Inúmeras organizações, em todo o mundo, estão adotando a gestão por processos como forma de aumentar sua produtividade e conseguir resultados mais eficazes com um tempo de resposta menor como forma a responder às ofertas da concorrência. Entre as empresas prestadoras de serviços, foi identificado que em função de suas complexas regras de contratos, o mercado segurador se destaca no mercado em que se encontra o maior crescimento de participação no PIB brasileiro. Com o propósito de observar o impacto que a implementação de software de gestão por processos pode efetuar em organizações que adotaram gestão por processos e seus benefícios, foram delimitadas pesquisas com as sete maiores seguradoras do mercado brasileiro. Utilizando-se de pesquisa com estudo de caso múltiplo, foram avaliados os impactos, benefícios e maturidade destas seguradoras e comparados entre elas de forma a ter a consolidação do entendimento se estas práticas estão condizentes com o que são propostos pelos diversos autores. Temos como conclusão que os resultados foram positivos nas organizações avaliadas, de forma a demonstrar a efetividade das ações, porém com limitações conforme o nível de maturidade encontrada. / The adoption of Business Process Management (BPM) tools has increased significantly in organizations around the world with promises to reduce cost, improve productivity and quality and it is not different in Brazil. As insurance market is one of the fastest-growing segments in the country, their operations are based on complex business rules and improvement of their process and operations is mandatory to remain competitive in a globalized market. Based in multiple case study research with the biggest insurance companies in Brazil, compare maturity before and after BPM tools implementations and assesses if the main benefits provided by the use of Business Process Management tools implementation were identified in these organizations. The results were positive and consistent in all insurance companies that participate of this research.

The increased demand from citizens for efficient service delivery from public sector organizations has implications for the information that underpins those services. Robust and effective information management is required. Information is looked upon as a resource that can give organizations a competitive edge if it is well leveraged. To address the need for more services and for more efficient service delivery, the Swedish government has promoted e-government initiatives and the two municipalities that are the subjects of this research have responded by engaging in e-service development and provision. e-Government has at its core the use of information and communication technology (ICT).  The municipalities have embarked on the analysis and automation of their business processes and hence the use of information systems.  Web-based technologies have created a two-way communication flow which has generated complex information for the municipalities to address. This development calls for stronger information and records management regimes. Enterprise Content Management is a new information management construct proposed to help organizations to deal with all their information resources. It promotes enterprise-wide information management. There is, however, little knowledge and understanding of ECM in the Swedish public sector. Further, how e-government developments have affected the management of information is an issue that has not been explored. Traditionally Swedish public authorities have employed records management to address the challenges of managing information. Records management has been used for the effective and systematic capture of records and the maintenance of their reliability and authenticity. While information helps with the daily running of business activities, records carry the evidentiary value of the interactions between the citizens and the municipalities. This research critically examines the interface between Enterprise Content Management (ECM) and records management as information/records management approaches. This has meant examining what the similarities and the differences between the two approaches are.  The research instrumentally used the lens of the Records Continuum Model (RCM), which promotes the management of the entire records’ continuum, a proactive approach, combines the management of archives and records and supports the pluralisation of the captured records. The research further highlights the information management challenges that the municipalities are facing as they engage in e-government developments.    Keywords: Enterprise Content Management, Records Management, E-government, Long-term Preservation, Business Process Management, Enterprise Architecture. / Centre for Digital Information Management

