Execution and Operational Performance Support (Case Management)

There is a separate problem area for process control in a process instance with many human decision points, uncertainties, possibilities for error and changes due to customer requirements. This is the case, for example, with production and logistics processes, but also with the onboarding of employees, customer complaints during order processing or credit checks. The term operational performance support describes the operational support of individual process instances during their execution. The aim is to support the instances during their processing (pre mortem) with largely automated help in real-time. This is implemented by assistance systems, intelligent algorithms or artificial intelligence based on real-time data. A logistic example showing the reaction occurrence of complex events is used to demonstrate the case-dependent processes. Statements that are very specific or refer to specific systems are marked in italics. Readers who are more interested in an overview can skip these parts without losing the content guide. The following figure establishes the connection to the lifecycle in Fig. 1.9.