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Managing Unpredictable Processes for Knowledge Workers

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  • 1. The Company Founder Frank Michael Kraft• Founding in September 2010 • 13 years of SAP BPM Architect• Core Competency Business • Quality assurance with thousands of Processes models – Modeling • BPMN 2.0 Core Team – Implementation • Books: „Mastering the Unpredictable“ & „Taming the – Flexibility Unpredictable“• Key Success Factor: Mentoring • Reviewer Europ. Commission: Artifact-Centric Service Interoperation Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 2. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 3. Knowledge worker productivity will be the most important value to companies of the 21st Century.Peter F. Drucker Frank Michael Kraft - AdaPro - www.adapro.eu
  • 4. „Older process-automation approachesbased on mass-production concepts arenot adequate in an area of people-drivenprocesses that benefit from automonousdecision making and highly socialcollaborating tools.“Connie MooreVice President and Research Director,Forrester Research, April 2010 Frank Michael Kraft - AdaPro - www.adapro.eu
  • 5. LeonaCreate Process CloseCustomer Customer CustomerProblem Problem Problem Problem Analysis Problem Mitigation Frank Michael Kraft - AdaPro - www.adapro.eu
  • 6. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 7. Quality Application AssuranceDevelop Problem Design / Idea Model Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 8. Ad-Hoc ACMWorkflow BPMStandard ERPFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 9. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 10. Bully Off Goal! Shoot on Sprint Goal Please repeat 40 times Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 11. Goal oriented instead Not prescribed –of task oriented individual processesChanges in the running Start immediatelyprocess without modeling Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 12. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 13. • A worker, whose main business is to – to collect knowledge, – to process knowledge, – to generate knowledge and / or – to distribute knowledge. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 14. • Engineers• Creative Designers• Consultants• Managers• Account Managers• Sales Representatives• Underwriters• Damage Auditors• Lawyers• Physicians• … Frank Michael Kraft - AdaPro - www.adapro.eu
  • 15. Leonas Problems • Interruptions of her work Leona • Wasting time calling around • Overload -> task list overflow • Her boss does not understand why everything takes so long.• Engineer in a company for • Planning difficult due to unexpected telephone systems events• 150 employees • Urgent tasks supersede important tasks• Own Software development, • Trial and error• hardware suppliers • What goals have higher priority?• Technical Support • What are the other teams? Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 16. Leona • The phone system does not allow call forwarding under certainStatus: Open conditions • Please deliver module 1-3252-3 Status: In Process • Close when new module 1-3252- Status: 3 has been deliveredCompletedFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 17. Leona • The phone system does not allow call forwarding under certainStatus: Open conditions •? Status: In •? Process • Close when call forwarding is Status: enabled under all conditions.CompletedFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 18. Leona Enable Call forwarding Mitigate Find the Problem Cause Problem Remote Software Check On-Site Hardware Check Plan Service ExecuteCheck A Check B Check C Visit Service Visit Supplier Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 19. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 20. Leona Enable Call forwarding Find Problem Cause Mitigate Problem Conference with Customer,Remote Software Check On-Site Hardware Check Hardware Supplier and (Done) (Done) Software Developers Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 21. Leona Enable Call forwarding Find Problem Mitigate Problem Cause Hardware Problem Software Problem Test new Negotiate Device Fix Test Quality with Specify Module Functionality from Software Software Release Supplier SupplierSteve Evaluate Discuss Alter- Alter- Describe Alternatives Decide Review natives natives Alternative Alternative A B Supplier Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 22. Enable Call forwarding FindProblem Mitigate Problem Cause Hardware Problem Software Problem Test new Negotiate Device Fix Test Quality with Specify Module Functionality from Software Software Release Supplier Supplier Evaluate Discuss Alter- Alter- Describe Alternatives Decide Review natives natives Alternative Alternative A B Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 23. Case Open since StatusSpecify Module Functionality 3 Weeks StartedDescribe Alternative: Alternative A 2 Weeks OpenFix Software 6 Days StartedCheck A 4 Days WaitingChange Documentation, Only 64 phones are supported 2 Days StartedChance user documentation: Chapter 2.1 3 Hours Open Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 24. Case Time till Rem. Status Deadline EffortSpecify Module Functionality 5 Days 7 days StartedDescribe Alternative: Alternative A 5 Days 2 days OpenFix Software 3 weeks … StartedCheck A 3 weeks … WaitingChange Documentation, Only 64 phones are … … StartedsupportedChance user documentation: Chapter 2.1 … … Open Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 25. 