Engineering Student Number(s)

Assignment 715486 - Farzana Ahmed

Coversheet 720953 - Linda Yunita Fatimah
807368 - Xinghui Liu
Please note that you: 817007 - Lulu Li
868339- Herfi Qurrota Hanina
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Assignment Title: Analysis Group Report – Assignment 1

Subject Number: ISYS90081
Subject Name: Organisational Process
Student Name: Farzana Ahmed, Linda Y. Fatimah, Xinghui Liu, Lulu Li, Herfi Q. Hanina
Lecturer/Tutor: Dr. Wally Smith
Due Date: 7th April 2017

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Student signature F. Ahmed, LY Fatimah, Xinghui Liu, Lulu Li, HQ Hanina Date 7th April 2017

File: network\engineering student centre\Forms\eng_assignment_coversheet.pdf

Updated: 20/05/13
Author: lelder
 Grup 16
720953 - Linda Yunita Fatimah
868339- Herfi Qurrota Hanina
807368 - Xinghui Liu
817007 - Lulu Li
715486 - Farzana Ahmed

ISYS90081 – Organisational Process

Assignment-01 / April 7th, 2017
ISYS90081-Organisational Process Assignment01-Group16

Table of Contents
TABLE OF CONTENTS ................................................................................................................................ I
LIST OF FIGURES ....................................................................................................................................... II
1 INTRODUCTION ............................................................................................................................... 3
1.1 THE COMPANY BACKGROUND ..................................................................................................................................... 3
1.2 ORGANISATIONAL STRUCTURE .................................................................................................................................... 3
2 TARGET PROCESS ............................................................................................................................. 3
2.1 THE ANALYSED PROCESS .............................................................................................................................................. 3
2.2 ROLES INVOLVED IN THE PROCESS .............................................................................................................................. 4
2.3 PROCESS DESCRIPTION ................................................................................................................................................. 4
3 PROCESS ANALYSIS AND KEY ISSUES ........................................................................................... 4
4 BUSINESS PROCESS DIAGRAMS..................................................................................................... 5
4.1 CONTEXT DIAGRAM ...................................................................................................................................................... 5
4.2 DFD LEVEL 0 – PHYSICAL DIAGRAM .......................................................................................................................... 6
4.3 DFD LEVEL 0 – LOGICAL DIAGRAM ............................................................................................................................ 7
4.4 DFD LEVEL 1 – LOGICAL DIAGRAM ............................................................................................................................ 8
4.5 BPMN DIAGRAM .......................................................................................................................................................... 9
5 REFERENCES .................................................................................................................................... 10

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ISYS90081-Organisational Process Assignment01-Group16

List of Figures
Figure 1 – Simplified DHL Organisational Structure Chart (DHL, 2017c) ............................................................... 3
Figure 2 – IT Project Implementation Process Context Diagram .............................................................................. 5
Figure 3 – DFD Level 0: Physical Diagram........................................................................................................................... 6
Figure 4 – DFD Level 0: Logical Diagram ............................................................................................................................ 7
Figure 5 – DFD Level 1: Logical Diagram ............................................................................................................................ 8
Figure 6 – BPMN Diagram for Proposal Response Process ......................................................................................... 9

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ISYS90081-Organisational Process Assignment01-Group16

1 Introduction
1.1 The Company Background
DHL is a part of Deutsche Post DHL Group that established since 1969 as a global logistics company in
over 220 territories in the world. DHL employs more than 340,000 workforces and provides solutions
for logistics needs. It currently consists several business units such as DHL Express, DHL Parcel, DHL
eCommerce, DHL Global Forwarding, DHL Freight, and DHL Supply Chain (DHL, 2017a). DHL’s vision is
to be ‘Logistic Company for The World’. It establishes a strategy as its roadmap to the future to fulfill its
vision. One of the strategies is to strengthen their e-commerce markets around the globe (DHL,
2017b) which showed the importance of technology for DHL.

1.2 Organisational Structure

DHL adopts a multidimensional or hybrid organisational structure (Kates & Galbraith, 2007). The
organisation is structured along the line of business in DHL (Mail, Express, Global Forwarding & Freight,
and Supply Chain) and functional role (Corporate Centre and Global Business Services) to support the
line of business. Figure 1 depicts the simplified organisational chart.

Figure 1 – Simplified DHL Organisational Structure Chart (DHL, 2017c)

2 Target Process
2.1 The Analysed Process
IT Services is a unit within DHL Global Business Services that supports the operation. Its main function
is to implement and operate business applications as requested by the business units (Mail, Express,
Global Forwarding & Freight, Supply Chain). IT Services is considered as an important part of DHL
business process. It is indispensable in DHL’s operation specifically to support its strategies in
strengthening e-commerce market around the globe.

The target process in this report is the IT project implementation process that starts by business
requirement submission from the business units until the delivery of the requested product. The
identified sub-processes are Proposal Response, Project Initiation, Project Design, Project Management,
and Project Delivery. From these points onwards, DHL business units will be called as Business Partners
because the process is analysed from IT Services perspective.

