Handling change requests after having successfully rolled out a software product completes the product life-cycle. Thus designing an efficient change request management process is nowadays an important topic that has to address several parameters like software characteristics, multiple actors, different change request stages and but also other developments
like highly distributed workplaces or actors working in different time zones. Taking these circumstances into account, this thesis suggests a framework to manage change requests through workflows to address the mentioned requirements and shows how it can be applied in business.
To give a theoretical foundation, change request management and workflow management are regarded showing their characteristics and their state-of-the-art. The close relation and the differences of these two terms is discussed as well. Using these findings a framework is suggested that handles change request management through workflows. The framework development follows a bottom-up approach: Starting from defining contents of changerequests and the change request life-cycle, the thesis continues with defining relations, actors and a release strategy. To find a suitable tool the market-relevant workflow-products are evaluated by pre-defined criteria in terms of their potential as change request management supporting software.
To see the applicableness of the provided framework, it is implemented in a practical example. The Robert Bosch (SEA) Pte Ltd in Singapore has
rolled out the internal softwareWorkON and now its product manager deals with change requests from customers from America, Europe and Asia and sets up own change requests for providers. Expert interviews and the evaluation of closed change requests show how change request management has been conducted so far, where gaps occur and how the developed framework resolves the gaps using one of the analysed products.
The outcome of this thesis is a framework for conducting change request management through workflows including its advantages and limitations. In addition to this theoretical approach the market analysis names potential products to implement the concept and the second part gives an example how the concept can be implemented in business.
Please note, no kickoff presentation due to thesis abroad.
|Bitzer, S. M. (1995). Workflow Reengineering: A Methodology for Business Process Reengineering with Workflow Management Technology. Non-Published Master's Thesis, Naval Postgraduate School, Monterey.|
| Deelman, E., Gannon, D., Shields, M., & Taylor, I. (2009). Workflows and e-Science: An overview of workflow system
features and capabilities. Future Generation Computer Systems, 25(5), 528–540. doi:10.1016/j.future.2008.06.012
| Duvall, P. M., Matyas, S., & Glover, A. (2007). Continuous integration: Improving software quality and reducing risk.
Addison-Wesley signature series. Upper Saddle River, NJ: Addison-Wesley.
|Estublier, J., & Garcia, S. (2006). Workflows and cooperative processes. In Q. Wang (Ed.), Lecture Notes in Computer
Science: Vol. 3966. Software process change. International Software Process Workshop and International Workshop on
Software Process Simulation and Modeling, SPW/ProSim 2006, Shanghai, China, May 20-21, 2006 : proceedings
(pp. 159–166). Berlin, New York: Springer. doi:10.1002/spip.330 2013-04-02.
| Goderis, A., Sattler, U., Lord, P., & Goble, C. (2005). Seven Bottlenecks to Workflow Reuse and Repurposing. In Y. Gil & E.
Motta (Eds.), Lecture Notes in Computer Science: Vol. 3729. The Semantic Web - ISWC 2005. Fourth International
Semantic Web Conference, ISWC 2005, Galway, Ireland, November 6-10, 2005 : proceedings (pp. 323–337). Berlin,
New York: Springer. doi:10.1007/11574620_25 2004-04-02.
|Hollingsworth, D. (Ed.) 2004. The workflow reference model: 10 years on. Technical Committee Chair of WfMC: Fujitsu
| Hollingsworth, D., & Hampshire, U. K. (1993). Workflow management coalition the workflow reference model. Workflow
Management Coalition, 68.
| Jeffery, R. (2006). Exploring the business process-software process relationship. In Q. Wang (Ed.), Lecture Notes in
Computer Science: Vol. 3966. Software process change. International Software Process Workshop and International
Workshop on Software Process Simulation and Modeling, SPW/ProSim 2006, Shanghai, China, May 20-21, 2006 :
proceedings (pp. 11–14). Berlin, New York: Springer. doi:10.1007/11754305_2 2014-04-02.
|Liu, X. (2012). The design of cloud workflow systems. Springerbriefs in computer science. New York, NY: Springer.|
| Mentzas, G., Halaris, C., & Kavadias, S. (2001). Modelling business processes with workflow systems: an evaluation of
alternative approaches. International Journal of Information Management, 21(2), 123–135. doi:10.1016/S0268-
| Miller, A. (2008). A Hundred Days of Continuous Integration. In G. Melnik, P. Kruchten, & M. Poppendieck (Eds.), Agile
2008. AGILE '08. Conference (pp. 289–293). Los Alamitos, Calif: IEEE.Compurter Society. doi:10.1109/Agile.2008.8 .
|Müller, J. (2005). Workflow-Based Integration: Grundlagen, Technologien, Management. Xpert.press. Berlin: Springer.|
| Reijers, H. (2003). Design and Control of Workflow Processes. Lecture Notes in Computer Science: Vol. 2617. Berlin,