Improving and Automating the Order-to-Cash Process of Small Photographic Studios
Name
Indrek Kriisa
Abstract
Throughout the 2000s, a significant number of small photographic studios were established in Estonia to satisfy the increasing demand for photo sessions. At the end of this decade, a small photo studio called Stuudio.com was founded in Tartu. This studio took the approach of not only selling photo sessions, but also the outputs of the sessions. The studio started to print paper pictures and fulfil orders. Soon, it became clear that the process of handling order fulfilment was time-consuming and not scalable during high season. This situation prevented the implementation of the envisaged output-driven business model as opposed to the traditional approach of selling photo sessions on a small scale.
In this context, this thesis investigates how the Business Process Management (BPM) Life-cycle can be used to analyse, redesign and implement a small photo studio’s order-to-cash business process, using Stuudio.com as a case study. BPM was chosen as a business improvement method because previous case studies have indicated that there is a signifi-cant untapped potential in applying BPM for optimising operations in small businesses.
In this thesis, process identification methods are used to find out the existing business processes. Following established process discovery practices, the order-to-cash process is modelled in the Business Process Model and Notation tool and the model is used to com-pile a detailed analysis. Process steps are classified as value-adding or not value-adding and possible waste is identified. Occurring issues are registered and the Five why analysis is employed to find the root causes of problems. As the next step, the order-to-cash proc-ess is redesigned according to analysis results, and the to-be process is modelled. Finally, a software-as-a-service platform is developed and deployed under the label of Pildipood. The platform automates the redesigned order-to-cash process, eliminating the dependence on human resources for scheduling and coordinating work.
The thesis shows that process-oriented thinking is suitable for small businesses such as photo studios. Moreover, as an outcome the thesis, the author implemented a software ser-vice platform, Pildipood.ee, that supports more than 50 small photo studios in Estonia in addition to supporting the processes of Stuudio.com.
Graduation Thesis language
English
Graduation Thesis type
Master - Information Technology
Supervisor(s)
Marlon Dumas
Defence year
2015