Using ARIS for Process Standardization in DHL ... - Software AG
Using ARIS for Process Standardization in DHL ... - Software AG
Using ARIS for Process Standardization in DHL ... - Software AG
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<strong>Us<strong>in</strong>g</strong> <strong>ARIS</strong> <strong>for</strong> <strong>Process</strong> <strong>Standardization</strong> <strong>in</strong> <strong>DHL</strong><br />
Global Forward<strong>in</strong>g<br />
Dr. Jürgen Jung, <strong>DHL</strong> Global Forward<strong>in</strong>g<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Agenda<br />
Deutsche Post <strong>DHL</strong> – Group and Brand <strong>DHL</strong><br />
Context, Approach and Concepts<br />
Challenges and Lessons Learned<br />
Summary<br />
2 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
We Are One Company With Two Strong Pillars<br />
The postal service<br />
<strong>for</strong> Germany<br />
The logistics company<br />
<strong>for</strong> the world<br />
3 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Group Structure 2012<br />
Mail Global Forward<strong>in</strong>g, Freight Supply Cha<strong>in</strong> Express<br />
• Delivers more than 64 mn<br />
letters and 3 mn parcels to<br />
more than 40mn house-holds <strong>in</strong><br />
Germany<br />
• Over 20,000 retail outlets and<br />
po<strong>in</strong>ts of sale<br />
• 82 mail and 33 parcel centers<br />
<strong>in</strong> Germany<br />
• <strong>DHL</strong> Global Mail largest<br />
network <strong>for</strong> mail distribution<br />
worldwide<br />
• Global market leader <strong>in</strong><br />
airfreight and among top two<br />
lead<strong>in</strong>g ocean freight services<br />
• Specialist <strong>in</strong> <strong>in</strong>dustrial projects<br />
and end to end transport<br />
management solutions<br />
• One of Europe’s lead<strong>in</strong>g road<br />
freight <strong>for</strong>warders<br />
• More than 850 branches <strong>in</strong><br />
Global Forward<strong>in</strong>g<br />
• More than 160 branches <strong>in</strong><br />
Freight<br />
• Strong customer base (>50% of<br />
Forbes 500)<br />
• Global market leader <strong>in</strong><br />
contract logistics with 7.8%<br />
global market share<br />
• ~23mn square metres of<br />
warehouse space<br />
• 2,400 logistics centers,<br />
warehouses and term<strong>in</strong>als<br />
• Lead<strong>in</strong>g provider<br />
of corporate <strong>in</strong><strong>for</strong>mation<br />
solutions worldwide<br />
• Strong customer base built on<br />
long-last<strong>in</strong>g partnerships<br />
• Market leader <strong>in</strong> the <strong>in</strong>ternational<br />
time-def<strong>in</strong>ite express<br />
market <strong>in</strong> all regions outside<br />
the Americas<br />
• Presence <strong>in</strong> more than<br />
220 countries and territories<br />
• 36,750 service po<strong>in</strong>ts<br />
• 31,500 vehicles<br />
• 3 ma<strong>in</strong> global hubs<br />
4 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
<strong>DHL</strong> – Products, Services and Solutions<br />
Global Forward<strong>in</strong>g, Freight Supply Cha<strong>in</strong> Express<br />
Airfreight and<br />
Ocean Freight Services<br />
Europe-wide<br />
Transportation<br />
Contract Logistics<br />
and Industry Solutions<br />
Export, Import<br />
and Domestic Products<br />
• Airfreight<br />
• Ocean Freight<br />
• Multimodal<br />
• International Supply Cha<strong>in</strong><br />
• Industrial Projects<br />
• Customs Brokerage<br />
• Transport Control Towers<br />
• Lead Logistics Provider<br />
• Niche (high value, fashion,<br />
perishables and motor sport)<br />
Flexible and customized<br />
road and <strong>in</strong>termodal transportation<br />
network<br />
• Groupage<br />
• Part Loads<br />
• Full Loads<br />
• Rail Transportation<br />
• Customs Services<br />
• Trade Fairs and Events<br />
Supply Cha<strong>in</strong> Solutions<br />
• Warehous<strong>in</strong>g<br />
• Distribution<br />
• Managed Transport Service<br />
• Value Added Services<br />
(e.g. packag<strong>in</strong>g, technical<br />
services, procurement)<br />
In<strong>for</strong>mation Solutions<br />
• Market<strong>in</strong>g Solutions<br />