In 1993, Michael Hammer and James Champy advanced the Business Process Reengineering theory, which had promoted the enterprises overall achievement, therefore, raises the Enterprise managers to think carefully of the Business Process Reengineering and the Business Process Management (BPM) software. The BPM provides a consolidated end-to-end perspective of all the processes within the enterprise, and to resolve the problem of the Enterprise Resource Planning system. The Business Architecture Management (BAM) software is to map out the business structure of the enterprise, and make the business process integrated with the business structure closely, the purpose is to build business structure and business process in one unity. This model will support the enterprise managers to see, analyze and control the information technology and system integrations. Via the BAM model, we realize that the Business Architecture contains more views than Business Process. Therefore, the advantage of the BAM software is to have the business structure integrated with business process. In contrast, the disadvantage of the BPM software is to separate the business structure from the business process. The study is based on the scientific logic principle and to create a model of the BAM software. Using the Backus-Naur Form grammar and the graphical language, we define the BAM software model, and list three steps: the first step is to construct structure elements and operations which from the business structure. The second step is to derive the business process from the business structure. The third step is to integrate the business structure with and the business process. An example of Securities Transaction Platform software is developed via the BAM model. In this study, we also compare the BPM with BAM. We conclude that the BAM software will assist the enterprise managers to analyze and control the information technology and system integrations easily. Beside the above conclusion, this study also provides many useful references and suggestions to aid entrepreneurs and system managers to create BAM software.

Hälso- och sjukvårdvården har kritiserats och ifrågasatts där patienter hamnar mellan stolarna och kostnaderna stiger. Vården präglas av en byråkratisk funktionsstyrd organisation med en stark profession. Flera försök har gjorts för att effektivisera vården där den senaste trenden är processorientering. Det har påvisats stora utmaningar med att arbeta med processer i vården och det är i studiens syfte att undersöka hur vården arbetat med att utveckla och införa det processorienterade synsättet. Studien ämnar bidra med kunskap genom att konkretisera vilka hinder och möjligheter processorientering och modern verksamhetsstyrning innebär för hälso- och sjukvården. Den första delen med studien blir att kartlägga hur olika landsting och regioner arbetat med att utveckla och införa processorientering inom hälso- och sjukvårdsorganisationer. Vidare kommer den andra delen av studien att analysera hur styr- och förbättringsverktyg tillämpas för att stödja det processorienterade arbetssättet. En kvalitativ flerfallsstudie tillämpades som metod där tre regioner valts ut som studieobjekt utifrån ett kriterieurval, där kvalitativa intervjuer tillämpats som huvudsaklig datainsamlingsmetod.  Studien påvisar relationen gällande de processorienterade aspekterna men däremot skillnader när det gäller arbetsmetoder, styrning och uppföljning. Studien ger en tydlig bild av vad som idag saknas inom hälso- och sjukvården gällande processorientering, nämligen den ekonomiska uppföljningen utifrån en mer horisontell dimension. / Context Health care have been criticized and questioned with increasing costs and where patients are being mismanaged. The health care is characterized by a bureaucratic functional organization with a strong profession. Several attempts have been made to streamline the health care where the latest trend is business process orientation. It has demonstrated great challenges of working with processes in health care and it is in the study's purpose to investigate how the health care worked to develop and implement the business process oriented approach. Purpose The study intends to contribute knowledge by concretize obstacles and opportunities of business process orientation for health care. The first part of the study will be to identify how different counties and regions worked to develop and implement business process orientation in health care organizations. The second part of the study is to analyze how the management control systems are used to support the business process oriented approach. Method A qualitative multiple-case design was applied as a method where three regions were selected as study objects from a standard choice. Qualitative interviews were applied as the primary data collection method. Conclusion The study demonstrates the relationship of existing business process oriented aspects, but on the other hand differences in working methods, management and monitoring. The study provides a clear picture of what is lacking today in health care current business process orientation, especially the financial monitoring from a more horizontal dimension.

