Contributed on September 5, 2012

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Towards a System Support of Collaborative Knowledge Work

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My presentation at the 1st Int’l Workshop on Adaptive Case Management during the BPM 2012

Transcript

Towards a System Support of Collaborative Knowledge WorkPresentation at 1st Int’l. Workshop on Adaptive Case Management, BPM’12, Tallinn, Estonia.Nicolas Mundbrod, Jens Kolb & Manfred Reichert, Institute of Databases and Information Systems (DBIS), Ulm University Nicolas Mundbrod, nicolas.mundbrod@uni-ulm.deInstitute of Databases and Information Systems (DBIS)http://www.uni-ulm.de/dbis© All rights reserved. Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Agenda1. Problems and objectives2. Fundamentals3. Use cases i. Characteristics ii. Dimensions4. Lifecycle5. Conclusion and OutlookSeptember 3, 2012 Nicolas Mundbrod 3 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Status quo• Routine work can be increasingly supported by information technology• Companies outsource many standard processes to low-wage countries• Globally competitive pressure concurrently requests: • Constant and more rapid innovation • Interdisciplinary research and development • More individual services and products of a high quality • Compliance to complex legal, financial and social norms • …September 3, 2012 Nicolas Mundbrod 4 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Structural transformation• In highly developed countries, companies crucially depend on knowledge-intensive jobs performed by highly skilled workers• Meta-sectoral structural transformation is taking placeSeptember 3, 2012 Nicolas Mundbrod 5 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Problems• Only sparse research about knowledge work/workers yet• Well known problems knowledge workers face today: • Massive information overload • Distribution of information and a lack of contextual relation • Various information systems without problem-related interconnections • Missing accessible/usable experiential knowledge • Missing integrated and sustainable storage of gained experiences • …September 3, 2012 Nicolas Mundbrod 6 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012 Provoking question: Why is there still no system support for collaborative knowledge work?September 3, 2012 Nicolas Mundbrod 7 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Objectives I. Clarifying the terms around knowledge work II. Initial validation of the theoretical foundation with use cases III. Establishing characteristics and dimensions of collaborative knowledge work to gain first insights on requirements IV. Creation of a collaborative knowledge work lifecycle to establish a basis for a systematic, adaptive and sustainable supportSeptember 3, 2012 Nicolas Mundbrod 8 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Agenda1. Problems and objectives2. Fundamentals3. Use cases i. Characteristics ii. Dimensions4. Lifecycle5. Conclusion and OutlookSeptember 3, 2012 Nicolas Mundbrod 9 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Knowledge work• Knowledge work is comprised of • objectifying, intellectual activities, • addressing novel and complex processes and work results, • which require external means of control and a dual field of action.• Main difference to intellectual work: • Novelty • ComplexitySeptember 3, 2012 Nicolas Mundbrod 12 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Knowledge work process• Result of complexity/dynamics: knowledge work cannot be described by an undirectional cause & effect principle Knowledge work processes cannot be specified in detail a priori• Instead constant adaptions are needed:September 3, 2012 Nicolas Mundbrod 13 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Knowledge workers• Knowledge workers… • have high degrees of expertise, education, or experience, and the primary purpose of their jobs involves the process and the accomplishment of knowledge work. • professions are, e.g., Manager Lawyer Doctor Investigator Composer Consultant Analyst Researcher Software Developer Designer AuditorSeptember 3, 2012 Nicolas Mundbrod 14 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Collaborative knowledge work• Knowledge workers usually attach importance on individual autonomy.• But complex and dynamic situations virtually coerce knowledge workers to collaborate• Objective I: Collaborative knowledge work (CKW) is knowledge work jointly performed by two or more knowledge workers in order to achieve a common goal.September 3, 2012 Nicolas Mundbrod 15 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Agenda1. Problems and objectives2. Fundamentals3. Use cases i. Characteristics ii. Dimensions4. Lifecycle5. Conclusion and OutlookSeptember 3, 2012 Nicolas Mundbrod 16 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Use cases• Objective II: Different, representative cases were studied to examine typical characteristics and dimensions of CKW. • UC1: Mechatronic development project (automotive environment) • UC2: Investigations into offenses (public authorities) • UC3: Individual service request (financial environment)• Related cases: • UC1: Research projects, design projects, consulting projects, … • UC2: Investigative work of attorneys, judges, auditors, controllers, … • UC3: Exceptional requests/cases like claims, product change requests, …September 