IBM BPM Case Manager for knowledge workers

© 2015 IBM Corporation

Session BEK-4148

Empowering Knowledge workers with IBM BPM Case Management Chandra Shekar, Senior Product Manager, Smarter Process Product Manager Dieter König, IBM Senior Technical Staff Member, Business Process Management

Agenda

What the market is telling us about knowledge work

1 How IBM BPM Case Management Addresses Knowledge Work

2 IBM BPM Case Management Key Concepts

3 Case Studies

4

A shift to reinventing business processes to revolve around customers – called Customer Centricity

Yesterday: Tellers just execute transactions

Today: Tellers become financial consultants

Knowledge worker needs flexibility with processes, right information at right context. Do your knowledge workers have the right tools?

Customer Relationship Managers want to distribute the work to improve productivity and track the status of each work item.

Customs officers How many investigations did we close this year?

Insurance underwriters need 360 degree view of all the tasks, data and related Policies

Loan officers need the flexibility to determine the next step to progress this loan application.

Knowledge workers: Flexible processes with the right level of rigor enable experts to act on new information

The nature of work is changing: Knowledge workers are everywhere

System

Enables the entire process electronically without re-keying or manual interventions.

SME Human intervention

to execute a task decided by the process model. Collaborates with

other workers

Knowledge Workers Responsible for “job” (case,

task, or combo) Triggers ad-hoc activities in

response to business conditions Monitor process

performance Leverages content in

context

Automated straight-thru processing

Procedural, task-based work

Dynamic, goal-driven work; case

System Centric BPM Process Model to orchestrate

system touch points

Business rules and events to drive behavior

Focused on integration

Human Centric BPM Process Model to orchestrate

System & human touch points

Simple responsive UIs for human participation

Focused on Human participation & collaboration

Case Centric BPM Process Model to define a Case

and orchestrate Adhoc tasks

360⁰ view of a Case

Focused on getting work done for a specific business purpose

Customer Centricity Requires a full Spectrum of Work Styles

Work Styles Focusing on Output and Outcome

Ordered Sequence of Activities

Some Unordered (Ad-hoc) Activities

Some Activities with with Ordered Steps

Unordered Set of Activities

Process Model Knowledge Worker

Output & Efficiency-focused Outcome & Goal-focused

Repeatability & Predictability Repeatable & Predictable

Non-Repeatable & Unpredictable

Next Step Determined By

What is a BPM Case?

IBM’s Point of View

BPM Case is …. a collection of tasks to be done to accomplish a specific business goal (like create a policy, manage a dispute etc.). These tasks may be driven by knowledge workers or completely automated or mix of both…

BPM Case Management or Case Centric BPM is …. a BPM platform that supports BPM Case process styles or BPM Case work patterns. BPM Case work patterns are fluid and adhoc and involves people, information (structured & unstructured), devices, processes to accomplish a specific business goal.

New Application Business Event

Policies / Rules

Processes Teams & Governance

Ad-hoc steps “in the business moment”

Goals & Objectives

Related Cases

Customer Service

Invoice Reconciliation

Teams

Finance & Ops

Account Administration

Business Data

Collaboration Case History

BPM Case

Content

An example of blending

Forms-based Guided navigation

Digitalized process

Rule-driven

Case management

Ad-hoc

different styles of work Structured work, unstructured work – all in IBM BPM

An example of blending different styles of work Structured work, unstructured work – all in IBM BPM

Agenda

What the market is telling us about knowledge work

1 How IBM BPM Case Management Addresses Knowledge Work

2 IBM BPM Case Management Key Concepts

3 Case Studies

4

BPM Case Capabilities

Case Structure

Views

Search

Case Relationships

Integration to FileNet ECM

BPM Case Structure

Properties

Behavior

Data

Folder

Activities

Case

Activity (1:n)

Human Task

Linked Process

Subprocess

Properties Behavior Data

Tooling - Web-based Case Editor

Case/Document Type Editor

Case Editor – General

Similar for Cases and Processes

Document properties are mapped to case variables

New document creates new case

Case Editor – Activities – General

Required vs. optional

Activity General Settings

Other activity behavior

Case Editor – Activities – Implementation

Activity Type and Implementation

User Task Settings

Case Editor – Activities – Preconditions

Activity Precondition

Optional Expression

Case Editor – Folders

Sub-folder structure

Case Editor – Views

Case launch and details UIs

Knowledge Workers have a 360o View Case Instance Viewer in Process Portal

View status and progess of the Process. Access the Process History and Team assignements

