Supporting Knowledge Workers With Adaptive Case Management
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Supporting Knowledge Workers With Adaptive Case Management

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• Why Empowering Knowledge Workers is the Management Challenge of the 21st Century ...

• Why Empowering Knowledge Workers is the Management Challenge of the 21st Century

• How Case Management Offers Sanity in the Face of IT Consumerization and BYOD

• Where Cloud, Big Data, Mobile and Social Computing Intersect With Case Management

• Case Management Market Landscape, Categorization, and Use Case Patterns

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Supporting Knowledge Workers With Adaptive Case Management Supporting Knowledge Workers With Adaptive Case Management Presentation Transcript

  • Case Management Overview • Why Empowering Knowledge Workers is the Management Challenge of the 21st Century • How Case Management Offers Sanity in the Face of IT Consumerization and BYOD • Where Cloud, Big Data, Mobile and Social Computing Intersect With Case Management • Case Management Market Landscape, Categorization and Use Case Patterns
  • Peter Drucker 1969 coins the term “Knowledge Worker” in „The Age of Discontinuity‟ 30 Years later authors in „Management Challenges for the 21st Century‟ . . . "The most important, and indeed the truly unique, contribution of management in the 20th century was the fifty-fold increase in the productivity of the manual worker in manufacturing. The most important contribution management needs to make in the 21st century is similarly to increase the productivity of knowledge work and the knowledge worker.”
  • The 2nd Major Revolution in IT Architecture The Relational Era 40 Years of Data-centric Application Design 1970 Message-oriented middleware (MOM) Extraction & Transformation Client/Server Architecture Transaction Processing Data Synchronization 1995 2012 2020 Cloud Architecture Predictive Analytics Semantic Integration Mobile, Social, Cloud Process of Everything The Big Data Era
  • Are you ready? Meet Your Customers for the Next 20 Years
  • How will you keep pace and still innovate in the post-relational, post-PC, Internet of Everything digital marketplace?
  • Current Challenges Faced by Knowledge Workers Source: 2011 - 2013 Case Management Survey
  • Work Patterns of Knowledge Workers Percent of the Day Spent in Different Modes 2/3 of a Knowledge Worker‟s Day is Spent in Unstructured & Often Unpredictable Work Patterns Roughly 1/3 is Structured, Predictable, Automated or Automatable Source: 2011 - 2013 Case Management Survey
  • Systems of Record vs. Systems of Engagement Systems of Engagement Systems of Record (SORs) Source: 2011 - 2013 Case Management Survey
  • Case Management is a System of Record and a System of Engagement Documents • Images • Email • Reports • Voice Mail Business Rules, Policies & Processes Case Folder Systems of Record Multiple Channels / Systems of Engagement
  • Case Management is a System of Record and a System of Engagement Documents • Images • Email • Reports • Voice Mail Business Rules, Policies & Processes Case Folder Systems of Record Shared Object Model for both Structured and Unstructured Data; Goal-based Outcomes Using Combination of Rules/Business Process, Data, Content and Analytics. Data/Information Governance. Multiple Channels / Systems of Engagement
  • Case Management is a System of Record and a System of Engagement Documents • Images • Email • Reports • Voice Mail Enabling Actionable Analytics Framework for seeing meaningful information and context, in a cohesive environment where action can be taken. Business Rules, Policies & Processes Case Folder Systems of Record Multiple Channels / Systems of Engagement
  • Case Management is a System of Record and a System of Engagement Documents • Images • Email • Reports • Voice Mail Enabling Field-based Activities Run natively mobile devices, participate in processes, access systems…from Business Rules, Policies & anywhere. CLOUD IS AProcesses MUST! Case Folder Systems of Record Multiple Channels / Systems of Engagement
  • Variable, Unique Predictable, Repeatable High Low End User Effort Low High Cost to Modify High Low Control of Process High Low Documents & Unstructured Data Source: Keith Swenson, @SwensonKeith, www.social-biz.org Email, Texting, Twitter, Telephone Application Dev Databases & Structured Data Development Investment Notes
  • Variable, Unique Predictable, Repeatable Databases & Structured Data Documents & Unstructured Data Source: Keith Swenson, @SwensonKeith, www.social-biz.org Email, Texting, Twitter, Telephone Application Dev Process Technology Notes
  • Variable, Unique Predictable, Repeatable Source: Keith Swenson, @SwensonKeith, www.social-biz.org Email, Texting, Twitter, Telephone Documents & Unstructured Data Social Biz Adaptive CM Production CM Human PM PDS Integration Application Dev Databases & Structured Data Notes
