Business Process Analysis Based on Event-driven Process Chain Model EPC 모델기반의비즈니스프로세스분석

Transcription

1 Society of Korea Industrial and Systems Engineering Vol. 36, No. 3 : 34-42, September ISSN : (print) ISSN : (online) Business Process Analysis Based on Event-driven Process Chain Model Jun-Gyu Kang Seung-Kil Lim Department of Industrial and Management Engineering, Sungkyul University EPC 모델기반의비즈니스프로세스분석 In this study, we develop a method for analyzing business process based on the event-driven process chain (EPC) model. The method consists of five stages such as identifying abnormal events, finding causes for the abnormal events and problems caused by the abnormal events, making cause-and-effect chains, drawing root-cause map, and defining improvement areas. We illustrate how to apply the method with some examples for the domestic registered mail delivery process. Keywords Process Analysis Method, Event-driven Process Chain, Mail Delivery Process 1. 서론 1) Thomas Davenport Michael Hammer 20. Thomas Davenport F.W. Taylor IT [2]., Michael Hammer IT [4]..,., Received 9 July 2013; Accepted 7 August 2013 Corresponding Author : seungkil@sungkyul.ac.kr (Process Innovation) (Process Improvement).,.,.,.,. (Plan), (Analyze), (Redesign), (Acquire Resources), (Implement), (Continually Improve)

2 Business Process Analysis Based on Event-driven Process Chain Model (Plan) (Analyze) [12].. (Cause-and-Effect Diagram) [7].. 1, <Figure 1>. <Figure 1>...,,.,,... Cause Group 1 Cause Group 2 Cause Group 3 Cause Group 4 Cause Group 5 Cause Group 6 <Figure 1> Cause-and-Effect Diagram, EPC(Event-driven Process Chain). EPC 1990 Wilhelm-August Scheer, (Events), (Functions), (Resources) (Rules) [14]. EPC.,..., 2 EPC 비즈니스프로세스분석 EPC 5. 1 : 2 : 3 : 4 : 5 :. 단계 이상사건규명,.. EPC.,. (Normal Event) : (Abnormal Event) :

3 Jun-Gyu Kang Seung-Kil Lim,. EPC. 단계 이상사건별원인및파생문제규명 1.. 단계 인과관계체인작성. <Figure 2>,.. <Figure 2> 1, 1 1 2, 3 4. (<Figure 2> ) (s)., Causes Abnormal Events Derived Problems Secondary Cause 1 Secondary Cause 2 4 Abnormal Event A Process in Process A.1 Process B.1.7 Process C.4.5 Organization Department A Department B Department C Secondary Problem derived from Abnormal Event A <Figure 2> Framework of Cause-and-Effect Chain... 단계 근본원인지도작성, (Root Cause Map). (<Figure 2> ). <Figure 3>. <Figure 3>., 1 4 <Figure 2> 5 6. Derived Problem Root Causes Process in Process A.1 6 Derived Problem A 4 Process B.1.7 Organization Department A Department B 5 Process B.1.8 Department B <Figure 3> Framework of Map 단계 프로세스개선영역정의.,. <Table 1>.,.,.

4 Business Process Analysis Based on Event-driven Process Chain Model <Table 1> Framework of Process Improvement Areas Organization Process s Place or Department where Events Occur i.e., Department B Processes in the selected area where has root causes Process B.1.7 Root causes which occur at the selected area 4 6 Process B , (Grouping Criteria) ( Group)..., ([1, 6, 13]),. 3. 적용사례 - 국내등기우편서비스프로세스 Lim and Kang[10] 국내등기우편서비스프로세스개요 3,600, 25 ( 1 ) 200 [9] ,. <Figure 4>,,,,,,, (Major Office, Sending) (Mail Center, Sending), (Exchange Center), (Mail Center, Delivery) (Major Office, Delivery).,, (Sending) (Delivery). <Figure 4>, ( ), ( ) (= ) ( ). ( ),., ( ).,,., ( ),. ( ) Lim et al.[11]. Reception Major Office (Sending) Mail Center (Sending) Exchange Center Mail Center (Delivery) Major Office (Delivery) Delivery <Figure 4> Domestic Mail Processing Sequence[11]