View and access data of the Process Instance

View, add, and manage the Documents attached to the Process

View, manage, and open Tasks required for the Process

The Process owner has discretion to start, track, and disable activities

BPM Case Relationships Case relationships

Customer Background Check 2014 Case Case

Domestic Investigation

International Investigation

Previous Cases

Case

Case

Case

Peer relationships (user defined links)

Dependent relationships (Parent and Child)

Define behavior for relationships • Wait for child cases to be complete before the Parent case is closed

• Automatically terminate dependents when parent Case is closed

Search related Cases

Native integration with IBM FileNet ECM

Seamless Integration with FileNet ECM extends BPM’s Content handling functions:

Use IBM Content Navigator to work with IBM BPM content/Cases

Extend BPM Search UIs to search documents/unstructured content

Leverage IBM Datacap to auto create a case or launch a process from an incoming fax/email

BPM content can now participate in your Record Manager File plan

Content Navigator Process Portal

IBM BPM FileNet ECM

DataCap Content Analytics

APIs IBM Records Manager

Empower knowledge worker with insight from Process, Decisions and Content Management to make right decisions.

When do you need a Case Centric BPM Solution? Optimize BPM for goal oriented problems When operational outcome is the overall

goal.

“What is the next step” is in knowledge worker mind and cannot be digitized.

A specific work item initiation to completion is not constrained by any structure or model.

Knowledge worker need a holistic view of specific business goal which shows present and past business transactions

When built-in process visibility, analytics, and optimization are needed

When leveraging existing IBM BPM technology and skills to build LOB applications

IBM Business Process Manager is optimized for “Case-centric” solutions

System Process Model to

orchestrate system touch points Business rules and

events to drive behavior Enables the entire

process electronically without keying or manual interventions.

SME Process Model to

orchestrate human touch points

Simple responsive Uis for humans

Knowledge Workers Responsible for “job” (case,

task, or combo) Triggers ad-hoc activities in

response to business conditions Monitor process

performance Leverages content in

context

Automated straight-thru processing

Procedural, task-based work

Dynamic, goal-driven work; case

Customer Centricity Requires a full Spectrum of Work Styles

IBM Business Process Manager

Questions?

Notices and Disclaimers

Copyright © 2015 by International Business Machines Corporation (IBM). No part of this document may be reproduced or transmitted in any form without written permission from IBM. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM. Information in these presentations (including information relating to products that have not yet been announced by IBM) has been reviewed for accuracy as of the date of initial publication and could include unintentional technical or typographical errors. IBM shall have no responsibility to update this information. THIS document is distributed "AS IS" without any warranty, either express or implied. In no event shall IBM be liable for any damage arising from the use of this information, including but not limited to, loss of data, business interruption, loss of profit or loss of opportunity. IBM products and services are warranted according to the terms and conditions of the agreements under which they are provided. Any statements regarding IBM's future direction, intent or product plans are subject to change or withdrawal without notice. Performance data contained herein was generally obtained in a controlled, isolated environments. Customer examples are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual performance, cost, savings or other results in other operating environments may vary. References in this document to IBM products, programs, or services does not imply that IBM intends to make such products, programs or services available in all countries in which IBM operates or does business. Workshops, sessions and associated materials may have been prepared by independent session speakers, and do not necessarily reflect the views of IBM. All materials and discussions are provided for informational purposes only, and are neither intended to, nor shall constitute legal or other guidance or advice to any individual participant or their specific situation. It is the customer’s responsibility to insure its own compliance with legal requirements and to obtain advice of competent legal counsel as to the identification and interpretation of any relevant laws and regulatory requirements that may affect the customer’s business and any actions the customer may need to take to comply with such laws. IBM does not provide legal advice or represent or warrant that its services or products will ensure that the customer is in compliance with any law.

Notices and Disclaimers (continued)

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