  • Email, Texting, Twitter, Telephone Little or No Defined Process SBS Source: Keith Swenson, @SwensonKeith, www.social-biz.org Adaptive CM ACM Production CM PCM Human PM PDS Integration Application Dev Scripted and Enforced Process
  • Documents • Images • Reports & Analytics • Email / Voice Mail Enabling Field-based Activities Run natively mobile devices, participate in processes, access systems…from anywhere. Business Rules, Policies & Processes Case Folder Record of Context (complete audit trail) Multiple Channels of Interaction Shared Object Model for both Structured and Unstructured Data; Goal-based Outcomes Using Combination of Rules/Business Process, Data, Content and Analytics.. Enabling Actionable Analytics Framework for seeing meaningful information and context, in a cohesive environment where action can be taken.
  • BPM Focuses on Enabling Compliance and Scalability by Predefining Workflows BPM Processes Are Deterministic, Where All Possible Paths Are Pre-Determined or Known in Advance, No Matter How Complex the Pathways May Be. The Direction of the Process is Determined by the Pre-Defined Path and Current State; State is Determined by the Preceding Activity, in Other Words, Where it is in the Process.
  • How Case Management (bottom) Differs From Structured Workflows (top) Defined Start Point Customer Reports Problem In Between the Process Follows a Predefined Path or Otherwise Fails A Case is Opened Issue is Investigated Solution Applied, Alternatives Unsuccessfully Researched & Applied Case Management Follows a Lifecycle vs. Sequential Process Thread Defined End Points Issue Resolved & Recorded
  • How Case Management (bottom) Differs From Structured Workflows (top) State State Activity Activity Control Rather Than a Path Determined by Predefined Workflow, the Case Flow Evolves Based on Content Added to the Case Folder State Activity Control Activity Control Process Snippets Can be Launched to Speed Processing
  • How Case Management (bottom) Differs From Structured Workflows (top) Defined Start Point Customer Reports Problem In Between the Process Follows a Predefined Path or Otherwise Fails A Case is Opened Issue is Investigated Solution Applied, Alternatives Unsuccessfully Researched & Applied Defined End Points Issue Resolved & Recorded Cases Evolve Over Time in Often in Unpredictable Directions, Requiring the Ability to Jump Forward, Jump Back, Re-do or Otherwise Perform Work in a Sequence That Can‟t be Determined in Advance. The State of the Case is determined by the Content Within the Case, Not Where the Case is at Any Time.
  • Adaptable, Not Ad-Hoc Business Rules, Business Analytics, Context-Sensitive „Help‟ and Knowledge Management Functions Help Guide Knowledge Workers to Make Decisions About Cases as They Evolved. The Case Management System Adapts to the Context of the Case, Guiding the Outcome Based on the Combination of Rules/Policies, Data, and Application of Knowledge Worker Know-How.
  • Gartner - “Segmenting the Emerging Case Management Market” Source: June 12, 2012, “The Case for Case Management Solutions” Gartner report
  • Gartner - “Segmenting the Emerging Case But assumes Case Management is Management Market”something you buy. something you do, not Source: June 12, 2012, “The Case for Case Management Solutions” Gartner report
  • Case Management Traditional BPM Object Model Shared object model in repository storing both structured and unstructured data. Data structures based on process definition (process instance data) and kept separate from “payload” or work performed. Bindings Dynamic binding of control artifacts (process snippets rules, forms) reflecting case context. Bindings typically static (“early binding”) for control/process artifacts; invoked services kept separate from process definitions. Adaptability Rules and analytics provide guidance for adapting to events and next steps. Processes follow predefined paths, including predefined alternatives. Security Role-based security applied to both case folder and contents. Security bound to roles defined by process swimlanes and the activities they contain. Analytics Advanced analytics enable identification and reuse of patterns and exceptions, based on content of case folder as well as activity of case workers. Analytics specific to process instance data and workloads rather than content captured in course of performing work. Integration Connectors are provided to integrate external data into the virtual case folder and case record. Data can be manipulated (extracted and transformed or “CRUD” operations) if data structures are defined in the process or as part of external services.
