Working with the WorkCentered Analysis Framework

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Working with the Work-Centered AnalysisFramework
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Elements of the Work-Centered Analysis (WCA)
Framework

• The internal or external customers of the
  business process
• The products (or services) generated by the
  business process.
• The steps in the business process.
• The participants in the business process.
• The information the business process uses or
  creates.
• The technology the business process uses.

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WCA Framework
CUSTOMERS
PRODUCTS
BUSINESS PROCESS
PARTICIPANTS
INFORMATION
TECHNOLOGY
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The WCA Framework

• The WCA framework implies that although people
  sometimes speak of computers as systems, the
  system business professionals should focus on is
  the system performing the work.
• The system performing the work is much broader
  than the technology. It includes the business
  processes, the participants, any information
  used, and any technology used.
• The links are two-way, implying that the elements
  should be in balance. Also, changes in one place
  may result in changes in other elements.

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WCA Elements
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WCA Elements
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Applying the WCA

• Automated Teller Machines
• Wal-Mart Point of Sale
• Amazon.com

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Citibank ATMs

• ATM Automated Teller Machine.
• Depositors perform common transactions at their
  convenience.
• Citibank implemented 500 machines in the New York
  metro area in the late 1970s - The Citi Never
  Sleeps.
• Citibank Market share went from 4.5 to 13
  from 1978 to 1987.
• Competition built NYCE.

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Citibank ATMs
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Walmart POS

• Walmart is worlds largest and most profitable
  retailer.
• Walmart culture built on obtaining the most
  current information about what customers want.
• Walmart invetsted 600 million over 5 years in
  IT. POS (Point of Sale) system avoids
  overstocking by learning what sells slowly.

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Walmart POS
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Amazon.Com
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Amazon.com On-line Commerce

• Innovations in information technology and
  telecommunications have led to radical changes in
  business processes.
• What has Amazon.com demonstrated?
• How does Amazon.com provide value for customers?
• Will on-line bookstores ultimately have a
  negative effect on city life by wiping out most
  smaller local bookstores other than those in
  niche locations such as vacation areas
• What are the elements of the WCA Framework?

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Amazon.com - A New Way to Shop for Books
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Amazon.com - A New Way to Shop for Books
CUSTOMER Person who purchases books Wholesalers
that supply the books Amazon.coms shipping
department
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Amazon.com - A New Way to Shop for Books
PRODUCT Information about books that might be
purchased Information describing each book
order Books that are eventually delivered
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Amazon.com - A New Way to Shop for Books

• BUSINESS PROCESS
• Major Steps
• Purchaser logs on to www.amazon.com
• Purchaser identifies desired book or gives search
  criteria
• Purchaser looks at book-related information and
  decides what to order
• Purchaser enters order
• Amazon.com orders book from wholesaler
• Wholesaler sends book to Amazon.com
• Shipping department packages order and sends it
  to the purchaser
• Rationale
• Instead of forcing book buyers to go to typical
  bookstores, permit them to use online access from
  home or from work.

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Amazon.com - A New Way to Shop for Books
PARTICIPANTS People interested in purchasing
books Order fulfillment department of
wholesaler Shipping department of Amazon.com
INFORMATION Orders for books Price and other
information about each book
TECHNOLOGY Personal computer used by
purchaser Computers and networks used by
Amazon.com for order processing
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Competition in the College Bookstore Market
Competition in the College Bookstore Market
http//booksmart.stanford.edu
http//www.vivasmart.com/scripts/textbooks