5 Jun-Gyu Kang Seung-Kil Lim 3.2 프로세스분석방법의적용 2. 단계 이상사건규명 <Figure 5>. 8,. EPC. <Figure 6> 4.5. / (Open and Check box for registered mails) EPC. EPC.,,, 1. Reception at Post Office 2. Departure from Post Office 3. Arrival at Mail Center 4. Sorting at Mail Center 5. Departure from Mail Center 6. Arrival at Post Office 7. Sorting at Post Office 8. Delivery 1.1 Check suitability and select proper service 1.2 Select special mail 1.3 Input sender and recipient 1.4 Calculate discount and payment 1.5 Attach barcode label, categorizing and storing 1.6 Couple and check one-day express mails 1.7 Couple and check except for one-day express mails 1.8 Check and transfer 2.1 Take over mail-box/sack 2.2 Sort, couple and load mail-box/sack to pallet 2.3 Load pallet to truck 3.1 Check truck ID 3.9 Confirm, sort and transfer mail box/sack 5.1 Take over mail-box/sack 5.3 Send mail-box/sack/pallet/trolley 6.4 Sort and transfer mail-box/sack 4.1 Take over and move mail-box/sack to work station 4.5 Open and Check box for registered mails 4.6 Register and sort registered mails 7.3 Register sort mails and create transfer 8.4 Register delivery result <Figure 5> Domestic Registered Mail Delivery Process 4.1Charge and move mail box/sack to work station Box/sack for registered mail Open and check the box/sack V Not arrival of registered mail Wrong arrival of regisger mail Arrival without Arrival of normal mail Normal arrival of registered mail V Affirm to sending post Call on special team to create infọ Transfer to proper team 4.6 Register and sort registered mails <Figure 6> EPC Model for the Process 4.5. Open and Check Box for Registered Mails

6 Business Process Analysis Based on Event-driven Process Chain Model, /. <Figure 7> An Example of Missing Track and Trace Information for a Registered Mail (Register and sort registered mails) (Affirm to sending post), (Call on special team to create info.), ( ) (Transfer to proper team). 단계 이상사건별원인및파생문제규명 <Figure 7>,. <Figure 7>,,.,. <Figure 6> 4 (Arrival without ). ( ) ( ) /., 4.5. / EPC. 단계 인과관계체인작성 2. <Figure 8> (Registered mail arrival without ). (Mis-recognition of Causes Abnormal Events Derived Problems Unrecognizable barcode due to poor printing Mis-recognition of barcode during mail-to-box Barcode with various fonts Mis-handtyping after barcode scanning failure Registered mail arrival without Missing track and trace Damaged Barcode Putting mail in box without mailto-box Process in 1.5. Attach barcode label, categorize and store 1.7. Couple and check mails 4.5. Open and check mail boxes Organization Post Office s Sales Post Office s Sales Mail Center s Special <Figure 8> Cause-and-Effect Chain for the Abnormal Event Arrival without

