This thesis deals with process management and a possibility of its implementation in the real company. The first part contains a description of the basic definitions, principles, concepts and procedures of process management, which form the methodological basis. The second part deals with the application of process management in the company ASM and presents an analysis of the current state, conceptual and process modeling, infrastructure design and description of the psychological aspect of project's implementation for process changes. Diagrams formed in programs PowerDesigner and Draw.io are also included in this thesis.

Submitted by Fabio Sobreira Campos da Costa (fabio.sobreira@ufpe.br) on 2017-07-27T12:57:10Z No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Dissertacao_FabioFerreira_Digital.pdf: 2972458 bytes, checksum: f0d2fa1803fb21110efdc841f63933b1 (MD5) / Made available in DSpace on 2017-07-27T12:57:10Z (GMT). No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Dissertacao_FabioFerreira_Digital.pdf: 2972458 bytes, checksum: f0d2fa1803fb21110efdc841f63933b1 (MD5) Previous issue date: 2016-07-01 / Na busca por agilidade, economia e qualidade em seus processos, um número crescente de empresas tem adotado técnicas de Gerenciamento de Processos de Negócios (do original em inglês: Business Process Management - BPM), já que esta permite que a organização torne seus processos mais eficientes, com maior precisão, rapidez, flexibilidade e qualidade. No entanto, mesmo gerenciados, os processos podem enfrentar riscos que podem causar forte impacto sobre os objetivos da organização se estes riscos não forem gerenciados de forma apropriada. Como o gerenciamento de riscos demanda recursos e a execução de várias atividades (entrevistas, análises, reuniões etc.) que também são demandados pelo BPM, a integração destes dois campos tem sido tema de pesquisa frequente nos últimos anos. Um problema com os trabalhos existentes, no entanto, é que as atividades de gerenciamento de riscos propostas são aplicadas apenas a algumas fases do ciclo de vida BPM. Esta dissertação teve como objetivo construir e avaliar uma metodologia para realizar o gerenciamento de riscos em processos de negócios de forma integrada com o ciclo de vida BPM. A metodologia, chamada R-BPM, é composta por um conjunto de fases e uma ferramenta de apoio. Ela é inspirada na estrutura de gerenciamento de riscos do COSO (Committee of Sponsoring Organizations of the Treadway Commission) e foi construída através da abordagem de Design Science Research, que envolve um ciclo iterativo de construção e avaliação. Para avaliar a metodologia e a ferramenta de software construída para apoiá-la, foi realizado um estudo de caso em uma organização pública. Os artefatos foram avaliados através de grupos focais e surveys com especialistas da organização. Os resultados mostraram que a metodologia R-BPM, além de permitir que as atividades relacionadas à gestão de riscos sejam executadas em conjunto com o ciclo de vida BPM, permite também compartilhar a responsabilidade pelos riscos e fornecer melhores condições para os analistas e donos dos processos avaliá-los. Como a metodologia foi utilizada para resolver um problema do mundo real na organização estudada, esta pesquisa também contribuiu para a disseminação de conhecimento acadêmico para o mercado. / In search for agility, economy and quality in their processes, an increasing number of companies have adopted techniques of Business Process Management (BPM), as this allows the organization make its processes more efficient with greater precision, speed, flexibility and quality. However, even when managed, processes may face risks that can cause strong impact on the organization's goals if these risks are not managed appropriately. As risk management requires resources and the execution of many activities (interviews, analysis, meetings and so on) which are also demanded by BPM, the integration of these two fields has been a research theme frequent in recent years. A problem with existing works, however, is that the risk management activities proposed are applied only to some phases of the BPM lifecycle. This work aimed to construct and evaluate a methodology to manage risks of business processes integrated with the BPM lifecycle. The methodology, called R-BPM, is composed of a set of phases and a supporting tool. It is inspired by the COSO (Committee of Sponsoring Organizations of the Treadway Commission) risk management structure and was built by Design Science Research strategy, which involves an iterative cycle of construction and evaluation. To evaluate the methodology and the software tool built to support it, we conducted a case study in a public organization. The artifacts were assessed through focus groups and surveys with the organization's experts. The results showed that the R-BPM allows the activities related to risk management can now be implemented together with the BPM lifecycle, as well as shares responsibility for the risks and provides better conditions for process owners evaluate them. As the methodology was used to solve a real-world problem in the organization studied, this research also contributed to the dissemination of academic knowledge to market.

