This diploma thesis focuses on the process improvements and selection of appropriate ERP system in terms of small companies. In the theoretical part it explains the concept of process and methods of its analysis, management and business process improvements. There are also characterized the basic types of ERP systems and their potential acquisition process. The practical part is divided into two functional units, where the first one is the analysis of processes and proposals for their improvement in a specific company. The second part deals with the analysis and selection methods of specific ERP system for the specific company.

Les organisations adoptent de plus en plus les Systèmes (PAIS) pour gérer leurs processus métiers basés sur les services en utilisant les modèles de processus appelés «modèles de processus métiers». Motivés par l’adaptation aux exigences commerciales et par la réduction des coûts de maintenance, les organisations externalisent leurs processus dans le Cloud Computing. Selon l'Institut NIST, Cloud Computing est un modèle qui permet aux fournisseurs de partager leurs ressources et aux utilisateurs d’y accéder de manière pratique et à la demande. Dans un tel environnement multi-tenant, l'utilisation de modèles de processus configurables permet aux fournisseurs de processus Cloud de fournir un processus personnalisable qui peut être configuré par différents tenants en fonction de leurs besoins.Un processus métier peut être spécifié par plusieurs perspectives tel que la perspective de flux de contrôle, la perspective des ressources, etc. Plusieurs approches ont été proposées au niveau des premières perspectives, notamment le flux de contrôle. Cependant, la perspective ressource, qui est d'une importance égale, était négligée et pas explicitement définie. D’un côté, la gestion de la perspective ressource spécifiquement l’allocation des ressources Cloud est un thème d’actualité qui implique plusieurs recherches. La modélisation et la configuration des ressources sont une tâche sensible nécessitant un travail intensif. Malgré l’existence de différentes approches, elles traitent principalement les ressources humaines plutôt que des ressources Cloud. D’un autre côté, malgré le fait que le concept des modèles de processus configurables est très complémentaire au Cloud, la manière dont comment les ressources sont configurées et intégrées est à peine manipulée. Les approches proposées travaillant sur l’extension de la configuration de ressources, ne couvrent pas les propriétés Cloud notamment l’élasticité et le partage.Pour répondre à ces lacunes, nous proposons une approche pour supporter la modélisation et la configuration de l’allocation des ressources Cloud dans les modèles de processus configurables. Nous visons à (1) définir une description unifiée et formelle pour la perspective ressource, (2) assurer une allocation de ressource correcte, sans conflits et optimisée, (3) Aider les fournisseurs de processus à concevoir leur allocation de ressources configurable de manière fine afin d'éviter des résultats complexes et importants, et (4) Optimiser la sélection des ressources Cloud par rapport aux exigences liées aux propriétés Cloud (élasticité et partage) et propriétés QoS.Pour ce faire, nous proposons d'abord un cadre sémantique pour une description de ressources sémantiquement enrichies dans les processus métiers visant à formaliser les ressources Cloud consommées à l'aide d'une base de connaissances partagée. Ensuite, nous nous basons sur les processus métiers sociales pour fournir des stratégies afin d'assurer une allocation de ressources contrôlée sans conflits en termes de ressources. Par la suite, nous proposons une nouvelle approche qui étend les modèles de processus configurables pour permettre une allocation de ressources Cloud configurable. Notre objectif est de déplacer l'allocation de ressources Cloud du côté des tenants vers le côté du fournisseur de processus Cloud pour une gestion centralisée des ressources. Après, nous proposons des approches génétiques qui visent à choisir une configuration optimale des ressources d'une manière efficace sur le plan énergétique en améliorant les propriétés QoS.Afin de montrer l'efficacité de nos propositions, nous avons développé concrètement (1) une série de preuves de concepts, en tant que partie de validation, pour aider à concevoir des modèles de processus et remplir une base de connaissances de modèles de processus hétérogènes avec des ressources Cloud et (2) ont effectué des expériences sur des modèles de processus réels à partir de grands ensembles de données / Organizations are recently more and more adopting Process-Aware Information Systems (PAIS) for managing their service-based processes using process models referred to as business process models. Motivated by adapting to the rapid changing business requirements and reducing maintenance costs, organizations are outsourcing their processes in an important infrastructure which is Cloud Computing. According to the NIST Institute, Cloud Computing is a model that enables providers sharing their computing resources (e.g., networks, applications, and storage) and users accessing them in convenient and on-demand way with a minimal management effort. In such a multi-tenant environment, using configurable process models allows a Cloud process provider to deliver a customizable process that can be configured by different tenants according to their needs.A business process could be specified from various perspectives such as the control-flow perspective, the organizational perspective, the resource perspective, etc. Several approaches have been correctly proposed at the level of the first perspectives, in particular the control-flow, i.e., the temporal ordering of the process activities. Nevertheless, the resource perspective, which is of equal importance, has been neglected and poorly operated. The management of the resource perspective especially the Cloud resource allocation in business processes is a current interesting topic that increasingly involves many researches in both academics and industry. The design and configuration of resources are undoubtedly sensitive and labor-intensive task. On the one hand, the resource perspective in process models is not explicitly defined. Although many proposals exist in the literature, they all targeted human resources rather than Cloud resources. On the other hand, despite of the fact that the concept of configurable process models is highly complementary to Cloud Computing, the way in how resources can be configured and integrated is hardly handled. The few proposals, which have been suggested on extending configuration to resources, do not cover required Cloud properties such as elasticity or multi-tenancy.To address these limitations, we propose an approach for supporting the design and configuration of Cloud resource Allocation in configurable business process models. We target to (1) define a unified and formal description for the resource perspective, (2) ensure a correct, free-of-conflict and optimized use of Cloud resource consumption, (3) assist process providers to design their configurable resource allocation in a fine-grained way to avoid complex and large results, and (4) optimize the selection of Cloud resources with respect to the requirements related to Cloud properties (elasticity and shareability) and QoS properties.To do so, we first suggest a semantic framework for a semantically-enriched resource description in business processes aiming at formalizing the consumed Cloud resources using a shared knowledge base. Then, we build upon social business processes to provide strategies in order to ensure a controlled resource allocation without conflicts in terms of resources. Next, we propose a novel approach that extends configurable process models to permit a configurable Cloud resource allocation. Our purpose is to shift the Cloud resource allocation from the tenant side to the Cloud process provider side for a centralized resource management. Afterwards, we propose genetic-based approaches that aim at selecting optimal resource configuration in an energy efficient manner and to improve non-functional properties.In order to show the effectiveness of our proposals, we concretely developed (i) a set of proof of concepts, as a validation part, to assist the design of process models and populate a knowledge base of heterogeneous process models with Cloud resources, and (ii) performed experiments on real process models from large datasets

