QTCL1111 — Quản trị Quá trình Kinh doanh

Since the 1990s, many organizations around the world have applied the concept of process management to improve operations, expand markets, and enhance financial performance. It is easy to observe numerous examples of a focus on processes, and on business processes in particular, within enterprises, such as the close monitoring of contract-signing and contract-execution processes in manufacturing companies, the processes in service-providing companies, the patient-treatment processes in hospitals, the credit processes in banks, the customer-complaint handling processes, and so on. Today, organizations often evaluate managers through this perspective of process control as well, meaning that a good manager is one who can design and operate effective processes. In other words, a manager can only perform their job well if they have a thorough understanding of processes.

The purpose of the Business Process Management course is to help students explore and apply the concepts and techniques of process analysis and improvement, providing them with the foundational knowledge to make managerial decisions, particularly in addressing issues related to controlling an enterprise's operational processes to ensure that operations are efficient and aimed at satisfying customers. Students will learn how to analyze and improve processes in different contexts and use various process-improvement tools, with particular emphasis on the methods and tools of lean management and Six Sigma.

The content of this course includes:

- Business organizations and the value chain

- Business processes and business process management

- Business process modeling

- Qualitative analysis of business processes

- Quantitative analysis of business processes

- Business process improvement and innovation.

Regulations on class attendance

- Students are responsible for fully attending all class sessions. In the case of absence due to force majeure, full and reasonable supporting documentation must be provided.

- Students who do not attend at least 70% of the total class hours, whether with a valid reason or not, will be considered to have failed to complete the course and must retake it.

Regulations on classroom conduct

- The course is conducted on the principle of mutual respect between learners and instructors. Any behavior that disrupts the teaching and learning process is strictly prohibited.

- Students must arrive on time as scheduled. Students who arrive more than 10 minutes after the class has started will not be allowed to attend that session and will be marked as an unexcused absence.

- Do not: make noise that disturbs others in the class.

- Do not: eat, drink, chew gum, or use devices such as phones or music players during class.

- Laptops and tablets may only be used for the purpose of taking lecture notes and performing calculations in support of lectures and exercises; they must not be used for other purposes.

11. SYLLABUS ADJUSTMENT TIME

June 2024.

APPENDIX

Appendix 1. EXAM MATRIX

Weight in the course grade: 50%

Format: Essay exam

Duration: 90 minutes

Number of questions: 4 major questions with a total of 8 sub-questions. The score weights of Question 1, Question 2, Question 3, and Question 4 are 1-3-3-3 points respectively.

Appendix 2. RUBRICS

Rubrics 1. Assessment of class participation grade

Weight in the course grade: 10%

Assessed over 8 seminar sessions.

* Note: 10+: a bonus may be considered for adding points to the 40% assessment grade when the participation grade is 10.

Criteria for assessing participation in discussion

CLO of the participation assessment

Rubrics 2. Assessment of the major assignment or group assignment

Weight: 20% (the first component of the 40% assessment grade)

Assessed through the results of the group assignment; presentation is not required

Rubrics 3. Assessment of individual assignments and practical work

Weight: 20% (the first component of the 40% assessment grade)

Assessed through the results of the individual assignment or the results of the practical work

The automated training management system assesses the level of CLO attainment according to the University's general algorithm. The course learning outcomes are assessed by students and the University after the end-of-course examination.