Syftet med studien var att undersöka hur en organisation kan skapa förutsättningar som underlättar för processägaren i samband med implementering av processledning. För att uppfylla syftet har studien försökt besvara frågeställningarna gällande vem som bör utsestill processägare och vilket ansvar och vilka uppgifter som ska läggas på processägaren. I studien har olika teorier och fallstudier analyserats mot ett företag som precis påbörjat sitt arbetemed processer. Intervjuer och dokument tillhandahållna ur det studerade företagets ledningssystem har använts för insamling av data. Analysen har skett med kategorier som författaren själv skapat. Dessa kategorier kan även användas för att analysera andra organisationer i liknande situation. Resultatet av studien visar att processägaren bör vara någon som förstått och förespråkar processtänket och med förmåga och formell befogenhet att genomdriva förbättringar. Kombinerar processägaren sin roll med rollen som linjechef är det viktigt att denne ser till processens bästa, även om det sker till bekostnad av den ”egna” avdelningen.  Resultatet visar också att organisationen bör etablera stödjande roller till processägaren, tydliggöra ansvaret samt fördela ut uppgifterna på de olika rollerna. Rollerna och fördelningen kan se olika ut för olika processer inom samma organisation, beroende på processens karaktär. Trots att de fördelade uppgifterna är många, är de nödvändiga för att täcka alla de delar som är fundamentala för processägarens organisation. / The purpose of this study is to examine how an organization can create a favourable environment for implementing a process management from the perspective of the process owner. The study has been conducted based on the following questions: Who should be appointed as process owner? What responsibility and tasks should be assigned to said process owner? The study compares various theories and case studies to a company that has just begun implementing a process management. The data that the study is based on consists of interviews and documents provided from the studied company's management system. The result of the study indicate that the process owner should be someone who understands and advocates in favor of process thinking as well as someone who has the ability and formal authority to drive improvements. The result also shows that if the process owner is confronted with a conflict of interest between their own department and the process, it is important that they rule in favor of the process. It is also made apparent that the organization should establish supporting roles for the process owner and distribute the tasks between them. It is important to note that the establishment of roles and delegation of tasks may look different depending on the nature of the process. Although the distributed tasks are many, they are necessary to cover all the elements that are fundamental to the process owner's organization.

Inom flera svenska statliga myndigheter har det processbaserade arbetssättet blivit en metod för att öka effektiviteten inom organisationer. Migrationsverket, en myndighet som under mitten av 2010-talet tog emot ett rekordstort antal skyddssökande under den stora flyktingkrisen, har på senare tid börjat att implementera ett nytt processbaserat arbetssätt inom asylprövningen kallat ”Asyl 360”. Denna fallstudie undersöker hur medarbetarna på en av de asylprövningsenheter som implementerat Asyl 360 upplever att det nya processbaserade arbetssättet påverkat dem. Den ämnar också att, med hjälp av en egenutvecklad kontextanpassad processmognadsmodell, undersöka vilken processmognadsnivå den undersökta asylprövningsenheten befinner sig på. Den metodologiska inriktningen av studien är en kvalitativ fallstudie där den insamlade datan har inhämtats genom intervjuer med medarbetare på den undersökta organisationen. Resultatet och analysen av studien visar dels vilken processmognadsnivå organisationen befinner sig på, men även en utvärdering av den egenutvecklade kontextanpassade processmognadsmodellens funktionalitet / Within several Swedish government agencies, the process-based approach has become a method for increasing efficiency within the organizations. The Swedish Migration Agency, an agency that received a record number of refugee applicants during the great refugee crisis in the mid-2010s, has recently begun to implement a new process-based approach in the asylum field called "Asyl 360". This case study examines how the employees at one of the units that implemented Asylum 360 feels that the new process-based working method has affected them. It also intends to investigate what process maturity level the investigated asylum review unit is at, with the help of a self-developed, context-adapted process maturity model. The methodological focus of the study is a qualitative case study where the collected data has been collected through interviews with employees of the researched organization. The result and analysis of the study shows what level of process maturity the studied organization is currently on. It also evaluates the functionality of the self-developed, context-adapted process maturity model / <p>2020-06-26</p>

In any organisation processes can be seen evolving throughout their lifecycle and play a deciding role in the efficiency of organisational activities. Tender processes are no different and with growing competitiveness and globalisation it has become the responsibility of managerial staff to ensure continuous improvement is applied to processes so organisational goals are consistently met and knowledge, talents and other success factors are institutionalised therein. The objective of this study was to perform an iteration of process re-engineering on the tender process within Tubular Track, so that a tender could be performed more efficiently and more competitively, and be more manageable. The investigation was carried out by means of a literature review and interviews. This was done to establish an accurate baseline from the current process and then re-engineer the system in its entirety. Verification of the investigation method was done through application of the PMBOK proven project management methods, while validation was done by comparison of processes through process improvement methodology principles as relationship. Process improvement and its management is a continuous procedure but because this study only focuses on the design of a new tender process for Tubular Track the conclusion that was made through literature application and comparison was that the newly designed process is expected to improve efficiency, manageability and time to complete. In the final conclusion stage recommendations were also made that re-engineering phases be planned and followed with corresponding risk and change management plans. Training needed for personnel so that implementation would be optimally applied and continuous improvement institutionalised would also need inspecting. / MIng (Development and Management Engineering), North-West University, Potchefstroom Campus, 2015

