Collaborative workflow

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Collaborative workflow is the convergence of social software with service management (workflow) software. As the definition implies, collaborative workflow is derived from both workflow software and social software such as chat, instant messaging, and document collaboration.

Contents

Defining

To define collaborative workflow, we can examine the definitions of its components: workflow and collaboration objects.

Workflow

Workflow is a set of activities (service requests, tasks) and the rules that govern their behavior as they move from one service provider to the next until a project is completed.

Collaboration objects

Collaboration objects include web-based meetings, instant messaging, knowledge management wikis, documents (ECM), and shared calendars.

Goal

The goal of collaborative workflow is to provide synergetic efficiency gains to its constituents (social communication and service management) by:

Ideally, collaborative workflow is a collection of parallel and sequential tasks that rely on communication and coordination to achieve a desired outcome.

History

The data center

Prior to the 1980s all IT operations were performed at the data center. Often perceived as faceless and monolithic, the data center was a corporate division housing fields of mainframe computers humming softly in locked rooms with raised floors. Workers regarded this insulated, air-conditioned computer room as an unresponsive ivory tower ruled by corporate information gatekeepers.

The IBM PC

The introduction of the IBM PC in the early 1980s sparked a renaissance in computing. [1] The personal computer ushered in a power shift from the data center to the knowledge workers (the people who used the data to provide services throughout the company). This radical change led to the democratization of computing, but in the short run led to a period of chaos. [ citation needed ]

The democratization of computing

The democratization of computing resources and the empowerment of knowledge workers was an exciting development, and little notice was initially paid to the havoc it was causing in the workplace. The new model lacked standards, was fraught with trial and error, and required an ever growing level of support. This support came not only from the computer department, but increasingly from fellow team members. Peer support, although not explicitly shown in financial statements, led to an alarming drop in worker productivity. [ citation needed ]

Technical support

By the early 1990s, studies published by respected consulting groups stated that organizations were spending a shocking amount of money on peer and informal technical support – about three times the amount that was spent on hardware (when a typical IBM PC cost about $5000). Many managers felt that the PC revolution had gotten out of control.[ citation needed ]

The help desk

It was against this backdrop, and especially when companies started implementing local area networks, that the modern help desk was born. The corporate data center had disappeared and the resulting power vacuum needed to be filled. Many corporations resolved their data management issues by standardizing and automating processes.

In the United Kingdom, the Office of Government Commerce created ITIL. ITIL promoted standard practices in the deployment and management of IT resources.

Simple workflow models

The early help desks of the 1980s incorporated simple workflow models: problems were reported, dispatched, routed to a technician, resolved, and then closed. As decentralized computing matured, customized workflow solutions such as change management, configuration management, and problem management, enabled the IT department to focus on its primary objectives – resolving problems, and rolling out new applications faster, more reliably, and with greater ease. [2]

Workflow applications brought to the modern enterprise what Henry Ford's assembly line brought to manufacturing: improved efficiency, uniform outcomes, and greater throughput. [3]

The advent of social software and software for social collaboration

As with all new technologies, social software went through a lengthy gestation period. Even before the widespread adoption of the Internet, social software was maturing and gaining a foothold with outfits like CompuServe and America Online. Before long, people were contributing to interest groups, using email and bulletin boards, and hanging out in chat rooms.

The latest generation of decision makers has embraced the social communication and collaboration media that grew from popular developments such as interest groups and Wikipedia. For this reason, enterprises have recognized the collaborative value of social software, and have begun using it within their existing IT structures.

Attributes of a collaborative workflow management system

The attributes of a collaborative workflow management system include:

Differences between social collaboration software and collaborative workflow software

The fundamental difference between social collaboration software and collaborative workflow software is that collaborative workflow is characterized by well-defined goals, activities, and outcomes. Collaborative workflow, while incorporating many of the tools that comprise social collaboration, also relies on:

How it works

Collaborative workflow involves: [5]

In the workplace

With collaborative workflow, managers can oversee an entire project using both traditional methods (project design, reports, and dashboards) as well as collaboration tools (web-based chat, instant messaging, document management, alerts, and shared calendars). Supported by role-based access control (RBAC), ad hoc teams can collaborate on special projects within traditional departmental structures.[ citation needed ]

Implementation phases

The phases of implementing collaborative workflows include:

Planning and setup

Project/task instantiation

Execution

Team members communicate online with each other via social software, with the help of document management and shared calendaring facilities.

