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2013 | Buch

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Business Process Management

Theory and Applications

herausgegeben von: Michael Glykas

Verlag: Springer Berlin Heidelberg

Buchreihe : Studies in Computational Intelligence

Enthalten in: Springer Professional "Wirtschaft+Technik" , Springer Professional "Technik" , Springer Professional "Wirtschaft"

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Über dieses Buch

Business Process Management (BPM) has been in existence for decades. It uses, complements, integrates and extends theories, methods and tools from other scientific disciplines like: strategic management, information technology, managerial accounting, operations management etc. During this period the main focus themes of researchers and professionals in BPM were: business process modeling, business process analysis, activity based costing, business process simulation, performance measurement, workflow management, the link between information technology and BPM for process automation etc. More recently the focus moved to subjects like Knowledge Management, Enterprise Resource Planning (ERP) Systems, Service Oriented Architectures (SOAs), Process Intelligence (PI) and even Social Networks. In this collection of papers we present a review of the work and the outcomes achieved in the classic BPM fields as well as a deeper insight on recent advances in BPM. We present a review of business process modeling and analysis and we elaborate on issues like business process quality and process performance measurement as weel as their link to all other organizational aspects like human resources management, strategy, information technology (being SOA, PI or ERP), other managerial systems, job descriptions etc. We also present recent advances to BPR tools with special focus on information technology, workflow, business process modeling and human resources management tools. Other chapters elaborate on the aspect of business process and organizational costing and their relationship to business process analysis, organizational change and reorganization. In the final chapters we present some new approaches that use fuzzy cognitive maps and a recently developed software tool for scenario creation and simulation in strategic management, business process management, performance measurement and social networking.

The audience of this book is quite wide. The first chapters can be read by professionals, academics and students who want to get some basic insight into the BPM field whereas the remaining present more elaborate and state of the art concepts methodologies and tools for an audience of a more advanced level.

Inhaltsverzeichnis

Frontmatter

Perspectives to Process Modeling

Abstract

An important area of BPM is the modeling of processes. Processes modeling is done for a number of reasons in relation to BPM, and this chapter will describe main approaches to different types of process modeling. Modeling approaches will be structured according to the main modeling perspective being used. In conceptual modeling in general, one can identify 8 modeling perspectives; behavioral, functional, structural, goal-oriented, object-oriented, language action, organizational and geographical. In this chapter, we will present examples of process modeling according to these different perspectives, and discuss what perspectives are most appropriate to use to achieve the different goals of modeling.

John Krogstie

Understanding Business Process Quality

Abstract

Organizations have taken benefit from quality management practices in manufacturing and logistics with respect to competitiveness as well as profitability. At the same time, an ever-growing share of the organizational value chain centers around transactional administrative processes addressed by business process management concepts, e.g. in finance and accounting. Integrating these fields is thus very promising from a management perspective. Obtaining a clear understanding of business process quality constitutes the most important prerequisite in this respect. However, related approaches have not yet provided an effective solution to this issue. In this chapter, we consider effectiveness requirements towards business process quality concepts from a management perspective, compare existing approaches from various fields, deduct a definition framework from organizational targets, and take initial steps towards practical adoption. These steps provide fundamental insights into business process quality, and contribute to obtain a clear grasp of what constitutes a good business process.

Matthias Lohrmann, Manfred Reichert

A Holistic Business Performance Measurement Framework

Abstract

ADJUST is a performance measurement (PM) tool that integrates human resource management (HRM) in existing approaches of process management and workflow management (WFM) concepts. The ratios that result define and measure key performance indicators in qualitative and quantitative terms and also provide an identification of the relationships between them. These ratios permit enterprises to evaluate performance for continuous improvement in order to respond to increasingly demanding markets. ADJUST provides plans of different reorganisation scenarios for the achievement of objectives, assessment of real time performance and finally reports of deviations from desired planned performance.

Real time monitoring and assessement of performance is provided by interfaces to three kinds of management tool categories:

Workflow Management (WFM) Tools : transactions, business rules, workflow models etc.

Process Management Tools (PMT) : business models, cycle time, primitive cost etc.

Human Resource Management (HRM) Tools : job descriptions, performance measures etc.

Meta-analysis of data analysed in PMT and HRM tools is also provided.

