You are the process – Dynamic BPM with Adaptive Case Management


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(Die Präsentation wurde in englischer Sprache gehalten.)

Effizienzsteigerung durch Prozessautomatisierung: Geprägt und eindrucksvoll in der industriellen Fertigung schon durch Henry Ford umgesetzt. Goldrichtig für den „Production Worker“. Heute aber schreien die Menschen vor ihren Bildschirmen auf, wenn sie durch zu starre Prozesskorsette in immer gleiche Aufgabenlisten und Maskenflüsse gezwungen werden, die innovatives und situationsadäquates Handeln erschweren. ACM hilft, wenn Ihre Prozesse zu variantenreich für rigides BPM sind.

Torsten Winterberg, Manager Business Development & Innovation bei OPITZ CONSULTING, führte in seiner Session in die ACM Thematik ein und berichtete von den Erfahrungen aus einem realen Kundenprojekt. Der BPM-und SOA-Experte präsentierte diesen Vortrag am 12. November 2013 bei der MID Insight in Nürnberg.

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Als führender Projektspezialist für ganzheitliche IT-Lösungen tragen wir zur Wertsteigerung der Organisationen unserer Kunden bei und bringen IT und Business in Einklang. Mit OPITZ CONSULTING als zuverlässigem Partner können sich unsere Kunden auf ihr Kerngeschäft konzentrieren und ihre Wettbewerbsvorteile nachhaltig absichern und ausbauen.

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  • Gefahr, dass eine SOA mit vielen Postkörben entsteht: PostkorbDrivenArchitekture.Postkörbe: DMS, E-Mail, BPEL, lokale Anwendungen, ....Architektur: Einen zentralen Postkorb Wichtige Standards: WS-HumanTask , BPEL4PeopleEinzige OpenSource Implementierung: Intalio. Apache HISE eralystage.Hersteller Wie SAP, IBM oder Oracle liefern eine ImplementierungHerausforderung: Die Tasksund Anwender nicht mehr wissen wohin sie schauen müssen
  • You are the process – Dynamic BPM with Adaptive Case Management

