Business Process Analysis and Optimization:

A Pragmatic Approach to Business Operations

Presented by: Md Mozammel Hoque

Optimization Consultant on Business Process and IT
Organized by: Faculty of Business Administration, University of Chittagong, Bangladesh
Date and Time: From 11:00am to 13:30pm 25 MAY 2016

Presenter Profile
Md. Mozammel Hoque has had a career spanning 16 years+ as Consultant, Enterprise Architect, Executive leader, Program
Manager and Software Engineer in Telco, Banking, Manufacturing and Retail Industries.
He has served as Consultant at E-Tec and InfraOptimization (Bangladesh), as CTO at NTS (Bangladesh), as Sr. Technical Consultant
at Huawei (West Africa Region), and as APPS DBA at DataIntensity (USA) on behalf of DatabaseIntelligence (Russia).
He has been the speaker on IT Optimization hosted by IBCS-Primax (Dhaka, Bangladesh)
Currently he is continuing his consultancy & research on the area of Optimization of Business Process and IT at InfraOptimization.
As of now, he supported for many Multinational Corporation across the world such as Etisalat Telco, Zain Telco, Warid Telco, and
Airtel Telco on behalf of Huawei (China), ITS (Kuwait), DataIntensity (USA) and DatabaseIntelligence (Russia). He supported more
than 60 clients (on site and off-shore) covering North America, Europe, West Africa and Asia. He has over 3 years experience
(before starting IT career) in Non-IT Sector - (Assistant) Researcher on the field of Socio-Anthropology, and Teacher.
He got Honorable Performance Reward for the year of 2013, Best performance award for the year of 2012 for Etisalat Nigeria
project from Huawei, and two times best performance award (2010 and 2011) from Zain (now Airtel) Telco in Nigeria on behalf of
International Turnkey System. His Greatest Achievement is an Innovation of a unique solution in IT industry: how to fetch CLOB
Data across the databases, which was published in HUAWEI (a research based on a real scenario in Nigerian Etisalat Telco
operation, i.e. EMTS). A number of Technical and Non-Technical articles were also published in HUAWEI.
He is ITIL V3 Foundation Certified, Oracle Certified Expert (OCE) - Oracle RAC 11g Release 2 and Performance Tuning, Oracle
Certified Specialist (OCS) - Oracle Database 11g Data Warehouse, Oracle Certified Professional (OCP)- R12, 11g, 10g and 9i. He
also passed more than 30 exams (technical and non-technical) in Huawei exam system.
He completed his MSC and BSC in Applied Informatics in Economics from Rostov State University of Civil Engineering, Russia in
2006 and He also completed his MA in 1997 and BA in 1996 in History from the University of Dhaka, Bangladesh.

Abstract
The rapidly changing economic and socio-economic environment has led to think how
to keep the business processes continuously optimized in highly uncertain and
unexpected markets. This turbulent market situation has been brought two major
challenges - Socio-cultural (Behavioral) challenge and Technical challenge (IT). The
current industry practice and the academic researchers are trying to get out of this by
looking the answer from the technology and business model end: HOW to manage
the challenges of continuous change concentrating on flexibility and speed,
maintainability and scalability, cost. Aftermath of it, there is numerous business
process modeling techniques are being proposed by the researchers and the
technology industry that well captures both approaches - Quantitative analysis:
Objective Approach and Qualitative analysis: Subjective Approach though these
approaches have its own drawback. (It is not the purpose of this seminar to enlighten
on this drawback.) But, the socio-cultural challenge is ignored though our
investigation reveals that Information behavior changes faster than information
systems, which has driven us to work on it. Therefore, the aim of this seminar is to
demonstrate how socio-cultural factors have significant impact, i.e. WHY IT MATTERS,
on the success of business process optimization.

Agenda

Introduction
Challenges in Business Environment
Reasons to Research
Current Approaches to Business Development
Approaches to Business Process Development
What a process means
Business Process Re-Engineering( BPR) Vs Business Process
Optimization (BPO) or Business Process Improvement (BPI)
Business Process Analysis and Optimization
The Path to Process Operation Optimization
Business Process Management tools
Outstanding Result of Business
Conclusion

Introduction
A Process-based approach, in order to achieve a desired business
outcome, is well adopted in todays businesses acknowledging the
success of businesses is tied to the optimized processes. As of now,
researchers have given a massive effort to reach a common platform
as best practice. Aftermath of it, we have now versatile Business
Process Modeling techniques along with Business Process Tools in the
industry. Yes, it is true, to some extent, the technical challenge (IT) is
well met, but the socio-cultural challenge is not met yet though our
investigation reveals that Information behavior changes faster than
information systems. Technology can solve the process integration
point, but without operational excellence business process
optimization cannot be achieved. Therefore, the aim of this seminar is
to demonstrate how socio-cultural factors have significant impact, i.e.
WHY IT MATTERS, on the success of business process optimization.

