Process-Aware Task Management Support for Knowledge-Intensive Business Processes: Findings, Challenges, Requirements

Ulm University

Presentation at the 3rd Int'l Workshop on Adaptive Case Management and other non-workflow approaches to BPM (AdaptiveCM'14) in the scope of EDOC'14;

Nicolas Mundbrod, Ulm, Germany, September 01, 2014, 12:00 pm

The operational support of knowledge-intensive business processes constitutes a big challenge. In particular, this process type is characterized as non-predictable, emergent, goal- oriented, and knowledge-creating. Today, knowledge-intensive business processes are solely driven by professionals utilizing their skills and expertise whereas no support is provided by process- aware information systems. In particular, the management of knowledge-intensive tasks (i.e., defining, updating, distributing, enacting, monitoring and assessing of tasks) is still accomplished manually by the knowledge workers based on pen and paper with the well-known drawbacks. This work presents two case studies of knowledge-intensive business processes. Based on the insights gained from these studies, we derive the core challenges as well as the requirements for an process-aware information system supporting knowledge workers in the management of the tasks emerging in the context of knowledge-intensive business processes.

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