Introduction to Workflow Basic Concepts © Ed Green Penn State University Penn State University All...

Introduction to Introduction to WorkflowWorkflow

Basic ConceptsBasic Concepts

© Ed Green© Ed Green

Penn State UniversityPenn State University

All Rights Reserved All Rights Reserved

04/19/2304/19/23 Introduction to Workflow - Essential Introduction to Workflow - Essential ConceptsConcepts

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Topics and ObjectivesTopics and Objectives Topics to be coveredTopics to be covered

DefinitionsDefinitions IssuesIssues Process as a conceptProcess as a concept Business ProcessesBusiness Processes Business Process Business Process

ManagementManagement Business Process Business Process

RedesignRedesign Workflows and Workflows and

Workflow Management Workflow Management SystemsSystems

Workflow ManagementWorkflow Management

ObjectivesObjectives Provide definitions and Provide definitions and

explanations ofexplanations of WorkflowWorkflow ProcessProcess Business ProcessBusiness Process Workflow ManagementWorkflow Management Workflow Management Workflow Management

SystemsSystems Introduce basic Introduce basic

workflow conceptsworkflow concepts


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Workflow – A Definition and Workflow – A Definition and Associated IssuesAssociated Issues

DefinitionDefinition WorkflowWorkflow – a specific type of business process – a specific type of business process

that organizes that organizes bothboth work and associated work and associated resourcesresources

Key associated issuesKey associated issues1.1. Ability to adequately model workflows Ability to adequately model workflows

Modeling is an essential activity to support Modeling is an essential activity to support associated reasoningassociated reasoning

2.2. Design of workflow and business process Design of workflow and business process interconnectioninterconnection

3.3. Performance assessment of workflow processesPerformance assessment of workflow processes MeasurrandsMeasurrands Methods and techniquesMethods and techniques

4.4. Allocation of resources in an operational Allocation of resources in an operational environmentenvironment


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The Concept of Process and The Concept of Process and its Evolutionits Evolution

Definition Definition ProcessProcess – an organized set of steps that describes – an organized set of steps that describes

and governs the delivery of a product or service and governs the delivery of a product or service to a consumerto a consumer

Processes have always existedProcesses have always existed Evolved from the general to the specificEvolved from the general to the specific

Worker’s Worker’s focusfocus

Worker’s Worker’s capabilitiescapabilities

Entire process Entire process for all productsfor all products

Pure generalistPure generalist

PrehistoricPrehistoric

Entire process - Entire process - single productssingle products

IntermediateIntermediatespecialistspecialist

Ancient Ancient Middle Ages Middle Ages

Single part of aSingle part of aprocess for a process for a single productsingle product

Pure specialistPure specialist

Industrial timesIndustrial times Information AgeInformation Age


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Modern Meaning of ProcessModern Meaning of ProcessThe Information Age ViewThe Information Age View

Today’s world of workToday’s world of work Both specialists and generalists – working Both specialists and generalists – working

together to meet business objectivestogether to meet business objectives Business emphasisBusiness emphasis

FasterFaster SmallerSmaller More efficientMore efficient More productiveMore productive

As a resultAs a result Fine-tuningFine-tuning Down-sizingDown-sizing Re-engineeringRe-engineering Value-addingValue-adding Re-aligningRe-aligning


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On a Practical LevelOn a Practical Level Operationally an emphasis on process-Operationally an emphasis on process-

centered decisionscentered decisions Difficulties aboundDifficulties abound

Managing business processes is difficultManaging business processes is difficult Analogous to solving mathematical optimization Analogous to solving mathematical optimization

problemsproblems Significant intellectual challengeSignificant intellectual challenge

Research community supportResearch community support LogisticsLogistics Operations ResearchOperations Research Information EngineeringInformation Engineering

New discipline – New discipline – Business Process Business Process ManagementManagement – includes workflow – includes workflow


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Workflow – Key Workflow – Key QuestionsQuestions

The modeling process – what is necessary to The modeling process – what is necessary to model workflow?model workflow?

The efficiency process – how can efficiencies The efficiency process – how can efficiencies be embedded in a new or redesigned be embedded in a new or redesigned workflow process?workflow process?

The measurement process – how can The measurement process – how can workflow be measured?workflow be measured? PredictivePredictive PracticePractice

The resource allocation process – how to The resource allocation process – how to assign resources to a workflow?assign resources to a workflow?