Šiame bakalauro baigiamajame darbe nagrinėjami sandėliavimo procesai, siekiant išspręsti pagrindinę problemą – kaip sumažinti šių procesų metu iškylančias klaidas. Šio darbo tikslas yra surasti sandėliavimo procesų neefektyvumo priežastis ir pateikti pasiūlymus kaip patobulinti sandėliavimo procesus. Darbas remiasi viena didžiausių Lietuvoje siuvimo įmone - AB „Kauno Baltija“. Darbą sudaro trys pagrindinės dalys. Pirmoje šio darbo dalyje, situacijos analizėje, buvo išanalizuotos siuvimo pramonės rinkos tendencijos ir sėkmę lemiantys veiksniai, bei identifikuotos įmonės silpnosios ir stipriosios pusės. Taip pat apžvelgti teoriniai procesų valdymo aspektai, kurie parodė, jog procesų valdymas stipriai įtakoja bendrą organizacijos veiklą ir gali būti reikšminga priemonė, kad įgyti konkurencinį pranašumą kokybės, kaštų bei reagavimo atžvilgiu. Antrojoje darbo dalyje aprašytas atliktas kokybinis AB „Kauno Baltija“ sandėliavimo procesų empirinis tyrimas. Tyrimui atlikti buvo pasirinktas kokybinis tyrimo metodas, kadangi šis metodas labiausiai tinkamas siekiant detaliai išanalizuoti procesą jo natūralioje aplinkoje. Empirinio tyrimo duomenims surinkti buvo naudojamos kelios priemonės – stebėjimas, įmonės dokumentų analizė, neformalūs interviu su darbuotojais, mokslinės ir nemokslinės literatūros šaltinių analizė. Tyrimo rezultatai atskleidė, kad pagrindinės problemos, lemiančios visų sandėlio procesų neefektyvumą atsiranda dėl prastos sandėliavimo sistemos bei prastos duomenų... [toliau žr. visą tekstą] / Warehouse processes are analyzed in this bachelor thesis in order to solve the main problem – how to reduce the quantity of faults that arise during the warehouse process. The purpose of this study is to research the reasons of warehousing process inefficiency and to find the solutions for improving warehouse management. The study is based on manufacturing company JSC “Kauno Baltija” which is one of the largest garment exporters in Lithuania. This study is divided into three main parts. Firstly, the sewing market tendencies and key-success factors were analyzed as well as the weaknesses and strengths of the company identified. First part of this study also summarizes the main theoretical arguments, which show that process management has big influence on overall organizational performance and may be the powerful tool for gaining the competitive advantage through low costs, flexibility and quality. The second part of this bachelor thesis consists of empirical research of AB “Kauno Baltija” warehouse process. Qualitative method of empirical research was chosen, because this is the best way to analyze process in its natural environment. In order to gain data of empirical research several tools were used – observation, the analysis of company documents, informal interview with workers, analysis of nonfiction and unscientific literature. The qualitative empirical research of AB “Kauno Baltija” warehouse processes showed that the basic problems causing inefficiency of all... [to full text]

Virtual Organizations (VO)—a network of independent organizations collaborating to address specific business opportunities—have become popular in today’s technology driven business environment. Due to their autonomous and interdependent nature, management of collaboration among such organizations is a challenging task. Although many solutions have been proposed over the past two decades to support inter-organizational interactions, VOs still face several challenges due to their dynamic and temporal nature that cannot be addressed by traditional solutions such as ebXML, RosettaNet and EDI. In this research, we present a framework for process management in service oriented virtual organizations and a distributed architecture for a flexible infrastructure that supports collaborative business process execution, monitoring and management. The framework contains 6 layers with multiple components within each layer. In designing the components of the framework, standard reference architecture such as the Open-EDI reference model and the S3 service oriented architecture, as well as best practices such as ITIL V3 and PMBOK are used. The infrastructure supports the common topologies of inter-organizational collaboration (e.g. peer-to-peer, star, linear), and responds well to changes due to its loosely coupled components. The proposed infrastructure is based on federating multiple SOA infrastructures with the Enterprise Service Bus (ESB) as its core. It is implemented using IBM WebSphere ™ products. We demonstrate that VOs built with our framework and implementation architecture facilitate flexibility, rapid process integration and dynamic evolution.