ROI for social collaboration software

Social collaboration software tools have yet to prove their worth, because they are not structured or goal oriented. They need the constraints of stated goals, commitments, timelines, and performance measurements, so they can align with the productivity goals of workflow components. Until these constraints are adopted at the enterprise level, the benefits of social media will remain anecdotal.[ citation needed ]

The world as a service desk

Industrialized economies have a massive service sector component. Each year, the Fortune 500 list of service-based companies continues to grow while the list of manufacturing companies shrinks.

Manufacturing firms are now maintaining sizable service components such as marketing, customer service, technical service, and legal support. Companies are manufacturing the physical stuff abroad, and developing the services back home. By bundling services with products, companies have realized huge profits, offering packages such as protection plans for television sets, or two-year phone contracts that come with free smart phones. Consumers have expressed mixed opinions on the value of these bundled services.

In every political season, we hear a lot about bringing manufacturing back to America. Rhetoric notwithstanding, the higher value-add is no longer in products but in services (except for highly specialized and technical manufacturing). Therefore, organizations will gain a competitive edge by continuing to manufacture offshore, while producing complementary services back home.

Ultimately, all organizations are service-providers for one another. To gain and maintain a global competitive advantage, businesses need to provide better services that cost less. In a technologically complex world, this means employing both collaborative tools and a procedural framework to deliver greater value at a competitive price.

To be effective, the enterprise collaborative workflow solution should include:

Collaborative workflow promises to enhance business processes through the integration of collaboration tools. Used properly, it has the potential to improve service, productivity, and efficiency by reducing information silos and lessening the conventional business friction points of time, space, and organizational structure.

See also

Related Research Articles

Collaborative software or groupware is application software designed to help people working on a common task to attain their goals. One of the earliest definitions of groupware is "intentional group processes plus software to support them."

<span class="mw-page-title-main">Workflow</span> Pattern of activity often with a result

A workflow is a generic term for orchestrated and repeatable patterns of activity, enabled by the systematic organization of resources into processes that transform materials, provide services, or process information. It can be depicted as a sequence of operations, the work of a person or group, the work of an organization of staff, or one or more simple or complex mechanisms.

<span class="mw-page-title-main">Collaboration</span> Act of working together

Collaboration is the process of two or more people, entities or organizations working together to complete a task or achieve a goal. Collaboration is similar to cooperation. Most collaboration requires leadership, although the form of leadership can be social within a decentralized and egalitarian group. Teams that work collaboratively often access greater resources, recognition and rewards when facing competition for finite resources.

A business process, business method or business function is a collection of related, structured activities or tasks performed by people or equipment in which a specific sequence produces a service or product for a particular customer or customers. Business processes occur at all organizational levels and may or may not be visible to the customers. A business process may often be visualized (modeled) as a flowchart of a sequence of activities with interleaving decision points or as a process matrix of a sequence of activities with relevance rules based on data in the process. The benefits of using business processes include improved customer satisfaction and improved agility for reacting to rapid market change. Process-oriented organizations break down the barriers of structural departments and try to avoid functional silos.

An application program is a computer program designed to carry out a specific task other than one relating to the operation of the computer itself, typically to be used by end-users. Word processors, media players, and accounting software are examples. The collective noun "application software" refers to all applications collectively. The other principal classifications of software are system software, relating to the operation of the computer, and utility software ("utilities").

<span class="mw-page-title-main">Product lifecycle</span> Duration of processing of products from inception, to engineering, design & manufacture

In industry, product lifecycle management (PLM) is the process of managing the entire lifecycle of a product from its inception through the engineering, design and manufacture, as well as the service and disposal of manufactured products. PLM integrates people, data, processes, and business systems and provides a product information backbone for companies and their extended enterprises.

<span class="mw-page-title-main">Collaboration tool</span> Tool that helps people to collaborate

A collaboration tool helps people to collaborate. The purpose of a collaboration tool is to support a group of two or more individuals to accomplish a common goal or objective. Collaboration tools can be either of a non-technological nature such as paper, flipcharts, post-it notes or whiteboards. They can also include software tools and applications such as collaborative software.

