ASSESSMENT GUIDE

ITC708 Business Process Modeling and Management

Semester 1, 2026

Victorian Institute of Technology | www.vit.edu.au

Assessment Overview

Note: * denotes 'Hurdle Assessment Item' that students must achieve at least 40% in this item to pass the unit.

Referencing Guides

You must reference all the sources of information you have used in your assessments. Please use the IEEE referencing style when referencing in your assessments in this unit. Refer to the library's referencing guides for more information.

• https://elearning.vit.edu.au/pluginfile.php/473840/block_html/content/VIT%20Library%20Referencing%20-%20IEEE%20-%2007042020.pdf

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Late Submissions

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Short Extensions and Special Consideration

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• Extensions of the due date for an assessment, other than an examination (e.g. assignment extension).
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Inclusive and Equitable Assessment

Reasonable adjustment in assessment methods will be made to accommodate students with a documented disability or impairment. Contact the unit teaching team for more information.

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Contract Cheating Warning:

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Grades

We determine your grades to the following Grading Scheme:

Assessment Details for Assessment Item 1: Business Process Modeling for Process Improvement

Objective:

The objective of this assignment is for students to demonstrate their comprehensive understanding of Business Process Modeling (BPM) by analyzing and assessing a complex business situation, operations, and processes. The assignment focuses on identifying efficiency issues within an organization and proposing process improvements using modern approaches and technologies relevant to the situation.

Scenario:

You are a consultant hired by a large financial services company, FinTech Solutions Ltd. (FSL), which offers a wide range of banking and financial products. FSL has been experiencing challenges related to operational efficiency, customer service delays, and redundant processes. Your task is to conduct a thorough analysis of FSL's current business processes, identify areas for improvement, and propose solutions using BPM techniques and modern technologies.

Task Description:

1. Understanding the Current Business Processes:

• Analyze the existing business processes at FSL, including operational workflows, customer interactions, data handling, and decision-making processes.
• Identify specific inefficiencies, bottlenecks, or areas where improvements can be made to enhance efficiency and customer satisfaction.

2. Process Improvement Recommendations:

• Propose specific process improvements using BPM methodologies such as process mapping, process redesign, automation, and optimization techniques.
• Justify your recommendations with clear arguments based on potential benefits, feasibility, and alignment with FSL's strategic goals.

3. Application of Modern Approaches and Technologies:

• Discuss modern approaches and technologies (e.g., robotic process automation, AI-driven analytics, cloud computing) that can be applied to address the identified efficiency issues.
• Explain how these technologies can optimize operations, reduce costs, and improve overall business performance at FSL.

Report Structure (Total: 25 Marks):

Your report (1500 Words) should be structured as follows:

1. Introduction (3 marks):

• Provide an overview of FSL and its current challenges related to operational efficiency and process management.
• Outline the purpose and objectives of the report, including the scope of the analysis and proposed improvements.

2. Analysis of Current Business Processes (6 marks):

• Detailed analysis of FSL's existing business processes, highlighting inefficiencies and areas for improvement.
• Use BPM tools and techniques to map out and analyse the identified processes.

3. Process Improvement Recommendations (10 marks):

• Propose specific process improvements for FSL, focusing on areas identified in the analysis phase.
• Justify each recommendation with considerations of feasibility, potential benefits, and alignment with FSL's strategic objectives.

4. Application of Modern Approaches and Technologies (4 marks):

• Discuss relevant modern approaches and technologies that can be applied to enhance FSL's operational efficiency.
• Explain how these technologies contribute to process optimization and improved business outcomes.

5. Conclusion (1 mark):

• Summarize the key findings and recommendations from your analysis.
• Emphasize the potential impact of implementing the proposed process improvements and technologies at FSL.

6. References (1 mark):

• List all sources cited in the report, formatted according to academic or professional standards (e.g., IEEE, APA).

