Assessment task 2

BSBIMN601 Manage knowledge and information

Assessment Task 02
Analysis information and knowledge

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Introduction
Coffeeville is a small cafe in Melbourne, Victoria, run and managed by Rufus and Emma
Belcastran. The business was opened in 2009 with a focus on providing high quality, socially
responsible products based on fair trade and locally sourced ingredients. Well-trained,
knowledgeable staff who provide fast and friendly service serve customers. They have opened
four coffee shops in and around CBD and now facing some business issues. Ensuring the
objectives for analysis planning to undertake.
Business problems and issues are identified. New ideas and suggestions are presented for
problems. Issues reached towards conclusions. Skills and knowledge required to obtain
information to identify and analyze business issues are demonstrated.

Objectives for analysis

 Increase revenue
 Decrease expenses
 Increase profits
 Improve customer satisfaction
 Increase brand awareness

Smart Objectives for the process analysis:

SMART Objectives: Specific, Measurable, Achievable, Realistic, and Timed.

 Specific - Be precise about what you are going to achieve.—Each objective should address
only one achievement
 Measurable - Quantify your objectives.
 Achievable - Are you attempting too much?
 Realistic - Do you have the resources to make the objective happen (personnel, money,
materials, time)?
 Timed - State when you will achieve the objective

Process analysis is the action of conducting a review and gaining an understanding of business
processes. It involves reviewing the components of a process, including inputs, outputs,
procedures, controls, actors, applications, data, technologies and their interactions to produce
results.

Following are some techniques process analysis:

1. Identify the process

The first step is to identify which processes need improvement. These are the ones you
need to study and understand. It’s important to always think about the goals of your
business, and what processes contribute to that goal. Prioritize them.

 What is our mission?

 Who is our client?
 What does the customer value?
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 What are our Key Results?

 What’s our plan?

2. Establish the team

Establish a team to help you with the business process analysis. The best people are those
who already work with the process on a daily basis. They know the steps, the
information, the goals and, most importantly, the flaws and bottlenecks of the process.

Some effective ways of interacting with the team are:

 Interviews
 Brainstorming
 Meetings

3. Create a flow
This process analysis technique is very useful, and can give you a real insight into how
the process happens. With standard symbols and tools, you can represent the process in a
clear and practical way.
By doing this, it becomes much easier to see what’s right and what’s not working, and
what are the bottlenecks and improvement points.

4. Specify improvement points

Usually the points of improvement focus on the following aspects:

 Interaction with customers: these moments must always be perfect, especially

with external clients
 Activities that add high perceived value: these must always occur in the best
way, in order to deliver the highest possible perceived value to the final customer
 Handoffs: every time there’s an exchange of information or tasks between person
and/or system there’s a risk of errors occurring. The more handoffs there are, the
more risk there is.
 Business Rules: these are standard procedures that facilitate the flow of the
process and prevent the loss of time in decision making, because they are clear
and objective rules to define how the process should run.
 Bottlenecks: find out why the process stops flowing at certain points and set
ways of how to avoid it.