Professional Workstations

Keren Trosler
Mar 31, 2008
6 min read

In recent months, everywhere I turned I heard the phrase "professional workstation." Every organization, every unit, and every position holder talked about this new wonder. But what exactly is a professional workstation? The following review will detail what a professional workstation is, when it's appropriate to implement it in an organization, what challenges an organization is likely to encounter when implementing the solution, and methods for implementation. So let's get to work!

Professional Workstation - What Is It?

A professional workstation is a unique platform for displaying processed data, information, and knowledge according to the needs of a specific role holder. This definition contains several terms worth considering:

Processed - Unlike other knowledge management solutions, the major advantage of the professional workstation lies in the integration performed between data from different systems displayed in one place. For example, when displaying the percentage of cases a specific service representative closed in the last month, the system considers the total number of cases received and closed cases. The percentage is calculated using a mathematical formula. Additionally, it's possible to calculate goal achievement and other metrics.
Role holder - A professional workstation focuses on a specific and defined role holder, and is designed to provide comprehensive support and solutions for their professional work environment requirements. The data, information, and knowledge displayed on the workstation are customized according to job function and not for organization-wide needs.
Another key word is visualization. Visual representation of parameters through various indicators is an integral feature of the workstation (more about dashboards can be read in the 2know issue from April 2007).
Another feature related to data processing is the workstation's ability to interface with operational systems functioning in the organization. Interfacing involves extracting data entered in one system and reflecting it, after processing, in the workstation. This enables access to integrative information needed by the employee by extracting it from the relevant system without needing to enter it again into the system.

The workstation can be implemented on the organization's existing technological platform (for example, SharePoint, SAPortal, etc.) if the system allows interfacing with operational systems. The entire workstation can be based on queries that extract information from operational systems, or partially on entering "soft" content into the system.

When Should You Establish a Professional Workstation?

A professional workstation is an appropriate solution when the following conditions exist:

Multiple information systems - When the work of the organization or organizational unit is based on numerous operational systems, such as a project management system, document management system, decision tracking system, etc. Access to all required information from a single entry point, without affecting data entry, provides real added value for the employee.
Content integration - Integrating data, information, and knowledge is important for performing work. For example, when data from different systems is needed for decision-making, content integration makes the work more efficient.
Distinct target audience - The solution can be suitable for a specific population whose members' work is similar (for example, project managers, investment advisors, claims clerks). The group should preferably be engaged in a core and central topic for the organization, and the number of employees in the unit should constitute a critical mass (it is unlikely that a workstation would be established for a unit of 4 employees).
Significant added value - The accessibility and processing will provide unique added value to the unit's work. Working with the tool will reduce errors and make work more efficient.
Technological connectivity feasibility - It is technically possible to interface the workstation with other operational systems in the organization.
Cost/benefit ratio - when the benefit of implementation is higher than the cost of planning and establishment.

Advantages of a Professional Workstation

The advantages inherent in implementing a workstation can be divided into advantages for the employee and the organization.

Advantages for the employee:

Quick and online access to all computerized systems required for receiving information during work
Concentration and processing of all professional information and knowledge required for decision-making in the context of ongoing work, categorized by job components
Visual display of online knowledge, reflecting in real-time the current status of the employee, allowing them to prioritize their work to meet metrics and targets
Time saved searching for information and professional knowledge dispersed throughout the organization

Advantages for the organization:

A platform that centralizes information and organizational knowledge in a specific field
Increased identity and affiliation of role holders with their area of specialization
Transparency in presenting work metrics and targets of the role holder, in a visual and user-friendly manner
The presentation of processed information from the systems opens a new and direct communication channel between headquarters and the field (many-to-many), replacing other means of communication such as email and telephone
A support tool for learning processes and knowledge implementation within ongoing work processes

Challenges

Despite the many advantages of professional workstations, it's important to detail the challenges existing in the process:

Technological complexity - Interfacing with data in operational systems involves high costs
Focus on a professional group - Many existing solutions today have addressed relatively broad professional groups (community of physiotherapists, community of branch managers, etc.) or a focused professional field touching a large group in the organization (organizational portal, safety community, etc.). Communicating the investment of time and money for a dedicated solution for a specific role may be somewhat complex.
Mapping goals and metrics in work - In some organizations, measurement and compensation are not performed according to defined goals and formulas. The workstation, which is based on precise calculations, requires the creation of structured measurement and compensation processes, a complex action in itself.
Takes time - Mapping the professional content world and locating processes whose interfacing will provide the unique added value takes time.
Implementation - Using a professional workstation platform requires employees to change their work habits. This change is one of the most complex, takes time, and requires investment.

Execuation

There are several levels for interfacing the workstation with different operational systems:

Mirroring - Setting up a window where the operational system inputs its contents. The responsibility for the logic of the program, as well as for the display, lies with the operational system.
Webification - Similar to mirroring, webification is used for an operational system that is not web-based. At this level, intermediary software enables mirroring in an Explorer window.
Web Service - The portal displays data in the information system. It activates a service routine called Web Service which approaches the original operational program and "requests" its data.

The main advantage of using a web service is the ability to define several different and unlimited queries for the same system within that same web service. Thus, instead of defining a separate query for each desired display (which involves considerable financial cost), it's possible to define a meta-query that refers to the system and define different parameters that create many queries within it. There is great importance to the smart planning of web services, since investing in generalized planning as much as possible saves costs in developing many separate queries.

The difference in cost can be demonstrated through two organizations—one planned separate queries within a professional workstation for insurance agents, and the second planned a professional workstation for transportation planners using meta-queries. The first organization, which developed a separate query for each interface, was required to pay an additional payment for each query, even if it involved only a minor change. The second organization, which developed meta-queries, was required to pay only when it developed a query for an additional system.

It is highly recommended that interfacing with operational systems be implemented modularly. The reason is that just as you cannot build a building in two days, it is difficult to establish a professional workstation in one go. It's advisable to define the systems you want to interface with, define the required queries, and begin to implement gradually. The first stage starts with the two most central systems that will provide the main upgrade. After this interface has passed successfully, you can draw lessons and proceed with the rest of the systems.

It's important to note that in the past, people thought professional workstations would be a great promise, but in practice, few organizations have implemented them. The main reasons for the gap between expectations and reality are the technological complexity and high cost of connecting to operational systems. However, technological tools have improved and developed in recent years, allowing for greater interfacing.

In conclusion, despite the significant challenges, if a professional workstation was a distant vision in the past, today, the vision is becoming a reality!