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Empowering End-Users to Collaboratively Structure Knowledge-Intensive Processes

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Empowering End-Users to Collaboratively Structure Knowledge-Intensive Processes TECHNISCHE UNIVERSITÄT MÜNCHEN Lehrstuhl für Informatik XIX Empowering End-Users to Collaboratively Structure Knowledge-Intensive Processes Matheus Hauder Vollständiger Abdruck der von der Fakultät für Informatik der Technischen Universität München zur Erlangung des akademischen Grades eines Doktors der Naturwissenschaften (Dr. rer. nat.) genehmigten Dissertation. Vorsitzender: Univ.-Prof. Dr. Helmut Krcmar Prüfer der Dissertation: 1. Univ.-Prof. Dr. Florian Matthes 2. Univ.-Prof. Dr. Manfred Reichert Universität Ulm Die Dissertation wurde am 17.09.2015 bei der Technischen Universität München eingereicht und durch die Fakultät für Informatik am 08.02.2016 angenommen. II Zusammenfassung Wissensarbeit entwickelt sich zur vorherrschenden Arbeitsform und spielt in den stra- tegisch wichtigsten Prozessen in Organisationen eine zentrale Rolle. Zu den bedeu- tendsten Treibern dieser Entwicklung zählt die Automatisierung von Routinearbeit durch die stetig zunehmende Nutzung von Informationstechnik und steigender Anpassungs- druck durch technische Innovationen mit denen bestehende Produkte durch digitale Dienstleistungen ersetzt werden. Trotz dieser zunehmenden Bedeutung von wissens- intensiven Prozessen (KiPs) bieten betriebliche Informationssysteme keine ausreichende Unterstützung, da existierende Workflow-Management-Systeme unstrukturierte und nicht vollständig vordefinierte Prozesse nur unzureichend unterstützen. Aufgrund der unvorhersehbaren und emergenten Eigenschaften von Wissensarbeit ist es unverzichtbar für zukünftige betriebliche Informationssysteme, KiPs zur Laufzeit zu definieren. Als Antwort auf dieses Problem ist es das Ziel dieser Arbeit, die kollaborative Strukturierung von KiPs durch Endanwender zu ermöglichen. Zu diesem Zweck müssen Endanwender ohne Spezialkenntnisse dazu befähigt werden, Arbeitspläne zu pflegen. Mit diesen Arbeitsplänen wird die Grundlage für die Generalisierung von wiederverwendbaren Arbeitsvorlagen geschaffen, mit denen implizites Wissen dokumentiert werden kann. Im ersten Schritt wurden generische Anforderungen für die Unterstützung von KiPs aus der Literatur und praktischen Anwendungsszenarien gesammelt. Auf Basis dieser Anfor- derungen entstand ein Framework für die Unterstützung von KiPs, welches aus drei Kom- ponenten besteht: einem Lebenszyklus der die Evolution von KiPs unterstützt, einer Menge von leichtgewichtigen Strukturierungskonzepten und generischen Funktionalitäten die auf Prinzipien erfolgreicher Online Communities basieren. Das Framework wurde prototypisch umgesetzt und mit Hilfe von kontrollierten Experimenten evaluiert. Im Rahmen der Vorstudie mit 7 Teilnehmern und der Hauptstudie mit 145 Teilnehmern wurde die Lösung in zwei unterschiedlichen Anwendungsszenarien produktiv eingesetzt. In der Vorstudie haben die Teilnehmer einen Arbeitsplan für einen vollkommen unstruk- turierten KiP gemeinsam definiert. In der Hauptstudie wurde eine vordefinierte Arbeits- vorlage eingesetzt, um einen vorhandenen KiP zu unterstützen. In beiden Studien wurde die Einsatzfähigkeit der Lösung zur Unterstützung von KiPs durch Fragebögen bestätigt. Die Ergebnisse dieser Arbeit haben zwei Implikationen für betriebliche Informations- systeme. Erstens können vorhandene Fallbearbeitungssysteme einen höheren Grad an Flexibilität ermöglichen ohne dabei die Struktur zu benachteiligen. Dadurch werden zahl- reiche neue Einsatzmöglichkeiten denkbar, z. B. integrierte Versorgung, Produktentwick- lung, oder hochgradig kreative und kollaborative Wissensarbeit im Allgemeinen. Zweitens können spezialisierte Softwarelösungen mit den gewonnenen Erkenntnissen erweitert wer- den, um prozedurales Wissen in Arbeitsvorlagen zu dokumentieren. III IV Abstract Knowledge work is becoming the leading type of work and is involved in the most impor- tant processes in organizations. Main drivers for this development are the ever-increasing use of information technology that leads to an automation of routine work and growing strain of technical innovations that extrude existing products through digital services. De- spite this growing relevance business information systems still lack appropriate support for knowledge-intensive processes (KiPs), since existing workflow management solutions provide no means to deal with unpredictable situations. Due to the unpredictable and emergent characteristic of knowledge work, it is indispensable for future business information systems to define KiPs on the fly. In response to this issue the objective of this thesis is to facilitate the collaborative structuring of KiPs through end-users. For this purpose end-users without computer science background have to be empowered to maintain