BPMN BPSim Presentations Simulation

WinterSim 2017 Case Study – Lloyd Dugan

Description

WinterSim 2017 Case Study prepared and presented by Lloyd Dugan on process optimization for knowledge workers

Transcript

Process Optimization
Helping the Knowledge Worker and Consumer
Presented By Lloyd Dugan of LAB Derivations
Integration Architect for Serco, Inc.
Wednesday – December 14, 2016
Industrial Case Studies – Financial/Government/Healthcare: Sander Vermeulen, Simul8
Introduction and
Background
• Serco, Inc. (http://www.serco-na.com/about):
– Is the Americas division of Serco Group, plc, one of the world’s leading and most admired service
companies
– Serves Federal, state and local governments, along with the Canadian government and commercial
customers
– Provides robust and comprehensive business process outsourcing (BPO) services to help customers deliver
vital services
– Has over 50 years’ experience, with 100,000 people in 35 countries across the world, and over 10,000 in
the Americas
• Center for Medicare & Medicaid Services – Eligibility Support (CMS-ES)
Contract for supporting implementation of the Affordable Care Act (ACA)
– Failed launch of healthcare.gov and supporting infrastructure opened up opportunity to fill a void as BPO
capabilities and services
– Serco, Inc created these capabilities and services quickly and successfully, using Microsoft technologies
and Appian BPMS/app dev platform
– Support includes both coverage eligibility and exemptions eligibility, supported by mailroom, imaging
bureau, call centers, and nearly 2K eligibility support workers (ESWs)
• Use of BPMN Modeling and Simulation:
– Model business processes for determining coverage eligibility and exemption hardship eligibility
– Align with pseudo-BPMN designs in business process management system (BPMS)
– Support modeling of “token-based” discrete event simulation (DES) of BPMN models or equivalent
– Refactor processes for more effective consumer outcomes, and optimize knowledge worker resource use
2
Ad Hoc
Doc
Repository
Imaged
Documents
Uploaded
Documents
Case Work
Calls
Application
Records
Doc
Repository
Applicant
“File”
Task
Records
Worker
Consumer
Document-
based
Task Work
Task
Generation
Mailed
Documents
Task Generation and
Working Context
3
4
Task Generation and
Working Context (cont’d.)
Complex and detailed
guidance explaining how
to do the work and the
business rules to apply
Complex process automated
with detailed user screens
that work largely imaged
document-based tasks
Reality of the Knowledge
Worker Workspace
BPMN and Simulation
• BPMN – Business Process Modeling Standard
– V2.0 from the Object Management Group (OMG) in 2011
• http://www.bpmn.org/ or http://www.omg.org/bpmn/
– Widespread adoption among process modelers/business analysts and varying degrees
of adoption by business process management system (BPMS) vendors
– Referenced elsewhere in WinterSim 2016 proceedings
• Standards for Supporting Simulations of Smart Manufacturing Systems by Kevin Lyons, Conrad Bock,
Goudong Shao, and Ronay Ak
• Simulating Business Processes
– Traditional modeling and simulation (M&S) typically constructs custom models as part of
experiment design, but this represents more effort and skill than is generally available
– Simulation is a native feature of many modeling tools, but the simulation semantics are
not necessarily aligned with BPMN semantics, creating problems with model fidelity
• BPSim – Business Process Simulation Standard
– V1.1 (out) and V2.0 (out soon) from the Workflow Management Coalition (WfMC)
• http://www.bpsim.org/ and http://wfmc.org/
– BPSim semantics are rigorously aligned with BPMN semantics, allowing the BPMN
model to be reused without reprogramming the construct (change parameters instead)
– Referenced along with BPMN elsewhere in WinterSim 2016 proceedings
• Process Modeling for Simulation: Observations and Open Issues by Gerd Wagner, Mamadou Seck,
and Frederick McKenszie 5
6
BPMN Primer
Unspecified Event Type
(“None”)
Start
Events
Intermediate Events
In-line or
Activity
Interrupting
Activity
Non-
Interrupting
In-line
End
Events
Message Event Type
(point-to-point)
Timer Event Type
(datetime, duration, cycle)
Signal Event Type
(broadcast/subscribe)
Conditional Event Type
(condition satisfied)
Catching Events (reactive) Throwing Events (active)
Catching Events have no duration,
but do have parameterized triggers
Throwing Events have
no parameterization
7
BPMN Primer (cont’d.)
Collapsed Sub-process
