BUSINESS PROCESS MINING USING CROWDSOURCING

A method and system for systematically creating or improving business processes utilizing crowdsourcing. Business process steps and step connection requirements received from a plurality of experts are optimized, ordered and verified. Business process step optimization consists of eliminating invalid or obsolete business process steps received, identifying and eliminating duplicate business process steps received, and selecting most efficient business process steps. Business process steps are ordered based on the connection requirements received. Created or improved business processes are verified by a plurality of experts utilizing crowdsourcing.

DETAILED DESCRIPTION

Business processes can be one of the most valuable assets of enterprises. Large enterprises continuously produce new processes to maintain industry best practices and standards, to accommodate changes in the working environment, and to reduce cost and increase efficiency. New business process design depends on the understanding of the existing business process and on the expertise and experiences of the teams that execute the business process.

Embodiments of the present invention recognize that business processes maintained by enterprises are often out of step with the actual execution of the process and need to be created, re-created or updated. Embodiments of the present invention also recognize the importance of an efficient and consistent execution of a business process across an enterprise, regardless of geography. The teams that actually execute the business process possess the expertise and experience to understand the business process, to recognize any inconsistencies in the documented business process and to be cognizant of any local customizations made to the business process. These teams are herein referred to as the “experts”. These same experts often develop and use their own automation tools or their own specialized workarounds to improve their personal efficiency or to improve the process flexibility. Experts are able to recognize unnecessary or obsolete steps in the business process that, if followed, affect the quality and efficiency of the process execution.

Embodiments of the present invention systematically discover process steps through a crowdsourcing engine to effectively engage multiple experts in the creation or update of a business process. The “crowdsourcing engine”, as used herein, may refer to an internal platform engaging experts within an enterprise or may refer to an external platform engaging any expert through the internet. The crowdsourcing engine serves as an intermediary between a task requester and experts who are participating in performing the task. Task requestors utilize the crowdsourcing engines to publish or broadcast their challenges and tasks and receive, as input, completed tasks.

Embodiments of the present invention also recognize the need for control and coordination of the experts engaged through the crowdsourcing engine as well as the input received through the crowdsourcing engine. Embodiments of the present invention systematically control and coordinate the received business process steps and the experts themselves, through the utilization of game theory concepts consisting of simultaneous and sequential games.

In game theory, simultaneous games are games where both players move simultaneously, or if they do not move simultaneously, the later players are unaware of the earlier players' actions (making them effectively simultaneous). Rock-Paper-Scissors, a widely played hand game, is a real life example of a simultaneous game. Both players make a decision at the same time, randomly, without prior knowledge of the opponent's decision. Embodiments of this invention utilize this concept to automate the verification and elimination, herein referred to as “pruning”, of erroneous input received from the crowdsourcing engine as well as the elimination of experts providing erroneous input. Examples of pruning using game theory's simultaneous game concepts, by embodiments of this invention, are described inFIG. 2.

Sequential games, in game theory, are games where one player chooses his action before the others choose theirs. Importantly, the later players must have some information of the first's earlier actions. For instance, a player may know that an earlier player did not perform one particular action, while he does not know which of the other available actions the first player actually performed. Sequential games are often solved by backward induction. That is, by anticipating what the last player will do in each situation, it is possible to determine what the second-to-last player will do. Games such as chess, backgammon, tic-tac-toe and Go are typical sequential games. Examples of verification using game theory's sequential game concepts, by embodiments of this invention, are described inFIG. 2.

FIG. 1illustrates a data processing system generally designated100in which illustrative embodiments may be implemented. Data processing system100contains network120, which is the medium used to provide communication links between various data sources and computers connected together within and without data processing system100. Network120may include connections, such as wire, wireless communication links, or fiber optic cables. Of course, data processing system100also may be implemented as a number of different types of networks, such as an intranet, a local area network (LAN), or a wide area network (WAN).FIG. 1is intended as an example, and not as an architectural limitation for the different embodiments.

Business Process Mining module (BPMM)115located in data processing system100may be stored on one or more computer readable storage devices and may run on a server110. BPMM115may be, for example, a computer program or program component for analyzing business process data, according to embodiments of the present invention. BPMM115may be localized on one server110and/or distributed between two or more servers.

