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INFS6015 Business Process Management
Semester 2, 2024
Prepared by Corina Raduescu, Sarira El-Den, Jeffrey Lo
CMP Change Beyond 2023 – Implementing New Services
Group Assignment
This assignment will assess your overall understanding and application of the BPM (Business Process Management) methodologies to analyse and improve business processes in an organisation.
This assignment will specifically evaluate your ability to:
- critically analyse a business case and its context;
- apply appropriate concepts, techniques, and theories relevant to business process management;
- develop and implement new processes to expand the current suite of services and expand the operations by delivering benefits to the case organisation and beyond;
- use BPM tools to document and analyse processes; and
- work as a team of business professionals to communicate, analyse, and integrate individual ideas and findings.
Students are expected to conduct in depth research and support their arguments with additional sources, available from academic and industry/ practice-based communities. At the completion of this assignment students should have developed a sound knowledge and understanding of BPM core concepts as well as BPM tools and how they support process improvement initiatives.
B. Deliverables:
|
Main Deliverables
|
Description |
Due Dates |
Relative Weights (100%)
|
|
Project Plan
Presentation
|
A live pitch presentation of up to 5 mins of the initial ideas on the service/s package to be implemented. You will receive feedback and confirmation from the senior management.
All group members must participate. Slides must also be submitted as PDF via Canvas submission tool. |
Pitch (week 9 in class) Monday, 23rd of Sept.
Canvas submission: Sunday, 22nd of Sept, 11.59pm. |
10% |
|
Business
Report
|
A business report of up to 2,750 words excluding figures, appendices, and list of references at the end. In text references and tables are included in the word count. |
Canvas submission
(week 12):
Sunday, 27 th of Oct, 11.59pm.
|
20% |
|
e-Poster
Presentation
|
A f2f e-Poster presentation to the senior management via PODs, including Q&A. All group members must participate. e-Poster must be submitted as PDF via Canvas submission tool the day before. |
Canvas submission
(week 12):
Sunday, 27 st of Oct, 11.59pm.
e-Poster presentation (week 13 in class): Monday, 28 th of Oct. |
5% |
You have been engaged as a team of process improvement consultants to investigate opportunities forimproving business operations through the introduction of new or improved services in organisations.
Business Case
Each group has been allocated one Community Pharmacy that belongs to CareMeds Pharmacy chain (CMP). The community pharmacy allocation is based on the location provided below.
|
Group ID |
Allocated Pharmacy |
|
Group 1 |
Kiama |
|
Group 2 |
Inner West (including Newtown) |
|
Group 3 |
Broken Hill |
|
Group 4 |
Blacktown |
|
Group 5 |
Central Coast |
|
Group 6 |
Ryde |
|
Group 7 |
Northern Beaches |
|
Group 8 |
Paramatta |
|
Group 9 |
Hornsby |
|
Group 10 |
Liverpool |
|
Group 11 |
Wollongong |
CMP is chain of community pharmacies located in NSW. The CMPC senior management, represented by Jason Wang, has been involved in the strategic planning project that Pharmacy Guild of Australia undertook to help secure the future of community pharmacy to 2025 and beyond.
The Guild’s Framework for Change 2023 presents “nine growth pathways that pave the way for pharmacies’ future success. The pathways are interconnected and interdependent and their success will be driven by the pharmacy workforce, including pharmacy students and interns, pharmacists, and pharmacy assistants.” The nine growth pathways are shown in the next page - https://www.guild.org.au/about-us/framework-for-change
This project creates a vision and roadmap for the future of the sector and enables the Guild to develop a “vision to enable community pharmacies to have a viable, longer-term future as an integral part of the Australian health care system serving the needs of increasingly empowered health consumers.”
Under this vision, the community pharmacies are taking a more important role to deliver additional services and assist the communities and their health in different ways as indicated in the key areas below – you can find full details to each of below here https://www.guild.org.au/resources:
- Dispensing medicines, including home delivery of medicines and other goods
- Vaccination services for Covid-19, influenza, diphtheria-tetanus-pertussis (dTpa) and measles-mumps-rubella (MMR)
- Blood pressure monitoring
- Weight loss advice and support
- Return of unwanted medicine
CMPC uses Fred Dispense as their dispensing solution. However, you can explore other vendors to understand the systems available in the:
- https://www.fred.com.au/what-we-do/community-pharmacy/ (Fred has evolved and there are new additional features and solutions)
- https://willach.com.au/
- https://www.zsoftware.com.au/about.html
E-prescriptions are currently in use in NSW:
The CMPC management has received AUD200,000 from the NSW government to allocate to three (3) of their community pharmacies part of the “The Future of Community Healthcare” funding scheme (this is fictional, only for the purpose of this assignment).
