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Work Process Management
Make Every Operator an Expert
2 /GE /
Agenda
9:00 – 9:30 Welcome and Breakfast Refreshments
9:30 – 10:30 Work Process Definition and ContextIndustrial Strength Work Process Management
10:30 – 10:45 Break
10:45 – 11:45 Production Work Processes Examples
11:45 – 12:00 Who we are and our solutions
12:00 – 1:30 Lunch
3 /GE /
The Age of Turbulence
Reset Assumptions
Risk, Asset Values, Commodity Prices, Exchange
Rates, Supply Networks
Financial Discipline
Projects That Deliver Positive Cash Flow < 6 months
Visibility
The Only Weapon Against Volatility
Adaptability
Masters of Change Will Win
Opportunity
““““I guess I should warn you, if I turn out to I guess I should warn you, if I turn out to I guess I should warn you, if I turn out to I guess I should warn you, if I turn out to
be particularly clear, you've probably be particularly clear, you've probably be particularly clear, you've probably be particularly clear, you've probably misunderstood what I've saidmisunderstood what I've saidmisunderstood what I've saidmisunderstood what I've said””””
----Alan GreenspanAlan GreenspanAlan GreenspanAlan GreenspanFormer US Federal Reserve ChairmanFormer US Federal Reserve ChairmanFormer US Federal Reserve ChairmanFormer US Federal Reserve Chairman
4 /GE /
Agile To Learn and Drive ChangeDrive Sustainable Business Value Through Work Process
ComplexityComplexityComplexityComplexityLowLowLowLow
HighHighHighHigh
Bu
sin
ess
Bu
sin
ess
Bu
sin
ess
Bu
sin
ess
Va
lue
Va
lue
Va
lue
Va
lue
Hig
hH
igh
Hig
hH
igh
What might happen?
What is happening?
Why did it happen?
ReportingReportingReportingReportingWhat happened?
Co
ntr
ollers
hip
Op
era
tio
ns
Excell
en
ce
Gro
wth
Hindsight ForesightCurrent
AnalysisAnalysisAnalysisAnalysis
MonitoringMonitoringMonitoringMonitoring
PredictivePredictivePredictivePredictiveAnalyticsAnalyticsAnalyticsAnalytics
ScheduleOptimization
Alerts
Dashboards MaterialOptimization
History
ProcessOptimization
Work
Pro
cess
Work
Pro
cess
Work
Pro
cess
Work
Pro
cess
Optimiza
tion
Optimiza
tion
Optimiza
tion
Optimiza
tion
4
5 /GE /
Work Process Definitionand Context
Challenges our businesses face...
7 /GE /
A Process is...A Process is...A Process is...A Process is...A method of dealing with in a routine way; "I'll handle that one"; "process a
loan"; "process the applicants“; “I will clean the equipment”
Procedure: a particular course of action intended to achieve a result; "the
procedure of obtaining a driver's license"; “submitting my expense
report”...
A Business Process is...A Business Process is...A Business Process is...A Business Process is...A business process is a set of coordinated tasks and activities, conducted
by both people and equipment, that will lead to accomplishing a specific
organizational goal.
Business Process Management is...Business Process Management is...Business Process Management is...Business Process Management is...Business Process Management (BPM) is a systematic approach to
managing and improving business processes.
Process Definition
8 /GE /
A Business ProcessExpense Reimbursement
Submit Expense
Report
9 /GE /
Traditional Business Process Management
Level 4
Level 1
Level 2
Level 3
Business Planning
& LogisticsPlant Production Scheduling,
Operational Management, etc
Manufacturing
Operations ManagementDispatching Production, Detailed Production
Scheduling, Quality Assurance, ...
DiscreteControl
BatchControl
ContinuousControl 1 - Sensing the production process, manipulating
the production process
2 - Monitoring, supervisory control and automated control of the production process
3 - Workflow / recipe control, stepping the process through states to produce the desired end products. Maintaining records and optimizing the production process.
Time FrameShifts, hours, minutes, seconds
4 - Establishing the basic plant schedule -production, material use, delivery, and shipping. Determining inventory levels.