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Workflow and Workflow and RelationshipsRelationships

Business processBusiness process – the organized set – the organized set of steps for conducting the business of steps for conducting the business of the organizationof the organization

Workflow processWorkflow process – the organized set – the organized set of steps for performing the work of steps for performing the work needed to support the conduct of needed to support the conduct of businessbusiness

Project Management processProject Management process – the – the organized set of steps for managing organized set of steps for managing the performance of workthe performance of work


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Workflows and Workflows and RelationshipsRelationships

WorkflowWorkflow

Pro

ject

Pro

ject

Man

ag

em

en

tM

an

ag

em

en

t Bu

sin

ess

Bu

sin

ess

Pro

cesses

Pro

cesses

Workflow, projectWorkflow, projectmanagement, andmanagement, andbusiness processesbusiness processesare interrelated.are interrelated.


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Workflow and RelationshipsWorkflow and RelationshipsMaking the ConnectionMaking the Connection

Business process encapsulated as a set of Business process encapsulated as a set of rules rules (business rules)(business rules)

Project management process encapsulated Project management process encapsulated a set of oriented tasks with resource a set of oriented tasks with resource (performer and time) allocations (performer and time) allocations (critical (critical path networks)path networks)

Workflow processes encapsulated as a Workflow processes encapsulated as a mapping of products/sub-products and mapping of products/sub-products and associated services/responsibilities associated services/responsibilities (work (work network)network) Analogous to a telecommunications networkAnalogous to a telecommunications network


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Workflow and its Workflow and its PlacementPlacement

Initial perspective – manufacturing and the Initial perspective – manufacturing and the production and delivery of (hard) goodsproduction and delivery of (hard) goods

Expanded perspective – creation of services and the Expanded perspective – creation of services and the delivery of (soft) goodsdelivery of (soft) goods

Information Age perspectiveInformation Age perspective Support production and delivery of goods and servicesSupport production and delivery of goods and services Provide automated capabilities in support of larger Provide automated capabilities in support of larger

business objectives business objectives Improved efficiencyImproved efficiency Increased productivityIncreased productivity Reduced costsReduced costs

Support the improved development delivery of Support the improved development delivery of information solutions information solutions

Meet schedule and cost commitmentsMeet schedule and cost commitments Approach zero defect (6 sigma, or 6Approach zero defect (6 sigma, or 6σσ) achievement ) achievement


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Business ProcessBusiness Process DefinitionsDefinitions

Business ProcessBusiness Process – – A set of logically related tasks performed to A set of logically related tasks performed to

achieve a defined business outcomeachieve a defined business outcome A collection of activities utilizing one or more A collection of activities utilizing one or more

kinds of input to create an output that is of kinds of input to create an output that is of value to a consumer (customer or user)value to a consumer (customer or user)

OutcomeOutcome – the goods produced and/or – the goods produced and/or services providedservices provided

Product and service types Product and service types Describe a market space Describe a market space Different from an actual instanceDifferent from an actual instance


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Business Process – Concept Business Process – Concept versus Actualversus Actual

Business process – Business process – conceptual description conceptual description of organizing work and of organizing work and resourcesresources

InvolvesInvolves PeoplePeople MaterialsMaterials ClientsClients MachinesMachines Computers Computers

Produces a <real> Produces a <real> product or serviceproduct or service

BusinessBusinessProcessProcess

ProductProductTypeType


Execution Execution ProductProduct

{1::1}{1::1}

{1::0,1,m}{1::0,1,m}

{1::0,1,m}{1::0,1,m} {1::0,1,m}{1::0,1,m}ActualActual

ConceptualConceptual


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Business Processes – A Business Processes – A Pause for DiscussionPause for Discussion

Using the model on chartUsing the model on chart13 (shown at right)13 (shown at right) Discuss applicability toDiscuss applicability to

production of a productproduction of a product(a stove, for example)(a stove, for example)

Discuss applicabilityDiscuss applicabilityto delivery of a serviceto delivery of a service(say tax return (say tax return preparation)preparation)

Discuss creation Discuss creation of an information solutionof an information solution


ProductProductTypeType


Execution Execution ProductProduct

{1::1}{1::1}

{1::0,1,m}{1::0,1,m}

{1::0,1,m}{1::0,1,m} {1::0,1,m}{1::0,1,m}ActualActual

ConceptualConceptual


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Business Processes – Business Processes – Performance TargetsPerformance Targets

