IT as an enabler, by obtaining benefits to an organization, was the coherent apprehension behind the purchase of the Enterprise Resource System R/3 by Ericsson in 1997. Public Networks, a 33.000 worker’s division at Ericsson, have had profitability problems during the recent years prior to the purchase. By integrating R/3 with an organizational change, the management aimed to obtain foreseen benefits, such as headcount reduction and shorter lead times. This thesis shows in theory as in practice difficulties and obstacles in reaching and calculating benefits of IT. Through analyzing the system along with the business processes targeted by the integration project, a list of Key Performance Indicators was brought to the stakeholders of the organization. Through numerous interviews and meetings throughout the division the indicators were discussed, depicted and analyzed. In a consensus driven organization as Public Networks, the integration project withholding the largest Enterprise Resource Planning systems had to work politically with communication to be able to gain approval for its benefits. In failing to win the process against different views and stakeholders, benefits was to be at risk and more importantly, later shown to be impossible to measure.

I affärsprocesser flödar information i olika format. Verbal, skriven, dokumenterad, eller i form av databaser. Oavsett format måste informationen lagras men den måste dessutom vara tillgänglig för alla som kan ha nytta av den. När det gäller information i en processorienterad organisation måste den plats där informationen lagras också möjliggöra för flödet av den. Detta examensarbete är baserat på öppna intervjuer genomförda på Tekniska verken i Linköping (hädanefter kallat TvAB) och på Alstom Power i Växjö (hädanefter kallat Alstom). Intervjuerna syftar till att ge oss empiri för undersökningen, och även till att ge en inblick i den vardag som finns på företagen vilket förankrar studien i praktik och teori. Studien syftar till att undersöka hur processägarnas kunskap påverkar informationsflödet och spridningen av masterdata i organisationen. Vår studie visar att beroende på vem som tillfrågas skiljer sig synen på informationsflödet från processägarna. Förklaringen till denna skillnad är att processägarnas förståelse om masterdata skiljer sig från varandra. Somliga hade en grundlig förståelse för masterdata, medan andra aldrig hört ordet. Detta leder till att informationsasymmetri uppstår, ett övertag för den personen med större eller bättre förståelse för begreppet masterdata. / Information in different formats flow within business processes. It can be verbal, written or previously documented information. It can also take the shape of databases. Regardless of the format the information has to be stored but at the same time readily available for those who must use it. When it comes to information in a process oriented organization the storage facility for the information must also allow for the usage and the flow of the information itself. This paper which is based on a study conducted at Tekniska verken in Linköping and at Alstom Power in Växjö, Sweden aims to investigate how a process owner’s view on the information flow can affect the sharing of master data in an organization. Open interviews were conducted both at Tekniska verken and Alstom since no research had previously been done on the specific view of the process owner. The interviews were not solely aimed at gathering empirical data but also to give an insight into the everyday routine of the companies. This principle forms the theoretical and practical base for this study. The study shows the way a process owner views the internal flow of information is completely dependent on how well the process owner understands the term “master data”. This study also shows proof of asymmetrical information in the sense of one person having a greater understanding of master data than another. Thus, the person with the greater understanding can use this to his or her advantage.

Il est bien connu qu’une nouvelle étude, menée au sein d’une entreprise, est souvent semblable à une étude précédente et par conséquent, peut être structurée selon un processus de référence commun au type d’étude correspondant. Dans notre travail, nous l’avons appelé démarche métier. Il s’agit d’une bonne pratique de réalisation d’un type d’études. La difficulté majeure réside dans la formalisation de cette démarche métier. Les approches traditionnelles de capitalisation des connaissances s’appuyant sur des verbalisations d’experts ont montré leur limite. Souvent réalisées en dehors de l’activité réelle, les experts omettent des détails qui peuvent être d’importance. Notre thèse repose sur l’idée qu’il est possible de construire le processus opérationnel mis en œuvre lors des activités collaboratives de conception, à partir des traces enregistrées lors de l’utilisation de l’outil numérique par les acteurs métier. Le processus opérationnel ainsi construit pourra aider les acteurs métiers et les experts à prendre du recul sur le travail réel et à formaliser et enrichir les démarches métier de l’entreprise. Notre travail s’est déroulé au sein du laboratoire ERPI (Équipe de Recherche sur les Processus Innovatifs) de l’Université de Lorraine et en collaboration avec la société TDC Software dans le cadre d’une thèse CIFRE. Les contributions que nous proposons sont les suivantes : • Un double cycle de capitalisation pour des activités instrumentées,• Une approche globale de gestion des démarches métier,• Une ontologie OntoProcess modélisant des aspects organisationnels génériques (séparant clairement des concepts liés aux traces et d’autres liés aux démarches métier) et des extensions métiers spécifiques à l’outil utilisé,• Un système multi-agents supportant l’approche globale de gestion des démarches métiers et s’appuyant sur l’ontologie OntoProcess,• Un système à base de traces permettant de construire un processus opérationnel à partir des traces enregistrées lors d’une étude / It is well known in the enterprises that each new projectto be carried out is usually similar to a certain previous projects. Those projects can be structured according to a common reference process depending on their type. In the dissertation, we call this reference process of the enterprise’s good practices the “expertise business process”. The main difficulty lies in the formalization of the expertise business process. The traditional knowledge capitalization approaches based on the experts’ debriefings showed their limits: the experts often leave out details which may be of relevance because the debriefings are habitually realizedexternally to the activities. Our thesis relies on the idea that it is possible to construct the operational process, implemented during the collaborative activities in a product development study, from the traces recorded by the used IT tools. The constructed operational process allows the business actors and experts to step back on their work and formalize the new deducted experience to enhance the expertise business processes of the firm. Our work had taken place in the ERPI (Equipe de Recherche sur les Processus Innovatifs) laboratory of the “Université de Lorraine” under a partnership with TDC Software society and through a CIFRE Convention. This dissertation offers five key contributions: • A double cycle to capitalize over the instrumented activities. • A global approach for the management of expertise business processes. • An ontology “OntoProcess” to conceive the generic organizational aspects, separating distinctly the concepts related to traces from those related to the business process, and providing extensions in function of the used tools. • A multi-agents system based on the ontology “OntoProcess” to support the presented global approach of the expertise business processes management. • A trace based system that allows the construction of the operational process from the traces registered over the study

