Today’s global markets demand global processes. Increasingly, these processes are not only distributed, but also contain mobile aspects. We discuss two challenges brought about by these mobile business processes: Firstly, the need to specify the distribution of processes across several sites, and secondly, the need to specify the dialog flows of the applications implementing those processes on mobile devices. To remedy the first challenge, we give an overview of the Process Landscaping method with its support for refining processes across multiple abstraction layers and associating their activities and objects with distinguished locations. Next, we present a Dialog Flow Notation and Dialog Control Framework for the specification and management of complex hypertext-based dialog flows. These tools allow developers to build user interfaces for mobile client devices with different input/output capabilities, which all access the same application logic on a central server.

This article describes the method of Mobile Process Landscaping by example of a project in which the service processes of a company from the housing industry were analyzed regarding their mobile potential. This analysis was conducted with the aim to organize these processes more efficiently in order to realize cost savings. Therefore, the method of Mobile Process Landscaping, which is introduced in this article, was used. The method refers to the stage of requirements engineering in the software process. It is shown how the initial situation of the company was analyzed, which alternative process models on the basis of mobility supporting technology were developed and how these alternatives were economically evaluated. Furthermore, it is shown how first restrictions for the software and system design were made on the basis of one process model. Finally, it is shown how the Mobile Process Landscaping method can be used to verify whether the adoption of mobility supporting technology is suitable to obtain a defined goal and which requirements such a solution needs to fulfill.

To improve our understanding of offshoring and how it is evolving, salient ideas from both institutional and prospect theories are utilized to build a more descriptive model of how decisions are made to (re)direct foreign investment into offshored activities. Careful examinations of the offshoring programs in India and Mexico reveal that they took different investment trajectories during the past decade that can be aptly explained by this integrative model. The primary information used to measure the population trends of offshoring firms in India and Mexico comes from proprietary data sources for each country that issue annual reports on the number of operators in their respective offshoring sectors, that is, services and manufacturing.

To improve our understanding of offshoring and how it is evolving, salient ideas from both institutional and prospect theories are utilized to build a more descriptive model of how decisions are made to (re)direct foreign investment into offshored activities. Careful examinations of the offshoring programs in India and Mexico reveal that they took different investment trajectories during the past decade that can be aptly explained by this integrative model. The primary information used to measure the population trends of offshoring firms in India and Mexico comes from proprietary data sources for each country that issue annual reports on the number of operators in their respective offshoring sectors, that is, services and manufacturing.

El presente trabajo propone un modelo para la evaluación de variables en el sector salud utilizando Process Mining y Data Visualization soportado por la herramienta Celonis. Esto surge ante la problemática orientada a la dificultad en la comprensión de las actividades que están involucradas en los procesos negocios y los resultados de este. El proyecto se centra en la investigación de dos disciplinas emergentes. Una de estas disciplinas es Process Mining y se enfoca principalmente en los procesos, en los datos por cada evento, esto con el fin de descubrir un modelo, ver conformidad de los procesos o mejorarlos (Process Mining: Una técnica innovadora para la mejora de los procesos, 2016). La segunda disciplina es Data Visualization, esta permite presentar los datos en un formato gráfico o pictórico ("Data Visualization: What it is and why it matters", 2016). El proyecto implica principalmente investigación, en primer lugar, se analizan las técnicas de Process Mining y Data Visualization. En segundo lugar, se separan las características y cualidades de las disciplinas, y se diseña un modelo para la evaluación de variables en el Sector Salud utilizando Process Mining y Data Visualization, generando un valor agregado, dado que al tener un formato gráfico o pictórico que representa adecuadamente los resultados de usar una técnica de minería de procesos, la comprensión y el análisis en la toma de decisiones es más precisa. En tercer lugar, se valida el modelo en una institución que brinda servicios en el Sector Salud, analizando uno de los procesos core. Finalmente, se elabora un plan de continuidad para que el modelo propuesto se aplique en técnicas de optimización de procesos en las organizaciones. / The present work proposes a model for the evaluation of variables in the health sector using Process Mining and Data Visualization supported by the Celonis tool. This arises from the problem oriented to the difficulty in understanding the activities that are involved in business processes and their results. The project focuses on the investigation of two emerging disciplines. One of these disciplines is Process Mining and it focuses mainly on the processes, on the data for each event, this in order to discover a model, see conformity of the processes or improve them (Process Mining: An innovative technique for the improvement of the processes, 2016). The second discipline is Data Visualization, this allows data to be presented in a graphic or pictorial format ("Data Visualization: What it is and why it matters", 2016). This project mainly involves research, first, Process Mining and Data Visualization techniques are analyzed. Second, the characteristics and qualities of the disciplines are separated, and a model is designed for the evaluation of variables in the Health Sector using Process Mining and Data Visualization, generating added value, given that by having a graphic or pictorial format that adequately represents the results of using a process mining technique, understanding and analysis in decision making is more accurate. Third, the model is validated in an institution that provides services in the Health Sector, analyzing one of the core processes. Finally, a continuity plan is drawn up so that the proposed model can be applied to process optimization techniques in organizations. / Tesis

