Agent Assignment for Process Management [Elektronische Ressource] : Resource Management Support for Skill Intensive Applications of Workflow Technology ; Technical and Methodological Issues / Muhammad Ramzan Talib. Betreuer: Stefan Jablonski

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Agent Assignment for Process Management: Resource Management Support for Skill Intensive Applications of Workflow Technology Thechnical and Methodological Issues Von der Universität Bayreuth zur Erlangung des Grades eines Doctors der Naturwissenschaften (Dr. rer. nat.) Genehmigte Abhandlung von M. Ramzan Talib 1. Gutachter: Prof. Dr.-Ing. Stefan Jablonski 2. Gutachter: Prof. Dr. Jorge Cardoso Tag der Einreichung: 28 July 2011 Tag des Kolloquiums: 19 Sep 2011 TABLE OF CONTENTS [i] LIST OF FIGURES ………………………………………………………… [iii] LIST OF TABLES …………….… [v] DEDICATION ………………………………………………………….… [vii] ACKNOWLEDGEMENT ……….… [ix] ABSTRACT ………………………………………………………….… ZUSAMMENFASSUNG ………… [xi] 1Chapter 1: Introduction ............................................................................................... 1 1.1 Motivation ................................................. 3 1.1.1 Workflow Resource Management ............................................ 4 1.1.2 Human Resource Management ................ 5 1.2 Workflow Management ............................................................................................ 9 1.3 Workflow Resource Management .......................................................................... 10 1.3.1 Organizational Model ............................. 11 1.3.2 Assignment Policy ..........................................................................
Publié le : samedi 1 janvier 2011
Lecture(s) : 37
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Source : D-NB.INFO/1015875114/34
Nombre de pages : 209
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Agent Assignment for Process Management: Resource Management
Support for Skill Intensive Applications of Workflow Technology
Thechnical and Methodological Issues







Von der Universität Bayreuth
zur Erlangung des Grades eines
Doctors der Naturwissenschaften (Dr. rer. nat.)
Genehmigte Abhandlung



von


M. Ramzan Talib




1. Gutachter: Prof. Dr.-Ing. Stefan Jablonski
2. Gutachter: Prof. Dr. Jorge Cardoso


Tag der Einreichung: 28 July 2011
Tag des Kolloquiums: 19 Sep 2011







TABLE OF CONTENTS
[i] LIST OF FIGURES …………………………………………………………
[iii] LIST OF TABLES …………….…
[v] DEDICATION ………………………………………………………….…
[vii] ACKNOWLEDGEMENT ……….…
[ix] ABSTRACT ………………………………………………………….…
ZUSAMMENFASSUNG ………… [xi]
1Chapter 1: Introduction ............................................................................................... 1
1.1 Motivation ................................................. 3
1.1.1 Workflow Resource Management ............................................ 4
1.1.2 Human Resource Management ................ 5
1.2 Workflow Management ............................................................................................ 9
1.3 Workflow Resource Management .......................................................................... 10
1.3.1 Organizational Model ............................. 11
1.3.2 Assignment Policy ................................................................................................... 13
1.4 Identified Issues ...... 14
1.5 Contributions ........................................................................................................... 18
1.6 Thesis Structure ....... 24
2Chapter 2: Related Work .......................................................................................... 27
2.1 Business Process Modeling Languages ................................... 30
2.1.1 Business Process Modeling Notation ...... 30
2.1.2 Unified Modeling Language (UML) 2.0 Activity Diagram (AD) ............................... 32
2.1.3 Petri Nets ................................................................................................................ 33

