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Process-Aware Task Management Support for Knowledge-Intensive Business Processes: Findings, Challenges, Requirements 
Pres...
Nicolas Mundbrod, nicolas.mundbrod@uni-ulm.deInstitute of Databases and Information Systems (DBIS) 
http://www.uni-ulm.de/...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Agenda 
1.Prob...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Knowledge-inte...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Real world exa...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Recap: Charact...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Recap: Intende...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Agenda 
1.Prob...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Methodology 
S...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
… 
Methodology...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Objective: Coo...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Agenda 
1.Prob...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Case Studies 
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Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Automotive E/E...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Automotive E/E...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Agenda 
1.Prob...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Findings 
No. ...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Findings 
Sept...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Agenda 
1.Prob...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Challenges 
Se...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
C1 –Meta-Model...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
C2 –Lifecycle ...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Agenda 
1.Prob...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Requirements 
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Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 
Requirements ...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 
Requirements ...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 
Requirements ...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 
Requirements ...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 
Requirements ...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 
Requirements ...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Agenda 
1.Prob...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Conclusion 
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Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
Thank you 
for...
Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 
References 
•R...
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Process-Aware Task Management Support for Knowledge-Intensive Business Processes: Findings, Challenges, Requirements

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The operational support of knowledge-intensive business processes constitutes a big challenge. In particular, this process type is characterized as non-predictable, emergent, goal- oriented, and knowledge-creating. Today, knowledge-intensive business processes are solely driven by professionals utilizing their skills and expertise whereas no support is provided by process- aware information systems. In particular, the management of knowledge-intensive tasks (i.e., defining, updating, distributing, enacting, monitoring and assessing of tasks) is still accomplished manually by the knowledge workers based on pen and paper with the well-known drawbacks. This work presents two case studies of knowledge-intensive business processes. Based on the insights gained from these studies, we derive the core challenges as well as the requirements for an process-aware information system supporting knowledge workers in the management of the tasks emerging in the context of knowledge-intensive business processes.

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Process-Aware Task Management Support for Knowledge-Intensive Business Processes: Findings, Challenges, Requirements

  1. 1. Process-Aware Task Management Support for Knowledge-Intensive Business Processes: Findings, Challenges, Requirements Presentation at the 3rd Int’l Workshop on Adaptive Case Management and other non-workflow approaches to BPM (AdaptiveCM'14), EDOC’14, Ulm, Germany. Nicolas Mundbrod& Manfred Reichert, Institute of Databases and Information Systems (DBIS), Ulm University
  2. 2. Nicolas Mundbrod, nicolas.mundbrod@uni-ulm.deInstitute of Databases and Information Systems (DBIS) http://www.uni-ulm.de/dbis © All rights reserved.
  3. 3. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Agenda 1.Problems 2.Methodology 3.Case Studies 4.Findings 5.Challenges 6.Requirements 7.Conclusion September 9, 2014 Nicolas Mundbrod 3
  4. 4. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Knowledge-intensive Business Processes(KiBPs) Knowledge-intensive processes (KiBPs) are processes whose conduct and execution are heavily dependent on knowledge workersperforming various interconnected knowledge intensive decision making tasks. KiBPsare genuinely knowledge, information and data centric and require substantial flexibility at design-and run-time. cf. R. Vaculinet al, 2011 September 9, 2014 Nicolas Mundbrod 4
  5. 5. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Real world example of KiBPs Design and realization of a new car –Many different phases in a period of years –Thousands of stakeholders –Millions of tasks –And usually much trouble… September 9, 2014 Nicolas Mundbrod 5
