introduction to workflow basic concepts © ed green penn state university penn state university all...
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Introduction to Introduction to WorkflowWorkflow
Basic ConceptsBasic Concepts
© Ed Green© Ed Green
Penn State UniversityPenn State University
All Rights Reserved All Rights Reserved
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Topics and ObjectivesTopics and Objectives Topics to be coveredTopics to be covered
DefinitionsDefinitions IssuesIssues Process as a conceptProcess as a concept Business ProcessesBusiness Processes Business Process Business Process
ManagementManagement Business Process Business Process
RedesignRedesign Workflows and Workflows and
Workflow Management Workflow Management SystemsSystems
Workflow ManagementWorkflow Management
ObjectivesObjectives Provide definitions and Provide definitions and
explanations ofexplanations of WorkflowWorkflow ProcessProcess Business ProcessBusiness Process Workflow ManagementWorkflow Management Workflow Management Workflow Management
SystemsSystems Introduce basic Introduce basic
workflow conceptsworkflow concepts
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Workflow – A Definition and Workflow – A Definition and Associated IssuesAssociated Issues
DefinitionDefinition WorkflowWorkflow – a specific type of business process – a specific type of business process
that organizes that organizes bothboth work and associated work and associated resourcesresources
Key associated issuesKey associated issues1.1. Ability to adequately model workflows Ability to adequately model workflows
Modeling is an essential activity to support Modeling is an essential activity to support associated reasoningassociated reasoning
2.2. Design of workflow and business process Design of workflow and business process interconnectioninterconnection
3.3. Performance assessment of workflow processesPerformance assessment of workflow processes MeasurrandsMeasurrands Methods and techniquesMethods and techniques
4.4. Allocation of resources in an operational Allocation of resources in an operational environmentenvironment
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The Concept of Process and The Concept of Process and its Evolutionits Evolution
Definition Definition ProcessProcess – an organized set of steps that describes – an organized set of steps that describes
and governs the delivery of a product or service and governs the delivery of a product or service to a consumerto a consumer
Processes have always existedProcesses have always existed Evolved from the general to the specificEvolved from the general to the specific
Worker’s Worker’s focusfocus
Worker’s Worker’s capabilitiescapabilities
Entire process Entire process for all productsfor all products
Pure generalistPure generalist
PrehistoricPrehistoric
Entire process - Entire process - single productssingle products
IntermediateIntermediatespecialistspecialist
Ancient Ancient Middle Ages Middle Ages
Single part of aSingle part of aprocess for a process for a single productsingle product
Pure specialistPure specialist
Industrial timesIndustrial times Information AgeInformation Age
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Modern Meaning of ProcessModern Meaning of ProcessThe Information Age ViewThe Information Age View
Today’s world of workToday’s world of work Both specialists and generalists – working Both specialists and generalists – working
together to meet business objectivestogether to meet business objectives Business emphasisBusiness emphasis
FasterFaster SmallerSmaller More efficientMore efficient More productiveMore productive
As a resultAs a result Fine-tuningFine-tuning Down-sizingDown-sizing Re-engineeringRe-engineering Value-addingValue-adding Re-aligningRe-aligning
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On a Practical LevelOn a Practical Level Operationally an emphasis on process-Operationally an emphasis on process-
centered decisionscentered decisions Difficulties aboundDifficulties abound
Managing business processes is difficultManaging business processes is difficult Analogous to solving mathematical optimization Analogous to solving mathematical optimization
problemsproblems Significant intellectual challengeSignificant intellectual challenge
Research community supportResearch community support LogisticsLogistics Operations ResearchOperations Research Information EngineeringInformation Engineering
New discipline – New discipline – Business Process Business Process ManagementManagement – includes workflow – includes workflow
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Workflow – Key Workflow – Key QuestionsQuestions
The modeling process – what is necessary to The modeling process – what is necessary to model workflow?model workflow?
The efficiency process – how can efficiencies The efficiency process – how can efficiencies be embedded in a new or redesigned be embedded in a new or redesigned workflow process?workflow process?
The measurement process – how can The measurement process – how can workflow be measured?workflow be measured? PredictivePredictive PracticePractice
The resource allocation process – how to The resource allocation process – how to assign resources to a workflow?assign resources to a workflow?