2.1.4 Event Driven Process Chain .................................................................................... 34
2.1.5 Integrated DEFinition Method 3 ............. 36
2.1.6 Extendable Enterprise Modeling Language ............................................................ 38
2.1.7 User Requirement Notation.................................................... 39
2.1.8 Summary of Business Process Modeling Languages .............................................. 42
2.2 Performance Evaluation Mechanisms .................................... 46
2.2.1 Process Centric Performance Evaluation Frameworks ........... 47
2.2.1.1 IBM WebSphere ........................................................................................ 47
2.2.1.2 Appian Enterprise BPM Suites .................................. 49
2.2.1.3 GLobal360 BPM Suite ............................................... 50
2.2.1.4 Tibco iProcess Suite .................................................. 51
2.2.1.5 Pega System Smart BPM Suite ................................................................. 52
2.2.1.6 Savvion BusinessManager Platform ......................... 53
2.2.2 Employees Performance Evaluation Methods ....................................................... 54
2.2.2.1 Essay Evaluation ................................ 54
2.2.2.2 Critical Incident Method ........................................... 56
2.2.2.3 Graphical Rating Scale .............................................. 57
2.2.2.4 Multi-Person Comparison ......... 59
2.2.2.5 Forced Distribution ................................................................................... 60
2.2.2.6 Management By Objective ....... 61
2.2.2.7 Balanced Scorecard .................. 62
2.2.3 Summary of Performance Evaluation Mechanisms................................................ 65
2.3 Process Improvement Theories .............................................. 67
2.3.1 Total Quality Management ..................................................... 67
2.3.2 Six Sigma ................................................. 69
2.3.3 Lean Thinking .......................................................................... 70
2.3.4 Business Process Reengineering ............. 71
2.3.5 Summary of Process Improvement Theories.......................................................... 73

2.4 Resource Allocation Mechanisms ........................................................................... 74
2.4.1 Staffware ................................................. 75
2.4.2 WebSphere MQ ...................................................................... 76
2.4.3 FLOWer ................... 76
2.4.4 COSA ........................................................................................................................ 77
2.4.5 iPlanet ..................... 78
2.4.6 jBPM ........................ 78
2.4.7 OpenWFE ................................................................................................................ 79
2.4.8 Enhydra Shark ......... 79
2.4.9 Oracle BPEL Process Manager ................ 80
2.4.10 Summary of Resource Allocation Mechanisms ...................................................... 80
3Chapter 3: Goal Modeling ......................................................... 83
3.1 Goal Overview ......................................................................... 85
3.2 Conceptual Foundation ........................................................... 87
3.3 Goal Modeling in Process Modeling Environment.................. 89
3.4 Goal Customization in the POPM Meta Model ....................................................... 94
3.4.1 POPM Meta Model Architecture ............................................ 94
3.4.2 Goal Schema ........................................................................... 96
3.4.3 Goal Customization in POPM Meta Model Architecture ........ 98
4Chapter 4: Agent Performance Evaluation Framework ...........................................103
4.1 Motivation ............................................................................. 105
4.2 Domain Knowledge Incorporation ........ 108
4.3 Framework Architecture ....................................................................................... 112
4.3.1 Goal Retrieval ........................................................................................................ 114
4.3.2 Data Extraction ..... 114
4.3.3 Analysis ................................................................................................................. 114
4.3.4 Feedback ............... 123
4.3.5 Visualization .......................................................................................................... 126

4.4 Experiments and Experiences ............................................................................... 127
5Chapter 5: Workflow Lifecycle Support for Continuous Resource Improvement ... 131
5.1 BPM Overview ....................................................................................................... 133
5.2 Standard Workflow Lifecycle ................ 134
5.2.1 Analysis Phase ....... 135
5.2.2 Design Phase ......................................................................................................... 136
5.2.3 Implementation Phase .......................................................................................... 137
5.2.4 Execution Phase .................................... 138
5.2.5 Evaluation Phase ................................................................... 139
5.3 Missing Link between Resource and Process ........................ 140
5.4 Workflow Lifecycle for Continuous Resource Improvement ................................ 142
5.4.1 Analysis Phase ....................................................................... 143
5.4.2 Design Phase ......................................... 144
5.4.3 Implementation Phase .......................................................................................... 145
5.4.4 Execution Phase .................................... 146
5.4.5 Evaluation Phase ................................................................... 146
6Chapter 6: Competency Driven Dynamic Resource Management Methodology ...... 149
6.1 Task Assignment Concerns .................................................................................... 151
6.2 Competency Management Background ............................... 153
6.3 CDRM Methodology .............................................................................................. 154
6.3.1 Defining Goal ......................................... 157
6.3.2 APE Framework ..................................................................... 158
6.3.3 Competency Driven Organizational Database ...................................................... 159
6.3.4 Competency Driven Assignment Policy ................................ 160
6.4 Policy Resolution ................................................................... 161
7Chapter 7: Summary and Future Perspectives ........................ 165
7.1 Summary ............................................................................................................... 166
7.2 Future Perspectives ............................................................................................... 168