In dieser Arbeit wird ein Ansatz zur automatischen Berechnung und Ausführung von strukturellen Anpassungsmöglichkeiten für Workflows auf Basis von Kontextinformationen entwickelt. Zur Sicherstellung der semantischen Korrektheit der Anpassungsmöglichkeiten werden zwei Arten von Einschränkungen berücksichtigt: Zustandsbezogene Einschränkungen (ZBE) und Aktivitätsabhängigkeiten (AA). ZBEs spezifizieren Einschränkungen zwischen Anpassungsoperationen und dem Ausführungszustand des Workflows. AAs beschreiben temporale Beziehungen zwischen Aktivitäten eines Workflows.

The new age, the "Information Age" (Davenport and Prusak 1997) has increased society's and businesses' reliance on Information Technology (IT). Hence, there is an increasing focus on the management of IT, not only from a technological perspective but also from a business perspective. This research, sponsored by REALTECH and the Australian Research Council, applies one of the modern management approaches, business process management (Hammer 1990), to the domain IT service provision, by designing a business process reference model for IT Service Provision. A reference model is an abstracted depiction of reality that serves as a standardised or suggestive conceptual basis for the design of enterprise specific models, usually within a like domain. They are one method of improving the efficiency and effectiveness of enterprise modelling and can also be used to standardise communication or capture knowledge. There is a general lack of theory regarding the classification, design and quality of reference models. The first part of this thesis attempts to fill these gaps, by presenting a reference model classification scheme, outlining 7 philosophies for the design of reference models and detailing 2 case studies on the user-perceived quality of business process reference models. Reference models and the Business Process Management Lifecycle (Rosemann 2000) are integrated to show how reference models can be applied to improve the efficiency and effectiveness of business process improvement projects. This reference model theory was then applied to produce a model for domain of IT Service Provision. Investment in IT has increased to become the largest single element of capital expenditure (Thorp 1998). Gartner predicted that organisations will spend over 10% of revenue on IT by 2005 (Haines 2000). A major input for this model is the ITIL best practice documents (CCTA 2000). The reference model focuses on Incident Management and used focus groups with participants from several large IT service providers to validate the models. The designed reference model is then tested in two case studies to determine its accuracy and usefulness. The thesis finishes with a discussion of the designed model, the effectiveness of the procedural model and provides suggestions for the design of other reference models. The final chapter provides a summary and an outlook for further research into the area.

Sammanfattning I en komplex informationsteknologisk värld behöver företag och organisationer flexibla affärssystem som följer den tekniska utvecklingen. Av denna anledning har kommersiella BPMS-verktyg (Business Process Management System) blivit populära på grund av sin höga förmåga att snabbt integreras med affärssystemen i nya arbetsmiljöer. Ett alternativ till kommersiella BPMS-verktyg är de OSS-baserade (Open Source Software) BPMS-verktygen med öppen källkod som är tillgänglig för allmänheten att vidareutveckla.  På grund av att de OSS-baserade BPMS-verktygen ofta är unga på marknaden och behöver vidareutvecklas blev syftet med denna uppsats att genomföra en granskning av de open source-baserade BPMS-verktygen vad gäller deras skilda egenskaper. En sådan granskning ökar förståelsen för hur verktygen fungerar och underlättar därför vidareutvecklingen av dem. Genom att utgå från en etablerad analysmodell av Delgado et al. (2015) genomfördes en tematisk innehållsanalys för att jämföra egenskaperna i dessa verktyg. Närmare bestämt analyserades insamlade dokument som beskriver BPMS-verktygens egenskaper. Den vägen jämfördes 6 olika BPMS-verktyg utifrån 13 egenskaper. Analysresultatet visade att Bonitasoft, jBPM och JMPM5 var de mest välutvecklade BPMS-verktygen som gav stöd för flest egenskaper. Resultatet visade även att verktyg med färre egenskaper ändå kunde vara ett bra alternativ för vissa företag, beroende på vilka egenskaper och funktionaliteter som prioriteras inom företaget. / Abstract In a world of developing complex information technologies, companies and organizations need flexible and updated business systems that and match these technological developments. For this reason, commercial BPMS (Business Process Management System) tools have become popular because of their high ability to quickly integrate with business systems in new work environments. An alternative to commercial BPMS tools are the OSS-based (Open Source Software) open source BPMS tools that are available for the public to develop. Since the OSS-based BPMS tools are often new on the market and need further development, the purpose of this paper was to conduct an analysis of open source-based BPMS tools with respect to their various features. Such an analysis increases the understanding of the tools’ functionality and therefore facilitates further development of them. Based on an established analysis model by Delgado et al. (2015), a thematic option for some companies, depending on the characteristics and functionalities that are prioritized within the company. Content analysis was conducted to compare the characteristics of these tools. More specifically, collected documents were analyzed describing the properties of BPMS tools. That way, 6 different BPMS tools were compared based on 13 properties. The analysis showed that Bonitasoft, jBPM and JBPM5 were the most well-developed BPMS tools that supported most of the features. In addition, the analysis demonstrated that tools with fewer features could still be a good option for some companies, depending on the characteristics and functionalities that are prioritized within the company. / Nej

