01 - Introduction to Workflow

8/7/2019 01 - Introduction to Workflow

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Introduction toIntroduction toWorkflowWorkflow

Ahmed NagyAhmed NagySenior ArchitectSenior ArchitectOnline Modern Solutions (Online Modern Solutions (www.omsme.comwww.omsme.com))

[email protected]@hotmail.com

http://www.omsme.com/





What you should expect…What you should expect…

This is not full workflow course. This is justThis is not full workflow course. This is justintroductionintroduction

Topics are not covered in full depth. It’sTopics are not covered in full depth. It’scovered good enough for you to startcovered good enough for you to startsearching and reading.searching and reading.

Not all workflow standards are here. ManyNot all workflow standards are here. Manyothers exist.others exist.



AgendaAgenda

Introducing Workflow and Business ProcessIntroducing Workflow and Business ProcessWhy we automate the processWhy we automate the process

From Workflow to Workflow Management andFrom Workflow to Workflow Management andBPMBPM

Workflow StandardsWorkflow Standards

Success StoriesSuccess Stories



History of ProcessHistory of Process

One of the first people to describe processesOne of the first people to describe processeswaswas Adam SmithAdam Smith in his famous (1776)in his famous (1776)example of an Englishexample of an English pinpin factory.factory.

Adam Smith example: One man draws out theAdam Smith example: One man draws out thewire, another straights it, a third cuts it, awire, another straights it, a third cuts it, afourth points it, a fifth grinds it at the top forfourth points it, a fifth grinds it at the top forreceiving the head: to make the head requiresreceiving the head: to make the head requires

two or three distinct operations: to put it on istwo or three distinct operations: to put it on isa particular business, to whiten the pins isa particular business, to whiten the pins isanother ...another ...

Imagine a pin factory without a process!!Imagine a pin factory without a process!!

http://en.wikipedia.org/wiki/Adam_Smith


http://en.wikipedia.org/wiki/Pin






What is a ProcessWhat is a Process

A process is a specific ordering of workA process is a specific ordering of workactivities across time and space, with aactivities across time and space, with abeginning and an end, and clearly definedbeginning and an end, and clearly definedinputs and goals (output)inputs and goals (output)

Enterprises have universal policies thatEnterprises have universal policies thatrequire well defined processes to berequire well defined processes to beenforced and monitored to drive their….enforced and monitored to drive their….

Success!!Success!!



Process guarantees successProcess guarantees success

Compliance and Regulatory requirementsCompliance and Regulatory requirementsThe Process implements the policies requiredThe Process implements the policies requiredby the organizationby the organization

Implementation of Best PracticesImplementation of Best Practices

The process reflects the best practices toThe process reflects the best practices toachieve process goalsachieve process goals

Achievement of Competitive AdvantagesAchievement of Competitive Advantages

The process is done in a way that distinguishThe process is done in a way that distinguishorganizations that perform the same processorganizations that perform the same process



Business ProcessBusiness Process

A group of business activities undertaken by anA group of business activities undertaken by anorganization in pursuit of a common goal.organization in pursuit of a common goal.

Typical business processes include…Typical business processes include…

receiving ordersreceiving orders

marketing servicesmarketing services

selling productsselling products

delivering servicesdelivering services

distributing productsdistributing products

invoicing for servicesinvoicing for services

accounting for money receivedaccounting for money received



Business ProcessBusiness Process

Each business process hasEach business process has inputsinputs,, workflowworkflow andandgoalsgoals……

TheThe inputs are a pre-requisiteinputs are a pre-requisite that must be in placethat must be in placebefore the method can be put into practice.before the method can be put into practice.

When theWhen the workflow is appliedworkflow is applied to the inputs then…to the inputs then…

certaincertain goalsgoals will be achieved.will be achieved.

A business process usually depends upon severalA business process usually depends upon severalbusiness functions for support…business functions for support…

ITIT

Human ResourcesHuman Resources



Where is the process?!!!Where is the process?!!!

