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Managing Unpredictable Processes for Knowledge Workers
1.
2. The Company Founder Frank Michael Kraft
• Founding in September 2010 • 13 years of SAP BPM Architect
• Core Competency Business • Quality assurance with thousands of
Processes models
– Modeling • BPMN 2.0 Core Team
– Implementation • Books: „Mastering the
Unpredictable“ & „Taming the
– Flexibility
Unpredictable“
• Key Success Factor: Mentoring • Reviewer Europ. Commission:
Artifact-Centric Service
Interoperation
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
4. Knowledge worker productivity
will be the most important value
to companies of the 21st Century.
Peter F. Drucker
Frank Michael Kraft - AdaPro - www.adapro.eu
5. „Older process-automation approaches
based on mass-production concepts are
not adequate in an area of people-driven
processes that benefit from automonous
decision making and highly social
collaborating tools.“
Connie Moore
Vice President and Research Director,
Forrester Research, April 2010
Frank Michael Kraft - AdaPro - www.adapro.eu
6. Leona
Create Process Close
Customer Customer Customer
Problem Problem Problem
Problem
Analysis
Problem
Mitigation
Frank Michael Kraft - AdaPro - www.adapro.eu
11. Bully Off
Goal!
Shoot on
Sprint
Goal
Please repeat 40 times
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
12. Goal oriented instead Not prescribed –
of task oriented individual processes
Changes in the running Start immediately
process without modeling
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
14. • A worker, whose main business is to
– to collect knowledge,
– to process knowledge,
– to generate knowledge and / or
– to distribute knowledge.
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
16. Leonas Problems
• Interruptions of her work
Leona • Wasting time calling around
• Overload -> task list overflow
• Her boss does not understand
why everything takes so long.
• Engineer in a company for
• Planning difficult due to unexpected
telephone systems events
• 150 employees • Urgent tasks supersede
important tasks
• Own Software development,
• Trial and error
• hardware suppliers
• What goals have higher priority?
• Technical Support • What are the other teams?
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
17. Leona
• The phone system does not allow
call forwarding under certain
Status: Open conditions
• Please deliver module 1-3252-3
Status: In
Process
• Close when new module 1-3252-
Status: 3 has been delivered
Completed
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
18. Leona
• The phone system does not allow
call forwarding under certain
Status: Open conditions
•?
Status: In •?
Process
• Close when call forwarding is
Status: enabled under all conditions.
Completed
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
19. Leona
Enable Call forwarding
Mitigate
Find the Problem Cause
Problem
Remote Software Check On-Site Hardware Check
Plan Service Execute
Check A Check B Check C
Visit Service Visit
Supplier
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
21. Leona
Enable Call forwarding
Find Problem Cause Mitigate Problem
Conference with Customer,
Remote Software Check On-Site Hardware Check
Hardware Supplier and
(Done) (Done)
Software Developers
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
22. Leona
Enable Call forwarding
Find
Problem Mitigate Problem
Cause
Hardware Problem Software Problem
Test new
Negotiate
Device Fix Test Quality
with Specify Module Functionality
from Software Software Release
Supplier
Supplier
Steve
Evaluate Discuss
Alter- Alter- Describe Alternatives Decide Review
natives natives
Alternative Alternative
A B
Supplier Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
23. Enable Call forwarding
Find
Problem Mitigate Problem
Cause
Hardware Problem Software Problem
Test new
Negotiate
Device Fix Test Quality
with Specify Module Functionality
from Software Software Release
Supplier
Supplier
Evaluate Discuss
Alter- Alter- Describe Alternatives Decide Review
natives natives
Alternative Alternative
A B
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
24. Case Open since Status
Specify Module Functionality 3 Weeks Started
Describe Alternative: Alternative A 2 Weeks Open
Fix Software 6 Days Started
Check A 4 Days Waiting
Change Documentation, Only 64 phones are supported 2 Days Started
Chance user documentation: Chapter 2.1 3 Hours Open
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
25. Case Time till Rem. Status
Deadline Effort
Specify Module Functionality 5 Days 7 days Started
Describe Alternative: Alternative A 5 Days 2 days Open
Fix Software 3 weeks … Started
Check A 3 weeks … Waiting
Change Documentation, Only 64 phones are … … Started
