707.009 Foundations of Knowledge Management Business Process - - PowerPoint PPT Presentation

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707.009 Foundations of Knowledge Management Business Process - - PowerPoint PPT Presentation

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Knowledge Management Institute 707.009 Foundations of Knowledge Management Business Process Oriented Knowledge Management Markus Strohmaier Univ. Ass. / Assistant Professor Knowledge Management Institute Graz University of Technology,

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Knowledge Management Institute 1

Markus Strohmaier 2008

707.009 Foundations of Knowledge Management „Business Process Oriented Knowledge Management“

Markus Strohmaier

  • Univ. Ass. / Assistant Professor

Knowledge Management Institute Graz University of Technology, Austria e-mail: markus.strohmaier@tugraz.at web: http://www.kmi.tugraz.at/staff/markus

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Overview

Previously:

  • Knowledge Organization / Categorization
  • Broad Knowledge Bases
  • Knowledge Acquisition
  • Knowledge Transfer
  • Organizational Knowledge Repositories
  • (Cognitive Psychology Theories)

Today: Business Process Oriented Knowledge Management

Systems Perspective Organizational Perspective

+ +

Engineering Perspective

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Schools of KM [Earl 2001]

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Presentation Overview

– Introduction & Motivation – Research Challenges & Objectives – Principle Approach – The B-KIDE Framework & Tool – Proof of Concept – Applicability

  • Agenda:

H

  • w

c a n w e i d e n t i f y a n d s u p p

  • r

t k n

  • w

l e d g e p r

  • c

e s s e s i n

  • r

g a n i z a t i

  • n

s ?

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Changing Work Practices

http://www.heise.de/newsti cker/Vor-50-Jahren-Der- Wissensarbeiter-betritt-die- Buehne--/meldung/121342 (Heise, 8. Jän. 2009)

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Taylorism & Fordism

(1936)

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Organization of Work – Taylorism & Fordism

– Frederic Taylor: Principles of Scientific Management

– devised a means of detailing a division of labor in time-and-motion studies and a wage system based on performance.

– Henry Ford: Industrial production of the automobile

– Mass production

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Process-Oriented Management

ISO 9001:2000

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Manual vs. Knowledge Work

http://www.flickr.com/photos/papuass/

Knowledge Intensity: Learning time Half life Decision scope Agent impact Complexity: Process steps Involved agents Interdependency Process dynamic

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ISO 9000 Certifications in Europe

(Source: The ISO Survey (...): Twelfth cycle : Dec, 31th 2002)

ISO

9001:2000

ISO

9000

76.678 22.888 292.970 269.950 220.127 190.248 166.255 143.674 Dec 2002 Dec 2001 Dec 2000 Dec 1999 Dec 1998 Dec 1997

Process Oriented Approach

Challenge 1: Optimization of Process Networks

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Future Relevance of Management Tools

(conducted in 2003/09, 114 Consultants from D, A, CH. Source: Prof. Matzler)

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Customer Satisfaction

(conducted in 2003/09, 114 Consultants from D, A, CH. Source: Prof. Matzler)

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Relation between Business Processes & Knowledge Processes

Based on [Remus02]

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Markus Strohmaier 2008 Aris [Sch96, Sch00], K-Modeler [GPSW03], Papavassiliou et al. [PMA02, PNAM02], ...

Business Process Oriented Knowledge Management Application Domains

Business Process Modelling Business Process Learning Business Process Support Business Process Execution Business Process I m provem ent Business Process Analysis

AD-HOC [Far03], Advisor [SP01], MODEL [PPS02], ... BKM [BsV00, Har02], KNRM [RES+00], GPO- WM [Hei01, MHV03], [HHDG02], [Jan00], [MHA03], ... Milos [MH99, MT02], Promote [KT00, AHMM02, TK02, WK02, Woi03, WK03], Workbrain [WWT98], EULE [RMS00], ... KODA [AHMM02, DHB01], indiGO [VA+02, DRA+03], ...