In any organisation processes can be seen evolving throughout their lifecycle and play a deciding role in the efficiency of organisational activities. Tender processes are no different and with growing competitiveness and globalisation it has become the responsibility of managerial staff to ensure continuous improvement is applied to processes so organisational goals are consistently met and knowledge, talents and other success factors are institutionalised therein. The objective of this study was to perform an iteration of process re-engineering on the tender process within Tubular Track, so that a tender could be performed more efficiently and more competitively, and be more manageable. The investigation was carried out by means of a literature review and interviews. This was done to establish an accurate baseline from the current process and then re-engineer the system in its entirety. Verification of the investigation method was done through application of the PMBOK proven project management methods, while validation was done by comparison of processes through process improvement methodology principles as relationship. Process improvement and its management is a continuous procedure but because this study only focuses on the design of a new tender process for Tubular Track the conclusion that was made through literature application and comparison was that the newly designed process is expected to improve efficiency, manageability and time to complete. In the final conclusion stage recommendations were also made that re-engineering phases be planned and followed with corresponding risk and change management plans. Training needed for personnel so that implementation would be optimally applied and continuous improvement institutionalised would also need inspecting. / MIng (Development and Management Engineering), North-West University, Potchefstroom Campus, 2015

The constant changes in governmental and customer requirements are forcing organizations to adapt in today’s dynamic market. Challenges such as international competition, increased cost pressure and efficient resource allocation are just a few examples of what organizations currently are facing. The need of managing business processes has become evident, as processes describes how well the organization is operating. Processes are no longer seen as just a tool, but as a way to visualize and standardize the organization in order to decrease variation and waste. With limited resources, ABB HVC has been working with business processes for over 20 years without any major influence since the competition has not required it. During the last three years the focus has shifted and business processes are now a hot topic. A stance has been taken and ABB HVC is now aiming to become a process-oriented organization. To become a process-oriented organization, ABB HVC needs a solid foundation built around processes. This project aims to satisfy a part of that foundation by designing a process for the technology department. As the technology department currently lacks a defined process, they cannot in a clear and visual way describe how they operate. Most of the time spent during this project, was focused on designing a functional process and to identify options for development. The research type of this project is a change focused research with an action research strategy. The selected approach is a design research methodology with qualitative data collection. In order to gather all the required information to complete the task, a literature review and an empirical analysis of ABB HVC were conducted. The result of this project was a process map describing the workflow and interactions of the technology department. An implementation plan, tools and suggested improvements have also been included in the report to provide the technology department with a strategy in how to continue the process work. / Ständiga förändringar och krav från myndigheter och kunder tvingar organisationer att anpassa sig till dagens dynamiska marknad. Utmaningar som internationell konkurrens, ökat kostnadstryckt och en effektiv resursfördelning är bara några exempel på vad organisationer för närvarande står inför. Behovet av att hantera affärsprocesser har blivit uppenbart eftersom processerna beskriver hur väl organisationen fungerar. Processer ses inte längre som bara ett verktyg, utan som ett sätt att visualisera och standardisera organisationen för att minska variation och slöseri. Med begränsade resurser har ABB HVC arbetat med affärsprocesser i över 20 år utan någon större påverkan för att konkurrensen inte har krävt det. Under de senaste tre åren har fokus skiftat och affärsprocesser är nu ett hett samtalsämne. En ställning har tagits och ABB HVC siktar nu på att bli en processorienterad organisation. För att bli en processorienterad organisation behöver ABB HVC en stabil grund uppbyggd kring processer. Detta projekt syftar till att tillfredsställa en del av denna grund genom att utforma en process för teknikavdelningen. Eftersom teknikavdelningen idag saknar en definierad process kan de inte tydligt beskriva hur de arbetar. Merparten av tiden spenderat under detta projekt var inriktad på att utforma en fungerande process och att identifiera alternativ för utveckling. Forskningstypen för detta projekt är en förändringsfokuserad forskning med en aktionsforskningsstrategi. Det valda tillvägagångssättet är att använda design research metodiken med kvalitativ datainsamling. För att samla in all den information som krävts för att slutföra uppgiften, har en litteraturstudie och en empirisk analys av ABB HVC utförts. Resultatet av detta projekt var en processkarta som beskriver arbetsflödet och interaktionerna för teknikavdelningen. En genomförandeplan, verktyg och förslag på förbättringar har också tagits med i rapporten för att ge teknikavdelningen en strategi för hur man ska fortsätta processarbetet.