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Workflow and Workflow and RelationshipsRelationships
Business processBusiness process – the organized set – the organized set of steps for conducting the business of steps for conducting the business of the organizationof the organization
Workflow processWorkflow process – the organized set – the organized set of steps for performing the work of steps for performing the work needed to support the conduct of needed to support the conduct of businessbusiness
Project Management processProject Management process – the – the organized set of steps for managing organized set of steps for managing the performance of workthe performance of work
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Workflows and Workflows and RelationshipsRelationships
WorkflowWorkflow
Pro
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Pro
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Man
ag
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an
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t Bu
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Pro
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Pro
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Workflow, projectWorkflow, projectmanagement, andmanagement, andbusiness processesbusiness processesare interrelated.are interrelated.
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Workflow and RelationshipsWorkflow and RelationshipsMaking the ConnectionMaking the Connection
Business process encapsulated as a set of Business process encapsulated as a set of rules rules (business rules)(business rules)
Project management process encapsulated Project management process encapsulated a set of oriented tasks with resource a set of oriented tasks with resource (performer and time) allocations (performer and time) allocations (critical (critical path networks)path networks)
Workflow processes encapsulated as a Workflow processes encapsulated as a mapping of products/sub-products and mapping of products/sub-products and associated services/responsibilities associated services/responsibilities (work (work network)network) Analogous to a telecommunications networkAnalogous to a telecommunications network
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Workflow and its Workflow and its PlacementPlacement
Initial perspective – manufacturing and the Initial perspective – manufacturing and the production and delivery of (hard) goodsproduction and delivery of (hard) goods
Expanded perspective – creation of services and the Expanded perspective – creation of services and the delivery of (soft) goodsdelivery of (soft) goods
Information Age perspectiveInformation Age perspective Support production and delivery of goods and servicesSupport production and delivery of goods and services Provide automated capabilities in support of larger Provide automated capabilities in support of larger
business objectives business objectives Improved efficiencyImproved efficiency Increased productivityIncreased productivity Reduced costsReduced costs
Support the improved development delivery of Support the improved development delivery of information solutions information solutions
Meet schedule and cost commitmentsMeet schedule and cost commitments Approach zero defect (6 sigma, or 6Approach zero defect (6 sigma, or 6σσ) achievement ) achievement
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Business ProcessBusiness Process DefinitionsDefinitions
Business ProcessBusiness Process – – A set of logically related tasks performed to A set of logically related tasks performed to
achieve a defined business outcomeachieve a defined business outcome A collection of activities utilizing one or more A collection of activities utilizing one or more
kinds of input to create an output that is of kinds of input to create an output that is of value to a consumer (customer or user)value to a consumer (customer or user)
OutcomeOutcome – the goods produced and/or – the goods produced and/or services providedservices provided
Product and service types Product and service types Describe a market space Describe a market space Different from an actual instanceDifferent from an actual instance
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Business Process – Concept Business Process – Concept versus Actualversus Actual
Business process – Business process – conceptual description conceptual description of organizing work and of organizing work and resourcesresources
InvolvesInvolves PeoplePeople MaterialsMaterials ClientsClients MachinesMachines Computers Computers
Produces a <real> Produces a <real> product or serviceproduct or service
BusinessBusinessProcessProcess
ProductProductTypeType
BusinessBusinessProcessProcess
Execution Execution ProductProduct
{1::1}{1::1}
{1::0,1,m}{1::0,1,m}
{1::0,1,m}{1::0,1,m} {1::0,1,m}{1::0,1,m}ActualActual
ConceptualConceptual
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Business Processes – A Business Processes – A Pause for DiscussionPause for Discussion
Using the model on chartUsing the model on chart13 (shown at right)13 (shown at right) Discuss applicability toDiscuss applicability to
production of a productproduction of a product(a stove, for example)(a stove, for example)
Discuss applicabilityDiscuss applicabilityto delivery of a serviceto delivery of a service(say tax return (say tax return preparation)preparation)
Discuss creation Discuss creation of an information solutionof an information solution
BusinessBusinessProcessProcess
ProductProductTypeType
BusinessBusinessProcessProcess
Execution Execution ProductProduct
{1::1}{1::1}
{1::0,1,m}{1::0,1,m}
{1::0,1,m}{1::0,1,m} {1::0,1,m}{1::0,1,m}ActualActual
ConceptualConceptual
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Business Processes – Business Processes – Performance TargetsPerformance Targets
Business processes important to meet Business processes important to meet outcome objectivesoutcome objectives
