IndustryPrint:
Business Process Analysis for Everyone!
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 1
Introduction: Your presenters today
James Kocins
Deloitte Consulting LLP
Director, Services Quality (Methods & Tools)
San Francisco, California
[email protected]
Chris Ottesen
Deloitte Consulting LLP
Specialist Leader, Services Quality (Methods & Tools)
IndustryPrint 5/ARIS Lead Architect
Minneapolis, Minnesota
[email protected]
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 2
Contents
Deloitte overview
4
The IndustryPrint story
6
IndustryPrint is now on ARIS
11
BPA for everyone approach with IndustryPrint
15
Live demo: Simplified BPA in ARIS
20
Web-based hosting environment
21
Lessons learned
23
Appendix: Highlights from live ARIS demonstration
24
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 3
Deloitte overview
At a glance
Deloitte is a professional services organization that
offers Strategy & Operations, Human Capital, and
Technology Integration related consulting services,
and has access to extensive Audit & Enterprise Risk,
Financial Advisory, and Tax capabilities.
We are one of the top-ranked consulting firms with
access to more 170,000 practitioners around the
world, and the only firm with access to a full range
of audit, tax, consulting, and financial advisory
services.
Americas
(North America, Latin
America, and
Caribbean)
73,000+ people
29 locations
EMEA
(Europe, Middle
East, and Africa)
63,000+ people
99 locations
The broadest capabilities
$5.4, 20%
$2.0, 8%
$11.7, 44%
Worldwide
170,000+ people
151 locations
$7.5, 28%
Audit
Consulting
Financial Advisory
FY10 Aggregate firm revenue by member firm
by functional areas (in billions $USD)
Tax
Asia Pacific
34,000+ people
23 locations
* As used in this document, “Deloitte” means Deloitte Consulting LLP. Please see
www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte
LLP and its subsidiaries.
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 4
Deloitte overview (contd.)
Top 10 Consulting service providers
Worldwide based on revenue for 2008 - 2009
Rank
Vendor
2008
2009
Growth (%) 20082009
Market Share (%)
2009
1
Deloitte
4,385
4,354
-0.7
6.2
2
IBM
4,353
3,958
-9.1
5.6
3
PricewaterhouseCoopers
3,316
3,225
-2.8
4.6
4
Accenture
3,074
2,590
-15.7
3.7
5
Ernst & Young
2,348
2,327
-0.9
3.3
6
CSC
1,926
1,769
-8.2
2.5
7
KPMG International
1,735
1,689
-2.7
2.4
8
Fujitsu
1,561
1,473
-5.7
2.1
9
HP
1,536
1,313
-14.5
1.9
10
Capgemini
1,566
1,291
-17.6
1.8
Other Service Vendors
51,303
46,147
-10.0
65.9
Total Market
77,103
70,136
-9.0
100.0
Source: Gartner (April 2010)
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 5
The IndustryPrint story
27 June 2011 | IndustryPrint: Deloitte’s Enterprise
27 June
Business
2011 |Process
IndustryPrint:
AnalysisBusiness
SolutionProcess
Sets Stage
Analysis
for Full
(BPA)
BPM
forAutomation
Everyone! | 6
Deloitte’s process modeling approach and repository
Deloitte was the first large consulting
organization to have a structured approach
to process modeling: IndustryPrint
IndustryPrint captures knowledge of
leading-practice business processes for 30+
industry segments
Time-tested modeling approach and
standards used on Deloitte client
engagements since 1996
Provides a detailed starting point for
business process design and transformation
and is the baseline for ClientPrints
Core to Deloitte’s Enterprise Value
Delivery (EVD) for ERP implementation
method, providing a process-driven
implementation approach
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 7
Deloitte’s business process analysis needs
Challenges
Rapid deployment of a standardized business process analysis platform across many
global member firms and diverse projects
Deploy and manage our IndustryPrint process model content, covering 30+ industries
and market segments, mapped to ERP solutions
Single-user proprietary modeling tool: IndustryPrint Process Modeler (IP4)
End-user modeler training time must be less than a day and project ramp-up in less
than a week
Process modeling and analysis is only part of what consultants and client team
members do on a project
Business Process Analysis (BPA) details feed into many downstream deliverables and
tools such as test cases and training materials
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 8
Deloitte’s business process analysis needs (contd.)
