Sistemas de Gestión II - ISI, UTN – FRSF Año 2011

Guía de Ejercicios
Business Process Modeling / Workflows with BPMN

•Modelado con Patrones de Workflows

Exercise 1
Una empresa aseguradora procesa reclamos originados a partir de accidentes de
traffic with automobiles where customers are involved. It uses the
next procedure for processing insurance claims.
Cada reclamo, reportado por un cliente, es registrado por un empleado del
department DA (Damage in Automobiles). After the claim registration, it
It is classified by an employee who performs the role of claims handler within
from the DA department. There are two categories: simple or complex. For complaints
simple, two tasks must be performed: check the policy and call by phone to
garage. These tasks are independent of each other. For complex claims, three
tareas necesitan ser ejecutadas: chequear la póliza del seguro, chequear la historia de
accidentes y llamar por teléfono al garage. Estas tareas necesitan ser ejecutadas en el
orden especificado anteriormente. Para demandas simples o complejas, las tareas son
carried out by employees of the DA department. After the execution of the previous ones
(whether it's a simple claim or a complex one), a decision must be made. The decision
es tomada por el manejador de reclamos el cual puede decidir: aceptar o rechazar el
claim. If accepted, the insurance company will pay the customer. An employee of
The finance department carries out this task. In any case, the insurance company
envía una carta al cliente que generó el reclamo. Un empleado del departamento DA
write the letter.
Dado el procedimiento organizacional descrito anteriormente:
Model the process using BPMN language.
Identify the attributes of the process
•Indique la perspectiva organizacional del proceso, indicando los roles o
groups involved in the process.

Ejercicio 2
A company that manufactures custom furniture wants to manage its management process.
de órdenes, en el cual la misma utiliza las siguientes actividades y reglas de negocio. La
Order management begins when the sales department receives an order from a
mueble a medida, a partir del cual se crea una orden. Luego, un miembro del
The sales department evaluates the order and can reject it or accept it. In the first
case, the process ends. In the second case, the materials warehouse and the
departamento de ingeniería deben realizar diferentes tareas independientes.
On one hand, the materials warehouse processes the list of required parts for the
construcción del mueble (Bill of Materials – BOM) y verifica la cantidad requerida de
each part. If the part is available in the inventory, it is reserved.
Otherwise (that is, the requested quantity is not available in inventory of the
part), a purchase is made from a supplier. This is done for each
one of the required parts in the construction of the requested furniture. When it is carried out
 Management Systems II - ISI, UTN - FRSF Año 2011

una compra al proveedor, luego se reserva la cantidad requerida del ítem una vez que
arriban los materiales desde el proveedor.
Por otro lado, al mismo tiempo que se procesa la lista de materiales, el
the engineering department prepares the production of the furniture. This task consists of
carry out a set of actions, such as cleaning the equipment, to prepare the
same for production. If the materials warehouse has reserved all the parts
requested (that is, they are ready to be used in production of
furniture) and the preparation activity has concluded, then the manufacturing is carried out.
of the requested furniture product. After this is done, the sales department will
is responsible for dispatching the product to the customer and the process concludes.
Dado los requerimientos de negocio descritos anteriormente:
a) Model the corresponding business process using BPMN language.
b) Define the roles/organizational units involved in each task of the
process.
c) Identify activities that can be carried out automatically/semi-
automatic and the possible systems to support them.
d) Identify the main attributes of the process.

Exercise 3
Una empresa de distribución de pinturas utiliza el siguiente procedimiento para la
gestión de sus órdenes de ventas.
Una orden de venta es creada y registrada por un vendedor de la empresa, en donde
keeps information about each item of the order (product, quantity, delivery date) and the
customer data requesting the products. When the order is registered, it goes to
status of "open". The loading and registration of the order is supported by the Web system of
order management, which allows sellers to register orders via the Internet.
Then, the availability for the order items is automatically checked.
invoking the inventory management system. If there are available products, a
finance employee checks the client's financial status through the system of
financial management. If the client is authorized, the client must be confirmed.
acceptance of the order, which changes to the status 'accepted'. If the customer is not authorized,
se debe informar del rechazo al cliente y la orden pasa al estado “rechazada”. En este
if the process ends. The acceptance or rejection is communicated to the client by sending a
email the same with the order status.
If there is no availability for the requested quantity in any item of the order
The customer is also informed (by sending an email to them) and the order is changed to the status
no availability
When the order was accepted, it must be processed. On one hand, this
significa solicitar a depósito que genere un despacho con los ítems solicitados en la
order. To do this, a warehouse employee must generate the delivery note, then obtain the
warehouse products, then pack the shipment and finally dispatch the shipment. The
Generation of delivery notes is done through the warehouse management system.
On the other hand, completely independently of the shipment, it must first be
generar la factura para la orden a través del sistema de facturación. En este caso, el
the status of the invoice is "generated". Then, it must be sent to the customer (the
estado de la factura pasa a “enviada”). Finalmente, el cliente paga la factura y se registra
the same with the status "paid".
 Management Systems II - ISI, UTN - FRSF Año 2011