This master's thesis explores the topic of guidance for the COBIT framework and ITIL library in the context of business process management. It encompasses various process modelling languages and diagrams for companies active in information and communication technologies. Through the selected ARIS tool set and the mapping of all 64 processes, the establishment of individual processes can now be achieved, which is explained by modelling a total of 101 diagrams. The thesis also contains an example of process deployment for a selected company, which is accompanied by an implementation of a dashboard application that monitors the ticket flow of service operation processes.

The paper examines the characteristics of quality management, business process management and process maturity models. Presents a prototype of web-based tool to support the implementation of CMMI for Services, its concept, implementation and application in the selected company. It analyzes the main activities of the company and suggests improvements in accordance with the CMMI model.

Customer relationship management is a crucial point of many businesses, and is often characterized by repetitive and monotonous actions carried out by operators. The evolution of technology, in this regard, is leading to a highly multi-channel scenario, where the entire history of interactions between the company and the customer is fragmented across different services and communication tools. This work proposes a software solution for the design of business processes aimed at the automatic management of multi-channel customer relations, through the creation of intuitive graphic maps. The development of a front-end tool for creating and editing processes is completed by the creation of a server-side interpreter, which executes the processes as needed. To meet the need to collect and exploit information regarding the various customers who interface with the system, the project involves the creation of a cloud-native profiling database, accessible from different applications through specific APIs. Finally, to compare different deployment solutions, an experimental analysis is conducted on the performance provided in different scenarios, characterized by different workloads and hosting infrastructures. The final software testing demonstrates the possibility of automating the customer-interaction processes, obtaining an effective service and guaranteeing a good user experience. The profiling database represents a precious resource of information for the execution of automatic processes, and integrates well also with other applications, thanks to its versatility. The analysis of the deployment possibilities highlights, in most test scenarios, a significant convenience of cloud solutions. To summarize, this work demonstrates the possibility of automating customer interactions through an intuitive process design, and proposes a working software solution, suggesting which technology is most appropriate for the deployment. The next step would be to extend the set of functions available to other types of communication, complete integration with new services and channels, and finalize advanced debugging and validation features. / Hantering av kundrelationer är en avgörande punkt för många företag och kännetecknas ofta av repetitiva och monotona åtgärder som utförs av operatörer. Teknikens utveckling, i detta avseende, leder till ett mycket flerkanaligt scenario, där hela interaktionshistoriken mellan företaget och kunden är fragmenterad över olika tjänster och kommunikationsverktyg. Detta arbete föreslår en mjukvarulösning för design av affärsprocesser som syftar till automatisk hantering av flerkanaliga kundrelationer, genom att skapa intuitiva grafiska kartor. Utvecklingen av ett front-end-verktyg för att skapa och redigera processer slutförs genom att skapa ett interpreter på serversidan, som utför processerna efter behov. För att möta behovet av att samla in och utnyttja information om de olika kunderna som behandlas av systemet, innehåller projektet skapandet av en moln-nativ profileringsdatabas, som är tillgänglig från olika applikationer via specifika API:er. Slutligen, för att jämföra olika lösningar för implementation, genomförs en experimentell analys av prestanda i olika scenarier, kännetecknade av olika arbetsbelastningar och värdinfrastrukturer. Den slutliga mjukvarutestningen visar möjligheten att automatisera kundinteraktionsprocesserna, få en effektiv service och garantera en bra användarupplevelse. Profileringsdatabasen representerar en värdefull informationsresurs för utförande av automatiska processer och integreras väl även med andra applikationer, tack vare dess mångsidighet. Analysen av möjliga implementationer belyser i de flesta testscenarier en betydande fördel av molnlösningar. Sammanfattningsvis visar detta arbete möjligheten att automatisera kundinteraktioner genom en intuitiv processdesign och föreslår en fungerande mjukvarulösning, med hänvisning för vilken teknik som är mest lämplig för att implementera systemet. Nästa steg skulle vara att utöka uppsättningen funktioner som är tillgängliga för andra typer av kommunikation, att slutföra integration med nya tjänster och kanaler och att slutföra avancerade felsöknings- och valideringsfunktioner. / La gestione delle relazioni con i clienti è un punto cruciale di molte aziende, ed è spesso caratterizzata da azioni ripetitive e monotone, svolte da degli operatori. L’evoluzione della tecnologia sta portando, in questo senso, ad uno scenario fortemente multicanale, dove l’intera storia delle interazioni tra azienda e cliente è frammentata tra diversi servizi e strumenti di comunicazione. Questo lavoro propone una soluzione software per la progettazione dei processi aziendali finalizzata alla gestione automatica delle relazioni multicanale con i clienti, attraverso la creazione di intuitive mappe grafiche. Lo sviluppo di uno strumento front-end per la creazione e la modifica dei processi è corredato di un interprete lato server, che esegue i processi all’occorrenza. Per rispondere all’esigenza di raccogliere e sfruttare le informazioni riguardanti i vari clienti che si interfacciano con il sistema, il progetto prevede la realizzazione di un database di profilazione cloud-native, accessibile da diverse applicazioni tramite specifiche API. Infine, per confrontare diverse soluzioni di implementazione, viene condotta un’analisi sperimentale sulle prestazioni fornite in diversi scenari, caratterizzati da diversi carichi di lavoro e infrastrutture di hosting. Il test finale del software dimostra la possibilità di automatizzare i processi di interazione con il cliente, ottenendo un servizio efficace e garantendo una buona user experience. Il database di profilazione rappresenta una preziosa risorsa di informazioni per l’esecuzione di processi automatici, e si integra bene anche con altre applicazioni, grazie alla sua versatilità. L’analisi delle possibilità di implementazione evidenzia, nella maggior parte degli scenari di test, una notevole convenienza delle soluzioni cloud. Per riassumere, questo lavoro dimostra la possibilità di automatizzare le interazioni con i clienti attraverso un design di processo intuitivo, e propone una soluzione software funzionante, suggerendo quale tecnologia è più appropriata per il deploy. La naturale prosecuzione del progetto richiederebbe di estendere il set di funzioni disponibili ad altri tipi di comunicazione, completare l’integrazione con nuovi servizi e canali, e finalizzare funzionalità avanzate di debug e validazione.

