eBusiness - Introduction Pascale Vande Velde

1. UNIVERSITE LIBRE DE BRUXELLES eBusiness - IntroductionPascale Vande Velde Solvay Business School SEMINAIRE DE TECHNOLOGIES DE L’INFORMATION ET DE LA COMMUNICATION GEST 116

2. Content of eBusiness course Introduction – Part I Introduction – Part II Payments & security Supply chain management

3. Agenda Technical enablers Case 1 : a newspaper site (information) Case 2 : web banking site (transaction) Case 3 : life insurance site (servicing)

4. A complex topic…

5. Technical enablers • Internet • Architecture developments • Linux OS • Java

6. Internet history • The Internet is a publicly available worldwide system of interconnected computer networks that transmit data by packet switching using a standardized Internet Protocol (IP) • The core networks forming the internet started out in 1969 as the ARPAnet, created by the US Department of Defence Advanced Research Projects Agency (ARPA) • The objective of the ARPAnet was to connect different computers and networks designed by different vendors into a network of networks. The Department of Defence found out that their computers could not communicate between each other • ARPAnet used a protocol called NCP (Network Control Protocol). ARPAnet moved to the TCP/IP protocol in 1983 • Under ARPAnet several major innovations occurred: email (or electronic mail), the ability to send simple messages to another person across the network (1971); telnet, a remote connection service for controlling a computer (1972); and file transfer protocol (FTP), which allows information to be sent from one computer to another in bulk (1973) • Another important step in the development of the internet was National Science Foundation building of a university backbone, the NSFnet, in 1986 • Internet Protocol software was soon being placed on every type of computer, and universities and research groups also began using in-house networks known as Local Area Networks or LAN's. These in-house networks then started using Internet Protocol software so one LAN could connect with other LAN's • The internet became widly used as from ’90s. In 1989, Tim Berners-Lee created HTML, HTTP, and the first web pages at CERN. In 1993, Mosaic, the first web browser, was released.

7. TCP/IP • TCP/IP is a protocol making the communication between different networks feasible • TCP/IP is composed of 3 layers : • IP (Internet Protocol) : responsible for moving packets of data from node to node. IP forwards each packet based on a four byte destination address (the IP number). The internet authorities assign ranges of numbers to different organizations. The organizations assign groups of their numbers to departments. IP operates on gateway machines that move data from department to organization to region and then around the world • TCP (Transmission Control Protocol) : is responsible for verifying the correct delivery of data from client to server. Data can be lost in the intermediate network. TCP adds support to detect errors or lost data and to trigger retransmission until the data is correctly and completely received • Sockets : is a name given to the package of subroutines that provide access to TCP/IP on most systems • Addresses • TCP assigns a unique number to every workstation in the world. This IP number is a four byte value that, by convention, is expressed by converting each byte into a decimal number (0 to 255) and separating the bytes with a period. • For instance, a workstation as as IP number 130.132.59.234 and all workstations in the organization have an IP number structured as follows : 130.132.*.*

8. TCP/IP (cont’d) • A end user can install TCP/IP on a personal computer without any knowledge of either the corporate or the regional network. Three pieces of information are required : • The IP address assigned to the personal computer • The part of the IP address (the subnet mask) that distinguishes other machines on the same LAN (messages can be sent to them directly) from machines in other departments or elsewhere in the world • The IP address of the router machine that connects this LAN to the rest of the world • For instance : • IP address : 130.132.59.234 • Subnet mask : 255.255.255.0 • Default router : 130.132.59.1 • The subnet mask tells the server that any other machine with an IP address beginning 130.132.59.* is on the same department LAN. All messages sent from a machine beginning 130.132.59.* will be sent directly to the LAN. All other messages will be sent to the default router

9. HTML/XML • HTML (HyperText Markup Language), defined in 1991, is a markup language designed for the creation of web pages and other information viewable in a browser. The focus of HTML is on presentation (paragraphs, fonts, tables, graphs, etc...) • There are four types of markup elements : • Structural markup that describes the purpose of text. For example <h1>Golf/h1> will cause the browser to render “Golf” as a first level heading • Presentational markup that describes the visual appearance of text, regardless of its function. For example, <b>boldface</b> will render “boldface” in bold text • Hypertext markup which links parts of the document to other documents • Widget elements that create objects such as buttons and lists • There were several versions of HTML (HTML 1.0, 2.0, 3.0, 4.0) • The successor of HTML is XML (eXtensible Markup Language). It was defined in 1998. HTML uses a set of known tags that handle common formatting tasks. XML allows you to create any tag you want (is thus extensible) and then describe these tags in a meta language known as DTD (Document type definition). • A common feature of any markup language is that they intermix thet text of a document with markup instructions in the same datastream or file • XML is also widely use as format for document storage • Example of markup language : <h1> Anatidae </h1> <p> The family <i>Anatidae</i> includes ducks, geese, and swans, but <em>not</em> the closely-related screamers. </p>

