Fundamentals of Business Process Management

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1 Fundamentals of Business Process Management Bearbeitet von Marlon Dumas, Marcello La Rosa, Jan Mendling, Hajo Reijers 1. Auflage Buch. xxvii, 399 S. Hardcover ISBN Format (B x L): 15,5 x 23,5 cm Gewicht: 801 g Wirtschaft > Betriebswirtschaft: Theorie & Allgemeines > Wirtschaftsinformatik, SAP, IT-Management schnell und portofrei erhältlich bei Die Online-Fachbuchhandlung beck-shop.de ist spezialisiert auf Fachbücher, insbesondere Recht, Steuern und Wirtschaft. Im Sortiment finden Sie alle Medien (Bücher, Zeitschriften, CDs, ebooks, etc.) aller Verlage. Ergänzt wird das Programm durch Services wie Neuerscheinungsdienst oder Zusammenstellungen von Büchern zu Sonderpreisen. Der Shop führt mehr als 8 Millionen Produkte.

2 Contents 1 Introduction to Business Process Management ProcessesEverywhere Ingredients of a Business Process OriginsandHistoryofBPM The Functional Organization The Birth of Process Thinking TheRiseandFallofBPR TheBPMLifecycle Recap SolutionstoExercises FurtherExercises Further Reading Process Identification Focusing on Key Processes The Designation Phase The Evaluation Phase Designing a Process Architecture Identify Case Types Identify Functions for Case Types Construct Case/Function Matrices IdentifyProcesses Complete the Process Architecture Recap SolutionstoExercises FurtherExercises Further Reading Essential Process Modeling FirstStepswithBPMN Branching and Merging ExclusiveDecisions xiii

3 xiv Contents ParallelExecution InclusiveDecisions Rework and Repetition InformationArtifacts Resources Recap SolutionstoExercises FurtherExercises Further Reading Advanced Process Modeling Process Decomposition Process Reuse More on Rework and Repetition Parallel Repetition Uncontrolled Repetition HandlingEvents MessageEvents TemporalEvents RacingEvents Handling Exceptions Process Abortion Internal Exceptions External Exceptions Activity Timeouts Non-interrupting Events and Complex Exceptions Interlude: Event Sub-processes Activity Compensation ProcessesandBusinessRules Process Choreographies Recap SolutionstoExercises FurtherExercises Further Reading Process Discovery The Setting of Process Discovery Process Analyst Versus Domain Expert Three Process Discovery Challenges Profile of a Process Analyst Discovery Methods Evidence-Based Discovery Interview-BasedDiscovery Workshop-Based Discovery Strengths and Limitations...165

4 Contents xv 5.3 Process Modeling Method Identify the Process Boundaries Identify Activities and Events IdentifyResourcesandTheirHandovers IdentifytheControlFlow Identify Additional Elements Process Model Quality Assurance Syntactic Quality and Verification Semantic Quality and Validation Pragmatic Quality and Certification ModelingGuidelinesandConventions Recap SolutionstoExercises FurtherExercises Further Reading Qualitative Process Analysis Value-Added Analysis ValueClassification WasteElimination RootCauseAnalysis Cause EffectDiagrams Why WhyDiagrams Issue Documentation and Impact Assessment IssueRegister ParetoAnalysisandPICKCharts Recap SolutionstoExercises FurtherExercises Further Reading Quantitative Process Analysis Performance Measures Process Performance Dimensions Balanced Scorecard Reference Models and Industry Benchmarks FlowAnalysis CalculatingCycleTimeUsingFlowAnalysis CycleTimeEfficiency Cycle Time and Work-In-Process Other Applications and Limitations of Flow Analysis Queues Basics of Queueing Theory M/M/1 and M/M/c Models Limitations of Basic Queueing Theory

5 xvi Contents 7.4 Simulation Anatomy of a Process Simulation Input for Process Simulation SimulationTools AWordofCaution Recap SolutionstoExercises FurtherExercises Further Reading Process Redesign The Essence of Process Redesign Why Redesign? What Is Redesign? The Devil s Quadrangle How to Redesign? Heuristic Process Redesign CustomerHeuristics Business Process Operation Heuristics Business Process Behavior Heuristics OrganizationHeuristics InformationHeuristics Technology Heuristics ExternalEnvironmentHeuristics The Case of a Health Care Institution Sending Medical Files by Post PeriodicMeetings Requesting Medical Files Product-Based Design Analysis: Creating a Product Data Model Design: Deriving a Process from a Product Data Model Recap SolutionstoExercises FurtherExercises Further Reading Process Automation AutomatingBusinessProcesses Business Process Management Systems ArchitectureofaBPMS TheCaseofACNS Advantages of Introducing a BPMS Workload Reduction FlexibleSystemIntegration ExecutionTransparency RuleEnforcement...312

6 Contents xvii 9.3 Challenges of Introducing a BPMS Technical Challenges Organizational Challenges Turning Process Models Executable Identify the Automation Boundaries Review Manual Tasks Complete the Process Model Bring the Process Model to an Adequate Granularity Level Specify Execution Properties TheLastMile Recap SolutionstoExercises FurtherExercises Further Reading Process Intelligence Process Execution and Event Logs The Perspective of Participants on Process Execution The Perspective of the Process Owner on Process Execution StructureofEventLogs Challenges of Extracting Event Logs Automatic Process Discovery Assumptions of the α-algorithm The Order Relations of the α-algorithm The α-algorithm Robust Process Discovery Performance Analysis TimeMeasurement CostMeasurement Quality Measurement Flexibility Measurement Conformance Checking Conformance of Control Flow Conformance of Data and Resources Recap SolutionstoExercises FurtherExercises Further Reading References Index...391

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