TY - JOUR
T1 - Multi-level Team Assignment in Social Business Processes
T2 - An Algorithm and Simulation Study
AU - Liu, Rong
AU - Kumar, Akhil
AU - Lee, Juhnyoung
N1 - Publisher Copyright:
© 2021, The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature.
PY - 2022/12
Y1 - 2022/12
N2 - Business Process Management (BPM) systems usually neglect the human and social aspects (or team effects) involved in business process execution. Our work fills a large gap in literature by addressing multi-level teams that arise in business processes where teams are formed at both the task and process levels. In this paper, we develop a methodology called BPMTeams based on social network analysis for building an execution model for a social BPM. This model is used to make resource assignments to form dynamic teams that perform various team-based activities in a process. We further develop various resource assignment strategies and evaluate them using parameters estimated from a real data set in the IT incident management domain to understand how team effects play out in social business processes. The overall team effect in a process is analyzed at two levels: as a task team effect where the synergistic role of a team in a specific task is realized; and a process team effect that arises from inter-team synergies across the individual task teams in a process. The results offer some balanced insights for the interplay of these effects by highlighting the benefits and disadvantages of teams selected by a purely data-driven approach.
AB - Business Process Management (BPM) systems usually neglect the human and social aspects (or team effects) involved in business process execution. Our work fills a large gap in literature by addressing multi-level teams that arise in business processes where teams are formed at both the task and process levels. In this paper, we develop a methodology called BPMTeams based on social network analysis for building an execution model for a social BPM. This model is used to make resource assignments to form dynamic teams that perform various team-based activities in a process. We further develop various resource assignment strategies and evaluate them using parameters estimated from a real data set in the IT incident management domain to understand how team effects play out in social business processes. The overall team effect in a process is analyzed at two levels: as a task team effect where the synergistic role of a team in a specific task is realized; and a process team effect that arises from inter-team synergies across the individual task teams in a process. The results offer some balanced insights for the interplay of these effects by highlighting the benefits and disadvantages of teams selected by a purely data-driven approach.
KW - Data-driven approach
KW - Incident resolution
KW - Process team effect
KW - Resource assignment
KW - Social BPM
KW - Social business process
KW - Social network metrics
KW - Socio-technical network
KW - Task team effect
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U2 - 10.1007/s10796-021-10211-y
DO - 10.1007/s10796-021-10211-y
M3 - Article
AN - SCOPUS:85118301460
SN - 1387-3326
VL - 24
SP - 1949
EP - 1969
JO - Information Systems Frontiers
JF - Information Systems Frontiers
IS - 6
ER -