Phase 4 – Process identification and optimization
Events as entities
Now it gets exciting. In Phase 4, the entity model, which previously only reflected relatively static entity types such as customers, employees, and resources, is expanded to include dynamic processes and occurrences – referred to as “events” – for example, “start of work,” “phone call,” “complaint,” “completion of a performance,” or “alarm triggered.”
Initially, this relies on the same approach of identifying entities and supplementing them with unique attributes.
However, these new entities now make reference to existing entities, and thereby establish a data connection between them. For example, an employee documents his arrival in a certain operating building with his access card at a fixed hour at the attendance time clock.
That adds time as another attribute – the key metric for real-time evaluations, predictive services, and retroactive statistics.
Individual processing rules – ticketing
To achieve the goal of “system independence,” real-time information processing must generically follow individualized processing rules. We have introduced the term “ticket” for this purpose.