PRESENTATION: A Framework for the improvement of knowledge-intensive business processes(Presented to...

8/9/2019 PRESENTATION: A Framework for the improvement of knowledge-intensive business processes(Presented to the DSTO Land Operations Division, Adelaide)

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2006

A framework for theimprovement ofknowledge intensebusiness processesPeter Dalmaris

6/9/2006DSTO, Adelaide

Digitally signed by Peter DalmarisDN: cn=Peter Dalmaris, c=AU, o=FutureshockResearch, [email protected]: I am the author of this documentLocation: Sydney

Date: 2006.09.07 11:57:51 +10'00'


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What is the KBPI framework?

Knowledge-Based Process Improvement

Ontology

Methodology

Conclusions

Questions

Introduction

Epistemology

The KBPI framework is a tool for the improvement ofknowledge-intense business processes.

It is based on Karl Poppers evolutionary epistemology;this provides the theoretical foundations.

It uses a business process ontology; this provides alanguage for describing business processes.

It applies an improvement methodology; this provides

the practical steps of improvement.


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What is the KBPI framework?Knowledge-Based Process Improvement

Ontology

Methodology

Conclusions

Questions

Introduction

Epistemology


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How does it work? Targets knowledge-intense business

processes I.e. Loan approvement or R&D

processes

Analyses its current knowledge-relatedattributes

Identifies areas of possible improvement

Proposes a plan for improvingperformance by improving themanagement of process knowledge

Ontology

Methodology

Conclusions

Questions

Introduction

Epistemology


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What is a knowledge-intensebusiness process?

Ontology

Methodology

Conclusions

Questions

Introduction

Epistemol

ogy

Eppler, DMJ, Seifried, PM & Ropnack, A 1999, 'Improving Knowledge Intensive Processes through an Enterprise Knowledge Medium',

SIGCPR'99, ACM, New Orleans, USA, pp. 222-30

Process complexity:

High in process steps,involved agents,

interdependency,process dynamic.

Process intensity:

Strong in contingency,

decision scope, agentinnovation, half-life,agent impact, learning

time.


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Agenda: Discuss thecomponents of the KBPI

1.EPISTEMOLOGY

2.ONTOLOGY

3.METHODOLOGY


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Why involve epistemology?

What is knowledge? Where is knowledge?

How is knowledge created? What about data and information?

1: EPISTEMOLOGY

Ontology

Methodology

Conclusions

Questions

Introduction

Epistemology

One needs to understand knowledge before speaking about

knowledge.Epistemology is the branch of philosophy that studies

knowledge. It answers the basic questions:


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Understanding knowledge:what is it?

Justified true belief. (Goldman, Nonaka and Takeuchi)

Understanding based on experience. (James 1907)

Knowledge can be thought of as the body of

understandings, generalizations, and abstractions that wecarry with us on a permanent or semi-permanent basis andapply to interpret and manage the world around us ... wewill consider knowledge to be the collection of mental units

of all kinds that provides us with understanding and

insights. (Wiig 1998)

TOO ABSTRACT

TOO GENERAL

1: EPISTEMOLOGY

Ontology

Method

ology

Conclusions

Questions

Introduction

Epistemology


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2006

Understanding knowledge.What is it?

Knowledge is solutions to problems. Therefore:1. Enable POP in your Gmail account.2. Open Netscape Mail 7.x.3. Click 'Edit,' and select 'Mail &Newsgroups Account Settings...'4. Click 'Add Account...,' and click 'OK.'

Knowledge

Humidity:57%

Wind:NNW/14 km/hVisibility:9.00 kmDewpoint:14Barometer: UnknownSunrise:6:36Sunset17:40

Information

1 gctgtcagaa aacaataaca gcagtgagaa tgaacgcact taaataaaag ctcgtgtcta61 gagtctctcc ttttataggc ctttcatgca aataaagaat tcaaaatatc cagctctgat

121 tgggcaatgt gttagtgacg catacatgta aaatagcctt caccttattt cctttctaat181 tggttggctc gtcaaagaac aattttaacc aatcaaattg cgcctttcac aattctaccg241 atgactataa ctagcttctt attcctccat cgagcccatt ctttttcttt attcagtgga301 ttgttagttc ttctgctgtt aggaagccac tatgtctgga cgtggaaagc aaggcggcaa

Data

1: EPISTEMOLOGY

Ontology

Method

ology

Conclusions

Questions

Introduction

Epistemology

in all cases, knowledge, information and

data must be considered in context.


