企业流程管理系统：基于BPMN 2.0的工程实践

Engineering

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"《Enterprise Process Management Systems》是Vivek Kale撰写的一本书，专注于工程化以流程为中心的企业系统，特别是利用BPMN 2.0进行企业流程管理。该书由CRC Press（Taylor & Francis Group的印记）在2018年10月24日出版，共有477页，内容涵盖了从自然语言处理到信息指纹应用的广泛话题。" 本书深入探讨了企业流程管理系统的构建，结合BPMN 2.0标准，这是一种用于设计、执行和优化业务流程的建模语言。通过这个标准，读者可以学习如何将企业的核心流程转化为可操作的、透明的和可优化的模型。书中详细讲解了自然语言处理的演变，从基于规则的方法到统计学方法的转变。它介绍了统计语言模型、词分割、隐藏马尔可夫模型等概念，这些都是现代自然语言处理的关键组成部分。此外，还讨论了信息量化、布尔代数在搜索引擎中的应用，以及图论在网页爬虫中的角色，特别是PageRank算法，这是Google搜索排名的核心技术。书中的章节进一步涉及到了文本分类和机器学习，如有限状态机和动态规划在导航系统中的应用，以及向量空间模型在新闻分类中的作用。书中还提到了信息指纹技术及其实际应用，比如在反垃圾邮件和评估搜索结果权威性问题中的重要性。作者还讨论了数学模型在不同领域的重要性，如最大熵原理，以及中文输入法编辑器背后的数学原理。此外，还介绍了一些数据结构和算法，如布隆过滤器、贝叶斯网络、马尔可夫链的扩展——条件随机场以及句法分析。书中还提到了Andrew Viterbi和他的Viterbi算法，以及在期望最大化算法（God's algorithm）和逻辑回归在搜索引擎广告中的应用。最后，Vivek Kale提到了大数据的力量，并对谷歌大脑和人工神经网络进行了概述，这表明了深度学习在企业流程管理中的潜在作用。《Enterprise Process Management Systems》是一本综合性的著作，涵盖了从基础理论到尖端技术的多个层面，旨在帮助读者理解和实施高效的企业流程管理系统。这本书不仅适合IT专业人士和工程师阅读，也对想要了解BPMN 2.0和流程工程化的学者和管理者提供了宝贵资源。

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xvContents

15.2.3 Creating Process Maps ...........................................................................355

15.2.4 Analyzing Processes for Breakthrough Improvements ..................... 356

15.2.5 Innovative Breakthrough Improvement in Processes ........................357

15.2.6 Implementing Designed Processes ....................................................... 357

15.2.7 Measuring the Performance of Designed Processes ..........................358

15.3 Enterprise-Wide Continuous Improvement Programs .....................................359

15.3.1 Lean System .............................................................................................359

15.3.2 Six Sigma ..................................................................................................363

15.3.3 Theory of Constraints .............................................................................366

15.3.3.1 Theory of Constraints Tools .................................................368

15.4 Time-Based Competition .......................................................................................369

15.4.1 Activity-Based Customer Responsiveness ..........................................370

15.4.2 Activity-Based Costing ........................................................................... 371

15.4.3 Time-Driven Activity-Based Costing ...................................................373

15.4.4 Responsive Activity Pricing ...................................................................376

15.5 Summary .................................................................................................................. 376

16. EPMS for Customer Conversations .................................................................................377

16.1 Business Processes and Human Interactions ...................................................... 377

16.1.1 Human Interaction Management ..........................................................378

16.1.2 Human Interaction Management System ............................................379

16.1.3 Comparing Human Interaction Management and Business

Process Management ..............................................................................380

16.1.4 HumanEdj Human Interaction Management Systems ......................381

16.2 Interactions and the Quality of Experience .........................................................382

16.2.1 Factors Inuencing Quality of Experience ..........................................384

16.2.2 Features of Quality of Experience .........................................................388

16.2.2.1 Feature Levels ........................................................................389

16.3 Customer Interaction Systems ..............................................................................390

16.3.1 Spoken Language Recognition ..............................................................391

16.3.2 Spoken Language Understanding .........................................................392

16.3.3 Dialog Management ................................................................................393

16.3.4 Natural Language Generation ...............................................................394

16.3.5 Text-to-Speech Synthesis ........................................................................396

16.4 Implementing Customer Interaction Systems .................................................... 398

16.5 Summary .................................................................................................................. 398