  6. 6. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Recap: Characteristics of KiBPs C2: Goal Orientation -Integrative factor of KiBPs -Goals resp. subgoals/milestones C3: Emergence of work -Continuous planning & performance of actions -Proximity of time C4: Growing knowledge base -Common information base -Individual knowledge growth C1: Uncertainty -Influencing factors -characteristic per definition September 9, 2014 Nicolas Mundbrod 6 cf. Mundbrodet al, 2013
  7. 7. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Recap: IntendedLifecycleSupport September 9, 2014 Nicolas Mundbrod 7 cf. Mundbrodet al, 2013
  8. 8. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Agenda 1.Problems 2.Methodology 3.Case Studies 4.Findings 5.Challenges 6.Requirements 7.Conclusion September 9, 2014 Nicolas Mundbrod 8
  9. 9. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Methodology September 9, 2014 Nicolas Mundbrod 9 cf. Pefferset al, 2006
  10. 10. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 … Methodology September 9, 2014 Nicolas Mundbrod 10 Step 1 Step 2 Step 3 Step 4 Case studies and analysis of existing literature Deduction of key Findings F1-F14 Deduction of key Challenges C1-C8 Deduction of key Requirements R1-R25 … Objectives of a solution
  11. 11. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Objective: Coordinative Support for knowledge workers (proCollab) How do knowledge workers … –cope with the constant uncertainty induced by intertwined influencing factors? –deal with goals? –accomplish the frequent change between planning and working? –manage the process-related knowledge? September 9, 2014 Nicolas Mundbrod 11
  12. 12. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Agenda 1.Problems 2.Methodology 3.Case Studies 4.Findings 5.Challenges 6.Requirements 7.Conclusion September 9, 2014 Nicolas Mundbrod 12
  13. 13. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Case Studies September 9, 2014 Nicolas Mundbrod 13 & Automotive E/E Development Processes Patient Treatment Processes cf. Tiedekenet al, 2013 cf. Prysset al, 2014
  14. 14. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Automotive E/E Development Processes Goal: develop a new E/E car component Duration:unpredictable, usually 3-4 year Participants: static project management + dynamically involved stakeholders Resources:abundance of digital information + hardware prototypes Process:V model, hierarchically and concurrently applied September 9, 2014 Nicolas Mundbrod 14
  15. 15. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Automotive E/E Development Processes September 9, 2014 Nicolas Mundbrod 15
  16. 16. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Agenda 1.Problems 2.Methodology 3.Case Studies 4.Findings 5.Challenges 6.Requirements 7.Conclusion September 9, 2014 Nicolas Mundbrod 16
  17. 17. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Findings No. FindingName KeyContent F1 Goals Integratingfactor; static vs. dynamic; explicit vs. implicit F2 Methodologies Coarse-grained overall process; quality assurance; explicitvs. implicit F3 Tasks Most central objects;aligned to goals; granularity; differently managed F4 Events Driving planning (tasks) and actual work; internal vs. external F5 To-do Lists Activecoordination; personal, organizational, dynamic tool; prospective F6 Checklists Quality assurance; organizational, standardized, static tool; retrospective F7 Compliance Regulative constraints like laws or even best practices; limitsactions F8 Communication Indispensable part of task managementin KiBPs; determines direction F9 Documentation Essential for effective task management, but neglected and error-prone F10 Dynamic Teams Integrationof stakeholders on demand; problematic context switches F11 Awareness Crucial to knowwhere information reside and whether an event occurs F12 Supporting Processes Interwoven standardized and knowledge-intensiveprocesses F13 Existing IT-Support Abundance of standard software manuallyinterconnected F14 Reutilization No analysissince lack of integrated task management (distributed) September 9, 2014 Nicolas Mundbrod 17
  18. 18. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Findings September 9, 2014 Nicolas Mundbrod 18
  19. 19. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Agenda 1.Problems 2.Methodology 3.Case Studies 4.Findings 5.Challenges 6.Requirements 7.Conclusion September 9, 2014 Nicolas Mundbrod 19
  20. 20. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Challenges September 9, 2014 Nicolas Mundbrod 20 No. Challenge Name RelatedFindings C1 Meta-Model Design Goals (F1), Methodologies (F2), Tasks (F3), To-do lists (F5), Checklists (F6), Compliance (F7) C2 Lifecycle Support Existing IT Support (F13), Reutilization (F14) C3 Variability Support Tasks (F3), Existing IT Support (F13), Reutilization (F14) C4 Context Support Tasks (F3), Compliance (F7), Dynamic Teams (F10), Awareness (F11), Existing IT Support (F13) C5 View Support Tasks (F3), To-do lists (F5), Checklists (F6), Existing IT Support (F13) C6 Authorization Support Tasks (F3), To-do lists (F5), Checklists (F6), Dynamic Teams (F10) C7 Synchronization Support Tasks (F3), Events (F4), To-do lists (F5), Checklists (F6), Communication (F8), Documentation (F9), Awareness (F11) C8 Integration Support Communication (F8), Documentation (F9), Awareness (F11), Supporting Process (F12), Existing IT Support (F13)
  21. 21. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 C1 –Meta-Model Design •Design of an appropriate meta-model most essential challenge •Findings F3, F5, and F6 (Tasks, To-do lists, Checklists) underline need for a task-centric model •Support of the well-known presentations as to-do lists and checklists •A meta-model must comprise –Modeling language –Run time semantics of modelled entities •Domain-specific vs. generic approaches •Interesting approach: –Case Management Model and Notation (CMMN) September 9, 2014 Nicolas Mundbrod 21
