Business process integration (BPI) strives to improve processes and align the ne

Question

Business process integration (BPI) strives to improve processes and align the needs of customers with company objectives. BPI helps organizations with the following issues:

1)Process Gaps   2)Needless Duplication 3) Disparate Processes

Please describe in “details” how the use of BPI can help with eliminating (needless duplication) in the following case:

Students living in CMC residential college face problems especially in the services area such as power failures, rooms and bathrooms maintenance, and internet connection failures. Moreover, the process of making complaints in the residential management office is carried out manually, where the employee have to write down each student complaint, and keep the complaint records in a file cabinet. However this manual system turned out to be inefficient in handling the rising number of complaints and there were a number of times when there were complaint records lost. Moreover, the students reported that the feedback on their complaints was slow and sometimes there complaints are being ignored. Thus, it was clear that there was a lack of a proper management of information on complaints in the current system.

Explanation / Answer

The case calls for an integrated grievances management system. The system would be used to record complaints under different heads, covering all areas. The complaint would be sent to the concerned department/ person immediately after being recorded. The system will make it a time bound process in which the process owner ( person responsible for redress of that kind of complaints) will be responsible for updating its status within specified time. This electronically controlled system will make the resolution possible in timely and responsible manner.

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