7.2.1 Process Analytical Modeling ................................................................................. 168
7.2.2 Process Centric Operational Intelligence .............................. 168
7.2.3 Knowledge Discovery and Data Mining Modeling Framework ............................ 169
Appendix…………………………………………………………………………………………………………171
Bibliography …………………………177






LIST OF FIGURES
Figure 1.1: Organizational meta model ................................................................................. 12
Figure 1.2: An organizational model of an apparel division .................. 13
Figure 1.3: An assignment policy for cutting process ............................................................ 14
Figure 1.4: Alignment of identified issues, key requirements and our contributions ........... 18
Figure 1.5: Traditional resource management approach ...................... 22
Figure 1.6: Our innovative resource management methodological model .......................... 23
Figure 2.1: Subset of BPMN notations ................................................................................... 31
Figure 2.2: Subset of UML AD notations ................ 33
Figure 2.3: Subset of Petri Nets notations ............. 34
Figure 2.4: Subset of EPC notations ....................................................................................... 36
Figure 2.5: Subset of IDEF3 process description schematics ................. 37
Figure 2.6: EEML goal modeling and process modeling link 39
Figure 2.7: Subset of UMC Notations .................................................................................... 41
Figure 2.8: Subset of GRL Notations ...................... 42
Figure 2.9: Evaluation criteria ................................................................................................ 47
Figure 2.10: Balanced scorecard ............................ 63
Figure 2.11: Deming cycle ...... 68
Figure 2.12: Six sigma design and improvement methodology ............................................ 70
Figure 2.13: Leans thinking principles ................................................... 71
Figure 2.14: BPR Methodology .............................................................. 73
Figure 3.1: POPM Building blocks for process modeling constructs ..................................... 87
Figure 3.2: I>PM process modeling environment .. 90
Figure 3.3: Goal measurement definition .............................................. 91
Figure 3.4: Goal context definition ........................................................ 93
Figure 3.5: The POPM meta model stack .............. 95
Figure 3.6: Goal concept definition ....................................................... 97
Figure 3.7: POPM meta model hierarchy .............................................. 98
Figure 4.1: Goal measurement definition incorporates domain knowledge ...................... 111
Figure 4.2: Goal context definition incorporates domain knowledge ................................. 112
Figure 4.3: APE framework architecture.............................................. 113
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Figure 4.4: Functional view of analysis phase ...................................................................... 115
Figure 4.5: Categorization of data extracted through goal query ....... 117
Figure 4.6: Decision tree ...................................... 118
Figure 4.7: Integrated data structure .................................................................................. 120
Figure 4.8: Competency driven organizational relation Play ............... 124
Figure 4.9: Competency driven assignment policy .............................................................. 124
Figure 4.10: Assignment Policy learned through PAPE method .......................................... 126
Figure 4.11: Performance graph .......................................................... 127
Figure 4.12: Performance evaluation results for cutting process ....... 129
Figure 5.1: Standard workflow lifecycle............................................................................... 135
Figure 5.2: Process resource success conceptual relationship model. 141
Figure 5.3: Goal stakeholders .............................................................................................. 143
Figure 6.1: Competency management equation [Sud07] .................... 153
Figure 6.2: Success demand-and-supply model .................................. 155
Figure 6.3: CDRM methodological framework architecture................ 157
Figure 6.4: Competency driven organizational database .................................................... 160
Figure 6.5: Competency driven assignment policy .............................. 161
Figure 6.6: Policy resolution mechanism ............................................. 162


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