El Outsourcing se ha convertido hoy en día en una herramienta muy eficaz que permite focalizar los recursos de la empresa en el giro de su negocio sin distracciones; así como alcanzar la modernidad, eficiencia y competitividad que exige el mercado actual. Esto permite al negocio mejorar sus procesos internos, direccionando recursos valiosos hacia las iniciativas estratégicas y las actividades que agregan valor. El servicio de Mesa de Ayuda está comprendido y forma parte del Outsourcing. Se muestra los argumentos considerados para poder identificar una oportunidad de mejora y plantear una propuesta eficiente para mejorar los procesos de una Mesa de Ayuda incrementando la satisfacción del cliente y la rentabilidad de la empresa. El documento sintetiza el marco teórico que describe la naturaleza de una Mesa de Ayuda, su entorno, las tecnologías usadas y por último las herramientas y técnicas para la mejora de los procesos; luego se describe la situación actual, el análisis del proceso y el método actual donde se logra identificar el problema y las causas para posteriormente proponer un plan de mejora a los procesos de una mesa de ayuda incrementando la satisfacción de los clientes con lo que se busca lograr beneficios de mejora en la satisfacción del cliente e incrementar la rentabilidad de la empresa, asegurando el cumplimiento de los niveles de acuerdo de servicios con procesos alineados a las mejores prácticas de la industria. / Outsourcing has nowadays become a very effective tool that allows focusing the company's resources on the turn of your business without distractions; as well as achieving the modernity, efficiency and competitiveness that the current market demands. This allows the business to improve its internal processes, directing valuable resources towards strategic initiatives and activities that agree on value. The Help Desk service is complete and is part of the Outsourcing. It shows the arguments identified to identify an opportunity for improvement and propose an efficient proposal to improve the processes of a Help Desk increasing customer satisfaction and profitability of the company. The document synthesizes the theoretical framework that describes the nature of a Help Desk, its environment, the technologies used and finally the tools and techniques for process improvement; Then describe the current situation, the analysis of the process and the current method where the problem and causes can be identified and subsequently propose a plan to improve the processes of a help desk, increasing customer satisfaction with what it seeks to achieve benefits to improve customer satisfaction and increase the profitability of the company, ensuring compliance with the levels of service agreement with processes aligned to the best practices in the industry. / Trabajo de Suficiencia Profesional

