Meeting The Challenge Of Building Agile Case Management Solutions

Meeting the Challenge of Building Agile Case-Based Solutions:An Executive Overview of xCP
Laury Verner
Director, xCPSolutions Architecture
EMC Corporation

The Promise of xCP
With xCP, Partners will be able to build Case Based Solutions far more quickly
Reduce Technical Risk
With fewer development Resources
Reuse Solutions across clients
Achieve Higher Margins and a better Win Ratio
xCelerated Composition Platform

What makes xCP Exciting?
RoadPulse lets users add and comment on items that local, state, or federal government needs to repair. Based on user's ratings and comments, government can prioritize and update the users on the state of the project.

What makes xCP Exciting?
10 days
“Documentum xCP is absolutely amazing! …The sample application and best practices guide made it instantly clear how to build case-based solutions.”
Vikram Pant, Associate, Booz Allen Hamilton

Case
Straight Through
Project
Attributes
Attributes
Attributes
Small number
Limited structure
People intensive
Project centric
Millions++/day
Highly structured
Systems intensive
Relational data-centric
Tens to thousands/day
Semi-structured process
Systems and people
Information/content-centric
Examples
Examples
Examples
New product development
Mergers and acquisitions
Financial transactions
CRM, ERP
Claims processing
HR on-boarding

Examples of Case-Based Applications
Tax Processing
Virtual Patient Records
Unemployment Insurance
Insurance Claims
Contracts Management
Law and Justice
New Account Opening
Loan Processing
Employee On-boarding
etc, etc, etc

What Problems does xCP not address?
Website Design
Financial Accounting
Data Mining
Real-time Control
Knowledge Portals
Etc, etc, etc

Interest is Growing
“Interest in case management has climbed higher and higher throughout 2009”
Source: Forrester Research, Dec. 2009

The Challenge of Case-Based Applications
Five reasons they are hard to build

1. The Paper Glut
Paper consumes space and time and makes errors inevitable

2. Application Complexity
Complex applications are difficult to understand, hard to build, and resist change

3. Dynamic Business Rules
The regulatory environment is changing. The public sector must be attuned and responsive to regulation and compliance issues.

4. Decisions and Exception Handling
The Application must enable Case Managers to make decisions dynamically. This is especially important when the unexpected happens.

5. Visibility and Control
Improve service levels and control through real-time visibility, monitoring, and control.

Watch the Demo

xCP Architecture
xCP Applications are Composed of Processes

Architecting Solutions with xCP
Application
Case Folder
…
Process 1
Process N
Information
Human
Interaction
System
Interaction
Information
Human
Interaction
System
Interaction

xCP Enabling Technologies
Source: Forrester Research, Dec. 2009

Solutions are Designed for People
The Grants Manager is responsible for the lifecycle of the grant
In many case-based applications, some Actions cannot be precisely known at design time
In the sample application, the Grants Manager can choose which Actions to perform
Grants
Manager
Action Buttons

Supporting People with Utility Processes
In a Human Process a worker carries out a step in the process
The performer reviews information, makes decision, changes data, or triggers an action
A series of human tasks is a workflow
In a Utility Process all activities are performed by the Process Engine
The process interacts with external systems and data

A
B
C
D
E
GRANT
A Typical Utility Process
Create Grant Request
Ingest submitted Application Form
Create Grants Folder
Assign unique id to Grants Folder
Link Application to Grants Folder
A
B
C
D
Grant Id: 3875A250
Utility Processes replace custom code

Grants Management: The Processes

GRANT
Solution Patterns: Direct Triggers
Manual Action
Activity
Automatic Invocation
Event-based Triggers

A
B
C
D
E
GRANT
Solution Patterns: Indirect Triggers
Validate and Classify
Validate and Classify inserts the application into the In-Process Folder
Manage Grant Request is automatically triggered
In
Process
A
B
C
D
E
Manage Grant Request

1
9
2
10
5
6
8
4
3
7
Process Network
Service Network
A
A
Utility Process
A
E
Human Process
A
Auto Invocation
M
M
M
M
Manual Action
E
Indirect Trigger
A

Why Process Networks?
Traditional BPM approaches are based on a single process
These processes can be quite large
But hard to decipher…reducing agility
Process Networks enable Modularity,
Ease of Comprehension, and Reuse

