Episode 570: Business Improvement in Hotel Operation (Part 3)

Operation: Information Sharing to Multitasking Full-time Employees

"Overnight front desk work", "work related with Check-out in the morning", and "housekeeping on checked-out guest rooms"...

By visualizing internal information using Workflow, a full-time employee has become capable of various work operations. (Multitasking) That is, information that there was a complaint from a guest is shared with the morning front desk clerk from the night shift staff. And from the front desk clerk who deals with checking-out, information of "guest has checked out" is smoothly shared with housekeepers.

• Episode 568: Business Improvement in Hotel Operation (Part 1)
• Episode 569: Business Improvement in Hotel Operation (Part 2)

Consequently, full-time employees are now capable of joining works such as for "overnight front desk" or "guest room housekeeping", which used to tend to count on part-timers. And at the same time, phenomenon which part-timers to get "a chance to work as a full-time employment" has emerged. (as an unexpected by-effect)

<Example of work shift for full-timers>

• Earlies (7 hrs work, 1hr break)
• Lates (7 hrs work, 1hr break)
• Overnight (12 hrs work, 1 hr break, deemed as 2 days attendance)

Challenge: Idle Time Still Occurs

However, especially in the late night hours, "idle time" (waiting time) arises inevitably.

If a full-time employee actively participate in 'night shift', he or she ought to undertake 'something productive work' even in the late night hours. So, consulting with a BPM consultant, I decided to challenge "originating a stuff blog" this time. (I also have anxiety that my expectation for "degree of multi-skill" to employees might be too much.)

By the way, there was an opinion that it would be enough to carry out "patrolling work" inside the hotel building more frequently. However, demanding "frequency to unnecessary" can not be said to be "productivity improvement". I suppose that safety is adequately guaranteed by "periodical patrol" already conducted

[Blog Write-Post]

Episode 544: Easy Management of Mailing List by Cooperating with Google Group (2)

This article has the improved version.

Management of mailing list

In the previous article, I introduced you a Business Process Definition of a Workflow in which (email address of) "newsletter subscribers" are added to "Google Group" automatically. (Task of corresponding to information material request.)

That was a mechanism by which one email address to be added to "one mailing list" automatically.

However, when you look around mailing lists inside your company, (even though it is on a downward trend due to the spread of so-called "chat tool") you will find various in-house mailing lists are used on a daily basis in many tasks, such as "Directive of the business policy", "Sharing information that should be limited within a department" and "Receiving system alerts".

Therefore, regarding management of mailing lists, it might be more cases where you want to add an email address to all of the "multiple mailing lists" at once.

Bulk registration to multiple Google Groups

The following Business Process Definition is "flow for new account request".

If there is a "new account request" from within the company, the IT system department will make necessary system settings such as "issue new account" and "modify LDAP setting".

What noteworthy is that the Step for addition and deletion in "multiple mailing lists" is automated. (automatization of Step)

That is, when an Issue reaches the Step of [Add Group Member] or [Delete Group Member], the Workflow system will send a request for addition / deletion (OAuth2). This means that, concerning a task of "addition / deletion in mailing list", the person in IT system department in charge is required only to confirm if selection is correct: "Google Group to be added to" (Checkbox) and "Google Group to be deleted from" (Checkbox). So the personnel in charge no longer needs to access "G Suite" dashboard and edit the Group setting one by one. (Admin SDK Directory API v1)

[Account issuance - List registration]

Episode 543: Easy Management of Mailing List by Cooperating with Google Group

Information sharing by email

Mailing lists are useful.

It is used in many organizations on a daily basis, such as for "information sharing" within the organization or for "information announcement" to customers. However, there are not a few cases where "maintenance work" of the list is neglected.

• Delivering to people who should not receive the email (Information leakage?)
• Not delivered to people who should receive the email (Typical tragedy on newcomers?)

Such a kind of situation will be occurring all over the world.

Automatic addition of Subscriber

The following Business Process definition is "Information material request correspondence flow".

This Workflow will be initiated by request via Web by a customer. And, when the requested Issue reaches at the automatic Step "Add to Subscriber", the "customer's email address" will be automatically added to the mailing list (Google Group).

Such "automatization" of processing not only eliminates the trouble of the G Suite administrator accessing the management screen to manually copy the data, but also contributes to preventing troubles due to setting mistakes and time loss. Moreover, it realizes "Address addition history record" which was difficult by manual setting.

[Information Material Request Correspondence]

Episode 538: Analyzing Time Required for Translating 100 Characters in Japanese

Measuring working time on certain process

For example, when you want to measure the "time required for translation" in the translation process, you can consider a method that having "reporting (inputting)" actual working time" together with the"translation result".

However, in that method, it requires to have the workers to measure the actual work time in the means such as;

• Write down the start time
• Use old-fashioned stopwatch
• Use a stopwatch software to measure working time
• Use the "Stopwatch button" displayed on the screen of entering the translation

Such an act of "self-measuring and reporting working hours" must be a major effort.

