CIS 465 - The WCA FrameworkPage 1 Working with the Work-Centered Analysis Framework.

CIS 465 - The WCA Framework

Working with the Work-Centered

AnalysisFramework


Elements of the Work-Centered Analysis (WCA) Framework:

The internal or external customers of the business process

The products (or services) generated by the business process.

The steps in the business process.

The participants in the business process.

The information the business process uses or creates.

The technology the business process uses.


CUSTOMERS

PRODUCTS

BUSINESS PROCESS

PARTICIPANTS INFORMATION TECHNOLOGY

WCA Framework


The WCA Framework

The WCA framework implies that although people sometimes speak of computers as systems, the system business professionals should focus on is the system performing the work.

The system performing the work is much broader than the technology. It includes the business processes, the participants, any information used, and any technology used.

The links are two-way, implying that the elements should be in balance. Also, changes in one place may result in changes in other elements.


WCA Elements

WCAElements


Applying the WCA

Automated Teller Machines Wal-Mart Point of Sale Amazon.com


Citibank ATM’s

ATM = Automated Teller Machine.

Depositors perform common transactions at their convenience.

Citibank implemented 500 machines in the New York metro area in the late 1970’s - “The Citi Never Sleeps”.

Citibank Market share went from 4.5 % to 13 % from 1978 to 1987.

Competition built NYCE.


CitibankATMs


Walmart POS

Walmart is world’s largest and most profitable retailer.

Walmart culture built on obtaining the most current information about what customers want.

Walmart invetsted $600 million over 5 years in IT. POS (Point of Sale) system avoids overstocking by learning what sells slowly.

WalmartPOS


Amazon.Com


Amazon.com: On-line Commerce

Innovations in information technology and telecommunications have led to radical changes in business processes.

What has Amazon.com demonstrated?

How does Amazon.com provide value for customers?

Will on-line bookstores ultimately have a negative effect on city life by wiping out most smaller local bookstores other than those in niche locations such as vacation areas

What are the elements of the WCA Framework?


Amazon.com - A New Way to Shop

for Books



for Books

CUSTOMER

Person who purchases books

Wholesalers that supply the books

Amazon.com’s shipping department



for Books

PRODUCT

Information about books that might be purchased

Information describing each book order

Books that are eventually delivered



for BooksBUSINESS PROCESS

Major Steps:

•Purchaser logs on to www.amazon.com

•Purchaser identifies desired book or gives search criteria

•Purchaser looks at book-related information and decides what to order

•Purchaser enters order

•Amazon.com orders book from wholesaler

•Wholesaler sends book to Amazon.com

•Shipping department packages order and sends it to the purchaser

Rationale:

Instead of forcing book buyers to go to typical bookstores, permit them to use online access from home or from work.



for Books

PARTICIPANTS

People interested in purchasing books

Order fulfillment department of wholesaler

Shipping department of Amazon.com

INFORMATION

Orders for books

Price and other information about each book

TECHNOLOGY

Personal computer used by purchaser

Computers and networks used by Amazon.com for order processing


Competition in the College Bookstore Market

http://booksmart.stanford.edu

Competition in the College Bookstore Market

http://www.vivasmart.com/scripts/textbooks

CIS 465 - The WCA FrameworkPage 1 Working with the Work-Centered Analysis Framework.

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