Time FrameMonths, weeks, days, shifts
Process Customer Order
Create an InvoiceSubmit an Expense Report
Returned Product
Ship Order
10 /GE /
Business Process ManagementRapid Adoption Happening Now
Significant Results from BPM
“We reduced processing time from 6 weeks to 48
hours and the associated labor by 70%.”
“We increased transaction capacity by 50% and
reduced staff and processing time by 30% each.”
• Improve conformance• Ensure compliance• Increase throughput• Reduce rework• Reduce resources
• Reduce work in progress• Improve understanding• Reduce training requirements• Reduce progress chasing• Improve ability to meet dates
11 /GE /
A Work ProcessManual Quality Check
Take Raw Material Sample
12 /GE /
We have 1000s of Work ProcessesPeople are involved in many
Receive Materials
Quality Check Raw Material
Quality Check Finish Product
Metal Detector Check
Setup M
achine
Corrective Action Product Deviation
Quarantine
Product
Package
Finish Goods
Store Product
Cor
rect
Ala
rm
Dispatch Production Order
Scrap Product
Rework Product
Check Adhesive Levels
13 /GE /
Other Types of Work ProcessesPeople are not involved
Send Order from ERP to
Production System
Correct Alarm
Send production
results to ERP
Coordinate equipmentoperation
Monitor production
metrics
Condition data for a spreadsheet
Prevent downtime
Escalate expired
work requirements
Notify supplier of
low inventory levels
Work Process ManagementIn the Production Environment
Level 4
Level 1
Level 2
Level 3
Business Planning
& LogisticsPlant Production Scheduling,
Operational Management, etc
Manufacturing
Operations ManagementDispatching Production, Detailed Production
Scheduling, Quality Assurance, ...
DiscreteControl
BatchControl
ContinuousControl 1 - Sensing the production process, manipulating
the production process
2 - Monitoring, supervisory control and automated control of the production process
3 - Workflow / recipe control, stepping the process through states to produce the desired end products. Maintaining records and optimizing the production process.
Time FrameShifts, hours, minutes, seconds
4 - Establishing the basic plant schedule -production, material use, delivery, and shipping. Determining inventory levels.
Time FrameMonths, weeks, days, shifts
RealRealRealReal----TimeTimeTimeTime BrickwallBrickwallBrickwallBrickwall
ERP <-> Production System
Production Order Completed
Backflush Inventory
Maintenance ExecutionActual Production Order Status
Production Order DispatchingEngineering and Spec
Changes
Corrective Action
Maintenance
Task Management
Digitized Work InstructionsTask Execution
Station-Level Control
Manual Data Entry
Alarm Analysis and Action
Mfg Intelligence Data
Condition Monitoring
15 /GE /
Roadblocks to Effective Work Process Management
• Maintaining and updating written SOPs is very time consuming and expensive
• Roll out and training people to use SOPs is very time consuming and expensive
• Monitoring conformance and compliance to SOPs is very time consuming and expensive
• Execution performance feedback lags and is subjective and inaccurate
• People that know the process best typically do not create the process
16 /GE /
Overcoming Roadblocks
An Industrial StrengthWork Process Management System
17 /GE /
Key elements of an effectiveWork Process Management System
• Work Processes must be able to be developed by the people who know
the process best
• Work Processes must be able to be created and deployed quickly to
solve problems and get control of a process immediately
• Work Processes must be able to be executed with very little training
• Work Processes must be able to be managed throughout the plant
with little effort
• Execution performance feedback must be real-time and accurate so
