Business Process Management and Tool Support: ADONIS

Transcription

1 Business Management and Tool Support: ADONIS Modeling, Optimization, Execution and Monitoring of Business es Presentation, April 29, 2005 TU Vienna Dr. Harald Kühn BOC Information Systems GmbH

2 Part I: Introduction Overview - Company Profile - BPMS: Business Management Systems Part II: Business Modeling -Basics - Example from IT Service Management Area Part III: Business Optimization - Structural and dynamic - Example from Health Care Area Part IV: Business Execution - From Business Modeling to Execution - Example from Insurance Area Part V: Business Monitoring - Business Monitoring Framework - Example from Direct Sales Area Part VI: Summary & Outlook

3 Part I Introduction

4 BOC Company Profile and Business Fields Founded Founded1995, as as a spin spin of of from from the the BPMS BPMS group group at at the the University University of of Vienna Vienna A mix mix of of developers developers and and consultants consultants (Business (Business and and IT IT people) people) With With currently currently employees employees Business Business fields: fields: Software Software Development Development --Development Developmentof of ADONIS ADONIS,, ADOscore ADOscore,, ADOit ADOit,, ADOlog ADOlog,, PROfit PROfit etc. etc. --Development Developmentof of integration integrationmodules (interfaces (interfaces to to Workflow Workflow Management Management Systems, Systems, ERP ERP systems, systems, Groupware, Groupware, web-based web-basedsystems systems etc.) etc.) Services Services and and Consulting Consulting --Consulting Consultingand and implementation implementationof of organizational organizationalchange changeprojects. --Consulting Consultingand and projects projectsin in the the area area of of Strategy Strategy Management, Management, Business Business Management Management and and IT IT Management. Management. --Consulting Consultingand and projects projectsin in the thearea areaof of process processbased application application development. development. --Customizing Customizing of of BOC BOC products products to to customer customer specific specific needs. needs. --Training Training in in methods methods and and tools tools (end (end user, user, train-the-trainer train-the-traineretc.). etc.). --Technical Technical support. support.

5 Company Profile: The BOC Group BOC Group BOC BOC Information Information Technologies Technologies Consulting Consulting GmbH GmbH Vienna BOC Group BOC BOC Information Information Systems Systems GmbH GmbH BOC BOC BOC BOC BOC BOC BOC BOC BOC BOC Unter- Information Information Business Information Unter- Information Information Business Information nehmens- beratung Technologies Technologies Objectives Technologies nehmens- beratung Consulting Consulting Ltd Consulting Consulting EPE Technologies Technologies Objectives Technologies GmbH Consulting Consulting Ltd Consulting Consulting EPE GmbH GmbH Iberica, S.A. GmbH Iberica, S.A. BOC BOC Information Information Technologies Technologies Consulting Consulting Sp.z o.o. Sp.z o.o. Vienna Vienna Berlin Dublin Madrid Athens Warsaw

6 Product Portfolio: IT-based Management Solutions "Software Products for IT Support for Central Management Approaches" Strategy Management Management IT Management BSC Method BPMS Method SCOR Method ITIL Method Strategy and Performance Management Business Management Supply Chain Management IT Service and Architecture Management

7 BPM: Core Elements of (Service) Organizations Product X Products Product component Y Business processes Organizational units : are interdependent : implemented by : affecting the design Information technology

8 The BPMS Paradigm Which products do we offer? Products are realised by Strategic Decision How do we design our business- processes? Business processes Re-Engineering How do we operate our business processes? IT IT operated by Employees Resource Allocation How do we control our (daily) business? How do we evaluate our business? Executed Executed Business Business es Evaluated Evaluated Business Business es Workflow Performance Evaluation

9 The BPMS Subprocesses Strategic Strategic Decision Decision Performance Performance Evaluation Evaluation Workflow Workflow Re Re-Engineering Engineering Resource Resource Allocation Allocation Business Modeling Business Modeling Business Execution Business Execution Business Optimization Business Optimization Business Monitoring Business Monitoring