A adoção da metodologia BPM (Business Process Management) tem como objetivo trazer resultados significativos para uma organização através do levantamento, priorização, reorganização e melhoria de desempenho dos processos de negócio. O consequente ganho de eficiência geralmente pode ser verificado no incremento de receita ou na redução do custo operacional de uma organização. Entretanto, existem alguns fatores que precisam ser observados de forma a evitar um problema generalizado, através da resistência à mudança, falta de comprometimento e desinteresse geral de todos os colaboradores envolvidos. Por isso, esta pesquisa buscou identificar os fatores críticos de uma implementação da metodologia BPM nos principais processos de negócio de uma instituição financeira cooperativa no Brasil. Para tanto, foi realizado um estudo de casos múltiplos considerando três projetos (cada um como sendo um caso completo) de modernização de processos e de sistemas de informação utilizando a metodologia BPM, analisados junto de três públicos alvo: gestores das unidades de negócio, gestores das áreas de tecnologia da informação e colaboradores das áreas usuárias de cada projeto. Os fatores críticos unânimes encontrados para os três projetos e para os três públicos são: escopo claro e definido, participação dos usuários, capacitação dos envolvidos e alinhamento estratégico entre TI e negócios. A principal contribuição acadêmica desta pesquisa consiste na convergência de fatores críticos de outras tecnologias previamente identificados na literatura e também uma classificação dos fatores encontrados nas seguintes dimensões: organização, tecnologia BPM, metodologia BPM e projeto. A contribuição para a empresa estudada está no conhecimento dos principais fatores que poderão transformar novos projetos em projetos de sucesso. / The adoption of the methodology BPM (Business Process Management) aims to bring significant results for an organization by collecting, prioritizing, reorganizing and improving the performance of business processes. The consequent efficiency gains can usually be found in increasing revenue or reducing the operating cost of an organization. However, there are certain factors that need to be observed to avoid structural collapse, through resistance to change, lack of commitment and general disinterest of all employees involved. Therefore, this study sought to identify the critical factors of an implementation methodology of BPM in the main processes of a cooperative financial institution business in Brazil. Thus, a multiple case study considering three projects (each as a full case) modernization of processes and information systems using BPM methodology, analyzed from three target groups was conducted: managers of business units, managers the areas of information technology and users of the user areas of each project. The unanimous critical factors found for the three projects and the three public are clear and defined scope, user participation, training of those involved and strategic alignment between IT and business. As the main academic contribution of this research have the convergence of critical factors other technologies previously identified in the literature and also a classification of factors found in the following dimensions: organization, technology BPM, BPM methodology and design. The contribution for the studied company is in the knowledge of the principal factors that could turn new projects in successful projects.