• Correspondence Management<br />
• Office Document Solutions<br />
Time Def<strong>in</strong>ite<br />
• <strong>DHL</strong> EXPRESS 9.00, 10.30, 12.00<br />
• <strong>DHL</strong> EXPRESS WORLDWIDE<br />
• <strong>DHL</strong> EXPRESS ENVELOPE<br />
• <strong>DHL</strong> EXPRESS EASY<br />
Same Day<br />
• <strong>DHL</strong> SAME DAY<br />
Day Def<strong>in</strong>ite<br />
• <strong>DHL</strong> ECONOMY SELECT<br />
Plus additional Services (e.g.<br />
Global Trade Services) and<br />
Solutions (e.g. <strong>DHL</strong> MEDICAL<br />
EXPRESS)<br />
5 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
<strong>DHL</strong> Global Forward<strong>in</strong>g, Freight – Coverage<br />
Americas<br />
• ~8,200 employees<br />
• 18 countries<br />
• 294 locations<br />
(offices + operational sites)<br />
• 22 highly secured locations<br />
EMEA<br />
• ~10,800 employees<br />
• 62 countries<br />
• 450 locations<br />
(offices + operational sites)<br />
• 30 highly secured locations<br />
Freight (Only Europe)<br />
• ~11,000 employees<br />
• 50 countries<br />
• 359 locations<br />
(offices + operational sites)<br />
• 62 highly secured locations<br />
Asia-Pacific<br />
• ~11,000 employees<br />
• 20 countries<br />
• 314 locations<br />
(offices + operational<br />
sites)<br />
• 26 highly secured locations<br />
6 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
<strong>DHL</strong> Global Forward<strong>in</strong>g – Insight<br />
• World’s No. 1 <strong>in</strong> air freight and No. 2 <strong>in</strong> ocean freight<br />
• Presence <strong>in</strong> more than 150 countries and territories<br />
• Approx. 30,000 employees worldwide<br />
• 850 term<strong>in</strong>als, warehouses and offices<br />
• Air freight volume 1) 2012: approx. 2,327,000<br />
• Ocean freight volume 2) 2012 approx. 2,840,000<br />
• Services and products:<br />
– Air freight<br />
– Ocean freight<br />
– Industrial projects<br />
– International Supply Cha<strong>in</strong> Management<br />
– Customs brokerage<br />
– Cargo Insurance<br />
1) export tons; 2) <strong>in</strong> TEU’s (Twenty Foot Equivalent Unit)<br />
7 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Agenda<br />
Deutsche Post <strong>DHL</strong> – Group and Brand <strong>DHL</strong><br />
Context, Approach and Concepts<br />
Challenges and Lessons Learned<br />
Summary<br />
8 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Context<br />
The „NEW FORWARDING ENVIRONMENT“ Program makes sure that we<br />
stay on track and <strong>in</strong>crease our pace to w<strong>in</strong> the race!<br />
NFE is a bus<strong>in</strong>ess and IT trans<strong>for</strong>mation which <strong>in</strong>troduces a new bus<strong>in</strong>ess model and replaces the<br />
<strong>for</strong>mer IT operat<strong>in</strong>g systems<br />
Bus<strong>in</strong>ess trans<strong>for</strong>mation<br />
Bus<strong>in</strong>ess objective:<br />
• NFE will <strong>in</strong>troduce improved processes that<br />
satisfy our customers needs and support our<br />
daily work <strong>in</strong>clud<strong>in</strong>g:<br />
– Greater visibility of shipments<br />
– Provid<strong>in</strong>g a standard product catalogue<br />
– Increas<strong>in</strong>g focus on the customer<br />
– Global alignment of our bus<strong>in</strong>ess<br />
IT trans<strong>for</strong>mation<br />
IT objective:<br />
• NFE will implement a new operat<strong>in</strong>g IT system<br />
to<br />
– Support our bus<strong>in</strong>ess requirements<br />
– Allow <strong>for</strong> greater flexibility <strong>in</strong> deal<strong>in</strong>g with<br />
the customer<br />
– Increase the level of automation, visibility<br />
and control<br />
9 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
High-level Approach<br />
Project<br />
Preparation<br />
• Create project<br />
plan and org.<br />
structure<br />
• Def<strong>in</strong>e model<strong>in</strong>g<br />
methodology<br />
• Prepare high-level<br />
processes<br />
• Team onboard<strong>in</strong>g<br />
To-be vision<br />
development<br />
• Identification of as-is<br />
pa<strong>in</strong> po<strong>in</strong>ts<br />
• Distributed def<strong>in</strong>ition<br />
of to-be processes and<br />
<strong>in</strong>novators<br />