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Understanding knowledge.Where is it?

Popper proposed 3 ontological worlds of human experience:

1: EPISTEMOLOGY

Ontology

Method

ology

Conclusions

Questions

Introduction

Epistemology

WORLD 1: The world of materialobjects. Trees, chairs, our bodies belong

here.

WORLD 2: The world of mental states.Beliefs, dispositions, pleasure and

dislikes belong here.

WORLD 3: The world of books, words,statements and other such immaterial

human creations. Theories, arguments,symphonies and paintings belong here.

Immaterialbut

objective

Immaterialbut

subjective

Material


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Understanding knowledge.Where is it?

Diagram used with permission from Dr Joe Firestone, 2004 KMCI

Poppers 3ontological

worlds

1: EPISTEMOLOGY

Ontology

Method

ology

Conclusions

Questions

Introduction

Epistemology


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Understanding knowledge.How is it created?

Poppers tetradic schema

P: a problem propositionTT: a tentative theory (solution)

EE: error elimination (finding problemswith the P and the TT)

1: EPISTEMOLOGY

Ontology

Method

ology

Conclusions

Questions

Introduction

Epistemology


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Understanding knowledge. Noknowledge is perfectPoppers tetradic schema is based on the tradition of fallibilism.

Fallibilism: The idea that while universal knowledge claimscannot be confirmed or verified by empirical testing, they canbe falsified, but also not with certainty.Firestone, J., McElroy, M., 2003, Key Issues in the New Knowledge Management, page 228

Socrates: All I know is that I know nothing

Popper: There are no

authoritative sources

of knowledge, and nosource is particularly

reliable.

1: EPISTEMOLOGY

Ontology

Method

ology

Conclusions

Questions

Introduction

Epistemology


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2006

Understanding knowledge.Data and information.

Data

Information

KnowledgeTOO ABSTRACT

TOO GENERAL

1: EPISTEMOLOGY

Ontology

Method

ology

Conclusions

Questions

Introduction

Epistemology

Mentalaction

Physicalaction


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What is knowledgemanagement?Knowledge management is the managerial activity charged with

the responsibility of managing the organisational knowledge life-cycle in support of the organisations objectives and businessprocesses.

1: EPISTEMOLOGY

creates

supp

orts

triggers

Ontology

Method

ology

Conclusions

Questions

Introduction

Epistemology

Epistemol

ogy


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Epistemological assumptions

LEVEL 1: EPISTEMOLOGY

Most knowledge useful

to business processescan be objectified

Knowledge can

become separatedfrom its creator

Knowledge must be

challengedrelentlessly

Fallibilism

There is no perfectknowledge

Less emphasis onthe knower

More emphasis on the

knowledge objects (world 3)Of course, personal(world 2) knowledge arestill very important

Ontology

Method

ology

Conclusions

Questions

Introduction

Epistemo

logy

Epistemolog

y


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Discuss the components ofthe KBPI

1.EPISTEMOLOGY

2.ONTOLOGY

3.METHODOLOGY


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The business processontology. What is ontology?

2: ONTOLOGY

Introduction

Epistemo

logy

Epistemology

Method

ology

Conclusions

Questions

Ontology

Tom Gruber, http://www-ksl.stanford.edu/kst/what-is-an-ontology.html

An ontology defines the vocabulary with which queries andassertions are exchanged among agents.

Ontological commitments are agreements to use the

shared vocabulary in a coherent and consistent manner.

A commitment to a common ontology is a guarantee ofconsistency, but not completeness, with respect to queriesand assertions using the vocabulary defined in the ontology.