Submission Guidelines:

• Format: Submit a well-structured report (approximately 1200-1500 words) in a professional format suitable for business analysis.
• Language: Use clear and concise language, avoiding unnecessary technical jargon.
• Sources: Ensure all information is properly cited from credible sources (academic journals, industry reports, reputable websites).

Assessment Criteria:

• Analysis of Business Processes: Depth and accuracy of the analysis conducted on FSL's business processes and efficiency issues.
• Process Improvement Recommendations: Appropriateness and feasibility of the proposed process improvements, supported by strong justifications.
• Application of Modern Technologies: Relevance and clarity in discussing modern approaches and technologies applicable to improving FSL's operations.
• Clarity and Presentation: Clarity of writing, organization of ideas, and adherence to report structure.
• Critical Thinking and Insight: Demonstrated ability to apply BPM concepts and modern technologies to real-world business challenges.

Assessment Tasks Learning Outcome Mapping:

Marking Rubric:

Note: All work is due by the due date and time. Late submissions will be penalized at 20% of the assessment final grade per day, including weekends.

Assessment Details for Assessment Item 2: Project Proposal (Group)

Assignment Overview

This assignment is designed to apply theoretical knowledge to practical scenarios, enhancing your skills in business process analysis and improvement using BPMN. Your proposal should reflect a deep understanding of the selected business situation and provide practical solutions for enhancing process efficiency.

1. Introduction (5 marks)

1.1. Business Situation and Context (2 marks)

Select one of the following detailed business situations and describe its context. Provide specific details about the process issues or challenges being faced:

1. E-commerce Customer Service Optimization

Context: An online retail company is experiencing significant delays in customer service response times. Customers report dissatisfaction due to long wait times and unresolved issues. The current process involves manual tracking of queries through email and phone, leading to inefficiencies and inconsistent service quality. The company aims to enhance response times and overall customer satisfaction.

2. Manufacturing Production Line Efficiency

Context: A mid-sized electronics manufacturer is facing delays and high defect rates on its production line for assembling smart phones. The process includes stages such as assembly, quality control, and packaging. Inefficiencies like machine breakdowns and workflow bottlenecks have led to increased downtime and defective products. The company seeks to streamline the production process and reduce defect rates.

3. Healthcare Patient Scheduling System

Context: A busy urban hospital is struggling with an outdated patient scheduling system, resulting in frequent appointment overlaps and long wait times. The system fails to account for changes in patient schedules or medical staff availability, leading to inefficiencies in patient flow. The hospital aims to modernize its scheduling system to improve patient experience and optimize resource utilization.

4. Retail Inventory Management

Context: A national retail chain is dealing with inventory management issues, including frequent stock outs and overstock situations. The company's inventory system is not effectively aligned with real-time demand, resulting in lost sales due to stock outs and excess inventory elsewhere. The goal is to enhance inventory accuracy and reduce discrepancies between inventory levels and actual demand.

5. Financial Services Fraud Detection

Context: A major financial institution is facing challenges with detecting fraudulent transactions across its network. The current system relies on outdated algorithms that are ineffective against sophisticated fraud techniques, leading to increased financial losses. The institution aims to upgrade its fraud detection system to better identify and prevent fraudulent activities in real-time.

1.2. Objectives (3 marks)

Clearly state the objectives of your project proposal:

• To access and analyze current approaches and technologies in business process management relevant to the selected business situation.
• To recommend the most suitable analytics methodology for addressing the identified process inefficiencies.
• To develop a BPMN-based data model for diagnosing process issues and recommending improvement strategies.

2. BPMN-Based Research Questions (5 marks)

Develop three BPMN-focused research questions that your proposal will address:

• How can BPMN be applied to model the current process in the chosen business situation to clearly visualize process flow, tasks, and decision points?
• What inefficiencies or bottlenecks can be identified through BPMN modeling, and how can these insights be used to improve the process?
• How can the BPMN diagram be used to propose actionable improvements and enhancements to the business process, ensuring better alignment with desired outcomes?

