EDOC2013

© Copyright 2013 Fujitsu

Keith D Swenson

Sept 2013

System architect intuition: the effect on the design of their system to support the work


The working world is changing.

From making things …


… to knowing things.




Where To?


Knowledge workers … high degree of expertise, … involves the creation, distribution, or application of knowledge. - Thomas Davenport


Knowledge worker productivity is the biggest of the 21st century management challenges. In the developed countries it is their first survival requirement. - Peter F Drucker


By a number of estimates, • intellectual property, • brand value, • process know-how, and • other manifestations of brain power

generated more than 70% of all US

market value created over the past three decades. - “The Productivity Imperative”, McKinsey and Company


~1995

Routine

Work

Knowledge

Work


~2015

Routine

Work

Knowledge

Work


85% of the new jobs created in the

past decade required complex knowledge skills: • analyzing information, • problem solving, • rendering judgment and • thinking creatively. - “The Productivity Imperative”, McKinsey and Company


We know what fragility is.

But what is the opposite?

Fragile


?

Fragile Robust


Fragile Robust Antifragile


Muscles are

Adaptive

The Body is Antifragile


Learning is Adaptive


IT System Perfection IT System Perfection


Enlightenment Bias: - Sub-parts of a complex system

are separately understood

- A stable system is made from very hard & durable sub-parts.


“The System”

Your

Organization

IT

System

&

People

Offices

Agreements

Skills Expertise

Relationships

Hardware

Software

Data

Desire to

optimize

the entire

system


“The only sustainable competitive advantage is an organization's ability to learn faster than the competition.”

- Peter M. Senge,

The Fifth Discipline: The Art & Practice of The Learning Organization


“Stability is a Time Bomb” - Nassim Nicholas Taleb, Antifragile


Protected Exposed

Craving Stress (Exercise)


Forests are Adaptive


Monocultures are Fragile


Enforcing a single best practice on the organization,

can make it … fragile


Process Technology Spectrum

Copyright 2013 Fujitsu America, Inc. All rights

reserved.


Ap

plica

tion

De

v

Ema

il, Tex

ting

, Tw

itter, Te

lep

ho

ne

Variable, Unique Predictable, Repeatable

Notes Documents

& Unstructured

Data

Databases &

Structured

Data


Ap

plica

tion

De

v

Ema

il, Tex

ting

, Tw

itter, Te

lep

ho

ne


Notes Documents

& Unstructured

Data

Databases &

Structured

Data

Development Investment

High Low

End User Effort

Low High

Cost to Modify

High Low

Control of Process

High Low


Ap

plica

tion

De

v

Process Technology

Ema

il, Tex

ting

, Tw

itter, Te

lep

ho

ne


Notes Documents

& Unstructured

Data

Databases &

Structured

Data


Ap

plica

tion

De

v

PD

S In

teg

ratio

n

Hu

ma

n P

M

Pro

du

ction

CM

Ad

ap

tive

CM

So

cial B

iz

Ema

il, Tex

ting

, Tw

itter, Te

lep

ho

ne


Notes Documents

& Unstructured

Data

Databases &

Structured

Data


Ap

plica

tion

De

v

PD

S In

teg

ratio

n

Hu

ma

n P

M

PC

M

AC

M

SB

S

Ema

il, Tex

ting

, Tw

itter, Te

lep

ho

ne

Pro

du

ction

CM

Ad

ap

tive

CM

Scripted and

Enforced

Process

Little or

No Defined

Process


PDSI & HPM ACM PCM

Highly Repeatable

Routine Processes

Factory, Mass Production

Small savings on each of a large volume produced

Efficiency and cutting costs through automation

Unpredictable

Unique Processes

Skill, Professional

Providing unique high value to customers

Custom work appropriate to case

User chooses

course thru

fixed path

User can change

the path while

executing


State of the Art in Case Management

Developed originally for AIIM for their case management series.

Send request to:

[email protected] To receive a PDF

mailto:[email protected]


Examples


Workflow Management Coalition

• Standards • Books • Awards • Information


Three years running.

Real-life use cases.

Experience with ACM.

2014 awards submissions

expected in January.

http://AdaptiveCaseManagement.org/

Workflow Management Coalition


Norwegian Food Safety Authority

submitted by Computas AS

The Norwegian Food Safety Authority’s (NFSA) overall objective is to ensure safe

food and animal welfare. NFSA's area of responsibility comprises plant health,

food and fodder production and handling, water supply plants, cosmetics, animal

health and welfare for production animals and pets. Since 2009, about 1000 of

NFSA's knowledge workers (veterinarians, biologists, engineers, other

professionals) use MATS actively as a decision support system for the main bulk

of their professional work; to plan, conduct and register audits. The public

(farmers, restaurants, food production plants, food shops, fish exporters, plants

importers, butcheries, pet owners) use MATS to register, apply, and view their

own case information, resulting in 150 000 communications per year. Each

establishment or person, NFSA client, is viewed as a case, having a

corresponding work folder in MATS. Each case is followed by NFSA over a

possible time span of many years, subjected to both planned and event driven

control activities (inspection, audit, sampling and document control). MATS

provides focus on task support rather than workflow support.


Task Composition


Example of UI


Category: Legal and Courts

National Courts Administration of Norway

nominated by Computas AS

Olav Berg Aasen – Deputy Director General

Astrid Irene Eggen – Senior Advisor

Endre Helgesen Skjetne – Senior Advisor

.