Robotic Process Automation (RPA) är en allt mer framväxande teknologi och används i organisationer för att automatisera och effektivisera manuella affärsprocesser. Det finns en rad fördelar med att använda denna teknik. Implementeringen av RPA kan dock kopplas till blandade reaktioner hos anställda och det är inte ovanligt att en del anställda motsätter sig tekniken på grund av rädsla och okunskap för automatiseringens påverkan. Denna fallstudie syftar att undersöka hur implementeringen av RPA påverkar organisatoriska aspekter som arbetssätt, roller och ansvar samt att undersöka om det finns skillnader i hantering och upplevelse kring detta i konsult-, privat- och offentlig verksamhet. För att undersöka ovan nämnda områden skedde datainsamlingen genom semistrukturerade intervjuer hosorganisationer som implementerat RPA samt genom litteraturundersökning. Resultatet visar att det finns en hel del likheter i hur RPA påverkar arbetet i organisationer, men skillnaderna ligger i hur arbetet med RPA bedrivs. / Robotic Process Automation (RPA) is an increasingly emerging technology and is used in organizations to automate and streamline manual business processes. There are a number of advantages to using this technology. However, the implementation of RPA can be linked to mixed reactions among employees and it is not unusual for some employees to oppose the technology due to fear and ignorance of the influence of automation. This case study aims to investigate how the implementation of RPA affects organizational aspects such as working methods, roles and responsibilities, and examine whether there are differences in management and experience regarding this in consulting, private and public activities.In order to investigate the above-mentioned areas, the data collection was conducted through semistructured interviews with organizations that implemented RPA and through literature research. The result shows that there are a lot of similarities in how RPA affects the work in organizations, but the differences lie in how the work with RPA is conducted.

Face à un environnement métier très dynamique, les entreprises expriment un grand besoin de gestion de leurs processus métiers de point de vue métier. Il existe trois types d’approche de gestion sensible aux changements de l’environnement métier : à savoir les approches impératives, déclaratives et hybrides. Les approches déclaratives sont très flexibles. Cependant, elles sont très couteuses en termes de temps. En contre partie, les approches impératives sont très efficaces mais trop rigide. Les approches hybrides, à leur tour, essaient de concilier entre les approches impératives et déclaratives afin d’augmenter le niveau concurrentiel des entreprises. Néanmoins, elles nécessitent un effort d’alignement entre la logique métier et la logique du processus. En outre, nous constatons que certaines approches ne sont pas faisables en pratique puisqu’ils n’utilisent pas les standards des processus.De plus, l’efficacité et la flexibilité sont antagonistes. Par conséquent, dans cette thèse, nous nous intéressons à la gestion sensible au métier visant à : (1) concilier les techniques déclaratives et les techniques impératives en une approche hybride pour tirer profit de leurs avantages, (2) préserver les standards des processus, et (3) minimiser l'effort des concepteurs. Nous avons ainsi proposé une nouvelle approche hybride pour la gestion des processus métiers. Nous avons modélisé la gestion d’un processus métier par un processus de gestion connecté au premier qui permet de le superviser et le configurer. Ce processus de gestion est généré grâce à une modélisation sémantique des relations entre les processus métiers, les services et l’environnement métier. Nous avons également implémenté cette approche et l'évaluer en comparaison avec les approches existantes de gestion sensible aux changements de l'environnement métier / Continuous business environment changes urge companies to adapt their processes from a business environment point of view. Indeed, companies struggle to find a balance between adapting their processes and keeping competitiveness. While the imperative nature of business processes is too rigid to adapt them at run-time, the declarative one of the purely rule based business processes is, however, very time consuming. Hybrid approaches in turn try to reconcile between these approaches aiming to reach the market requirements. Nevertheless, they also need an effort for aligning business logic and process logic. Therefore, in this thesis, we focus on business environment-aware management of service-based business processes aiming at conciliating imperative and declarative approaches. Our challenge is to develop a hybrid management approach that preserves industry standards to describe and to manage SBPs as well as minimizes designers’ efforts. Based on a semantic modeling of business environment, business processes as well as their relationships, and a control dependency analysis of business processes, we are able to synthesize a controller, itself modeled as a process, connected to the business process to be monitored and configured at run-time. We also validated the feasibility of our management approach by implementing the framework Business Environment-Aware Management for Service-based Business processes (BEAM4SBP). Experimentations show the efficiency of our approach with respect to other BEAM approaches

