You are the process – Dynamic BPM with Adaptive Case Management

Seite 1 Adaptive Case Management

Torsten Winterberg

OPITZ CONSULTING Deutschland GmbH

Adaptive Case Management (ACM)

MID Insight, November 2013

You are the process – Dynamic BPM with Adaptive Case Management



1 Adaptive Case Management - Introduction


IT support for knowledge workers isa challenge …

CRM/ERP

Productsystem

Rigid Workflow

Document system

Paper E-mail Word/Excel

Data-driven system

http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518


… Task Management is a starting point to address this challenge

6

Tasklist

Task Runtime Framework

Task Templates

CollaborationRulesContent Events

Task Management

Task Application Design

© by Hajo Normann, Accenture


In-box driven service architecture?!

Seite 8 Adaptive Case ManagementBEA Confidential | 8

In-box as central architecture component of the enterprise reference-architecture (I) - Conceptual view

Inte

gra

tion

spla

ttfo

rm

Connectivity Services

Messaging Adapters System AccessDataAccess Partner Integration

Shared Business Processes System & Human Centric ProcessesBusiness Process Services

Business Process Rationalization

DataServices

DataSynchronization

DataAggregation

DataAccessLogical Data Model

PresentationServices

Shared PortletsConsistent User Interaction

Business ActivityServices

Custom Business LogicProcess IntegrationAtomic BusinessServices

Se

rvic

e

Pro

vid

ers

Partners

Non-Service Enabled Assets Service Enabled Assets

DB Collaboration

Legacy Content Search

System Consumers

Applications PartnersEventsUser Interaction Channels

IVRBrowsers Client UI Cell PDA

Composite Applications

Business ProcessesWorkflowIn-boxMashupPortalWeb Apps Fat Clients

Managem

ent

Governance

Event P

rocessing

Enterprise S

ecurity / Identity

Business R

ules

Enterprise B

usiness Intel.

In-box Services

Service M

ediation & M

essaging

Service Oriented Infrastructure (DB, Grid, Virtualization, Caching)

Packaged

Ser

vice

Kon

sum

ente

n


BPM technology. The solution?


BPM technology. The solution?

The key lesson: Pre-defined workflow is great,but you need to apply it where appropriate…

Don’t bring us back to Taylor-times…


The fear …

So I won’t have a complete 30-step, 10 angles

covered, EPC/BPMN compliant process model

to control, uhm, guide employees?!

http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518


Flowcharting based BPM represents rigid processes


Enter Case ManagementGoal-oriented – like a navigation system

Journey to „Nuremberg“

Status: arrived


No difference between straight-through and manual processing

http://www.beinformed.com


What is a case?

The coordination of multiple tasks, planned or unplanned, for a specific purpose.

Almost anything can be treated as a case. An insurance claim A patient An event (such as a conference) An identity theft investigation A project An asset (such as a building) A customer request A customer

Is „case“ the right term?

http://www.bpmnforum.net/blog27/adaptive-processes/new-book-taming-the-unpredictable-2/


16

ACM uses a task-oriented approach to define the structure of a case

New tasks can be added to cases on the fly

Cases and in-baskets reflect the tasks that need to be completed, regardless of where they came from

Tasks are tied to Processes Participants can refine case tasks as they proceed

Tasks can vary in complexity

Classical BPM and ACM:Different approaches for Task Management

© by Hajo Normann, Accenture


BPM and ACM

http://www.masteringtheunpredictable.com


BPM und ACM: There‘s no „versus“. You need them both!

aBPMrBPM

BPM

Rigid BPMwith BPMN

Adaptive BPMwith ACM


Case Management UI (Example)


Ermerging paths (university campus Stuttgart)

http://www.nature.com/nature/journal/v388/n6637/fig_tab/388047a0_F1.html


2 Case Study


Insurance Company Information System (ICIS)


Case Management UI (Wireframe II)


Case: Claims File Case Management Model and Notation 1.0 (CMMN)


CMMN Modeling in MID Innovator


Download: www.thecattlecrew.com


3 Conclusion


Conclusion

Adaptive Case Management: The Goal is important

Increase of efficiency NOT via automation of routine work. That’s already in SAP. But by giving knowledge workers a perfect work environment. Enable them to:

Make better decisions (more informed) Living Knowledge base to embrace the learning organization

Not ACM instead of BPM ACM is a new tool in the architect’s toolbox. Discovery of process paths: Process Mining

Deliver more BPM value to the business By applying ACM where appropriate When processes are too complex to model or have too many variants

Don’t imprison the knowledge worker in rigid processes Suggesting instead of Mandating Watch out, if people aren’t allowed to make decisions on their own.


Discussion, Questions & Answers

www.thecattlecrew.com


Why have we chosen Case Management?

Case Management is centered around living information and relationships (traditional business processes are centered around a priori defined activity sequences)

Many different insurance types = many process variances

Discovery of process paths to extract patterns and to improve the customer satisfaction

No rigid process boundaries

Suggesting instead of mandating - Participants choose actions to meet goals

Many different types of users: production worker AND knowledge worker


Smart Change: Our approach to introduce ACM

Step 2

Collaboration & Integration

Step 3

Optimization & Innovation

Step 4

Replacement

Step 1

Application to Process


Smart Change: Step 1 – Application to Process

Step 2


Step 3


Step 4

Replacement

Step 1Application to

Process

• The knowledge worker still uses the existing systems

• Event-Driven: ACM solution catches events from ICIS and other systems

• Guided Navigation: ACM solution visualizes the process flows and guides the user to reach a satisfactory outcome

• Predictive Working: Provide suggestions in order to find the „best“ decision


<

Smart Change: Step 2 Collaboration and Integration

Step 2Collaboration &

Integration

Step 3


Step 4

Replacement

Step 1


• Implement new functions, which are not available today

• Automation: Automate manual working steps

• Content Collaboration: Integrate new systems

and partners

• Integrate new channels


<

Smart Change: Step 3 Optimization & Innovation

Step 2


Step 3Optimization &

Innovation

Step 4

Replacement

Step 1


• Adaptivity: establish an intelligent BPM

solution with new services

• Improve and enhance decision the management

• React on impulse factors


Smart Change: Step 4 – Replacement

Step 2


Step 3


Step 4Replacement

Step 1


• Extract claims management from existing applications and switch to ACM solution

© OPITZ CONSULTING GmbH 2013 Seite 37 Adaptive Case Management

Contact

Torsten WinterbergBusiness Development & Innovation

OPITZ CONSULTING Deutschland GmbHKirchstr. 6, 51647 Gummersbach, GermanyPhone: +49 173 54 79 302Mail: [email protected]: @t_winterberg Blog: http://torstenwinterberg.blogspot.de/Blog: http://www.thecattlecrew.com

mailto:[email protected]

You are the process – Dynamic BPM with Adaptive Case Management

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