In Information Science, an ontology is the product of anattempt to formulate an exhaustive and rigorous conceptualschema about a domain.

http://en.wikipedia.org/wiki/Ontology_(computer_science)


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Difference betweentaxonomy and ontology.

2: ONTOLOGY

Introduction

Epistemo

logy

Epistemology

Method

ology

Conclusions

Questions

Ontology

Taxonomy is the science ofclassification or a classification

In Information Science, an ontology

is the product of an attempt toformulate an exhaustive and rigorous

conceptual schema about a domain.

http://en.wikipedia.org/wiki/Ontology_(computer_science)

http://en.wikipedia.org/wiki/Taxonomy


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The business processontology. Why ontology?

2: ONTOLOGY

1. An ontology provides a formal conceptual

schema/model of a given domain.2. We need a formal description of a business

process before we can do any work

3. We need a vocabulary and syntax before we cancommunicate.

Introduction

Epistemo

logy

Epistemology

Method

ology

Conclusions

Questions

Ontology

I needed a way to formally describe knowledge-intensebusiness processes.


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Business process ontology.Current revision.

2: ONTOLOGY

Introduction

Method

ology

Conclusions

Questions

Epistemo

logy

Epistemology

Ontology


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Definitions (partial)Knowledge object: A knowledge object is knowledge that has been

objectified and exists in world three. In organisations, such knowledgeobjects are strategic plans, product specifications, marketing ideas etc.

Knowledge Path: A Knowledge Path is concerned with the set of

functions and their sequence of execution that perform some

desired knowledge processing on a knowledge object. Thisknowledge processing may be an intermediate or a final deliverableof a knowledge-intensive business process.

Knowledge Transaction: Knowledge transactions refer to the

exchange of knowledge objects between actors within a businessprocess. The word 'actor' is used here in its broad sense to mean

humans or machines that can be receivers or transmitters of theknowledge objects. When a knowledge object is transferred fromone actor to another, a transaction occurs.

2: ONTOLOGY

Introduction

Method

ology

Conclusions

Questions

Epistemo

logy

Epistemology

Ontology


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Abstract classesUsed in support of the normal classes.

2: ONTOLOGY

Introduction

Epistemo

logy

Method

ology

Conclusions

Questions

Epistemo

logy

Epistemology

Ontology


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Discuss the components ofthe KBPI

1.EPISTEMOLOGY

2.ONTOLOGY

3.METHODOLOGY


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Why methodology?

3: METHODOLOGY

Introduction

Epistemo

logy

Ontology

Conclusions

Questions

Epistemo

logy

Epistemo

logy

Epistemology

Ontology

Methodology

I need a recipe of how to improve a business process.

This recipe should tell me how to:

1. Collect the data that describes the process2. Analyse the data

3. Produce the results

all in a systematic and disciplined way.


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The KBPI method

3: METHODOLOGY

Introduction

Epistemo

logy

Ontology

Conclusions

Questions

Epistemo

logy

Epistemo

logy

Epistemology

Ontology

Methodology


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Audit procedure

3: METHODOLOGY

Introduction

Epistemo

logy

Ontology

Conclusions

Questions

Epistemo

logy

Ontology

Epistemo

logy

Ontology

Epistemo

logy

Epistemo

logy

Epistemology

Ontology

Methodology

Audit


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Analysis: two levels

3: METHODOLOGY

Introduction

Epistemo

logy

Ontology

Conclusions

Questions

Epistemo

logy

Ontology

Epistemo

logy

Epistemo

logy

Epistemolo

gy

Ontology

Methodology


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Function level procedureF1

F4

F3

F2

PM KO

KT

KX

E

KX

F1: Find all knowledge intensive functions

F2: Designate performance descriptors.

F3: Determine current performance.F4: Determine desired performance.

For each Function class instance:

For each of Process member, Knowledge

Object, Knowledge Transformation andKnowledge Tool class instances :

KT: Define the Knowledge Tool instance.

KO: Define the Knowledge Object instance.

KX: Define the Knowledge Transformation instance.

PM: Define the Process Member instance. Determinetheir Critical Knowledge Success Factors.

For each of KT, KO, KX, PM, evaluate theircurrent status and the impact of theirperformance on the Function performance.

