Wilmington University Business Process Management NetScan IT Solutions Case Study

NetScan IT Solutions is an IT service and support organization located in a major metropolitan area. The organization consists of eight first-line supervisors, 30 field technicians/installers, 10 part time Tier 1 help desk technicians, 1 CCNE, 1 CCNA, and numerous personnel that provide organizational administrative support. NetScan provides diagnostic, installation, consultation, and numerous other services related to all aspects and domains in information technology. The organization has not been very progressive with its internal service records, service scheduling, and other service and support information as many of these records are paper-based. Procedures and processes are not formally documented by the organization and the staff is having difficulty keeping up with the daily demands of normal operations. Documentation is lost or misplaced on a fairly regular basis, putting the staff into crisis mode as they try to make things right. The Board of Directors recently hired a new CIO and tasked the CIO with changing how the organization operates. The CIO’s first act was to delegate the tasks associated with changing the organization. You were selected for the task of identifying ways to improve process effectiveness and performance.

Resources:

• Weekly readings & textbook
• Book excerpt: Business Process Management Systems, Chang, J. F., 2006
• Web article: Business Process Management: A Comprehensive Survey (Links to an external site.)
• Web article: Business process management overview (Links to an external site.)
• Web article: A Full Overview of Business Process Management (BPM) (Links to an external site.)

Assignment Instructions:

The textbook identifies several business process management principles. Based on the current state of the organization, describe how NetScan could implement these principles to improve its effectiveness and performance. In addition, describe the reasoning behind your principle selection(s). Be sure to support your reasoning with factual material.

• Paper content length – not to exceed five (5) pages
  • Note: The tile page, reference page(s), and abstract (if required) are not content.
• Paper organization: must contain an introductory section, analysis section (description & reasoning), and a summary/conclusion section
• Document type – .doc or .docx only
• Paper formatting – Must follow APA 7th ed. guidelines using a formal writing style.