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Method and System for Determining a Process Facilitator to Facilitate a Process Event

IP.com Disclosure Number: IPCOM000205611D
Publication Date: 2011-Mar-31
Document File: 4 page(s) / 54K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system for determining a process facilitator to facilitate a process event is disclosed. The method and system reduce the risk and complexity of service engagements as well as other service interactions by providing process actors with the context needed to coordinate timeframes, requirements, and people.

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Method and System for Determining a Process Facilitator to Facilitate a Process Event

Disclosed is a method and system for determining a process facilitator to facilitate a process event.

Typically, service processes have steps that require additional input, review, or approval before the process can continue. These steps are called process events. Process events can function as bottlenecks or anchor points causing delays and confusion for even service processes which are non-linear or non-waterfall. Thus, valuable time that could be spent co-creating value with the customer/stakeholder is wasted on process event management. Further, organizations or government agencies have rules or facilitation policies indicating who and under what conditions a process event can be resolved. These facilitation policies are updated continuously and must be known by a process actor to make appropriate decisions and not cause delays, violations, or audit exceptions. Therefore, there is a need for a process facilitator to provide process actors with the context needed to coordinate timeframes, requirements, and people in order to facilitate a process.

Process actors are responsible for managing a service engagement (a process) in terms of work, people, technology, and deliverables to a process receiver as illustrated in Fig. 1. In other words, a process actor is a person responsible for shepherding the process. A process receiver is a person receiving the result of the process and a process facilitator is a person providing support for the process event. For example, when the service process is an engagement, the process receiver is a customer.

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Figure 1

The information provided to a process actor may include roles, social networks, and timing with regards to a process event. Initially, a process actor is provided with information about the time context and social context associated with processes in order to choose process facilitators to satisfy a process event. The information may include a visual depiction of the time context combined with the social context. The time context is based on the time characteristics of people associated with the processes and on policies and other governance constraints associated with the processes. Also, the time context includes a combined time context of the people and the policies associated with the processes. The social context includes information about roles, duties,

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management chain, and social networks.

Using the above mentioned steps, the method and system provides visual representations associated with the service process, as well as social relationships and roles in order to give process actors a decision aid in planning.

Here, a visual decision support system is provided that allows the people who are responsible for a given process to choose the most effective process event facilitator. In an exemplary embodiment, a service pro...