10. Architecture Background “In the old days, there was no need for technical architectures” • Actually, vendors brought architecture de facto with the mainframe (e.g. IBM with CICS and IMS) • Business was seeking automation of manual processes primarily requesting “standalone” applications • There was no PAST – (no legacy systems to integrate) Today, the IT world is much more complex and diverse • Solutions are networked / distributed • We have to deal with the past : legacy integration and legacy maintenance while developing the future (web, wireless, B2B)  Architecture has evolved through generations (# tiers)

11. Historical Reminder 1-tier architecture (80ies) A mainframe execution architecture is 1-tier : processing is done on the central server. Issue : No separation of concern between presentation, business logic and data logical layers. Mainframe Presentation Presentation Business Logic Business Logic Data Data Presentation Business Logic Data Presentation Presentation Business Logic Business Logic Data Data Batch On-Line MF Desktop Computing

12. Historical Reminder 2-tier architecture (early 90ies) communication client server Client/server supports an execution style where processes on different machines communicate through messages: the « client » makes requests to the server through service interfaces and the server responds. Historical push : MS Windows and its Graphical User Interface Rationale : C/S will reduce IT costs Communication Data Presentation Business Business Presentation Presentation Business Business Logic Logic Logic Logic

13. Historical Reminder 3-tier architecture (late 90ies) A Netcentric architecture allows to share transactional data and information between users and applications. Those applications allow « publishing, interacting or transacting ». Netcentric is nothing else than an evolution of client / server, enabling the connection of employees, clients and business partners through internet. Rationale : The web requires a specific front end server to handle thousands to potentially millions of connections.

14. Multi channel platform – technical view Presentation Tier Channel Management Tier Cross Channel Applications Tier External CRM system Business intelligence systems Accounting system Business Logic Bloc 1 Business Logic Bloc 3 Reference data systems Business logic HR/Payroll systems field Wireless Browser (WAP, J2ME) Invoicing, billingand collection system Business Logic Bloc 2 Application Server field dynamic External partysystem Internet Page Regulatory reportingsystem Session Web Browser App. Server Information deliverysystem Client Firewall Product Intranet Security Package Content Content Firewall Services & Operations Data Integration Layer Web Browser Marketing data Users Product Call Centre Platform LDAP Web Browser Product Voice Response Unit Phone Voice Response Server Other Products CRM Voice Voice Logger

15. n-tier architectures aim at solving business issues Main business drivers are : • Globalisation of financial markets (mergers & acquisitions) • Increased competition • Changing client expectations • Spread of technonolgy-enabled « eBusiness  » • N-tier architectures provide a solution : • To Front-end Issues because : • They provide cross-channel coherence from a client point of view • They allow the integration of information usually spread over multiple systems • They allow single maintenance of functionality offered on multiple channels • They reduce the cost of adding an additional channel • To Mid-tier issues because : • They allow better re-usability of business logic layer (made from components) • Resulting business needs : • Capability concentration, IT integration & cost reductions • Scalability • New product types • Short time-to-market for new product • Flexibility (IT and salesforce) • Multi-channel • High system availability & security • To Back-end integration issues because : • They help integrate legacy systems • They enable B2B integration

16. Linux • Linux is an open and free OS (downloadable from internet). It is mainly used in office applications, game softwares, mobile phones, video recorders and PDAs. Linux became the most widespread OS for internet servers. Linux, being free, is also installed on many low cost computers, a.o. In developing countries. • Linux was developed by a Finner, Linus Torvalds, in 1991 at Helsinki University. Linus Torvalds is the owner of the Linux trademark. The Linux Mark Institute manages and grants Linux licences. • Most of the code (71%) was written in C; other parts were written in C++, Lisp, Perl, Fortran.... • Linux is a very secure OS (“virus proof”). • Sales of Linux OS grow steadily. Based on IDC, 25% of all servers and 2,8% of desktops were running on Linux in 2002. • You need an emulator to run Windows applications without Linux equivalent on Linux. VMware enables it with more CPU (run a client OS on a host OS). • In the beginning, it was difficult to install Linux on desktops; so Linux adaption was quite slow. Nowadays, more and more computers can be bought with a Linux OS instead of a Windows OS. In addition, the installation packs are currently easier to install. They are often available on CD. • Technical support is provided by Linux suppliers and users groups.

