Tuan 4 • Buoi 1 — Mo hinh hoa quy trinh: BPMN, Flowchart, AS-IS→TO-BE

Tai sao can mo hinh hoa quy trinh?

Truoc khi viet bat ky requirement nao, BA can hieu ro luong cong viec hien tai dang chay nhu the nao. Mo hinh hoa quy trinh (process modeling) giup:

• Nhin thay toan canh: khong bo sot buoc nao, khong ai nghi la ai da lam
• Phat hien diem dau: bottleneck, lap lai, thu cong thua
• Lam nen tang phan tich: so sanh AS-IS voi TO-BE de xac dinh thay doi
• Giao tiep ro rang: anh ky su, QA, business deu doc duoc mot ban ve duy nhat

> Vi du thuc te: Cong ty thuong mai dien tu Tiki co quy trinh xu ly don hang phuc tap qua 4 phong ban. Khong ai biet chinh xac ai duyet hoan tien khi co tranh chap. BA mo hinh hoa ra moi tim duoc lo hong: buoc xac nhan kho hang lap lai 2 lan, mat them 2 tieng moi don.

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Ky hieu BPMN co ban

BPMN (Business Process Model and Notation) la chuan quoc te de ve quy trinh nghiep vu. Ba thanh phan chinh:

1. Event (Su kien)

2. Task (Nhiem vu)

Hinh chu nhat goc vuong — moi Task la mot hanh dong cu the: "Kiem tra don hang", "Gui email xac nhan".

3. Gateway (Cong phan nhanh)

4. Pool & Lane

• Pool: toan bo quy trinh cua mot to chuc / he thong
• Lane: moi lane la mot vai tro cu the (Khach hang, Nhan vien kho, He thong ERP)

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Flowchart vs BPMN

Khi nao dung Flowchart? Khi can giai thich nhanh cho stakeholder khong ky thuat. Khi nao dung BPMN? Khi can tai lieu chinh thuc, lam nen tang cho phan mem BPM.

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Mo hinh hoa quy trinh dat hang tai Shopee (vi du)

Duoi day la luong xu ly don hang phia khach hang — duoc bieu dien bang Flowchart:

flowchart TD
    A([Khach hang dat hang]) --> B[He thong kiem tra ton kho]
    B --> C{Con hang?}
    C -- Co --> D[Tinh tong gia va phi ship]
    C -- Het hang --> E[Gui thong bao het hang]
    E --> F([Ket thuc - huy don])
    D --> G[Khach hang chon phuong thuc thanh toan]
    G --> H{Thanh toan thanh cong?}
    H -- Co --> I[Xac nhan don hang]
    H -- That bai --> J[Yeu cau thanh toan lai]
    J --> G
    I --> K[Nhan vien kho dong goi]
    K --> L[Chuyen cho don vi van chuyen]
    L --> M([Khach hang nhan hang])

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AS-IS vs TO-BE: Phan biet va ung dung

AS-IS — Quy trinh hien tai

• Mo ta dung thuc te dang xay ra, ke ca cac buoc thu cong, chu ky, lap lai
• Muc tieu: phat hien van de, khong phe binh hay chinh sua
• Thu thap qua: phong van, quan sat truc tiep, xem log he thong

TO-BE — Quy trinh mong muon

• Mo ta quy trinh sau khi cai tien / cai dat he thong moi
• Loai bo bottleneck, tu dong hoa buoc lap, ro rang trach nhiem
• Dung lam nen tang viet User Story va Acceptance Criteria

Quy tac so sanh AS-IS → TO-BE

• Mo hinh AS-IS truoc, hieu ro truoc khi de xuat thay doi
• Chi thay doi mot viec mot lan, tranh cung mot luc refactor nhieu thu
• Ghi lai ly do cua tung thay doi trong tai lieu

> Vi du chuyen doi: Cong ty logistics thu cong nhan email dat xe tai, copy sang Excel, gui xac nhan. TO-BE: form tren web gui thang vao he thong, tu dong xac nhan, giam 80% thoi gian xu ly.

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Tu luyen

• Ve flowchart quy trinh phong van ung vien tai cong ty ban (hoac cong ty ban biet). Dung it nhat 1 gateway phan nhanh.
• Xac dinh 2 diem dau trong quy trinh AS-IS cua minh.
• Phac thao quy trinh TO-BE: bo hoac thay the nhung buoc khong can thiet.
• Ghi chu: dieu gi can doi de chuyen tu AS-IS sang TO-BE (con nguoi? he thong? chinh sach?).