3, 2012 Nicolas Mundbrod 17 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Agenda1. Problems and objectives2. Fundamentals3. Use cases: i. Characteristics ii. Dimensions4. Lifecycle5. Conclusion and OutlookSeptember 3, 2012 Nicolas Mundbrod 18 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012 Objective III:Characteristics of CKW C1: Uncertainty – Influencing factors – characteristic per definition C2: Goal Orientation – Integrative factor of CKW – Goals resp. subgoals/milestones C3: Emergence of work – Continuous planning & performance of actions – Proximity of time C4: Growing knowledge base – Common information base – Individual knowledge growthSeptember 3, 2012 Nicolas Mundbrod 19 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Agenda1. Problems and objectives2. Fundamentals3. Use cases i. Characteristics ii. Dimensions4. Lifecycle5. Conclusion and OutlookSeptember 3, 2012 Nicolas Mundbrod 20 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Dimensions of CKW• Naturally, a lof of dimensions can be used to distinguish CKW• Objective III: We identified nine dimensions we regard as „important“: D1: Knowledge action types D6: Number of involved knowledge workers D2: Usage of methodologies D7: Rigidity of temporal constraints D3: Degree of interdisciplinarity D8: Degree of information interdependencies D4: Organizational frames D9: Number of repetitions D5: Degree of spatial proximitySeptember 3, 2012 Nicolas Mundbrod 21 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Dimensions D1 – D3• D1: Knowledge Action Types – Differentiate CKW by the predominant way knowledge workers deal with knowledge/information – Possible „values“: acquisition, application, dissemination, …• D2: Methodology – Knowledge workers‘ adherence to a common methodology – Possible „values“: explicit vs. tacit methodology, no methodology• D3: Interdisciplinarity – Knowledge workers‘ belonging to one or several domains – Range: from domain-specific to interdisciplinary CKWSeptember 3, 2012 Nicolas Mundbrod 22 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Dimensions D4 – D6• D4: Organizational Frame – CKW can be distinguished by the surrounding organizational frame – Possible „values“: project, case, spontaneous collaboration (no frame)• D5: Spatial Proximity – Differentiation of CKW by knowledge workers‘ physical closeness – Range: from very direct to remote collaboration• D6: Involved Knowledge workers – CKW’s complexity is a driver for the headcount – Range: from two to countless knowledge workersSeptember 3, 2012 Nicolas Mundbrod 23 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Dimensions D7 – D9• D7: Temporal Constraints – Time constraints may also distinguish CKW scenarios – Possible „values“, e.g.: fixed vs relative deadlines• D8: Information Interdependency – Complexity and importance of information interdependencies – Range, e.g.: from no focus to main focus on interdependencies• D9: Number of repetitions – Number of repetitive occurrences of related CKW scenarios (same goal) – Range: from unique to frequent business casesSeptember 3, 2012 Nicolas Mundbrod 24 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Agenda1. Problems and objectives2. Fundamentals3. Use cases i. Characteristics ii. Dimensions4. Lifecycle5. Conclusion and OutlookSeptember 3, 2012 Nicolas Mundbrod 25 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012CKW Lifecycle• Objective IV: Lifecycle support to sustainably foster collaboration between knowledge workers• So a CKW lifecycle was created based on knowledge work/ management principles and the BPM lifecycle:September 3, 2012 Nicolas Mundbrod 26 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012CKW LifecycleSeptember 3, 2012 Nicolas Mundbrod 27 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Agenda1. Problems and objectives2. Fundamentals3. Use cases i. Characteristics ii. Dimensions4. Lifecycle5. Conclusion and OutlookSeptember 3, 2012 Nicolas Mundbrod 28 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012 Conclusion• The support of collaborative knowledge work is a true challenge!• Provided contribution may be used as a foundation as well as a vision to gradually extend and interconnect concepts and technologies• A broad range of available technologies already targeting single aspects, but the their interplay towards a utilizable support needs way more research – How to define collaboration templates? – How to cope with the massive support requirements? – How to deal with privacy issues? (leveraging records) – … September 3, 2012 Nicolas Mundbrod 29 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012 Thank you for your kind attention! Please feel free to ask your questions and give remarks!September 3, 2012 Nicolas Mundbrod 30 Towards a System Support of Collaborative Knowledge Work | ACM Workshop 2012Die Uni-Farben im Überblick Farbwert Blau sRGB 100%: 125-154-170, Prozentwerte von 100%-10% in 10er-Schritten Farbwert Beige sRGB 100%: 169-162-141, Prozentwerte von 100%-10% in 10er-Schritten Mathe/Wirtschaftswissenschaften sRGB 100%: 86-170-28, Prozentwerte von 100%-10% in 10er-Schritten Ingenieurwissenschaften/Informatik sRGB 100%: 163-38-56, Prozentwerte von 100%-10% in 10er-Schritten Naturwissenschaften sRGB 100%: 189-96-5, Prozentwerte von 100%-10% in 10er-Schritten Medizin sRGB 100%: 38-84-124, Prozentwerte von 100%-10% in 10er-SchrittenSeptember 3, 2012 Nicolas Mundbrod 31