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Präskriptive Entscheidungsunterstützung für wissensintensive Geschäftsprozesse

Prescriptive Decision Support for Knowledge-Intensive Business Processes

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Zusammenfassung

Die Unterstützung wissensintensiver Geschäftsprozesse gewinnt in Unternehmen eine zunehmende Bedeutung. Wissensintensive Prozesse sind daten- und zielgetrieben, oft schwach strukturiert und in ihrer Ausführung von Fall zu Fall individuell. Sie unterscheiden sich dadurch von stark strukturierten, stets wiederholbaren Routineprozessen. In Abhängigkeit von Prognosen und aktuellen Kontextinformationen muss der Wissensarbeiter (engl. Knowledge Worker) über Folgeaktivitäten und/oder die Art der Durchführung einzelner Aktivitäten entscheiden. Dabei kann er durch Verfahren unterstützt werden, die auf präskriptiver Analytik (engl. Prescriptive Analytics) basieren. Diese ermitteln aus Vorhersagen und aktuellen Kontextinformationen geeignete Handlungsempfehlungen. In diesem Beitrag werden präskriptive Verfahren vorgestellt, die unter Heranziehung von linearen Optimierungsmodellen und Einflussdiagrammen (engl. Influence Diagrams, Decision Networks) optimierte Handlungsempfehlungen für Entscheidungssituationen im Kontext wissensintensiver Geschäftsprozesse ermöglichen.

Abstract

The support of knowledge-intensive business processes is gaining increasing relevance in the industry. This type of processes is data and goal driven, weakly structured and almost not exactly repeatable. By this, knowledge-intensive processes are distinguished from well structured, repeatable routine processes. In knowledge-intensive business processes, knowledge workers have to decide on next-step activities as well as on execution details of the current task, depending on forecasts and current context information. In this article, we show how decision making in knowledge-intensive business processes can be supported by methods based on prescriptive analytics. By using linear optimization models and influence diagrams (decision networks) these methods provide optimized recommendations for knowledge worker’s decisions.

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Authors and Affiliations

  1. Fachbereich Informatik, Hochschule Bonn-Rhein-Sieg, Grantham-Allee 20, 53757, Sankt Augustin, Deutschland

    Andreas van Helden, Rüdiger Buck-Emden & Sascha Alda

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  1. Andreas van Helden
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  2. Rüdiger Buck-Emden
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  3. Sascha Alda
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Correspondence to Andreas van Helden.

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van Helden, A., Buck-Emden, R. & Alda, S. Präskriptive Entscheidungsunterstützung für wissensintensive Geschäftsprozesse. HMD 55, 197–222 (2018). https://doi.org/10.1365/s40702-017-0361-y

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