bpm issue patterns for business process design takashi kobayashi senshu university, japan

BPMBPM

Issue Patterns for Business Process Design

Takashi Kobayashi 　 Senshu University, JAPAN

Self-introduction

Academic

- B.E & M.E.: Waseda Univ. in 1980 & 1982

- Ph.D: Osaka Univ. in 1999

Professional

- Hitachi, Ltd. (Researcher and Consultant from 1982 to 2003)

- Senshu Univ. (Associate Prof. and Full Prof. from 2003 to now)

All Rights Reserved, Copyright © 2013, Takashi Kobayashi 2

Career

Self-introduction

Business Process Design

- BSC (Balanced Score Card), LAP (Language/Action Perspective), Patterns

Business Process Modeling

- LAP, UML

Discrete Event Control

- Petri Nets

Requirements Analysis

- Volere, Use case


Research Interests

Difficulties in Business Process Design

Business becomes more complex, and IT becomes more sophisticated.

Users know only business.

System engineers know only IT.

Most projects start from the narrow shared knowledge.

A lot of projects encounter difficulties in the process improvement.

We can not guarantee the quality of the process improvement.

There are no means to assess the validity of the needs of users.

Other companies’ cases are difficult to reuse, because of high individuality.

Requirements depend on the system engineer’s personal ability and experience.

4All Rights Reserved, Copyright © 2013, Takashi Kobayashi

Knowledge of Users

Knowledge of SE

Difficulties in Business Process Design

To deal with these difficulties, pattern approach is powerful.

It is conventional means in the software engineering.

Architecture pattern, analysis pattern, design pattern, and implementation pattern.

We apply pattern approach to the process improvement.


Business Process Design Procedure

(2) Investigate as-is process

(5) Design to-be process

(1) Define goals for target process

IssuesProblems

Step1　Goal　Breaking　Down

Step2　Business　Process　

Improvement


Description

(3) Analyze problems

(4) Think out solutions


Solutions

Upper Design Process

Lower Design Process

Pattern Approach in Lower Design Process

Visual process language developed by OMG, based on Petri Nets.

Basic flow control pattern – AND-Split/Join, XOR-Split/Join, OR-Split/Join, and Differed choice.

Event handling patterns, such as trigger by message arrival and timer.

Similar approaches are YAWL by TU/e and BPEL by OASIS.

Good for system requirements or operation design, but insufficient for process improvement.

BPMN (Business Process Model and Notation)


Pattern Approach in Upper Design Process

Visual chart developed by Alexander Osterwalder and Prof. Yves Pigneur

Model five business model patterns – Unbundling, Long Tail, Multi-Sided Platforms, FREE, and Open Business.

Similar approaches are 22 patterns of business models by Adrian Slywotzky and white space strategy by Mark W. Johnson.

Incomplete because problems and solutions are various and difficult to reuse.

Business Model Canvas


Business Process Design Procedure (reproduced)

(2) Investigate as-is process

(5) Design to-be process

(1) Define goals for target process

IssuesProblems

Step1　Goal　Breaking　Down


Improvement


Description

(3) Analyze problems

(4) Think out solutions


Solutions

Upper Design Process

Lower Design Process

Focus on Issues

Solutions are also various because problems are solved on current organization and

equipment of each company.

Problems are various because management strategy,

customers, partners, employees etc. are different for each

company.


Focus on Issues

Issues are root causes obtained by analyzing the causal

relationship between problems.


Issues are basic architectures to think out the concrete

solutions.

Therefore, issues are more general than problems and solutions.

Our Approach

We classify issues using the framework consisting of

- Process phase: state of process

- Process type: feature of process

And develop the issue patterns for each class.


Process type

Process phase

Process Phase (Basic Conversation Model)


Agree

Satisfied

Decline to accept

Counteroffer

Report completion

Request

Performance Preparation

Negotiation

Acceptance

Based on Language/Action Perspective

Process Phase (Basic Conversation Model)



Set up Takashi’s Computer

EnvironmentTakashi Erick

Request the work.

