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Data storage requirements (volume)

Tolerance for delay in service response

Seasonal variations in activity

Print documents and images

Mailing of documents using third-party systems

Processtransactions with wireless mobile device

Email using wireless device

Access work systems during domestic travel

Access work systems during overseas travel

Table 5.8 Codifying patterns of business activity

Each PBA has to be substantially different from another PBA in order to be coded with a unique reference. Codifying patterns helps multidimensional analysis, using criteria such as likeness and nearness. This provides efficiency and robustness in developing a catalogue of patterns with simplification and standardization to reduce the number of patterns, make analysis easier, and avoid complicated solutions.

User profiles (UP) are based on roles and responsibilities within organizations for people, and functions and operations for processes and applications. As suggested earlier, business processes and applications are treated as users in many business contexts. Many processes are not actively executed or controlled by staff or personnel. Process automation allows for processes to consume services on their own. Processes and applications can have user profiles. Whether they should is a matter of judgment.

Each UP can be associated with one or more PBA (Table 5.9). This allows aggregations and relations between diverse PBS connected by the interactions between their respective UPs. User profiles (UP) are constructed using one ore more predefined PBA. They are also under changecontrol. UPs represent patterns that are persistent and correlated.

User profile

Applicable pattern of business activity (PBA)

PBA code

Senior executive

(UP1)

Moderate travel-domestic and overseas; highly sensitive information; zero latency on service requests; high need for technical assistance; need to be highly available to the business

45F

45A

35D

Highly mobile executive

(UP2)

Extensive travel-domestic and overseas; sensitive information; low latency on service requests; moderate need for technical assistance; high customer contact; need to be highly available to customers

45A

35D

22A

Office-based staff

(UP3)

Office-based administrative staff; low travel-domestic; medium latency on service requests; low need for technical assistance; full-featured desktop needs; moderate customer contact; high volume of paperwork; need to be highly productive during work hours

22A

14B

Payment processing system

(UP4)

Business system; high volume; transaction-based; high security needs; low latency on service requests; low seasonal variation; mailing of documents by postal service; automatic customer notification; under regulatory compliance; need for low unit costs; need to be highly secure and transparent (auditcontrol)

12F

Customer assistance process

(UP5)

Business process; moderate volume; transaction-based; moderate security needs; very low latency on service requests; medium seasonal variation; mailing of replacement parts by express; automatic customer notification; need to be highly responsive to customers