Business Process Modeling Using BPMN

BSc. Bilge Doğan

Diplomová práce

Abstract:

This diploma thesis approaches the creation, analysis and optimization of the business process models in SNBN S.R.O. The main goal was to create the company's business processes with business process model and notation (BPMN) tool. Based on the meetings with shareholders, the indistinct business flows were created. Customer Lifecycle flow has been selected to further be analysed and optimised. This workflow has three separate business processes: Lead Generation, Project Implementation and Customer Success Management. Discussions with team members provide different perspectives about the business processes and assists through finding the bottlenecks and optimize them. Camunda is selected to visualise business processes in BPMN for its highly customizable, scalable, and flexible features. Optimize processes were presented to the shareholders, demonstrated on two different customers who were at the beginning of their related business process journey. Then it is decided to further assess the optimization in the organization. The models are evaluated by time efficiency, customer satisfaction and financial benefits. This analysis shows that if the steps applied in correct order with the right documentations and automations of manual tasks, the time efficiency and customer success will increase, and it will bring financial benefits along.

Keywords

BPMN, process modeling, optimization, project, lead generation, customer success, process

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 4. 4. 2024

Obhajoba závěrečné práce

• Obhajoba proběhla 3. 6. 2024
• Vedoucí: Ing. Martin Pelikán, Ph.D.
• Oponent: Ondřej Gryc, externi

Česká zemědělská univerzita v Praze

Provozně ekonomická fakulta

Magisterský studijní program:
Informatics