work plans. These work plans provide the foundation for the generalization of reusable work templates that capture implicit knowledge of end-users. In the first step generic requirements for the support of KiPs are gathered from literature and practical application scenarios. Based on these requirements a framework for the software support of KiPs is developed that consists of three elements: a lifecycle supporting the evolution of KiPs, a lightweight set of structuring concepts, and generic features that are based on design principles from successful online communities. This framework is implemented in a software solution and evaluated through controlled experiments. Within the preliminary study with 7 participants and the main study with 145 partici- pants the solution has been used productively in two different application scenarios at our university. In the preliminary study the participants collaboratively defined a work plan for an entirely unstructured KiP. In the main study a predefined work template has been successfully used to support an existing KiP. In both studies an online questionnaire with the participants confirmed the ability of the solution to support KiPs. The results of this thesis have two implications for business information systems. First, existing case management (CM) systems can leverage more flexibility without deteriorating the structure. This provides manifold new application possibilities for CM in scenarios that are much more unpredictable, e.g., integrated care, product development, highly creative and collaborative knowledge work in general. Second, special-purpose applications can be extended with our approach to capture procedural knowledge in work templates. V VI Acknowledgment This research originated from my work as research assistant at the chair for Software Engineer- ing for Business Information Systems (sebis) at the Technical University Munich. During this time advisors, colleagues, family and friends encouraged me on the long way to this success. Throughout this thesis the pronoun we is used to express my gratitude to everybody, who supported me during the past four years. First and foremost, I would like to thank my advisor Prof. Dr. Florian Matthes for the oppor- tunity to work on this extremely interesting research topic under the best possible conditions. His confidence in my work has been an incredible source of motivation to make this reality.I appreciate his intellectual guidance, helpful suggestions, and constant support throughout the last four years. I further want to express my sincere gratitude to Prof. Dr. Manfred Reichert for being my second advisor and for the valuable discussions in Ulm. The sebis chair provided an excellent environment for the realization of my research through fruitful discussions with colleagues. I would like to thank Dr. Sascha Roth for the frequent and productive discussions on research ideas. Felix Michel has been a constant companion of my research as student assistant, master’s degree candidate, as well as colleague and con- tributed with valuable ideas to my research. My thanks go to Pouya Aleatrati Khosroshahi, Adrian Hernandez-Mendez, Jörg Landthaler, Manoj Mahabaleshwar, Dr. Ivan Monahov, Dr. Christian Neubert, Thomas Reschenhofer, Alexander Schneider, Klym Shumaiev, Dr. Christo- pher Schulz, Dr. Alexander Steinhoff, Bernhard Waltl, and Marin Zec for the constructive cooperation in teaching and researching. I would like to thank the students that wrote their thesis under my guidance or supported my research as student assistant. Thanks to Natascha Abrek, Michael Bigontina, Stefan Bleib- inhaus, Jenny Cheng, Max Fiedler, Manuel Gerstner, Mario Guma, Annemarie Heuschild, Nikolaus Katinszky, Maurice Laboureur, Stefan Laner, Dominik Münch, Stephan Münter, Duc Nguyen, Simon Pigat, Daniel Richter, Daniel Sel, and Alexej Utz. It was a pleasure to work with you on exciting student projects. A special thank goes to Yolanda Gil who supervised my master’s thesis in Los Angeles and inspired me to pursue a PhD. It was a pleasure to continue the collaboration within this thesis. Several case studies were conducted in organizations and many industry partners provided valuable feedback during interviews. I want to thank all industry partners for spending their time and providing valuable practical insights for my research. Most importantly, I want to express my gratitude to my partner Laura Kraszewski for her unconditional love and support. Thanks to my parents Janina and Christian Hauder, and my sister Dr. Johanna Munzert for supporting me during my whole life. Without this support and encouragement from my family this work would not have been possible. Garching b. München, June 7, 2016 Matheus Hauder VII VIII Contents 1 Motivation 1 1.1 Problem Description................................. 3 1.2 Research Design ..................................
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