Clients’ challenges
Do not want proprietary modeling tools
Need to rapidly transform the business and/or deploy technology-enabled
process transformation
No enterprise business process analysis strategy or tool suite in place
No Business Process Management team in place to define the BPA standards,
methods, and conventions
Client team members also have to learn ERP systems, testing and project
management tools, etc.
Must keep process modeling simple
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 9
Deloitte’s business process analysis needs (contd.)
Next generation of IndustryPrint tools selection focused on simplicity
and ease of use
Leading multi-user modeling platform
Simplified models that look and feel like classic IndustryPrints and allow for
robust integrated designs
Filter out superfluous objects, models types and functions
Preserve our existing IndustryPrint knowledge base
We decided to replace our single user
IndustryPrint Process Modeler in 2009
IndustryPrint Process Modeler
(legacy modeling application)
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 10
IndustryPrint is now on ARIS
27 June 2011 | IndustryPrint: Deloitte’s Enterprise
27 June
Business
2011 |Process
IndustryPrint:
AnalysisBusiness
SolutionProcess
Sets Stage
Analysis
for Full
(BPA)
BPM
forAutomation
Everyone! | 11
Deloitte built the next generation of IndustryPrint on
the ARIS Design Platform
IndustryPrint
Deloitte’s experience powered by ARIS
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 12
Why did Deloitte standardize using ARIS for the next
generation of IndustryPrint?
ARIS provides a robust Business Process Analysis platform that helps Deloitte deliver high
value, consistency, and quality on our client engagements
Value
ARIS provides process modeling tools and aligns with the strategic direction of the major
ERP vendors
‘Supports clients’ request to use non-proprietary tools that can be supported post-project
Facilitates ongoing process improvements that can reduce costs and increase the ROI for
clients
Provides an excellent delivery platform for preconfigured solutions
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 13
Why did Deloitte standardize using ARIS as the next
generation for IndustryPrint? (contd.)
Quality of solutions
Robust method embedded in the tool (ARIS House of Business Engineering)
Process model content is stored in a central database, which allows data to be analyzed and
interfaced to other tools such as testing, training development, and system documentation
Allows mapping to major ERP applications, modules, transactions, and product screens to
show system enablement of a process
Design requirements traceability directly in ARIS and linked to testing management tools
Consistency
Provides a multi-user, collaborative environment to design processes and manage
requirements
Uses a repeatable approach to process modeling that facilitates consistency across projects
Facilitates standardization on non-industry-specific processes and tasks across models,
allowing project teams to focus on unique industry processes and tasks
Helps enable a “BPA for everyone” solution approach
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 14
“BPA for Everyone” approach with
IndustryPrint
27 June 2011 | IndustryPrint: Deloitte’s Enterprise
27 June
Business
2011 |Process
IndustryPrint:
AnalysisBusiness
SolutionProcess
Sets Stage
Analysis
for Full
(BPA)
BPM
forAutomation
Everyone! | 15
BPA for everyone approach with IndustryPrint
Senior BPA practitioners from Software AG worked with Deloitte to develop a streamlined BPA approach that
automated many common ARIS modeling tasks and enable direct project deliverable creation.
Deloitte’s BPA vision
A simple, repeatable, and robust approach for automating design deliverables in our ERP delivery methods.
Based on key design deliverables
from our Enterprise Value
Delivery (EVD) for SAP™ and EVD
for Oracle ERP delivery methods
Standardized modeling hierarchy
levels across design disciplines
Simplified EPC to work with
IndustryPrint modeling standards
Prebuilt library models
Modeling automation
Methods and conventions
Custom macros to automate
common modeling tasks using
IndustryPrint standards
Automatic identification code
generation
IndustryPrint conversion utility
Model and object mapping utilities
Administrative clean-up automation
to simplify definition and occurrence
and definition copy administration
Standard report library
Standard library structure and
user groups
Prebuilt application libraries for
SAP, Oracle EBS, PeopleSoft, and
JD Edwards packages
Complete requirements capture,
rationalization, and design
traceability solution
Business roles
KPI structures
Value delivery
Value proposition
Jumpstart projects with a ready-made BPA solution based on leading practices.
Deloitte is offering the ARIS configuration, custom reports, and enhancement to clients as part of consulting engagements.
Clients can continue with ARIS support after the project.