Finally, when the shipment was completed and the customer made the
payment, the order is closed and the process ends. To do this, the status of the
orden en el sistema Web de gestión de órdenes.
Dado el procedimiento organizacional descrito anteriormente, modele el proceso de
management of the sales order of the paint distribution company with the language
BPMN.

Ejercicio 4
A company wants to design the business process that represents management of
employee expense reimbursement requests for the same. For example,
reembolsos de viáticos, por compra de materiales de oficinas realizadas por los
sales employees, etc. On a normal day, there are a large number of refunds to
to be processed.
The process begins when an expense report is received. A new account
must be created for an employee, if they do not have a previous account. The report is then
procesado automáticamente. Si la suma del reembolso es mayor o igual a $300, un
supervisor evalúa y aprueba el reembolso. En caso de rechazo, el empleado debe recibir
a rejection notification by email. In case of acceptance, expenses are reimbursed
automáticamente a través de un depósito en la cuenta bancaria del empleado y se le
notifica al empleado a través de un email.
In the event that the refund amount is less than $300, it is approved.
automatically, expenses are refunded automatically through a deposit in
the employee's bank account is notified to the employee via an email.
At any time, after the expense report was received, if none
action occurs over 7 days, the employee must receive an email indicating that the
the reimbursement approval is in progress. If the approval is not finalized in 31 days,
then the refund is canceled, the employee receives a cancellation email and this
You must make a new request.
Given the organizational procedure described above, model the process of
negocio usando BPMN.

Exercise 5
A restaurant wants to implement an online catering service (e-catering).
service should be available on the Internet through the company's portal and provide
the options to: register as a customer on the site and create a user, modify the
customer profiles, select and remove products from a shopping cart, and
create and confirm an order. The catering service products are of two types:
hot meals or cold meals. Therefore, an order can consist of one or more
cold or hot foods.
Para realizar un pedido, el cliente debe ingresar con su usuario en el sitio y armar su
shopping cart. Once the customer has selected several meals (cold or
calientes), éste puede proceder a confirmar el pedido, indicando en el mismo el perfil
from the customer, the date and time they wish to receive the food (delivery date) and the number of
tarjeta de crédito.
When the order is confirmed, it is stored and a confirmation is sent to
customer. The customer can cancel the order at any time, up to one hour before
from the delivery date.
Las comidas calientes son preparadas una hora y media antes de la fecha y hora del
start of the order delivery. Cold meals are taken directly from
 Management Systems II - ISI, UTN - FRSF Year 2011

the refrigerators, where they are stored, 10 minutes before that date and time.
fecha y hora del comienzo de la entrega del pedido al cliente es programada por un
sistema de logística de acuerdo a las disponibilidades de transporte y fecha de entrega
indicated by the client. Therefore, a notification must be awaited in advance.
dicho sistema que indique la fecha y hora del comienzo de la entrega, y a partir de allí
Consider the waiting times for the start of meal preparation.
If there are several hot dishes to prepare, the preparation of them can
ser realizada por varios cocineros a la vez, los cuales son seleccionados por un
encargado de la cocina. Las comidas calientes que ya han sido preparadas son
deposited with an order identification in a section of the kitchen designated for that
fin. Cuando todas las comidas correspondientes al pedido han sido preparadas, un
despachante de la cocina las envía al sector de delivery, para que procedan a la entrega.
If there are cold foods to send, these are taken from the refrigerators by a
in charge of the cold food, and deposited in a refrigerator in the delivery area,
independently from the preparation of hot meals.
Once the hot and cold meals are ready to be sent in the delivery area, they
delivery is made by an employee of the delivery sector. The day after it is completed.
la entrega, se envía un email al cliente solicitando que retorne comentarios y/o
suggestions regarding the quality of service and food.
Model the delivery process of the e-catering service with BPMN. Define the
roles y sistemas involucrados para cada tarea del proceso.

