An Example of Business Process Analysis Simulation for Customer Software Support

Abstract

This paper begins by discussing business process reengineering [BPR], its rationale and issues and proceeds to business process improvement [BPI]. The concept and need for business process analysis is discussed. Process Charter is introduced as a vehicle for business process formulation, simulation, analysis and improvement. To illustrate the features and operation of Process Charter and its application to business problems an example of the Customer Support process for a typical software development firm is presented.