OK, I will try.

OK, I have done.

Thank you.

Plan to install ProM and access to printer.

Explain requirements and consider methods.

Check Takashi’s computer.

Struggle to set up Takashi’s computer.

Preparation Phase Negotiation Phase

Performance PhaseAcceptance Phase

Process Phase (Commitment Network)


Top-level conversation

Top-level conversationTop-level customer Top-level performer

Preparation ph.

conversation

Preparation ph.

conversation

Customer (Prep.) Performer (Prep.)

Negotiation ph.

Conversation (1)

Negotiation ph.

Conversation (1)

Customer (Nego. 1) Performer (Nego. 1)

Negotiation ph.

Conversation (2)

Negotiation ph.

Conversation (2)

Customer (Nego. 2) Performer (Nego. 2)

Performance ph.

Conversation (1)

Performance ph.

Conversation (1)

Customer (Perf. 1) Performer (Perf. 1)

Performance ph.

Conversation (2)

Performance ph.

Conversation (2)


Performance ph.

Conversation (3)

Performance ph.

Conversation (3)


Acceptance ph.

Conversation

Acceptance ph.

Conversation

Customer (Acce.) Performer (Acce.)

Primary loop

Secondary loop

Secondary loop

Secondary loopSecondary loop


Issue Patterns Based on Process Phase


Trust and Efficiency


Preparation Negotiation

Acceptance PerformanceEfficiency

Trust

Process Type

Classify the business processes into three types by KPI (Key Performance Indicator):

- Innovation

- Operation management

- Customer management

KPIs are typical issues in the enterprise. So we can use KPIs as issue patterns.

Identify customers

Satisfy customers

Innovation Operation management

Customer management


Based on Balanced Score Card

Process Type


Customer managemen

t

Customer managemen

tCustomer Enterprise (Sales)

InnovationInnovationEnterprise Marketing/R&D

Operation managemen

t

Operation managemen

t

Enterprise Production/Sourcing

Identify opportu-nities

Identify opportu-nities

Acquire customers

Acquire customers

Grow customers

Grow customers

Produce products/s

ervices

Produce products/s

ervices

Manage the

Portfolio

Manage the

Portfolio

Design and

develop

Design and

developLaunchLaunch

Select customers

Select customers

Distribute to

customers

Distribute to

customers

Retain customers

Retain customers

Manage risk

Manage risk

Develop supplier relations

Develop supplier relations


Issue Patterns Based on Process TypeCustomer management type


Issue Patterns Based on Process TypeOperation management type


Issue Patterns Based on Process TypeInnovation type

Case Study - credit card issue process -


Case Study - upper level of credit card issue process -


Evaluation

In results by applying issue patterns, 19 issues are acquired, and 13 issues are trust issues and 6 issues are efficiency issues.

In results by traditional method, 6 issues are acquired, and all are efficiency issues.

Traditional method misses trust issues because the stakeholders notice the immediate problem, but do not notice the external problems.

We can confirm that the issue patterns have the power to avoid missing the issues to be clarified in the business process improvement.


Conclusion

1. We proposed the issue patterns, which are the knowledge base of the typical issues to be solved in the business process improvement.

2. We adopted a language/action perspective as the framework of the process phase issue patterns, and a balance score card as the framework of the process type issue patterns.

3. We applied the proposed method to the case study of the credit card issue process, and confirmed the effect.

4. In future, we will enhance the issue patterns to link to KPIs, and automate clarifying problems and issues.


Research Theme in TU/e

Goal

- Contribution to Wil

- Basis of my future research

Theme

1.Process Discovery in LAP

• Discover LAP BP model from log & case data.

Log data LAP BP model

Case data

2.Managerial Problem Finding

• Suggest how to use log & case data based on Issue patterns

BP model Issue patterns Log & Case data

Phase & Type to be collected


Self-introductie


Family

bpm issue patterns for business process design takashi kobayashi senshu university, japan

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