Workflow Metrics for the Design of Business Processes

User interfaces and dialogue systems can be adapted to defined procedures and user tasks. A much larger gain in productivity and benefit for the customer can be realized by a holistic redesign of the business processes in a networked working environment. The optimisation process can include work tasks carried out in a manual procedure.

Simple cases excluded, business processes mostly are quite complex and not completely visible. The risk of introducing undesirable side effects suggests that care should be taken when modifying business processes. Two important tools can be used:

• Tools for the representation and simulation of business processes.
   
• Metrics for the empirical representation of process parameters in reality, and the use of realistic parameters in simulation models for process optimisation.

We use simulation tools which permit comprehensive modelling of business processes including a detailed description of user procedures. Compatibility with widely used tools for ERP customizing is assured.

We use theoretically well founded metrics in the simulation and optimisation of processes which allow the inclusion of adequate statistical parameters in simulation models. Simulation models including such parameters permit the quantitative analysis of models and a reliable prediction of the effects of the modification of business processes. An important part are parameters for learning processes, one of the most important cost factors of the introduction of new work systems and procedures.

(c) ACit GmbH 1999, 2000