Automate Social Media Feedback with Oracle BPM Suite

ECS Team

5575 DTC Parkway

Suite 135

Greenwood Village, CO 80111

303-932-2202

ECS Team

5575 DTC Parkway

Suite 135

Greenwood Village, CO 80111

303-932-2202

Oracle BPM Suite and SOA Suite:

Your process automation toolbox

Gregory OpieDirector, Solutions Architecture

[email protected]

RMOUG Training Days

February 5-7, 2014

▪ Copyright 2014 by ECSTeam ▪

Agenda


Process Challenges


A Customer Problem

4

You’re not alone @eCustomer, @eStore

#fails me all time.

30 Jan

@eStore #fail Ordered diamond solitaires

for wife bday, received a vacuum. Two

days to panic.

28 Jan

Still shopping. @eStore you have messed

me up.

30 Jan

What a nightmare @eStore. 3 trips to the

mall, still not right. Birthday not a happy

one. Do you care?

1 Feb


Demo: Audience Feedback

• In our demo, we will use real Twitter feedback

• Three audience volunteers needed to Tweet*

(make it positive please!)

5

Attending Process Automation with

#OracleBPM and #OracleSOA at #RMOUG

Training Days 2014 by @g_opie

*Include one of the following tags: #RMOUGdemo, #OracleBPM, or @g_opie


Model a New Approach


The Challenge:

Business Processes are Complex

•Unstructured tasks

and communication

(i.e., paper or e-mail)

•Inefficient Working

Environment Spans

Systems

•Inconsistent

Prioritization

•Incomplete or

Inaccurate Data Flow

Between Systems

•Lack of Control Over

System and Business

Events (Exceptions)

•Poor Visibility Into

Process Performance

7

CRMLogistics

ERP

Order

Mgmt

Sales

Customer

Service

Operations

Executive

Management

Fulfillment

!!!!

!!!!!

??

?

Temp

Worker


Common Business Process Challenges

• Empowerment and inclusion of business users

• People as middleware

• Work is completed through unstructured, ad-hoc activities

• Emails back and forth

• Limited accountability

• Offline Collaboration

• Poor visibility into processes

• Slow response times

• Continuous improvisation instead of

process improvement and automation

• IT resource constraints and lack of tools8


CRMLogistics

ERP

Billing

Sales

Customer

Service

Contracts

Operations

Executive

Management

Fulfillment

???

!!!!

!!!!!

CRMLogistics

ERP

Order

Mgmt

Sales

Customer

Service

Temp

Worker

Operations

Fulfillment

Executive

Management

BPM Streamlines Processes

9

•Automate workflow &

decision making

•Reduce errors and

improve consistency

•Standardize resolution

across geographies

•Leverage existing

systems and data

•Monitor for business

events and initiate

actions

•Real-time visibility and

process control


Getting Past the Challenges


Model the Flow

• A Sequence Flow is used to show the order that activities will be

performed in a Process

• Three main flow objects:

• Activity: Represents work to be done

• Gateway: Controls flow logic of the process. Used for splitting and merging

paths.

• Event: Supports asynchronous communication with other processes, error

handling, and controlling flow logic

Save to

CRM

Review

Feedback

Post

Response

X

Compose

Response


Connect the Flow Objects

• Connecting objects connect Flow objects

• A Sequence Flow shows the order in which the activities will be

performed.

• A Message Flow shows which messages flow across organizational

boundaries

Save to

CRM

Review

Feedback

Post

Response

X

Compose

Response+

Positive or

Negative

No Action Needed


Put Tasks in Swimlanes

• Swimlanes group activities based upon organization, roles, and

responsibilities

• A Pool represents major participants in a process, typically separating

different organizations

• A lane is used to organize activities within a pool according to function or

role.

Save to

CRM

Review

Feedback

Post

Response

X

Compose

Response+

Ad

min

CS

R

eS

tore

Cu

st

Se

rvic

e

Positive or

Negative

No Action Needed


A Happy Customer


Demo: Manage Social Media Feedback

Implement the automated business process with

Oracle BPM Suite and Oracle SOA Suite


A Happy Customer


A Happy Customer

17

@eStore #fail Ordered diamond solitaires

for wife bday, received a vacuum. Two

days to panic.

16 min

We are so sorry @eCustomer, please call

cust serv and we will fix the problem

ASAP!

12 min

Wow, @eStore has awesome service –

order fixed in 5 mins; right product coming

overnight. Wife’s gonna love it!

2 min


Conclusion

• BPM Focuses on the Business Process

and Workflow

• BPM aligns the business and IT

• BPMN provides a standardized modeling

notation

• Oracle BPM Suite + Oracle SOA Suite

make it easy to automate your processes


Also Recommended: SOA and the Cloud

Cloud seems to be everywhere.

SaaS, PaaS, and IaaS are the

new 'hot’ acronyms. However,

Cloud is not a Panacea. If

anything, adopting a cloud

strategy reinforces the need to

have a strong architecture to

drive business value from your

applications, whether they are in

house, hosted, or “in the cloud.”

This presentation will discuss

best practices for applying SOA

to the Cloud.

• Review SOA Concepts

• Business Problems that

require a SOA

• Best practices for applying

SOA to the cloud

• Case study leveraging hosted

and cloud applications

• Demo with Oracle SOA Suite

11g19

Applying SOA and SOA Suite to the CloudThursday 2/6, 4-5 PM, Room: 507


Also Recommended: ADF Mobile Case Study

Come see an App Store/Google

Play app built with Oracle ADF

Mobile that improves the

effectiveness of users who

require instant access to

information. This great-looking

on-device application was built

efficiently with familiar ADF

concepts and a single common

code base without requiring

specialized expertise for each

mobile platform.

This session will demonstrate a

real, published ADF Mobile

application to provide insights

on: Why ADF Mobile technology

was chosen, Design

considerations, Architectural

decisions and Lessons learned.

The presentation and demo will

be delivered by an architect and

developer who were responsible

for creating the application

20

ADF Mobile in Action – Customer Case StudyFriday 2/7, 2:45-3:45 PM, Room: 506

▪ Copyright 2014 by ECSTeam ▪ 21

Technology Solutions Delivered.

ECS is a Professional Services firm that delivers

business value through technology and strategic

services. Our specialties include technical architecture,

SOA, application design, software development, and

integration services utilizing Oracle Fusion Middleware.

Automate Social Media Feedback with Oracle BPM Suite

Technology

oracle bpm

action needed

soa suite

business events

applying soa

wife bday

cloud

process