Each group can leverage this funding (partial or total) to support the implementation of recommended changes for their allocated pharmacy. Each group competes for approximately AUD65,000 and must convince the management why their suggested package is worth the funding.
CMPC Goal:
Pharmacy Services
To assist you in your consultancy work, CMPC has provided a set of links to assist you familiarise with the community pharmacies and the type of services currently offered by others. You are already familiar with the types of services a community pharmacy provides from your individual assignment, using the proxy pharmacy https://www.wizardpharmacy.com.au/wizard-pharmacy-category/pharmacy-services.
Many of the services are associated with:
- Personalised medication advice, management, monitoring and safety
- Chronic disease support
- General health advice, including preventative health and point-of-care testing
- Screening and risk assessment
1. In-home Care services, such as, but not limited to these:
- providing medication related support, such as testing, reminders, and monitoring services that increase adherence and safety; and
- partnering with other health and/or non-health providers in delivering in-home care services, for patients that require intensive support in the home or are transitioning between care settings.
- https://www.health.gov.au/our-work/residential-medication-management-review-and quality-use-of-medicines-programs
- https://www.guild.org.au/resources/in-home-care
2. Mental Health Support – pharmacists’ role in supporting patients with mental conditions in their community is often under-utilised due to various reasons including lack of knowledgeand confidence. They can assist with individualised medicine support, adherence and mentaland physical wellbeing for people living with severe and persistent mental illness such asschizophrenia, bipolar and severe depression.
3. MedsCheck is an in-pharmacy, consumer centred service(https://www.ppaonline.com.au/programs/medication-management-programs/medscheckand-diabetes-medscheck) which aims to enhance the quality use of medicines by:
- educating community-based consumers about their medicines including howmedicines affect medical conditions;
- identifying any problems they may be experiencing with their medicines; and
- understanding interactions between medicines.
4. Diabetes MedsCheck is an in-pharmacy, consumer centred service (https://www.ppaonline.com.au/programs/medication-management-programs/medscheckand-diabetes-medscheck). The service provides a review of medications with a focus on theconsumer’s type 2 diabetes medication management, their monitoring devices and selfmanagement and where the consumer has no timely access to other diabetes healthservices. It aims to:
- optimise a consumer’s effective use of medicine through improving understanding of,and compliance with, their diabetes medication therapy;
- improve a consumer’s effective use of blood glucose monitoring devices throughtraining and education; and
- reduce the risk of the consumer developing complications associated with type 2diabetes.
5. Nicotine vaping - from 1 July 2024, all nicotine vapes in Australia are regulated astherapeutic goods. This means they are only available at pharmacies to help people quitsmoking or manage nicotine dependence.https://www.health.nsw.gov.au/pharmaceutical/Pages/nicotine-vaping.aspxhttps://health.gov.au/topics/smoking-vaping-and-tobacco/about-vaping6. Opioid Treatment Program (OTP) – is a new program that seeks to reduce the social,economic and health harms associated with opioid use. The OTP delivers pharmacotherapyand associated services to opioid dependent patients in NSW through the public sector(including Justice Health) and private sector (private clinics, general practitioners,psychiatrists and community pharmacies) -https://www.health.nsw.gov.au/pharmaceutical/pharmacists/Pages/otp-pharmacists.aspx.
7. Home Medicine Review – is a service that supports the quality use of medicines and assist minimising adverse medicine events by helping people to better understand and manage their medicines through a medication review conducted by an Accredited Pharmacist in the home (https://www.ppaonline.com.au/programs/medication -management-programs/home-medicines-review).
8. Homeless Heath Services - link to a strategic plan below https://www.svhs.org.au/ArticleDocuments/2595/Homeless%20Health%20Strategy%202021-2024.4.pdf.aspx?embed=y.
Additional resources for new services and programs:
Additional Market Research reports:
Partnerships
CMPC management is also aware that some pharmacies are setting up partnerships, similar to Jason Harvey’s example below:
“Jason acknowledges that in-home services are not currently a priority for many pharmacies. However, he believes that this is an area that most community pharmacies need to examine as a potential source of future growth. Partnering with the Royal Flying Doctor Service, his pharmacy sends scripts to one quarter of New South Wales regional area. Serving the needs of his rural community is important to Jason's values. He sub-contracts his pharmacists to the local Aboriginal Community Controlled Health Organisation and delivers 800 dosage packs a week to the Broken Hill aged care facility, setting the pharmacy up as a central element of the local health system.”
- A community pharmacy cannot employ a doctor, psychiatrist, or other medical professional. These professionals can work in their own specialist practices.
- A partner organisation must benefit from being part of a service – if you decide on a partnership you must consider the value proposition, the benefits for both parties, and what each party brings to the service under the partnership.
- An IT organisation providing a system or technology is not a partner, it is a technology provider from which the pharmacy is buying a product.
