School of Computing and Information Systems
Business Process Management
ISYS90081

Copyright 2022, The University of Melbourne Page 1 of 4
Semester 1, 2022 – 16th JUNE 3:00PM (Melbourne Time)
Reading Time: 15 minutes
Writing time: 120 minutes
This paper has 4 pages including this cover page

INSTRUCTIONS
• This exam is open-books, you are allowed to consult any material or website during the exam.
• This exam is an individual exam, you may not cooperate with other students.
• This exam is worth 50% of the overall subject mark (i.e., 50 points).
• Hurdle requirement. To pass this subject (ISYS90081) you must score at least 25 points in this exam.
• This exam consists of 6 questions, each worth between 6 and 10 points, for a total of 50 points.
• The points of each question are reported in brackets at the end of each question.
• Each question relates to a scenario.
• While some questions may relate to the same scenario, each question is standalone and is NOT
dependent on information preceding or following it, i.e., each question is treated individually and will
be marked as so.
• Questions following earlier questions within the same scenario may offer additional relevant contextual
information that may be useful in your response.
• Carefully read each question, and keep in mind the guidelines when answering the questions, they are
formatted in ITALIC.
• There is no mandatory answer format. Your answers may be structured as bullet points OR as discursive
paragraphs OR a mix of the two. Answers have no word-limit.
• When answering a question, you may need to make some assumptions. Assumptions may influence
your score. Do not make assumptions that contradict any provided information. Do not make
assumptions that are unlikely to be realistic. Do not make assumptions if they are not required.
• Your answers must be original, any answer that is partially or fully copied from any source (e.g., lecture
slides, tutorial solutions, book, websites, videos, etc.) will attract 0 points.
• Answer all the questions on a single Word file. At the top of the Word file write: your name and student
ID; the exam date; this subject name and its code (ISYS90081).
• Your file should be named as “ISYS90081–Exam–YOUR-STUDENT-ID.pdf”
• Within 5 minutes from the end of the examination time, save your Word file as a PDF file and submit it
on Canvas. You must retain a copy of the original PDF file for 3 weeks after the exam.
• Shall you experience technical issues when submitting your file, immediately send the file (even in
word format) via email to a.augusto@unimelb.edu.au along with proof of your technical issue (e.g.,
screenshot showing date and time).
• You are allowed to upload your exam solution to Canvas for up to 30 minutes from the end of the exam,
this extra time is for countering possible technical issues. You may not continue working on your exam
solution in this 30-minute time window. If you are caught doing so (e.g., by looking at the timestamp of
the last editing of your PDF file) your full exam solution will be invalided, and you will fail this subject.
• Any submission received after the 30 additional minutes provided for the uploading of the solution, will
attract a penalty of -1 point from the final score of this subject for each minute of delay. This is school-
wide policy.

School of Computing and Information Systems
Business Process Management
ISYS90081

Copyright 2022, The University of Melbourne Page 2 of 4
QUESTIONS

SCENARIO 1 – Questions 1 and 2 (20 points, cumulatively)
You have just been promoted as Director within Kameron Chan’s consulting firm. You are just about to
pack up for the Christmas/New Year Break when a junior consultant seeks your assistance because their
buddy was in a meeting. Happy to help, you accept. You realize they are attempting to identify issues
within the process, they show you a short summary of their findings – mostly notes they have taken.

Notes from the interviews with EduCaterer

EduCaterer is a start-up business that supplies school canteens with healthy snacks. Their range is
designed to provide students and staff snacks that will energize, revitalize, and supplement their hunger.

However, there has been issues with their order-to-distribution processes and are seeking to optimize
their delivery network so that their services are cheaper, better, and faster.

The issues:

• Canteens have complained that they do not receive everything they ordered, basically,
incorrect quantities of products are often supplied. Moreover, EduCaterer can discover such
errors only when a request for payment has been made by the school (1-month later, as for
payment terms);
• Employees at EduCaterer have reported that there are not enough workers to prepare the
snacks as demand vary on a week-by-week basis;
• Delivery drivers have resigned following a series of new regulations from the government as
part of a sustainability policy to remove high-polluting vehicles from the roads;
• Canteens have also complained the online ordering system is too complex and counterintuitive.

Based on the scenario above, answer the following questions.
REMINDER: these questions are independent, i.e., your answer to one question will not affect others.

1. The junior consultant is not sure which issues are process related. Hence, for each issue
mentioned above, explain why it is a process issue or not. Then, for each process issue, explain
what BPM method (among those studied in this subject) could help solve it. (10 points)

2. The junior consultant is curious about BPM as their supervisor never explained the value of
BPM to them. Explain how and why BPM can help EduCaterer achieve its strategic objectives
through a series of BPM projects. (10 points)

* END OF SCENARIO 1 QUESTIONS *


School of Computing and Information Systems
Business Process Management
ISYS90081

Copyright 2022, The University of Melbourne Page 3 of 4

SCENARIO 2 – Questions 3 and 4 (17 points, cumulatively)
An on-campus café has hired you to discover, analyse, and improve via automation, their current order-
to-cash process to determine if improvements (such as automated ordering systems) are feasible.
While the café typically does very well, business has been growing slowing. On one of your visits to
observe the café operations at the beginning of the semester (the busiest period of the year), you notice
some rowdy students complaining about the cost of the food and the slow service at the café. You
interview the process owner of the café, who clearly tells you that the café struggles to keep up with
demand during this period. The owner says that they could reduce costs and improve service quality if
they could forecast better the demand, which is very unpredictable and steep during the beginning of
the semesters.

Based on the scenario above, answer the following questions.
REMINDER: these questions are independent, i.e., your answer to one question will not affect others.

3. Assume that you have just completed the process discovery phase after interviewing some of
the café staff, describe what you would do to analyse the performance of the order-to-cash
process. (9 points)

4. After analysing and designing the system requirements for the new automated ordering
system, you have just implemented the beta test version into the café’s order-to-cash process
to see how it goes. Unfortunately, it is a disaster. While the café was able to forecast demands
better, the system did not give the kitchen sufficient time to prepare the orders, leading to
bottlenecks in the process flow and many angry, starving students. Fortunately, it was only a
test run, and the owner still sees value in it. Describe what you would do to monitor the process
so you can identify what went wrong in the implementation. (8 points)

* END OF SCENARIO 2 QUESTIONS *




School of Computing and Information Systems
Business Process Management
ISYS90081

Copyright 2022, The University of Melbourne Page 4 of 4
SCENARIO 3 – Questions 5 and 6 (13 points, cumulatively)
A small online sport shop is undertaking a BPM project to analyse, redesign, and implement its order
fulfilment process, as they are concerned about its current low CTE. From the process documentation,
you can see that customers place orders online through the shop’s ordering system. Then, the orders
are fulfilled by the shop’s staff who, according to preliminary interviews, often experiences bottlenecks
for receiving too many orders. As a result, this has led to long cycle times. The shop owner engaged you
to find a solution for improving the current process performance, and they strongly believe that
automation and technology is the way to go.

Based on the scenario above, answer the following questions.
REMINDER: these questions are independent, i.e., your answer to one question will not affect others.

1. Describe what you would do to identify and redesign changes that would not cause too much
disruption to the current process (during the implementation), yet would provide reasonable
improvement. (7 points)

2. As you are continuing to work on some redesign changes, the manager of the shop (not the
owner) asks to have a quiet word with you. They are worried that some employees within the
business will resign in protest as they fear ‘too much technology will stress us out’. What would
you need to do during the implementation phase to ensure the project is successful and minimize
the risk of changes’ rejection? (6 points)

End of Exam Paper