Hoy en día, las MYPES tienen un rol muy importante en todas las sociedades del mundo debido a su enorme potencial para desarrollarse, sin embargo, este sector presenta algunas limitaciones estructurales que limitan su sostenibilidad reduciendo su tasa de supervivencia. Esta situación las obliga a ser más flexibles y adaptarse rápida y eficientemente a los cambios del mercado. En este sentido, la presente investigación tiene como propósito analizar y demostrar la importancia de mantener los niveles de servicios óptimos dentro de una MYPE comercializadora de superalimentos que terceriza su proceso de producción, con el fin de evitar impactos económicos negativos que se encuentren vinculados a su proceso logístico. De la misma manera, se presenta una propuesta de mejora considerando los componentes de Gestión por Proceso y Políticas de Inventarios, las cuales son desarrolladas mediante las herramientas de BPM (Business Process Management), pronóstico de la demanda, stocks de seguridad e inventarios cíclicos. La aplicación integrada de estas herramientas permitirá incrementar la eficiencia de los procesos y el nivel de servicio evitando problemas como la entrega de pedidos incompletos, las cancelaciones por falta de stock y fallas en los productos; por ende, las pérdidas de ventas y pago de penalidades por incumplimiento. / Nowadays, MSEs play a very important role in all societies around the world due to their enormous potential for development; however, this sector has some structural limitations that limit its sustainability and reduce its survival rate. This situation forces them to be more flexible and to adapt quickly and efficiently to market changes. In this sense, the purpose of this research is to analyze and demonstrate the importance of maintaining optimal service levels within a superfood marketing MSE that outsources its production process, in order to avoid negative economic impacts that are linked to its logistics process. In the same way, an improvement proposal is presented considering the components of Process Management and Inventory Policies, which are developed through the tools of BPM (Business Process Management), demand forecasting, safety stocks and cyclic inventories. The integrated application of these tools will increase the efficiency of the processes and the level of service, avoiding problems such as the delivery of incomplete orders, cancellations due to lack of stock and product failures; therefore, the loss of sales and payment of penalties for noncompliance. / Trabajo de Suficiencia Profesional

In der Geschäftsprozessmodellierung haben sich semiformale, grafische Darstellungen etabliert. Die Bezeichnung der Elemente in diesen Modellen ist dabei an betriebswirtschaftliche Fachtermini angelehnt und erfolgt mit Hilfe der natürlichen Sprache, die jedoch Interpretationsspielräume mit sich bringt. Die Semantik der einzelnen Modellelemente ist somit für Menschen und Maschinen nicht eindeutig interpretierbar. In der vorliegenden Dissertation erfolgt daher die Konzeption und Realisierung einer semantischen Prozessmodellierung, die die Verknüpfung der semiformalen Prozessmodellierung mit formalen Begriffssystemen (Ontologien) gestaltet und werkzeugtechnisch unterstützt. Durch diese Verknüpfung wird die Semantik der einzelnen Modellelemente um eine eindeutige und maschinell verarbeitbare Semantik erweitert. Hierdurch können die mit formalen Ontologien möglichen Schlussfolgerungen angewendet werden, um etwa bei der Suche in Modellbeständen oder der Korrektheitsprüfung genauere oder vollständigere Ergebnisse zu erhalten. Im Ergebnis werden somit die im Bereich der Informatik und Künstlichen Intelligenz etablierten Ansätze der Wissensrepräsentation, insbesondere der Beschreibungslogik, in die fachlichen Prozessmodellierung eingebettet. Die Erprobung des Konzepts erfolgt über eine prototypische Implementierung, die einerseits die technische Umsetzbarkeit zeigt, andererseits auch für ein Laborexperiment zur Evaluation genutzt wurde.