that process improvements can be implemented immediately
• Work Processes must be able to be implemented on top of existing
systems
18 /GE /
A Work Process Management System
Workflow AuthoringWorkflow AuthoringWorkflow AuthoringWorkflow Authoring
Workflow ExecutionWorkflow ExecutionWorkflow ExecutionWorkflow Execution
Task Task Task Task InboxInboxInboxInbox
Workflow Design Workflow Design Workflow Design Workflow Design and Definitionand Definitionand Definitionand Definition
Workflow Monitoring Workflow Monitoring Workflow Monitoring Workflow Monitoring and Control and Control and Control and Control
Interaction with People, Equipment and ApplicationsInteraction with People, Equipment and ApplicationsInteraction with People, Equipment and ApplicationsInteraction with People, Equipment and Applications
WorkflowWorkflowWorkflowWorkflow
Authoring Authoring Authoring Authoring
EnvironmentEnvironmentEnvironmentEnvironment
Workflow Workflow Workflow Workflow DefinitionDefinitionDefinitionDefinition
WorkflowWorkflowWorkflowWorkflow
Execution EngineExecution EngineExecution EngineExecution Engine
Hosted ApplicationsHosted ApplicationsHosted ApplicationsHosted Applications
Process EquipmentProcess EquipmentProcess EquipmentProcess Equipment
Automated Automated Automated Automated WorkflowsWorkflowsWorkflowsWorkflows
Interactive WorkflowsInteractive WorkflowsInteractive WorkflowsInteractive Workflows
RealRealRealReal----Time SOATime SOATime SOATime SOA
ERP <-> Production System
Production Order Completed
Backflush InventoryMaintenance Execution
Actual Production Order Status
Production Order Dispatching
Engineering and Spec Changes
Corrective Action
Maintenance
Task Management
Digitized Work Instructions
Task Execution
Station-Level ControlManual Data Entry
Alarm Analysis and Action
Mfg Intelligence DataCondition Monitoring
19 /GE /
Task Inbox
My Tasks
The Task Steps
that must be worked on
Detailed
instructions and input
Graphically define a Work Process
Managing Tasks
22 /GE /
Process Feedback and Reporting
Se
cu
rity
Ala
rm
OP
C
Use
rs
Ev
en
ts
S9
5 D
ata
Mo
de
ls
Core ServicesCore ServicesCore ServicesCore Services
Re
po
rtin
g
Ob
jec
t R
ela
tio
na
l
Lic
en
sin
g
SQ
L D
ata
ba
se
We
b S
erv
ice
s
Service ProvidersService ProvidersService ProvidersService ProvidersH
MI
ER
P
PL
M
Le
ga
cy
Ap
ps
Using existing systems, layer on topSOA – Service Oriented Architecture - The Basics
RealRealRealReal----Time Services BusTime Services BusTime Services BusTime Services Bus
Data and ServicesRepository
SetupSetupSetupSetupMachineMachineMachineMachine
ProduceProduceProduceProduceProductProductProductProduct
InspectInspectInspectInspectProductProductProductProduct
PackagePackagePackagePackageProductProductProductProduct
PackagePackagePackagePackage& Ship& Ship& Ship& Ship
Production Process
UniversalClient
24 /GE /
Se
cu
rity
Ala
rm
OP
C
Use
rs
Ev
en
ts
S9
5 D
ata
Mo
de
ls
Re
po
rtin
g
Ob
jec
t R
ela
tio
na
l
Lic
en
sin
g
SQ
L D
ata
ba
se
We
b S
erv
ice
s
HM
I
ER
P
PL
M
Le
ga
cy
Ap
ps
iSOA – Core and Service Providers
RealRealRealReal----Time Services BusTime Services BusTime Services BusTime Services Bus
Core ServicesCore ServicesCore ServicesCore Services Service ProvidersService ProvidersService ProvidersService Providers
Get AlarmsGet AlarmsGet AlarmsGet Alarms
AckAckAckAck AlarmsAlarmsAlarmsAlarms
Data ItemsData ItemsData ItemsData Items
Add ItemAdd ItemAdd ItemAdd Item
Remove ItemRemove ItemRemove ItemRemove Item
TagsTagsTagsTags
DisplaysDisplaysDisplaysDisplaysAckAckAckAck AlarmsAlarmsAlarmsAlarms
Equip ModelEquip ModelEquip ModelEquip ModelProcess SegmentsProcess SegmentsProcess SegmentsProcess Segments
Operations MgmtOperations MgmtOperations MgmtOperations Mgmt