17. Linux - Applications Zona Research “The New Religion: Linux and Open Source” Octobre 2000

18. Linux - Applications • Linux systems are mainly used for back office servers. They are mainly used as web servers, file servers, print servers, DNS servers, and mail servers etc. • Linux systems focus on these domains for the following reasons: • They are very reliable and robust • The source code is accessible to fix any problems • Problems can be quickly fixed and are shared with the Community • Linux systems are very similar to Unix systems; it facilitates knowledge transfer • Acquisition costs are limited • Highly secure (“virus proof”) • Most servers suppliers (IBM, HP, Sun, etc….) support Linux on most of their servers, including mainframes. They categorise Linux as a Tier 1 OS. All main applications are now Linux portable.

19. Java • Java is an object oriented language developed by James Gosling and Sun Microsystems colleagues. In the beginning, this language was named Oak (1991). Java was commercialized in 1994. It is a language derived from C++, but more intuitive than C++. • Java is independent from the platform on which it runs; therefore its success as internet application. It has been designed to support network applications : • The look and feel of a java GUI is independent of the hardware/OS • A java program can be launched on any OS/Hardware; thanks to a compilor and a virtual machine (VM) : • The compilor transforms the java language in a code half way to the machine code • This code is processed by a virtual machine (program written in native code on the hardware platform) that translates the java generic code in a code which can be used by the hardware • Sun created the company JavaSoft, in charge for the design and the distribution of the java language. The license granted by Sun requests that all implementations are compatible.

20. Java • Java is not an open source program in spite of requests by several vendors (eg IBM). There are Java APIs, to integrate a java program in a program environment. Some companies can influence the APIs design but Sun keeps ownership and control on APIs. • Security –java program must be reliable and secure since they are used in a distributed/open environment, thanks to numerous controls upstream and during the code execution • The java virtual machine applies a hierarchy of security controls on the machine on which the java code will be executed • The java compilor also applies many controls on the source code • Easy interaction with TCP/IP protocol thanks to a library of routines. It makes the set up of network connections much easier than with a program written in C++ • Frequent use of java : • Web browsers • Intranet/internet applications • Web user interface (java beans call other programs, eg in C++) • Mobile phones • Smart cards • TV set boxes • Interfacing programs

21. Agenda Technical enablers Case 1 : a newspaper site (information) Case 2 : web banking site (transaction) Case 3 : life insurance site (servicing)

22. Steps to set up an ebusiness Define the strategy, business model Define products and services Define future processes, functionalities required Define sourcing Define technical architecture

23. Business model • Provide general and financial information to Belgian upper and middle class • Daily Belgian and international news • Financial and economic news • Leisure information • Provide information-based value added services • Archives • Personalization • Information provided based on • Own information sources • Third party information • Revenues model • Advertising • Subscription to value added services

24. Products and services • Products • Belgian news • Financial and economic news • Stock rates (2 minutes delay) • Investment advice • Leisure information • Newsletter • Investors’ guide • Services • Registration • My portfolio • My archives • Call centre

25. Possible sourcing • Manages multi channel distribution • Personalization • Possible solutions : • A portal solution including a content and portal functionality • A portal solution combined with a content management solution • Mix of portal, content solutions and custom development • Contribution to content • Location of content • Workflow (contribution process) • Broadvision • Eportal server IBM • Abaxx • ATG Dynamo • … Portal Capabilities Customer Relationship Management Data extraction tool Content Management Security Authorization • Vignette • Documentum • Interwoven - IBM Personalization Customer services Process Integration Community EAI

26. Customer DB Archives Typical technical architecture • No necessary integration with back end systems of newspaper company • Information feeds integrated with content management tool • Information extraction can require specific extraction tools • CRM tool can be added to portal functionality Via Call Centre Operators Call Centre/ emails Call Centre Workstation Information requests Customer Firewall Firewall Application Server Portal DB Server Portal Internet Application Server Content Web Server DB Server Content Market Data Feeds Research News External Systems

