presentation: a framework for the improvement of knowledge-intensive business processes(presented to...
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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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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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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
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Information
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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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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:
+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