3. Business Process Model and Notation (BPMN) (15 marks)

3.1. Overview of BPMN (3 marks)

Provide an overview of Business Process Model and Notation (BPMN). Explain how BPMN is used to visualize, analyze, and improve business processes. Include a brief description of BPMN's main elements such as processes, events, gateways, and tasks.

3.2. BPMN Application to Chosen Business Situation (5 marks)

Apply BPMN to your selected business situation. Create a BPMN diagram that models the current process related to the chosen scenario. The diagram should include:

• Process Flow: Visual representation of the sequence of activities in the process.
• Events: Key events that trigger or end processes.
• Gateways: Decision points that affect the process flow.
• Tasks: Activities performed in the process.

3.3. Analysis Using BPMN (5 marks)

Analyze the BPMN diagram to identify inefficiencies or bottlenecks in the current process. Discuss:

• Process Bottlenecks: Areas where delays or inefficiencies occur.
• Inefficient Activities: Tasks that are redundant or could be streamlined.
• Improvement Opportunities: Potential changes that could enhance process efficiency.

3.4. Recommendations for Process Improvement (2 marks)

Based on your BPMN analysis, provide recommendations for improving the process. Suggest specific changes to address identified issues and enhance overall process performance.

4. Practical Issues (5 marks)

4.1. Data Accessibility and Quality (2 marks)

Explain how you will ensure data accessibility and maintain data quality:

• How you will obtain necessary data from relevant stakeholders.
• Methods for ensuring the accuracy and completeness of the data collected.

4.2. Implementation Feasibility (2 marks)

Discuss the feasibility of implementing your proposed solutions:

• Identify the resources needed for implementing the recommendations.
• Outline strategies for engaging stakeholders and securing their support for the changes.

4.3. Evaluation and Measurement (1 mark)

Describe how you will evaluate the success of your recommendations:

• Define Key Performance Indicators (KPIs) to measure the impact of the improvements.
• Outline mechanisms for collecting feedback and making iterative adjustments as needed.

5. Expected Outcomes (5 marks)

Describe the expected outcomes of your project:

• A comprehensive assessment of business process management approaches and technologies related to the chosen business situation.
• Recommendations for the most effective analytics methodology.
• A detailed BPMN diagram and analysis for diagnosing process issues and suggesting actionable improvement strategies.

6. Conclusion (5 marks)

Summarize the importance of the project and how your recommendations will address the identified issues. Highlight how your BPMN analysis and proposed solutions will contribute to improving process efficiency and effectiveness.

Submission Instructions:

• Form a group and select one of the detailed business situations.
• Prepare a comprehensive project proposal addressing all sections outlined above.
• Ensure your proposal is well-organized, with a particular focus on BPMN analysis, and provides clear, actionable insights and recommendations.

Assessment Tasks Learning Outcome Mapping:

Marking Rubrics:

Assessment Details for Assessment Item 3: Project Report (Group)

Note: * denotes 'Hurdle Assessment Item' that students must achieve at least 40% in this item to pass the unit.

Objective:

To build on the achievements from Assessment 2, your group will deliver a final report and presentation that demonstrates your capability to achieve the project goals set out in your proposal. This report will present a suite of critical findings, strategic advice, and actionable measures for improving business processes. You will also address impacts on organizations and society where relevant. Each group member will complete a peer review report and a self-reflective report as individual submissions.

Assignment Overview:

This assignment will culminate in a comprehensive final report and an oral presentation that encapsulate the findings and recommendations based on the previous assessments. Your work should reflect a practical application of business process analysis using BPMN, demonstrating your ability to enhance process efficiency and address broader organizational impacts.

Deliverables:

• Final Report
• Oral Presentation
• Peer Review Report (Individual)
• Self-Reflective Report (Individual)

1. Final Report:

1.1. Executive Summary

Provide a brief overview of the project, including the selected business situation, main findings, and key recommendations. Ensure that the summary is concise and tailored for executive stakeholders.

