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Research about the relationship between Lean Office and BPM Case Management.
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Lean principles in Case Management
Master thesis / Information Science
Bjorn Visser
October 07, 2009
Agenda
1. Introduction
2. Method
3. Conclusion
1. Introduction: Research question
How could BPM Case Management principles be applied to support
knowledge workers in the Lean Office, and how can BPM Case
Management solution be improved by leveraging Lean principles?
1. Introduction: First positioning
People
ProcessTechnology
BPM
Lean
1. Introduction: Basic framework
c) Way of working
b) Way of modellinge) Way o
f learnin
g
d) W
ay of co
ntro
lling
a) Way of thinking
f) Way of supporting
Way of describing
Way of conceiving
Seligmann et al, 1989
Agenda
1. Introduction
2. Method
3. Conclusion
Agenda
1. Introduction
2. Method
A. Lean Office principles
B. BPM Case Management principles
C. Synergy / Support
D. Improve
3. Conclusion
2. Method: Lean Manufacturing
• Craft production
• Mass production
• Lean production:
• Elimination of waste
• Maximize flow
Craft Lean
MassCu
sto
mis
atio
n
Volume
2. Method: Lean Office 1/4
• Lean Office:
• Work can be done simultaneously
• Activity times are relatively variable and complex to manage
2. Method: Lean Office 2/4
Patton & Donnellan, 2008
2. Method: Lean Office 3/4
2. Method: Lean Office 4/4
b) Way of working
c) Way of modelling
e) Way of learning
d) Way of controlling
a) Way of thinking
f) Way of supporting
Way of describing
Way of conceiving
1
1
1
2
2
3 4
6 7 9 10
5 6 8 9 10 11 15 17
4
11 15 18
8 12 13
16 17 18
11 13 14
16 18
Agenda
1. Introduction
2. Method
A. Lean Office principles
B. BPM Case Management principles
C. Synergy / Support
D. Improve
3. Conclusion
2. Method: Business Process Management (BPM)
• Total Quality Management (TQM)
• Business Process Re-engineering (BPR)
• Business Process Management (BPM)
• Continuity and flexibility
2. Method: BPM Case Management 1/4
• Unpredictable path
• Knowledge intensive
• Collaborative
2. Method: BPM Case Management 2/4
2. Method: BPM Case Management 3/4
2. Method: BPM Case Management 4/4
b) Way of working
c) Way of modelling
e) Way of learning
d) Way of controlling
a) Way of thinking
f) Way of supporting
Way of describing
Way of conceiving
F
F
A
I M N
C D
J
E F G
E F G
H J K
E F N
A B
J
F
F
L M
J K LH I M
Agenda
1. Introduction
2. Method
A. Lean Office principles
B. BPM Case Management principles
C. Synergy / Support
D. Improve
3. Conclusion
2. Method: Synergy 1/2
b) Way of working
c) Way of modelling
e) Way of learning
d) Way of controlling
a) Way of thinking
f) Way of supporting
Way of describing
Way of conceiving
1
1
1
2
2
3 4
6 7 9 10
5 6 8 9 10 11 15 17
4
11 15 18
8 12 13
16 17 18
11 13 14
16 18
F
F
A
I M
N
C D
J
E F G
E F G
H J K
E
F N
A B
J
F
FL M
J K LH I M
2. Method: Synergy 2/2
Thinking
Describing
Conceiving
Working
Controlling
Learning
Supporting
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Lean Office
BPM Case Man-agement
Thinking
Describing
Conceiving
WorkingControlling
Learning
Supporting
0%
20%
40%
Lean Office
BPM Case Man-agement
2. Method: Synergy clusters
2. Method: Synergy cluster selection
IV Optimized Flow & Pull
Systems
2. Method: Synergy of Optimized Flow & Pull systems
• Business benefits:
Reduce lead-time
Increase capacity
Established by
Workload balancing• Produce faster by reducing work in progress time.
• Producing more with the same workforce.
• Producing the same and free up resource capacity to let knowledge workers
participate in other processes, such as continuous improvement projects.
Waste elimination• Eliminating problems (bottlenecks) faster by making them visible.
• Twelve best practices
2. Method: Case study (Calamity)
• Calamity:
• Permanent staff: 200 employees
• Summer months ultra busy
• World-wide coverage
• Assistance and service around the clock
• Twelve best practices
• Five best practices covered by Calamity.
• Case information should be stored in the case itself
• Production should be triggered by downstream
• One best practice to improve Calamity with current solution
• The case flow should be continuously monitored.
• Six best practices in which ways Cordys can improve its product
• The customer demand should be leveled to protect a balanced flow.
• Lean designer should be supported by an online interactive
simulation capability
Agenda
1. Introduction
2. Method
A. Lean Office principles
B. BPM Case Management principles
C. Synergy / Support
D. Improve
3. Conclusion
2. Method: Best practice
• Lean designer should be supported by an online interactive simulation
capability
De Man, 2009
2. Method: Best practice
Agenda
1. Introduction
2. Method
A. Lean Office principles
B. BPM Case Management principles
C. Synergy / Support
D. Improve
3. Conclusion
3. Conclusion
• Research question:
How could BPM Case Management principles be applied to support
knowledge workers in the Lean Office, and how can BPM Case
Management solution be improved by leveraging Lean principles?
• Further research
• Investigating of other clusters
• Business Process Lean Management (BPLM)
Thanks
Questions