Quality MgmtQuality MgmtQuality MgmtQuality Mgmt
Production EventsProduction EventsProduction EventsProduction EventsDowntime EventsDowntime EventsDowntime EventsDowntime Events
Waste EventsWaste EventsWaste EventsWaste Events
Production OrderProduction OrderProduction OrderProduction Order
Material ConsumedMaterial ConsumedMaterial ConsumedMaterial Consumed
MaterialsMaterialsMaterialsMaterials
Order StatusOrder StatusOrder StatusOrder Status
25 /GE /
Processes Enabled by iSOAAlarm Corrective Action Example
WorkflowWorkflowWorkflowWorkflow
QuarantineQuarantineQuarantineQuarantineProductProductProductProduct
ManuallyManuallyManuallyManuallyInspectInspectInspectInspect
DispositionDispositionDispositionDispositionProductProductProductProduct
CreateCreateCreateCreateDeviationDeviationDeviationDeviation
Clear for Clear for Clear for Clear for ProductionProductionProductionProduction
Corrective Action Process
26 /GE /
Example Production Work Processes
27 /GE /
Most Common Work ProcessesWork InstructionsWork InstructionsWork InstructionsWork Instructions
---- Electronic Work Instructions / SOPsElectronic Work Instructions / SOPsElectronic Work Instructions / SOPsElectronic Work Instructions / SOPs
- "Standard Work" for Lean Initiatives – “Error proofing”
- Production Set Up
- Virtual Trainer
QualityQualityQualityQuality
---- Quality Hold:Quality Hold:Quality Hold:Quality Hold: Non Conformance, Rework and QuarantineNon Conformance, Rework and QuarantineNon Conformance, Rework and QuarantineNon Conformance, Rework and Quarantine
- QA Plan & Sampling
Corrective ActionCorrective ActionCorrective ActionCorrective Action
---- Alarm Management and Corrective ActionAlarm Management and Corrective ActionAlarm Management and Corrective ActionAlarm Management and Corrective Action
- Exception Management
- HACCP Monitoring Procedures
- Troubleshooting Trees: Equipment Repair & In-Process Product Repair
MiddlewareMiddlewareMiddlewareMiddleware
- Production Specification & Recipe Management
- Industrial Middleware
Most Popular
Most Popular
Most Popular
28 /GE /
Simple Work Process
One User, One Location
Pressing the Button triggers a
Workflow
Sample System
Provide details for completing the step
Get operator input to confirm
actions
Ask Operator to validate manual
steps
Use HMI Displays
for Operator
interaction
Operator can
change setpoints
through HMI
32 /GE /
HMI display is providing real-time feedback
The target flowrate has
been reached
The step will not
continue until all manual checks
have been validated
New input requirements for
this step
We moved to the
next step
Each step can deliver unique
instructions
Keeping track of
how long the workflow has taken so far
Many types of media can help complete steps
Final validation and comments
Electronic signature
of the person performing the work
Control is returned to the
HMI
Sample System
38 /GE /
Electronic Work InstructionsCovers a lot of level 2
Level 4
Level 1
Level 2
Level 3
Business Planning
& LogisticsPlant Production Scheduling,Operational Management, etc
Manufacturing
Operations ManagementDispatching Production, Detailed Production
Scheduling, Quality Assurance, ...
DiscreteControl
BatchControl
ContinuousControl 1 - Sensing the production process, manipulating
the production process
2 - Monitoring, supervisory control and automated control of the production process
3 - Workflow / recipe control, stepping the process through states to produce the desired end products. Maintaining records and optimizing the production process.
Time FrameShifts, hours, minutes, seconds
4 - Establishing the basic plant schedule -production, material use, delivery, and shipping. Determining inventory levels.