E. Sezenias, Alexandros Farmakis, Giorgos Karagiannis, Evaggelia Diagkou, Michael Glykas

Effects of Business Process Reengineering on Firm Performance: An Econometric Analysis

Abstract

This chapter examines whether implementation of Business Process Reengineering (BPR) projects improve firm performance by analyzing a comprehensive data set on large firms in the United States. The performance measures utilized in the chapter are labor productivity, return on assets, and return on equity. We show that firm performance increases after the BPR projects are finalized, while it remains unaffected during execution. We also find that functionally focused BPR projects on average contribute more to performance than those with a broader cross-functional scope. This may be an indication that potential failure risk of BPR projects may increase beyond a certain level of scope.

Yasin Ozcelik

Privacy-Aware Workflow Management

Abstract

Information security policies play an important role in achieving information security. Confidentiality, Integrity, and Availability are classic information security goals attained by enforcing appropriate security policies. Workflow Management Systems (WfMSs) also benefit from inclusion of these policies to maintain the security of business-critical data. However, in typical WfMSs these policies are designed to enforce the organisation’s security requirements but do not consider those of other stakeholders. Privacy is an important security requirement that concerns the subject of data held by an organisation. WfMSs often process sensitive data about individuals and institutions who demand that their data is properly protected, but WfMSs fail to recognise and enforce privacy policies. In this paper, we illustrate existing WfMS privacy weaknesses and introduce WfMS extensions required to enforce data privacy. We have implemented these extensions in the YAWL system and present a case scenario to demonstrate how it can enforce a subject’s privacy policy.

Bandar Alhaqbani, Michael Adams, Colin J. Fidge, Arthur H. M. ter Hofstede

Performance Measurement in Business Process, Workflow and Human Resource Management

Abstract

In today’s turbulent business environment companies aim to become more and more competitive in their effort to increase their profits. They concentrate on business processes efficiency and effectiveness.

Apostolia Plakoutsi, Georgia Papadogianni, Michael Glykas

Understanding the Costs of Business Process Management Technology

Abstract

Providing effective IT support for business processes has become crucial for enterprises to stay competitive in their market. Business processes must be defined, configured, implemented, enacted, monitored and continuously adapted to changing situations. Process life cycle support and continuous process improvement have therefore become critical success factors in enterprise computing. In response to this need, a variety of process support paradigms, process specification standards, process management tools, and supporting methods have emerged. Summarized under the term Business Process Management (BPM), they have become a successcritical instrument for improving overall business performance. However, introducing BPM approaches in enterprises is associated with significant costs. Though existing economic-driven IT evaluation and software cost estimation approaches have received considerable attention during the last decades, it is difficult to apply them to BPM projects. In particular, they are unable to take into account the dynamic evolution of BPM projects caused by the numerous technological, organizational and project-specific factors influencing them. The latter, in turn, often lead to complex and unexpected cost effects in BPM projects making even rough cost estimations a challenge. What is needed is a comprehensive approach enabling BPM professionals to systematically investigate the costs of BPM projects. This chapter takes a look at both known and often unknown cost factors in BPM projects, shortly discusses existing IT evaluation and software cost estimation approaches with respect to their suitability for BPM projects, and finally introduces the Eco- POST framework. EcoPOST utilizes evaluation models to describe the interplay of technological, organizational, and project-specific BPM cost factors as well as simulation concepts to unfold the dynamic behavior and costs of BPM projects.

Bela Mutschler, Manfred Reichert

Managing Organizational Intellectual Capital

Abstract

Today we live in a transitional period, where the main features are: international competition, radical technological changes, faster flow of information and communication, the increasing complexity of business and the expansion of “globalization.”

The rapidly changing and intensely competitive environment, companies are required to meet the new demands presented. We are entering an era where the traditional pillars of economic power, namely capital, land, raw materials and technology, are not the determining factors of success in a business. The future is determined now by the ability to explore the most valuable resource, business knowledge (22).