    1. 1. Adaptive Case Management (ACM) You are the process – Dynamic BPM with Adaptive Case Management Torsten Winterberg OPITZ CONSULTING Deutschland GmbH MID Insight, November 2013 Adaptive Case Management Seite 1
    2. 2. Adaptive Case Management Seite 2
    3. 3. 1 Adaptive Case Management Introduction Adaptive Case Management Seite 4
    4. 4. IT support for knowledge workers is a challenge … Rigid Workflow CRM/ ERP Product system Paper E-mail Word/ Excel Data-driven system Document system Adaptive Case Management Seite 5
    5. 5. … Task Management is a starting point to address this challenge Task Management Tasklist Task Templates Task Runtime Framework Task Application Design Content Events Rules Collaboration © by Hajo Normann, Accenture Adaptive Case Management 6 Seite 6
    6. 6. In-box driven service architecture?! Adaptive Case Management Seite 7
    7. 7. Service Konsumenten In-box as central architecture component of the enterprise reference-architecture (I) - Conceptual view User Interaction Channels Browsers Client UI IVR Applications Partners Events System Consumers Composite Applications Web Apps Portal Workflow In-box Mashup Process Integration Custom Business Logic Data Services Logical Data Model Connectivity Services System Access Data Synchronization Data Aggregation Messaging Adapters Data Access Data Access Partner Integration Service Providers Service Oriented Infrastructure (DB, Grid, Virtualization, Caching) Service Enabled Assets Non-Service Enabled Assets Legacy Adaptive DB Packaged Case Management BEA Confidential | 8 Partner s Content Collaboratio n Seite 8 Search Governance Atomic Business Services Management Business Activity Services Service Mediation & Messaging System & Human Centric Processes Event Processing Business Process Rationalization Enterprise Security / Identity Shared Business Processes Fat Clients Business Rules Business Process Services Enterprise Business Intel. Shared Portlets Consistent User Interaction Business Processes In-box Services Presentation Services Integrationsplattform PDA Cell
    8. 8. BPM technology. The solution? Adaptive Case Management Seite 9
    9. 9. 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… Adaptive Case Management Seite 10
    10. 10. The fear … So I won’t have a complete 30-step, 10 angles covered, EPC/BPMN compliant process model to control, uhm, guide employees?! Adaptive Case Management Seite 11
    11. 11. Flowcharting based BPM represents rigid processes Adaptive Case Management Seite 12
    12. 12. Enter Case Management Goal-oriented – like a navigation system Journey to „Nuremberg“ Status: arrived Adaptive Case Management Seite 13
    13. 13. No difference between straight-through and manual processing Adaptive Case Management Seite 14
    14. 14. 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? Adaptive Case Management Seite 15
    15. 15. Classical BPM and ACM: Different approaches for Task Management Tasks are tied to Processes Participants can refine case tasks as they proceed ACM uses a task-oriented approach to define the structure of a case Cases and in-baskets reflect the tasks that need to be completed, regardless of where they came from New tasks can be added to cases on the fly Tasks can vary in complexity © by Hajo Normann, Accenture Adaptive Case Management 1 Seite 16
    16. 16. BPM and ACM Adaptive Case Management Seite 17
    17. 17. BPM und ACM: There‘s no „versus“. You need them both! BPM Rigid BPM with BPMN Adaptive BPM with ACM rBPM aBPM Adaptive Case Management Seite 18
    18. 18. Case Management UI (Example) Adaptive Case Management Seite 19
    19. 19. Ermerging paths (university campus Stuttgart) Adaptive Case Management Seite 20
    20. 20. 2 Case Study Adaptive Case Management Seite 21
    21. 21. Insurance Company Information System (ICIS) Adaptive Case Management Seite 22
    22. 22. Case Management UI (Wireframe II) Adaptive Case Management Seite 24
    23. 23. Case: Claims File Case Management Model and Notation 1.0 (CMMN) Adaptive Case Management Seite 25
    24. 24. CMMN Modeling in MID Innovator Adaptive Case Management Seite 26
    25. 25. Download: Adaptive Case Management Seite 27
    26. 26. 3 Conclusion Adaptive Case Management Seite 28
    27. 27. 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. Adaptive Case Management Seite 29
    28. 28. Discussion, Questions & Answers Adaptive Case Management Seite 30
    29. 29. 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 Adaptive Case Management Seite 31
    30. 30. Smart Change: Our approach to introduce ACM Step 1 Step 2 Application to Process Collaboration & Integration Step 4 Replacement Adaptive Case Management Step 3 Optimization & Innovation Seite 32
    31. 31. Smart Change: Step 1 – Application 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 Adaptive Case Management Step 1 Step 2 Application to Process Collaboration & Integration Step 4 Replacement Step 3 Optimization & Innovation Seite 33
    32. 32. Smart Change: Step 2 Collaboration and Integration • Implement new functions, which are not available today Step 1 Step 2 Application to Process Collaboration & Integration < Step 4 Replacement Step 3 Optimization & Innovation Adaptive Case Management • Automation: Automate manual working steps • Content Collaboration: Integrate new systems and partners • Integrate new channels Seite 34
    33. 33. Smart Change: Step 3 Optimization & Innovation Step 1 Step 2 Application to Process Collaboration & Integration Step 4 Step 3 Replacement Optimization & Innovation • Adaptivity: establish an intelligent BPM solution with new services • Improve and enhance decision the management • React on impulse factors Adaptive Case Management Seite 35
    34. 34. Smart Change: Step 4 – Replacement Step 1 Application to Process Adaptive Case Management Collaboration & Integration Step 4 • Extract claims management from existing applications and switch to ACM solution Step 2 Step 3 Replacement Optimization & Innovation Seite 36
    35. 35. Contact Torsten Winterberg Business Development & Innovation OPITZ CONSULTING Deutschland GmbH Kirchstr. 6, 51647 Gummersbach, Germany Phone: +49 173 54 79 302 Mail: Twitter: @t_winterberg Blog: Blog: Adaptive Case Management © OPITZ CONSULTING GmbH 2013 Seite 37
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