7302ICT- Enterprise Architecture Applications

7302ICT- Enterprise Architecture Applications Student Name A Enigbokan Student Number Criteria Completed Comment 1. Introduction Does the introduction explain clearly and succintly the business problem to be solved? Fully ok, but see important question in the text! 2. Exposure of the idea 2.1 Does the author explain clearly and in a language appropriate for a management audience what ‘X’ is (X= Process Improvement / Information Architecture / SOA/...)? To some extent ok as a start, but you must expand on what you have learnt about process improvement, and refer to the practices we discussed in class. This assignment doe snot show that you have learnt in class. 2.2 Is there a clear explanation of how 'X' is expected to solve the business problem? Fully Is the content up-to-date? To some extent relate to notable process impriovement practices (kaizen, six sigma) 3. Effect on the Enterprise 3.1 Why: Does the author describe a strategic motivation (objective) that companies would want to achieve using ‘X’ Fully ok 3.2 Where / What Does the author describe in which part of the organisation this change would have to be applied and what would change? (business and solution) Fully 4. Implementing the change 4.1 When: Does the author describe under what circumstances this approach would be suitable? Fully 4.2 Who: Does the author describe who would be responsible for initiating the necessary change? To some extent 4.3 How Does the author describe the change could be approached organisationally? Fully 5. Conclusion Have relevant issues from the body of white paper been accurately summarised? Fully Presentation Cover Sheet To some extent Layout and Format Fully Referencing Referencing for all written material should follow one of the accepted referencing standards (use APA6 or AGPS Harvard system of bibliographic referencing) Fully Referenced material is relevant Mostly include references to kaizen and six sigma so that the reader knows you considered various existing methods Does the author Quote a definition from a source, and explain in more detail in his/her own words? Fully Does the author follow the rule that long text (>10% of your assignment) copied from the Internet is not acceptable even if qouted? Fully Expression Novelty of Thinking and Intellectual Ability in Expressing Ideas Fully Critical Thinking and Logical Reasoning Fully The white paper should have a minimum of spelling and grammatical errors, and have a writing style suitable for presentation to company executives Fully Overall at this stage: 85% 1 Report for Business Process Improvement through EA for a Hospital Enterprise Architecture Applications Assignment Griffith University Lecturer: Peter Berbus Student: s2870815 2015 2 Table of Contents 1. Introduction ......................................................................................................................................... 3 1.0 Problem Background ........................................................................................................................... 3 1.1 Justification ........................................................................................................................................ 3 1.2 Scope of the Business Change ............................................................................................................ 4 1.3 Role of EA practice .............................................................................................................................. 4 2. Exposure of the idea ............................................................................................................................. 5 3. The effect of this Change on the Enterprise ......................................................................................... 7 4- Implementing the Change ........................................................................................................................ 8 4.1 When .................................................................................................................................................. 8 4.2 Who .................................................................................................................................................... 8 4.3 How .................................................................................................................................................... 8 5. Conclusion ............................................................................................................................................ 9 Reference ..................................................................................................................................................... 9 3 1. Introduction 1.0 Problem Background ABC is a medium enterprise specialized in the provision of medical health care to the people of region Seneca. By 2013, it had an annual client base of estimate 100,000 patients with an average daily turnout of 10,000 patients. As 2014, the number of patients had increased by nearly 10% and the patients were noted to complain of the drag in the facilities’ operations. On the other hand, the institutions had noted low efficiency from its processes that affected its returns. The management evaluated and noted that these had extensive adverse impact on the organization and is likely to cause more challenges like the loss of clients to the competitors, losses in revenue and wastage on human resources if not handled. As such, the organization must work towards alleviating the following challenges; 1) To reduce time in patient data retrieval in various departments 2) To reduce the time of serving patients as a result of improving data processing capabilities 3) To achieve an effective and efficient database without redundancy and data error 4) To facilitate information sharing between the department 5) To enhance employees efficiency and effectiveness This prompts for the need to analyze the business structures and processes to determine the solution to the organization’s needs. 1.1 Justification ABC has a business and strategic plan that target the following issues in their profile. 1. To increase revenue and the proceeds of the organizations by 10% in the next 2 years as expected by the shareholders. 