مهندسی مجدد فرآیندهای تجاری

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Presentation transcript:

مهندسی مجدد فرآیندهای تجاری بخش سوم: مدیریت منابع فرآیند Workflow Resource Management

Workflow management concepts A workflow definition is composed out of three parts: process definition: a description of the process itself resource classification: a classification of the resources to be used resource management rules: how to map work onto resources

In what order? Pull control Determined by people, i.e., a "race" for attention. System may "suggest" urgent work items or offer multiple view on the work available. Push control System decides whether the worker can view and/or select multiple work items, i.e., order may be enforced or suggested. In both cases possible queueing disciplines are: FIFO (First In First Out) LIFO (Last In First Out) SPT (Shortest Processing Time) EDD (Earliest Due Date) PRIO (Prioritization based on case attributes)

Example (taken from "Operations Management" by Roberta Russell & Bernard W. Taylor) PROCESSING DUE WorkItem TIME DATE A 5 10 B 10 15 C 2 5 D 8 12 E 6 8 Note that unlike most scheduling problems work items emerge on the fly!

FIFO (also known as FCFS) B 5 10 15 15 0 C 15 2 17 5 12 D 17 8 25 12 13 E 25 6 31 8 23 FIFO START PROCESSING COMPLETION DUE SEQUENCE TIME TIME TIME DATE TARDINESS

EDD C 0 2 2 5 0 E 2 6 8 8 0 A 8 5 13 10 3 D 13 8 21 12 9 B 21 10 31 15 16 EDD START PROCESSING COMPLETION DUE SEQUENCE TIME TIME TIME DATE TARDINESS

SPT C 0 2 2 5 0 A 2 5 7 10 0 E 7 6 13 8 5 D 13 8 21 12 9 B 21 10 31 15 16 SPT START PROCESSING COMPLETION DUE SEQUENCE TIME TIME TIME DATE TARDINESS

We will return to the topic of workflow analysis and simulation... Comparison FIFO 18.60 9.6 3 23 EDD 15.00 5.6 3 16 SPT 14.80 6.0 3 16 AVERAGE AVERAGE NO. OF MAXIMUM RULE COMPLETION TIME TARDINESS WI TARDY TARDINESS We will return to the topic of workflow analysis and simulation...

Push versus pull

Push control workflow enactment service push to a selected "victim"

Pull control workflow enactment service pull selected work items

pull control

Mosts WFM systems are hybrid, e.g., Staffware personal queue group queue

Who is doing what? Pull control Determined by people, i.e., a "race" among resources. Select to start and/or select to allocate work item. Push control Round robin. Weighted round robin. Shortest queue. Select the most specialized resource (i.e., do not allocate "generalists" unless needed).