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What to predict and how to measure the results of business process
related projects ?
Ilia Bider, IbisSoft
Erik Perjons, Royal Institute of Technology (KTH)
Proceedings: http://bit.ly/18d5rje
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What to predict and measure?
Money-related properties • productivity• turnover• profit
People-related properties:• communication/
collaboration• human resource usage• knowledge gathering &
sharing
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People-related properties
• Collaboration between employees
• Collaboration between departments
• (De-facto) organizational structure
• Quality of planning
• Distribution of workload
• Stress
• Initiativness
• Transparancy
• Utilization of previous experience
• Goal and result awareness
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Model of organization
Department
Department Department
Activity Activity Activity Activity
Process
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• Organization• Employees• Departments• Managers• Activities• Process• Process participants
Department
Department Department
Activity Activity Activity Activity
Process
Model of organization
• Goal of the process• Result of the process• Communicate/Collaborate• Activity - carried out as a reaction on
events• Activity - planned and carried out • Replanning activitie
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Collaboration between employees
• Participation level – the number of employees that have been enganged in the processes divided by the number of activities that have been completed in the processes
• Interaction level – the number of completed passes between employees divided by the number of completed transitions
• Collaboration between employees – is reflected by the avarage values of participation and interaction level over all processes in an organization
Department
Department Department
Activity Activity Activity Activity
Process
Pass - a transition between employees Activity
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Collaboration between departments• Interdepartemental participation level – the number of departments
that have been engaged in the processes divided by the number of activities that has been completed in the processes
• Interdepartemental interaction level – the number of completed interdepartemental passes (between employees from different departments) divided by the number of completed transitions in the processes
• Collaboration between departments – is reflected by the avarage values of interdepartemental participaction and interaction level of all processes in an organization
Department
Department Department
Activity Activity Activity Activity
Process
An inter-departe-mental pass
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De-facto organizational structure
Department
Department Department
Activity Activity Activity Activity
Process
• Standing (of an employee) – the number of requests issued by an employee divided by the number of request received by the employee. A low value indicates that the employee is governed by others
• De-facto organizational structure – is reflected by the distribution of standings over employees. If the differences in standing is high, it is an indication of a hierarchical structure
Issue a request – an employee asks somebody to complete an activity
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Quality of planning
Department
Department Department
Activity Activity Activity Activity
Process
• Re-planning act – the act of changing the timeframe, changing the related employee, or removing an already planned activity
• Level of unrealistic planning – number of re-planned acts divided by the number of planned activities
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Distribution of workload
Department
Department Department
Activity Activity Activity Activity
Process
• Workload – the number of activities completed by an employee
• Distribution of workload – reflects how well human resources are used in a given organization, e.g. whether there are overloaded employees, while other are ”underloaded”
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Stress
Department
Department Department
Activity Activity Activity Activity
Process
• Level of stress – a subjective feeling of an employee that he/she has more activites to complete than he/she can handle
• Stressfullness of environment (for an employee) – the number of activities that are planned for an employee divided by the number of completed activities
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Initiativeness
Department
Department Department
Activity Activity Activity Activity
Process
• Self-assigned activity – an activity completed by an employee and that he/he was not obliged to carry out
• Initiativeness – the number of self-assigned activities divided by the total number of completed activities
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Transparency
Department
Department Department
Activity Activity Activity Activity
Process
• B-visible activity of A – an activity (planned or completed) assigned to employee A that another employee B has the right and possibility to observe
• A-transparency – all B-visible activities of A divided by the number of activities (planned or completed) for A
• Transparency of all employees – the average value of A-transparency for all employees
AB
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Utilization of previous experience
Department
Department Department
Activity Activity Activity Activity
Process
• Utilization of previous experiences – an act of using information in archives during completion of an activity
• Level of utilization of previous experiences – the number of completed activities the involve utilization of previous experiences divided by the number of activities completed
Previous experience
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Goal and result awareness
Department
Department Department
Activity Activity Activity Activity
Process
• Goal awareness – the number of processes for which a process participant know the goal of the processes divided by the number of processes in which the employee participates
• Result awareness – the number of finished processes for which a process participant know the result of the processes divided by the number of processes in which the employee participates
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Volume-related parameters• Example of volume-related parameters:
– the avarage number of activities per process
– the avarage number of started processes per time period
– the average of ongoing processes
– the avarage number of finished processes per time period
• Why do we need volume-related parameters?
Department
Department Department
Activity Activity Activity Activity
Process
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Measuring parameters
• How to measure
– Methods based on investigation of (arti)facts, e.g. mining system logs (if they exists)
– Methods based on measuring personal opinions and feelings (interviews and questionnaires)
• What to measure
– Absolute values
– Changes in values
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Questions for a questionnaireQuestion: How often have you been contacted by colleagues in your daily work, for example to inform about something, answer a question or carry out a working task? We have divided up the question in four sub-questions depending on categories of colleagues. Mark one alternative in each of the subquestions a), b), c) och d).
a) colleagues on your department
[ ] never
[ ] sometimes
[ ] often
b) your manager
[ ] never
[ ] sometimes
[ ] often
c) colleagues on some other department
[ ] never
[ ] sometimes
[ ] often
d) person that you are managing
[ ] never
[ ] sometimes
[ ] often
Comment: The question aims at investigating the following parameters: Collaboration between employees, Collaboration between departments, De-facto organizational structure.
Question: Are you distributing work-related information to your colleagues, even though it is not part of your working tasks? [ ] always [ ] often [ ] sometimes [ ] never Comment: The question aims at investigating the parameter: Initativeness.
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Thank you for your attention!
Ilia Biderwww.ibissoft.com/English
Erik Perjonswww.dsv.su.se/en