A collaboratory, as defined by William Wulf in 1989, is a “center without walls, in which the nation’s researchers can perform their research without regard to physical location, interacting with colleagues, accessing instrumentation, sharing data and computational resources, [and] accessing information in digital libraries”.

Enterprise content management (ECM) extends the concept of content management by adding a timeline for each content item and, possibly, enforcing processes for its creation, approval, and distribution. Systems using ECM generally provide a secure repository for managed items, analog or digital. They also include one methods for importing content to bring manage new items, and several presentation methods to make items available for use. Although ECM content may be protected by digital rights management (DRM), it is not required. ECM is distinguished from general content management by its cognizance of the processes and procedures of the enterprise for which it is created.

<span class="mw-page-title-main">Extended Enterprise Modeling Language</span>

Extended Enterprise Modeling Language (EEML) in software engineering is a modelling language used for Enterprise modelling across a number of layers.

<span class="mw-page-title-main">Task management</span> Process of managing a task through its life cycle

Task management is the process of overseeing a task through its lifecycle. It involves planning, testing, tracking, and reporting. Task management can help individuals achieve goals or enable groups of individuals to collaborate and share knowledge for the accomplishment of collective goals. Tasks are also differentiated by complexity, from low to high.

Business process interoperability (BPI) is a property referring to the ability of diverse business processes to work together, to so called "inter-operate". It is a state that exists when a business process can meet a specific objective automatically utilizing essential human labor only. Typically, BPI is present when a process conforms to standards that enable it to achieve its objective regardless of ownership, location, make, version or design of the computer systems used.

A workflow management system provides an infrastructure for the set-up, performance, and monitoring of a defined sequence of tasks arranged as a workflow application.

A glossary of terms relating to project management and consulting.

Business process management (BPM) is the discipline in which people use various methods to discover, model, analyze, measure, improve, optimize, and automate business processes. Any combination of methods used to manage a company's business processes is BPM. Processes can be structured and repeatable or unstructured and variable. Though not required, enabling technologies are often used with BPM.

Social project management is a non-traditional way of organizing projects and performing project management. It is, in its simplest form, the outcome of the application of the Social networking paradigm to the context of project ecosystems, as a continued response to the movement toward distributed, virtual teams. Distributed virtual teams lose significant communication value normally present when groups are collocated. Because of this, social project management is motivated by a philosophy of the maximizing of open, and continuous communication, both inside and outside the team. Because it is a response to new organizing structures that require technologically mediated communications, Social Project Management is most often enabled by the use of Collaborative software inspired by social media. This paradigm enables the project work to be published as activity stream and publicized via the integration with the social network of an organization. Social project management embraces both the historical best practices of Project management, and the open collaboration of Web 2.0.

Collaborative decision-making (CDM) software is a software application or module that helps to coordinate and disseminate data and reach consensus among work groups.

CEITON is a web-based software system for facilitating and automating business processes such as planning, scheduling, and payroll using workflow technologies. The system is used by several media companies such as MDR, Yle, RAI and Red Bull Media House. In December 2018, the first CEITON User Group Meeting took place in Leipzig, Germany.

Distributed Collaboration is a way of collaboration wherein participants, regardless of their location, work together to reach a certain goal. This usually entails use of increasingly popular cyberinfrastructure, such as emails, instant messaging and document sharing platforms to reduce the limitations of the users trying to work together from remote locations by overcoming physical barriers of geolocation and also to some extent, depending on the application used, the effects of working together in person. For example, a caller software that can be used to bring all collaborators into a single call-in for easier dissemination of ideas.

References

  1. Turner, Amy-Mae (12 August 2011). "Personal Computers: A History of the Hardware That Changed the World". Mashable .
  2. "CEITON - Introducing Workflow".
  3. "CEITON - Profile".
  4. Russell, Duncan J.; Peter M. Dew; Karim Djemame (2007). "A Secure Service-based Collaborative Workflow System". International Journal of Business Process Integration and Management. 2 (3): 230–244. doi:10.1504/IJBPIM.2007.015497.
  5. Igal Hauer (May 2012). Collaborative Workflow: Social Software on a Mission
  6. Schaffers, Hans; et al. (2007). "Web". International Conference on Concurrent Enterprising.

Further reading