27. Archives Archives Information feeds • Feeding techniques depend on frequency of updates and volumes of data Batch process, DB replication several times a day • Depending on frequency of updates in case of real time information, back up solutions are necessary (second direct data transmission line) • Push technique : files sent • Pull technique : connection to information provider server Market Data Feeds Market Data Feeds File sent or automatic interface Research Research File for updates News News Files sent several times a day External Systems

28. Agenda Technical enablers Case 1 : a newspaper site (information) Case 2 : web banking site (transaction) Case 3 : life insurance site (servicing)

29. Business model • Provide the bank’s retail clients the functionality to carry out most of their banking operations • Deposits • Account management • Loans • Credit cards • Provide the bank’s retail clients the functionality to carry out most of their equity and mutual funds transactions • Bonds, options, derivatives excluded • Some exotic markets excluded • Build CRM tools to leverage on client information • Revenues model • Annual fees • Brokerage fees • Advertising

30. Products and services • Consultation • Accounts maintenance (status and operations) • Portfolios maintenance (status and operations)/transaction services • Loan maintenance • Credit cards maintenance • Management services • Relationship management (CRM) • Personnalization • … • Product support • Deposits • Loans • Credit cards • Brokerage

31. Front end applications Integrated Applications Financial Management Functions S1 Virtual Financial Manager (VFM) VBM Virtual Bank Manager • Retail Banking Products and Services • Credit Card Services • Loan Balance and Servicing • Brokerage Services VCCM Virtual Credit Card Manager VLM Virtual Loan Manager Internet/ VRU VIM Virtual Investment Manager

32. Functional Overview Delivery Channels Front-end Systems Back-end Systems ATM/POS/ CARDS Network RELATIONSHIP MANAGEMENT S1 Virtual Financial Manager (VFM) Adaptive Layer Products, Services and Operation Management SERVICE DELIVERY INFORMATION DELIVERY VBM VLM VCCM VIM Internet/ VRU MANAGEMENT AND CONTROL Customers - New - Current Branch/Call Center 3rd Party Processing: Securities Processing Clearing

33. Internet 9000 9000 9000 9000 H H H H Technical Environment • Internet user works on a local database which is a copy of the bank database (databases are replicated several times a day) • Database replication necessary • Real time (front end) versus batch systems (back end) • Security reasons • Back end could be outsourced to third party Back end Front end End User Client DB Server CommServer Internal Network SSL DB Server Firewall App Server Internal Local Workstation Network Bank core system Director CommServer Firewall App Server Terminals Telephone Banking Cash Dispensersand other EMP App Server App Server

34. The adaptive layer provides the linkage between the front-end and back-end systems • Internet Account Origination - New customer and account information. • Customer and Account Maintenance - Customer and account additions, modifications, and deletions. • Deposit Account - Details of deposit accounts • Deposit Transaction - Detail listing of deposit account transactions • Credit Account - Details of credit accounts • Credit Transaction - Detail listing of credit account transactions • Credit Card Payment Reconciliation - Performance of credit card account maintenance, payments and debits • Loan Account - Detail information of loan balances • Funds Transfer - Creation, execution of review of funds transfers • Payee - Maintenance and review of payee list • Payment - Creation, execution and review of payments transactions and receive automatic payment requests from payment service. • Payment Reconciliation - Perform customer and account maintenance ADAPTER

35. SCM CRM eAI Vendor LabSystem TradingPartner Legacy SAP Integration of front end to back end Challenges • Most legacy or client/server-based enterprise applications were not designed to inter-operate with external applications or browser-based; end-user clients • Multiple and disparate • Applications (custom, legacy, packaged) • Platforms • Databases • Transaction processors • Data entry points • Versions of the same data • Application systems that are built at different times by different groups operating independently of each other • Incompatible business data formats eAI means Enterprise Integration • a2a: Integration of back-end systems (SAP R/3<-->Legacy) • a2a: Integration of front-end to back-end systems (Siebel<-->SAP R/3) • b2c: Integration of web applications with front- and back-end systems (self- service, customer interactions, etc.) • b2b:Integration of applications across corporate or organizational boundaries (integration of business processes among trading partners, suppliers, distributors, etc.)