Outcome objectives – delivering the right Outcome objectives – delivering the right product to the right customer at the right product to the right customer at the right price at the time neededprice at the time needed
Associated measureandsAssociated measureands Cost – of production such that price to customer Cost – of production such that price to customer
returns a profitreturns a profit Time – of delivery is as promised to the customerTime – of delivery is as promised to the customer Quality – of result provides the capabilities Quality – of result provides the capabilities
essential to the customeressential to the customer Flexibility – of result is adaptable to customer Flexibility – of result is adaptable to customer
maturation and evaluation maturation and evaluation
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Business Processes – Business Processes – ClientsClients
Client – customer or consumerClient – customer or consumer The reason a business existsThe reason a business exists May be a person or an organization or May be a person or an organization or
bothboth Clients have demandClients have demand
Current – an existing needCurrent – an existing need Future – an expected needFuture – an expected need
Business processes must account for Business processes must account for both demand typesboth demand types
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Business Processes – Business Processes – Orders and TriggersOrders and Triggers
Business processes have a beginning and an Business processes have a beginning and an endend Beginning – receipt of an order or request for Beginning – receipt of an order or request for
serviceservice End – delivery of the ordered items or provision of End – delivery of the ordered items or provision of
requested servicesrequested services Business processes must indicate Business processes must indicate
Identity of Identity of beginningbeginning Identity of Identity of endend
TriggerTrigger – that condition that causes a – that condition that causes a business process to be initiatedbusiness process to be initiated Also applies to subordinate sub-processesAlso applies to subordinate sub-processes
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Business Processes - Business Processes - OrganizationsOrganizations
Business processes executed by Business processes executed by organizationsorganizations
Organization – collection of activities, Organization – collection of activities, assets, and means that fall within the assets, and means that fall within the responsibility of a legal entityresponsibility of a legal entity Physical organization – legally chartered Physical organization – legally chartered
single entity single entity Virtual organization – an organization Virtual organization – an organization
comprised of several component that may comprised of several component that may or may not be part of a single physical or may not be part of a single physical organizationorganization
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Business Processes – Business Processes – Organizations ExamplesOrganizations Examples
Physical Organization –Physical Organization –
Virtual OrganizationVirtual Organization
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Business Processes - Business Processes - ResourcesResources
Resource – generic term for that Resource – generic term for that which is required to produce a which is required to produce a product or deliver a serviceproduct or deliver a service People – the organizational assets that People – the organizational assets that
engaged in the associated intellectual engaged in the associated intellectual activities activities
Process – the organization assets that Process – the organization assets that direct the utilization or application of direct the utilization or application of resourcesresources
Facilities – the organizational assets that Facilities – the organizational assets that are used or applied by people in the are used or applied by people in the execution of processexecution of process
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Business Process – Tasks Business Process – Tasks and and
Sub-processesSub-processes Business processes are decomposableBusiness processes are decomposable
Process = {e | sub-processes Process = {e | sub-processes nn}} n >= 1n >= 1 Sub-process = {e | tasks Sub-process = {e | tasks nn}} n >= 1n >= 1 Task – specific logical unit of workTask – specific logical unit of work
ACID propertiesACID properties AtomicityAtomicity ConsistencyConsistency IsolationIsolation Durability Durability
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Business Process - Business Process - CategorizationCategorization
Execution FrequencyExecution Frequency Customized processes, Customized processes,
ad hoc processes, or ad hoc processes, or projectproject
One of kindOne of kind Mass-customization or Mass-customization or
productionproduction High frequencyHigh frequency Limited bandwidth of Limited bandwidth of
variationvariation Mass-production or Mass-production or
transactiontransaction Very high frequencyVery high frequency Fully standardizedFully standardized
Hosting organization Hosting organization distinctiondistinction Primary or production Primary or production
processesprocesses Target external partiesTarget external parties
Secondary or support Secondary or support processesprocesses
Maintain primary Maintain primary business processes business processes and/or means of and/or means of productionproduction
Tertiary or managerial Tertiary or managerial processesprocesses
Direct and coordinate Direct and coordinate primary and secondary primary and secondary business processesbusiness processes
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Business Process - Business Process - CategorizationsCategorizations
Hierarchical levelsHierarchical levels Real-time – high frequency decisions with very Real-time – high frequency decisions with very
short timeline impact. Process dynamics highly short timeline impact. Process dynamics highly relevant. relevant.
