1. Working with the Work-Centered Analysis Framework

2. Elements of the Work-Centered Analysis (WCA) Framework:
The internal or external customers of the business process
The products (or services) generated by the business process.
The steps in the business process.
The participants in the business process.
The information the business process uses or creates.
The technology the business process uses.

3. WCA Framework CUSTOMERS PRODUCTS BUSINESS PROCESS PARTICIPANTS
INFORMATION
TECHNOLOGY

4. The WCA Framework
The WCA framework implies that although people sometimes speak of computers as systems, the system business professionals should focus on is the system performing the work.
The system performing the work is much broader than the technology. It includes the business processes, the participants, any information used, and any technology used.
The links are two-way, implying that the elements should be in balance. Also, changes in one place may result in changes in other elements.

5. WCA Elements

6. WCA
Elements

7. Applying the WCA Automated Teller Machines Wal-Mart Point of Sale
Amazon.com

8. Citibank ATM’s ATM = Automated Teller Machine.
Depositors perform common transactions at their convenience.
Citibank implemented 500 machines in the New York metro area in the late 1970’s - “The Citi Never Sleeps”.
Citibank Market share went from 4.5 % to 13 % from 1978 to 1987.
Competition built NYCE.

9. Citibank
ATMs

10. Walmart POS Walmart is world’s largest and most profitable retailer.
Walmart culture built on obtaining the most current information about what customers want.
Walmart invetsted $600 million over 5 years in IT. POS (Point of Sale) system avoids overstocking by learning what sells slowly.

11. Walmart
POS

12. Amazon.Com

13. Amazon.com: On-line Commerce
Innovations in information technology and telecommunications have led to radical changes in business processes.
What has Amazon.com demonstrated?
How does Amazon.com provide value for customers?
Will on-line bookstores ultimately have a negative effect on city life by wiping out most smaller local bookstores other than those in niche locations such as vacation areas
What are the elements of the WCA Framework?

14. Amazon.com - A New Way to Shop for Books

15. Amazon.com - A New Way to Shop for Books
CUSTOMER
Person who purchases books
Wholesalers that supply the books
Amazon.com’s shipping department

16. Amazon.com - A New Way to Shop for Books
PRODUCT
Information about books that might be purchased
Information describing each book order
Books that are eventually delivered

17. Amazon.com - A New Way to Shop for Books
BUSINESS PROCESS
Major Steps:
Purchaser logs on to
Purchaser identifies desired book or gives search criteria
Purchaser looks at book-related information and decides what to order
Purchaser enters order
Amazon.com orders book from wholesaler
Wholesaler sends book to Amazon.com
Shipping department packages order and sends it to the purchaser
Rationale:
Instead of forcing book buyers to go to typical bookstores, permit them to use online access from home or from work.

18. Amazon.com - A New Way to Shop for Books
PARTICIPANTS
People interested in purchasing books
Order fulfillment department of wholesaler
Shipping department of Amazon.com
INFORMATION
Orders for books
Price and other information about each book
TECHNOLOGY
Personal computer used by purchaser
Computers and networks used by Amazon.com for order processing

19. Competition in the College Bookstore Market