supported
Chance user documentation: Chapter 2.1 … … Open
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
26. 1 Month
2 Weeks
1 Week
Overall
From Started to Finish
4 Days
From Open to Start
2 Days
1 Day
0 50 100 150 200
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
27. Template Remote Software Check
Check A Check B Check C Leona
Enable Call forwarding
Enable Call forwarding
Enable Call forwarding
Find Problem CauseCall forwarding
Enable Mitigate
Mitigate
Problem
Find Problem Cause Mitigate
Find Problem Cause Problem
Mitigate
Problem
Find Problem Cause
Remote Software Check On-Site Hardware Check Problem
Remote Software Check On-Site Hardware Check
Remote Software Check On-Site Hardware Check
Remote Software Check Plan Service Execute
On-Site Hardware Check
Check A Check B Check C Plan Service Service Visit
Execute
Check A Check B Check C Visit
Plan Service Service Visit
Visit Execute
Check A Check B Check C Plan Service Service Visit
Execute
Check A Check B Check C Visit
Visit Service Visit
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
28. Template Remote Software Check
Check A Check B Check C
Leona
Enable Call forwarding
Mitigate
Find Problem Cause
Problem
Remote Software Check On-Site Hardware Check
Plan Service Execute
Check A Check B Check C Check D
Visit Service Visit
Remove Add another
template check check
29. Template Remote Software Check
Check A Check B Check C Leona
Enable Call forwarding
Enable Call forwarding
Enable Call forwarding
Find Problem CauseCall forwarding
Enable Mitigate
Mitigate
Problem
Find Problem Cause Mitigate
Find Problem Cause Problem
Mitigate
Problem
Find Problem Cause
Remote Software Check On-Site Hardware Check Problem
Remote Software Check On-Site Hardware Check
Remote Software Check On-Site Hardware Check
Community Check A
Remote Software Check
Check B Check C
Plan Service Execute
On-Site Hardware Check
Plan Service Service Visit
Visit Execute
Governance Check A Check B Check C Plan Service Service Visit
Visit Execute
Check A Check B Check C Plan Service Service Visit
Execute
Check A Check B Check C Visit
Visit Service Visit
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
31. Enable Call forwarding
Problem Leona
identification Problem Mitigation
.. Change User Documentation
Prepare User Documentation
Chapter 2.1.2 Chapter 7.2
Release 2.1.2
Review
Clarify only 64 phones work problem Change From Call Change from 64
and
forwarding phones limitation
Release
Change Documentation, Only 64
..
phones are supported
Chapter Chapter Chapter Chapter
Change Chance user 2.1.2 7.2 2.1 3.4.5
catalogue documentation
Chapter Chapter
Online Print
2.1 3.4.5
32. Group I: Group II:
Patterns of Group III: Group IV:
Cognition and Planning and
knowledge work Execution Postprocessing
collecting Prioritizing
Lots of ideas Open
Collecting and Define what is
definition for alternative discussion
structuring missing
plans points
You can not Synergies and
Only later to Remnants
purpose find anything contradictions
assess sweep up
in the stack are resolved
Every
You have an It's harder
origin beginning is residue split
idea than I thought
difficult
Reach the
One forgets
scope Fishing Net overall goal by Too ambitious
the details
and by
Begin until a Is this really Old alternative
use Correlation
certain date necessary? still there
This actually The deadline is
Partnership
belongs dangerously
with whom?
together close
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
33. (Swenson, et al., 2010, S. VIII)
Forrester Research
Investigative applications such as audits, compliance and fraud case
handling.
Incident management, such as a serious adverse event report, use
of medical records in clinical case management, dispute
resolution cases.
Service requests such as loan approval, claims
and customer service.
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
34. Company Start-Up
Reorganization
Implementation of decisions of
a Board
Reassessment of loans after in
ACM credit crisis
Asset Allocation for divorce
Execution of audits
Customs Investigation
Crisis, any kind of unfortunate
Events
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
35. Difference to classical BPM
• Define processes and execute simultaneously
• Immediate start without modeling
• The person who executes a process, is also the one who defines it
Difference to project management
• The process need not be fully planned before it can begin
• Too many dependencies in project management -> delays
• High-level planning rather than management of individual knowledge workers
• Difference to Web-Based Collaboration Tools
ACM puts the focus on the process aspect of cooperation.
• Full transparency of the status of the individual parts.
