EULE: Supporting Office Work Presented By: Abrar Adeel Brian Belonia Chintal Shah A Knowledge-Based Approach to Support Business Processes By: Ulrich Reimer, Andeas Margelisch, Martin Staudt

What is a Knowledge Based System? A system which is built around a knowledge base i.e. a collection of knowledge, taken from a human expert, and stored in such a way that the system can reason with it.

Why a Knowledge Based System? Our Case Company: Swiss Life The Insurance industry depends on complex, legal, and company-specific regulations to process contracts. Increase efficiency and quality of the office task performance due to increasing competition. Provide guidance and interactive support to office workers.

Swiss Life introduces EULE….

EULE Functionality Knowledge Representation AI Business Process Modeling Knowledge Management Encoding and Storing Of Knowledge Relevant legislation And Company regulations Encoding and Storing Of Knowledge

EULE: an AI System The system supports knowledge management and knowledge representation. The knowledge base encodes knowledge, which is crucial for the company. In addition, it helps to make it available to whomever and wherever needed.

EULEs Functionality (continued) Just-in-time knowledge delivery Adaptation All types of users are supported on EULE (e.g. Novice & Expert) Maintainability

So how does EULE work ?

Office Tasks There are a number of different types of tasks (e.g. surrender of a contract) Each task has a process description, which specifies how it should be done! Laws and company regulations require them to be performed properly.

EULE: Work Process Each process associated with an office task is visualized as a graph! Node: Activity ONE WHOLE TASK Condition That must be specified in order to move to the next activity. B A C D E B1B1

EULE: Work Process Although a user can browse other activities, he only works with those activities relevant to the task. User can request explanations for why he or she is performing an activity, which can be an underlying legislation or company regulation.

Office Task Process Descriptions HLL Distinguishes three different activities: working step, simple activity, and composite activity. Two predefined concepts of right and obligation

EULE: Work Process Node: Activity ONE WHOLE TASK Condition B A C D E B1B1 Simple ActivityComposite Activity Working Step

Implementation Four main components: HLL Complier EULE KBMS EULE Execution Controller EULE GUI

EULE Components CompilerCompiler ControllerController OutputDescriptions KBMSKBMS GUIGUI Datalog clauses

Impact of EULE As a part of an Organizational Memory System As an embedded part in a Business Process Framework

EULE – Organizational Memory System What is an Organizational Memory System? Active Role Passive Role How EULE fits in ? Electronic Performance Support System (Active Role)

EULE – Business Process Modeling Framework What is Business Process Modeling Framework ? How EULE fits in ? Process Description

Related Work Other systems comparable to the functionality of EULE Not detailed oriented Weakly structured workflows Study done August 1998

Conclusion Provides computer-based guidance and interactive support Relies on a knowledge representation language Productive in mid-1999 Continued working into all models activities at Swiss Life Future activities: Tool supports modeling and handle modeling themselves

Any Questions?