• Development of<br />
bus<strong>in</strong>ess object model<br />
• Identification of<br />
bus<strong>in</strong>ess requirements<br />
Dedicated process<br />
teams<br />
Ref<strong>in</strong>ement and SAP<br />
customization<br />
• Detailed process<br />
def<strong>in</strong>ition<br />
• Design of to-be<br />
organization<br />
• Identification of<br />
system requirements<br />
• Customization based<br />
on SAP Ascendant<br />
Method<br />
Shared with bus<strong>in</strong>ess<br />
and System Integrator<br />
10 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
CostCenre<br />
Name<br />
Description<br />
Status<br />
Owner<br />
CostTypes<br />
EqualAllocation<br />
CostcenterType<br />
StartDate<br />
EndDate<br />
ERPCostCenterID<br />
ERPInstanceID<br />
OrgaUnit<br />
Name<br />
Description<br />
Status<br />
ShortName<br />
Contact<br />
isExternal<br />
Cost<br />
Instguid<br />
Scenarioid<br />
Monetaryunit<br />
Money<br />
Objectid<br />
Costtypeid<br />
Costcenterid<br />
Type<br />
Costobject<br />
Role<br />
Name<br />
Description<br />
RoleType<br />
Object<br />
Responsible<br />
CostType<br />
Name<br />
Description<br />
Bus<strong>in</strong>ess<strong>Process</strong><br />
Name<br />
Description<br />
Status<br />
ShortName<br />
LevelID<br />
Version<br />
Doma<strong>in</strong><br />
Application<br />
Name<br />
Description<br />
Status<br />
ShortName<br />
ICT Objekt<br />
Version<br />
StratDate<br />
EndDate<br />
Variant<br />
ObjectState<br />
Doma<strong>in</strong><br />
Component<br />
Name<br />
Description<br />
Status<br />
Vendor<br />
Version<br />
ICTObject<br />
ShortName<br />
StartDate<br />
EndDate<br />
ObjectState<br />
Type<br />
Services<br />
Technologies<br />
Doma<strong>in</strong><br />
Stack<br />
Name<br />
Description<br />
Status<br />
ObjectState<br />
StartDate<br />
EndDate<br />
Deployment<br />
Name<br />
Description<br />
Status<br />
StartDate<br />
EndDate<br />
ObjectState<br />
Device<br />
Name<br />
Description<br />
Status<br />
Version<br />
Location<br />
ShortName<br />
StartDate<br />
EndDate<br />
ICTObject<br />
ObjectState<br />
IsPhysical<br />
Cluster<br />
DeviceType<br />
Motivation <strong>for</strong> standardized Model<strong>in</strong>g Approach<br />
People usually got their own cultural, political or professional background so that<br />
they often appear to speak different languages. This may hamper communication<br />
even if the people work <strong>in</strong> the same area.<br />
11 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Bus<strong>in</strong>ess <strong>Process</strong> Models as a Common Language<br />
Bus<strong>in</strong>ess process models are a well-established abstraction <strong>for</strong> different<br />
participants and can there<strong>for</strong>e help to resolve language barriers.<br />
12 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Approach: Four-level <strong>Process</strong> Decomposition<br />
Level 1: End-to-end processes<br />
E2E<br />
Level 2: VAC<br />
Predef<strong>in</strong>ed<br />
dur<strong>in</strong>g<br />
preparation<br />
Level 3: VAC<br />
Level 4: EPC<br />
13 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Approach: E2E <strong>Process</strong>es <strong>for</strong> <strong>Process</strong> Def<strong>in</strong>ition<br />
Customer<br />
Need<br />
Bus<strong>in</strong>ess<br />
Object<br />
Fulfillment of<br />
Customer<br />
Need <br />
The notion of an end-to-end process facilitates bus<strong>in</strong>ess process model<strong>in</strong>g by<br />
• def<strong>in</strong><strong>in</strong>g the process accord<strong>in</strong>g to a customer-to-customer view<br />
• focus<strong>in</strong>g on the flow of a s<strong>in</strong>gle bus<strong>in</strong>ess object from start to end<br />
• offer<strong>in</strong>g a cross-functional view on bus<strong>in</strong>ess processes<br />
Examples<br />
• Contact-to-Contract (C2C)<br />
• Order-to-Cash (O2C)<br />
14 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Approach: Example E2E processes<br />
Contact-to-Contract<br />
Order-to-Cash<br />
Requirement-to-Pay<br />
Pickup-to-Delivery<br />
Market<strong>in</strong>g & Sales<br />
Order Management<br />
Procurement<br />
Operations<br />
