Business process management cases. Vol. 2, Digital transformation - strategy, processes and execution

Foreword
Preface
Contents
List of Contributors
Part I: Introduction
	Planning and Scoping Business Process Management with the BPM Billboard
		1 Introduction
		2 The Structure of the BPM Billboard
			2.1 Strategy
			2.2 Context
			2.3 Capabilities
			2.4 Projects and Programs
			2.5 Results
		3 Illustrating the BPM Billboard
			3.1 Strategy
			3.2 Context
			3.3 Capabilities
			3.4 Projects and Programs
			3.5 Results
		4 Using the BPM Billboard
		5 Outlook
		References
Part II: Cases on Process Technology and Automation
	Process Automation at Generali CEE Holding: A Journey to Digitalization
		1 Introduction
		2 Situation Faced
		3 Action Taken
		4 Results Achieved
		5 Lessons Learned
		References
	Sensor-Enabled Wearable Process Support in the Production Industry
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 Phase 1: Wearable Production Information Systems
			3.2 Phase 2: Sensor-Enabled Process Support
			3.3 Technology Stack and Implementation
			3.4 Roadblocks
		4 Results Achieved
		5 Lessons Learned
		References
	Enabling Financing in Agricultural Supply Chains Through Blockchain
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 Pilot 1: Payment Security for the Farmer (December 2016)
			3.2 Pilot 2: Extended Pilot with a First Buyer (July 2017)
			3.3 Pilot 3: Grain Commodity Financing with a Bank (December 2017)
		4 Results Achieved
			4.1 Production System Design
			4.2 Commercial Use
				4.2.1 Commercial Use Case 1: Cotton Financing
				4.2.2 Commercial Use Case 2: Real-Time Grain Financing
		5 Lessons Learned
			5.1 Technological Lessons Learned
				5.1.1 Making Blockchain Accessible Through a Digital Toolkit
				5.1.2 Confidentiality
				5.1.3 Separation of Concerns
			5.2 Market-Specific Lessons Learned
				5.2.1 Low Technical Capabilities
				5.2.2 Incent Good Behavior and Prohibit or Reveal Bad Behavior
				5.2.3 On-Chain Payments Are Still a Challenge
		References
	Digital Transformation of Global Accounting at Deutsche Bahn Group: The Case of the TIM BPM Suite
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 Actions Taken on the Process Level
			3.2 Actions Taken on the Process Task Level
			3.3 Workflow Application Rollout
			3.4 Process Performance Monitoring
			3.5 User Acceptance
		4 Results Achieved
		5 Lessons Learned
			5.1 Changing Habits: e-mail Inbox
			5.2 Establishing User Communication Platforms
			5.3 Conducting Surveys
			5.4 Setting up a Standardized Change Request Process
		References
	Tracking Energy Efficiency Performance at Clean Energy Solutions
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 Business Architecture Approach
			3.2 Managing the BIM Project
		4 Results Achieved
		5 Lessons Learned
		References
	Industry 4.0 Integration Assessment and Evolution at EVVA GmbH: Process-Driven Automation Through centurio.work
		1 Introduction
		2 Situation Faced
			2.1 BPMN-Based Automation
			2.2 Theoretical Framework
		3 Action Taken
			3.1 Evolution 1: Soft Integration
			3.2 Evolution 2: Process Modeling
			3.3 Evolution 3: Augmentation
			3.4 Evolution 4: Control
		4 Results Achieved
		5 Lessons Learned
		References
	Managing Agile Business Processes at N-DECT
		1 Introduction
		2 Situation Faced
		3 Action Taken
		4 Results Achieved
		5 Lessons Learned
		References
Part III: Cases on Process Analysis and Monitoring
	Analysis of the Customer Journey at the Pension Provider APG Using Self-Service and Data Hub Concepts
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 The Objective
			3.2 Setting Up a Multidisciplinary Team
			3.3 Data Collection
			3.4 The Data Core
			3.5 Identifying the Customer Journey: Exploration of Facts and Figures Through Self-Service
		4 Results Achieved
			4.1 Insights
			4.2 Improvements in Communication and in the Customer´s Retirement Journey
			4.3 Self-Service Introduction to the Business
			4.4 A Vision of Process Mining in APG
			4.5 Follow-Up Data Science Analysis
		5 Lessons Learned
			5.1 Self-Service Is Not One-Size-Fits-All
			5.2 Data Core Requires Attention to Detail
		6 Conclusion
		References
	Enabling Process Mining in Airbus Manufacturing
		1 Introduction
		2 Situation Faced
			2.1 Challenging Scenario
			2.2 Problems to Be Faced
		3 Action Taken
			3.1 Understanding the Data
			3.2 Example of Event Log Extraction
		4 Results Achieved
			4.1 Extraction of Event Logs
			4.2 Analysis of the Extracted Event Logs
			4.3 Effects of Actions Taken
			4.4 Tool and Technical Details
		5 Lessons Learned
		References
	Improving the Arthrosis Care Process at Maastricht UMC+: Unraveling Complex and Noncomplex Cases by Data and Process Mining
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 Advanced Data Preparation
			3.2 Advanced Clustering of Traces
			3.3 Visualizations and Analyses of Subprocesses
		4 Results
			4.1 Results Regarding Advanced Data Preparation
			4.2 Results Regarding Advanced Clustering
			4.3 Results Regarding Visualization
			4.4 Improvement Opportunities
		5 Lessons Learned
		References
	Ensemble Deep Learning for Proactive Terminal Process Management at the Port of Duisburg ``duisport´´
		1 Introduction
		2 Situation Faced
		3 Action Taken
		4 Results Achieved
		5 Lessons Learned
		6 Summary
		References
	Accurate Predictions, Invalid Recommendations: Lessons Learned at the Dutch Social Security Institute UWV
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 Building the Predictor Module