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 16
Challenge: Simplifying EPC for everyday business users
We simplified the traditional Event-driven Process Chain (EPC) for use with Deloitte’s time-tested
IndustryPrint modeling approach. Enterprise resources supporting business functions were moved to standard
ARIS Function Allocation Diagrams (FADs) based on a normalized enterprise modeling framework.
Traditional EPC
Simplified EPC
Supporting resources on same diagram
Supporting resources on FAD
EPC
Simplification
Functional Allocation Diagram (FAD)
Harder for business user to learn
Used by specialists to connect supporting
resources and other technical modeling
information
Easier for business user to learn
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 17
Our BPA design started with our ERP package integration
practices…
Major ERP business system design components
Business
Roles
Design integration
Effective business
systems design requires
more than drawing flow
charts, configuring
software, and defining
roles
These individual designs
must all be aligned at
consistent connection
points
ARIS helps to make the
process of aligning and
integrating your business
systems design easier
Many SAP and Oracle
design deliverables can
be generated
automatically from ARIS
by following a few
simple steps
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 18
…and resulted in a robust enterprise BPA solution
It’s all about standardizing
the relationships between
each level of the functional
process hierarchy and other
major design components.
This was the starting point
for our Enterprise Modeling
Framework.
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 19
Live demo:
What does Business Process Analysis in
IndustryPrint look like?
IndustryPrint
Deloitte’s experience powered by ARIS
Highlights from this ERP design focused demo are contained in
the Appendix.
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 20
Deloitte’s web-enabled hosting platform for IndustryPrint
User access via ARIS Business Designer
or Architect web clients
Administrators can use the ARIS Business
Architect java (fat) client.
All users authenticate using LDAP
Dedicated Xtradyne filters inspect for
malicious traffic
Clustered servers support Client and
Deloitte IndustryPrint users around the
globe
Leading data center management,
security and recovery procedures are in
place
All servers are located in the United
Kingdom (UK)
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 21
Our clients can use IndustryPrint on the ARIS Platform during
our engagements at no extra charge
During our engagement
Secure web-based IndustryPrint hosting for quick project start
Coach facilitated end-user training program
Option to transfer to the client’s ARIS instance
Post engagement
Copy of engagement ARIS database
Published content (HTML)
IndustryPrint configuration*
IndustryPrint
Deloitte’s experience powered by ARIS
Methods & conventions
Custom modeling automation utilities
Standard IndustryPrint reports
IndustryPrint Report Builder (4Q-2011)
Documentation
* Provided on an as-is basis
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 22
Lessons learned over the last two years with ARIS
True Enterprise Process Modeling means that everyone in the enterprise has access
to the models and contributes to their development and maintenance
Process Modeling is not everything a person does; it is something they do as part of their job
Cannot expect people to maintain models accurately if it is hard to do
Need to simplify and automate
Models must be presentable at a high level for ease of understanding by process
owners, but then allow for detailed attributes and other technical information to be
captured by specialists
ARIS is not an Information Technology tool; it is an Enterprise Business Process
Analysis tool
Frontline business people need to develop and maintain the models
Make it as easy as possible for them to learn and get started
Pilot modeling approach and infrastructure before large scale deployment
Invest in training your end-users and administrators
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 23
Appendix
Highlights from live ARIS demonstration
27 June 2011 | IndustryPrint: Deloitte’s Enterprise
27 June
Business
2011 |Process
IndustryPrint:
AnalysisBusiness
SolutionProcess
Sets Stage
Analysis
for Full
(BPA)
BPM
forAutomation
Everyone! | 24
Overall BPA modeling approach: IndustryPrint Enterprise
Modeling Architecture is enabled in ARIS
The IndustryPrint Modeling
Framework is enabled by ARIS
methods and conventions
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 25
Functional business process modeling hierarchy
Functional decomposition of business process models follow the standard four-level IndustryPrint structure
For simplicity and consistency, all other model types are structured to complement this fundamental BPA
organization principle
Level 0
Process type map
Level 1
Process group map
Level 3
Subprocess diagram
Level 2
Process diagram
Function Allocation Diagram
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 26
ARIS: Level 0 process type map
The top level of IndustryPrint models have a
cleaner look and feel
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 27
ARIS: Level 1 process group map (ClientPrint level)
Custom macros automatically generate
folders and apply model headers for
lower-level models based on the parent
object. This saves a substantial amount
of modeling effort
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 28
ARIS: Level 2 process diagram
The detailed-level 3 subprocess
model is assigned to a higherlevel 3 subprocess
Only allowable IndustryPrint
modeling objects, rules, and
connectors for this level are
displayed in the symbol
palette
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 29
ARIS: Level 3 subprocess diagram
Unique object identification codes are
automatically generated and linked
with the object name to ease search
and reporting capabilities
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 30
ARIS Functional Allocation Diagrams simplify traditional
EPC models
ARIS Functional Allocation Diagrams (FADs) are used to link other components in a
business systems design to a process object
This simplifies process flow charts for the business owners by moving non-process design
object out of the way
FAD modeling template uses a familiar “white board” approach and supports an iterative
design approach
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 31
What does a Requirements Decomposition Model look like in
ARIS? (Package Application Fit/Gap/Manual Analysis)
Represent value targets from
business case
Functional Requirement Gaps (level 3)
are further decomposed into System (level
4) and Technical Requirements (level 5) for
use in specification documents
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 32
How are requirements structured in Deloitte’s ARIS
configuration?