2. To enhance efficiency in its processes by over 40% to reduce customer wait time 3. To eliminate any bottle necks in its operations 4. To improve employee’s efficiency and effectiveness The management of ABC is obliged and endeavors to achieve these requirements. It is worth noting that these are some of the strategic goal and objective that motivating the enterprise to solve the above business problem. Moreover, the current corporate field is characterized with high competition that can lead to displacement of organizations that are not performing according to market standards. Performance is here considered as the quality of service and products which influences customers’ satisfaction and loyalty. Chevalier, Gutsatz and & MyiLibrary (2012) notes that customer are more likely to return to an organization that offers quality services and products regardless of the prices. Chevalier et., al. (2012) also asserts that customers can as well leave an enterprise for the competitors if the organization is offering substandard service. In this regard, it is important to note that the competitors to organization ABC have determined to offer more quality services and have the tools to do it. These possess a threat to ABC losing its clients and having and a decline. In the recent 2 months, the 4 months that Monthly client turn out is reducing by 5% each month. 4 It is important to note that the competitors like FEDA and BETO have relied on efficient IT system and lean processes as their competitive advantage. Not only has these enhance time for a customer to be served but also enhanced the customers experience, improved employees working environment and boosted the organization returns. If ABC does react promptly, it will lose its client base by 30% in the next 2years and revenue by over 40% in the next 5 years. 1.2 Scope of the Business Change The enterprise intends to have the entire organization processes and operations reviewed to identify the bottle necks and attended to them through IT support. Since all changes cannot be assessed and implemented at once, this project intends to focus on the following issues; 1) Improving the processes trough which clients interact with various departments 2) To improve the process by which data is managed in the organization 3) To improve the coordination between various departments Jones (2013) notes that a vertical approach to handling a problem is more efficient that horizontal approach. This because a vertical approach focuses on to a problem into details whereas the horizontal approach that just handles a little bit of every challenge (Jones, 2013). 1.3 Role of EA practice It is worth noting that EA would be very important in addressing the current needs of this organization given that it is a practice that deals with analysis, design, redesign and implementing an enterprise’ aspects. In particular, the EA practice will be used to analyze the business with focus directed towards information technology. Lapalme (2012) notes that EA adds the concept of information technology to the model of business architecture to enhance the alignment between the business concerns (processes) and IT and thus foster the efficiency, effectiveness, agility and durability. 5 2. Exposure of the idea Business Process Improvement Business process improvement (BPI) refers to a methodology used by organization to optimize and enhance its operational processes so as to enhance its performance and outcome. These outcomes include profits, cost reduction and reduction in customer wait & service time. Börner, Moormann and & Wang (2012) assert that its impact is highly associated with enhancing quality by over 60% and lowering the costs and time of cycles by over 90%. This model has recurring procedure for improving an organization processes to achieve the goals and objectives of an organization. The model goes through identification, analysis and improvement of operational processes each time there is need to improve the processes. Martin & Bell (2011) acknowledge that BPI is also targeted at products and services to narrow the gap between the customers’ expectation and the experienced quality. How Business Process Improvement solve the problem This will solve the problem though undertaking all the procedure entailed in the model. In broad, BPI has 6 major steps namely; process analysis, training, interview, review cycle and problem analysis. Process Team formation This phase entails forming a team that comprises of at least representative from every processes area to be assessed. In the case of organization ABC, it is important to note that it has 13 departments namely; Reception, ICT, outpatient clinic, medical, surgical, psychiatric, laboratory, morgue, x-ray, PMER, pharmacy and administration. . A member was taken from each of the department to assist in the BPI. Training for process analysis The selected members for the process team are undertaking through a training program to gain knowledge in analyzing and documenting of processes. In this regard, ABC has organized three day training for this exercise. Interviewing This phase describes the feasibility process through which the processes are analyzed and recorded. The trained process team members lead interview for their respective departments where the process performance data and structures are recorded. Process documentation The data gathered from the interview phase are utilized in sketching out the first process map. It is important to note that even the operational process descriptions are still incorporated into new map 6 though sparingly based on needs. The recommended process improvements as evident from the interview are adopted as appropriate. Review cycle In this stage, all employees in the respective processes are welcomed to review their corresponding sections of the process map while contributing their recommendation in order to reach at a unanimous mental image. For organization ABC, the following process was map was the product of process analysis; Figure 1: Final unanimous Mental Image or process map from the process analysis Problem analysis Once the process map is established, is used alongside the collected data to analyze the process problems. It is necessary to have strategy audit so that the process goals are be retrieved for problem analysis and forming measures for process improvement. From the process map above, the following problems were noted; a. Data redundancy Every department a patient went to, the patient’s personal details were collected. 