36. Traditional Integration Architecture • Traditional middleware solutions facilitate the integration of individual applications and discrete transactions between them Point-to-Point integration with multiple interfacing methods Point-to-Point Custom Code • Limited reusability Interfaces were typically built on an as-needed basis and were not built in a manner that allowed components to be reused • Tight coupling of applications The interfaces were tightly coupled to the applications forcing changes to an application on one end of the interface to directly impact the other end of the interface • Invasive integration approach requiring modifications to source applications • Change to one application can affect all interfaces to/from that application • Limited scalability of architecture across the enterprise • Significant custom coding • No centralized management or visibility of information flows and business rules Siebel SAP Legacy Internet PeopleSoft

37. eAI Architecture • eAI solution is a set of technologies that enables the integration of end-to-end business processes and data (information) across disparate applications to increase the organization’s ability to respond and adapt to change by providing the following services: business process management, application connectivity, translation and transformation, communication middleware and message routing. Message Brokers App. B App. C Message Broker App. A Chaining together of discrete transactions in the form of a business process App. D App. E • Hub/Spoke or bus messaging architecture reduces # of connections • Loose coupling of integrated applications • Prebuilt adapters • Reusable data/message transformation/formatting functions • Near real-time and/or batch integration • Interenterprise connections • Central control of multistep business processes across multiple applications Network Centric App. B App. C App. A App. D App. E

38. 3.000 $2.544 2.500 $2.073 2.000 $1.564 1.500 $1.199 $892 1.000 $468 500 $248 0 1998 1999 2000 2001 2002 2003 2004 eAI evolution • 1980s: Legacy systems • Departmental focus, but centralized platform and data • Highly fragmented, after-the-fact view of the business Millions of $ Enterprise Application Integration Market • 1990s: Client/Server, Packaged Applications, Netcentric • Enterprise focus • Partially integrated, after-the-fact view of the business • Replaced much of existing IT investment Source: Gartner Group • 2000+: Enterprise Application Integration (eAI) • Extended enterprise focus (B2B, B2C, etc.) • Fully integrated, up-to-the-second visibility and control of the business • Preservation of existing IT investment • Integrate packaged, custom, legacy, and web applications • eBusiness and B2B drive IT investments

39. eAI components An eAI solution is composed of the following services: The Business Process Management layer is responsible for the definition and management of cross-application business processes across the enterprise and between enterprises. These services enable the communication not just of data, but also of the business process context of the data being sent to another application. Business Process Management Business process level integration and management The Application Connectivity layer provides reusable, non-invasive connectivity with packaged software (e.g., ERP, third-party best-of-breed) and custom legacy systems enabled by reliable, event-driven messaging. Application Connectivity Prebuilt adapters to packaged applications, technology and custom adapter development kits The Transformation and Formatting layer is responsible for the conversion of data and message content and syntax to reconcile the differences between data from multiple heterogeneous systems and data sources. This layer is responsible for maintaining the information structure of the messages passed between systems and their meaning in a format that can be comprehended by another application. Translation and Formatting Message and data transformation and formatting The Communications Middleware component provides the architecture that implements various messaging models and route messages according message content and context. These services provide the connection among disparate resources, as well as security, queuing, and the functionality to reconcile network protocol differences. Communications Middleware Communications middleware and message routing

40. Inter-enterprise integration Convergence of eAI and B2B • The business case for a new web-application is greatly enhanced if the new application can be integrated into an overall distributed application architecture • eCommerce integration involves establishing connectivity between an enterprise’s front-end, web-based sales engine and its back-office systems This kind of integration work is primarily intra-enterprise • Inter-enterprise integration is externally focused and requires that an enterprise’s systems be connected with those of its business partners

41. EDI Application to Application (A2A) Business to Business (B2B) Business to Consumer (B2C) Product Segmentation: Integration “Type” Each vendor initially focused on a specific integration area and has been expanding their capabilities into the other integration spaces CrossWorlds InitialOffering Extricity IBM Mercator NEON Evolved Capabilities Tibco SeeBeyond Sterling Commerce Viewlocity Vitria webMethods* *webMethods acquired Active to round-out their B2B-only offering.Active’s focus was only on A2A.

