lading, the verified bill of lading and received items are passed on to Inspection. Otherwise, the S&R clerk generates a notice of shipment error, which is sent to the supplier. Next, the inspector inspects the valid shipment items by accessing the quality criteria, from the inspection criteria folder. If the item meets all the quality criteria, the inspector adds it to an accepted items list, which is forwarded to the inventory clerk. If an item does not pass inspection, the inspector creates a notice of defective shipment, which is sent to the supplier along with the defective items. Finally, the inventory clerk updates the inventory items list by adding the currenton-hand quantity, reflecting an updated quantity. 48 Context diagram: Supplier shipment RM 0 Ordering System Simple ! Now draw the level 1 diagram… 49 quality order error Exercise – draw the level 1 diagram… RM (Rochester Medical) is a local company who assembles medical products. In order to supply its products as fast as possible, it maintains a list of components to manufacture its products. To achieve this goal, RM’s purchasing department checks inventory levels each day by reviewing the inventory items stock list. When the quantity-on-hand of a particular item reaches its economic reorder point, RM’s purchasing department places a purchase order with its supplier (supplier data is accessed through the supplier file) for that component and files a copy in the purchase order file. S&R (Shipping & Receiving department) receives all shipments. When a shipment is received along with a bill of lading, S&R performs a three-step process. First, the S&R clerk verifies the shipment by accessing a copy of the purchase order and comparing it to the bill of lading. If a received item appears on the purchase order and the bill of lading, the verified bill of lading and received items are passed on to Inspection. Otherwise, the S&R clerk generates a notice of shipment error, which is sent to the supplier. Next, the inspector inspects the valid shipment items by accessing the quality criteria, from the inspection criteria folder. If the item meets all the quality criteria, the inspector adds it to an accepted items list, which is forwarded to the inventory clerk. If an item does not pass inspection, the inspector creates a notice of defective shipment, which is sent to the supplier along with the defective items. Finally, the inventory clerk updates the inventory items list by adding the currenton-hand quantity, reflecting an updated quantity. 50 Level 1 diagram: Suppliers Supplier information. 1 Purchasing minimum qty. Item qty in stock. Min Inventory Level Physical Inventory Supplier order. Check stock Order copy. shipment & bill of lading Shipment error 2 S&R Order copy. Pending orders Receives shipments Order copy & verified bill of lading Error-free shipments 3 Qty defective shipment. Control Quality Criteria. Controls shipments Quality Item Quality Item Quality DB 4 Inv. Clerk Accepted shipments Updates Inventory 51 Exercise – draw‫‏‬the‫‏‬context‫‏‬diagram… RM’s (Rochester Medical) sales representatives call on customers to take orders. The sales rep write up the orders and turn them in to a sales order processing (SOP) clerk at the regional center. There are 3 regional centers: Atlanta / San Francisco / Boston. If the order items are in stock, the SOP clerk prepares a picking slip and packing list for each order. If any of the ordered items are out of stock, the SOP clerk completes an out of stock Notice forms, which notes the number of customer requiring the items and forwards it to Purchasing. A Purchasing clerk then completes a purchase order,which is mailed to the supplier. The SOP clerk notes back-ordered items on the customer’s order and forwards a copy of annotated customer order to Accounts receivable where a A/R clerk prepares an invoice and sends it to the customer. The SOP clerk also forwards a picking slip and packing list to the warehouse, where stock price pickers fill the order,placing ordered items into boxes along with the packing list. The boxed items and packing list are held for delivery, usually via UPS. 52 Context Diagram Customer 0 RM Out-of-stock items shipment order Sales System Supplier Simple ! Now draw the level 1 diagram… 53 Exercise – draw the level 1 diagram… RM’s (Rochester Medical) sales representatives call on customers to take orders. The sales rep write up the orders and turn them in to a sales order processing (SOP) clerk at the regional center. There are 3 regional centers: Atlanta / San Francisco / Boston. If the order items are in stock, the SOP clerk prepares a picking slip and packing list for each order. If any of the ordered items are out of stock, the SOP clerk completes an out of stock Notice forms, which notes the number of customer requiring the items and forwards it to Purchasing. A Purchasing clerk then completes a purchase order,which is mailed to the supplier. The SOP clerk notes back-ordered items on the customer’s order and forwards a copy of annotated customer order to Accounts receivable where a A/R clerk prepares an invoice and sends it to the customer. The SOP clerk also forwards a picking slip and packing list to the warehouse, where stock price pickers fill the order,placing ordered items into boxes along with the packing list. The boxed items and packing list are held for delivery, usually via UPS. 54 Level 1 DFD - Sales Customer order. 1 Sales Rep Takes Order Confirmed order. Inventory item availability Out-of-stock item 2 Invoice. SOP clerk 3 Purchasing Prepares Order Annotated order (back-ordered item). Prepares Order Missing item order. Supplier 4 A/R Picking list. & Packing list. Prepares Invoice 5 Warehouse Prepared Packing list. Picks Item Ready-to-go boxes Delivery Address UPS 55