Exercise 6
Dado el siguiente proceso de negocio de gestión de reclamos modelado, identifique
the control flow patterns that occur in the definition of said process.

Exercise 7
For the process defined in exercise 3, model the case in which at any
At this moment, the customer can cancel the order, as long as it has not been processed.
generado un envío para la misma. Si no se ha generado un remito y han transcurridos 30
días, en este caso también se debe cancelar la orden y notificar al cliente de la causa de
la cancelación.
In addition, model the situation where multiple shipments and deliveries can be generated.
for the same order.
Finally, also model the situation where order processing is
defined as a subprocess.
The previous restrictions must be taken into account together, in such a way
in such a way that they are all fulfilled.
Sistemas de Gestión II - ISI, UTN – FRSF Year 2011

FIGURE OF EXERCISE 6
Postgraduate Course: Information Technologies for Business Process Management and Integration
UTN – Facultad Regional Concepción del Uruguay (2008)

Exercise 8
Una organización necesita implementar un Sistema de Gestión de Conferencias
Scientists, and therefore, need to model the business processes required to
manage a conference. In the management of a conference, the conference itself is created first.
with the corresponding data such as place, dates, etc. Then the president of the
program committee and then the president of the organizing committee. Later the
the president of the program committee generates the list of reviewers for the papers that form
parte del comité de programa. Una vez definido el comité de programa, se puede
start receiving papers. They are received until a deadline (Call for
Deadline for paper submission defined for the conference. If after the deadline...
the deadline for submitting papers arrives, they should be ignored (that is, it should not be done)
processing of them). If a paper is received on a date earlier than the date
limit, then the paper must be processed. The processing of the papers is
independent of each other. In addition, simultaneous receipt of papers should be allowed.
The management of the conference concludes when all the papers have been processed.
The management of a paper begins when it is received from an author. In this
in that case, the committee president must select three reviewers for each paper. Then he must
send each one the paper to review. The reviewers also have a 'deadline for
"review" to submit your revisions.
Then, the program committee chair must wait for these reviews. A
once the review deadline has passed, if at least two reviews
fueron recibidas, el presidente decide si finalmente el paper es aceptado o no, de
according to the results of the reviews received. In any case, it must be sent the
resultado al autor. Si el paper es aceptado, luego debe esperarse por la recepción de la
final version of it, which must be sent by the authors. If once fulfilled the
deadline for review has not received reviews or only one review has been received,
Then the committee chairman must wait until he has at least two reviews.
Según este procedimiento descrito, modele los procesos de negocio que considere
necessary using BPMN language. Also, indicate the flow patterns of
control que ha utilizado para definir el flujo de control de los procesos.

Ejercicio 9
La empresa “Litoral Tours” es una agencia de viajes en constante crecimiento.
Actualmente, comercializa paquetes turísticos a destinos de todo el mundo, y sus
clientes abarcan una gran zona de influencia, que se extiende más allá de la provincia de
Santa Fe. This is because the company has developed a web system for its
clients define the travel itinerary and make the reservation through
Internet, which has caused an increase in customers and consequently, in the
demanda de reservas de viajes turísticos.
To meet this growing demand, the company must streamline its operations.
lo tanto, la gerencia de la empresa está convencida de la necesidad de implementar un
sistema de información que agilice estas operaciones y además les permita llevar a cabo
the monitoring of the different reservations made by its customers, as well as the
compliance with them.
To achieve these objectives, the company has requested the department to
systems, for which you are responsible, to carry out a project to implement
an information system that supports travel reservation management.
El servicio de reservas de viajes de la empresa es ofrecido a sus clientes vía
Internet. When a customer first accesses the company's web portal, it

