A Goal-oriented Approach for Business Process Improvement Using Process Warehouse Data

Khurram Shahzad, Jelena ZdravkovicDepartment of Computer and Systems Sciences,

Royal Institute of Technology(KTH) & Stockholm University(SU),Stockholm, Sweden.

A Goal-Oriented Approach for Business Process Improvement using Process

Warehouse Data

2nd IFIP Working Conference on The Practice of Enterprise Modeling. (PoEM’09) Stockholm, Sweden

18-19 November, 2009

AgendaAgenda

BackgroundBackground Process Design FrameworkProcess Design Framework The Decision Relationship Model The Decision Relationship Model

(DRM)(DRM) Using DRM for Process ImprovementUsing DRM for Process Improvement Healthcare Case StudyHealthcare Case Study ConclusionConclusion

BackgroundBackground

• Process Analysis is a feedback phase Process Analysis is a feedback phase that isthat is– Used to evaluate process executionUsed to evaluate process execution– Identification of bottlenecksIdentification of bottlenecks– Improve efficiencyImprove efficiency– Increase productivity of executionIncrease productivity of execution– Optimize business processesOptimize business processes

• Resources, activities and actors Resources, activities and actors optimization is achievedoptimization is achieved

>Background>Background

Process Design FrameworkProcess Design Framework

Decision Relationship ModelDecision Relationship Model

On Using DRMOn Using DRM

Healthcare casestudyHealthcare casestudy

ConclusionConclusion

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• Traditional DW is used for analysis Traditional DW is used for analysis and decision makingand decision making

• Traditional DW don’t provide Traditional DW don’t provide necessary information for process necessary information for process analysisanalysis– Data from OLTP is loaded in DWData from OLTP is loaded in DW– Execution of activities is missingExecution of activities is missing– Utilized resources data is missingUtilized resources data is missing– Control flow data is missingControl flow data is missing

• Consequently, DW cannot be used for Consequently, DW cannot be used for analysis and decision making on analysis and decision making on processesprocesses

• DW is large and analysis requires DW is large and analysis requires small data as compare to DW sizesmall data as compare to DW size







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• Identification of information for Identification of information for analysis & decision making is a analysis & decision making is a complex taskcomplex task

• Process warehouse (PW) is used for Process warehouse (PW) is used for analysis & decision makinganalysis & decision making

• Business experts depend on IT Business experts depend on IT personnel for extracting informationpersonnel for extracting information

• Structured way of making decisions Structured way of making decisions for process improvement is missingfor process improvement is missing







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TheThe StudyStudy

• In this study, weIn this study, we– Present a goal based Decision Present a goal based Decision

Relationship Model (DRM) for Relationship Model (DRM) for process analysis and improvementprocess analysis and improvement

– Explore DRM based on data from Explore DRM based on data from process warehouseprocess warehouse

– A semi-automated procedure for A semi-automated procedure for using DRMusing DRM• Guidelines for managing analysisGuidelines for managing analysis







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ProcessProcess DesignDesign FrameworkFramework

• Business process has been identified in Business process has been identified in various ways.various ways.– Core: set of activities that executed in an Core: set of activities that executed in an

orderedordered• Processes are designed from four Processes are designed from four

perspectivesperspectives**

– Functional perspective (what activities)Functional perspective (what activities)– Informational perspective (manipulated Informational perspective (manipulated

resources)resources)– Organizational perspective (notation of Organizational perspective (notation of

actors)actors)– Behavioral perspective (data flow, activities)Behavioral perspective (data flow, activities)– Time – additional for analysisTime – additional for analysis


> Process Design Framework> Process Design Framework





* Curtis, B., Kellner, M.I., Over. J.: Process Modeling. Communications of ACM 35(9), 75-90 (1992).

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DRMDRM usersusers

• Users involved in process analysis Users involved in process analysis and decision makingand decision making– Business expertsBusiness experts, define goals of process , define goals of process

analysisanalysis– Decision makers,Decision makers, take improvement take improvement

decisiondecision– Technical expertsTechnical experts, interact with , interact with

warehousewarehouse

• DRM reduces the gap between usersDRM reduces the gap between users– By providing structured way of decision By providing structured way of decision

makingmaking



> Decision> Decision Relationship ModelRelationship Model




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DesignDesign RelationshipRelationship ModelModel







Leaf GoalBusiness Process

Action

Decision

Decision Associated Information

Process Warehouse

trace

fulfillson

leads to

requires

total information

acquired from

• Elements of Decision Relationship ModelElements of Decision Relationship Model

The Decision Relationship Model

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• Leaf Goal Leaf Goal – A desired state on any of the four A desired state on any of the four

process elements (Resources, Actors, process elements (Resources, Actors, Activities, Flow)Activities, Flow)

(Condition on process element)(Condition on process element)– Condition is the desired stateCondition is the desired state– Defined by business expertsDefined by business experts

• Decision Decision – A directive of course of action on A directive of course of action on

resource, actor, activity or flowresource, actor, activity or flow– Result of decision making activityResult of decision making activity**

(Directive on element)(Directive on element)







* Parkash, N. et. al. Information Scenarios for Data Warehouse Requirements Elicitation. Proceedings of ER’04, Springer LNCS Vol. 3288, pp. 205-216.