Цель работы – на основании проблем и потребностей предприятия, связанных с закупочной деятельностью, модернизировать бизнес-процессы по работе с тендерными закупками с помощью внедрения системы автоматизации закупочной деятельности. Для достижения цели были обозначены следующие задачи: изучить рынок систем автоматизации закупочной деятельности; проанализировать проблемы бизнес-процессов на предприятии, связанных с закупочной деятельностью; провести моделирование бизнес-процесса по работе с закупками «AS-IS» и «TO-BE»; осуществить планирование проекта по внедрению ИС на предприятии в соответствии с проблемами и потребностями предприятия; разработать техническое задание для внедрения ИС на предприятии; рассчитать экономическую эффективность от внедрения ИС на предприятии. Результат работы – представлено ТЗ на внедрение ИС для отдела разработки компании-поставщику (далее – САЗД), внедрение которой способно оптимизировать трудозатраты и сократить финансовые затраты. Вклад автора в проект: участие во внедрение системы автоматизированного проектирования как бизнес-аналитика компании-интегратора, написание технического задания на внедрение системы, проведение функционального тестирования системы. / The purpose of the work is based on the problems and needs of the enterprise related to procurement activities, to modernize business processes for working with tender purchases through the introduction of a procurement automation system. To achieve the goal, the following tasks were identified: to study the market of procurement automation systems; to analyze the problems of business processes at the enterprise related to procurement activities; to model the business process for working with purchases "AS-IS" and "TO-BE"; to plan a project for the implementation of IP at the enterprise in accordance with the problems and needs of the enterprise; to develop a technical task for the implementation of IP at the enterprise; to calculate the economic efficiency of the implementation of IP at the enterprise. The result of the work is the submission of a technical specification for the implementation of an IP for the development department of the supplier company (hereinafter referred to as SAZD), the implementation of which can optimize labor costs and reduce financial costs. The author's contribution to the project: participation in the implementation of a computer-aided design system as a business analyst of an integrator company, writing a technical task for the implementation of the system, conducting functional testing of the system.

Effective management of procurement planning is the key to successful procurement of enterprise. The relevance of the topic of the thesis is large, as at present, the role of procurement planning is growing. The aim of the dissertation is to analyze the main business processes of procurement management N Enterprise and development of recommendations for managing procurement planning Enterprise N. The practical significance is that the recommendations will improve the management efficiency planning of the procurement activities of the company, reduce staff time, reduce costs, and the costs associated with incorrect planning of purchases. The work also describes the functional characteristics of the system attached scheme of the implemented system, and describes the algorithm underlying the development. / Актуальность темы магистерской диссертации обусловлена всевозрастающей ролью управления планированием закупочной деятельности. Эффективное управление планированием закупочной деятельности является залогом успешной организации закупок предприятия, получение максимальной прибыли при минимальных временных и финансовых издержках. Целью магистерской диссертации является анализ ключевых бизнес-процессов управления закупок Предприятия N и разработка рекомендаций по управлению планированием закупочной деятельности Предприятия N. Для достижения поставленной цели необходимо решить следующие задачи: - исследовать методики анализа бизнес-процессов; - исследовать информационные системы и программные продукты для анализа бизнес-процессов; - создать модель деятельности УЗ Предприятия N - разработать функциональные модели организации закупок as-is и to-be; - оценить эффективность внедрения модулей «Аналитическая записка до 100000р.», «Аналитическая записка до 1000000р.», «Заявка на закупку» в единой отраслевой системе документооборота. Объект исследования – управления закупок Предприятия N. Предметом исследования является процесс организации закупочной деятельности на данном предприятии. Практическая значимость заключается в том, что разработанные рекомендации позволят повысить эффективность управления планированием закупочной деятельностью предприятия, сократить трудозатраты персонала, снизить расходы и издержки, связанные с некорректным планированием закупок. Результаты исследования: в работе приводится описание функциональных особенностей системы, прилагается схема внедряемой системы, а также описан алгоритм действий, заложенный в основу разработки. Предполагается, что внедрение данного модуля в УЗ позволит модернизировать систему управления МТР в целом и, в конечном итоге, позволит создать «завершенное» решение в области управления МТР.