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Postgraduate Course: Information Technologies for Business Process Management and Integration
UTN - Regional Faculty of Concepción del Uruguay (2008)

allows the client to register and asks them for different data and information,
which will later be used to offer specific trips to the client according to their preferences.
The requested information includes the client's hobbies and preferences, as well as
the name, address, and other personal data.
Como servicio especial, la empresa ofrece a los clientes que compongan sus
itinerarios y soliciten las reservas de los mismos vía el portal Web. Cuando un cliente
desea contratar y reservar un viaje, el mismo ingresa al portal Web con su usuario
(as long as they are already registered), and the Web portal allows the customer to build
a travel itinerary. Then the customer selects to reserve on the website and their reservation
It will be processed. It involves the itinerary chosen by the client, the data and the
credit card number of the same.
According to the company's policy, there are several card companies
crédito con las cuales la empresa tiene decidido no operar, es decir, no vender viajes a
clientes que deseen pagar con tarjetas de crédito de dichas compañías. Esto es obtenido
from a database of 'companies to reject'. If the company is found in this
database, the reservation is rejected and the process ends. Otherwise, it is confirmed
the customer that the trip reservation is "in process". The rejection or confirmation of the
the reservation must be informed in the client's browser.
La siguiente tarea corresponde a verificar el estado de la tarjeta de crédito. Para ello,
a Web service provided by Veraz is invoked, which determines if the credit card
it should be rejected or not. In case this happens, the process must be completed.
Otherwise, the process continues.
Once the customer's reservation has been confirmed, it is planned accordingly.
independent reservations of the flights, hotels, and cars corresponding to the itinerary
definido por el cliente. Además, las reservas de los diferentes vuelos se pueden realizar
simultaneously to speed up the process, as there are different people in the area
de ventas que se dedican a ello. Lo mismo ocurre con las reservas de hoteles y autos. La
Flight reservations produce a list of flights. A similar situation occurs with bookings.
of hotels and cars. Reservations are made by the sales staff using a
reservation registration system that already exists in the company.
Las listas generadas con las reservas de vuelos, hoteles y autos pueden contener
reservations that could not be made yet or for which there is no confirmation.
Therefore, it is then verified that the reservations are confirmed. This should be
perform automatically in a single step for all reservation lists. In the
If there are reservations without confirmation, this is communicated to the customer via email.
Previamente a esto un empleado de ventas debe generar reservas alternativas
confirmadas a ofrecer al cliente en el email. Luego, el cliente puede retornar un email
indicando que desea cancelar el viaje, en cuyo caso todas las reservas deben ser
canceled and the process ends. Otherwise, the customer can indicate by email that
desea esperar por confirmación de las reservas ya realizadas o que desea seleccionar las
alternative reservations offered. If you wish to wait for reservation confirmations, then the
confirmación de todas las reservas aún sin confirmar es realizada por una persona de
ventas. Esto se realiza en un único paso. Si la confirmación de todas las reservas no se
made before 15 days of the travel date, automatically select the
alternative offers.
Cuando todas las reservas fueron realizadas y confirmadas, se le ofrece al cliente
dos seguros, uno por cancelación de viaje y otro por pérdida de equipaje. Para ello una
A person from the insurance department contacts the client via phone or email to offer them the
seguros. Luego se debe esperar por la respuesta del cliente en caso que se le ha enviado
the insurance offer via email. The client can inform that they accept both insurances, which

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Postgraduate Course: Information Technologies for the Management and Integration of Business Processes
UTN - Regional Faculty of Concepción del Uruguay (2008)

accept one of them or not accept any. In the case that any insurance is accepted, it will
debe realizar la póliza de seguro correspondiente. Esto lo realiza la persona del área de
insurance.
The client can cancel the entire trip reservation at any time, then
confirmation that the travel reservation is in process, and prior to the choice of the
insurance.
Finally, the invoice is issued and then the payment is charged to the card.
customer credit. This is automatically supported by a system of
billing that the company has.
In parallel to the invoice and payment, a document with the itinerary must be generated.
end of the trip and the list of reservations corresponding to the travel booking made.
This is done by a sales employee executing a generation program.
itineraries that the company has. The generated document is sent to the client,
únicamente cuando se halla generado el pago del viaje y dos semanas antes del
comienzo del viaje.
Dado los requerimientos de negocio descritos anteriormente, modele el proceso de
travel booking management business using BPMN. Define the roles and systems
involucrados en el proceso para cada tarea. Indique también los mensajes a intercambiar
with external participants.