Scope of Work
- A combination of one new service and one external partnership
- conduct an initial analysis and extensive research to understand the context in which the allocated community pharmacy operates;
- determine what package is suitable for your community pharmacy and what market opportunities exist to be financially viable; and
- present the initial findings and recommendations during week 9 for feedback and green light to go ahead.
Once agreed on the package, the CMPC management would like you the design the new processes and identify the technologies and resources the community pharmacy requires for the new package to become fully operational.
The CMPC operational and financial details are presented in Section E. Note that these details are considered applicable to any of the CMPC community pharmacy.
To assist you with your research, the most recent data workbooks presenting the latest Social Health Atlases of Australia are available for the whole of Australia by Population Health Area, Local Government Area, and Primary Health Network, and by Indigenous Area for the Aboriginal & Torres Strait Islander population from below link:
http://www.phidu.torrens.edu.au/social-health-atlases/data#social-health-atlases-of-australia-local-government-areas (updated to June 2024)
This big Excel file has statistics associated with the NSW region – it is essential you check these statistics for your allocated region.
The specific components and tasks to undertake in this consultancy project are detailed below.
Project Plan Presentation (10%)
Your Pitch presentation should include:
- A PPT presentation of up to 6 slides covering the components described below. The 6 slides include the Group Plan (that you do not need to present), BUT they exclude the start/end slide, the reference list, and any additional appendix slides.
- Duration of 5 mins max, followed by max 5 min feedback and Q&A. The 5 mins is more than enough to present the content from 5 slides.
- Your pitch is to CMPC senior management and should be targeting a business audience, represented by INFS6015 staff.
- Pitch rubric is available on Canvas.
- Week 9 schedule of presentations will be available by Friday 20 September.
- All group members must attend and contribute either by presenting or answering the questions. You can decide who presents, it can be a few members or all.
|
Tasks and/or Deliverables Details |
Marks |
|
Contextual Analysis (2 or 3 slides)
|
3 marks |
|
Initial Project Scope (2 or 3 slides)
You do not need to do a cost benefit analysis for this pitch.
|
4 marks |
|
Group Plan (one slide) – you do not need to present this slide, but must be included in your submission via Canvas
|
1 mark |
|
Presentation skills
|
2 marks |
Business Report (20%)
Note: the marks are out of 100 and will be scaled to 20%. Rubric will be available on Canvas.
| Tasks and/or Deliverables Details |
Marks |
|
Executive Summary (around 1/2 page similar to a paper abstract).
|
5 marks |
|
Final Project Scope
|
5 marks |
|
New Package Blueprint
|
40 marks |
Implementation and Change Management
|
35 marks |
|
Conclusion of your consultancy work including the final recommendation to the management.
|
5 marks |
|
Overall Quality of the written report, organisation and integration of the content, logic of arguments, effective written communication, clarity, and adherence to writing guidelines. |
10 marks |
|
Appendix – you must include Signavio inputs (parameters - costs, time etc.) and outputs. You can also include other relevant materials. These are not covered in the word limit. |
Not assessed directly |
Your e-Poster presentation should include:
- Summarised information from your report, presented on a PDF e-Poster submitted via Canvas and presented in Week 13 during the class.
- e-Poster marking guide will be available on Canvas.
- You are not required to present during the poster, we will ask questions and you will need to answer.
- All group members must attend and answer questions.
- INFS6015 staff will act as CMPC senior management during the e-Poster Q&A. The purpose is to convince the management the package is worth the investment.
- Further details on the e-Poster session will be provided on Canvas by week 11.
E. Submission and Writing Guidelines:
- You will need to research in depth both the academic and the industry literature to complete this assignment – minimum 5 references are required. There is no limit on maximum references, however the more references, the more weight they can give to your arguments and claims.
- Use the APA 7th Edition Referencing Style for your references: https://libguides.library.usyd.edu.au/citation/apa7
- You are encouraged to integrate material you have learnt in other units of study, if appropriate.
- Penalties apply if the deliverable are above the word or duration limit - you will lose 10% of the total marks when the submission is 10% above the word length and 10% for each 10% over-length thereafter.
- No penalties will apply if the deliverables are shorter than the max length or duration.
- Word limit includes in-text referencing and tables, but excludes the figures, reference list and appendices at the end of the document.
- For late submissions, a penalty of 5% of the total marks per 24hr period, or part thereof, late is applied to the mark gained after the submitted work is marked. Since submission is electronic, weekends and public holidays count as days in the same way as working days.
- Make sure the process model diagrams inserted in the report are readable; marks will be deducted if we will not be able to read them on Canvas. If images are too big, split them over multiple pages if required.
- You must create a cover page with a title of your report, and your team details (i.e., student IDs). Marks will be deducted if missing.