7 b. Disjointed database Every department or section in the hospital has its own system for managing records. The lack of synergy in the data systems hinders real-time coordination of various departments and the aggregation of data. c. Long wait time The records are majorly manual which takes time to retrieve and act upon. This causes patients to wait with one patient estimated to wait over 3 minutes. d. Insufficient data analysis to drive business intelligence Implementation of Business Process Improvement through How EA Enterprise architecture (EA) is a precise drill for undertaking analysis, designing & redesigning, planning and implementing of enterprises processes and operations through holistic technique to facilitate the full realization of an organization’s strategies sand goals (Gartner IT Glossary – Enterprise Architecture, 2013). This practice is noted to adopt and apply principles from architect to help an organization achieve its strategies by analyzing and redesigning the changes in its processes, businesses, information and technology among others aspects. As such, the process involves gathering substantial information from the organization’s business structure and processes, and analyzing it to come with comprehensive conclusions. The conclusions are expected to help in making informed decision to steer the organization in the right direction with respect to its goals and objectives. The target aspects of EA in organization are to enhance efficiency, effectiveness, durability and agility. 3. The effect of this Change on the Enterprise a. The strategic objective motivating the organization to implement Business Process Improvement I. To increase revenue and the proceeds of the organizations by 10% in the next 2 years as expected by the shareholders. II. To enhance efficiency in its processes by over 40% to reduce customer wait time III. To eliminate any bottle necks in its operations IV. To improve employee’s efficiency and effectiveness b. Aspects of changes introduced by Business Process Improvement As a result of Business improvement process, the organization will be required to introduce an integrated ICT system to handle most of the tasks in the organization. Saeed & Abdinnour-Helm (2008) note that introduction of information systems have significant impact in an organization from both a 8 negative and positive perspective. For the purpose of this project, the positive changes outdo the negative changes and they include; I. Introduce of a distributed information management system in the organization II. Making lean the process and cycles in accomplishing various tasks III. Cutting down the unnecessary number of employees from certain departments 4- Implementing the Change 4.1 When Since the changes that are to be introduced by BPI are extensive and involve a lot restructuring in the organization, it may slow down the operations of the organization if implemented at once. This is because it will require time for the employees to learn, accept and adapt to the changes. As such, the implementation will be undertaken within a span of 1 year where the development of the appropriate information system will take place and the employees trained before deploying the IS in parallel to legacy system for over 3 months. 4.2 Who The changes will be implemented by the ICT department under the lead of the department head. The team will be expected to outsource a firm specialized in distributed systems to help make a proposal of IS based on the process map and the recommended improvements. The outsourced team will also help in selecting and forming a manageable technical and administrative team for the solution. 4.3 How The implementation of the changes at ABC requires a programme that will be suitable for ensuring changes over a long period of time. This will involve acquiring the appropriate staff to steer the program from the time of its initiation. As such, it is worth noting that the programme will run on an annual budget of $30,000. It is also worthwhile noting that the programme will be having an independent leader and its own specialized team. However, it will coordinate and require the aid of other departments including the ICT department and the customers of the organization in needs assessments. The development of this program will adopt an agile approach to development. It will span from pilot study to facilitate planning, feasibility study to assess the needs of the organization, programme planning and design and programme implementation. Some of the projects of the projects to be undertake by the as time goes by include review& redesign of processes and introduction of completely Information system. This program will run independently to avoid interference from other section of the organization. However, it is important note that the support and cooperation of other sections is appreciated. The 9 change mission, vision, policies and principles of the entities that require change will be redefined by the management with the full support of the programme. 5. Conclusion It is important to note that BPI depends on EA for successful alignment of IT to the business processes in order to improve the organization’s performance and outcome. Undertaking BPI is a project and as such all aspects of project management apply to ensure its success. For ABC, the process analysis and changes will be managed through an independent programme of the organization which will run on an annual budget of $30,000. From the BPI which was conducted through interview with various members of the hospital, a process map was established and problem analysis done. The institution suffers data redundancy, high customer wait time, insufficient analysis and bottlenecks in department co-ordination. The suggested changes were the development of information systems and review of the business processes. Reference Ball, M. J., Weaver, C. A., & Kiel, J. M. (2004). Healthcare information management systems: Cases, strategies, and solutions (3rd ed.). New York: Springer. Börner, R., Moormann, J., & Wang, M. (2012). Staff training for business process improvement. Journal of Workplace Learning, 24(3), 200-225. doi:10.1108/13665621211209276 Chevalier, M., Gutsatz, M., & MyiLibrary. (2012). Luxury retail management: How the world's top brands provide quality product and service support. Singapore: John Wiley & Sons. Gartner IT Glossary – Enterprise Architecture (EA). Gartner.com. Retrieved on September 18, 2015. From http://www.gartner.com/it-glossary/enterprise-architecture-ea/ Jones, D. J., Recardo, R. J., Recardo, R. J., & MyiLibrary. (2013). Leading and implementing business change management: Making change stick in the contemporary organization. Abingdon, Oxon; New York, NY: Routledge. Lapalme, J., (2012). Three Schools of Thought on Enterprise Architecture, IT Professional, vol. 14, no. 6, pp. 37–43, Nov.–Dec. 2012, doi:10.1109/MITP.2011.109 Martin, T. D., & Bell, J. T. (2011). New horizons in standardized work: Techniques for manufacturing and business process improvement. Boca Raton, Fla: CRC Press. Saeed, K. A., & Abdinnour-Helm, S. (2008). Examining the effects of information system characteristics and perceived usefulness on post adoption usage of information systems. Information & Management, 45(6), 376-386. doi:10.1016/j.im.2008.06.002