Analysis of Business Process – Incident Reporting

This course is designed to give an introduction to the theory and practice of analysis of business processes in order to reduce faults and increase efficiency in business processes for all stakeholders.


All organizations use business processes in the course of daily work. When a process becomes faulty or inefficient, we analyze it to determine where the fault lies and what action may be required.

Analysis of Business Process – Incident Reporting describes a proven, effective method for modeling of a process, analysis of its faults and their root cause(s), and determination of best steps for improvement. Also included are methods for stakeholder identification, problem definition, information elicitation, process modeling, and more.

This course is fully consistent with both traditional (waterfall) and agile project environments. Topics include:

    • Nature of business process
    • Process quality characteristics
    • Factors that affect process quality
    • Business Process Analysis (BPA)
    • BPA lifecycle
    • BPA roles and tools
    • Process goals and metrics
    • Process modeling
    • Problem determination and root cause analysis
    • Determining process improvement steps


This course is of particular value to business analysts, process owners, project managers, and other managers with direct or indirect responsibility for definition, analysis, and resolution of faults in business processes.


Why should I take this course?

    • Experienced Business Analysts will acquire a broader understanding of how to carry out an effective Business Process Analysis.
    • If you are new to Business Process Analysis, the exercises in this course will give insights into essential concepts and techniques.


2 days



  • Business Process Analysis (BPA)
  • Roles and tools in BPA
  • Process quality characteristics
  • Factors that affect process quality
  • When BPA is needed
  • BPA lifecycle

Step 1: Select a Process

  • Problem assessment
  • The problem statement

Step 2: Identify Stakeholders

  • Stakeholder identification

Step 3: Plan the Business Process Analysis

  • Plan first, then Do
  • BPA environment
  • The benefits of planning

Step 4: Elicit Process Information

  • Planning an Elicitation
  • Interviews
  • Workshops
  • Observation
  • Surveys
  • Brainstorming
  • Document analysis

Step 5: Document Goals; Identify Metrics

  • Purpose of Goals and Metrics
  • Tactical goals
  • Metrics data

Step 6: Model the As-Is Process

  • Use of models in process analysis
  • ETVX
  • Flowchart and Swimlane Diagram
  • Use Case Diagram and Scenarios
  • Entity Relationship Diagram

Step 7: Root Cause Analysis

  • Finding root cause
  • Ishikawa Diagram
  • Pareto Analysis

Step 8: Identify Improvement Options

  • Choosing Improvement Options
  • List of Needs
  • Process requirements
  • Business rules
  • Solution approach
  • STP Analysis

Step 9: Stakeholder Validation

  • Validation of recommendations
  • Course Summary and Q&A