* However, there are still advantages that it is possible to respond flexibly, such as temporarily stopping the measurement, when time to be excluded such as "coffee break" or "corresponding to interrupt work " occurs halfway.

The accuracy of the reported value

Also, "Inaccurate actual work time" may be reported as a result.

For example, the "work time" would be entered a little differently from the fact, if it is a system in which some incentive affects to make the "translation time" looks shorter (or longer) in terms of personnel evaluation and ability assessment.

Alternatively, if there are workers who are proud of their outcome of the work itself and have no interest in such as "translation time", we have to assume that 'perfunctory data' will be entered.

[Translation flow]

Episode 498: Variations of Data Processing at Automated Step (Part 5)

"Want to share translated document with the team..."

Indeed, "Share by Email" is not so bad. A translated sentences would be shared quickly with the team by a setting to send automatically to Team ML (Mailing List) upon completion of translating. Feedback about mistranslated or brushing up might be obtained.

However, it would not be happy that when a person who has received an email wants to reply, he or she must reply by email. Enterprise Social Networking is the mainstream for in-house information exchange, nowadays.


The Workflow definition below, it is devised to post to [OpenChat], which is an Enterprise Social Networking of Questetra, upon completion of translating. It allows co-workers to Like immediately on a High-quality translation.

[Translation Process-OpenChat Post]

Episode 497: Variations of Data Processing at Automated Step (Part 4)

• Instruction manual sentences that described in multiple language
• Manuscripts of Website (HTML)
• Source codes

A Creation flow for these drafts ought to be devised to record (not only "Number of characters", also) "Hash value" automatically.

A Hash value is a "Message digest". It is also referred to as "fingerprint". In short, it generates "32 of hexadecimal characters" (in the case of MD5 method) from any data instantly, allowing to validate data falsification of even a single character. (For more details, please see Wikipedia, etc.)

In the following workflow, [Auto-steps](Service Task) of "Hash generation (MD5)" and "Hash generation (SHA256)" have been arranged. Both of them will be available when you conduct feature expansion with [Addon XML]. (Questetra BPM Suite v11.1. Releasing in early September?)

[Translation Process-Hash Value]

Episode 496: Variations of Data Processing at Automated Step (Part 3)

I definitely want an Auto-step icon that is needed in this business!

Everybody who designs Business Processes (Modeling) tends to desire to automate various processing.

In version 11.1 of Cloud-based Workflow, "Questetra BPM Suite", which we are going to release at the end of August 2016, you will be able to use additional Auto-step icons. More specifically, your original auto-step icons will be available by; obtaining packaged "Add-on XML" and importing it as Additional feature file (Process Model file).

You will get these &#91;Add-on XML&#93; mostly by

• Downloading from Questetra's Website
• Provision from third-party

Whereas, it will be also capable of creating yourself, as you can guess from the words of "Add-on XML".

The following is the same "Translation Process" workflow that I have introduced you in the last post. And in which I made a substitution to &#91;Script Step&#93; with self-made &#91;Auto-Step&#93;.

[Translation Process-Add-on]

Platforming the Translation Workflow

Manuals, Press release, Website...

Translation job is born in various sections. Certainly, Outsourcing and Crowdsourcing could be the options for 'translation on common matters'. However, I would say, translation of sentences that are full of terminology should be done in-house. (Or else, you should concentrate on specific translation requestee.)

The following is a simple translating operation.

Notably, that it displays the sentences to be translated on the left side of 'two column layout', and the translation can be written in the Input field on the right side. Particularly for shorter manuscript, the translator will treat it quickly only with the Web browser. (The Spellchecker as browser plug-in would also be helpful.)

Also, it can be said it is very excellent that "the amount of work" (number of characters in the translation) is automatically measured, in addition to recording of basic Workflow information such as Who/ When.

[Translation flow]

Review and Share the Script for Data Editing on Workflow!

'Red pen' is the best way to review a draft by your subordinate?

Indeed, I feel good in writing my comments freely after printing out the draft onto paper, like

• This expression is unacceptable!
• These sentences are hard to understand!!
• More specifically about this!!!

In some cases, I would draw arrows or enclose the entire sentences... A red pen provides a good efficiency. (As long as paper can be handed, as I can supplement verbally, as it shouldn't be recorded...)

This 'function of a red pen'(?) probably corresponds to the "Review function" of a PC software. On "Microsoft Word", the reviewer writes in 'Track change' mode, and the drafter confirms in 'Show Markups' mode.

However, how do I do this on Web workflow?


The Workflow below represents "Reviewing on JavaScript". In this reviewing process, the manuscript to be reviewed is displayed on the left side of 'Two column layout', and on the right side, you can enter your comments into the input form.

Certainly, I can't help feeling 'this setting is too simple as a mechanism'. But, if you use it, you will find it is surprisingly convenient. First of all, it is wonderful that you can quickly handle the reviewing without even booting special software.

