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9th European Conference on Cognitive Science Approaches to Process Control

Cognition and Collaboration - Distributed Cognition in Complex Processes

CSAPC '03H(s)

ControlG(s)

Johan F. Hoorn, 2003

ExternalDisturbance

X(s)

+

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Vrije UniversiteitFaculty of Sciences

Department of Computer ScienceSection Information Management & Software Engineering

Subsection Human Computer Interaction, Multimedia & Culture

Johan F. Hoorn and Gerrit C. van der Veer

RE for Groupware to ManageBusiness Process Dynamicsand Stakeholders’ Mindset

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Contents

CSAPC ’03 Problem Aim Theory Model Prospects Questions

Dutch Ministry ofEconomic Affairs

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Business mission: Make a safer world

Business (sub)goal: Process control Means: Software applications Analytical methods

Research into complex processes

Mobility: Control centers, user assistants, environment monitoringIndustry: Decision and work optimizationHealth: Decision and error management

Business(physical,technical)

Cognitive(individual decisions,groupdecisions)

Mobility, i.e. sea, air, land trafficIndustry, i.e. nuclear power plantsHealth care, i.e. intensive care units

Interactions indynamicenvironments

Cognitive science(Cognitive and ergonomics, HCI, Human Factors)

Distributed cognition(Situation awareness, cooperation, coordination, standard rules vs. work practice)

CSAPC ’03

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Problem

Business models change in reactionto the outside world

Therefore, business goals and workprocesses change

Process control systems become outdated even before release

This costs time, money, effort, and anger

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Public service?

Serves general publicNo break even

Commercial?

Serves itselfBeyond break even

Business model

Government demand changes

Slow control process allowed Control process must be fast

Supporting IT can leavemuch to the user

Supporting IT is not allowedto leave much to the user

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Supporting IT can leavemuch to the user

Supporting IT is not allowedto leave much to the user

Public service CommercialMake new incidentFill out 8 action windowsEach action a new window

Make4

differentfiles

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Supporting IT is not allowedto leave much to the user

Public service Commercial

Minimal number of complexwindows is 12

Takes at least 30 minutes

Error probability high

Does not support the publicNot cost extensive

Expensive redesign

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Aim

Can we make up a system structure that can handle changes in business goals and work (i.e. control) processes?

To this end we need to isolate the factorsthat remain stable throughout the processof change

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Examples of goals

Personal concerns Group concerns

http://www.politie.nl/groningen/Politie%20regio%2001%20Groningen_bestanden/vrijwilliger.htmhttp://www.politie.nl/flevoland/images/VOS.ht1.jpg

Get an exciting job Help juvenile delinquents

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Examples of control process applications

Speed Accuracy

http://www.openbaarministerie.nl/proces/inleiding.htm

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TheoryEvolving business modelscause shifts in personal andbusiness goals

They also affect the speed ofcontrol processes and thus, (human) accuracy

All this explains the changesin system requirements

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Business goals:- break even / make profit egotistic- to serve and protect altruistic

Personal goals:- make a career egotistic- commitment to company altruistic

Where, then, can we find the stable factors?

New business model changes priorities

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Client

Sou

rces

of c

onfli

ct, r

egar

ding

goa

ls

Business goals Personal goals

Changing system requirements

Stakeholders

Management Workfloor

egotisticvs.

altruistic

egotisticvs.

altruistic

vs.

vs. vs.

Event

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Accurate processes:- getting an e-dossier fast- breath analysis slow

Inaccurate processes:- summary justice fast- incident administration slow

Stable process mechanisms

New business model changes priorities

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Client

Sou

rces

of c

onfli

ct, r

egar

ding

pro

cess

es

Accurate process Inaccurate process

Changing system requirements

Stakeholders

Management Workfloor

speedvs.

accuracy

speedvs.

accuracy

vs.

vs. vs.

Event

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Agreedrequirements change’

Break even Serve, protect Career Commitment E-dossier Breath analysis Summary justice Incident adm.

egotistic

altruisticbusiness

personal inaccurate

accurate

fast

slow

Relevance

ProcessGoals

Valence

Model

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Prospects

Adaptive system structure?

Ethnography Structured questionnaires Confirmative factor analysis Model fit

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Goaltype

Type 1:Businessegotistic

Type 2:Businessaltruistic

Type 3:Personalegotistic

Type 4:Personalaltruistic

Systemfeature

E.g., cost-effective

E.g., safeconduct

E.g.,decisionsupport

E.g., be ateam

player

x1

Relevant?Irrelevant?Support?Obstruct?

" " "

xn " " " "

(Sub)process

Sub 1:Fast/ac-curate

Sub 2:Slow/ac-curate

Sub 3:Fast/in-accurate

Sub 4:Slow/in-accurate

Systemfeature

E.g., start-up

E.g.,mainten-

ance

E.g.,trouble-shooting

E.g.,manual

data input

x1

Relevant?Irrelevant?Support?Obstruct?

" " "

xn " " " "

Items are derived fromethnography

Ethnography Structured questionnaires

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Examples of items

The new sequence controllers are trivial with respect to working efficiently

Multiple passwords are important to company security

Multiple passwords are impeding manual data input

The new sequence controllers are helping me to get a promotion

System feature Relevant Egotistic business goal

System feature Negative valence Slow/inaccurate process

System feature Irrelevant Fast/accurate process

System feature Positive valence Egotistic personal goal

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Agreedrequirements

d2

d4

Qari2

Qari4

d1

d3

Qari1

Qari3

1

1

1

1

1

z1:change'

d6

d8

Qarc2

Qarc4

d5

d7

Qarc1

Qarc3

1

1

1

1

1

Relevancee2

e4

Qpri2

Qprc2

e1

e3

Qpri1

Qprc1

1

1

1

1

1z2

1

Valencee6

e8

Qpvi2

Qpvc2

e5

e7

Qpvi1

Qpvc1

1

1

1

1

1

Negative contribution?

z3

1

Changedegotisticbusiness

goals

g1 Qebgi1

g2 Qebgc1

1

1

z5

1

g5Qepgi1

g6Qepgc1

1

1

z7

1

Changedaltruisticbusiness

goals

g3 Qabgi1

g4 Qabgc1

1

1

z6

1

Changedaltruisticpersonal

goals

g7Qapgi1

g8Qapgc1

1

1

z8

1

Relevance Valence

Changedegotisticpersonal

goals

Systemfeatures

f1 Qsfi1

f2 Qsfi2

1

1

f3Qsfc1

f4Qsfc2

1

1

z41

Confirmative factor analysis Model fit

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Questions?