(detail hidden)
Activity
Types
User Task
(user screen)
Manual Task
(non-automated)
Activities have parameterized
duration and may have parameterized
resources assigned to them
Data
Object
Data
Store
Sequence Flow
(flow order from source to target)
Message Flow
(message from source to target)
Data Flow
(data from source to target)
Annotation
(text)
Sequence Flows may have
parameterized likelihood or
chance of being traversed
XOR Gateway
(exclusive outbound flows)
Expanded Event Sub-process
(is triggered by an event and
affects parent process scope)
8
BPMN Models of Eligibility
Processing – Case Management
Multiple “contiguous processes” collectively amount to an end-to-
end “continuous process” in a state machine-like configuration
Individual processes performed by knowledge worker interpreting
and applying complex business rules and decision logic
9
BPMN Model of Eligibility
Processing – End-to-End (E2E)
SEE
DEMO
10
Alt Simulation of Coverage
Application Processing
40% 60% split
Routing splits:
Application not found: 16%
Resolve DMI: 20%
Expire DMI: 53%
Rework: 5%
Escalation: 6%
68% 32% split
68% 32% split
85% 15% split
Built-in delayBuilt-in delay
Built-in delay
Duration in
minutes
Duration in
minutes
Duration in
minutes
Input: volume per week
for active period
11
Simulation Model of Call
Center Work – Call Handling
11
BPMN Model of Call Center
Work – Call Handling
12
Model can be simulated to determine number of lines and
knowledge workers needed to meet service level
agreements for call handling and abandonment
Longer a call waits
to be taken, the
increasing more
chance it has to
be abandoned
60% of
the time
40% of
the time
13
BPMN Model of Call Center
Work – Work Assignment
Here is what has largely informed me. It is taken from a chapter in the seminal BPMN 2.0 Handbook
(https://books.google.com/books?id=9U3DO5PoTDQC&pg=PA105&lpg=PA105&dq=BPMN+model+of+call+center+operations&source=bl&ots=TU
0vL2wod6&sig=wQdHDGJdg1DNvn-yFlBG9P-kQpc&hl=en&sa=X&ved=0ahUKEwj06u7Zj-
TNAhWBViYKHSX8DlAQ6AEIeTAK#v=onepage&q=BPMN%20model%20of%20call%20center%20operations&f=false, but you have to scroll down).
Replace Task-based prioritization of work with a near-real
time assignment of work based on more timely readings of
the workload mix of Task Types and need to meet QoS
levels that adapts to changing workload situations
{Error End Event}
Assignment of tasks to be
worked is a decision service
that directs work to the call
center knowledge workers,
which incorporates a
workload distribution-based
draw of task types
BPMN Model of Call Center
Work – Work Assignment (cont’d.)
14
Solving Workload Distribution-based Task Prioritization is a Linear
Programming Problem that Simulation can help to solve:
• Objective Function for Optimizing Workload Distribution = G
• Total Set of Worker-Hours in a Period = D
• Global Optimum for G = V
• G = f(task data, QoS requirements, and workload priorities) ,
s.t. Σ(durations for all work done/to be done) <= D
• V = max(G)
Acknowledgements and
Contact Information
• BPMN Tooling
– Denis Gagne and Simon Ringuette from Trisotech, Inc. for the BPMN Modeler tool and embedded
simulation engine from Lanner, Inc., L-Sim
– Geoff Hook and Jeremy Horgan from Lanner, Inc. for assistance in parameterizing the models correctly
– The BPSim community for keeping the faith for simulation of BPMN models and working towards the
imminent release of BPSim v2.0
• Serco Staff
– Lelisha Poudyal and Ali Askari from Serco, Inc. for the Simul8-related work and material, respectively
– Nathaniel Palmer from Serco, Inc. for long-standing support of business process simulation in general
and in BPMN in particular
• WinterSim 2016
– Matt Hobson-Rohrer from Diamond Head Associates, Inc. for chairing the track
– Sander Vermeulen from Simul8, Inc. for chairing the day
• My Contact Info
– Work for Serco, Inc.: lloyd.dugan@serco-na.com
– LAB Derivations for BPMN/CMMN/DMN modeling and process simulation work and training :
ldugan.bpmn4sca@gmail.com
– Thought leadership in Business Process Management at BPM.com: lloyd@bpm.com
– LinkedIn Profile: https://www.linkedin.com/in/lloyd-dugan-1b3688
• BPSim Paper
– Exploring Different Simulation Perspectives using Parameterized Reusable Business Process Models by
Lloyd Dugan and Denis Gagne (also referenced in the abstract for the case study) 15
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Questions and Answers

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