The main objective of this thesis is to analyze the processes in the company POP service, Ltd., also to analyze the current problem in this company and to recommend and propose measures which eliminate the causes of the emergence of the problem. The causes originate from the aspects of the management of people and processes are identified through the analysis of processes associated with the problem and eliminated on the basis of proposals metrics and responsibilities for these processes. The theoretical part of the thesis is devoted to concepts in the field of process management. The theoretical part characterizes these concepts process management, business processes, process analysis and process modeling methods, process maps, graphical notation for writing business processes, business process improvement and analysis organization. In the second part of the thesis is presented the examined organizations POP service, Ltd.. Based on the analysis of the current state are defined vision, mission and goals of the organization. Then there is described a procedure of the analysis of the current state, which is process analysis and proposal of selected processes, metrics and responsibilities for these processes. Methods of analysis are SWOT analysis, analysis of the activities, structured interviews and process analysis. The result of this thesis is to analyze the selection of processes of the company POP service, Ltd., proposal metrics, define jobs and responsibilities and suggestions for improving the selected process.

The thesis deals with the development of an information system in terms of small and medium-sized process-driven organizations. The main objectives of the study is to analyze the requirements of IS process-driven SMEs, further analyze the problems in the creation of this IS, generalize the obtained conclusions and formulate methodical recommendations for the creation of the information process-driven SMEs. The thesis consists of the first, more theoretical part and the second more practical part, which is based on the knowledge formulated in the first part. The thesis builds on experience gained by author in the project of reengineering processes and information system design in a small process-driven organization. All procedures are illustrated for better understanding and verified on specific company from the project. The thesis is written in sufficiently general, however, that its conclusions and recommendations are applicable to the greatest number of process-driven SMEs. The first part presents the basic principles of process management, improvement and reengineering business processes and examines the relationship of information system and business of organization. The contribution of this part is mainly to clarify the role of IS in the process-driven organization, which must be respected in the development of IS. The second part of the thesis analyze the requirements of the IS process-driven SMEs which are necessary to ensure support of business described in the previous section. It also describes ways to acquire and formulate requirements. Then lists the problems that accompany the creation of the IS in an effort to meet the previous requirements. The thesis ends with the formulation of methodological recommendations for each phase of the creating IS and summary conclusions. Especially is accented the importance of BPR and SOA for the final form of the IS.

This master thesis focuses on the analysis of business processes and information flows in a small manufacturing company. The first part of this thesis is dedicated to theoretical bases which are necessary for understanding the problem. The second part focuses on the current situation in the company, its processes and the use of IS/ICT technology. The evaluation of an appropriate ERP systems and the implementation process of the ERP system are mentioned in the last part of this thesis.

Cílem této diplomové práce je představit a analyzovat technologie Web Components a JBoss BPM Suite. Technologie Web Components dává možnost vytvořit lehkou HTML komponentu s předefinovanou funkčnosti. Vyslédná implementace ukazuje jak tento přístup se používá pro tvorbu sady web komponent, která obsahuje všechny potřebné elementy pro uživatelské konzoli jBPM.

Thesis „Production Process Analysis in Selected Enterprise” is focused on specific production processes especially their description, possible changes and subsequent evaluation of impact of changes. It includes theoretical bases for production processes, their improvements and investments to production processes. Moreover there are included methods of investment business evaluation and mathematical modeling. Selected company and specific selected process that theoretical methods are applied upon in Maple is in practical portion.

This diploma thesis deals with selection and implementation of information system for company providing IT services. Theoretical background concerning the topic is described in the first part. Then, the company is analyzed and based on the results new information system is suggested. Implementation strategy and risk analysis for implementation of new information system to corporate environment are designed in this thesis. Implementation of the information system is economically evaluated at the end of this thesis.

Diploma thesis focuses on the analysis of current situation of Lingua Centrum s.r.o. and the information system they developed. Using the inner and outer environment analysis, several vulnerabilities have been discovered. Consequently a draft of improvements was developed, that aims at ensuring higher security and effectivity working with information system. New module is also suggested to be implemented providing better utilisation of the system itself. The thesis is devided into three chapters. First part describes the theoretical resources and analytical instruments which have been used for analysis of the company in part two. The final part provides changes, that would lead to eradicating the systems deficiencies.