15 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Agenda<br />
Deutsche Post <strong>DHL</strong> – Group and Brand <strong>DHL</strong><br />
Context, Approach and Concepts<br />
Challenges and Lessons Learned<br />
Summary<br />
16 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Levels of Abstraction – Examples<br />
End-to-end processes<br />
• Avoid redundancies<br />
• Clear E2E responsibility<br />
• Focused on bus<strong>in</strong>ess object<br />
Scenarios<br />
• Describe real world flows<br />
• Show flow across<br />
organizational units<br />
Contact-to-Contract<br />
Order-to-Cash<br />
Requirement-to-Pay<br />
Pickup-to-Delivery<br />
17 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Levels of Abstraction – Discussion<br />
E2E processes<br />
• Rather abstract with respect to<br />
process design<br />
• Focus on bus<strong>in</strong>ess object with clear<br />
customer-centric responsibility<br />
• Reduce redundancies with respect<br />
to process def<strong>in</strong>ition<br />
• Well-established <strong>in</strong> other area (e.g.<br />
Enterprise Architecture)<br />
• Proved helpful dur<strong>in</strong>g process<br />
design<br />
Scenarios<br />
• Very specific with respect to real world<br />
flows known by bus<strong>in</strong>ess people<br />
• Cover all data <strong>in</strong>volved across<br />
organisational units<br />
• Conta<strong>in</strong>s redundancies as similar steps<br />
are executed repeatedly<br />
• Suitable <strong>for</strong> discuss<strong>in</strong>g processes with<br />
bus<strong>in</strong>ess experts<br />
• Proved helpful dur<strong>in</strong>g test case<br />
def<strong>in</strong>ition<br />
18 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Role-based Alignment – Example<br />
Job Profiles:<br />
• JP-RTP-AA Purchase Manager<br />
Job Profile<br />
Bus<strong>in</strong>ess Roles:<br />
• BR-RTP-99 Purchase Requisition<br />
Creator<br />
• BR-RTP-74 Goods Receipt Creator<br />
Bus<strong>in</strong>ess Role<br />
Tasks/ Applications:<br />
Application<br />
Tasks<br />
Manual Tasks<br />
Interface Tasks<br />
• RTP Transaction code ME22….<br />
• RTP Task 21.2: Create Purchase<br />
Requisition<br />
Level 4 <strong>ARIS</strong><br />
process<br />
19 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Role-based Alignment – Discussion<br />
Benefits<br />
• Modular design generally fosters<br />
reuse and reduces redundancies<br />
• Reuse of tra<strong>in</strong><strong>in</strong>g modules <strong>for</strong><br />
different job profiles<br />
• Support <strong>for</strong> authorization if<br />
bus<strong>in</strong>ess roles are mapped to<br />
SAP authorization objects<br />
• Check <strong>for</strong> compliance once on<br />
bus<strong>in</strong>ess role level<br />
Drawbacks<br />
• Modular design only beneficial if<br />
supported by down-stream systems<br />
• Tra<strong>in</strong><strong>in</strong>g system has to support<br />
such modules<br />
• Not all SAP modules support<br />
authorization objects on bus<strong>in</strong>ess<br />
role level<br />
• Compliance check difficult because on a<br />
rather abstract level<br />
• Drives standardization of job<br />
profiles<br />
20 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Bus<strong>in</strong>ess Rules: Example<br />
21 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Bus<strong>in</strong>ess Rules: <strong>ARIS</strong> Conventions<br />
Function<br />
Bus<strong>in</strong>ess Rule<br />
Check Order <strong>for</strong><br />
Compliance<br />
Compliance Rule<br />
via URL<br />
BRF+<br />
Currently: Excel<br />
Target: BRF+<br />
22 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Bus<strong>in</strong>ess Rules – Discussion<br />
Benefits<br />
• Lightweight extension to process:<br />
Only rule header is stored <strong>in</strong> <strong>ARIS</strong><br />
• No redundancies as rules will be<br />
stored <strong>in</strong> BRF+ as decision tables<br />
• Excel offers simple way <strong>for</strong><br />
gather<strong>in</strong>g bus<strong>in</strong>ess rules with<br />
bus<strong>in</strong>ess users<br />
Drawbacks<br />
• Contents not <strong>in</strong> <strong>ARIS</strong><br />
• No relationship to objects <strong>in</strong> <strong>ARIS</strong><br />
(e.g. UML classes)<br />