			3.2 Collecting and Selecting the Interventions
			3.3 Setting Up and Executing the Field Experiment
		4 Results Achieved
			4.1 The Intervention Did Not Have a Preventive Effect
			4.2 The Predicted Risk Was Reasonably Accurate
		5 Lessons Learned
			5.1 Why Did the Intervention Fail to Work?
			5.2 What Should Be Done Differently Next Time?
			5.3 Conclusion
		References
	Realizing the Benefits of Process Improvement: The Case of Queensland University of Technology
		1 Introduction
		2 Situation Faced
			2.1 Introducing the Case Context
			2.2 The Commencing Status
		3 Action Taken
		4 Results Achieved
		5 Lessons Learned
		References
Part IV: Cases on Governance and Strategic Alignment
	Successful BPM Governance: Insights from Commonwealth Bank of Australia
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 BPM Governance Within the Specialist BPM Team
			3.2 BPM Governance at the Organizational Level
				3.2.1 Governing the Processes
				3.2.2 Governing the Process-Centric Taxonomy
				3.2.3 Governing Process-Centric Change
		4 Results Achieved
		5 Lessons Learned
		References
	On the Role of BPM Governance at ``System Group´´. The BPM Journey of an Iranian Software Solution Provider
		1 Introduction
		2 Situation Faced
		3 Action Taken
		4 Results Achieved
			4.1 Documentation of End-to-End Processes
			4.2 Process Priority
			4.3 Process Improvement Results
		5 Lessons Learned
			5.1 Methods
			5.2 Strategy
			5.3 Culture and People
			5.4 IT
			5.5 Governance
		References
	Making Processes Patient-Centric: Process Standardization and Automation in the Healthcare Sector at Hirslanden AG
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 Managing Change Through the Transformation Program
			3.2 Process Mining
		4 Results Achieved
		5 Lessons Learned
		References
	BPM Adoption at the Industrial Services Provider Bilfinger
		1 Introduction
		2 Situation Faced
		3 Action Taken
		4 Results Achieved
		5 Lessons Learned
		References
	Adoption of Globally Unified Process Standards: The Case of the Production Company Marabu
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 Commitment from the Top Management and the Workforce
			3.2 Software Selection
			3.3 Definition of System Properties
			3.4 Rapid Adoption of Globally Unified Process Standards
			3.5 Continuous Improvement
		4 Results Achieved
		5 Lessons Learned
		References
	A Processes Reference Framework for the Creative and Cultural Industries. The Case of the Puglia Creativa Cluster
		1 Introduction
		2 Situation Faced
			2.1 CCIs´ Far from Process-Oriented Culture
			2.2 The Industry Case
		3 Action Taken
		4 Results Achieved
			4.1 Creating a Business Process Model for CCIs
		5 Lessons Learned
		References
	Exploring BPM Adoption and Assessing the Strategic Alignment of Processes at Raiffeisen Bank Kosovo
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 Literature Review
			3.2 Case Study
		4 Results Achieved
			4.1 The Role of BPM at RBKO
			4.2 Alignment Between BPM and Organization Strategy
				4.2.1 How Successful Is RBKO in Addressing the Key Factors?
			4.3 Answers to the Research Questions
		5 Lessons Learned
		References
	Developing Business Process Architecture at Poland´s Ministry of Finance. An Uneasy Journey Toward BPM
		1 Introduction
		2 Situation Faced
		3 Action Taken
			3.1 First Approach to Adopting BPM: 2011-2013
				3.1.1 Results Achieved in the First Approach
				3.1.2 Main Obstacles in the First Approach
			3.2 Second Approach to Adopting BPM: 2013-2015
				3.2.1 Results Achieved in the Second Approach
				3.2.2 Main Obstacles in the Second Approach
			3.3 Third Approach to Adopting BPM: 2016-2017
				3.3.1 Results Achieved in the Third Approach
				3.3.2 Main Obstacles in the Third Approach
			3.4 Fourth Approach to Adopting BPM: 2017-2019
				3.4.1 Results Achieved in the Fourth Approach
				3.4.2 Main Obstacles in the Fourth Approach
			3.5 Fifth Approach to Adopting BPM: 2019-2020
				3.5.1 Results Achieved in the Fifth Approach
				3.5.2 Main Obstacles in the Fifth Approach
		4 Results Achieved
		5 Lessons learned
			5.1 Lessons Learned with Regard to the Development of Architecture
			5.2 Lessons Learned with Regard to the BPM Critical Success Factors in the Public Sector
			5.3 Lessons Learned with Regard to the Barriers and Restrictions Associated with BPM Adoption in Public Sector Institutions
			5.4 Concluding Remark
		References
	Integrating Hoshin Kanri into Business Process Management: A Holistic Approach at Siemens Electronic Works Amberg
		1 Introduction
		2 Situation Faced
			2.1 Hoshin Kanri
			2.2 Management Review
		3 Action Taken
			3.1 Initial Setup
			3.2 Annual Setup
			3.3 Evaluation Process
		4 Results Achieved
		5 Lessons Learned
		References