10 BPMS and Tool Support Management IS Executive IS... Strategic Decision Business Management Tools, e.g. ADONIS Groupware Tools Workflow Tools CASE Tools ERP SW Web Tools... Re-Engineering Resource Allocation Workflow Performance Evaluation

11 Core Activities in the Re-Engineering Motivation of ADONIS components Criteria Selection! Concrete! A Information Acquisition Analysis Design Modelling Evaluation methods are specified by the composition of the core activities (Techniques, modelling formalisms, etc.) tool has to have the ability to be adaptable to changing methods Optim. Model

12 ADONIS: Overview of Components

13 Method Development in ADONIS: Levels Basic functionality extensions... Configuration of the components Modeling Analysis Simulation Meta modeling Document generation... Evaluation...with the use of AdoScript and add-on programming Model evaluation/usage Methodology New application scenarios/ New tools

14 Part II Business Modeling

15 Abstraction Levels in Modeling/Mapping Map Addressees: Chief Executive, Management etc. Business Addressees: Responsible, Manager, Business Expert etc. Workflow ( Macro Flow ) Addressees: IT Specialist, System Architect, Application Developer etc. Micro Flow Addressees: Application Developer, Programmer etc.

16 Views on Business es - Interdependencies What? Functional View Activity Sub process When? Dynamic View Control Flow Information Flow Who? Organizat. View Actor Resource Business Model Product Artefact Content View With what? Times & Costs Probabilities & Stat. Distributions Quantitative View How much? Version Variant Time-oriented View When & what?

17 BPMS Method Func. View Dyn. View Quant. View Content View Org. View

18 LOVEM Method

19 SCOR Method

20 ISO 9000:2000 Method

21 UML Method

22 EPC Method

23 BPMN Method

24 Example IT Service Management Live Example ITIL es

25 Part III Business Optimization

26 Approaches of Business Optimization Structural Optimization: Modeling, Checks, Navigation, Documentation, Queries etc. Dynamic Optimization: Path Analysis, Capacity Analysis, Workload Analysis, Scenario Management etc.

27 Structural Optimization Media Breaks Role Changes Cycles etc.

28 Product Structural Optimization Pro Life Covering... Payment type Survival Death BUZ BUZP BUZR Method Frequency Bank transfer Withdrawal

29 Structural Optimization As-Is es Business Model E-Business es

30 Dynamic Optimization Typical Parameter Quantitative Parameter Times Costs Capacities Other Parameters Resting Time Activity Costs Quantity Calendar Execution Time Actor Costs Workforce Requirement Actor Calendar Waiting Time Transport Time Costs Resource Costs Charge Rates Workload Resource Calendar Probabilities Cycle Time Transaction Costs

31 Dynamic Optimization Path Analysis Simulation of processes without considering the working environment - Expected value of times and costs, cycle time - Critical paths / dead paths - Determination of the potential workforce requirement Σ 0 Path Path 1 Σ = Σ + Σ Path Path 2 Σ Σ 0 = + 2 0

32 Dynamic Optimization Capacity Analysis Simulation with assignment of activities to performers - Exact determination of workforce requirement (capacity planning) - Consideration of personnel costs WE WE model model + BP BP model model Σ Miller Σ 0 Path Path 1 1 = + Σ 1 Σ 0 Σ 1.1 Σ Summer Σ Winter The algorithm assigns a performer Path Path 2 2 = + Σ 2 Σ 0 0

33 Dynamic Optimization Workload Analysis Simulation considering the timeline (queuing model) - Activity and process costs - Capacity planning and workforce management based on process and performer calendars - Initialization phases - Simulates on timeline (in comparison to path and capacity analysis) - Dynamically calculated waiting times Workload Time

