Managing Unpredictable Processes for Knowledge Workers

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

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

„Older process-automation approaches
based on mass-production concepts are
not adequate in an area of people-driven
processes that benefit from automonous
decision making and highly social
collaborating tools.“

Connie Moore
Vice President and Research Director,
Forrester Research, April 2010


Leona

Create Process Close
Customer Customer Customer
Problem Problem Problem

Problem
Analysis

Problem
Mitigation


Quality
Application
Assurance

Develop Problem

Design /
Idea
Model


Ad-Hoc
ACM

Workflow
BPM

Standard
ERP

Bully Off

Goal!
Shoot on
Sprint
Goal

Please repeat 40 times

Goal oriented instead Not prescribed –
of task oriented individual processes

Changes in the running Start immediately
process without modeling


• A worker, whose main business is to
– to collect knowledge,
– to process knowledge,
– to generate knowledge and / or
– to distribute knowledge.


• Engineers
• Creative Designers
• Consultants
• Managers
• Account Managers
• Sales Representatives
• Underwriters
• Damage Auditors
• Lawyers
• Physicians
• …


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?


Leona

• The phone system does not allow
call forwarding under certain
Status: Open conditions

• Please deliver module 1-3252-3
Status: In
Process

• Close when new module 1-3252-
Status: 3 has been delivered
Completed


Leona

• The phone system does not allow
call forwarding under certain
Status: Open conditions

•?
Status: In •?
Process

• Close when call forwarding is
Status: enabled under all conditions.
Completed


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

Leona


Find Problem Cause Mitigate Problem

Conference with Customer,
Hardware Supplier and
(Done) (Done)
Software Developers


Leona

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
Supplier
Steve
Evaluate Discuss
Alter- Alter- Describe Alternatives Decide Review
natives natives

Alternative Alternative
A B

Supplier Frank Michael Kraft - AdaPro GmbH - www.adapro.eu

Find
Cause


Test new
Negotiate
Supplier
Supplier

Evaluate Discuss
natives natives

A B


Case Open since Status
Specify Module Functionality 3 Weeks Started
Describe Alternative: Alternative A 2 Weeks Open

Fix Software 6 Days Started

Check A 4 Days Waiting

Change Documentation, Only 64 phones are supported 2 Days Started

Chance user documentation: Chapter 2.1 3 Hours Open


Case Time till Rem. Status
Deadline Effort
Specify Module Functionality 5 Days 7 days Started
Describe Alternative: Alternative A 5 Days 2 days Open

Fix Software 3 weeks … Started

Check A 3 weeks … Waiting

Change Documentation, Only 64 phones are … … Started
supported

Chance user documentation: Chapter 2.1 … … Open


1 Month

2 Weeks

1 Week
Overall
From Started to Finish
4 Days
From Open to Start
2 Days

1 Day

0 50 100 150 200


Template Remote Software Check

Check A Check B Check C Leona

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 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
Execute
Visit Service Visit



Leona

Mitigate
Find Problem Cause
Problem


Check A Check B Check C Check D
Visit Service Visit

Remove Add another
template check check


Check A Check B Check C Leona

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
Community Check A
Remote Software Check
Check B Check C
On-Site Hardware Check
Plan Service Service Visit
Visit Execute
Governance Check A Check B Check C Plan Service Service Visit
Visit Execute
Execute
Visit Service Visit


Leona


Problem Leona
identification 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

Group I: Group II:
Patterns of Group III: Group IV:
Cognition and Planning and
knowledge 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 It's 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


(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.


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
Events


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 it

Difference 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 Tools

ACM 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


Ada
Com

Workstream:
Customer
Service Cases

Leona Steve


Ada
Com John

Workstream Workstream

Leona Hugo
Steve Oscar Ben

Workstream Workstream

Coco Emma Daniel


Leona is assigned to two Workstreams


New Top-Level Workitem  Case


New Workitem /Case

Textual Description
Status of Goal


Search Result from two differen Workstreams

New Workitem /Case found


Old Case
Attachments/Content


Detailplanung für dieses Sub-
Workitem Leona

Mitigate
Find the Problem Cause
Problem


Visit Service Visit

Supplier

Detail Planning for …

Detailed Sub-Workitems


Detail Planning for …

Detailed Sub-Sub-Workitems


Leona

Find
Cause


Test new
Negotiate
Supplier
Supplier
Steve
Evaluate Discuss
natives natives

A B

Supplier

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


• Central repository
for knowledge work
• Manage overload and
interruptions
• Clear status
• Anytime, Anywhere
• Report progress
to Manager
• Supervision of staff


Leona

Enable Call forwarding at Customer AdaTech
Create Close
Problem Problem bearbeiten Problem

Analyze Problem Mitigate Problem
Test Modul Test Modul Test
173 403 Connection Deliver Modul 173
Steve
Create Execute Close
Delivery Delivery Delivery
Supplier

CRM Customer Case
Management
Leona

Logistics
Delivery Management


CRM Customer Case
Management


Participant Participant
Role: Buyer Choreography Role: Seller

Public Process Public Process
Buyer Seller

Private Process Buyer Private Process Seller


Logistics
Delivery Management


CRM Customer Case
Management
Leona

Import

Parse Logistics
Mashup Delivery Management


CRM Customer Case
Management
Leona

Automate
Logistics
Delivery Management


Updates from
Workstream


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


Adaptives Case Management
Workflow

ERP Legacy System Partner

Reference
Process Monitoring
Model


Prozess
Service

Business Object Workflow
ACM Service
Service Service


• Requirements Analysis
• Prototype with
Workstream Platform
• Analysis, conclusion, advice
• Between 3 and 10 days
• After that decision to
implement
Workstream Platform in
your company


Managing Unpredictable Processes for Knowledge Workers

Recommended

Recommended

More Related Content

Recently uploaded

Recently uploaded (20)

Featured

Featured (20)

Managing Unpredictable Processes for Knowledge Workers