Supporting usage-centered workflow Design: Why and how?

Abstract

One of the most difficult tasks in the development of Processaware Information Systems (p-IS) is the design of the related workflow. Methods and tools to support this design process are an emerging trend in Business Process Management research. Despite the many approaches already presented it is unclear on what researchers should focus. Hence, in this paper, I first undertake a sound problem analysis of the workflow design process. With respect to this analysis, workflow design should primarily be informed of the study of the 'where' and 'why' of deviations of the work practice - which emerges with the deployment and use of the new p-IS - and the initially intended business process. Secondly, I describe log-based Delta-Analysis, a new concept to study process deviations using data logged during operational p-IS-usage. InterPoL, a tool to support log-based Delta-Analysis, is also presented. Finally, I report about results of a feasibility as well as a detailed case study with real-world projects. © Springer-Verlag 2004.