Translate business case
requirements for the
new system into
actionable process
requirements
Used to define
Integration Test
Case objectives
Fit requirements can be
configured in the base
application package
without modifications
(RICE_FW)
Functional Specifications
for RICE-FW items (Gaps)
describe System
Requirements to
augment base
functionality
Technical Specifications
define in detail the
development approach
for each System
Requirement
Traceability of detailed
requirements back to the
business case is enabled by oneto-many relationships; this helps
rationalize all requirements with
the business case and value
proposition of the project
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 33
Modeling automation: Adding a function object
Add symbol
Steps
Click on the “process” symbol
located in the symbol palette
In the modeling canvas, click in
the area below the bottom
(existing) process symbol to
place the new symbol in that
location
1
Note: This is a “click
and click” operation
as opposed to a “drag
and drop” type of
operation
ARIS responds by popping up a
dialogue box
Note: The pop-up dialogue box
will only appear for function
objects. For all other objects,
you will just edit the object
attributes directly (discussed in
a later section)
2
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 34
Modeling automation: Adding a function object (Contd.)
Add symbol
Steps
Enter the “Name” of your
process in the “Name” field
Enter the “Description” in the
“Description” field
Notice that the IP code is
defaulted to the next available
IP code
Click “OK.” The dialogue box
will close. A script will run. Be
patient; this process will take a
few moments
1
2
3
4
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 35
Modeling automation: Adding a function object (Contd.)
Notice that the script that ran created more than just the object you were trying to create. These items
were created for you automatically, so you would not need to create them manually. See below for all of
the items that were created
Created items
Occurrence* copy of the object on
the model
Definition* copy of object in the
database
Created a group for the object’s
substructure
Created the next level (L2) model
Created an assignment from the
current level model L1 to L2 model
Created a connection from the
process object to the process group
object
* These items will be explained in
more detail later in the course
3
4
2
6
1
5
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 36
Library models:
Help jump-start your project with
ready-made model libraries
27 June 2011 | IndustryPrint: Deloitte’s Enterprise
27 June
Business
2011 |Process
IndustryPrint:
AnalysisBusiness
SolutionProcess
Sets Stage
Analysis
for Full
(BPA)
BPM
forAutomation
Everyone! | 37
Library models overview
Library models are reference models that are created to house project-wide requirements,
transaction codes, business roles, and RICEFW objects
Library models contain the building block objects needed to create FADs. Thus, library models must
be constructed before FADs can be created
Libraries
Usage
Business roles
library
Used to model
business roles.
Application
library
Contains
transaction codes.
Requirements
library
Stores functional
requirements.
RICEFW
library
Stores the RICEFW
objects.
Example models
FAD object stored in the library
Asset Master Data
Processer
FB03 - Display
Document
FR-000000
Requirement Functional
Fit
TBD
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 38
Explorer module
Deloitte’s standard database structure
Standard Deloitte ARIS databases are organized similar to the example below
The “Functional Processes” group is where the majority of project team members work
Deloitte’s standard database structure
Database
Methods & conventions
Process models
ClientPrint entry model
Library models
Process chain models
Solution Manager
synch models
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 39
Where are library objects stored?