Epilogue: Digital Transformations of Enterprises ...............................................................399

Appendix A: Business Process Execution Language ...........................................................407

Appendix B: Interaction Architectures ..................................................................................413

Bibliography ...............................................................................................................................419

Index .............................................................................................................................................425

xvii

List of Figures

Figure 1.1 Comparison of efforts expended during ERP and traditional software

development life cycles ............................................................................................9

Figure 1.2 Information and material ows in (a) a functional business model and

(b) a business process model .................................................................................15

Figure 2.1 Process performance measurement systems ...................................................... 40

Figure 2.2 Performance pyramid ............................................................................................43

Figure 2.3 Framework for constructing a process-oriented performance

measurement system .............................................................................................44

Figure 3.1 Organization architecture .....................................................................................60

Figure 3.2 Abstraction granularity levels and the corresponding design concerns .......63

Figure 4.1 Charts views versus the applicable perspectives ............................................... 77

Figure 4.2 Development of EA frameworks ..........................................................................89

Figure 4.3 Zachman EA framework .......................................................................................90

Figure 4.4 TOGAF ADM ..........................................................................................................94

Figure 5.1 The core view ......................................................................................................... 107

Figure 5.2 (a) The control-ow view; (b) the collaboration view ...................................... 108

Figure 5.3 (a) The information view; (b) the human view ................................................. 111

Figure 5.4 WRM components and interfaces ...................................................................... 118

Figure 6.1 Classication of models .......................................................................................129

Figure 6.2 Ontology for a system. (a) Ontology from the forward engineering

perspective and (b) ontology from the reverse engineering perspective ...... 132

Figure 6.3 A state machine .................................................................................................... 136

Figure 6.4 Relationship between enterprise knowledge development submodels ....... 140

Figure 6.5 The Goal model ..................................................................................................... 142

Figure 6.6 The Process model ................................................................................................ 144

Figure 6.7 The Business Rule model .....................................................................................144

Figure 6.8 Meta-levels as dened in the Object Management Group’s MOF ................. 149

Figure 6.9 Generic metamodel for business processes ...................................................... 155

Figure 8.1 Web services usage model ...................................................................................194

Figure 8.2 ESB reducing connection complexity ................................................................ 197

xviii List of Figures

Figure 8.3 ESB linking disparate systems and computing environments .................... 198

Figure 9.1 The cloud reference model ................................................................................ 210

Figure 9.2 Portfolio of services for the three cloud delivery models ............................. 211

Figure 10.1 Business process life cycle .................................................................................238

Figure 10.2 Schematic of a BPMS ..........................................................................................240

Figure 10.3 Levels of process maturity ................................................................................ 249

Figure 10.4 Radar chart with the evaluation results of the three BPM suites ................251

Figure 10.5 Oracle BPM components and application development life cycle ...............253

Figure 10.6 IBM® business process manager ...................................................................... 254

Figure 11.1 Sample purchase scenario model using BPMN .............................................268

Figure 11.2 Modied sample purchase scenario model using BPMN ............................269

Figure 12.1 Process spreadsheet ...........................................................................................284

Figure 12.2 Activity spreadsheet ..........................................................................................289

Figure 13.1 Spectrum of models ...........................................................................................304

Figure 13.2 Layers and implementation of MDA ...............................................................305

Figure 13.3 UML diagram hierarchy .................................................................................... 309

Figure 13.4 Architecture of a typical composite application ............................................ 311

Figure 13.5 Architecture of a process-centric application ................................................ 313

Figure 13.6 Order process with separation of layers for a process-centric

application ........................................................................................................... 316

Figure 13.7 Order process ...................................................................................................... 316

Figure 14.1 Total cost of queue operations versus process capacity ................................ 331

Figure 14.2 Events timeline for a single server ...................................................................342

Figure 15.1 A cycle of enterprise BPR methodology .......................................................... 352

Figure 15.2 The alternate activities of business visioning and BPR ................................353

Figure 15.3 DOR, product planning techniques, and operating philosophies ..............360

Figure 15.4 DOR, product ow decisions, and operating philosophies .........................360

Figure 15.5 Lean system improvement cycle ......................................................................362

Figure 16.1 An interactivity constituting a request–response pattern ............................ 382

Figure 16.2 Taxonomy of inuence factors, interaction performance aspects,

andquality features ............................................................................................383

Figure 16.3 Customer conversation systems ....................................................................... 391

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