Time FrameMonths, weeks, days, shifts
Digitized Work Instructions
Task ExecutionStation-Level Control
Manual Data Entry
39 /GE /
Moderate Complexity Work Process
Many Users, Many Locations
40 /GE /
Product QuarantineBased on real customer quarantine process
Work Process
1. Operational staff identify quality suspect product
2. Product put into quarantine
3. QA staff requested to review and decide action
4. Operational staff process action (Release, Rework or Scrap)
5. Finance notified if scrap amount significant
Current manual process
• Creates huge paperwork processing burden
• Costs the company as delays/losses in process causing the product to get too near to it’s expiry date:- Rejected/low sell price/fine from supermarkets- Unnecessary scrap
41 /GE /
People involved in the Work Process
UsernameUsernameUsernameUsername Job roleJob roleJob roleJob role
Paul Wynne Finance Manager
Sue Smith Product Stream Shift Manager: Shift 1
James Hall Product Stream Shift Manager: Shift 2
Tom Caesar Product Quality Co-ordinator
42 /GE /
Sue Smith –Product Stream Shift Manager (Shift 1) Logs in
43 /GE /
At Log in there are currently no
Workflows pending for Sue
Person logged in identified at top
of screen
Controls for display options and manually
starting new Tasks
at bottom
44 /GE /
Sue observes product issue on bottling line
and decides to initiate
the Quarantine workflow
45 /GE /
Steps of Quarantine
Workflow associated with
this user
New Quarantine initiated – No unique identifier until confirmed with
“Submit” button
Time since Workflow
started. Warning mails/messages can
be generated if runs
too long
Form to be Completed by
PSSM i.e. Sue
Work instructions, Standard
Operating Procedures (SOPs)
and other documents can
be linked and displayed at each step in Workflow
46 /GE /
Standard Operating
Procedures (Word
document) displayed within Workflow
47 /GE /
Top level details entered through
pull-downs as better for later
analysis
Current step highlighted in turquoise and by
progress bar
All fields must be completed before possible
to move on – including free comment fields
PSSM selects period of manufacture for
which product must be Quarantined
48 /GE /
Completion of previous
step highlighted with
tick mark, and current
step highlighted for execution.
Stop / Start, User and
other step details
stored to database for
later reporting.(Hover mouse over
step to see details)
After submit of previous
step, Workflow is confirmed and given
unique identifier
List of pallets manufactured
during selection Quarantine
period. PSSM asked to confirm
quarantine of these pallets.
49 /GE /
Next step completed and
system informs that an e-mail
has been sent to Tom Caesar
(Product Quality Coordinator PQC) for further processing.
No current task actions for Sue
Smith (hence blank form)
Product Quality Coordinator (Tom Caesar) receives e-mail that Workflow
is waiting for him and logs in …
51 /GE /
Tom Caesar –Product Quality
Coordinator Logs in
52 /GE /
Person logged in
Pending activity for Tom Caesar immediately highlighted at login
Steps of Quarantine
Workflow associated with
this userForm recalls quarantine details entered by PSSM.
PQC examines quarantined pallets and can review, edit, comment and verifies details
for quarantine.
53 /GE /
Following examination of quarantined product PQC selects those pallets for
release to distribution
Completion of previous
step highlighted with
tick mark, and current step highlighted for
execution.
54 /GE /
PQC selects those pallets from remaining quarantined
product (considering previous
step) to be written off or scrapped.
Another option could be Rework
Completion of previous
step highlighted with
tick mark, and current step highlighted for
execution.
55 /GE /
Next step completed and
system informs that an e-mail
has been sent to PSSMs.(Note: message sent to the
PSSM role rather than a
specific individual at this time)
56 /GE /
No pending tasks for Tom
Caesar (hence empty task list)
Product Stream Shift Manager (Sue Smith) receives e-mail that a Workflow is waiting for her
and logs in …
58 /GE /
Previously when Sue was
logged in, she had no pending actions, as the workflow was
waiting for the PQC (Tom) to
complete their actions.
As PQC completes actions Status of Quarantine task
updates for Sue to pending
59 /GE /
Sue is instructed to Scrap
those pallets identified by Quality Coordinator for write-
off, and then confirm (with the
Submit button) that it is done.
Note: Pallets released to distribution have their statuses
updated automatically and
have no manual action
60 /GE /
No pending tasks for Sue Smith.
Workflow for Quarantine is completed!
Finance Director is notified by e-mail that product over a threshold has
been written off. Logs in to check status ….