Operational level – considerable frequency with Operational level – considerable frequency with limited impact. Process dynamics very relevant.limited impact. Process dynamics very relevant.
Tactical level – periodic frequency with varying Tactical level – periodic frequency with varying impact ranging from limited to considerable. impact ranging from limited to considerable. Process dynamics may be relevant.Process dynamics may be relevant.
Strategic level – infrequent decision with long Strategic level – infrequent decision with long ranging impact. Process dynamics not ranging impact. Process dynamics not particularly relevant.particularly relevant.
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Business Process Business Process ManagementManagement
Design and control of business processesDesign and control of business processes Elementary components of BPMElementary components of BPM
FactorsFactors Already committed resourcesAlready committed resources Expected size of workExpected size of work Number of orders within the processNumber of orders within the process Required skills to do the workRequired skills to do the work
DesignDesign ControlControl
Build TimeBuild Time StrategicStrategic TacticalTactical
Run TimeRun Time TacticalTactical OperationalOperational
Real timeReal time
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Business Process Business Process RedesignRedesign
Application of information technology to Application of information technology to promote the changing process structurepromote the changing process structure
Driver – importance of how corporate work Driver – importance of how corporate work is organized to promote profitability, is organized to promote profitability, effectiveness, and efficiencyeffectiveness, and efficiency
ChangeChange Fundamental rethinkingFundamental rethinking Radical redesignRadical redesign Dramatic improvementsDramatic improvements
CostCost QualityQuality ServiceService Speed Speed
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Business Process Business Process RedesignRedesign
Generally applied to highly Generally applied to highly competitive, client-facing business competitive, client-facing business processesprocesses
Drivers of changeDrivers of change Increasing pressures of globalizationIncreasing pressures of globalization Positional dominance of clients as Positional dominance of clients as
compared to supplierscompared to suppliers Quality, service, and price demandsQuality, service, and price demands
Technology as an enablerTechnology as an enabler
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Business Process Redesign Business Process Redesign – Areas of Risk– Areas of Risk
Failure to meet Failure to meet intended objectivesintended objectives Absence of clear and Absence of clear and
measurable objectivesmeasurable objectives Lack of (starting) null Lack of (starting) null
measurementmeasurement ChallengesChallenges
TechnologicalTechnological Sociocultural Sociocultural
Organizational risksOrganizational risks Resistance to changeResistance to change Lack of motivationLack of motivation Improper/inadequate Improper/inadequate
communicationscommunications
Project management Project management risksrisks Time schedulesTime schedules Required resourcesRequired resources BudgetsBudgets
Technical risksTechnical risks Bad designBad design Poor process Poor process
identificationidentification Unreliability of Unreliability of
information technology information technology componentscomponents
Good process design – theGood process design – thecornerstone of a successfulcornerstone of a successful
BPR projectBPR project
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WorkflowsWorkflows Special kind of business processSpecial kind of business process Refers exclusively to the control dimension of a Refers exclusively to the control dimension of a
business processbusiness process Dependencies among tasks to be respected when Dependencies among tasks to be respected when
executing a business processexecuting a business process Workflow Management SystemWorkflow Management System
Supports business processesSupports business processes DefinitionDefinition ExecutionExecution RegistrationRegistration Control Control
Delivering the right work to the right place at the right Delivering the right work to the right place at the right timetime
Distinguishes tasks and dependenciesDistinguishes tasks and dependencies Incorporates required resources for tasksIncorporates required resources for tasks FlexibleFlexible OptimizedOptimized
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Workflow CharacteristicsWorkflow Characteristics Essential Essential
Case-based – each activity attributable to a single, Case-based – each activity attributable to a single, discrete casediscrete case
Uniquely distinguishedUniquely distinguished Clear beginning and end (of a case)Clear beginning and end (of a case)
Make-to-order – process initiation clearly Make-to-order – process initiation clearly identifiedidentified
CommonCommon Information characterInformation character Role of people for interpretation and/or decision Role of people for interpretation and/or decision
makingmaking Repetitive execution of supported business Repetitive execution of supported business
processprocess