Fundamentals of Business Process Management

Transcription

1 Marlon Dumas Marcello La Rosa Jan Mendling Hajo A. Reijers Fundamentals of Business Process Management Springer

2 1 Introduction to Business Process Management Processes Everywhere Ingredients of a Business Process Origins and History of BPM The Functional Organization The Birth of Process Thinking The Rise and Fall of BPR The BPM Lifecycle Recap Solutions to Exercises Further Exercises Further Reading 31 2 Process Identification Focusing on Key Processes The Designation Phase The Evaluation Phase Designing a Process Architecture Identify Case Types Identify Functions for Case Types Construct Case/Function Matrices Identify Processes Complete the Process Architecture Recap Solutions to Exercises Further Exercises Further Reading 60 3 Essential Process Modeling First Steps with BPMN Branching and Merging Exclusive Decisions 67 xiii

3 xiv Contents Parallel Execution Inclusive Decisions Rework and Repetition Information Artifacts Resources Recap Solutions to Exercises Further Exercises Further Reading 95 4 Advanced Process Modeling Process Decomposition Process Reuse More on Rework and Repetition Parallel Repetition Uncontrolled Repetition Handling Events Message Events Temporal Events Racing Events Ill 4.5 Handling Exceptions Process Abortion Internal Exceptions External Exceptions Activity Timeouts Non-interrupting Events and Complex Exceptions Interlude: Event Sub-processes Activity Compensation Processes and Business Rules Process Choreographies Recap Solutions to Exercises Further Exercises Further Reading Process Discovery The Setting of Process Discovery Process Analyst Versus Domain Expert Three Process Discovery Challenges Profile of a Process Analyst Discovery Methods Evidence-Based Discovery Interview-Based Discovery Workshop-Based Discovery Strengths and Limitations 165

4 xv 5.3 Process Modeling Method Identify the Process Boundaries Identify Activities and Events Identify Resources and Their Handovers Identify the Control Flow Identify Additional Elements Process Model Quality Assurance Syntactic Quality and Verification Semantic Quality and Validation Pragmatic Quality and Certification Modeling Guidelines and Conventions Recap Solutions to Exercises Further Exercises Further Reading Qualitative Process Analysis Value-Added Analysis Value Classification Waste Elimination Root Cause Analysis Cause-Effect Diagrams Why-Why Diagrams Issue Documentation and Impact Assessment Issue Register Pareto Analysis and PICK Charts Recap Solutions to Exercises Further Exercises Further Reading Quantitative Process Analysis Performance Measures Process Performance Dimensions Balanced Scorecard Reference Models and Industry Benchmarks Flow Analysis Calculating Cycle Time Using Flow Analysis Cycle Time Efficiency Cycle Time and Work-In-Process Other Applications and Limitations of Flow Analysis Queues Basics of Queueing Theory M/M/l and M/M/c Models Limitations of Basic Queueing Theory 234

5 7.4 Simulation Anatomy of a Process Simulation Input for Process Simulation Simulation Tools A Word of Caution Recap Solutions to Exercises Further Exercises Further Reading 250 Process Redesign The Essence of Process Redesign Why Redesign? What Is Redesign? The Devil's Quadrangle How to Redesign? Heuristic Process Redesign Customer Heuristics Business Process Operation Heuristics Business Process Behavior Heuristics Organization Heuristics Information Heuristics Technology Heuristics External Environment Heuristics The Case of a Health Care Institution Sending Medical Files by Post Periodic Meetings Requesting Medical Files Product-Based Design Analysis: Creating a Product Data Model Design: Deriving a Process from a Product Data Model Recap Solutions to Exercises Further Exercises Further Reading 295 Process Automation Automating Business Processes Business Process Management Systems Architecture of a BPMS The Case of ACNS Advantages of Introducing a BPMS Workload Reduction Flexible System Integration Execution Transparency Rule Enforcement 312

6 xvii 9.3 Challenges of Introducing a BPMS Technical Challenges Organizational Challenges Turning Process Models Executable Identify the Automation Boundaries Review Manual Tasks Complete the Process Model Bring the Process Model to an Adequate Granularity Level Specify Execution Properties The Last Mile Recap Solutions to Exercises Further Exercises Further Reading Process Intelligence Process Execution and Event Logs The Perspective of Participants on Process Execution The Perspective of the Process Owner on Process Execution Structure of Event Logs Challenges of Extracting Event Logs Automatic Process Discovery Assumptions of the «-Algorithm The Order Relations of the a-algorithm The a-algorithm Robust Process Discovery Performance Analysis Time Measurement Cost Measurement Quality Measurement Flexibility Measurement Conformance Checking Conformance of Control Flow Conformance of Data and Resources Recap Solutions to Exercises Further Exercises Further Reading 382 References 385 Index 391