- Ensure that the Group number plus student IDs of all members are inserted in the top right-hand corner of each page of the document.
- Use your own headings in the report appropriate for a business audience.
- Where appropriate, use tables to present summaries of your work and analyses.
- Ensure you have introductory and concluding statements in sections where appropriate. Do not start new sections with diagrams or tables, you should have introductory statements before, marks will be deducted.
- State your assumptions, when insufficient details are available from the case. Assumptions might be needed when making recommendations and simulate the process models (e.g., costs, times, and resources).
- Marks will be deducted if you do not pay attention to the writing guidelines.BUSINESS SCHOOL
F. CMPC Operations – for more details see Excel File “Pharmacy Financial Details”
Each CMPC pharmacy is open Mon-Sat from 9am-6pm.
Personnel Details:
- Any fully accredited pharmacist can dispense scripts.
- A script takes in avg 4 mins to dispense (i.e., the cycle time of each dispensing process instance).
- Each community pharmacy also offers the services described on page 2 (including medicine home delivery) for around 10 hrs/ week – these services are performed by the fully accredited pharmacists.
- Each FT pharmacist responds to patients queries for around 3 hrs/ week in total.
- Each FT pharmacist also sells over the counter drugs and other items up to 4 hrs / week.
- The locum pharmacist is assisting with the dispensing and other services provided by the pharmacists in the conditions mentioned in the table above.
- The pharmacy assistant can perform duties up to 2 mins/ per each dispensing process instance (e.g., data entry, pick up drugs from shelves).
- The pharmacy assistant is also involved in other items sales (e.g., Panadol, cosmetic items, glasses).
Financial Status:
|
SALES, EXPENSES, AND PROFITABILITY |
$ |
|
SALES |
$ 2,849,115.00 |
|
COST OF GOODS SOLD |
$ 1,791,308.00 |
|
GROSS MARGIN |
$ 1,057,807.00 |
|
Other Income |
$ 36,701.00 |
|
Gross Margin + Other Income |
$ 1,094,508.00 |
|
TOTAL REVENUE (sales + other income) |
$ 2,885,816.00 |
|
Salaries and Wages (not including the owner) |
$ 345,920.00 |
|
Payroll Tax (NSW) |
$ 18,852.64 |
|
Superannuation (for all employees) |
$ 38,051.20 |
|
Rent and associated costs (e.g., equipment leasing expenses) |
$ 145,295.00 |
|
Accounting/ bookeeping Expenses |
$ 35,450.00 |
|
Advertising |
$ 16,058.00 |
|
Bank Charges |
$ 6,758.00 |
|
IT Expenses |
$ 21,584.00 |
|
Depreciation |
$ 35,253.00 |
|
Electricity, Water, Heating |
$ 10,965.00 |
|
Insurance (total) |
$ 9,589.00 |
|
Interest Paid |
$ 47,652.00 |
|
Motor Vehicle Expenses (e.g., rego, petrol, etc) |
$ 6,352.00 |
|
Postage, Freight, Printing (IT) |
$ 5,067.00 |
|
Repairs, Maintenance, Service |
$ 7,569.00 |
|
Subscriptions, Memberships, and Registrations (e.g., to professional bodies) |
$ 25,365.00 |
|
Telephone & Internet |
$ 5,659.00 |
|
Training |
$ 2,125.00 |
|
Workers’ Compensation |
$ 9,456.00 |
|
Other Expenses |
$ 20,239.00 |
|
TOTAL EXPENSES |
$ 813,259.84 |
|
TOTAL INCOME |
$ 281,248.16 |
|
Owners’ Dividends (subject to additional tax rules outside the business) |
$ 125,000.00 |
|
PROFIT/LOSS (Total income – Owners’ Dividents) |
$ 156,248.16 |
|
COMPANY TAX (30%) |
$ 46,874.45 |
|
NET PROFIT/ LOSS |
$ 109,373.71 |
|
SALES ANALYSIS |
|
|
Prescriptions |
$ 2,028,780.00 |
|
Other Sales |
$ 820,335.00 |
|
INVENTORY IN STOCK |
|
|
Prescription |
$ 180,865.00 |
|
Other |
$ 125,430.00 |
|
STOCK CARRIED OVER (Total) (Prescriptions + Others) |
$ 306,295.00 |
|
AVG PHARMACY SIZE (square metres) |
180 |
|
AVG NUMBER OF PRESCRIPTIONS DISPENSED PER WEEK |
867 |
|
TOTAL NO OF PRESCRIPTIONS DISPENSED (Total over 52 weeks) |
45,084 |
|
FUNDS RETAINED IN BUSINESS (last year Funds retained in Business - Profit/ Loss - any Dividends)
|
$ 86,750.00 |