1.2. Detailed Business Situation Analysis

• Revisit and elaborate on the business situation described in Assessment 2. Include a thorough analysis of the process issues and challenges, integrating any new data or insights obtained during the project.

1.3. BPMN-Based Analysis

• Present a refined BPMN diagram based on any updates or changes since Assessment 2.
• Analyze the diagram to highlight key inefficiencies, bottlenecks, and opportunities for improvement.
• Provide a detailed discussion of how BPMN modeling has contributed to understanding and addressing the identified issues.

1.4. Strategic Recommendations

• Offer a comprehensive set of recommendations based on your BPMN analysis. Include actionable measures, strategic advice, and specific steps for process improvement.
• Discuss the potential impact of these recommendations on organizational performance and societal implications.

1.5. Implementation and Evaluation Plan

• Outline a plan for implementing the proposed changes, including necessary resources, stakeholder engagement strategies, and risk management considerations.
• Define Key Performance Indicators (KPIs) to measure the success of the implementation and describe how feedback will be collected for iterative improvements.

1.6. References and Appendices

• Include all relevant references, data sources, and appendices that support your report. Ensure proper citation of all materials used.

2. Oral Presentation

2.1. Presentation Content

• Prepare a professional presentation summarizing the key findings, recommendations, and implementation plan from your final report.
• Ensure clarity in presenting complex information and demonstrate a thorough understanding of the business process analysis.

2.2. Delivery and Engagement

Deliver the presentation confidently and professionally. Engage with the audience, handle questions effectively, and demonstrate teamwork in the presentation delivery.

3. Peer Review Report

3.1. Evaluation of Group Members

• Assess the contributions of each group member, including their participation, quality of work, and collaboration throughout the project.
• Provide constructive feedback and justify your evaluations.

3.2. Reflection on Team Dynamics

• Reflect on the team dynamics, communication, and overall effectiveness of the group. Discuss any challenges faced and how they were addressed.

4. Self-Reflective Report

4.1. Personal Contribution

• Describe your individual contributions to the project, including specific tasks you undertook and how your work contributed to the overall success of the project.

4.2. Learning and Development

• Reflect on what you have learned throughout the project. Discuss how the experience has enhanced your skills in business process analysis and BPMN, and how it has prepared you for future professional challenges.

Assessment Criteria:

• Clarity and Depth: Depth of analysis and clarity in presenting findings and recommendations.
• Practical Application: Effectiveness in applying BPMN to real-world business situations.
• Strategic Thinking: Quality and feasibility of strategic recommendations and implementation plans.
• Professionalism: Quality of the final report, presentation delivery, and individual reflections.

Marking Rubrics:

Note: This report is provided as a sample for reference purposes only. For further guidance, detailed solutions, or personalized assignment support, please contact us directly.

Sample Solution: ITC708 – Analysis Report

Title:

Enhancing Operational Efficiency at FinTech Solutions Ltd. through Business Process Modeling and Intelligent Automation

1. Introduction

FinTech Solutions Ltd. (FSL) is a large financial services organization offering banking, loan processing, digital payments, and customer support services. Despite its strong market presence, FSL is currently facing significant operational inefficiencies, including delays in customer service, redundant workflows, and ineffective data management practices.

These issues have resulted in reduced customer satisfaction, increased operational costs, and slower decision-making processes. In a highly competitive financial services environment, such inefficiencies can directly impact customer retention and organizational growth.

The purpose of this report is to analyze FSL’s existing business processes using Business Process Modeling (BPM) techniques, identify inefficiencies, and propose strategic improvements. Additionally, the report explores the application of modern technologies such as Robotic Process Automation (RPA), Artificial Intelligence (AI), and cloud computing to enhance operational efficiency and business performance.