  • Case Management Deployment Architectures LESS GREATER Cost, Complexity, Time-to-Deployment Web-based Open Architecture Java EE Platform Environment Existing Microsoft Enterprise Environment SINGLE VENDOR PRODUCT SUITE UI provided through Microsoft environments Native Mobile Client Web Client BPMS Suite Firewall Lync BPMS Suite WCF SPS MEX or Admin Server Admin Console Enterprise Manager Microsoft IIS Server Apache HTTP Server Web Host / WebGate Oracle HTTP Server Microsoft IIS Server Microsoft SharePoint Server Microsoft Dynamics CRM SOA Mgt Pack Oracle SOA Host WLS OSB SOA Suite BAM Host Oracle Service Bus SOA/BPM Worklist/ Workspaces B2B UMS WLS BAM Web App Oracle SES Secure Enterprise Search Bus. Rules UMS Composer WebLogic Server on Oracle Linux I WebLogic Server Oracle Linux Active Directory Server J2EE App Server Windows Server SQL Server MySQL, Oracle, DB2, or SQL Server Case Data MICROSOFT INFRASTRUCTURE Predictive Analytics Enterprise Repository Services Registry WebCenter Database Oracle 11g Database Security Database
  • Forrester Wave: Dynamic Case Management Leaders
  • Forrester Wave: Dynamic Case Management Leaders Significant vendor acquisitions since the “Wave” was first published:
  • Forrester – “Three case management categories will emerge by 2013” Service Requests Investigations Incidents Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report
  • Work Patterns Applicable to Dynamic Case Management Source: 2011 - 2013 Case Management Survey
  • Incident Management Supporting processes where work that should be handled uniquely from other work; where the case must dynamically adjust during its execution; yet where there is risk associated with mishandling information, or otherwise deviating from defined policy and procedure. Requires Multi-channel interaction, collaboration, tracking and reporting; typically event-driven rather than discovery-oriented; may also be PCM. An Issue is Reported A Case is Opened Issue is Investigated Solution Applied, Alternatives Unsuccessfully Researched & Applied Issue Resolved & Recorded
  • Top Priorities Realizable Through Dynamic Case Management Source: 2011 - 2013 Case Management Survey
  • Service Requests in Case Management Case supporting the delivery of services or benefits for in an internal or external customer, from request to potential adjudication of third party payment. New Employee or Customer On-Boarding, Help Desk, Benefits Administration; integration to back office systems and SORs is key. New Service Event A Case is Opened Customer Information is Added Interaction With Customer or Stakeholder Success Criteria is Met Customer Record Updated
  • Investigative Case Management Goal-driven cases focus on gather evidentiary data and information for the purpose of reaching a defined conclusion to a known event (conviction, etc.) or the discovery process for identifying possible event/violation. Mobile access, task delegation and synchronization, data integration, very data-driven; Fraud, Waste, and Abuse; Claims Investigation; requires combination/balance of rules and autonomy (not PCM). An Event Occurs Which Launches an Investigation A Case is Opened Investigation Targets Identified Investigations Performed Information is Collected and Analyzed Investigation Concluded and Recorded
  • Knowledge-Driven: Applying Analytics DCM Business Rules, Policies and Processes Are Run Against Case Data Analytics Are Run Against Case Data An Event Occurs Which Launches an Investigation A Case File is Opened Information is captured and added to case “Prescriptive Analytics” Additional Investigation Steps are Identified and More Content Added to the Case Prepare Document Analytics Help Define How the Case is Processed The Case is Completed When Criteria is Met Process Evidence A Library of Process Fragments Can Be Called on to Automate Mundane Tasks or Regulated Processes
  • Case Management Offers a Platform for Realizing Value From „Big Data‟ From Transactional Data (Control) to Data-Driven (Visibility) Adaptable Processes Driven by Analytics, Context, and External Events Bridging Systems of Records and Systems of Engagement for End-to-End Process Providing Transparency of Business Operations Delivering the Ability to Measure Performance & Progress in Holistically, Across the Entire Process Shift From Efficiency to Effectiveness Metrics are Revenue vs Cost-Driven, Response Time and Customer Experience
  • Case Management Model and Notation (CMMN) • OMG define Modeling Standard for Case Modeling • Defines Metamodel of the Case and its Associated Classes • A Case Consists of: – Case Plan Model – Case File Model, and – Set of Case Roles • In January 2013 OMG published the first beta version; XSDs and XMI models available now online http://www.omg.org/spec/CMMN/
  • More Info on CMMN at: http://www.omg.org/spec/CMMN/ Contact Nathaniel Palmer at: nathaniel@bpm.com