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Presentation Overview

– Introduction & Motivation – Research Challenges & Objectives – Principle Approach – The B-KIDE Framework & Tool – Proof of Concept – Applicability

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Research Challenge 1

Networks of Business Processes

How can Networks of Business Processes be Supported? – Current BPM Approaches Focus on Single Business Processes – Industrial Standards suggest to Focus on Business Process Networks and – Interactions [iso00c] – Knowledge Flows represent a Type of such Interactions [Str03] – Improvement of Knowledge Intensive Business Processes stronger relates to an Improvement of Knowledge Flows rather than Workflows [RL00]

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A Knowledge Infrastructure Development Project

Based on [Schreiber et al. 02]

Identification of Knowledge Flows Support for Knowledge Flows Participation in Knowledge Flows

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Presentation Overview

– Introduction & Motivation – Research Challenges & Objectives – Principle Approach – The B-KIDE Framework & Tool – Proof of Concept – Applicability

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A Simplified Example – Work & Knowledge Flows

Acquisition Process

  • Dev. Process

Marketing Process Problem: How can such knowledge flows be identified and supported? relevant knowledge flows

Knowledge about customers

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Knowledge Work Modeling and Analysis

– Who depends on what kind of knowledge? – Who do people turn to in order to acquire knowledge? – How is knowledge transfer executed and facilitated? – What instruments are used? – How is knowledge being transferred across organizational units / business locations? – Who knows what? – …

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Data Transformation

Principle Approach

Business Process Perspective

Know ledge Process ( I I ) Storage ( I ) Generation ( I I I ) Transfer ( I V) Application I I I I I I I V

Knowledge Process Perspective

e.g. Portals

Waste of Ressources?

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So, What are Knowledge Processes?

Process/Role

Simple Definition: The flow of information Precise Definition: Knowledge processes describe distributed,

  • rganizational knowledge work. Thereby, knowledge processes typically

include descriptions of [Str03b]: knowledge flows, specific knowledge activities, involved persons or roles and associated business processes regarding a certain knowledge domain.

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The Principle Approach

Data Transformation Analysis & Requirements

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Presentation Overview

– Introduction & Motivation – Research Challenges & Objectives – Principle Approach – The B-KIDE Framework & Tool – Proof of Concept – Applicability

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The B-KIDE Framework and The B-KIDE Tool

B-KIDE: Business process oriented Knowledge Infrastructure DEvelopment

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B-KIDE Model Architecture The Modelling Structure in UML

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The B-KIDE Tool

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B-KIDE Tool – Making the Case

Acquisition Process

  • Dev. Process

Marketing Process Problem: How can such knowledge flows be identified and supported?

Knowledge about customers

Interviews with

Knowledge Analyst

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Repository

Analysis Tools

  • KnowFlow Reports

KnowFlow Toolset

Interview Tools

  • B-KIDE Tool
  • KnowFlow Web

Web-based Interview and Interviewmgt. application Client-based application Client-based application

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B-KIDE Tool Principle & Functionality

Knowledge Analyst KI Designer B-KIDE Tool Internal Structure

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B-KIDE Tool

B-KIDE Reference Models Interview Questions Current Interview Role Business Processes Interview Answer Fields

Application Generation Transfer Storage Knowledge Domain Business Process Organization. Role Transfer Object Storage Object

What information do you need in order to be able to execute this business process?

B-KIDE Specific Knowl.Act.

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The B-KIDE Tool Live Demo - _________

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B-KIDE Tool

B-KIDE Tool is an instrument for:

– Identification of Knowledge Processes – Development of Knowledge Infrastructures

B-KIDE Tools achieves that through

– Support for Interview Situations (Model Creation) – Support for Analyzing Created Models (Model Analysis) – Support for Designing Supportive Knowledge Infrastructures

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B-KIDE Tool Functionality

Provides the Ability to Model Organizational Work through...

– An Implementation of the B-KIDE Model Architecture – The Ability to Perform the B-KIDE Data Transformation – Support for Knowledge Analysts and KI Designers

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Knowledge Problem Identification

Knowledge about „Construction Design Changes“

KP Pattern 2 ? ?