2. Analysis of Current Business Processes

FSL’s core processes include:

• Customer onboarding
• Loan application processing
• Customer service handling
• Transaction processing
• Data management and reporting

2.1 Process Mapping Overview

Using BPM techniques, the customer service process can be mapped as follows:

1. Customer submits query (email/phone)
2. Query logged manually by support staff
3. Query assigned to agent
4. Agent investigates issue
5. Response sent to customer
6. Issue closed manually

2.2 Identified Inefficiencies

1. Manual Data Entry

• Customer queries are logged manually, increasing errors and delays.
• Duplicate entries are common.

2. Lack of Process Integration

• Systems for CRM, transaction data, and support are not integrated.
• Employees switch between multiple platforms.

3. Bottlenecks in Approval Processes

• Loan approvals require multiple manual verifications.
• Delays occur due to hierarchical approvals.

4. Poor Customer Response Time

• No automated ticketing or prioritization system.
• High-value customers are not prioritized.

5. Redundant Processes

• Repetitive verification steps across departments.
• Lack of centralized data access.

6. Inefficient Decision-Making

• Reports are generated manually.
• Real-time insights are unavailable.

3. Process Improvement Recommendations

To address these inefficiencies, the following BPM-based improvements are proposed:

3.1 Process Automation

Introduce automated workflows for:

• Customer query logging (via chatbots or portals)
• Ticket assignment using rule-based systems
• Loan verification using automated checks

Justification:

• Reduces human error
• Speeds up operations
• Improves consistency

3.2 Process Integration

Implement an integrated system connecting:

• CRM
• Transaction databases
• Customer service platforms

Benefits:

• Seamless data flow
• Reduced duplication
• Faster access to information

3.3 Process Redesign (Reengineering)

Redesign loan approval workflow:

Current:
Multiple manual approvals

Proposed:

• Automated credit scoring
• Parallel verification processes
• Reduced approval layers

Impact:

• Faster approvals
• Improved customer satisfaction

3.4 Customer Service Optimization

• Implement a centralized ticketing system
• Introduce priority-based query handling
• Enable self-service portals

Benefits:

• Reduced response time
• Better customer experience

3.5 Data-Driven Decision Making

• Replace manual reporting with dashboards
• Enable real-time analytics

Impact:

• Faster decisions
• Better strategic planning

4. Application of Modern Approaches and Technologies

4.1 Robotic Process Automation (RPA)

RPA can automate repetitive tasks such as:

• Data entry
• Transaction processing
• Report generation

Benefits:

• Cost reduction
• High accuracy
• 24/7 operations

4.2 Artificial Intelligence (AI) and Machine Learning

AI can be used for:

• Fraud detection
• Customer behavior analysis
• Chatbots for customer support

Impact:

• Personalized services
• Improved security
• Faster query resolution

4.3 Cloud Computing

Migrating systems to the cloud enables:

• Scalability
• Remote access
• Data centralization

Benefits:

• Reduced infrastructure cost
• Improved collaboration
• Enhanced data security

4.4 Business Process Management Software (BPMS)

Using BPMS tools helps:

• Model processes visually
• Monitor performance
• Continuously optimize workflows

5. Conclusion

The analysis of FinTech Solutions Ltd. reveals several critical inefficiencies in its business processes, particularly in customer service, data handling, and decision-making workflows. These inefficiencies stem largely from manual operations, lack of system integration, and outdated technologies.

By implementing BPM-based improvements such as automation, process redesign, and system integration, FSL can significantly enhance operational efficiency. Furthermore, adopting modern technologies like RPA, AI, and cloud computing will enable the organization to reduce costs, improve service delivery, and gain a competitive advantage.

Overall, the proposed solutions will transform FSL into a more agile, efficient, and customer-centric organization.

6. References (IEEE Style Sample)

[1] M. Dumas, M. La Rosa, J. Mendling, and H. A. Reijers, Fundamentals of Business Process Management, 2nd ed. Springer, 2018.

[2] Gartner, “Robotic Process Automation Market Guide,” 2023.

[3] IBM, “AI in Financial Services,” 2024.

[4] Oracle, “Cloud Computing Benefits,” 2023.

[5] Deloitte, “Digital Transformation in Banking,” 2024.