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• Decision Associated Information Decision Associated Information – PW has large amount of dataPW has large amount of data****

– Information that must be consulted to Information that must be consulted to take a decisiontake a decision

– Can be used for evaluation of Can be used for evaluation of alternative decisionsalternative decisions

• ActionAction– Realization or implementation of a Realization or implementation of a

decisiondecision– As a result of action a goal is achievedAs a result of action a goal is achieved







** more to come

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On Using the DRMOn Using the DRM

• Four step method for using DRMFour step method for using DRM– Step 1: Define a goal modelStep 1: Define a goal model– Step 2: Identifying DAIStep 2: Identifying DAI– Step 3: Decision ElicitationStep 3: Decision Elicitation– Step 4: Realization of a decisionStep 4: Realization of a decision




> On Using DRM> On Using DRM



DRM Use Cases

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Step 1: DefineStep 1: Define Goal model Goal model

• A goal is broken down into sub-goalsA goal is broken down into sub-goals• Sub-goal can be broken furtherSub-goal can be broken further• Continue until leaf goalsContinue until leaf goals• Goals at the same level can have Goals at the same level can have

AND, OR or XOR.AND, OR or XOR.• Goal model is used to Goal model is used to

– Identify target elementsIdentify target elements– Identify a desired state of an elementIdentify a desired state of an element







Metamodel for Goal Model

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Step 2: Identify DAIStep 2: Identify DAI

• Leaf goals are inputLeaf goals are input• DAI is the outputDAI is the output• PW is a non-volatile DB with PW is a non-volatile DB with

large amount of datalarge amount of data• Analysis requires small amount Analysis requires small amount

of dataof data• Therefore guidelines are Therefore guidelines are

developeddeveloped







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Step 2: Identify DAI Step 2: Identify DAI (Guidelines)(Guidelines)

– G1: If goal is a condition on actor, the G1: If goal is a condition on actor, the DAI is organizational and functional DAI is organizational and functional informationinformation

– G2: If goal is a condition on resource, the G2: If goal is a condition on resource, the DAI is resource and functional DAI is resource and functional informationinformation

– G3: If goal is a condition on flow, the DAI G3: If goal is a condition on flow, the DAI is control and functional informationis control and functional information

– G4: If goal is a condition on activities, the G4: If goal is a condition on activities, the DAI is organizational, functional, DAI is organizational, functional, resource and control informationresource and control information







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Step 3: Decision ElicitationStep 3: Decision Elicitation

• Goal and DAI are input Goal and DAI are input • Directive of course of action is Directive of course of action is

outputoutput• Decision maker may not have Decision maker may not have

substantial know to interact with PWsubstantial know to interact with PW• Three phase processThree phase process

– Identification of alternativesIdentification of alternatives– Evaluation of alternativesEvaluation of alternatives– Selection of alternativeSelection of alternative







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Step 4: Realization of DecisionStep 4: Realization of Decision

• Directives are realized to achieve Directives are realized to achieve goalsgoals

• Directives are realized at two levelsDirectives are realized at two levels– Business levelBusiness level

• From organizational perspectiveFrom organizational perspective– Process levelProcess level

• From process modeling perspectivesFrom process modeling perspectives







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Healthcare Case StudyHealthcare Case Study





> Healthcare casestudy> Healthcare casestudy


Healthcare Process (in BPMN)

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Healthcare Goal Model

Healthcare Process (in BPMN)

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• Goal definitionGoal definitionLeaf goal = ‘optimal utilization of doctors Leaf goal = ‘optimal utilization of doctors

availability’availability’Target element = Target element = Doctor (actor)Doctor (actor)

Desired State = Desired State = Optimal use Optimal use Goal becomes (Goal becomes (optimal use of doctoroptimal use of doctor))

• DAI identification DAI identification (using guideline 1)(using guideline 1)

– Organizational informationOrganizational information• Workload, tasks performed, completed Workload, tasks performed, completed

& failed tasks, temporal information etc.& failed tasks, temporal information etc.– Functional InformationFunctional Information

• Activities, output, deadlock, cycle-time, Activities, output, deadlock, cycle-time, failed due to doctor unavailability etc.failed due to doctor unavailability etc.







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• Decision ElicitationDecision Elicitation– Identify alternativesIdentify alternatives

• Reschedule doctors’ timingReschedule doctors’ timing• Involve Doctors in diagnosis activities Involve Doctors in diagnosis activities

onlyonly– Evaluation of alternativesEvaluation of alternatives– Selection of decisionSelection of decision

““doctor should not check blood doctor should not check blood pressure”pressure”

• Realization of DecisionRealization of Decision– Business levelBusiness level– Process levelProcess level







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Conclusion & Future ResearchConclusion & Future Research

• Process models are important for Process models are important for designing & structuring activities of an designing & structuring activities of an enterpriseenterprise

• A model-based approach for analyzing A model-based approach for analyzing enterprise processes, using the enterprise processes, using the information from a PWinformation from a PW

• Perspectives of process design are used Perspectives of process design are used for developing guidelinesfor developing guidelines– Are used for identifying relevant information Are used for identifying relevant information

from bulky warehousefrom bulky warehouse• Future workFuture work

– Decisions for high level goals Decisions for high level goals – Identification of DAI for high level goalsIdentification of DAI for high level goals– Using DAI for complex decisionsUsing DAI for complex decisions– Semi-automatic way of making decisionsSemi-automatic way of making decisions






> Conclusion> Conclusion

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Questions??Questions??

Education

A Goal-oriented Approach for Business Process Improvement Using Process Warehouse Data