problem tracking with bpm
DESCRIPTION
Tracking, management, and resolution of defects, issues, problems, and risks throughout business analysis activities. Management of issues is important so that they can be resolved in a timely manner to ensure success. Problems may include issues, questions, risks, defects, conflicts, or other concerns that need to be tracked to resolution. A problem tracking system ensures that issues are not simply neglected or lost.TRANSCRIPT
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Business Process Management
For Problem Tracking
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Process design,modeling and simulation
Connect, integrate
Application development
User experience
User accessTask management Test, execute, monitor
PROBLEM TRACKING
• Custom issue forms to document issues properly• Assign actions to staff to resolve issues• Report on the status of issues to management• Monitor the outcome of the actions taken• Estimate/measure Impact via process simulation
CUSTOM ISSUE FORMS TO THOROUGHLY DOCUMENT ISSUES
CUSTOM ISSUE FORMS TO THOROUGHLY DOCUMENT ISSUES
ASSIGN ACTIONS TO STAFF TO RESOLVE ISSUES
• Business rules/conditions
• ‘Actor’ assignment
• Timers
• Email connectors
MONITOR THE OUTCOME OF THE ACTIONS TAKEN
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KPIs Accessible from User Experience Portal
KPI Reports Output to Format of Microsoft Office, PDF, Open Office, etc.
Number of Cases by Year Number of Cases by Dept.
Number of Cases by Department
Statuses of Cases
Number of Cases by Department
Closed, 22%Open, 22%
In Progress , 56%
REPORT ON THE STATUS OF ISSUES TO MANAGEMENT
List of Help Desk Tickets
Request Type
ESTIMATE/MEASURE IMPACT VIA PROCESS SIMULATION
•Estimate impact and possible consequences based on resources, schedule, cost or scope
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