L’internet des objets est au coeur desprocessus industriels intelligents grâce à lacapacité de détection d’évènements à partir dedonnées de capteurs. Cependant, beaucoup resteà faire pour tirer le meilleur parti de cettetechnologie récente et la faire passer à l’échelle.Cette thèse vise à combler le gap entre les fluxmassifs de données collectées par les capteurs etleur exploitation effective dans la gestion desprocessus métier. Elle propose une approcheglobale qui combine le traitement de flux dedonnées, l’apprentissage supervisé et/oul’utilisation de règles sur des évènementscomplexes permettant de prédire (et doncéviter) des évènements indésirables, et enfin lagestion des processus métier étendue par cesrègles complexes.Les contributions scientifiques de cette thèse sesituent dans différents domaines : les processusmétiers plus intelligents et dynamiques; letraitement d’évènements complexes automatisépar l’apprentissage de règles; et enfin et surtout,dans le domaine de la fouille de données deséries temporelles multivariéespar la prédiction précoce de risques.L’application cible de cette thèse est le transportinstrumenté d’oeuvres d’art / Internet of things is at the core ofsmart industrial processes thanks to its capacityof event detection from data conveyed bysensors. However, much remains to be done tomake the most out of this recent technologyand make it scale. This thesis aims at filling thegap between the massive data flow collected bysensors and their effective exploitation inbusiness process management. It proposes aglobal approach, which combines stream dataprocessing, supervised learning and/or use ofcomplex event processing rules allowing topredict (and thereby avoid) undesirable events,and finally business process managementextended to these complex rules. The scientificcontributions of this thesis lie in several topics:making the business process more intelligentand more dynamic; automation of complexevent processing by learning the rules; and lastand not least, in datamining for multivariatetime series by early prediction of risks. Thetarget application of this thesis is theinstrumented transportation of artworks.

Big Data has been among the most innovative topics in literature sources and among organizations for years. Even though only few organizations realized the significant value potentials described by contemporary literature sources, it is widely acknowledged that data assets can provide significant competitive benefits. Given the promises regarding value increases and competitiveness, practitioners as well as academia desire systematic approaches to transform the data sets into measurable assets. This dissertation investigates the current state of literature, conducts an empirical investigation through a structural equation modeling and applies existing theory to develop a model that allows organizations to apply a systematic approach to measure the value of Big Data specifically to their organization. With Business Process Management as the foundation of the model, IT as well as business functions will be able to successfully apply the model. Based on the assumption that Data is acknowledged as a production factor, the developed model supports organizations to justify Big Data investment decisions and thereby to contribute to competitiveness and company value. Furthermore, the findings and the model equip future researchers with a framework that can be adapted for industry-specific purposes, validated in different organizational contexts or dismantled to investigate specific success factors.

The SAP HANA database is positioned as the core of the SAP HANA Appliance to support complex business analytical processes in combination with transactionally consistent operational workloads. Within this paper, we outline the basic characteristics of the SAP HANA database, emphasizing the distinctive features that differentiate the SAP HANA database from other classical relational database management systems. On the technical side, the SAP HANA database consists of multiple data processing engines with a distributed query processing environment to provide the full spectrum of data processing -- from classical relational data supporting both row- and column-oriented physical representations in a hybrid engine, to graph and text processing for semi- and unstructured data management within the same system. From a more application-oriented perspective, we outline the specific support provided by the SAP HANA database of multiple domain-specific languages with a built-in set of natively implemented business functions. SQL -- as the lingua franca for relational database systems -- can no longer be considered to meet all requirements of modern applications, which demand the tight interaction with the data management layer. Therefore, the SAP HANA database permits the exchange of application semantics with the underlying data management platform that can be exploited to increase query expressiveness and to reduce the number of individual application-to-database round trips.