Open Access Conference Proceedings

The aim of this paper is to present the methodology of application of process mapping for identification of potential for improvement of business processes. The methodology will be presented on the case of optimization of service processes in the company SCANIA Czech Republic s.r.o. Continuous improvement of the efficiency of all business processes is a necessity for companies in the automotive aftersales sector. The pressure for efficiency is driven by the rise of sustainability, shortage of skilled labour on the labour market and ever increasing input prices among other factors. The proposed methodology will be presented using the case of optimization of service processes in SCANIA Czech Republic s.r.o. In the first phase, a thorough process map is developed using BPMN, which contains all the sub-processes including necessary documents, software used, responsible persons and the causation between the processes. In the second phase, barriers, waste and shortcomings in the current state with potential for improvement are identified. The identified shortcomings are linked in the process map to the sub-processes according to the place of emergence and the place of impact. Finally, measures are proposed to eliminate the gaps and achieve the desired future state. The proposed measures are evaluated in terms of the difficulty of implementation and potential benefits.

Keywords: Process mapping, BPMN, cause and effect analysis, continuous improvement, automotive service

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