S al es and Mk t g

S al es and Mk t g

S er

vi ce and S uppor t

S er

vi ce and S uppor t

F ul f i l l ment

F ul f i l l ment

F i nanci al s

F i nanci al s

T r ad i ng P ar t ner s

T r ad i ng P ar t ner s

Process AProcess A

Process BProcess B

Process CProcess C

Process DProcess D

The Extended EnterpriseThe Extended Enterprise



The WorkflowThe Workflow

The automation of a business process, in whole orThe automation of a business process, in whole orpart, during which documents, information or taskspart, during which documents, information or tasksare passed from one participant to another forare passed from one participant to another foraction (activities), according to a set of proceduralaction (activities), according to a set of proceduralrules.rules.

A participant may be a person or an automatedA participant may be a person or an automatedprocess (computer system), and may be local or in aprocess (computer system), and may be local or in aseparate remote organizationseparate remote organization



TrainingTraining

What is Workflow (Manual)What is Workflow (Manual)

BusinessBusinessProcessProcess

ProcedureProcedureManualsManuals

Army of Army of

Supervisors,Supervisors,DistributionDistribution

ClerksClerks

AutomatAutomatededActivitiesActivities

ManualManualActivitiesActivities

Managed byManaged byDefined inDefined in

Composed of Composed of Assigned as aAssigned as a

Consisting of Consisting of

InvokedInvokedApplicatioApplicatio

nnWork ItemWork Item

CaseCase(Process Instance)(Process Instance)PassedPassed

AlongAlongbyby



Sample Process: VacationSample Process: Vacationrequest (Manual)request (Manual)

EmployeeEmployee hands a vacation request to hishands a vacation request to hismanagermanager

ManagerManager approves or reject the requestapproves or reject the request

Manager SecretaryManager Secretary hands the request to thehands the request to the

HRHR Department SecretaryDepartment Secretary Department SecretaryDepartment Secretary gives the vacationgives the vacationrequest to one of the HR employees to approverequest to one of the HR employees to approve

HR EmployeeHR Employee approves or rejects the vacationapproves or rejects the vacation

requestrequestIf approved, theIf approved, the HR EmployeeHR Employee updates the HRupdates the HRsystem with the vacation information.system with the vacation information.



Sub-ProcessSub-Process

What is Workflow (Automated)What is Workflow (Automated)

BusinessBusinessProcessProcess

ProcessProcessDefinitionDefinition

WorkflowWorkflowManagementManagementSystemSystem

AutomatAutomatededActivitiesActivities

ManualManualActivitiesActivities

Managed byManaged byDefined inDefined in

Composed of Composed of Assigned as aAssigned as a

Consisting of Consisting of

InvokedInvoked ApplicatioApplicatio

nn

Work ItemWork Item

CaseCase(Process Instance)(Process Instance)PassedPassed

AlongAlongbyby



Sample Process: VacationSample Process: Vacationrequest (Automated)request (Automated)

EmployeeEmployee submitssubmits a vacation request to hisa vacation request to hismanagermanager

ManagerManager approves or reject the request andapproves or reject the request andsubmitssubmits this for HR Approvalthis for HR Approval

Workflow SystemWorkflow System routes the vacation requestroutes the vacation requestto one of the HR employees to approveto one of the HR employees to approve

HR EmployeeHR Employee approves or rejects the vacationapproves or rejects the vacationrequestrequest

If approved,If approved, Workflow SystemWorkflow System updates the HRupdates the HRsystem with the vacation information.system with the vacation information.



Why automating Workflow (TheWhy automating Workflow (TheProcess)Process)

Workflow is: The computerized facilitationWorkflow is: The computerized facilitationor automation of a business process, inor automation of a business process, inwhole or part.whole or part.

Back to our Process Definitions….Back to our Process Definitions….

Provides consistent output and achievedProvides consistent output and achievedgoals when the correct input is providedgoals when the correct input is provided

through executing the workflow.through executing the workflow.



AgendaAgenda

Introducing Workflow and Business ProcessIntroducing Workflow and Business ProcessWhy we automate the process?!!Why we automate the process?!!