As shown inFIG. 1, the BPMM115connects to the crowdsourcing engine160, through the network120to publish or broadcast tasks to be performed and to receive completed tasks. The BPMM115connects to data repositories such as, but not limited to, Process Terminology Repository130, Business Process Steps Repository135, Question Template Repository150and Business Application Registry155. The Process Terminology Repository130may be comprised of official process step naming terminology or “vocabularies” to be used by a Taxonomy System125to recognize similarly named steps. The Business Process Steps Repository135may be comprised of a series of ordered activities, herein referred to as “steps,” that together comprise a business process. The steps are ordered according to their position as they relate to other steps in the Business Process Steps Repository135. The Business Process Steps Repository135may be comprised of existing business process steps to be examined or may be null, if a business process does not yet exist and a new business process is to be created. The Question Template Repository150may be comprised of question templates to be published or broadcast as tasks to the crowdsourcing engine160. Examples of the question templates in the Question Template Repository150and examples of the information returned from the crowdsourcing engine160are described inFIG. 3. The Business Application Registry155may be comprised of identified experts for known processes, known tools used within at least one business process, automation utilized in at least one business process and assets managed by the business process. In an embodiment of the present invention, the BPMM115may also attach to the Taxonomy System125. The “Taxonomy System”125, as used herein, refers to an automated means of classifying input received as a result of task completion on the crowdsourcing engine160. The Taxonomy System125applies the Process Terminology Repository's130vocabularies to classify the received input. The Taxonomy System125and the Process Terminology Repository130may reside internal to the data processing system100or may be externally accessed through the network120. A Verification Engine165, as used herein, provides an automated means for verifying and pruning both erroneous input received from the crowdsourcing engine160and the experts providing that erroneous input. The Verification Engine165may reside internal to data processing system100or may be externally accessed through the network120.

FIG. 2illustrates examples of game theory concepts for simultaneous and sequential verification used in embodiments of this invention. Simultaneous verification210may be used during the discovery of business process steps. In this example, BPMM115publishes or broadcasts a first task212from the Question Template Repository150a(shown inFIG. 3), through the crowdsourcing engine160, to multiple experts214a,214bsimultaneously. In this example, the first task212is to define the first business process step executed when delivering IT service for a failure in backup management. The definitions returned are considered valid if at least two experts agree on the same definition. When Expert3214breturns a definition218cthat deviates from the definitions218a,b,dreturned by the other experts214a, simultaneous verification eliminates Expert3's214bdefinition218cand may even eliminate Expert3214bfrom providing any additional input.

Sequential verification220may be used to verify the connection requirements between steps. The process is split into two phases, the definition phase and the guessing phase. In this example, BPMM115publishes or broadcasts a second task222from the Question Template Repository150b(shown inFIG. 3) through the crowdsourcing engine160to Expert1224, who performs the second task222and returns a definition226. In this example, the second task222is a question about the timing of a backup restart. The definition226returned, which in this example is “tape setup completed”, is then published or broadcast through the crowdsourcing engine160to Expert2228. Expert2228completes the task and returns answer230, which Expert2228believes to be the successor step to definition226. In this example, Expert2228returns the answer “restart backup”, matching the original second task222. Step connections are considered valid when the answer returned230matches the second task222asked by the BPMM115.

FIG. 3illustrates an example of the Question Template Repository150used in embodiments of this invention. The Question Template Repository150(shown inFIG. 1) comprises pre-set lists of requested information (tasks) published or broadcast to the crowdsourcing engine160. The Question Template repository150may be comprised of specialized sub-sections such as, but not limited to, first question template repository150acontaining, for example, question templates used during the discovery of business process steps and second question template repository150bcontaining, for example, question templates used to verify step connections. The business process step discovery questions stored within the first question template repository150amay be comprised of, but not limited to, questions requesting step information such as name of the step, name of the predecessor step, name of the successor step, input to the named step, output of the named step, tools required for the named step, execution time for the named step, automation characteristics of the named step. Question templates from the second question template repository150b, used to verify step connections may be comprised of, but not limited to, questions requesting successor steps and connection requirements for steps currently being verified.

Also illustrated inFIG. 3are examples, used in embodiments of this invention, of process step definitions received as completed tasks from the crowdsourcing engine160. The input received may be comprised of, but not limited to, automated business process step definitions310a, human business process step definitions310band tool definitions310c. The received input will herein be referred to collectively, as “process step definitions”. Automated business process step definitions310amay be comprised of, but not limited to, automation name, purpose of the automation, interfaces to the automation, processing time, inputs to the automated process, output from the automated process, loads handled by the automated process, predecessor step name, successor step name and connection requirements for predecessor and successor steps. Human business process step definitions310bmay be comprised of, but not limited to, step name, purpose of the step, action executed by the step, execution time, exceptions to executing the step, predecessor step name, successor step name and connection requirements for predecessor and successor steps. Tool definitions310cmay be comprised of, but not limited to, tool name, purpose of the tool, interfaces to the tool (if not mechanical), limitations of the tool, exceptions to using the tool, permissions necessary for tool usage, predecessor step name, successor step name and connection requirements for predecessor and successor steps.

