Process Encapsulation and Metrics, Exercise 2

Define what you believe to be the service(s) in this process:

To schedule appointments, to collect and validate patients information, to update patients information after doctor evaluation, to send information to insurance company and send customer a Super Bill

A.) To schedule appointments
1.) The client: Patient, doctor, personnel
2.)The client’s PTBS: Finding a time that is right for both the patient and the doctor, accurate and fast scheduling
3.) Client satisfaction metrics: Convenience in requesting an appointment, the time until the patient can see the doctor, and ability for patient to change appointment date/time if needed.
4.) Corresponding steps: Patient initiates appointment request, personnel finds time slot convenient for customer, inputs needed information, reminds patient of appointment time, then the patient should arrive.
5.) The process owner metrics: Wait time on the phone and the time it takes to make an appointment.

B.) To collect and validate patient’s information (Internal and external)
1.) The client: personnel, patient
2.) The client’s PTBS: validate patient schedule and insurance/driver’s license information
3.)Client satisfaction metrics: all previous data should be accurate and easily accessible, insurance processing should be quick
4.)Corresponding steps: pull patient data, request info/validate information, input additional information
5.)The process owner metrics: data accuracy, availability, processing speed

C.) Update patient’s information after doctor evaluation
1.) The clients: patient, personnel
2.) The client’s PTBS: making sure the personnel is aware of the procedure that was completed and any new prescriptions
3.) Client satisfaction metrics: immediate staff availability, no additional forms
4.) Corresponding steps: Input vitals, diagnosis, and prescription data
5.) The process owner metrics: input time/patient, and processing time/patient

D.) Request Co-payment:
1.) The client: patient, personnel
2.) The client’s PTBS: paying for services
3.) Client satisfaction metrics: the service cost is within expectations, no waiting to pay
4.) Corresponding steps: requesting co-payment from patient and generating receipt
5.) The process owner’s metrics: check/cash/card payments are processed quickly so new patient can be handled

E.) Send Information to Insurance Company (external) and bill customer a Super Bill
1.) The client: personnel
2.) The client’s PTBS: Update insurance company on patients procedures and collect money for services
3.) Client satisfaction metrics: Insurance provider is readily accessible, and collecting money without hassle
4.) Corresponding steps: send information to insurance company
5.) The process owner’s metrics: the time between processing claim and sending information to customer and doctor’s office

INNOV8

As BPM is a new subject to me, the INNOV8 game greatly improved my understandings. From this game, I learn that business processes are a set of interrelated activities designed to achieve a specific business output or objective. I also learned that BPM is an approach that is focused on aligning all aspects of an organization to help promote effectiveness and efficiency. It was to my understanding that models were more simplistic in that they only modeled process flow. However, they also involve having lots of data like statistics, resource levels of each activity, and the cost of these resources.

In my opinion, the game provides an excellent and unique approach for teaching students about business processes.

Like most games, though, there are pluses and minuses:

Overall, I liked that the game is so informative. It starts with basic principles and continues to build on concepts. I also like that the game provides optional textual descriptions so that if you are already aware of the concept, you do not have to waste time. However, the game annoyed me in a few ways. The avatars were not involved enough and did not have many new things to say. It was also WAY to slow to walk. Why not run, or fly? In the end, I wish that they would make additional fun and educational games on related topics.

Two words that I learned:

1. An Activity is a unit of work performed in a business process. For example, sub-process, tasks, and services.

2. Simulation is a software facility for strong basic information about services, including how to interact with the service, who has access right to the service, and which application currently uses the service.

Bleeding Edge Technology: