Oracle BPM Adaptive Case Management 2014

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Learn about the game changing adaptive case management features of business process management (BPM). The concepts and capabilities are introduced along, how this extends BPMN, and shows how Oracle BPM supports these capabilities out the box. Allowing you to build sophisticated case management solutions easily.

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  • We can sell BPM as a development tool to the IT org, but when we sell BPM solutions to CXOs by showing them how a product quality solution improves their business process, we effectively engage the decision makers in a positive wayIT sees how they can speed up delivery with ready to deploy departmental solutions while their development teams shorten their learning curve with methodology and best practice examples.Common industry problems without COTS applications are addressed by industry PAs BPM is a step beyond BPEL: we are orchestrating apps integrations and including human tasks which add value to the processThe market has laid down the challenge as well, with competitors providing prebuilt offerings on their platforms. The analyst community has applauded Oracle’s commitment to BPM driven solutions.Rapid development tools allow customers to augment the value of their applications quickly and easily
  • Oracle BPM Adaptive Case Management 2014

    1. 1. BPM and Adaptive Case Management with Oracle BPM Suite 11g David Webber NIEM and Open Data Team Lead April, 2014
    2. 2. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 122 The following is intended to outline Oracle general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle‟s products remains at the sole discretion of Oracle. Disclaimer Notice Copyright © 2014 Oracle Corporation. All rights reserved 2
    3. 3. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 123 Adaptive Case Management  Business processes with high degree of entry/exit points – Each instance may require different processing pathway  Guided process flow rather than fixed/mandated process flow  Event driven  Context/Content driven  Knowledge worker driven – Difficult to translate all knowledge into a set of structured flows  Ad-hoc inclusion of new participants to resolve unforeseen needs Key Attributes Copyright © 2014 Oracle Corporation. All rights reserved 3
    4. 4. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 124 Example Adaptive Case Management Use Cases  Extending PeopleSoft to handle Claims Management (Disability, etc.)  Extending Incident Reporting with Case Management for Investigators  Credit Card Dispute Case Management Copyright © 2014 Oracle Corporation. All rights reserved 4
    5. 5. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 125 Typical Business Process Flow + Swimlanes Copyright © 2014 Oracle Corporation. All rights reserved 5
    6. 6. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 126 Actual Case-based Process Flow Copyright © 2014 Oracle Corporation. All rights reserved 6
    7. 7. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 127 BPMN of Case-based Process Flow Content Management is key requirement Based on the nature of the case, every instance may flow in a completely different way Activities may be performed in any order Difficult to address flows using just one BPMN model Humans Decide Mix of Structured and Unstructured flow Copyright © 2014 Oracle Corporation. All rights reserved 7
    8. 8. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 128 Need an approach something like this … Copyright © 2014 Oracle Corporation. All rights reserved 8
    9. 9. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 129 Case Model Assessment Investigation Resolution CSR Analysts Investigators Prepare Case Initial Assessment Notify Customer Request Documents Review Documents Review Documents Request Documents Background Check Initiate Fraud Investigation Compensate Customer Notify Customer Each Milestone marks progression of a case Activities – system guided or human controlled Case Participants (Stakeholders) Activities – can be repeatable Activities assigned controlled by permissions and rules Activity can be a structured process or a task Stakeholders perform appropriate Activities as required by the needs of the Case to achieve desired outcome(s) Copyright © 2014 Oracle Corporation. All rights reserved 9 Milestones
    10. 10. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1210 Adaptive Case Management in Oracle BPM  Layered on proven Oracle BPM platform – No new tools and technologies to learn – Same infrastructure and project life-cycle management as Oracle BPM  Declarative, event-driven and rules-driven model  Ability to mix structured and unstructured process to create highly flexible and adaptive business processes  Inherits all the platform features including the wide selection of technology and application adapters An Overview SOA Infrastructure BPMN OBR Human Task Notification Web Center Content EDN ADF-BC Case Engine Copyright © 2014 Oracle Corporation. All rights reserved 10
    11. 11. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1211 Case Events Content Activities Data Policies Stake- holders Key Features  Events – Event-driven – System and user-defined events  Content – WebCenter Content & CMIS repository integration  Activities – Configurable at design time and runtime – BPMN, Human Tasks, Custom  Data – Business Objects – External  Policies – Oracle Business Rules  Stakeholders – Flexible stakeholder model Copyright © 2014 Oracle Corporation. All rights reserved 11
    12. 12. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1212 Adaptive Case Management  Case Activities, Events, Stakehol ders and Permissions  Runtime management of above concepts  User driven task decomposition  CMIS support to work with multiple content stores
    13. 13. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1213 Case Documents  Content can be managed via case interface  Or directly via CMS  Integration with other CMS based on CMIS Copyright © 2014 Oracle Corporation. All rights reserved 13
    14. 14. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1214 Case Events and Milestones  Lifecycle Events  Activity Events  Documents Events  Data Events  Milestone Events  User Defined Events with ad-hoc process flow Copyright © 2014 Oracle Corporation. All rights reserved 14 BPM Dashboard Process Tracking/Auditing
    15. 15. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1215 Case Activities  What are case activities? – BPMN processes – Human tasks – Custom  Out of the box custom Activities – Simple human task – Notification  Activities can be conditional  Activities can be manual or automatic Copyright © 2014 Oracle Corporation. All rights reserved 15
    16. 16. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1216 Case Policies & Constraints  Govern Case progression – When tasks should be available and removed – When milestones should be marked as attained  Oracle Business Rules – Pre-created dictionary – Facts pre-defined for case data Copyright © 2014 Oracle Corporation. All rights reserved 16
    17. 17. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1217 Enhanced Business Rules • Business Policies • Flexible Processes with dynamic binding • Approval and Task routing • Flexible case handling • Rule Testing Copyright © 2014 Oracle Corporation. All rights reserved 17
    18. 18. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1218 Stakeholders and Permissions  Flexible stakeholder model  Case Type specific and Case Instance specific stakeholders  What each stakeholder can do is defined using OPSS permission model  Flexible „permission tag‟ – Each permission has a read and write privilege – Permission tag can be associated with documents, comments, stakeholders, case activities – Can be attached at time of creation or later Copyright © 2014 Oracle Corporation. All rights reserved 18
    19. 19. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1219 Case Workspace Case Listing Advanced Search Audit Trail Activities Pin/Unpin Listing Case Data Forms Case Milestones Stakeholders User CommentsUser Defined Events Case Documents Copyright © 2014 Oracle Corporation. All rights reserved 19
    20. 20. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1220 Summary Copyright © 2014 Oracle Corporation. All rights reserved 20
    21. 21. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1221 Value Proposition  Rapid and Agile solutions delivery with Oracle BPM for today‟s collaborative application needs  Delivery via mobile, web and desktop systems  Supports wide range of typical forms needs (e.g. HTML, PDF, Excel)  Can integrate with cloud applications (e.g. geospatial, calendaring, etc)  Highly scalable light weight approach  Leverages SOA Suite for connectivity with web services  Standards based integration approach using XML and JSON  Secure information sharing with audit trails and reporting tools Oracle BPM with Adaptive Case Management Copyright © 2014 Oracle Corporation. All rights reserved 21
    22. 22. 22 Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 8 End-to-end Process Analytics Monitoring system health • Monitor workload and performance characteristics • Identify instances requiring attention Deriving business insights • Collect business metrics • Perform slice-dice and drill- down analysis on business metrics, Track KPIs, Configure Alerts Process improvements •Build and run what-if analysis scenarios. • Roundtrip simulation • Analyze results on dashboards and reports Strategic & trend analysis • Trend analysis of process metrics • Business correlations and cross- LOB analysis Copyright © 2014 Oracle Corporation. All rights reserved 22
    23. 23. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1223 Resources and Links  YouTube Channel Video of BPM for California – http://goo.gl/y3weZu  Open Source supporting web services software tools – http://www.cameditor.org  Product Information on Oracle BPM Suite – http://www.oracle.com/us/technologies/bpm/suite/overview/index.html  Java Developer Magazine article “BPM without Barriers” – http://java.ulitzer.com/node/2269751 Copyright © 2014 Oracle Corporation. All rights reserved 23
    24. 24. Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 1224

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