Referring toFIG. 4, a flowchart400illustrates steps performed by the BPMM115, within the data processing environment ofFIG. 1, for mining business processes steps, in accordance with an embodiment of the present invention. In one embodiment of the invention, a new business process is created for delivering IT service. The IT service delivery experts are executing that service without a business process in place. In this embodiment, the BPMM115systematically builds the business process steps, optimizing for the most efficient process steps among similar steps and standardizing the terminology for the business process.

In another embodiment of the invention, an existing business process for delivering IT service may have become out of sync with the actual IT service steps being executed by the experts and requires an update. In this embodiment, the BPMM115systematically updates the business process steps by eliminating unnecessary process steps, adding missing process steps, optimizing for the most efficient process steps among similar steps, and standardizing the terminology for the business process.

In both embodiments, the business process steps to be discovered consist of automation as a business process step, tools utilized by the experts and human executed business process steps. IT service delivery as a business process is only one example and does not limit the method to IT service delivery nor limit the types of business process steps to automation, tool and human executed business process steps. This method can be utilized to create business processes or update business processes for any type of service delivery such as home appliance repair or automobile maintenance as well as for non-service related business processes where at least one human execution step exists in the business process.

According to an embodiment of the present invention, the BPMM115, at410, receives the business process steps from the crowdsourcing engine160. The received business process steps, as well as step names, step connection requirements and associated process step definitions are herein referred to as “discovered steps.” The method for discovering those steps is discussed below in connection withFIG. 5. The discovered steps' connection requirements are used for ordering the steps by identifying input requirements for the step, predecessor steps, outputs from the steps and successor steps. The process step definitions may be comprised of, but not limited to, execution time, tools required for the execution of the step, exceptions and indications of automated execution step, human executed step or tool.

Because the discovered steps received are from a potentially large group of experts, the BPMM115, at420, systematically verifies and prunes the discovered steps to manage both the discovered steps and the experts. This systematic verification and pruning of discovered steps may be performed, for example, by the Verification Engine165, which may utilize any of the process step definition information for verification purposes. In both embodiments, a discovered step whose connection requirements do not match the connection requirements of its predecessor or successor steps is deemed invalid and eliminated from the set of discovered steps. The expert providing that invalid input may also be eliminated, by removal from the Business Application Registry155, and prevented from providing any additional input. In the embodiment updating an existing business process, the BPMM115, at420, may additionally prune existing steps that are no longer executed and remove the obsolete steps from the Business Process Steps Repository135. The Verification Engine165may use game theory concepts and simultaneous verification to prune the invalid steps and the invalid experts, as discussed above in connection withFIG. 2.

The BPMM115, at425, merges the remaining discovered steps since the remaining discovered steps are all determined to be valid steps. The merged steps are then normalized by the BPMM115, at430, through the Taxonomy System125, to provide a consistent, standardized terminology for discovered step names. The Taxonomy System125accesses the Process Terminology Repository130, determines similar step names from the “vocabulary” and returns a normalized step name for each discovered step. The normalized step names returned match the Process Terminology Repository130“vocabulary”. Normalized step names allow processes to be consistent across an enterprise, regardless of geography. The BPMM115, at435, receives the normalized step names from the Taxonomy System125. In the embodiment creating a new business process, all steps are new to the process. The BPMM115adds all unique, new step names to the Process Terminology Repository130“vocabulary.” In the embodiment updating an existing business process, not all the steps are new. The BPMM115only adds those step names that are new to the process to the Process Terminology Repository130vocabulary.

After normalization, the merged steps may contain duplicate steps. The normalization of the step names allows for a systematic identification of duplicates steps among the merged steps. In these embodiments, duplicate names may not always indicate true duplicate steps. The process step definitions may differ for similarly named steps. Varying experts may, for example, input similarly named steps where the step definitions differ only in their step execution time. The normalization of the step names, therefore, also allows for a systematic comparison among similar steps, as in this example, to select the discovered step with the shortest execution time. The BPMM115, at435, identifies these duplicate steps and at440eliminates duplicate steps and less efficient steps from the merged steps.

Again, because the input is coming from a potentially large group of experts, the discovered steps need to be systematically managed, verified and added to the Business Process Steps Repository135. In this example, the Business Process Steps Repository130being built or updated is for the IT service delivery business process.

At first decision445, the BPMM115iterates with second decision450until all discovered steps in the merged steps are in order. The BPMM115, at second decision450, uses connection requirements, predecessor steps and successor steps to determine step order. In the embodiment creating a new business process, the BPMM115, at455, adds steps, in order, to the Business Process Steps Repository135. In the embodiment updating an existing business process, the ordered steps may not match the existing order of the steps in the Business Process Steps Repository135for this business process. The BPMM115, at455, recognizes the existing Business Process Steps Repository135order and inserts unique, new steps in proper order among the existing steps in the repository, reorders existing steps in the repository when the discovered order of steps has changed and replaces steps in the repository when, for example, more efficient steps have been discovered.

