A Framework for Instrumentation and Integration of Process Performance Management

我们越来越多的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。当业务流程正在进行时，管理人员和工作人员应该能够访问这些数据并对其做出反应，以确保质量、安全、保障、法规遵从性并提高性能。不幸的是，企业目前用于收集和交流此类数据的性能管理框架通常在事后才提供这些数据。在实践中，支持在线业务流程的信息技术与支持性能管理框架的信息技术之间存在着重大的组织和体系结构差距。在构建信息系统时，这两者通常是相互独立的。因此，业务流程和性能管理之间的基本关系没有得到很好的沟通。企业在较高的层次上知道业务流程在事后执行得有多好，但是关于流程中哪些步骤组合导致了成功或失败的洞察通常是不确定的，或者传达得太晚了。关注医疗质量（等待时间、再入院率、感染率、患者满意度）的医疗流程绩效管理是本研究的一个应用领域，关注安全的航空流程绩效管理也是如此。安全性和法规遵从性对两者都很重要。**我们的长期目标是为过程性能管理提供一个全面的信息技术框架，该框架可以提供对业务过程的动态统计控制和监视，以确保当这些业务过程发生时，管理人员和工作人员都可以访问质量、安全、保障、遵从性和性能。框架必须提供足够的复杂程度，以便可以将流程性能管理完全集成到诸如医疗保健和航空流程性能管理等复杂情况下的业务流程的日常操作和管理中。我们研究的一个核心假设是，流程性能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沟通整体企业绩效的性能管理框架。通过在两者之间有一个灵活的、定义良好的体系结构集成点，流程性能管理应用程序可以被简洁而精确地定义，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有效地开发、部署和更新。**我们的研究将集中于三个短期目标，以支持我们的长期目标。**PPM元模型：开发应用程序元模型和用于生成过程性能管理（PPM）应用程序的模型驱动方法。**PPM体系结构：开发一个PPM引擎来执行PPM应用程序，以及一个将引擎与业务流程和性能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，以确保随着过程和战略目标的发展，质量、安全性、安全性、遵从性和性能。**所有三个短期目标都将通过案例研究和设计科学研究方法在复杂领域（如医疗保健或航空过程绩效管理）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.