[Script Reviewing flow]

Efficiency by 'Template Sentence'

In the case of writing a 'Description of the company', for example, there will be various ways such as;

• Lightly in short sentences / tightly in long sentences
• Current property / history of the past

Or in the case of writing a 'description of a product', the way of writing may vary according to

• to write concept of the product / details of the functions
• to write toward people who see for the first time / write toward people who already know

Certainly, for the experienced staffs, the ' writing' could be done quick and easy. However, for rookies and newcomers, it would be a time-consuming duty.

The following Business Process is a Workflow for registering "reusable sentence (template)", and at the same time, accepting "Improving comments". It might be a knowledge database, rather than a workflow. It is not only to improve the deskwork efficiency, but also to build common recognition in the company. (Also for people who register, it becomes note for future reference.)

1. Originating (ordinary): Product introduction, Technology description, Business description
2. Originating (extraordinary): Failure announcement, Emergency action report, Questioning
3. Replying: Appreciation for inquiry, Apology to the complaint, Refusal against Sales

[Registration of Template and Review]

Blog Article Posting Workflow, 400 Titles through Repetition in 5 Years

Few days until the end of 2014...

Thanks to you reader's support, I could achieve "Weekly posts" somehow. This entry will be 52nd in 2014, 411th in total proposing Business process.(*) Taking this opportunity, please allow me to express my sincerest gratitude to the readers of Workflow Samples, especially who gave me requests to write specific Processes, and who gave me comments and impressions on my posting.

*) 51 titles in 2014, 52 in 2013, 53 in 2012, 186 in 2011, 68 in 2010
*) One or two business samples [QAR] attached to each article, so the total number of the samples has become approximately 700.

Looking back, people talk about me that 'I'll be a quitter soon', especially the very beginning of this blog. Well, indeed, there is some proposition of Business Process which are 'no big deal' among them. But I'm willing to continue writing articles. So please help me by giving me 'pep talk' and 'straightforward feedback'


Articles Most Read in Japanese in 2014

• Making an Extensive Agreement History List with an Agreement Workflow (2010-11-12)
• Split Conditions are a Basic Concept in BPMN (2011-04-03)
• A Simple Flow Against Complaint (2011-06-06)
• A Workflow Definition that Guides Daily and Weekly Report (2011-11-07)
• Returning a Prompt Initial Response Is Crucial (2011-04-02)

Articles Most Read in English in 2014]

• Improving Your Accounts Payable Process in Steps (2011-05-13)
• Reporting Each Client Visit Right After Returning to the Office (2011-02-15)
• Visualization of Testing Process in Software Development (2010-12-20)
• Workflow Across The Enterprise, From Quotation To Payment Confirmation (2011-06-05)
• Is Complaint Management Perfect for Training New Employees? (2011-04-01)

Well, now,

The following is the last introducing of Business examples in 2014, which is a very simple 'Blog Entry flow'.

[Blog Entry flow]

"Add Log" of Personal Information is Very Important!

I want to collect "customer data" only...

Workflow of Web lead handling, Inquiry handling, Outing report flow (Business card exchange)... 'Prospective Customer Information' is being collected in various operations in a company. Hopefully, it should be managed centrally. (Basic data for CRM activities)

The following is a Workflow only for managing Prospective Customer Information.
It is assumed to be transmitted such as 'Zip code', 'Country', 'Organization', 'Position', 'Name', 'Email Address' as main data, and 'email delivery agreement' (flag), 'prospectivity' (rating).

You can say this is 'Usage like a Database'.
But you should be careful that there is only adding of data one after another, it is not focused on "updating" or "Deleting". That means, you will need some kind of scheme when utilizing the accumulated data, such as narrowing down by the date or by the operator.
As well as it is an idea that will be required for utilizing so-called 'Big Data', there are many cases that you should give the priority to "adding" new information, and suppress the cost for "updating" and "deleting". Speaking specifically, you should not use "business card information of more than three years ago", unless you have to.

[Customer Data Collection]

Practice Makes Perfect. To Draw a Business Flow Diagram is to Make a Business System!

Before improving the "Business Process", you should learn the tool to do it.

'Of course, that's right...', so this time, I would like to show you a quite simple usage of it.
The Workflow definition below is a job of 'writing an email'. It already is not to be called a 'flow of job'. It has just one processing step (Task). Only one person to handle it. Neither remanding, nor Looping.

[Email Sending flow]

A Blank Email Starts a Business Process

"Blank Emails" are still in active service.
Even today, they use it for various occasions such as "mail membership recruitment", "application of the gift campaign" or "Issuing coupon". In a peculiar case, they use it for "notification of out of paper of the MFP" in some companies

The following is a simple business process of "a Workflow starts with email receiving". You can manage a series of work after receiving an email in status. It may be applied to various businesses with a small enhancement.
In this sample, a flow of the followings is defined; (1), auto replying a thank you email, (2), qualifying the applicant, (3), registering the applicant to the list. As a matter of course, it is also good to describe an HTML to induce to the registration site.

[Email Registration flow]