Challenges in Business Environment:

Business opportunities and/or fall creates challenges in business management

Executive Agenda:
How business can sustain and thrive maintaining
bottom-line profitability in any economic situation.
Where to focus: Cost-cutting or Revenue growth
Common challenges in the Business Environment :
Pressure : Economic , Operation and Competitive
Customer & Employees: Expectations and Demand
Technology: Disruptive Technology and IT Silo
Economic Instability and Fluctuations in currency rates, energy, etc.
Governance, Compliance, Audit & Security
Suppliers
Manageability

Reasons to Research
1. Org Chart:
1.1 IT considers as Cost Center
1.2 Departmental Conflict
1.3 Slow decision-making
1.4 Complex of approval processes
1.5 Owner is present, but not ownership, i.e. Accountability, Responsibility and
Credibility
2. Org Culture
2.1 Risk-averse cultures, i.e. fear of change, neglect of change
2.2 Knowledge Gap
2.3 Absence of Innovative mind, i.e. differentiator thoughts
3. Technology
3.1 IT Silo
3.2 Absence of Collaboration
3.3 Absence of Business Partnership concept
3.4 Real time Information

Reasons to Research

Cont 1

In the industry the below views related to customer are being noticed
(not limited to that)

Add and Create value to the customer

Take Care of the customer
Attend and Response to the customer
Win-Win approach
Customer Satisfaction
Customer driven quality
Customer is always right
Build a strong Customer Relationship
Continuous communication
Grow together

Current Approaches to Business Development

Digital Business : The Age of Integration and Collaboration, i.e. A

Disruptive Technology or Disruptive Innovation
Business Agility: Flexibility, Nimbleness, and Response Speed
Holistic and Unified Approach

Approaches to Business Process Development

Business Process Re-engineering and/or Re-design
Business Process Optimization
Continuous Improvement

Source:
Business Process Analysis and Optimization: Beyond Reengineering
Kostas Vergidis, Member, IEEE, Ashutosh Tiwari, Member, IEEE, and Basim Majeed, Member, IEEE

What a process means

A process is an approach for converting inputs into outputs.
A process has to have:
1.
2.
3.
4.

Predictable and definable inputs;

A linear, logical sequence or flow;
A set of clearly definable tasks or activities;
A predictable and desired outcome or result

Business Process Re-Engineering( BPR) Vs

Business Process Optimization (BPO) or
Business Process Improvement (BPI)

BPR is to re-design the processes of the enterprise in order to achieve

dramatic improvements in overall performance. BPR is a technique of
change management to clean-up the fat layers by introducing radical
changes in operational strategy which should in turn result in competitive
advantages.

BPO looks into ways to improve the processes in the existing structure.
BPO or BPI is a technique to monitor business processes and how they meet
their business objectives, controlling and optimizing the operations in order
to make them fall in line with the business objectives and accordingly
allocate necessary resources, prioritizing work and selecting the best
service providers for those processes.

Business Process Analysis and Optimization

The Path to the Optimum business outcomes

Core Objective
Reduction of cost, flow time (shortening process cycle time), defects, waste and
resource constraints
Flexibility, Scalability, Traceability and Maintainability
Integration and Automation, and Collaboration
Continuous Improvement, i.e. evaluate the process improvements, identify the
underperforming processes
Process Prioritization decisions
Ease of Approval Process
Remove Process Conflict/Deadlock (lack of synchronization)
Mitigate Threat and Risk
Enhance the Satisfactory Level
Data Integrity, i.e. easy to access to the accurate information at the real time Anytime Anywhere

Business Process Analysis and Optimization

Cont 1

The Path to the Optimum business outcomes

Quantitative analysis : Objective Approach Process Performance

and/or Behavior Analysis eliminating performance bottlenecks.
Qualitative analysis : Subjective Approach(Structured Process

Improvement) of developing an existing business process to a better

version eliminating non value-added activities( e.g., redundant,
rework, and supervisory activities), simplifying activities, combining

activities, and increasing the concurrency of activities.