• One difference from Jira, for example: more structure and thus a better overview
• Sophisticated analytics capabilities
• Built to integrate with workflow and SOA
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
36. Ada
Com
Workstream:
Customer
Service Cases
Leona Steve
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
37. Ada
Com John
Workstream Workstream
Leona Hugo
Steve Oscar Ben
Workstream Workstream
Coco Emma Daniel
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
44. Old Case
Attachments/Content
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
45. Detailplanung für dieses Sub-
Workitem Leona
Enable Call forwarding
Mitigate
Find the Problem Cause
Problem
Remote Software Check On-Site Hardware Check
Plan Service Execute
Check A Check B Check C
Visit Service Visit
Supplier
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
46. Detail Planning for …
Detailed Sub-Workitems
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
47. Detail Planning for …
Detailed Sub-Sub-Workitems
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
50. Leona
Enable Call forwarding
Find
Problem Mitigate Problem
Cause
Hardware Problem Software Problem
Test new
Negotiate
Device Fix Test Quality
with Specify Module Functionality
from Software Software Release
Supplier
Supplier
Steve
Evaluate Discuss
Alter- Alter- Describe Alternatives Decide Review
natives natives
Alternative Alternative
A B
Supplier
62. Template Remote Software Check
Check A Check B Check C Leona
Enable Call forwarding
Enable Call forwarding
Enable Call forwarding
Find Problem CauseCall forwarding
Enable Mitigate
Mitigate
Problem
Find Problem Cause Mitigate
Find Problem Cause Problem
Mitigate
Problem
Find Problem Cause
Remote Software Check On-Site Hardware Check Problem
Remote Software Check On-Site Hardware Check
Remote Software Check On-Site Hardware Check
Remote Software Check Plan Service Execute
On-Site Hardware Check
Check A Check B Check C Plan Service Service Visit
Execute
Check A Check B Check C Visit
Plan Service Service Visit
Visit Execute
Check A Check B Check C Plan Service Service Visit
Execute
Check A Check B Check C Visit
Visit Service Visit
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
67. Leona • User defined process / work stream
• Goals and Subgoals
• Goal-driven by use of status
• Process is free or defined by templates
• Process controlling (for
example, burndown)
• Universal Worklist
• Email notifications to the team
• Content / Attachments
• Member of several work streams
– Joint / individual search
– Shared / individual process controlling
Frank Michael Kraft - AdaPro - www.adapro.eu
68. • Central repository
for knowledge work
• Manage overload and
interruptions
• Clear status
• Anytime, Anywhere
• Report progress
to Manager
• Supervision of staff
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
70. Leona
Enable Call forwarding at Customer AdaTech
Create Close
Problem Problem bearbeiten Problem
Analyze Problem Mitigate Problem
Test Modul Test Modul Test
173 403 Connection Deliver Modul 173
Steve
Create Execute Close
Delivery Delivery Delivery
Supplier
71. CRM Customer Case
Management
Leona
Logistics
Delivery Management
Frank Michael Kraft - AdaPro - www.adapro.eu
73. CRM Customer Case
Management
Frank Michael Kraft - AdaPro - www.adapro.eu
74. Participant Participant
Role: Buyer Choreography Role: Seller
Public Process Public Process
Buyer Seller
Private Process Buyer Private Process Seller
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
75. Logistics
Delivery Management
Frank Michael Kraft - AdaPro - www.adapro.eu
77. CRM Customer Case
Management
Leona
Import
Parse Logistics
Mashup Delivery Management
Frank Michael Kraft - AdaPro - www.adapro.eu
78. CRM Customer Case
Management
Leona
Automate
Logistics
Delivery Management
Frank Michael Kraft - AdaPro - www.adapro.eu
79. Updates from
Workstream
Frank Michael Kraft - AdaPro - www.adapro.eu
80. Leona • AdaPro Process liveMashup
– Preemtive modeling of the behavior of
services in BPMN 2.0 Choreography Model +
WSDL snippets
– Individual process based import of models
– Parsing, combination with the current
Case / Workstream
– Unlinked process snippets will be linked in
individual cases
– Web-based updates,
automation / notifications
• Result
– Universal Worklist for all workstreams
– Highly flexible and case based Mashup
– End-user controlled
– Automation freely definable
– Bottom-Up Service Composition
Frank Michael Kraft - AdaPro - www.adapro.eu
81. Adaptives Case Management
Workflow
ERP Legacy System Partner
Reference
Process Monitoring
Model
Frank Michael Kraft - AdaPro GmbH - www.adapro.eu
82. Prozess
Service
Business Object Workflow
ACM Service
Service Service
Frank Michael Kraft - AdaPro - www.adapro.eu
83. • Requirements Analysis
• Prototype with
Workstream Platform
• Analysis, conclusion, advice
• Between 3 and 10 days
• After that decision to
implement
Workstream Platform in
your company
Frank Michael Kraft - AdaPro - www.adapro.eu