32 Scaling BPM Adoption from Project to Program with IBM Business Process Manager
2.3.2 The call center representative onboarding process
Figure 2-2 shows the actual onboarding process. It shows the activities of the
discovery map, places them in swimlanes, and defines the sequence. The
swimlanes are assigned to the roles that perform the different activities.
Figure 2-2 Business scenario: Call center representative onboarding process overview
The business process starts with the hire candidate sub-process, in which
different activities are contained. The
hire candidate activity can return with:
򐂰 The rejection of a candidate
򐂰 The decline of a job offer
򐂰 The acceptance of a job offer
Chapter 2. Business scenario used in this book 33
In cases 1 and 2, the process ends. Only in the successful case are further
activities performed. This includes a
background check and the facilitate new
hire’s orientation
activity. The background check involves a criminal background
check, a credit check, and a social media background check. The results of the
three checks influence the pass versus fail decision on the background check. In
case of a candidate not passing the background check, a termination process is
initiated (
terminate employee) and the recruiter is informed (notify recruiter).
After completing the new hire orientation phase, the new employee attends
several call center courses to get familiar with the procedures, the equipment,
and the call floor etiquette (
attend call center training). The new hire is now
ready to start working and answering calls. To do so, the call center manager
needs to activate the new hire in the system (
activate new hire).
After 7 to 10 days of work, the new hire, the mentor of the new hire, and the
call center manager meet in a
probationary review to discuss the new hire’s
performance. If there are problems, a
performance plan for the new employee
is created.
After investigating the call center representative onboarding business
process at a high level, we now discuss the three sub-processes that are part
of this process:
򐂰 The hire candidate subprocess
򐂰 The activate new hire subprocess
򐂰 The facilitate new hire’s orientation subprocess
Parallel execution: As you can see in Figure 2-2, most of the activities
require a specific order and are performed sequentially. There is only one
place where activities are executed in parallel and where a split is used.
This is the split before the background check and facilitate new hire’s
orientation activity.
34 Scaling BPM Adoption from Project to Program with IBM Business Process Manager
The hire candidate sub-process
Figure 2-3 shows the hire candidate sub-process that includes activities related
to the selection of candidates and related to the candidate interview. The people
involved in these activities are:
򐂰 The recruiter
򐂰 The job candidate
򐂰 The hiring manager
Figure 2-3 Business scenario: Hire candidate sub-process
The recruiter first identifies a job candidate whose profile matches the
requirements of a call center representative at Call Center Company C and
schedules the interview with the hiring manager and the job candidate (
The candidate first needs to accomplish a screening test, in which his language
skills and typing skills are evaluated (
take screening test).
After the test, the hiring manager performs a 30-minute job interview (
) with the candidate. After the interview, the hiring manager decides
whether to hire the candidate based on the interview, the test score, and the
candidate’s minimum asking salary.
Depending on the hiring decision, a job offer is made to the candidate
make offer).
hire candidate subprocess ends after making an offer to the job candidate or
if the decision is made not to hire the candidate.

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