Business processes important to meet Business processes important to meet outcome objectivesoutcome objectives

Outcome objectives – delivering the right Outcome objectives – delivering the right product to the right customer at the right product to the right customer at the right price at the time neededprice at the time needed

Associated measureandsAssociated measureands Cost – of production such that price to customer Cost – of production such that price to customer

returns a profitreturns a profit Time – of delivery is as promised to the customerTime – of delivery is as promised to the customer Quality – of result provides the capabilities Quality – of result provides the capabilities

essential to the customeressential to the customer Flexibility – of result is adaptable to customer Flexibility – of result is adaptable to customer

maturation and evaluation maturation and evaluation


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Business Processes – Business Processes – ClientsClients

Client – customer or consumerClient – customer or consumer The reason a business existsThe reason a business exists May be a person or an organization or May be a person or an organization or

bothboth Clients have demandClients have demand

Current – an existing needCurrent – an existing need Future – an expected needFuture – an expected need

Business processes must account for Business processes must account for both demand typesboth demand types


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Business Processes – Business Processes – Orders and TriggersOrders and Triggers

Business processes have a beginning and an Business processes have a beginning and an endend Beginning – receipt of an order or request for Beginning – receipt of an order or request for

serviceservice End – delivery of the ordered items or provision of End – delivery of the ordered items or provision of

requested servicesrequested services Business processes must indicate Business processes must indicate

Identity of Identity of beginningbeginning Identity of Identity of endend

TriggerTrigger – that condition that causes a – that condition that causes a business process to be initiatedbusiness process to be initiated Also applies to subordinate sub-processesAlso applies to subordinate sub-processes


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Business Processes - Business Processes - OrganizationsOrganizations

Business processes executed by Business processes executed by organizationsorganizations

Organization – collection of activities, Organization – collection of activities, assets, and means that fall within the assets, and means that fall within the responsibility of a legal entityresponsibility of a legal entity Physical organization – legally chartered Physical organization – legally chartered

single entity single entity Virtual organization – an organization Virtual organization – an organization

comprised of several component that may comprised of several component that may or may not be part of a single physical or may not be part of a single physical organizationorganization


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Business Processes – Business Processes – Organizations ExamplesOrganizations Examples

Physical Organization –Physical Organization –

Virtual OrganizationVirtual Organization


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Business Processes - Business Processes - ResourcesResources

Resource – generic term for that Resource – generic term for that which is required to produce a which is required to produce a product or deliver a serviceproduct or deliver a service People – the organizational assets that People – the organizational assets that

engaged in the associated intellectual engaged in the associated intellectual activities activities

Process – the organization assets that Process – the organization assets that direct the utilization or application of direct the utilization or application of resourcesresources

Facilities – the organizational assets that Facilities – the organizational assets that are used or applied by people in the are used or applied by people in the execution of processexecution of process


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Business Process – Tasks Business Process – Tasks and and

Sub-processesSub-processes Business processes are decomposableBusiness processes are decomposable

Process = {e | sub-processes Process = {e | sub-processes nn}} n >= 1n >= 1 Sub-process = {e | tasks Sub-process = {e | tasks nn}} n >= 1n >= 1 Task – specific logical unit of workTask – specific logical unit of work

ACID propertiesACID properties AtomicityAtomicity ConsistencyConsistency IsolationIsolation Durability Durability


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Business Process - Business Process - CategorizationCategorization

Execution FrequencyExecution Frequency Customized processes, Customized processes,

ad hoc processes, or ad hoc processes, or projectproject

One of kindOne of kind Mass-customization or Mass-customization or

productionproduction High frequencyHigh frequency Limited bandwidth of Limited bandwidth of

variationvariation Mass-production or Mass-production or

transactiontransaction Very high frequencyVery high frequency Fully standardizedFully standardized

Hosting organization Hosting organization distinctiondistinction Primary or production Primary or production

processesprocesses Target external partiesTarget external parties

Secondary or support Secondary or support processesprocesses

Maintain primary Maintain primary business processes business processes and/or means of and/or means of productionproduction

Tertiary or managerial Tertiary or managerial processesprocesses

Direct and coordinate Direct and coordinate primary and secondary primary and secondary business processesbusiness processes


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Business Process - Business Process - CategorizationsCategorizations

Hierarchical levelsHierarchical levels Real-time – high frequency decisions with very Real-time – high frequency decisions with very

short timeline impact. Process dynamics highly short timeline impact. Process dynamics highly relevant. relevant.