7 Jun-Gyu Kang Seung-Kil Lim barcode during mail-to-box ), (Unrecognizable barcode due to poor printing), (Barcode with various fonts), (Damaged Barcode)., (Missing track and trace ). 단계 근본원인지도작성 3,.. <Figure 9>,. 단계 프로세스개선영역정의 <Table 2>, /, 1.5., 1.6., 1.7., <Table 3> (Ensued Organization), (Elimination Method), (Derived <Table 2> Process Improvement Area for Post Office Sales Org. Process s Post Office s Sales 1.3. Input sender and recipient 1.5. Attach barcode label, categorizing and storing 1.6. Couple and check one-day express mails 1.7. Couple and check except for one-day express mails Receipt mail with wrong address of recipient Mis-attach barcode label Unrecognizable barcode due to poor printing Barcode with various fonts Damaged Barcode Putting mail into wrong box Putting mail into wrong box Transfer mail box/sack without transferring 1.8. Check and transfer Mis-transfer mail box/sack Problems). <Table 3> (Input no about recipient) (Input wrong about recipient) (Build error-free reception system)., / (Load box to pallet w/o scanning barcode), / (Load pallet/trolley to truck w/o scanning barcode), / (Transfer mail box/sack w/o transferring ), (Transfer Derived Problems Missing Track and Trace Information Unrecognizable barcode due to poor printing Load box to pallet with scanning barcode Load box to pallet with scanning barcode Barcode with various fonts Load pallet to truck without scanning barcode Load pallet to truck without scanning barcode Root Causes Damaged Barcode Delayed transmission Transfer mail box/sack without transferring Pallet/trolley s RFID recognition failure Transfer mail box/sack without transferring Putting mail in box without mailto-box Coupling missing in sorting machine Transfer mail without transferring Process Organiza tion 1.5. Attach barcode label, categorize and store Post Office s Sales 1.7. Coupling and checking mails Post Office s Sales 2.3. Load pallet to truck Post Office s Departure and Arrival 3.9. Confirm, sort and transfer mail box/sack Mail Center s Departure and Arrival 4.6. Register and sort registered mails Mail Center s Special 5.3. Send mail box/sack/pallet/trolley Mail Center s Departure and Arrival 6.4. Sort and transfer mail box/sack Post Office s Departure and Arrival 7.3. Register sort mails and create transfer Post Office s Special <Figure 9> Map for the Missing Track-and-Trace Information Case

8 Business Process Analysis Based on Event-driven Process Chain Model <Table 3> Define Process Improvement Projects Grouping Criteria Ensued Organization Elimination Method Derived Problems Group - Input no about recipient - Input wrong about recipient - Barcode with poor printing quality - Barcode with various fonts - Damaged Barcode - Load box to pallet w/o scanning barcode - Load pallet/trolley to truck w/o scanning barcode - Transfer mail box/sack w/o transferring - Transfer mail w/o transferring Improvement Project Build error-free reception system Develop high-quality barcode printing system Develop automatic transferring system mail w/o transferring ) (Develop automatic transferring system).., Hammer and Hershman[5] El-Sawy[3].,.,,...,,.. 4. 결론 EPC. 5 (Cause-and-Effect Chain).,.., Acknowledgement This paper is a revised and extended version of a paper that was presented at KSIE 2013[8]. References [1] Behzadian, M., Kazemzadeh, R., Albadvi, A., and Aghdasi, M., PROMETHEE : A comprehensive literature review on methodologies and applications. European Journal of Operational Research, 2010, Vol. 200, No. 1, p [2] Davenport, T.H. and Short, J.E., The new industrial engineering : technology and business process redesign. Sloan Management Review, 1990, Vol. 31, No. 4, p [3] El-Sawy, O.A., Redesigning enterprise processes for e-business, McGraw Hill Higher Education, [4] Hammer, M., Reengineering Work : Don t Automate, Obliterate. Harvard business review, 1990, Vol. 68, No. 4, p

9 Jun-Gyu Kang Seung-Kil Lim [5] Hammer, M. and Hershman L.W., Faster Cheaper Better : The 9 Levers for Transforming How Work Gets Done, Crown Business, [6] Hwang, C., Lai, Y., and Liu, T., A new approach for multiple objective decision making, Computers and Operations Research, 1993, Vol. 20, No. 8, p [7] Ishikawa, K., Guide to quality control, Asian Productivity Organization, Tokyo, [8] Kang, J. and Lim, S., A Methodology for Business Process Improvement Based on Event-driven Process Chain Model. Proceedings of the 2013 KSIE(Korea Industrial and Systems Engineering) Spring Conference, 2013, p [9] Korea Post, Annual Report, [10] Lim, S. and Kang, J., Improvement of Registered Mail Service Process, ETRI, 2011, [11] Lim, S., Kim, J., and Shin, Y., Presort and Loading of Commercial Bulk Mails for Minimizing Mailing Fees. Journal of the Society of Korea Industrial and Systems Engineering, 2013, Vol. 36, No. 1, p [12] McDonald, M., Improving business processes, Harvard Business Review Press, [13] Saaty, T.L., The Analytic Hierarchy Process : Planning, Priority Setting, Resource Allocation, McGraw-Hill, New York, [14] Scheer, A.W., ARIS : Vom Geschäftsprozess zum Anwendungssystem, Springer, 2002.