In both embodiments of the invention, the ordered steps are then systematically verified by the BPMM115, at460, using game theory concepts and sequential verification, as discussed above in connection withFIG. 2. Question templates from the Question Template Repository150b, that utilize the connection requirements associated with each discovered process step, are published or broadcast to the crowdsourcing engine160to ensure, through sequential verification, that the discovered steps are in proper order. The BPMM115may update the Business Application Registry155to add newly discovered automated step definitions or tool definitions, to remove obsolete automated step definitions or tool definitions, or modify changed automated step definitions or tool definitions.

Referring toFIG. 5, a flowchart500illustrates the discovery of business process steps and step definitions. The BPMM115may identify experts from the Business Application Registry155or engage unknown experts when using the crowdsourcing engine160to discover process steps. The BPMM115, at515, publishes or broadcasts question templates (tasks) from the Question Template Repository150a, through the crowdsourcing engine160, to multiple experts simultaneously in order to discover the next step in the process. For existing business processes that have steps already defined in the Business Process Steps Repository135, the discovered steps will include both the existing business process steps from the Business Process Steps Repository135along with any business process steps identified through the crowdsourcing engine.

The BPMM115, at520, determines if the business process step is discovered through the crowdsourcing engine160or is a step in an existing business process already in the Business Process Steps Repository135. At525, in response to determining that the business process step is discovered through the crowdsourcing engine160(decision520, yes branch), the BPMM115publishes or broadcasts tasks from the Question Template Repository150a, to discover the step definition and connection requirements for a step discovered through the crowdsourcing engine160. At527, in response to determining that the business process step is not discovered through the crowdsourcing engine160(decision520, no branch), the BPMM115obtains existing step definition and connection requirements from the Business Process Steps Repository135and the Business Application Registry155, since the step is already defined in an existing business process.

The discovered steps may be discreet, single action business process steps, herein referred to as “atomic” steps, or complex steps comprising more than one executed action. At530, the BPMM's115determination of an atomic step (decision530, yes branch) indicates the completion of that step's discovery. Complex steps require iterative engagement with the experts to decompose the complex steps into atomic steps. The BPMM115, at535, publishes or broadcasts tasks to the crowdsourcing engine160with iterative question templates until the complex step has been completely decomposed into atomic steps with their associated step definitions and connection requirements. Until the business process for IT service delivery, in this embodiment, discovers all necessary business process steps and is complete, the BPMM115iterates at515.

FIG. 6illustrates internal and external components of server computer110in accordance with an illustrative embodiment. Server110is only one example of a suitable server computer and is not intended to suggest any limitation as to the scope of use or functionality of embodiments of the invention described herein. Regardless, server110is capable of being implemented and/or performing any of the functionality set forth hereinabove.

Server110may be described in the general context of computer system-executable instructions, such as program modules, being executed by a computer system. Generally, program modules may include routines, programs, objects, components, logic, data structures, and so on that perform particular tasks or implement particular abstract data types. Server110may be practiced in distributed data processing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed data processing environment, program modules may be located in both local and remote computer system storage media including memory storage devices.

Server110is shown inFIG. 6in the form of a general-purpose computing device. The components of computer system/server110may include, but are not limited to, one or more processors or processing units616, a system memory628, and a bus618that couples various system components including system memory628to processor616.

Computer system/server110typically includes a variety of computer system readable media. Such media may be any available media that is accessible by computer system/server110, and it includes both volatile and non-volatile media, removable and non-removable media.

Program/utility640, having a set (at least one) of program modules115, may be stored in memory628by way of example, and not limitation, as well as an operating system, one or more application programs, other program modules, and program data. Each of the operating system, one or more application programs, other program modules, and program data or some combination thereof, may include an implementation of a networking environment. Program modules115generally carry out the functions and/or methodologies of embodiments of the invention as described herein.

Computer system/server110may also communicate with one or more external devices614such as a keyboard, a pointing device, a display624, etc.; one or more devices that enable a user to interact with computer system/server110; and/or any devices (e.g., network card, modem, etc.) that enable computer system/server110to communicate with one or more other computing devices. Such communication can occur via Input/Output (I/O) interfaces622. Still yet, computer system/server110can communicate with one or more networks such as a local area network (LAN), a general wide area network (WAN), and/or a public network (e.g., the Internet) via network adapter620. As depicted, network adapter620communicates with the other components of computer system/server110via bus618. It should be understood that although not shown, other hardware and/or software components could be used in conjunction with computer system/server110. Examples, include, but are not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data archival storage systems, etc.