10
2
3
7
Solution Patterns: Process Signaling
Processes can fire independently of one another or proceed in parallel
How can we monitor these processes?
Processes 2, 3, and 7 contain milestone events
They signal the BAM Control Process when these events occur
BAM Control Process
BAM generates a Dashboard based on the events
reported to the BAM Control Process

Building the Case-Based Application
Two extreme approaches and a happy medium

Two Approaches
Build
Buy
Approach 2: Custom Development
Approach 1: Commercial Off-the-Shelf

Custom Assembly
Start with pre-built components and services
These can be configured to meet your specific needs
Components are composed to create the Solution
Tame complexity and build rapidly

The xCP Construction Pattern
Each Application is composed of a network of processes
Processes are composed of pre-built components and services
User Interfaces are composed of pre-built components and services
Assemble
Configure
Select

List of
Activity Templates
Selecting an Activity Template
No Code Required

Configuring an Activity Template
Set activity Data and Performers
Specify Routing logic
Configure Integration
Web Service Activity
No Code Required

Process Design
Assembling the Process from Activities
Connect Activities
Debug Process
Validate and Install
Process Design
No Code Required

Incorporating Business Rules
Business rules govern operational decisions in a process
Process Builder includes basic routing rules
For complex rules we use the Corticon BRMS
Rules are called as web services
Ease of Modeling
Dynamic Change
Rule Reuse
Invoke Rules

Configuring a Form
Select Forms Template
Specify Form Type
Drag and Drop controls onto the Form
Configure Controls
Forms Design
No Code Required

Assembling Forms
TaskSpace is the xCP User Interface
Insert Forms into the TaskSpace screen
Add Action Buttons
Configure Services
Screen Design
No Code Required

TaskSpace Built-in Services
Search Templates
Folder Views
Task Lists
Document Viewing and Annotation
Built-in Page Modification
Tabs with Role-based Access
TaskSpace
No Code Required

Queue Management
Applications Console
Business Activity Monitoring
Application Management Services
Queue Management
Application Administration
Business Activity Monitoring

Configuring a Report
Drag and drop Entities from the Palette
Place a check mark on Entity attributes you want in the report
Configure Entity
Aggregate
Filter
Add Computations
Select Chart Type & Properties
No Code Required

Assembling a Dashboard
Create a new Dashboard in TaskSpace
Select a Report from the Report List
Drag onto the Dashboard
Drag additional Reports above, below, or to the side
Configure Drilldown if desired
No Code Required

Solutions
Solution = Deployed Application + Business Redesign + Training

Building Solutions in Stages
Built by:
Deliverables:
Products
Documents
EMC
Engineering
xCP Products
Sample App
Models
Templates
EMC
Solutions Team
xCelerators
Partial Application
60-70% done
Repeatable
Partner, with
EMC Support
Proto-Solution
Complete, deployed Solution
Partner
Project Team
Client Solution

What are xCelerators?
Speed development and deployment
Software and non-software artifacts
Sample apps, solution templates, express installers, documentation white papers, education and training

Sample Application

Other xCelerators
Best Practices Guide
xCP Tutorial
Express Installer
Performance White Papers

Solution xCelerators
Process Model
Data Model
BAM Dashboard
Logical Architecture

Community
Active online community
Developers and designers
Docs, samples, tips, discussions, etc.
Free access to software and sample code

Developer.emc.com/documentum

Implementing a Customized Global Information Content Management System in One of the Largest Public Sector Healthcare Organizations in Europe
Patrick GENDRE, Stéphane LEMERCIER
Information Technology Program Managers
CNAM-TS, France

What's in it for You
Benefits can xCP bring to your Firm

On Time
Speed to Value

On Budget
Fewer expensive development resources needed

Less Risk
Reduce risk of project failure, operations and maintenance

More Agile
Accommodate the dynamic needs at runtime

Repeatable
Reuse designs from one client solution to another

Higher Margins
Lower cost to build + Less time = Higher Margins

Better Win Ratio
Compete more effectively

Next Steps
Learn More:
www.emc.com/xcp
community.EMC.com/go/xCP
http://powerlink.emc.com/ keyword: xCP
… or contact your EMC or CMA Alliance Manager

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Meeting The Challenge Of Building Agile Case Management Solutions

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