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首页> 外文会议>2019 ACM/IEEE 14th International Conference on Global Software Engineering >Understanding Key Business Processes for Business Process Outsourcing Transition
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Understanding Key Business Processes for Business Process Outsourcing Transition

机译：了解关键业务流程以实现业务流程外包过渡

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摘要

Many organizations now outsource the operation of specific business processes to external service providers, which is referred to as BPO (Business Process Outsourcing). At a transition phase in BPO, the providers need a comprehensive and in-depth understanding of the target (outsourced) business domain. There are many types of the business processes. Most of them are often undocumented. A common way to discover business processes is shadowing (i.e., observing system operators' work). If providers observe all types of business processes, it is costly and time-consuming. An important part of the transition phase is to identify and understand the key business processes being outsourced. This can be costly and time-consuming, especially if shadowing is used. This report introduces an industrial case study of transition phase in BPO. In the case, we analyzed 1,960 records stored in the system related to the business processes for one year period system operation. Each record corresponds to one activity execution by a system operator of the business processes. We transformed the records into 152 distinct types of business processes and found 19 activities in all types of the processes. By evaluating the execution frequency of each type, we selected top four types as key business processes which include 10 activities which cover 96.8 % (1,898/1,960) of all activity executions. The key business processes were very helpful in comprehending the main characteristic of the target business domain in the transition phase.
机译：现在，许多组织将特定业务流程的操作外包给外部服务提供商，这被称为BPO（业务流程外包）。在BPO的过渡阶段，提供商需要全面了解目标（外包）业务领域。业务流程有很多类型。它们中的大多数通常是无证的。发现业务流程的一种常见方法是阴影（即观察系统操作员的工作）。如果提供者遵守所有类型的业务流程，则将是昂贵且费时的。过渡阶段的重要部分是确定和了解外包的关键业务流程。这可能既昂贵又耗时，特别是在使用阴影的情况下。本报告介绍了BPO过渡阶段的工业案例研究。在这种情况下，我们分析了系统中存储的1,960条与业务流程相关的记录，为期一年的系统运行情况。每条记录对应于系统操作员对业务流程执行的一项活动。我们将记录转换为152个不同类型的业务流程，并在所有类型的流程中发现了19个活动。通过评估每种类型的执行频率，我们选择了前四种类型作为关键业务流程，其中包括10个活动，这些活动覆盖所有活动执行的96.8％（1,898 / 1,960）。在过渡阶段，关键业务流程对于理解目标业务领域的主要特征非常有帮助。

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