For large organizations, updating instructional programs presents a challenge to keep abreast of constantly changing business processes and policies. Each time a process or policy changes, significant resources are required to locate and modify the training materials that convey the new content. Moreover, without the ability to track learning objects to processes and policies, training managers cannot conduct an effective training gap analysis in these areas. As a result, the corporate training picture is unclear and instructional needs cannot be accurately determined. The research addressed these problems by recognizing the need for linkages between an organization's business processes, its policies, and the learning objects that package the corresponding training content and deliver it to the workforce. The overall investigation was completed in three parts. In the first study, a thorough examination of the literature was conducted to determine the extent of the research problem and to provide a theoretical foundation for a solution. In the second study an expert panel was used to elicit user needs for a knowledge management system that addresses training management shortcomings in a large law enforcement agency. Another expert panel from that agency validated and prioritized the user needs during the third study. Through a combination of research-based elicitation and validation techniques, an accurate list of natural language software requirements emerged to represent the collective needs of the law enforcement training experts. The software requirements may now serve to analyze the capabilities of existing information technology systems or to form the basis for a request for proposal (RFP) to build the envisioned knowledge management system.

A distributed business process is executed in a distributed computing environment. The service-oriented architecture (SOA) paradigm is a popular option for the integration of software services and execution of distributed business processes. Entailment constraints, such as mutual exclusion and binding constraints, are important means to control process execution. Mutually exclusive tasks result from the division of powerful rights and responsibilities to prevent fraud and abuse. In contrast, binding constraints define that a subject who performed one task must also perform the corresponding bound task(s). (authors' abstract)

Business Process Management (BPM) is often adopted by organizations as a method to increase awareness and knowledge of their business processes. Business process modeling is used as a method to represent business processes in form of business process models. The number of organizations adopting BPM is quickly increasing. By this means, so is the number of business process models as result of a BPM initiative. Within a single organization the number of business process models often ranges from hundreds to even thousands. In order to handle such large amount of business process models, organizations structure them by the help of a process architecture. It includes a process map, which is considered as the top-most view of the process architecture where the organization's business processes and the relations between them are visually and abstractly depicted. The details of each business process shown on the process map are stored in the lower levels of the corresponding process architecture. The purpose of a process map is to provide an overview of how an organization operates as a whole without necessarily going into the process details. Therefore, the design of a process map is vital not only for the understanding of the company's processes, but also for the subsequent detailed process modeling. This is primarily because, a process map is often the result of the process identification phase of the BPM lifecycle, and is used as a foundation for the subsequent phases, where the detailed process modeling and process improvement takes place. Despite their importance, the design of process maps is still more art than science, essentially because there is no standardized modeling language available for process map design. As a result, we are faced with a high heterogeneity of process map designs from practice, although they all serve a similar purpose. This has accordingly been our main motivation for pursuing the research presented in this thesis. The research question for this thesis is the following: How to effectively model processes on an abstract level? In this thesis, we document the development of a language for designing process maps. In particular, we provide the following contributions. First, we present a holistic reference BPM framework. It is a consolidation of procedural frameworks introduced by prominent BPM researchers. The framework includes eleven BPM elements, each holding activities organizations need to consider when adopting BPM. Second, we provide a method for assessing cognitive effectiveness of process maps used in practice. For this, we follow the nine principles for cognitively effective visual notations introduced by Moody cite{moody2012physics}. In addition, we employ the cognitive fit theory to check whether the design of process maps has an effect on the BPM success in the respective organization. Second, we conduct a systematic literature review on the quality of modeling languages and models. We use the quality requirements we found as basis for developing the language for designing process maps. Third, we define the abstract syntax, semantics, and concrete syntax of the language for process maps. We follow an explorative method, hence we rely on empirical data for the language development. Accordingly, we reuse symbols in our language which have already been used in practice as part of process maps. We follow this approach in order to ensure the language will consist of elements already familiar to organizations. We evaluate the language by means of an experiment, in which we assess the effectiveness and efficiency of process maps designed using elements from our language against process maps that have not been designed using our language. Last, this thesis provides a method for testing the suitability of existing languages for specific purposes. (author's abstract)