From Workflow to Workflow ManagementFrom Workflow to Workflow Management

and BPMand BPMWorkflow StandardsWorkflow Standards

Workflow PatternsWorkflow Patterns




Why we want to automate theWhy we want to automate theprocess?process?

Done by the best participantDone by the best participantPerforming all necessary tasksPerforming all necessary tasks

Information easily accessibleInformation easily accessible

Interface to data systemsInterface to data systemsLogging and trackingLogging and tracking

Monitoring and ControlMonitoring and Control



Done by best participantDone by best participant

Case automatically assignedCase automatically assignedProfile of each user (qualifications)Profile of each user (qualifications)

Prioritization by age, type of workPrioritization by age, type of work

Multi-step routing, including parallel paths,Multi-step routing, including parallel paths,

rendezvousrendezvousDistributionDistribution

Push (send work)Push (send work)

Pull (user selects)Pull (user selects)

Participant can be a person or “robot”Participant can be a person or “robot”



Performing all necessary tasksPerforming all necessary tasks

Case consists of multiple activitiesCase consists of multiple activitiesInvokes programs or program piecesInvokes programs or program pieces

Manual processing stepsManual processing steps

CompletionCompletion

Status change controls flow (approved, reject)Status change controls flow (approved, reject)

Hold for later processingHold for later processing



Information easily accessibleInformation easily accessible

Move data with workflowMove data with workflow

Images, documents, or links to sameImages, documents, or links to same

Electronic dataElectronic data

Subset of processing data, not replicationSubset of processing data, not replication



Interface to Data SystemsInterface to Data Systems

Minimal interfaceMinimal interfaceMove key identification (e.g. contract number)Move key identification (e.g. contract number)from workflow to existing screensfrom workflow to existing screens

Legacy systems invoke workflowLegacy systems invoke workflow

Workflow invokes legacy systemsWorkflow invokes legacy systems



Logging and trackingLogging and tracking

Typical systems provideTypical systems provideAutomatic processing historyAutomatic processing history

Date, time, person, disposition for each stepDate, time, person, disposition for each step

User commentsUser comments

Search for work in processSearch for work in process



Automated MonitoringAutomated Monitoring

Reporting and analysisReporting and analysisWork accomplishedWork accomplished

Total volumeTotal volume

Turn-around timeTurn-around time

Productivity of individuals, teams, groupsProductivity of individuals, teams, groups

Errors and error ratesErrors and error rates

User controlled alarmsUser controlled alarms



ControlControl

User controlled workflowUser controlled workflowMaintained/controlled by users (supervisors)Maintained/controlled by users (supervisors)

System controlled workflowSystem controlled workflowCustom program, tailored to requirementsCustom program, tailored to requirements

Administrative functionsAdministrative functions

User profiles - qualificationsUser profiles - qualifications

Priority exceptions, manual assignmentsPriority exceptions, manual assignments



What you get from thoseWhat you get from thosebenefits?benefits?

Direct Cost SavingsDirect Cost Savings

Optimum process executionOptimum process execution

Intangible BenefitsIntangible Benefits

Monitor the organization healthMonitor the organization health



Need Workflow andNeed Workflow andBusiness ProcessBusiness Process

Automation?!!Automation?!!

Business ProcessBusiness ProcessManagement SystemsManagement Systems

(BPMS)(BPMS)



AgendaAgenda

Introducing Workflow and Business ProcessIntroducing Workflow and Business ProcessWhy we automate the processWhy we automate the process

From Workflow to WorkflowFrom Workflow to Workflow

Management and BPMManagement and BPMWorkflow StandardsWorkflow Standards




Challenges…Challenges…

Process guarantees success,Process guarantees success, butbut……Regularity requirements can changeRegularity requirements can change

Best practices always improveBest practices always improve

Continuous need for competitive advantagesContinuous need for competitive advantages

All processes, practices and resourcesAll processes, practices and resources(both human and system) throughout the(both human and system) throughout the

Enterprise are subject to constant changeEnterprise are subject to constant change

Building Systems that can be easilyBuilding Systems that can be easilychanged is an essence!!!changed is an essence!!!