Situation • Case handling and court management for all 1st and 2nd instance

courts

• High-quality uniform case handling in accordance with procedural law

• Improve service-level for parties / actors / public

• Improve efficiency and effectiveness of the Norwegian courts

• Improve integration with other judicial actors


LOVISA Case Study


Category: Construction and Big Projects

Directorate for the Construction of Facilities for Euro

2012 nominated by PayDox Business Software

Preparations for the 2012 UEFA

European Football Championship

«EURO-2012» required implementation

of large-scale projects in the construction

and renovation of stadiums.

Situation • Ukrainian State Enterprise «Directorate for the construction of facilities for

EURO 2012» was specifically established to manage construction of sports

facilities. This organization became the General Customer of the project

management system

• 272 users on 20 projects (stadiums or other construction projects).

• Dramatic reduction of the number of overdue assignments and documents

(from 80-100 per user to 10-15 per user)






Qualities To Look For In

Case Management

How this differs from workflow-style processes.


“No plan survives contact with the enemy.” - Helmuth von Moltke the Elder

“Planning is essential, plans are worthless.” - Dwight D. Eisenhower.


“Often there is ―lock in‖ or ―capture‖ of a certain project concept at an early stage, leaving analysis of alternatives weak or absent [from the plan]” - Bent Flyvbjerg, Survival of the Unfittest

The Planning Fallacy


Roger Martin

Dean of the

Rotman

School of

Management,

University of

Toronto

Eliminate sources of variation. Find the one

true way, and get everyone to master it. If

possible, automate those practices to

increase repeatability. Mastery requires

control of the situation.

Mastery without originality becomes rote. The

master who never tries to think in novel ways ...

will produce the same kind of resolution even if

the context demands something different.

Mastery without originality becomes a cul-de-sac.


Marcus Buckingham

Author of

“First, Break

all the Rules:

What the

World's

Greatest

Managers Do

Differently”

A manager should find the best expert on the

subject, and devise the most comprehensive

and detailed plan. Design once, execute

many times. Train people and measure them

against these consistent goals.

The true genius of a great manager is his or her

ability to individualize.

A great manager is one who understands how to

trip each person's trigger.

Your strongest life is built through a continuous

practice of designing moment by moment.


I don't know where we should take this company,

but I do know that if I start with the right people, and

engage them in vigorous debate, we will find a way

to make this company great.

Companies have to be very schizophrenic. On one

hand, they have to maintain continuity of strategy.

But they also have to be good at continuously

improving. -- Change brings Opportunities.

If a majority of the people on a team already know

each other, team can become stale & predictable.

It's often through the unexpected insights of new

colleagues that innovation is sparked.

Jim Collins

Michael E. Porter

Lynda Gratton


Innovation refers to the introduction of novel ideas or methods.



Medical Emergency

This patient has a

combination of

symptoms that

requires us to do

something that

has never been

tried before!


I’m sorry

Dr. House,

I can’t allow

you to do that.

It would make

the process

invalid.


Design Time

(Analyst)

Run Time

(User)

Routine Work

Expert

x1

Less Expert

x100 or x1000

Knowledge Work

Expert

x1

?

What does it mean to “assure the correctness” of the knowledge work process?


A knowledge worker is

“… someone who knows more about his or her job than anyone else in the organization.” - Peter F Drucker


Enforcement: Guardrails (on a road) prevent

deviation, but also prevent

anything not predicted.

Guidance: Guidelines (on a road) show people

where to go, but do not prevent

deviations if they are necessary.

Enforcement vs. Guidance



Knowledge Worker Autonomy

SIX major factors determine knowledge-worker productivity

Knowledge worker productivity demands that we ask the question: "What is the task?“

It demands that we impose the responsibility for their productivity on the individual knowledge workers themselves. Knowledge workers have to manage themselves. They have to have autonomy.

Continuing innovation has to be part of the work, the task, and the responsibility of knowledge workers.

Knowledge work requires continuous learning on the part of the knowledge worker, but equally continuous teaching on the part of the knowledge worker.

Productivity of the knowledge worker is not primarily a matter of the quantity of output. Quality is at least as important.

Finally, knowledge-worker productivity requires that the knowledge worker is both seen and treated as an "asset" rather than a "cost." It requires that knowledge workers want to work for the organization in preference to all other opportunities. -Peter Drucker, “Management Challenges for the 21st Century” (p142)


Created ahead of time by specialist crafted to automatically respond to many situations.

Created when needed, by the person doing the work. Manually adjusted for changing situations.

For Routine Work For Knowledge Work

Diagrams vs. Checklists


http://social-biz.org/2011/08/30/living-with-complexity/

In an unpredictable world, the best investments are those that minimize the importance of predictions. - Sargut & McGrath


Summary

Knowledge workers are important, and increasing

Organizations are antifragile, not like machines

Organizations need exercise, not protection

Spectrum of different types of process support

Examples from the ACM awards

Need to support innovation

Qualities of an ACM system

What has this to do with architect intuition?


The first principle is that you must not fool yourself -- and you are the easiest person to fool. ~ Richard Feynman


“Nature loves small error, humans don‖t — hence when you rely on human judgment you are at the mercy of a mental bias that disfavors antifragility.”

- Nassim Nicholas Taleb, Antifragile


”A military force has no constant formation, water has no constant shape: the ability to gain victory by changing and adapting according to the opponent is called genius”

- Sun Tzu, The Art of War


“The future is uncertain – but this uncertainty is at the very heart of human creativity” - Ilya Prigogine


Q & A

Adaptive Case Management is for Knowledge Workers with Unpredictable Process to Adapt & Innovate with Teams of Experts to Accomplish Goals.

Slides: http://www.slideshare.net/kswenson/edoc2013
