Design of service operations

Organizations can gain a competitive advantage by improving and innovating their processes through a holistic process-oriented view. Business Process Management (BPM) discipline provides the tools and guidance for organizations to manage their business processes. This course aims to provide students with hands-on experience in executing BPM lifecycle to tackle business problems. During the course, the students will analyze and redesign business processes relevant to organizations that deliver services, using real-life process data. The students will learn about tools and techniques to apply methods that are available to guide the discovery, analysis, improvement, redesign, and implementation of processes to realize services in a stepwise manner. Subsequently, each week, they will study techniques that can be applied in the various steps and apply these techniques to the business problem. Students will be assisted in performing these tasks in an introductory lecture, interactive working sessions, result presentations, and office hours. Students will present their results as a group in the form of intermediate reports, a final report, result presentations, and a BPM system, and provide peer feedback to other groups.

At the end of the course, the students can:

set up a business process management (BPM) study according to established scientific procedures to address process-related business problems;

perform the steps of BPM lifecycle to address business problems;

apply various process and data analysis methods and techniques to business problems using appropriate tools (e.g., process mining, process modeling, flow analysis, simulation, pareto analysis);

develop redesign decisions to improve processes related to business problems based on prior analysis of results;

develop automation systems that can implement a designed process;

argue about the decisions with peers and lecturers in group presentations and working sessions;

criticize peer work constructively.

You must meet one of the following collections of requirements

• Collection 1
• Completed Final examination Bsc program
• Collection 2
• Completed Pre-Master

• Handouts and scientific papers