42. Market Share % 14 12 Microsoft 12 7 5 5 45 Others eAI Vendors’ Capabilities Mapping of eAI vendors’ according to their capabilities Clients should typically consider vendors in this area most feature-rich, capable technologies Challengers Leaders IBM Ability To Execute Mercator Tibco Vitria Software AG NEON webMethods SeeBeyond BEA SAGA GEIS CrossWorlds Sopra Sun Healthcare.com Vignette Sungard Oracle Level 8 Fujitsu-Siemens Viewlocity Extricity Sterling Com. Candle Eclipsys/MSI Optio Sept, 2000 Niche Players Visionaries Completeness of Vision Source: Gartner Group Strategic Analysis Report, September 2000 – R-11-5113

43. Agenda Technical enablers Case 1 : a newspaper site (information) Case 2 : web banking site (transaction) Case 3 : life insurance site (servicing)

44. Business model Universal Level B2B Extranet • New virtual life insurance company, part of Royal Nederland (Allianz Group) • Virtual company concept: • Very few people working for the entity • All back offices activities have been outsourced to Accenture Insurance Services (ACIS): HRM, policy administration, finance, IT... • Brokers and banks are representing the distribution network • Key assets : • B2B extranet to larger Brokerage organizations • ACIS is available to other companies for outsourcing of their back office • Full STP (Straight-Through processing)

45. Services Insurance Administration Financial administration Reporting • Process application • Acceptance & policy printing • Alterations • Termination • Prolongation & investment • Commission calculation • Fund alterations • Primary process • Obliged reports: • Tax • Yearly reports • Actuarial reports • Debtor management • Creditor management • In-/Excasso • Consolidation • Chart of accounts mgt. Support New Business General • Service management • IT operations • IT applications mgt. • New products • New services • Legal changes • Management • Human Resources • Office management

46. Technical Architecture To speed up the interaction between ACIS and the intermediary parties, internet initiatives are being developed. In addition to the capability to access workflow management (CIA) and to deliver policy applications electronically (Policy Express), the brokersare given the opportunity to acquire policy quotations on-line. F I REWALL Web Client relation database Policyholder Web Case Management Reporting database CIA Exact C/S Unipas C/S Broker Policy Express Interface

47. Process Standard Acceptance Life insurance application process One of the key process characteristics of the application handling at ACIS, is the fact that standard applications in compliance with the UL medical criteria can be processed without interference from the UL Medical Acceptance department. This considerably speeds up the processing procedures. Case Management INSURANCE Follow-up open items Process & Issue Policy Policy • Initial check • Work Preparation Process Checklist Medical Acc. Collect Confirmation & final docs. Applic. Process Medical Acceptance Requirements Renew Policy Quotation Rejection Process Medical Acceptance Report Medical Advice UL / EXTERNALS Medical Examination Universal Leven Medical Acceptance (Royal) Intermediary Progress Notice Case Management

48. Workflow Management The Case Management system helps to keep track of the application status application, dealing with the parties involved in the process. In order to monitor the progress, it produces reports that measure the status against the agreed Service Level. C.M.: Application • Applicant Info: • Client data from UniPas • Policy Application Status: • Pipeline • Passing • Actual • Alteration • Rejected • New Quotation Info: • Mark-up percentage • Restrictions • Date new quotation • Date client approval C.M.: Medical Acceptance • Application Milestone Dates: • Application received • Progress notice • Letter of covering • Mortgage passing • Last document received • Issuing policy • Service Level benchmark • Medical Milestone Dates: • Medical checklist • Medical examination • Authorization • Medical report • Medical adviser

49. What is Workflow ? Workflow can be broken down into 3 concepts: • Workflow describes how work moves through an organisation, i.e. workflows are an organisation’s business processes and the rules that drive and control the processes. • Workflow Automation is the electronic modelling of these business processes, i.e. mapping process flows and capturing rules and business logic. • Workflow Management is the ability to maintain and manage work in an operational environment, i.e. monitor, revise, balance, re-route work. In summary: • “The action of electronically modelling business processes so that resources and tasks can be coordinated, monitored and revised to improve productivity”

50. The Role of Workflow Automation • Definition: The action of electronically modeling an entire business process, which can then be coordinated, monitored, and revised to improve productivity • “Workflow” can be: • Routed Paper • The Business Flows of Corporation X • A Systems Architecture Component/Service • A Function of a Package Solution (e.g. ERP) • A Workflow Management System • Functions: • Offer a tool set through which to MODEL entire business processes • Provide application services which automatically COORDINATE manual and automated process functions • Maintain extensive statistics from which to MONITOR process performance • Provide a flexible framework for management to dynamically REVISE business processes Process Management Functions 1] Route Building routes work items to the next required activity 2] Rules Building provides the intelligence for determining process paths for a work item, based on the process state and the outcome of previous tasks 3] Roles Management defines a user or a workgroup’s responsibilities and tasks in the process 4] Queue Management provides access and control of work queues or “in-baskets” 5] Monitor / Reporting