A simple BPM example

The following example explains a simplified credit granting process in a bank. It illustrates how process automation can control the business rules within any organization and highlights how Business Process Management (or workflow) can eliminate repetitive and paper driven tasks in any organisation.

Before automation

When you walk into a bank to apply for a credit card, the following process will take place:

1. You complete a (paper) application form with all relevant information and documentation eg. salary slip, copy of your ID, etc and give this to the relationship manager.


2. The application form is faxed to the credit bureau to check your credit history and to see if you are blacklisted.


3. If you are not blacklisted, your form is sent to the first credit manager who will assess the application and,if approved determine the credit limit you qualify for e.g. R10 000


4. A second credit manager must authorize the credit limit as it has met the R10 000 threshold.


5. Once approved the instruction to issue a plastic credit card is sent to print your name and account number on the card.


6. An account on the banking systems is opened for you.


7. The bank now phones you to collect your credit card.


8. You go to the bank, sign for the card and receive your new credit card.

After automation

1. The application form is completed online on an Internet application form. You can sit at home and quickly apply for the credit card.


2. The credit bureau receives the information automatically (in electronic format) and returns the results online to the bank.


3. If you are not blacklisted the form automatically routes to an appropriate credit manager to check and approve the application.


4. The credit card will be printed automatically because the system instructed the department and no-one had to phone or fax forms.


5. The system will then automatically SMS or email the client to notify them of success.


6. A courier delivers the new credit card to the customer directly.