1 Month2 Weeks1 Week Overall From Started to Finish 4 Days From Open to Start 2 Days 1 Day 0 50 100 150 200 Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 26. Template Remote Software CheckCheck A Check B Check C Leona Enable Call forwarding Enable Call forwarding Enable Call forwarding Find Problem CauseCall forwarding Enable Mitigate Mitigate Problem Find Problem Cause Mitigate Find Problem Cause Problem Mitigate Problem Find Problem Cause Remote Software Check On-Site Hardware Check Problem Remote Software Check On-Site Hardware Check Remote Software Check On-Site Hardware Check Remote Software Check Plan Service Execute On-Site Hardware Check Check A Check B Check C Plan Service Service Visit Execute Check A Check B Check C Visit Plan Service Service Visit Visit Execute Check A Check B Check C Plan Service Service Visit Execute Check A Check B Check C Visit Visit Service Visit Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 27. Template Remote Software CheckCheck A Check B Check C Leona Enable Call forwarding Mitigate Find Problem Cause Problem Remote Software Check On-Site Hardware Check Plan Service Execute Check A Check B Check C Check D Visit Service Visit Remove Add another template check check
  • 28. Template Remote Software Check Check A Check B Check C Leona Enable Call forwarding Enable Call forwarding Enable Call forwarding Find Problem CauseCall forwarding Enable Mitigate Mitigate Problem Find Problem Cause Mitigate Find Problem Cause Problem Mitigate Problem Find Problem Cause Remote Software Check On-Site Hardware Check Problem Remote Software Check On-Site Hardware Check Remote Software Check On-Site Hardware CheckCommunity Check A Remote Software Check Check B Check C Plan Service Execute On-Site Hardware Check Plan Service Service Visit Visit ExecuteGovernance Check A Check B Check C Plan Service Service Visit Visit Execute Check A Check B Check C Plan Service Service Visit Execute Check A Check B Check C Visit Visit Service Visit Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 29. LeonaFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 30. Enable Call forwarding Problem Leonaidentification Problem Mitigation .. Change User Documentation Prepare User Documentation Chapter 2.1.2 Chapter 7.2 Release 2.1.2 Review Clarify only 64 phones work problem Change From Call Change from 64 and forwarding phones limitation Release Change Documentation, Only 64 .. phones are supported Chapter Chapter Chapter Chapter Change Chance user 2.1.2 7.2 2.1 3.4.5 catalogue documentation Chapter Chapter Online Print 2.1 3.4.5
  • 31. Group I: Group II: Patterns of Group III: Group IV: Cognition and Planning andknowledge work Execution Postprocessing collecting Prioritizing Lots of ideas Open Collecting and Define what is definition for alternative discussion structuring missing plans points You can not Synergies and Only later to Remnants purpose find anything contradictions assess sweep up in the stack are resolved Every You have an Its harder origin beginning is residue split idea than I thought difficult Reach the One forgets scope Fishing Net overall goal by Too ambitious the details and by Begin until a Is this really Old alternative use Correlation certain date necessary? still there This actually The deadline is Partnership belongs dangerously with whom? together close Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 32. (Swenson, et al., 2010, S. VIII) Forrester Research Investigative applications such as audits, compliance and fraud case handling. Incident management, such as a serious adverse event report, use of medical records in clinical case management, dispute resolution cases. Service requests such as loan approval, claims and customer service. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 33. Company Start-Up Reorganization Implementation of decisions of a Board Reassessment of loans after in ACM credit crisis Asset Allocation for divorce Execution of audits Customs Investigation Crisis, any kind of unfortunate EventsFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 34. Difference to classical BPM• Define processes and execute simultaneously• Immediate start without modeling• The person who executes a process, is also the one who defines itDifference to project management• The process need not be fully planned before it can begin• Too many dependencies in project management -> delays• High-level planning rather than management of individual knowledge workers• Difference to Web-Based Collaboration ToolsACM puts the focus on the process aspect of cooperation.• Full transparency of the status of the individual parts.• One difference from Jira, for example: more structure and thus a better overview• Sophisticated analytics capabilities• Built to integrate with workflow and SOA Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 35. Ada Com Workstream: Customer Service CasesLeona Steve Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 36. Ada Com John Workstream WorkstreamLeona Hugo Steve Oscar Ben Workstream Workstream Coco Emma Daniel Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 37. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 38. Leona is assigned to two Workstreams Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 39. New Top-Level Workitem  CaseFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 40. New Workitem /Case Textual Description Status of GoalFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 41. Search Result from two differen Workstreams New Workitem /Case foundFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 42. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 43. Old Case Attachments/Content Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 44. Detailplanung für dieses Sub-Workitem Leona Enable Call forwarding Mitigate Find the Problem Cause Problem Remote Software Check On-Site Hardware Check Plan Service Execute Check A Check B Check C Visit Service Visit Supplier Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 45. Detail Planning for … Detailed Sub-WorkitemsFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 46. Detail Planning for … Detailed Sub-Sub-WorkitemsFrank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 47. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 48. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 49. Leona Enable Call forwarding Find Problem Mitigate Problem Cause Hardware Problem Software Problem Test new Negotiate Device Fix Test Quality with Specify Module Functionality from Software Software Release Supplier SupplierSteve Evaluate Discuss Alter- Alter- Describe Alternatives Decide Review natives natives Alternative Alternative A B Supplier
  • 50. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 51. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 52. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 53. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 54. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 55. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 56. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 57. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 58. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 59. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 60. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 61. Template Remote Software CheckCheck A Check B Check C Leona Enable Call forwarding Enable Call forwarding Enable Call forwarding Find Problem CauseCall forwarding Enable Mitigate Mitigate Problem Find Problem Cause Mitigate Find Problem Cause Problem Mitigate Problem Find Problem Cause Remote Software Check On-Site Hardware Check Problem Remote Software Check On-Site Hardware Check Remote Software Check On-Site Hardware Check Remote Software Check Plan Service Execute On-Site Hardware Check Check A Check B Check C Plan Service Service Visit Execute Check A Check B Check C Visit Plan Service Service Visit Visit Execute Check A Check B Check C Plan Service Service Visit Execute Check A Check B Check C Visit Visit Service Visit Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 62. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 63. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 64. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 65. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 66. Leona • User defined process / work stream • Goals and Subgoals • Goal-driven by use of status • Process is free or defined by templates • Process controlling (for example, burndown) • Universal Worklist • Email notifications to the team • Content / Attachments • Member of several work streams – Joint / individual search – Shared / individual process controlling Frank Michael Kraft - AdaPro - www.adapro.eu
  • 67. • Central repository for knowledge work• Manage overload and interruptions• Clear status• Anytime, Anywhere• Report progress to Manager• Supervision of staff Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 68. Frank Michael Kraft - AdaPro - www.adapro.eu
  • 69. Leona Enable Call forwarding at Customer AdaTech Create CloseProblem Problem bearbeiten Problem Analyze Problem Mitigate Problem Test Modul Test Modul Test 173 403 Connection Deliver Modul 173Steve Create Execute Close Delivery Delivery Delivery Supplier
  • 70. CRM Customer Case ManagementLeona Logistics Delivery Management Frank Michael Kraft - AdaPro - www.adapro.eu
  • 71. Frank Michael Kraft - AdaPro - www.adapro.eu
  • 72. CRM Customer Case ManagementFrank Michael Kraft - AdaPro - www.adapro.eu
  • 73. Participant Participant Role: Buyer Choreography Role: Seller Public Process Public Process Buyer SellerPrivate Process Buyer Private Process Seller Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 74. Logistics Delivery ManagementFrank Michael Kraft - AdaPro - www.adapro.eu
  • 75. Frank Michael Kraft - AdaPro - www.adapro.eu
  • 76. CRM Customer Case ManagementLeona Import Parse Logistics Mashup Delivery Management Frank Michael Kraft - AdaPro - www.adapro.eu
  • 77. CRM Customer Case ManagementLeona Automate Logistics Delivery Management Frank Michael Kraft - AdaPro - www.adapro.eu
  • 78. Updates from WorkstreamFrank Michael Kraft - AdaPro - www.adapro.eu
  • 79. Leona • AdaPro Process liveMashup – Preemtive modeling of the behavior of services in BPMN 2.0 Choreography Model + WSDL snippets – Individual process based import of models – Parsing, combination with the current Case / Workstream – Unlinked process snippets will be linked in individual cases – Web-based updates, automation / notifications • Result – Universal Worklist for all workstreams – Highly flexible and case based Mashup – End-user controlled – Automation freely definable – Bottom-Up Service Composition Frank Michael Kraft - AdaPro - www.adapro.eu
  • 80. Adaptives Case ManagementWorkflow ERP Legacy System Partner Reference Process Monitoring Model Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 81. Prozess ServiceBusiness Object Workflow ACM Service Service Service Frank Michael Kraft - AdaPro - www.adapro.eu
  • 82. • Requirements Analysis• Prototype with Workstream Platform• Analysis, conclusion, advice• Between 3 and 10 days• After that decision to implement Workstream Platform in your company Frank Michael Kraft - AdaPro - www.adapro.eu
  • 83. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
  • 84. Frank Michael Kraft - AdaPro GmbH - www.adapro.eu