For each non-alignment:

E: Find the likely causes.

S: Design a possible solution.

3: METHODOLOGY

Epistemo

logy

Ontology

Conclusions

Questions

Epistemo

logy

Ontology

Epistemo

logy

Epistemo

logy

Epistemolo

gy

Ontology

Methodology


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Process level procedure

3: METHODOLOGY

Epistemo

logy

Ontology

Conclusions

Questions

Epistemo

logy

Ontology

Epistemo

logy

Epistemo

logy

Epistemolo

gy

Ontology

Methodology

KP1

KP

2

KT TR

E

KX

KP1: Find all Knowledge Paths

KP2: Designate performance descriptors.

KP3: Determine current performance.KP4: Determine desired performance.

For each Function class instance:

For each of Knowledge Transaction andKnowledge Tool class instances :

For each of KT, TR, evaluate their current statusand the impact of their performance on theKnowledge Path performance.

For each non-alignment:

KP3

KP4


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Tools used

3: METHODOLOGY

Epistemo

logy

Ontology

Conclusions

Questions

Epistemo

logy

Ontology

Epistemo

logy

Epistemo

logy

Epistemolo

gy

Ontology

Methodology

1. Protg, an open-source ontology editor

For capturing and organising theprocess audit data.

For enforcing the process ontology

2. MS Visio For visualising the process model

Uses standard BPML notationdeveloped by BPMI.org

For visualising some of the instancesof the business ontology


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Tools: Protg ontology editor

3: METHODOLOGY

Introduction

Epistemo

logy

Ontology

Conclusions

Questions

Epistemo

logy

Ontology

Epistemo

logy

Ontology

Epistemo

logy

Ontology

Epistemo

logy

Epistemo

logy

Epistemolo

gy

Ontology

Methodology


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Tools: Graphic modeller

3: METHODOLOGY

Introduction

Epistemology

Ontology

Conclusions

Questions

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Epistemology

Epistemolo

gy

Ontology

Methodology


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Concluding remark 1:Innovation

Innovation is in the application of anevolutionary epistemology.

I now have a better idea of what knowledgeis.

Innovation is in the use of an ontology inbusiness processes.

I can now describe knowledge-intensebusiness processes using a formal language

Introduction

Epistemology

Ontology

Metho

dology

Conclusions

Questions

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Epistemology

Epistemolo

gy

Ontology

Methodology


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Concluding remark 2:Business ontology

The business ontology will beimproved with time.

An improved business ontology will

allow for a more precise definition ofthe business processThis will allow for more accurate

analysis and tentative solutions(improvement recommendations)

Introduction

Epistemology

Ontology

Metho

dology

Questions

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Epistemology

Epistemolo

gy

Ontology

Conclusions

Meth

odology


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Concluding remark 3: Tools

Much of the methodology can beautomated/facilitated with appropriate use oftools.

The KBPI based on the use of Protg is a firststep towards a knowledge engineering software

suite. The second (small) step is the extension of

Protg to automate part of the analysisprocedures. I am working on this now (in myspare time).

The third step is a secret.

Introduction

Epistemology

Ontology

Metho

dology

Questions

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Epistemology

Epistemolo

gy

Ontology

Conclusions

Metho

dology


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Thanks to:

Socrates of Athens, andSir Karl R. Popper for their clarity and wisdom

Dr Eric Tsui for his advice over the years andinvitation to PolyU

Dr Ken Dovey (University of Technology, Syndey),Dr Bill Hall (Tenix Defence, Melbourne),Dr Bob Smith (Tall Tree Labs)

My dissertation examiners for their valuable

critique towards eliminating my errors.

Introduction

Epistemology

Ontology

Metho

dology

Questions

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Epistemology

Epistemolo

gy

Ontology

Conclusions

Metho

dology


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Questions

Contact me:

[email protected]

+61 4 1468 5581

Fax: +61 2 8212 5938

Introduction

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Metho

dology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Ontology

Epistemology

Epistemology

Epistemolo

gy

Ontology

Conclusions

Questions

Metho

dology

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