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ISYS90081-Organisational Process Assignment01-Group16

2.2 Roles Involved in the Process

The roles involved in the process are:

1. Business Partners: external agents that require proposal response from IT Services based on their
business requirements as well as the project implementation.
2. IT Services: the entity that proposes and develops the product, consists of several teams:
a. Account Manager: a single-point-of-contact to represent IT Services to business partners.
b. Product Manager: translates the business requirement into a soluble technical specification and
coordinate the technical solutions.
c. Project Manager: manages the timeline of the project, work together with related roles and the
vendor.
d. Technical Consultant: provides the specific technical solution such as the application and
infrastructure design.
e. Department Admin: appoints vendors to do projects.
3. Vendor: the external agent that develop the product based on the design document after being
appointed.

2.3 Process Description

As defined by Project Management Institute (2012), a project is ‘a temporary endeavor to create a unique
product, service, or result.’ The product in this report is the project outcome in the form of software and
the related documentations. These terms will be continuously used in the process.

The target process is IT Project Implementation that triggered by the delivery of Business Requirement
Specification (BRS) from a business partner to an account manager through email. The business partner
requires IT Services to create a proposal to acquire budget and schedule estimation. The account
manager will lead internal IT Services to respond the BRS, and will immediately response by sending
back a proposal through email as well as log it in the CRM Application.

Afterwards, the business partner will seek for project approval from Corporate Management to execute
the project based on the budget and timeline estimation in the proposal (beyond the scope of this
process). If it is approved, then the project initiation is triggered followed by the standard IT project
development lifecycle. The product is designed internally by the product owner and technical. A vendor
develops the product after receiving work order from Department Admin. Once the product is tested
and passed, it will be delivered to the business partner. The project will be concluded at this point.

3 Process Analysis and Key Issues

The business partners prioritise the projects that support the business strategy. IT Services must deliver
a high-quality outcome to support the business partners. Quality is one of the performance dimensions
in the Devil’s Quadrangle framework as described by Dumas (2013). Hence, IT Services needs to deliver
a high-quality outcome by still considering the proposed timeline (Time), the scope (Flexibility), and the
approved budget (Cost). These dimensions are interrelated and may influence one another. In this case,
the clarity of the project requirement is the key to proposing an accurate project timeline, budget, and
system specification to ensure a high-quality product. It will also help to avoid scope creeps that become
accustomed in a product development project.

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ISYS90081-Organisational Process Assignment01-Group16

The identified key issues of the process are as below:

1. CRM Application is useful to track the requirement, proposal, and other information regarding a
project. However, this application is solely used as a repository and therefore remain passive. There
should be a way to utilise this application to assist the project.

2. The clarification of the BRS, every so often, is going back and forth. The geographically dispersed
location between the business units and IT Services adds complexity to the coordination. It is crucial
to accelerate this process to achieve a high-quality proposal. An accurate estimation of project
schedule, resources, and technical specification can only be constructed with a clear BRS. There
should be an easier way to alleviate this looping process.

3. DHL adopts a multidimensional organisational structure (Kates and Galbraith, 2007) where the
business partners are product-based, and the IT Services is function-based. The autonomy of the
business units, from time to time, requires IT services to develop nearly identical products that
comes from different requirements from various business partners. The condition causes duplication
that is deemed to be one of the disadvantages of the product-based structure (Kates & Galbraith,
2007; Corporate Leadership Council, 2009).

4 Business Process Diagrams

The business process diagrams are depicted in the following sections.

4.1 Context Diagram

Figure 2 – IT Project Implementation Process Context Diagram

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4.2 DFD Level 0 – Physical Diagram

Figure 3 – DFD Level 0: Physical Diagram

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4.3 DFD Level 0 – Logical Diagram

Figure 4 – DFD Level 0: Logical Diagram

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4.4 DFD Level 1 – Logical Diagram

Figure 5 – DFD Level 1: Logical Diagram

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4.5 BPMN Diagram

applications belong to

Figure 6 – BPMN Diagram for Proposal Response Process

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5 References
Corporate Leadership Council, (2009). Frameworks for organisational design: Executive brief. 1st ed.
[ebook] Available at:
http://isites.harvard.edu/fs/docs/icb.topic608877.files/Class%20Nine%20Reading/CLC_Frameworks_for
_Organizational_Design.pdf [Accessed 1 Apr. 2017].
DHL (2017a). DHL | Company Portrait | English. [online] Dhl.com.au. Available at:
http://www.dhl.com.au/en/about_us/company_portrait.html [Accessed 22 Mar. 2017].
DHL (2017b). DHL | Mission & Vision | English. [online] Dhl.com.au. Available at:
http://www.dhl.com.au/en/about_us/company_portrait/mission_and_vision.html [Accessed 22 Mar.
2017].
DHL, D. (2017c). Deutsche Post DHL - Investors' Factbook - Organisational structure of the Group. [online]
Dpdhl.com. Available at: http://www.dpdhl.com/reports/2010/factbook/the-group/organisational-
structure-of-the-group.html [Accessed 22 Mar. 2017].
Dumas, M. (2013). Fundamentals of business process management. Berlin: Springer.
Kates, A. and Galbraith, J. (2007). Designing your organization: using the star model to solve 5 critical
design challenges. 1st ed. San Francisco: Jossey-Bass, p.Chapter 1. Fundamentals of Organisation Design.
Project Management Institute, (2012). A Guide to the Project Management Body of Knowledge (PMBOK®
Guide)-Fifth Edition (ENGLISH). 1st ed. Newtown Square, PA: Project Management Institute.

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