Measuring soft characteristics of an organization: business proces approach
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Presentation at BPMDS 2007. Discusses the ways of measuring soft characteristics of an enterprise, like level of collaboration, level of stress in working environment, etc.
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Measuring soft characteristics of an organization: business proces approach
- 1. What to predict and how to measure the results of business process related projects ? Ilia Bider, IbisSoft Erik Perjons, Royal Institute of Technology (KTH) Proceedings: http://bit.ly/18d5rje
- 2. What to predict and measure? Money-related properties • productivity • turnover • profit People-related properties: • communication/collaboration • human resource usage • knowledge gathering & sharing
- 3. People-related properties • Collaboration between employees • Collaboration between departments • (De-facto) organizational structure • Quality of planning • Distribution of workload • Stress • Initiativness • Transparancy • Utilization of previous experience • Goal and result awareness
- 4. Model of organization Department Department Department Activity Activity Activity Activity Process
- 5. • Organization • Employees • Departments • Managers • Activities • Process • Process participants Department Department Department Activity Activity Activity Activity Process Model of organization • Goal of the process • Result of the process • Communicate/Collaborate • Activity - carried out as a reaction on events • Activity - planned and carried out • Replanning activitie
- 6. Collaboration between employees • Participation level – the number of employees that have been enganged in the processes divided by the number of activities that have been completed in the processes • Interaction level – the number of completed passes between employees divided by the number of completed transitions • Collaboration between employees – is reflected by the avarage values of participation and interaction level over all processes in an organization Department Department Department Activity Activity Activity Activity Process Pass - a transition between employees Activity
- 7. Collaboration between departments • Interdepartemental participation level – the number of departments that have been engaged in the processes divided by the number of activities that has been completed in the processes • Interdepartemental interaction level – the number of completed interdepartemental passes (between employees from different departments) divided by the number of completed transitions in the processes • Collaboration between departments – is reflected by the avarage values of interdepartemental participaction and interaction level of all processes in an organization Department Department Department Activity Activity Activity Activity Process An inter- departe- mental pass
- 8. De-facto organizational structure Department Department Department Activity Activity Activity Activity Process • Standing (of an employee) – the number of requests issued by an employee divided by the number of request received by the employee. A low value indicates that the employee is governed by others • De-facto organizational structure – is reflected by the distribution of standings over employees. If the differences in standing is high, it is an indication of a hierarchical structure Issue a request – an employee asks somebody to complete an activity
- 9. Quality of planning Department Department Department Activity Activity Activity Activity Process • Re-planning act – the act of changing the timeframe, changing the related employee, or removing an already planned activity • Level of unrealistic planning – number of re-planned acts divided by the number of planned activities
- 10. Distribution of workload Department Department Department Activity Activity Activity Activity Process • Workload – the number of activities completed by an employee • Distribution of workload – reflects how well human resources are used in a given organization, e.g. whether there are overloaded employees, while other are ”underloaded”
- 11. Stress Department Department Department Activity Activity Activity Activity Process • Level of stress – a subjective feeling of an employee that he/she has more activites to complete than he/she can handle • Stressfullness of environment (for an employee) – the number of activities that are planned for an employee divided by the number of completed activities
- 12. Initiativeness Department Department Department Activity Activity Activity Activity Process • Self-assigned activity – an activity completed by an employee and that he/he was not obliged to carry out • Initiativeness – the number of self-assigned activities divided by the total number of completed activities
- 13. Transparency Department Department Department Activity Activity Activity Activity Process • B-visible activity of A – an activity (planned or completed) assigned to employee A that another employee B has the right and possibility to observe • A-transparency – all B-visible activities of A divided by the number of activities (planned or completed) for A • Transparency of all employees – the average value of A-transparency for all employees AB
- 14. Utilization of previous experience Department Department Department Activity Activity Activity Activity Process • Utilization of previous experiences – an act of using information in archives during completion of an activity • Level of utilization of previous experiences – the number of completed activities the involve utilization of previous experiences divided by the number of activities completed Previous experience
- 15. Goal and result awareness Department Department Department Activity Activity Activity Activity Process • Goal awareness – the number of processes for which a process participant know the goal of the processes divided by the number of processes in which the employee participates • Result awareness – the number of finished processes for which a process participant know the result of the processes divided by the number of processes in which the employee participates
- 16. Volume-related parameters • Example of volume-related parameters: – the avarage number of activities per process – the avarage number of started processes per time period – the average of ongoing processes – the avarage number of finished processes per time period • Why do we need volume-related parameters? Department Department Department Activity Activity Activity Activity Process
- 17. Measuring parameters • How to measure – Methods based on investigation of (arti)facts, e.g. mining system logs (if they exists) – Methods based on measuring personal opinions and feelings (interviews and questionnaires) • What to measure – Absolute values – Changes in values
- 18. Questions for a questionnaire Question: Howoftenhave youbeencontactedbycolleagues inyour dailywork, for example toinformabout something, answer a questionor carryout a workingtask? We have divided up the question in four sub-questions depending on categories of colleagues. Markonealternativeineachof thesubquestionsa), b), c)ochd). a) colleagues on your department [ ] never [ ] sometimes [ ] often b) your manager [ ] never [ ] sometimes [ ] often c) colleagues on some other department [ ] never [ ] sometimes [ ] often d) person that you are managing [ ] never [ ] sometimes [ ] often Comment: Thequestionaimsat investigatingthefollowingparameters: Collaboration between employees, Collaboration between departments, De-facto organizational structure. Question: Are you distributing work-related information to your colleagues, even thoughitisnotpartofyourworkingtasks? [ ] always [ ] often [ ] sometimes [ ] never Comment:Thequestionaimsatinvestigatingtheparameter:Initativeness.
- 19. Thank you for your attention! Ilia Bider www.ibissoft.com/English Erik Perjons www.dsv.su.se/en
Editor's Notes
- Now we are going to discuss the people related properties in detail, and we will do that by studying a set of proposed parameters But first I need to mention that we did some simplification in our definitions. Only one employee could be related, or engaged, in one activity. And we did not take into considaration if the activities are qualified or not The first property is collaboration betwen employee. For example, when introducing a process oriented way of working, we can expect the collaboration between people to increase. To measure that we identified two parameters: participation level and interaction level. But first we need another concept: pass The arrows represent a transitions between activities. Pass is a transition but between employees. This arrow represent a pass, while this arrow does not. The same employee is related to the two activities. Instance level or not????? Collaboration can be measured for a certain process type, a department or the whole organisation during a certain time period
- Issue a request – planned or non-planned??? If you have a BPMS you can measure the planned activities Does not say anything about qualified tasks or not
- Check definitions
- Finished completed GOAL AND RESULT AWARENESSS?
- Measure the volume of business. These parameters can be used to normalise the values of other parameters in order to compare the values taken at different times. For example. The main reason for lower stress may be that the number of orders has decreased but the number of employeed remain the same.