Screens (Transaction Codes)
FB03 - Display
Document
Custom Development Objects
Business roles
Asset Master Data
Processor
Requirements
FR-000000
Requirement Functional
Fit
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 40
Library models
Sample business roles library
The business roles library contains all relevant business roles objects
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 41
Library models
Report-Interface-Conversion-Enhancement (RICE) libraries
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 42
Library models
Prebuilt application libraries
Contains all relevant application structures including modules, transactions, pages, and
forms for all major ERP vendors (Oracle EBS shown)
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 43
How could full BPM automation be added to an
IndustryPrint design on the ARIS Platform?
27 June 2011 | IndustryPrint: Deloitte’s Enterprise
27 June
Business
2011 |Process
IndustryPrint:
AnalysisBusiness
SolutionProcess
Sets Stage
Analysis
for Full
(BPA)
BPM
forAutomation
Everyone! | 44
IndustryPrint-based functional designs can be transformed
into technical process designs for automation using ARIS
IndustryPrint
Functional Process
Designs
Automatically created
technical process
PATTERNS
(timer, conditions, event
handling, …)
Process
Project manager
EPC
SOxChamp
Local processowner
Global processowner
Automaticactivities
Review(PM)
Lock
Rejected
Approved
Publish
PerformSOx
check
Review(SOx)
BPMN
Rejected
Approved
Review(LPO)
SaveSOxreview
Review(GPO)
Approved
Rejected
Rejected
Approved
Unlock
Unlock
Createchange
request
Rejected
Archive
Export toAAM
Appo
r ved
Software AG www.softwareag.com
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 45
Automating an IndustryPrint business process design with ARIS
Build time
Run
Run time
time
Build
Build time
time
IndustryPrint Enterprise Modeling
Architecture
1
2
BPMN
3
Free design
Link / Reuse
1
Deployment
References as library
Automatic transformation into
technical process, including
iterations
2
Ongoing monitoring
3
Round trip
Predefined building blocks
Predefined building blocks
Round trip
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 46
How could an IndustryPrint model get automated
in ARIS?
IndustryPrint
Deloitte’s experience powered by ARIS
Highlights from this ERP design focused demo are contained in
the Appendix.
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 47
Collaborative process design to align on
requirements and process changes
Business
Line Manager
Sandy Paul,
Head of
Procurement
Process Owner
Tom Smith,
Process Owner
Procurement
During process analysis and requirements
engineering all involved stakeholders can
work together based on a collaborative realtime interaction. Results of the discussion
can be recorded and archived in ARIS
Business Analyst
Peter May,
Business Analyst
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 48
Sharing business processes with the Information
Technology team: Round trip collaboration between ARIS
and webMethods
Process Engineer
Business View
Marc Allen,
Process Engineer
Technical View
Process
Developer
Kevin Parker,
Process Developer
The logical BPMN
process is developed
by the Process
Engineer as solution
and blueprint and
shared with IT for
process
implementation
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 49
Conflict resolution and collaborative business
process updates
Process Engineer
Marc Allen,
Process Engineer
Business
Line Manager
Sandy Paul,
Head of
Procurement
Changes that are business relevant can be analyzed
and compared with the origin IndustryPrint
requirement model. The delta is highlighted in ARIS
and a collaborative conflict resolution or update of
the business process model can be achieved with all
involved roles
Business Analyst
Peter May,
Business Analyst
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 50
As used in this communication, ‘Deloitte’ means Deloitte Touche Tohmatsu Limited and its member firms.
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by
guarantee, and its network of member firms, each of which is a legally separate and independent entity.
Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche
Tohmatsu Limited and its member firms.
Deloitte provides audit, tax, consulting, and financial advisory services to public and private clients spanning
multiple industries. With a globally connected network of member firms in more than 150 countries, Deloitte
brings world-class capabilities and deep local expertise to help clients succeed wherever they operate.
Deloitte's approximately 170,000 professionals are committed to becoming the standard of excellence.
This publication contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member
firms, or their related entities (collectively, the “Deloitte Network”) is, by means of this publication, rendering
professional advice or services. Before making any decision or taking any action that may affect your finances
or your business, you should consult a qualified professional adviser. No entity in the Deloitte Network shall be
responsible for any loss whatsoever sustained by any person who relies on this publication.
© 2011 Deloitte Global Services Limited
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 51
Thank you!
27 June 2011 | IndustryPrint: Business Process Analysis (BPA) for Everyone! | 52