34 CALL CENTER Example - Call Center Protocols from ACD Machine. - Online times - Attendance times -Call rates Metrics Metrics of of customer customer satisfaction satisfaction " agents agents Definition Definition of of measurements measurements Execution Execution of of workload workload analysis: analysis: --waiting waiting times times --workloads workloads -costs -costs BP models WE models Creation Creation of of BP BP and and WE WE models models Consider Consider operational operational data data within within models models for for evaluations evaluations "close "close to to reality" reality"

35 Example Health Care Live Example Patient Admission

36 Part IV Business Execution

37 From Business Modeling to Execution Business Modelling XXXX XXXX XXXXXXXXXXX XXXXXXXXXXX XXXX EMI Enterprise Model Integration IT Modelling XXXX XXXX XXXXXXXXXXX XXXXXXXXXXX XXXX XXXX XXXXXXXXXXXXXXXXXXXX XXXX XXXX XXXXXXXXXXXXXXXXXXXX XXXX XXXX XXXXXXXXXXXXXXXXXXXX... XXXX XXXX XXXXXXXXXXX XXXXXXXXXXX XXXXXXXXXXX XXXXXXXXXXX XXXXXXXXXXX XXXXXXXXXXX and others IT Integration Communication and Interaction Rules Data Format Translation... and others Target System Level BPEL etc. WebSphere WF WORKFLOW FileNet DMS etc. etc. Lotus Notes GROUPWARE etc. case/4/0, Rose CASE SAP R/3 ERP etc.... and others EAI Enterprise Application Integration Execution... and others

38 From Business Modeling to Execution 3 examples of process technologies: Workflow Technology ERP Technology E-Business Technology

39 Workflow Technology: Evolution of Application Development Past Present Present/ Future Application = Application = Application = Workflow Technology Program Functionality + Control + Functionality Modeling Internal Representation Execution Storage + Storage

40 Workflow Modeling: Basic Modeling Concepts Build-Time Component Graphical Editor Internal Representation Action... Actor... Program... Action... Actor... Program... File Representation WMS- Objects WMS-DB Run-Time Component

41 From Business Graph to Execution Graph Business Graph (business process modeling language) Workflow Graph (e.g. extended business process modeling language) Definition Execution Graph (set of different modeling languages) Legacy System, no modeling UML Models Reference Models of ERP System

42 Workflow-based Enterprise Application Integration Business Graph (e.g. within ADONIS ) Execution Graph (executed by WMS's Runtime) modeled by Business Specialist completed by IT Specialist Groupware Legacy System (1) Legacy System (2) SAP

43 Workflow Technology: Interest Applications are inherently workflow-based Interest & Market Evolution "Diffusion" in other domains (Groupware, Standard Software, Web Technologies...) x Year

44 Implementing Business es with ERP Technology 1/4 Explicit representation of the business and the IT view! Useof thesap R/3 reference processes Business view: Workflow-oriented What is everything that has to be done? IT View: Event oriented Simulation: Volume analysis Capacity analysis costs calculation Analysis: Costs Times... What does R/3 do and how does it do it?

45 Implementing Business es with ERP Technology 2/4 Explicit representation of business and IT views! Use of the SAP R/3 reference processes Direct call of SAP R/3 transactions Themes: # Representation of of business processes # Representation of of IT IT processes # Mapping # Requirements definition # Documentation of of IT IT functions # Integration of of external documents # Direct call of of SAP R/3 transactions # Customizing of of the documentation Business process Mapping IT process Documentation of IT functions Integration of external documents Definition of business requirements

46 Implementing Business es with ERP Technology 3/4 If R/3 Functionality is not sufficient: SAP-Standard Standard + Add On Programming (ABAP) Creation of new process objects: Enhancement of existing processes Definition and documentation of requirements + External Add On Programming (e.g. usinge UML etc.)