Operational level – considerable frequency with Operational level – considerable frequency with limited impact. Process dynamics very relevant.limited impact. Process dynamics very relevant.

Tactical level – periodic frequency with varying Tactical level – periodic frequency with varying impact ranging from limited to considerable. impact ranging from limited to considerable. Process dynamics may be relevant.Process dynamics may be relevant.

Strategic level – infrequent decision with long Strategic level – infrequent decision with long ranging impact. Process dynamics not ranging impact. Process dynamics not particularly relevant.particularly relevant.


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Business Process Business Process ManagementManagement

Design and control of business processesDesign and control of business processes Elementary components of BPMElementary components of BPM

FactorsFactors Already committed resourcesAlready committed resources Expected size of workExpected size of work Number of orders within the processNumber of orders within the process Required skills to do the workRequired skills to do the work

DesignDesign ControlControl

Build TimeBuild Time StrategicStrategic TacticalTactical

Run TimeRun Time TacticalTactical OperationalOperational

Real timeReal time


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Business Process Business Process RedesignRedesign

Application of information technology to Application of information technology to promote the changing process structurepromote the changing process structure

Driver – importance of how corporate work Driver – importance of how corporate work is organized to promote profitability, is organized to promote profitability, effectiveness, and efficiencyeffectiveness, and efficiency

ChangeChange Fundamental rethinkingFundamental rethinking Radical redesignRadical redesign Dramatic improvementsDramatic improvements

CostCost QualityQuality ServiceService Speed Speed


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Business Process Business Process RedesignRedesign

Generally applied to highly Generally applied to highly competitive, client-facing business competitive, client-facing business processesprocesses

Drivers of changeDrivers of change Increasing pressures of globalizationIncreasing pressures of globalization Positional dominance of clients as Positional dominance of clients as

compared to supplierscompared to suppliers Quality, service, and price demandsQuality, service, and price demands

Technology as an enablerTechnology as an enabler


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Business Process Redesign Business Process Redesign – Areas of Risk– Areas of Risk

Failure to meet Failure to meet intended objectivesintended objectives Absence of clear and Absence of clear and

measurable objectivesmeasurable objectives Lack of (starting) null Lack of (starting) null

measurementmeasurement ChallengesChallenges

TechnologicalTechnological Sociocultural Sociocultural

Organizational risksOrganizational risks Resistance to changeResistance to change Lack of motivationLack of motivation Improper/inadequate Improper/inadequate

communicationscommunications

Project management Project management risksrisks Time schedulesTime schedules Required resourcesRequired resources BudgetsBudgets

Technical risksTechnical risks Bad designBad design Poor process Poor process

identificationidentification Unreliability of Unreliability of

information technology information technology componentscomponents

Good process design – theGood process design – thecornerstone of a successfulcornerstone of a successful

BPR projectBPR project


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WorkflowsWorkflows Special kind of business processSpecial kind of business process Refers exclusively to the control dimension of a Refers exclusively to the control dimension of a

business processbusiness process Dependencies among tasks to be respected when Dependencies among tasks to be respected when

executing a business processexecuting a business process Workflow Management SystemWorkflow Management System

Supports business processesSupports business processes DefinitionDefinition ExecutionExecution RegistrationRegistration Control Control

Delivering the right work to the right place at the right Delivering the right work to the right place at the right timetime

Distinguishes tasks and dependenciesDistinguishes tasks and dependencies Incorporates required resources for tasksIncorporates required resources for tasks FlexibleFlexible OptimizedOptimized


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Workflow CharacteristicsWorkflow Characteristics Essential Essential

Case-based – each activity attributable to a single, Case-based – each activity attributable to a single, discrete casediscrete case

Uniquely distinguishedUniquely distinguished Clear beginning and end (of a case)Clear beginning and end (of a case)

Make-to-order – process initiation clearly Make-to-order – process initiation clearly identifiedidentified

CommonCommon Information characterInformation character Role of people for interpretation and/or decision Role of people for interpretation and/or decision

makingmaking Repetitive execution of supported business Repetitive execution of supported business

processprocess

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