Defining the basic business process model

- [Instructor] To start our first process models, think of how you were first taught to write a story or a paragraph. Here, I have just a blank Word processing document. And first, this happens. Then, that happens. Next, this happens. And finally, that happens. Just steps. And honestly, just starting with a written list like this is awesome. Why? It works. 'Cause next, we want to get visual. And so, I'll open up a blank page in my modeling software. I'm using Lucidchart, but anything that can do visual representations works. And I'll start with a basic sticky note. Sticky notes are by far one of the best tools, whether in-person or digital. The trick is to write one step per note, such as first, the customer calls into the call center. So I'll write, customer calls call center. And then, the call center greets the customer. So I'll write, call center greets customer on a new sticky note. Next, the call center asks for the customer's name. And the customer then provides their name. So then, the call center asks what the nature of the call is. So the customer provides explanation for calling. Call center thanks the customer for calling and routes the call to the right person to assist the customer. That's it, just lay them out. This creates that really clear picture of what does and does not happen in the work, and that's what we want. Going back to our caller scenario, the customer says they are unable to login to the website. So we heard customer, so we label the swim lane. And now, my first swim lane is labeled Customer. Then we add the process step for the action this user is doing, the unable to log into the website. So I'll add a process box, unable to log into website. Next was the call center thanking the customer for the information and transferring to the website support team. So we heard call center now. So first, let's label the next swim lane. The next swim lane is labeled Call Center so we know that role is happening. We actually heard two process steps in that last comment. First, they thank the customer for the information. So I'll add that piece, thank customer for information. And then they said, transfers to the website support team. Now here, we have another role. So let's label that next swim lane as Website Support Team. Again, do this whenever you hear any role, just to keep you organized. So we ask then, what happens next, and the website support team answers the call and asks how they can help the customer. Again, I hear two actions, two activities happening there. I hear first, they answer the call. Then, they ask how they can help the customer. This is great to breakout as you go, being clear to enter the steps in the swim lane of who's doing the activity helps keep you really focused, as now, the customer explains the problem. So we go back up to Customer and we explain problem. Then, when the website support team resolves a problem, we scroll back down to the website support team swim lane and we add the process step, resolves problem. Notice I just put the steps. Always do this first. It keeps things simple. I'll now review what we've captured with my stakeholders, as when I do, this is when I'll add in some arrows to better show the flow of work, like this. Going back to the first step, we start with, the customer is unable to log into the website. Then, the call center thanks the customer for the information, so I'll connect these two. Who then, transfers the customer to the website support team, so connect that next. And then, the website support team answers the call, so draw down to that. And they ask how they can help, so that's next. Where the customer then explains their problem, so back to the customer. With their website support team then hopefully resolving the problem. And so, back down to the website support team. Now you can see, we have a complete process flow of how the work is done and by whom. I know, probably not that simple in your work, but the process is exactly the same. Add your swim lanes, add your process steps, then connect your process steps as you confirm the workflow. And then, you'll leave with a clear picture for everyone of how things work.