Effimia Pappa, Michail Giakoumis, Viktoria Voxaki, Michael Glykas

Social Networking Sites as Business Tool: A Study of User Behavior

Abstract

Social Networking Sites (SNS) are second generation web applications allowing the creation of personal online networks; the social networking domain has become one of the fastest growing online environments connecting hundreds of millions of people worldwide. Businesses are increasingly interested in SNS as sources of customer voice and market information but are also increasingly interested in the SNS as the domain where promising marketing tactics can be applied; SNS can be also used as business process management (BPM) tools due to powerful synergies between BPM and SNS. Marketers have various options: SNS can be engaged as tools of customer engagement, social interaction, and relationship building but also as channels of information, collaboration and promotion. Understanding the adoption motives and adoption process of these applications is an essential step in engaging the SNS as part of the marketing toolbox.

In order to analyze the factors influencing the acceptance and use of SNS in The Netherlands a Technology Acceptance Model (TAM) was developed and tested. The findings indicate that there is a significant positive effect of the ease of use of SNS on perceived usefulness. Both variables have a direct effect on the intention to use the SNS and an indirect effect on the attitude towards the applications. Moreover the study has shown that intention to use SNS has a direct and positive effect on the degree of final use of SNS. Results demonstrate empirically that the TAM can explain and predict the acceptance of SNS by users as new communication system connecting them to peers and businesses.

This study presents an overview of the SNS user behavior and underlines the importance of using these applications as new communication technology.

Efthymios Constantinides, Carlota Lorenzo-Romero, María-del-Carmen Alarcón-del-Amo

Fuzzy Cognitive Maps in Social and Business Network Analysis

Abstract

Social networks have gain a vast momentum and a widespread audience in recent years and have by far the biggest audience of users ever in the world targeted by marketeers and companies worldwide. The objective of this chapter is to propose a new complementary approach to Social Network Analysis (SNA) based on Fuzzy Cognitive Maps (FCMs).

Initially we provide an analysis of all types of Social Networks. The objective is to clarify basic concepts and make evident to the reader that social networks are part of our daily routine and that even when we don’t realize it, we participate in them almost daily. We then present Fuzzy Cognitive Maps and their suitability for use in Social Network and Business Network analysis

In the final part of the chapter we present an innovative tool about the tool used for the construction of the FCMs called Visual FCM Modeler (VFCM). All concepts and the usage the tool is validate through a real world case study.

George Stakias, Markos Psoras, Michael Glykas

Review Study on Fuzzy Cognitive Maps and Their Applications during the Last Decade

Abstract

This survey work tries to review the most recent applications and trends on fuzzy cognitive maps (FCMs) at the last ten years. FCMs are inference networks, using cyclic directed graphs, for knowledge representation and reasoning. In the past decade, FCMs have gained considerable research interest and are widely used to analyze causal systems such as system control, decision making, management, risk analysis, text categorization, prediction etc. Some example application domains, such as engineering, social and political sciences, business, information technology, medicine and environment, where the FCMs emerged a considerable degree of applicability were selected Their dynamic characteristics and learning methodologies make them essential for modeling, analysis, prediction and decision making tasks as they improve the performance of these systems. A survey on FCM studies concentrated on FCM applications on diverse scientific fields is elaborated during the last decade.

Elpiniki I. Papageorgiou

Mathematical Modelling of Decision Making Support Systems Using Fuzzy Cognitive Maps

Abstract

This chapter critically analyses the nature and state of Decision Support Systems (DSS) theories, research and applications. A thorough and extensive historical review of DSS is provided which focuses on the evolution of a number of sub-groupings of research and practice: personal decision support systems, group support systems, negotiation support systems, intelligent decision support systems, knowledge management- based DSS, executive information systems/ business intelligence, and data warehousing. The need for new DSS methodologies and tools is investigated. The DSS area has remained vital as technology has evolved and our understanding of Decision-Making process has deepened. DSS over the last twenty years has contributed both breadth and depth to DSS research. The challenge now is to make sense of it in ‘’Decision Making” by planning it in understanding context and by searching new ways to utilize other advanced methodologies. The possibility of using Fuzzy Logic, Fuzzy Cognitive Maps and Intelligent Control in DSS is reviewed and analyzed. A new generic method for DSS is proposed, the Decision Making Support System (DMSS). Basic components of the new generic method are provided and fully analyzed. Case studies are given showing the usefulness of the proposed method.