Business Process ManagementBusiness Process ManagementSystems (BPMS)Systems (BPMS)

Systems that apply techniques and tools toSystems that apply techniques and tools todesign, enact, control, and analyze operationaldesign, enact, control, and analyze operationalbusiness processes involving humans,business processes involving humans,organizations, applications, documents andorganizations, applications, documents andother sources of informationother sources of information



Workflow EnactmentWorkflow EnactmentServicesServices

ProcessProcess

DefinitionDefinition

ToolTool

WorkflowWorkflow

ClientClient

ApplicationApplication

InvokedInvoked

ApplicationApplicationss

Workflow Engine(s)Workflow Engine(s)Vendor AVendor A

A2A2A1A1

22 33

OtherOther

WorkflowWorkflowEnactmentEnactmentService(s)Service(s)

BBCCAdmini-Admini-

strationstration

&&

MonitoringMonitoring

11

4455

WFMC: Workflow ReferenceWFMC: Workflow ReferenceModelModel



Reference ModelReference Model

Generally a workflow engine interfaces toGenerally a workflow engine interfaces to1. Process definition1. Process definition

a.a. ProceduresProcedures

b.b. Resources (person, system, or set of…)Resources (person, system, or set of…)

2. Client interfaces2. Client interfaces (applications invoke workflow)(applications invoke workflow)

3. Invoked applications3. Invoked applications (workflow invokes programs)(workflow invokes programs)

4.4.External workflow servicesExternal workflow services (interoperability)(interoperability)

5.5.Administration and MonitoringAdministration and Monitoring



BPMS: It is all about visual toolsBPMS: It is all about visual tools

Visual programming using graphical metaphorsVisual programming using graphical metaphorshas increased productivity in a number of areas of has increased productivity in a number of areas of computing and is well accepted by users.computing and is well accepted by users.

The commercial BPM software market hasThe commercial BPM software market has

focused on graphical process model development,focused on graphical process model development,rather than text-language based process models,rather than text-language based process models,as a means to reduce the complexity of modelas a means to reduce the complexity of modeldevelopmentdevelopment

Such programming model makes changing theSuch programming model makes changing the

process easy and systems can easily respond toprocess easy and systems can easily respond tochanges in businesschanges in business



Business Process ManagementBusiness Process ManagementSystems (BPM)Systems (BPM)



BPMS: Process Design (1/3)BPMS: Process Design (1/3)




Encompasses the design and capture of Encompasses the design and capture of existing business processes, as well as theexisting business processes, as well as thesimulation of new ones.simulation of new ones.

The software used to do this includes…The software used to do this includes…

Graphical editors that document processesGraphical editors that document processes

Repositories that store process modelsRepositories that store process models

Business process simulation tools to run aBusiness process simulation tools to run aprocess a large number of times in order toprocess a large number of times in order to

measure performance parameters such asmeasure performance parameters such asaverage time and cost.average time and cost.




Involves defining the process…Involves defining the process…InputsInputs

OutputsOutputs

Workflow (The method)Workflow (The method)

When the workflow is defined, it needsWhen the workflow is defined, it needsinformation about the Organization Chart (OC)information about the Organization Chart (OC)

You need to define the forms that will captureYou need to define the forms that will capturedata from usersdata from users

You need to define reports on the data thatYou need to define reports on the data thatthe process will capturethe process will capture



BPMS: Process Execution (1/3)BPMS: Process Execution (1/3)




At this step, the process is said to beAt this step, the process is said to bedeployed to the systemdeployed to the system

Process definition is moved to a stateProcess definition is moved to a statewhere it is ready for executionwhere it is ready for execution

Process engine is responsible for executingProcess engine is responsible for executingthe process definition...the process definition...

