A Framework for Instrumentation and Integration of Process Performance Management

我们日益在线和无线连接的世界使得收集数据来监控正在发生的业务流程变得更加可行。管理人员和工作人员应该能够在业务流程进行时访问和响应这些数据，以确保质量、安全性、安全性、合规性并提高绩效。遗憾的是，企业目前用来收集和交流此类数据的绩效管理框架通常是在事后才提供数据的。在实践中，支持在线业务流程的信息技术和支持业绩管理框架的信息技术之间存在着组织和架构上的巨大差距。在构建信息系统时，这两者通常是相互独立地处理的。因此，业务流程和绩效管理之间的基本关系沟通不畅。企业在高层次上知道业务流程在事后执行得有多好，但对于流程中哪些步骤的组合有助于成功或失败的洞察力通常是不确定的，或者沟通得太晚了。关注护理质量(等待时间、再住院率、感染率、患者满意度)的医疗保健流程绩效管理是这项研究的应用领域，航空流程绩效管理也是关注安全的应用领域。安全和监管合规性对两者也很重要。我们的长期目标是建立一个全面的流程绩效管理信息技术框架，能够对业务流程进行动态统计控制和监督，以确保管理人员和员工在执行这些业务流程时都能获得质量、安全、保障、合规和绩效。该框架必须提供足够的成熟度，以便在医疗保健和航空等复杂情况下的业务流程的日常运作和管理中，能够充分整合流程绩效管理并将其纳入工具。我们研究的核心假设是，流程绩效管理应用程序的定义和实现应该独立于它们所监控的业务流程和传达企业整体绩效的绩效管理框架。通过在两者之间具有灵活、定义良好的体系结构集成点，可以简洁而准确地定义流程绩效管理应用程序，以管理运营业务流程和战略企业目标之间的关系。这将使应用程序能够随着企业的业务流程和战略目标的发展而灵活而有效地开发、部署和不断更新。我们的研究将集中在支持我们长期目标的三个短期目标上。PPM元模型：开发用于生成流程性能管理(PPM)应用程序的应用程序元模型和模型驱动方法。PPM体系结构：开发用于执行PPM应用程序的PPM引擎，以及用于将该引擎与业务流程和绩效管理体系结构集成的模式目录。PPM方法论：开发一种测试驱动的方法论，用于构建PPM应用程序，确保随着流程和战略目标的发展而提高质量、安全性、安全性、遵从性和性能。所有三个短期目标都将在医疗保健或航空流程绩效管理等复杂领域使用案例研究和设计科学研究方法进行验证。

Our increasingly on-line and wireless-connected world makes it ever more feasible to collect data to monitor business processes as they are taking place. Managers and workers should be able to access and react to that data while the business process is taking place to ensure quality, safety, security, regulatory compliance and improve performance. Unfortunately, the performance management frameworks that enterprises currently use to collect and communicate such data typically make the data available after the fact. In practice, there is a significant organizational and architectural gap between information technology that supports online business processes, and information technology that supports performance management frameworks. The two are usually addressed independently of each other when building information systems. As a result, essential relationships between business processes and performance management are poorly communicated. Enterprises know at a high level how well business processes performed after the fact, but the insight as to which combination of steps in a process contributed to success or failure is often uncertain or communicated too late. Healthcare process performance management with a focus on quality of care (wait times, readmission rates, infection rates, patient satisfaction) is an application area for this research as is aeronautics process performance management with a focus on safety. Security and regulatory compliance are important to both as well. Our long term objective is a comprehensive information technology framework for process performance management that can provide dynamic statistical control and surveillance of business processes to ensure quality, safety, security, compliance, and performance that is accessible to managers and workers alike, while those business processes are taking place. The framework must provide a sufficient level of sophistication so that process performance management can be fully integrated and instrumented into the day to day operations and management of business processes in complex situations such as health care and aeronautics process performance management. A major hypothesis at the core of our research is that process performance management applications should be defined and implemented independently of the business processes they monitor and the performance management frameworks that communicate overall enterprise performance. By having a flexible, well-defined architectural integration point between the two, a process performance management application can be concisely and precisely defined that manages the relationship between operational business processes and strategic enterprise goals. This will enable the application to be flexibly and efficiently developed, deployed and updated on a continuous basis as the business processes and strategic goals of an enterprise evolve. Our research will focus on three short term objectives that support our long term objective. PPM Meta-model: development of an application meta-model and a model-driven approach for generating process performance management (PPM) applications. PPM Architecture: development of a PPM engine to execute PPM applications and a catalog of patterns for integrating the engine with business process and performance management architecture. PPM Methodology: development of a test-driven methodology for building PPM applications that ensure quality, safety, security, compliance, and performance as processes and strategic goals evolve. All three short term objectives will be validated using case studies and design science research methodology in complex domains such as healthcare or aeronautics process performance management.