„Undefined Responsibility“ Cause:

  • Meeting Minutes represent a „Workaround“

Improvement Potential:

  • Inclusion of a „Construction Design Change Item“

in the engineering software system

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Knowledge about „Part Lists“

Knowledge Problem Identification

KP Pattern 5 ?

„Knowledge Outage“ Cause:

  • Detached logistics and engineering software systems

Improvement Potential:

  • Integration of the two systems
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Knowledge Problem Identification

Knowledge about „Part Lists“

?

„Knowledge Outage“ Cause:

  • Excel Files were created because of lacking

engineering system reports Improvement Potential:

  • Engineering system report generation
  • Integration of transfer activity in business processes

KP Pattern 5 KP Pattern 2 ? ?

„Undefined Responsibility“

?

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Roles

Graph-based Visualization

color

Satisfaction Nominations

line thickness

Confirmation

line type

Direction of Flow

arrows

Role Properties

Line type

Knowledge Domain

Number

B-KIDE Analysis Tool

[Kraaijenbrink 2003]

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B-KIDE Analysis Tool

Role-based Knowledge Flow Diagram

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B-KIDE Analysis Tool

Location-based Knowledge Flow Diagram

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B-KIDE Analysis Tool

Role-Based Knowledge Processes

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Presentation Overview

– Introduction & Motivation – Research Challenges & Objectives – Principle Approach – The B-KIDE Framework & Tool – Proof of Concept – Applicability

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Case Study 1 B-KIDE Modeling Technique Application

Business Process Reference Model Knowledge Domain Reference Model More than 50 Identified Knowledge Processes

! ! ! ! ! ! ! ! !

Priorization and Filtering

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Proof of Concept B-KIDE Method Application

Identified As-Is Knowledge Process Defined To-Be Knowledge Process

?

!

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Knowledge Infrastructure Implementation Case Study 1

Software Development Human Ressources Ressource Management Current Projects - Server Current Projects - Server (URDs) Current Projects - Server (SRDs) Current Projects - Server (ADDs) Current Projects - Server (NCRs) Current Projects - Server Current Releases Software Dev. Processes Manuals Administration Project Plans (zeit.hw) Project Navigation:

Project Nr.

Jump To: HW Büro Templates Proc.orient. Structure "Freitag Statusmails" Archive e-mail 1 e-mail 2 e-mail 3 e-mail 4 Development Team Absences Current RSDs RSD 1 Release 1 Release 2 Release 3 TL-Role Description Current Projects - Server (WPRs)

KP 1.3.1 KP 1.4.1 KP 1.4.1 (KP2.3) KP 5.1.7 KP 1.4.1 heuristi cally heuristi cally KP 1.3.1 heuristi cally

1. 2. 3. To-Be KP Filtering Mock-Up Implementation

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  • ther Portals

Case Study 1: Results A Developed Knowledge Infrastructure

Role Portal HR

  • ther Sources

Role Portal VPE Role Portal TL

Knowledge Processes

Generation, Storage Transfer Application

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Hyperwave eKnowledge Infrastructure

Case Study 1: Results A Developed Knowledge Infrastructure

Role Portal HR Role Portal Div. Mgr. Role Portal Top Mgt.

  • „Arrow 3“

Functionality

  • Business Process

Network

PhD Objectives:

– Improve environments – Enable role-oriented access – Enable autonomous routing – Standardize the execution – Increase transparency

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Presentation Overview

– Introduction & Motivation – Research Challenges & Objectives – Principle Approach – The B-KIDE Framework & Tool – Proof of Concept – Applicability

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Further Applications: Maturity Models The KPQM Model [Paulzen02]

Knowledge Process Identification Knowledge Process Support chaotic

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Administrative Issues

Final Exam in three weeks – You need to register for the exam on TUG online! (until 27.1.2009) – Date: 29.1., 14:00-16:00, HS i12 – Results: within 4 weeks – Please also see „What you need to know about the final exam“: http://kmi.tugraz.at/staff/markus/courses/WS2008-09/707.009_knowledge- management/index.html#policyforexams – Next week: „Time to answer your questions regarding the organization of the final exam!“

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Any questions? End of Presentation