47 Implementing Business es with ERP Technology 4/4 Business Platform IT Platform Reference es in EPC Notation ASAP Method 3 Model es, Define Techn. Requirements Prototyping etc. Requirements Definition 4 Model Business es, Define Requirements on Business Level etc. ABAP Requirements Definition ERP Add On Programming UML 5 6 Interfaces Individual Software Development 1 ERP Development Resources Value SAP ASAP -Blue Prints - Documentation 2 ERP Configuration Data Implementation Guide (IMG) - Customizing Tables ABAP CASE-Tools - Rational Rose - case/4/0 - objectif -etc. ERP Runtime Environment

48 Realization of E-Business Applications 1/2 Strategy Business models Design Products Business processes Clerks/Roles Application architecture Realization Product data Executable processes Rights Competences Application modelling Evaluation IT infrastructure Execution Productive execution environment Audits

49 Realization of E-Business Applications 2/2 Live Example B2B Insurance Platform

50 Part V Business Monitoring

51 Workflow-based Business Monitoring Strategic Decision Strategic Level Commitment to Balanced Scorecard Strategic Goals and Tools General Conditions Management IS Prod. Proc. Org. IT Executive IS... Business Level Re-Engineering Model-based Design of Core Elements Prod. Proc. Org. IT Performance Evaluation Business Management Tools Metamodeling Tools Simulation Tools Analysis Tools... Analysis and Evaluation of Core Elements Implementation Level Resource Allocation Implementation of Core Elements Prod. Proc. Org. IT Prod. Proc. Org. IT Metamodeling Tools Customizing Tools CASE Tools Workflow Tools Code Generators Integrated Development Environments... Execution Level Workflow Execution of Business es Prod. Proc. Org. IT Operational Data Existing Applications Standard Software Workflow Technology Groupware Technology Object Technology... Junginger et al. (2004): Workflow Handbook 2004

52 Levels in Workflow-based Business Monitoring Strategic Level ( Scorecard) P1 P2 Pn... 1:n Aggregation Tactical Level ( Types) Aggregation of Instances of Type 1 1:n Aggregation Aggregation of Instances of Type 2... Aggregation of Instances of Type n Operational Level ( Instances) Instances of Type 1 Instances of Type 2 Instances of Type n 1:1 Mapping Runtime Environment (Execution Data) Data Source 1 Data Source 2 Data Source 3... Data Source n Junginger et al. (2004): Workflow Handbook 2004

53 Workflow-based Monitoring: Operational Level Instances

54 Workflow-based Monitoring: Tactical Level Scenario: The business process models serve as "business guideline" into operational data Excel Sheets O F F L & I N E O N L I N E or optional Snapshot Database (with operational data) DB 1 DB 2... DB n

55 Workflow-based Monitoring: Strategic Level $ Generation of Management- und Controlling-Cockpits from model and operational data.

56 Workflow-based Monitoring: Direct Sales Example Strategic Monitoring Customer care (critical success factor) Minimize complaints (strategic goal) Complaints per order (performance indicator) Complaints (KPI) div Number of orders (KPI) Tactical Monitoring Order flow (business process) Cycle time (KPI) Complaints (KPI) Number of orders (KPI) Operational Monitoring Order flow (workflow process) Cycle time (KPI) Complaints (KPI) Adaptor to legacy application Number of orders (KPI) Junginger et al. (2004): Workflow Handbook 2004

57 Workflow-based Monitoring: Example of Cockpit 1/2

58 Workflow-based Monitoring: Example of Cockpit 2/2

59 Part V Summary & Outlook

60 Business es are Knowledge A business process is not only a logical a logical sequence of activities,, which is executed by roles at a certain point of time at a certain place... but......the know how platform of a corporation... and is realized by value chains, which serve for achieving the strategic company goals. (Karagiannis 2000)

61 Some Predictions Creation of corporation-wide, model-based Know-How-Pools. Business processes are the "cement" for Enterprise Application Integration (EAI). Models get a central part of IT applications. Combination of modeling paradigms (e.g. descriptive-, decision support-, predictive models etc.). Online Monitoring and Benchmarking according to enterprise models (business processes, scorecards etc.).

62 Thank you very much for your attention! Dr. Harald Kühn BOC Information Systems GmbH Rabensteig 2 A-1010 Vienna Tel.: Fax: [email protected]