Exercise 3a - Model As-Is Process (Due before Day 3)

Goal: Model an As-Is Process (Using Business Process Modeling)

Background: As we begin to dive into the Inception phase of the SDLC, we will talk about the practice of figuring out the root cause of the symptoms being experienced so you ensure you are creating the right solution. It is common practice as part of your root cause analysis to first do a current-state assessment of the existing system or processes so you can better understand what is already in place.  You can do this in many ways but one common way is to model the system and depict it graphically.  You are likely familiar with some types of modeling like ERD which models a database design and Web Flow which models a website’s navigation.  In some cases, when we need more clarity about the way something is done (i.e. the process), we model that through business process flows.

Instructions: You should have read the reading on Business Process Modeling already under Day 3 on Canvas. If not, please stop and do that first.  The figure below shows an example of a very simple example of a process flow illustrating the sequential activity of a driver entering a parking garage (car park). On the right, you’ll this same process but with swim lanes.

Your team decides to shadow and interview two volunteers (one with 2 years of experience and one that started two weeks ago.  Below are excerpts of these interviews.  Your task is to model the scenario for donation capture based on these notes:

Experienced volunteer: “When a donor calls our main office number and says they want to make a donation, we’re trained to immediately thank the donor for their donation and go open our Donation Tracker which is just a simple Google Sheet we use to capture all donors and donations.  Note, volunteers only get access to the Google Sheet after they’ve completed their security training.  You enter the donor’s name, address, contact info, and ask if the donation is a “one-time or recurring donation”.   Assuming it's a one-time donation, you then capture the donation amount, the form of payment (e.g. a check which they have to mail in or their credit card number which is given over the phone), and any details like if the donation is in memory/honor of someone.  After you have all the info, you can thank them again and then end the call.  Note, if they want to do a recurring monthly or annual pledge, you have to get a paid staff member to set that up and manage the rest of the call because they’re the only ones that have access to the payment system.  When that happens (i.e. it's a recurring donation) I just put the donor on hold and find a staff member to forward the call to a staff member.  Once they set up the payment recurrence, they finish entering the rest of the info into the Google Sheet and wrap up the call.”  

New volunteer (still in training):  I’ve only been here for two weeks and still have some more training to complete but here’s how I understand donations are to be recorded.  When you’re on the phone with a donor, you’re supposed to enthusiastically thank them first and foremost.  They made a point of that in my day 1 training.  Then I grab a donation form at the desk, which is a basic one-page Word template, and fill out their name, address, phone, and email.  If you learn that this donation is a recurring donation, you have to immediately take the form to a full-time staff member so they can complete the setup of the donation and then they take care of logging it in the official “system” and finish the call.  If it’s just a one-time donation though, you get their donation amount, payment info, and fill in the additional comments like dedications and what not.  After that, you thank the donor, end the call, and immediately take the form to physical inbox for the Development Team.  At the end of the day, a development staff member logs all the completed forms in their system.  I think once I complete my training, I’ll get access to enter donations directly in the system and I won’t have to do the Word form version anymore, which is more of a pain I think.

1. Draw a single process flow to illustrate what happens when a donor calls to provide their donation to a volunteer. Your diagram should include all the different paths in the notes based on all the detail provided
2. Also, include swimlanes to show who or what is responsible for the various activities and consider volunteers as a single actor (i.e. don’t split it out by experienced and new)
3. You can create your diagram using MS Visio, Lucid Charts (web-based product), or hand draw it clearly and legibly.
4. Submit the final product to Canvas in a PDF or JPG format.