Initiate the processInitiate the process

Dispatch tasks to usersDispatch tasks to usersDisplay forms associated with tasksDisplay forms associated with tasks

Capture process dataCapture process data

Call external systems and applicationsCall external systems and applications




Components of BPMS when the processComponents of BPMS when the processexecutes is basically Workflow Client that…executes is basically Workflow Client that…

Display list of tasks to userDisplay list of tasks to user

Display tasks summaryDisplay tasks summary

Display forms that capture process dataDisplay forms that capture process dataInteract with the process engine to get and submitInteract with the process engine to get and submitprocess dataprocess data

The engine interacts with other systems andThe engine interacts with other systems and

applications to perform the workflow stepsapplications to perform the workflow steps



BPMS: Process Monitoring (1/3)BPMS: Process Monitoring (1/3)




Monitoring encompasses the tracking of Monitoring encompasses the tracking of individual processes so that information onindividual processes so that information ontheir state can be easily seen and the provisiontheir state can be easily seen and the provisionof statistics on the performance of one or moreof statistics on the performance of one or moreprocessesprocesses

It also involves controlling/administrating theIt also involves controlling/administrating therunning incidents. This make the processrunning incidents. This make the process

administrator able to handle cases that theadministrator able to handle cases that theprocess design did not take into account.process design did not take into account.

i i ( )




The degree of monitoring depends on whatThe degree of monitoring depends on whatinformation the business wants to evaluateinformation the business wants to evaluateand analyze and how business wants it toand analyze and how business wants it tobe monitored, in real-time or ad-hoc.be monitored, in real-time or ad-hoc.

Business activity monitoring (BAM) extendBusiness activity monitoring (BAM) extendand expand the monitoring tools in BPMS.and expand the monitoring tools in BPMS.

Process mining allows process analysts toProcess mining allows process analysts todetect discrepancies between the actualdetect discrepancies between the actualprocess execution and the a priori modelprocess execution and the a priori model

as well as to analyze bottlenecks.as well as to analyze bottlenecks.

d



AgendaAgenda

Introducing Workflow and Business ProcessIntroducing Workflow and Business ProcessFrom Workflow to Workflow ManagementFrom Workflow to Workflow Managementand BPMand BPM



Wh d kfl



Why we need workflowWhy we need workflowstandards!!standards!!

More than 15 years ago, people started realizingMore than 15 years ago, people started realizingthat workflow is what business is all about.that workflow is what business is all about.

Standards needed to ensure that organizationsStandards needed to ensure that organizations

who have business processes implement it in thewho have business processes implement it in theoptimum way. Standards ensure that bestoptimum way. Standards ensure that bestpractices are there.practices are there.

Standards allow different software from differentStandards allow different software from differentvendors to communicate with each other andvendors to communicate with each other andexchange informationexchange information

kfl d dW kfl St d d




Workflow Management Collation (WFMC) is oneWorkflow Management Collation (WFMC) is oneof the first organizations that started toof the first organizations that started tostandardize the way workflow engines arestandardize the way workflow engines areimplementedimplemented

Object Management Group (OMG) startedObject Management Group (OMG) startedrecognizing other areas that WFMC did notrecognizing other areas that WFMC did notcover.cover.

It is not just about the workflow engine.It is not just about the workflow engine.

It is about how we visually model the businessIt is about how we visually model the businessprocessprocess

It is about how business process is representedIt is about how business process is represented

It is about how different engines might communicateIt is about how different engines might communicate

It is about the patterns that re-occur in businessIt is about the patterns that re-occur in business

processesprocesses

P Vi l R iP Vi l R t ti



Process Visual RepresentationProcess Visual Representation

Communicating the process visually toCommunicating the process visually toeveryone is very important.everyone is very important.

We need to unify our understanding to theWe need to unify our understanding to thebusiness process when we see it.business process when we see it.

We need a common language to bridge theWe need a common language to bridge the

communication gap that frequently occurscommunication gap that frequently occursbetween business process design andbetween business process design andimplementationimplementation

Standards are BPMN and UML. OtherStandards are BPMN and UML. Other

standards existstandards exist

P Vi l R iP Vi l R t ti



Process Visual Representation:Process Visual Representation:BPMNBPMN

Provides a standard notation that is readilyProvides a standard notation that is readilyunderstandable by all business stakeholders.understandable by all business stakeholders.

