9 th european conference on cognitive science approaches to process control cognition and...
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9 th European Conference on Cognitive Science Approaches to Process Control Cognition and Collaboration - Distributed Cognition in Complex Processes. External Disturbance X(s). CSAPC '03 H(s). Control G(s). +. Johan F. Hoorn, 2003. RE for Groupware to Manage Business Process Dynamics - PowerPoint PPT PresentationTRANSCRIPT
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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)
+
2
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Process control systems become outdated even before release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
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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
14
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?