• Separate access control<br />
• Not standard method<br />
• New symbol (<strong>for</strong> object type IT<br />
function) and semantic def<strong>in</strong>ition<br />
• Not supported by standard<br />
functionality<br />
23 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Test<strong>in</strong>g: Methodology Overview<br />
Task<br />
1 Generation of high level overarch<strong>in</strong>g bus<strong>in</strong>ess scenarios<br />
based on <strong>ARIS</strong> level-3 processes<br />
2 Provision of additional key aspects and jo<strong>in</strong>ed ref<strong>in</strong>ement<br />
and detail<strong>in</strong>g based on level-4<br />
3 Separation <strong>in</strong>to parts <strong>for</strong> e2e teams with def<strong>in</strong>ed<br />
handover po<strong>in</strong>ts (•), e.g., <strong>for</strong> data handover<br />
End product<br />
High level bus<strong>in</strong>ess scenario<br />
Detailed bus<strong>in</strong>ess scenario<br />
C2R T2C ... …<br />
4 Creation of connected <strong>in</strong>dividual test cases, each with<br />
def<strong>in</strong>ed <strong>in</strong>put and expected output based on level-4<br />
Input Output<br />
5 Execution of each test case and check<br />
<strong>for</strong> expected output<br />
….<br />
….<br />
24 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Test<strong>in</strong>g: High level scenario – Example<br />
25 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Test<strong>in</strong>g – Discussion<br />
Benefits<br />
• Test<strong>in</strong>g processes and not only the<br />
system<br />
• High-level scenarios are modeled <strong>in</strong><br />
<strong>ARIS</strong><br />
• Approach fosters …<br />
• Completeness<br />
• Traceability (requirements<br />
are derived from processes)<br />
• Only few redundancies as detailed<br />
scenarios and test cases are<br />
def<strong>in</strong>ed <strong>in</strong> HPQC<br />
Drawbacks<br />
• Contents only partially <strong>in</strong> <strong>ARIS</strong><br />
• No relationship of test cases to<br />
objects <strong>in</strong> <strong>ARIS</strong> (e.g. UML classes)<br />
• Separate access control<br />
• Manual updates <strong>in</strong> case of changes<br />
• Not standard method<br />
• Ef<strong>for</strong>t <strong>for</strong> describ<strong>in</strong>g details based on<br />
processes is tremendous<br />
26 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Model Ownership – Discussion<br />
• Relevance of to-be process models<br />
well accepted<br />
• Shared responsibility <strong>for</strong> all<br />
processes<br />
• Limited number of users to be<br />
tra<strong>in</strong>ed <strong>in</strong> <strong>ARIS</strong><br />
BUT<br />
Ownership with core team<br />
• <strong>Process</strong>es might not be accepted by<br />
bus<strong>in</strong>ess (need <strong>for</strong> strong sponsor)<br />
• Bus<strong>in</strong>ess expertise <strong>for</strong> def<strong>in</strong><strong>in</strong>g own tobe<br />
process<br />
BUT<br />
Ownership with bus<strong>in</strong>ess<br />
• Silo th<strong>in</strong>k<strong>in</strong>g as organizational units take<br />
over only their to-be process<br />
• Tendency <strong>for</strong> focuss<strong>in</strong>g on goal (SAP<br />
implementation) <strong>in</strong>stead of processes<br />
• Some people are not used to<br />
understand<strong>in</strong>g process models<br />
• “Eternal tra<strong>in</strong><strong>in</strong>g ef<strong>for</strong>t”<br />
27 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Agenda<br />
Deutsche Post <strong>DHL</strong> – Group and Brand <strong>DHL</strong><br />
Context, Approach and Concepts<br />
Challenges and Lessons Learned<br />
Summary<br />
28 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
Thank You <strong>for</strong> Your Interest and Time<br />
Dr. Jürgen Jung<br />
Head of Bus<strong>in</strong>ess Model<strong>in</strong>g<br />
Phone +49 228 182 19131<br />
Mobile +49 160 531 4352<br />
Mail<br />
juergen.jung@dhl.com<br />
<strong>DHL</strong> Global Forward<strong>in</strong>g<br />
Johanniterstr. 1<br />
53113 Bonn<br />
Germany<br />
29 |<br />
©2013 <strong>Software</strong> <strong>AG</strong>. All rights reserved.
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