These business stakeholders include…These business stakeholders include…

Business analysts who create and refine theBusiness analysts who create and refine the

processes,processes,Technical developers responsible for implementingTechnical developers responsible for implementingthe processes,the processes,

Business managers who monitor and manage theBusiness managers who monitor and manage theprocesses.processes.

BPMN Ch k G t tBPMN Ch k G t t



BPMN: Check Group statusBPMN: Check Group statusworkflowworkflow

BPMN Di i C lBPMN Di i C l

http://upload.wikimedia.org/wikipedia/en/3/36/BPMN-AProcesswithNormalFlow.jpg



BPMN: Discussion CycleBPMN: Discussion CycleWorkflowWorkflow

St d d XPDLSt d d XPDL

http://upload.wikimedia.org/wikipedia/en/c/c0/BPMN-DiscussionCycle.jpg



Standards: XPDLStandards: XPDL

When you visually model the process, youWhen you visually model the process, youneed a way to save the process definitionsneed a way to save the process definitionsso you can…so you can…

Verify itVerify it

Execute itExecute it

XPDL is designed to capture BPMN modelsXPDL is designed to capture BPMN modelsinto XML formatinto XML format

Design tools can use XPDL representationDesign tools can use XPDL representationof the process to load, save and execute it.of the process to load, save and execute it.

St d d BPELSt d d BPEL



Standards: BPELStandards: BPEL

Business Process Execution LanguageBusiness Process Execution LanguageAn alternative to XPDLAn alternative to XPDL

Older standard with some limitationsOlder standard with some limitations

D M d li t lD M d li t l



Demo: Modeling toolDemo: Modeling tool

A dA d



AgendaAgenda

Introducing Workflow and Business ProcessIntroducing Workflow and Business ProcessFrom Workflow to Workflow ManagementFrom Workflow to Workflow Managementand BPMand BPM



MFSMFS



MFSMFSMass Financial ServicesMass Financial Services

Reduced Total Steps by 55 PercentReduced Total Steps by 55 Percent

LoggingLogging

CountingCounting

BatchingBatchingExcessive SortingExcessive Sorting

Time/Date StampTime/Date Stamp

CallbacksCallbacks

ErrorErrorRates/TrackingRates/Tracking

PhysicalPhysicalMovement/RoutingMovement/Routing

FilingFiling

ResearchResearch

MFSMFS



MFSMFSMass Financial ServicesMass Financial Services

AccountsAccounts 1,000,0001,000,000 1,170,0001,170,000

AssociatesAssociates 613613 406406

Quality MeasurementQuality Measurement 82%82% 99%99%

Workflow StepsWorkflow Steps 630630 270270

Service Levels:Service Levels: Processing TimeProcessing Time Up to 1 WeekUp to 1 Week

1 Day1 Day

CallbacksCallbacks 15%15% <.1%<.1%Customer Satisfaction:Customer Satisfaction:

Dalbar SurveyDalbar Survey 2626 11

19891989 NowNow

SSummary



SummarySummary

History of the processesHistory of the processesWhy we need processesWhy we need processes

What is the Business Process and workflowWhat is the Business Process and workflow

Business Process ManagementBusiness Process ManagementPhases of developing processes in BPMSPhases of developing processes in BPMS


Success ExamplesSuccess Examples

What was not coveredWhat was not covered



What was not coveredWhat was not covered

WFMC Reference modelWFMC Reference modelBPMS ArchitectureBPMS Architecture

Workflow PatternsWorkflow Patterns

ReferencesReferences



ReferencesReferences

Standards…Standards…BPMI.orgBPMI.org

OMG.ORGOMG.ORG

WFMC.ORGWFMC.ORG

Definitions and HighlightsDefinitions and Highlights

Workflow handbook 2005Workflow handbook 2005

wikipedia.orgwikipedia.org

Questions?Questions?



Questions?Questions?

01 - Introduction to Workflow

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