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International Conference on Business Process Management

BPM 2014: Business Process Management Workshops pp 429–439Cite as

Tagging Model for Enhancing Knowledge Transfer and Usage during Business Process Execution

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 202))

Abstract

Tagging mechanisms allow users to label content, which mainly resides in Internet resources or Web 2.0 social tools, with descriptive terms (without relying on a controlled vocabulary) for navigation, filtering, search and retrieval. The current paper presents two tagging models. The first combines structured, automatically generated metadata, with manually inserted unstructured tagging labels, to facilitate annotation of content that enhances knowledge transfer and usage; and embeds tagging capabilities within a business process model for activation during execution. The second describes a tagged knowledge cycle that allows process performers to create and tag their knowledge and experiences as the process is carried out, and have it transferred for use by an associated stakeholder. The benefits of the models are discussed in the context of service processes, using an illustrative scenario of an inbound telesales process workflow with embedded Web 2.0. social tools.

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Author information

Authors and Affiliations

  1. Department of Industrial Engineering and Management, Shenkar College of Engineering and Design, 12 Anna Frank Street, 52526, Ramat-Gan, Israel

    Reuven Karni & Meira Levy

Authors
  1. Reuven Karni
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  2. Meira Levy
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Corresponding author

Correspondence to Meira Levy .

Editor information

Editors and Affiliations

  1. IBM Research – Haifa, Haifa, Israel

    Fabiana Fournier

  2. Vienna University of Economics and Business, Vienna, Austria

    Jan Mendling

Appendix 1: Illustrative interactions between telesales process and Web 2.0

Appendix 1: Illustrative interactions between telesales process and Web 2.0

(a) Dealing with unfavorable decisions

Example 1: Order price exceeds credit limit (activity # 9 ⇨ activity # 23) (Fig. 3)

  • Post The customer was unaware that the item price had been raised. Maybe we should modify the process model to handle changes in product prices and also add a notification to the customer regarding the new prices.

  • Tags meta (decision, product, customer, urgent, marketing); free (price change, customer notification, credit limit)

Example 2: Order price unacceptable to customer (# 36 ⇨ # 23)

  • Post The “price convince” script is bad – it should be targeted on payment and not price. Why can’t I suggest an extended payment agreement to encourage the customer to accept our price?

  • Tags meta (decision, product, customer, not urgent, marketing); free (price, script, payment agreement)

Example 3: Delivery date unacceptable to customer (# 14 ⇨ # 37)

  • Post The item is very popular and the customer (retailer) has run out of stock. We should offer a fast delivery with a surcharge.

  • Tags meta (decision, product, customer, urgent, logistics); free (delivery, surcharge)

(b) Dealing with unusual occurrences

Example 4: The customer is a regular customer (# 3 ⇨ # 4)

  • Post 1 The customer complained that he waited too long for the call to be answered. We need to discuss new ways to reduce call wait time.

  • Tags 1 meta (action, customer, urgent, customer relations); free (call wait time, team social network)

  • Post 2 I always give a special extra greeting to a regular customer.

  • Tags 2 meta (action, customer, not urgent, customer relations); free (greeting, customer loyalty, team social network)

Example 5: The customer order is recorded (# 4)

  • Post 1 The customer spoke about our competitor’s product and said he hoped ours would be as good or better. In future it is worthwhile comparing our product with the competing products via the organization social network.

  • Tags 1 meta (action, product, customer, not urgent, marketing); free (competition, competitor specifics; competing product specifics)

  • Post 2 Can I offer some advice to the customer about using the item – especially a new product?

  • Tags 2 meta (action, product, customer, not urgent, marketing); free (product usage, product usage wiki, product promotion).

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Karni, R., Levy, M. (2015). Tagging Model for Enhancing Knowledge Transfer and Usage during Business Process Execution. In: Fournier, F., Mendling, J. (eds) Business Process Management Workshops. BPM 2014. Lecture Notes in Business Information Processing, vol 202. Springer, Cham. https://doi.org/10.1007/978-3-319-15895-2_36

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  • DOI: https://doi.org/10.1007/978-3-319-15895-2_36

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-15894-5

  • Online ISBN: 978-3-319-15895-2

  • eBook Packages: Computer ScienceComputer Science (R0)

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