  22. 22. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 C2 –Lifecycle Support A proper lifecycle support comprises various sub-challenges: 1.Definition of beneficial Collaboration Templates 2.Determination of the current state of a Collaboration Instance to provide support 3.Analysis of Collaboration Records and drawing of the rightconclusions 4.Preparation of Collaboration Records to provide insights in the future September 9, 2014 Nicolas Mundbrod 22
  23. 23. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Agenda 1.Problems 2.Methodology 3.Case Studies 4.Findings 5.Challenges 6.Requirements 7.Conclusion September 9, 2014 Nicolas Mundbrod 23
  24. 24. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Requirements ID Challenge Name Derived Requirements Related Findings C1 Meta-Model Design R1 –R5 F1-F3, F5-F7 C2 Lifecycle Support R6 –R11 F13, F14 C3 Variability Support R12 –R15 F3, F13,F14 C4 Context Support R16 –R17 F3, F7, F10, F11, F13 C5 View Support R18 –R19 F3, F5, F6, F13 C6 Authorization Support R20 F3, F5, F6, F10 C7 Synchronization Support R21 –R23 F3-F6, F8, F9, F11 C8 Integration Support R24 –R25 F8, F9, F11-F13 September 9, 2014 Nicolas Mundbrod 24
  25. 25. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 Requirements R6-R11 of Challenge C2 – Lifecycle Support R6: Lifecycle Entities • Meta-model must comprise Collaboration Templates, Instances and Records • Functionality to manage the entities must be offered September 9, 2014 Nicolas Mundbrod 25 CCCTTT CCCTIT CCCRTT
  26. 26. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 Requirements R6-R11 of Challenge C2 – Lifecycle Support R7: Collaboration Instance Archiving • Powerful concept to archive Collaboration Instances • Preparation required to let Records be leveraged during design and run time September 9, 2014 Nicolas Mundbrod 26 CCCTTT CCCTIT CCCRTT Tags: - development - ECU
  27. 27. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 Requirements R6-R11 of Challenge C2 – Lifecycle Support R8: Collaboration Schema Evolution • Migration of Instances must be possible as soon as Collaboration Template has been changed September 9, 2014 Nicolas Mundbrod 27 CCCTTT CCCTIT CCCRTT change and migrate! propagate inform users cf. Rinderle et al, 2004
  28. 28. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 Requirements R6-R11 of Challenge C2 – Lifecycle Support R9: Collaboration Instance Generalization • A generalization of a Collaboration Instance (or collection) into a Collaboration Template has to be supported September 9, 2014 Nicolas Mundbrod 28 CCCTTT CCCTIT CCCRTT finalize template generalize make a template
  29. 29. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 Requirements R6-R11 of Challenge C2 – Lifecycle Support R10: Run-time Recommendations • Run-time planning support based the analysis of Collaboration Templates, Instances, and Records September 9, 2014 Nicolas Mundbrod 29 CCCTTT CCCTIT CCCRTT provide recommendations
  30. 30. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCM Workshop 2014 Requirements R6-R11 of Challenge C2 – Lifecycle Support R11: Version Control • Collaboration Templates and Instances have to managed by version control September 9, 2014 Nicolas Mundbrod 30 CCCTTT CCCTIT CCCRTT
  31. 31. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Agenda 1.Problems 2.Methodology 3.Case Studies 4.Findings 5.Challenges 6.Requirements 7.Conclusion September 9, 2014 Nicolas Mundbrod 31
  32. 32. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Conclusion •The work also unveiled conflicting requirements, e.g., –Expressiveness of the meta-model vs. user encouragement (understandability) •Findings F1-F14 may be compared to other case studies by the community •Key challenges and the set of 25 core requirements allow for –The purposeful development of new solutions –Evaluation of existing solutions regarding their suitability •Outlook: proCollabprototype in development September 9, 2014 Nicolas Mundbrod 32
  33. 33. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 Thank you for your kind attention! Please feel free to ask questions and give remarks! September 9, 2014 Nicolas Mundbrod 33
  34. 34. Process-Aware Task Management Support for Knowledge-Intensive Business Processes | AdaptiveCMWorkshop 2014 References •R. Vaculinet al, 2011: R. Vaculin, R. Hull, T. Heath, C. Cochran, A. Nigam, and P. Sukaviriya, “Declarative business artifact centric modeling of decision and knowledge intensive business processes,” in 15th IEEE International Enterprise Distributed Object Computing Conference (EDOC 2011), pp. 151–160. •Mundbrod et al, 2013: N. Mundbrod, J. Kolb, and M. Reichert, “Towards a system support of collaborative knowledge work,” in Business process management workshops, ser. LNBIP, vol. 132. Springer, 2013. •Pefferset al, 2006: K. Peffers, T. Tuunanen, M. A. Rothenberger, and S. Chatterjee, “A design science research methodology for information systems research,” Journal of management information systems, vol. 24, no. 3, pp. 45– 77, 2007. •Prysset al, 2014: R. Pryss, N. Mundbrod, D. Langer, and M. Reichert, “Supporting medical ward rounds through mobile task and process management,” Information Systems and e-Business Management, 2014. •Tiedekenet al, 2013: J. Tiedeken, M. Reichert, and J. Herbst, “On the integration of electrical/ electronic product data in the automotive domain,” Datenbank-Spektrum, vol. 13, no. 3, pp. 189–199, 2013. •Rinderleet al, 2014: S. Rinderle, M. Reichert, and P. Dadam, “Flexible support of team processes by adaptive workflow systems,” Distributed and Parallel Databases, vol. 16, no. 1, pp. 91–116, 2004. September 9, 2014 Nicolas Mundbrod 34

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