modeling, whereas the artifact-centric modeling in
ABO’s augments ‘procedural’ descriptions with the
power of object-oriented paradigms. Additionally,
time tested object-oriented design patterns can more
naturally be applied to design complex, adaptive
business processes and systems.
6 REAL LIFE VALIDATION
In Section 4, we described a relatively simple
business application to illustrate the ABO concepts
and programming model. However, we have
successfully applied the ABO design principles,
tools, patterns and techniques to real world customer
problems. Below is a partial list with brief
descriptions about the business problem and the
ABO design choices.
The first customer provides IT outsourcing
services to Small and Medium Businesses. The end
to end business processes cover SOW, Quote, Order,
Installation, Invoicing, Parts management and
Supplier management. The process was designed
with 8 communicating ABOs,
Customer, is used to manage customer related
data and their business status – live, inactive etc.
Engagement, is a primary artifact that provides a
container for the master contract – the components
required for each site, the tasks and work breakdown
structures assigned to the individual service
providers and parts needed for each task. This ABO
also interfaces with a content management system
that stores the electronic copy of the master contract.
Parts Catalog, manages the parts data.
Schedule, is the other primary artifact that
handles the execution of the order from its inception
till installation is completed at every site. Its
lifecycle models problem resolution, coordinating
amongst the different tasks, supporting customer and
vendor interactions and ensuring the timeliness of
the order execution. Some of the lifecycle states are,
Pending, Plan, InInstallStart, Live, Exception,
InResolution, CustomerAccepted, Complete etc.
Services Catalog, manages the service provider
(vendor) data and the services they provide.
Site Profile manages information about the
installation sites.
Statement of Work (SOW), the live document
transacted between with the customer to negotiation
and settle on the cost, schedules and milestones.
Task, a primary artifact that manages the
execution of a single task. It communicates with the
Schedule ABO at different points in its lifecycle to
resolve problems and at the end signaling its
completion. Some of the lifecycle states are Live,
Rejected, Accepted, Reschedule, Exception,
Completed etc.
The second customer is a premier Auto Services
& Retail shop. The business process involves
managing their Service Work Order process from
appointment handling and scheduling, handling car
drop-offs, pricing, technician assignment and real
time line item level execution visibility. There
system is implemented around two main ABOs,
Service Transaction, manages the overall service
work order lifecycle and coordinates with individual
line item execution. Some of the lifecycle states are,
AppointmentScheduled, AppointmentConfirmed,
DroppedOff, Estimated, Purged, Hold,
ReadyForWork, Working, Complete,
ReadyForPickup, Delivered etc.
Line Item, manages the execution of a line item
from technician assignments, parts procurement,
customer authorization and relays status information
back to the Service Transaction as appropriate.
Some of the lifecycle states are,
HoldForAuhthorization, Unassigned, HoldForParts,
Assigned, Void, Working, Completed etc.
The third customer is one of the top Telecom
services providers. The business process provides
end to end Order Provisioning from Sales Support,
Ordering, Field Ops and Post Install. The Ordering
process has been implemented so far and consists of
4 ABOs,
Order, is the primary artifact and coordinates
amongst a number of workflows that do approvals,
site surveys and reviews. It moves into a
Provisioning state by creating and launching the
children ABOs and coordinates the concurrent
processing of individual parts of the Order. The
Order moves out of the Provisioning state when the
last of the order items have been provisioned. An
interesting use case is how the Order ABO reacts
appropriately to handle cancellation requests at
various stages of the provisioning process.
DSL, provisions the DSL service.
Long Distance, provisions the Long Distance
part of the provisioning. It has a dependency on
Local being provisioned first.
Local, provisions the Local service
7 RELATED WORK
This work builds on our earlier work on Adaptive
Documents (ADocs) (Nandi, P. et.al 2003). In
ADocs we proposed a programming model for
"business artifacts" that display state-dependent
behavior and its usefulness in implementing
complex business processes. The primary focus of
that work was to show the collaborative aspect of the
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