62 /GE /
Person logged in
Paul Wynne (Finance Director) is presented with
historic report of all
Quarantines (including the recent issue)
Report filterable (using SQL reporting)
63 /GE /
Report filtered on specific pallet
Details of Quarantine
recorded
64 /GE /
Total Pallets Quarantined
Pallets released to distribution
Total Pallets written-off
65 /GE /
Product QuarantineCovers many levels
Level 4
Level 1
Level 2
Level 3
Business Planning
& LogisticsPlant Production Scheduling,
Operational Management, etc
Manufacturing
Operations ManagementDispatching Production, Detailed Production
Scheduling, Quality Assurance, ...
DiscreteControl
BatchControl
ContinuousControl 1 - Sensing the production process, manipulating
the production process
2 - Monitoring, supervisory control and automated control of the production process
3 - Workflow / recipe control, stepping the process through states to produce the desired end products. Maintaining records and optimizing the production process.
Time FrameShifts, hours, minutes, seconds
4 - Establishing the basic plant schedule -production, material use, delivery, and shipping. Determining inventory levels.
Time FrameMonths, weeks, days, shifts
ERP <-> Production SystemInventory
Financial Records
Actual Production Order Status
Quality Quarantine
Corrective Action
Dispatch Product Orders
66 /GE /
High Complexity Work Process
Many Users, Many LocationsMany Systems
67 /GE /
Process Production OrderMixing automated and manual tasks
Task 1 Task 2 Task 3 Task 4
Set Up Machine, Download Recipe
Visually Inspect Product
Package Product Pallet and Ship
68 /GE /
Setup MachineTake the next production order, begin the setup
Task 1
Setup for Production
69 /GE /
Visual InspectionInspect and correct production issues
Task 2
Visually Inspect Product
70 /GE /
Package ProductPackage, Inspect, and Stage
Task 3
Package Product
71 /GE /
Process Production OrderMixing automated and manual tasks
Task 4
Pallet and Ship
72 /GE /
Process Production OrderCovers many levels and systems
Level 4
Level 1
Level 2
Level 3
Business Planning
& LogisticsPlant Production Scheduling,
Operational Management, etc
Manufacturing
Operations ManagementDispatching Production, Detailed Production
Scheduling, Quality Assurance, ...
DiscreteControl
BatchControl
ContinuousControl 1 - Sensing the production process, manipulating
the production process
2 - Monitoring, supervisory control and automated control of the production process
3 - Workflow / recipe control, stepping the process through states to produce the desired end products. Maintaining records and optimizing the production process.
Time FrameShifts, hours, minutes, seconds
4 - Establishing the basic plant schedule -production, material use, delivery, and shipping. Determining inventory levels.
Time FrameMonths, weeks, days, shifts
ERP <-> Production SystemActual Production Order Status
Inventory Movement
Customer Shipping
Quality Sampling
Corrective Action
Material Delivery
Production SetupQuality Sampling Trigger
Inspection Instructions
Packaging Instructions
Label Printing
73 /GE /
Our Operations ExcellencePortfolio
74 /GE /
iFIX
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Ev
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Proficy SOAProficy SOAProficy SOAProficy SOA
ModulesModulesModulesModules ServicesServicesServicesServices
HMIHMIHMIHMI HistorianHistorianHistorianHistorian Workflow Workflow Workflow Workflow MESMESMESMES 3333rdrdrdrd PartyPartyPartyPartyApplicationsApplicationsApplicationsApplications
Cim
plic
ity
Introducing the Proficy Operational Excellence Platform
75 /GE /
The Future…
Provide major cost savings from
simplifying and automating manual
processes, and realized big increases in
productivity
Enable the transformation of companies
from a collection of proprietary
operations into a collection of standard
plug-and-play activities.
The future of the Industrial IT
“Last year more than 50% of the mission-critical systems companies built in 2007 were SOA based, the figure will exceed 80% by 2010.”Source: Gartner Group, 2008
SOA for the Industry will:
76 /GE /
Proficy Workflow – Special Offer