Source:
Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics
H.A. Reijersa; S. Liman Mansarb
Department of Information and Technology, Faculty of Technology and Management, Eindhoven University of
Technology
Department of Computing, Communications Technology and Mathematics, London Metropolitan University
Received 25 April 2002; accepted 23 April 2004
Omega, The International Journal of Management Science, 33 (2005) 283 306,

The Path to Process Operation Optimization

1. Org Chart:
1.1 IT considers as Cost Center Profit Center
1.2 Departmental Conflict Integration and Collaboration, i.e. Introduce Process
Management
1.3 Slow decision-making Quick and Right decision and execution
1.4 Complex of approval processes Simplify Approval procedure
1.5 Owner is present, but not ownership, i.e. Accountability, Responsibility and
Credibility Promote ownership culture
2. Org Culture Promote innovation and change, Enable Workforce Performance
Management
2.1 Risk-averse cultures, i.e. fear of change, neglect of change
2.2 Knowledge Gap
2.3 Absence of Innovative mind, i.e. differentiator thoughts
3. Technology Introduce compatible Disruptive Technology with the lowest cost
3.1 IT Silo
3.2 Absence of Collaboration
3.3 Absence of Business Partnership concept
3.4 Real time Information

The Path to Process Operation Optimization

Cont 1

In the industry the below views related to customer are being noticed (not
limited to that) Customer Relationship is maintained by Communication,
Connection & Interaction/Engagement

Add and Creating value to the customer

Take Care of the customer
Attend and Response to the customer
Win-Win approach
Customer Satisfaction
Customer driven quality
Customer is always right
Build a strong Customer Relationship
Continuous communication
Grow together

1. Customer-centric processes, i.e.

Customer Experience
Evaluation/Management
2. Omni-Channel Orchestration
Evaluations of Service Quality =
fn (Experience - Expectations)

Business Process Management tools

The integration challenges is now resolved by BPM tool. With the pace of
market demand BPM products are changing rapidly though. From the BPM
tools Business can
1. Improve process efficiency and effectiveness
2. Increase business agility
3. Deliver better business insight

It is not the scope of this paper to give insight on the BPM tools. But, for the
awareness of BPM tools, here I am going to present some examples from the
Industry of BPM.

Business Process Management tools

Business Process Management tools

Business Process Management tools

Next Gen. Business Process Mgmt

Integrate Oracle, 3rd party & legacy applications to extend process
automation

Quickly integrate
Oracle
EBS

PeopleSoft
Financials

Custom Order
Application

heterogeneous applications
using an intuitive, graphical
UI

Manage system
Standard Interfaces
Cross-application maps

BPEL Process Manager

Business
Process

Siebel
CRM

Step
1

Step
2

Step
3

Mainframe HR
Application

Step
4

Step
5

New Web
Application

BPEL Business Process Execution Language

Source:
Oracle E-Business Suite Release 12
Presented by: Senior Solution Consultant at Oracle

performance via web with a

user-friendly console

Reduce connectivity
headaches with
pre-packaged, standard
interfaces for applications
and legacy systems

Built on widely adopted

industry standard language
(BPEL)

Integration with Core Applications

Oracle | Retek Integration with BPEL
Lower cost integration between disparate systems
Better performance with integrated business flows across applications
Merchandising

Sales Audit

Stock Ledger

Inbound Retek Data

Matched invoices
Credit notes
Debit memos
Rebates

Daily sales
Cash and deposits
Inventory
Sales data

Outbound Financials Data

Suppliers
Partners
Addresses
Freight terms

Source:
Oracle E-Business Suite Release 12
Presented by: Senior Solution Consultant at Oracle

Payment terms
GL accounts
Currency rates

General Ledger

Accounts
Receivable

Cash
Management

E-Business Financials

Invoice
Matching

Accounts
Payable

The 7 RIGHTS for Better Business Outcomes

Bring the RIGHT Information to the point of decision so that RIGHT decision
can be taken and executed promptly by the RIGHT people at the RIGHT time
and at the RIGHT place using the RIGHT tools and RIGHT model.

Information

Decision
People
Right

Time
Place
Tools
Model

Conclusion
From the above explanation, it is clear that operational excellence has
significant impact on the process optimization. It is also clear that without
adopting Disruptive Technology operational excellence cannot be met at all.
So, let us put the slogan together, NO MORE CONTINIOUS IMPROVEMENT,
PROMOTE ON CONTINOUS IMPROVISATION and encourage TO BE
DIFFERENT , NOT TO BE BETTER.

Thank you