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This blog is currently addressing business processes, human workflows, etc. However, at the very bottom of this page appears my bibliography [partial] with prior articles on topics like cost benefit analysis, six sigma, service level agreements, etc
To reconcile these two, sometimes opposed approaches to system design, I recommend the following talk (in a one-hour video) by John Seddon, an occupational psychologist. Just click on the image below to watch his January 03, 2010 presentation.
In the course of his talk, Seddon refers to the 2008 Wiley book
Customer service, often a human task, they assert, is only needed when an organization does something wrong -- eliminating the need for service is the best way to satisfy customers. To be successful, organizations need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand.
You decide!
A system that includes new and old technologies -- partially represented by the use case diagram shown below -- will be the subject of upcoming posts. Interoperability -- technical and semantic -- using open, standard protocols will be my focus.
{double click for larger view}
For anyone not familiar with use case diagrams, here's a link to an easy-to-follow introduction to using them and another link to the Wikipedia entry for use case diagrams.
The discussion of technical interoperability will include, but not be limited to, whether to employ Web services with BPEL or ESB (or both) and business activity monitoring (BAM) tools.
The discussion of semantic interoperability will include, but not be limited to, whether to employ HL7 version 3 messages or CDA documents (or both).
Other topics such as service level agreements (SLA), key performance indicators (KPI), telemetry, and telemedicine will be included.
