Research about the relationship between Lean Office and BPM Case Management.

1. Lean principles in Case Management Master thesis / Information Science Bjorn Visser October 07, 2009

2. Agenda Introduction Method Conclusion

3. 1. Introduction: Research question How could BPM Case Management principles be applied to support knowledge workers in the Lean Office, and how can BPM Case Management solution be improved by leveraging Lean principles?

4. 1. Introduction: First positioning Lean BPM

5. 1. Introduction: Basic framework a) Way of thinking b) Way of modelling Way of describing e) Way of learning d) Way of controlling Way of conceiving c) Way of working f) Way of supporting Seligmann et al, 1989

6. Agenda Introduction Method Conclusion

7. Agenda Introduction Method Lean Office principles BPM Case Management principles Synergy / Support Improve Conclusion

8. 2. Method: Lean Manufacturing Craft production Mass production Lean production: Elimination of waste Maximize flow Lean Craft Customisation Mass Volume

9. 2. Method: Lean Office 1/4 Lean Office: Work can be done simultaneously Activity times are relatively variable and complex to manage

10. 2. Method: Lean Office 2/4 Patton & Donnellan, 2008

11. 2. Method: Lean Office 3/4

12. 2. Method: Lean Office 4/4 a) Way of thinking 1 2 3 4 5 6 8 9 10 11 15 17 b) Way of working 1 2 6 7 9 10 4 8 12 13 11 13 14 11 15 18 16 17 18 16 18 e) Way of learning d) Way of controlling c) Way of modelling 1 Way of describing Way of conceiving f) Way of supporting

13. Agenda Introduction Method Lean Office principles BPM Case Management principles Synergy / Support Improve Conclusion

14. 2. Method: Business Process Management (BPM) Total Quality Management (TQM) Business Process Re-engineering (BPR) Business Process Management (BPM) Continuity and flexibility

16. Knowledge intensive

18. 2. Method: BPM Case Management 3/4

19. 2. Method: BPM Case Management 4/4 a) Way of thinking F J b) Way of working F I M N J E F G E F N H J K e) Way of learning d) Way of controlling L M c) Way of modelling A F Way of describing F Way of conceiving f) Way of supporting C D E F G A B J K L H I M

20. Agenda Introduction Method Lean Office principles BPM Case Management principles Synergy / Support Improve Conclusion

21. 2. Method: Synergy 1/2 a) Way of thinking 1 2 3 4 5 6 8 9 10 11 15 17 F J b) Way of working 1 2 6 7 9 10 4 8 12 13 11 13 14 11 15 18 16 17 18 16 18 F I M J E e) Way of learning d) Way of controlling N E F G F N c) Way of modelling H J K 1 A F Way of describing L M Way of conceiving F f) Way of supporting C D E F G A B J K L H I M

22. 2. Method: Synergy 2/2

23. 2. Method: Synergy clusters

24. 2. Method: Synergy cluster selection IV Optimized Flow & Pull Systems

26. Reduce lead-time

28. Twelve best practices Five best practices covered by Calamity. Case information should be stored in the case itself Production should be triggered by downstream One best practice to improve Calamity with current solution The case flow should be continuously monitored. Six best practices in which ways Cordys can improve its product The customer demand should be leveled to protect a balanced flow. Lean designer should be supported by an online interactive simulation capability

29. Agenda Introduction Method Lean Office principles BPM Case Management principles Synergy / Support Improve Conclusion

30. 2. Method: Best practice Lean designer should be supported by an online interactive simulation capability De Man, 2009

31. 2. Method: Best practice

32. Agenda Introduction Method Lean Office principles BPM Case Management principles Synergy / Support Improve Conclusion

33. 3. Conclusion Research question: How could BPM Case Management principles be applied to support knowledge workers in the Lean Office, and how can BPM Case Management solution be improved by leveraging Lean principles? Further research Investigating of other clusters Business Process Lean Management (BPLM)

34. Thanks Questions