Peter P. Groumpos, Ioannis E. Karagiannis

Fuzzy Cognitive Strategic Maps in Business Process Performance Measurement

Abstract

This paper describes a methodology for the development of a Proactive Balanced Scorecard (PBSCM). The Balanced Scorecard is one of the most popular approaches developed in the field of performance measurement. However, in spite of its reputation, there are issues that require further research. The present research addresses the problems of the Balanced Scorecard by utilizing the soft computing characteristics of Fuzzy Cognitive Maps (FCMs). By using FCMs, the proposed methodology generates a dynamic network of interconnected Key Performance Indicators (KPI), simulates each KPI with imprecise relationships and quantifies the impact of each KPI to other KPIs in order to adjust targets of performance.

Michael Glykas

Capturing Domain-Imposed Requirements Based on Basic Research Findings

Abstract

The current means of obtaining domain-imposed requirements through users or domain experts are often suboptimal especially for the relatively new area of interest. This paper suggests the use of basic research findings as the more objective source and proposes an approach that translates research findings into a UML model based on which the domain-imposed requirements can be extracted. By using business project management as the domain of interest, it outlines the steps in the said approach and describes the use of the resulting domain model during the requirement specification for a Project Management Information System that caters specially to the needs of business projects. Theoretically, the same method can be applied to the other areas of management and an enterprise domain model could be developed in a similar way. Given equity access to all software developers, it is envisaged that meeting standard domain-imposed requirements would become a pre-requisite for competing enterprise systems in the future.

Siaw Ming Wong, Jean-Yves Lafaye, Patrice Boursier

BPR Methods Applied to a Manufacturer in the Domotics Sector

Abstract

This paper describes a company reorganization plan developed using business process reengineering (bpr) in a major enterprise operating in the domotics sector, whose core business is the manufacture of cooker top extractor hoods.

In the BPR process, our attention focused on two processes that, for reasons specific to the company in question, had been pinpointed as high-priority, i.e. the design and mass production of new products and production programming.

The work-up can be summarized in four main points, as follows:

- Delphi analysis in order to obtain individual opinions;

- complete analysis of the company’s situation “As-Is” and preparation of IDEF0 diagrams describing the business processes;

- proposal of changes to the high-priority processes requiring reorganization and implementation of the new “To Be” diagrams;

- implementation of the new management and organizational solutions;

The outcome of the As-Is phase can be translated into the definition of:

a) functional relations describing the current situation, that correlate the activities forming the process in question and pinpoint the inputs, outputs, controls and resources characteristic of each activity;

b) random and/or temporal sequences of the stages comprising each activity;

c) performance and cost measurements;

d) lists of bottlenecks and superfluous activities.

After completing the analysis of the company’s activities, the new network of activities was designed using the “To-Be” models.

The aims of the redesign of the flow of activities were as follows:

1) to eliminate any activities that do not add value to the product/service in a manner perceptible to the customer;

2) to rationalize the essential activities, seeking to eliminate bottlenecks and reconsider the organization of actions that generate delays;

3) to make the process more flexible and adaptable, concentrating where necessary on the handling of “exceptions to the rule”;

4) to prevent the risk of errors and returns, both by ensuring the adequacy of information and by involving the end-user of the service beforehand;

5) to learn from examples of excellence, copying solutions that have already been tried and tested, and have proved effective.

An Object − State Transition approach was used to generate the new “To-Be” models, focusing our attention on the objects (inputs, outputs, controls and resources) and on how they change during the processes. The action taken on the company’s organizational structure generated a series of important changes in its internal hierarchy, the reference roles and the responsibilities of the people involved.

M. Bevilacqua, F. E. Ciarapica, G. Giacchetta

Managing the SME Clustering Process Life-Cycle

Abstract

Globalization has changed the nature of innovation requiring a multitude of skills for solving complex challenges; this is why the old closed innovation model, which dominated most of the 20th century, is hurt to death. To survive in the worldwide competitive economic system firms have to invest in Intellectual Capital, as economic activity has become inherently socially situated and embedded in networks of organisational and personal relationships and cooperation, thus forcing a change of paradigm from competition to cooperation or, increasingly, to coopetition.

Christina Ampantzi, Marianthi Psyllou, Evaggelia Diagkou, Michael Glykas

Backmatter

Titel: Business Process Management
herausgegeben von: Michael Glykas
Verlag: Springer Berlin Heidelberg
Electronic ISBN: 978-3-642-28409-0
Print ISBN: 978-3-642-28408-3
DOI: https://doi.org/10.1007/978-3-642-28409-0