You are the process!Case Management with Oracle Business Process Management SuiteHajo NormannAccentureTorsten WinterbergOP...
The Team:Masons-of-SOA          Bernd Trops (Talend):           bernd.trops@talend.com          Clemens Utschig-Utschig ...
Agenda1.   From taylorism to     knowledge work2.   Need for IT support3.   ACM and BPM4.   Oracle and ACM5.   Conclusion ...
1   From taylorism to knowledge work            Adaptive Case Management   Seite 4
The industrial revolution:Bringing mass-production to our world             Adaptive Case Management   Seite 5
With taylorism came the production worker             Adaptive Case Management       Seite 6
The key: Serial Execution of a well-definedprocess (and no exceptions!)                                                   ...
Taylorism: production workers everywhere …            Adaptive Case Management         Seite 8
Work has changed today:A new role emerged: the knowledge worker  Innovation in business   concepts    Division of Labor ...
Why and how to give the knowledge2   worker better IT support?            Adaptive Case Management    Seite 10
IT support for knowledge workers isa challenge …         Rigid Workflow                                                   ...
… Task Management is a starting point to    address this challenge                                          Task Managemen...
Yet, mere Task Management is not sufficient                                        http://www.masteringtheunpredictable.co...
Workflow and BPM put the task into context                          Enterprise Task Management                  Tasklist  ...
BPM technology. The solution?            Adaptive Case Management   Seite 15
BPM technology. The solution?         The key lesson: Pre-defined workflow is great,          but you need to apply it whe...
The fear …   So I won‟t have a complete        30-step, 10 angles      covered, EPC/BPMN    compliant process model     to...
Flowcharting based BPM represents rigidprocesses            Adaptive Case Management      Seite 18
Case for Case Management:   Insurance Underwriting – with flowchart: Hard to predict, too many   variances for flowchart, ...
Enter Case ManagementGoal-oriented – like a navigation system                                        Journey to           ...
Case for Case Management: Insurance Underwriting – with case management, the process participant is in controlPotential po...
No difference between straight-through andmanual processing                                        http://www.beinformed.c...
Event-driven – Dynamic Activity Plan                       … What you can do now …                        … What you have ...
Focus is set on the “case”      … pension starts                … pension holder           paying out                 dece...
3   ACM and BPM          Adaptive Case Management   Seite 25
What is a case (I)? The coordination of multiple tasks, planned or  unplanned, for a specific purpose. Almost anything c...
BPM und ACM:There„s no „versus“. You need them both!                                        BPM           Rigid BPM       ...
BPM and ACM Activity definition   rigidBPM:     A process has defined n activities a priori.     Until deployment time...
Classical BPM and Case Mgmt.:Different approaches for Task Management      Tasks are tied to Processes                  Pa...
BPM and ACM                                     http://www.masteringtheunpredictable.com          Adaptive Case Management...
BPM and ACM: ACM is data-centric                                       http://www.masteringtheunpredictable.com           ...
Social – Multiple stakeholders working on a case                                      Shifting                       Mass ...
Although case management technology isrecognized as separate technology component …        © Forrester Wave™:        Dynam...
Vision: Case management board            Adaptive Case Management   Seite 34
Vision: View of a single case              Adaptive Case Management   Seite 35
Vision: Work on activiti „G“              Adaptive Case Management   Seite 36
Vision: Activiti „G“ has ended             Adaptive Case Management   Seite 37
Basic building blocks for acm    Knowledge area                                                       Activity Area       ...
4   Oracle and ACM           Adaptive Case Management   Seite 39
Evolution of Oracle SOA platform:complete & integrated                                           12c                      ...
BPM Case Management Evolution            Today                                             BPM 11.1.1.7                   ...
Case Management                                vs.   BPM Adhoc, unstructured progression of a               Process inst...
Rich Support for Event Driven Processing             Adaptive Case Management      Seite 43
Built In Business Rules             Adaptive Case Management   Seite 44
Flexibility to Handle Variability in Processing                                                    End-users can also add ...
Activity Guides for Case Processing             Adaptive Case Management   Seite 46
Process Spaces - Instance/Case Space                                                         Audit trail for this process ...
Interfaces delivered on Mobile      ADF Mobile Browser                    ADF Mobile Native                 Adaptive Case ...
Integrated Content Management • Tight integration with Content management systems • Document workflow                     ...
Optimizing Case Flow with RTD            Adaptive Case Management   Seite 50
One BPM product for all process flavors:11.1.1.7 - Case as a First Class Component      Systems                           ...
Case as a First Class Component   Design Time Case Artifact                  Sample Case User Interface                   ...
Case Activities and Events               Case Activities    (can be independent of any process)                           ...
Case Stakeholders and Milestones            Adaptive Case Management   Seite 54
Richer Content Integration Content can be uploaded via case  Integration with other CMS based  interface or directly via...
Mega Trend: Case Management as part of holisticEnterprise Toolset                     “Next-generation case management req...
Start with adaptive ideas…                ...         generic         Process                                             ...
5   Conclusion           Adaptive Case Management   Seite 58
Conclusion You can start with Case Management today Case Management “extends” Task Management Increase of efficiency  ...
Contact:Hajo NormannSOA/BPM Center of Practice ASG Lead,Oracle ACE Director,AS&T Innovation, Accenture GmbHhajo.normann@ac...
Case Management in 11.1.1.7 Case  Activities, Events,  Stakeholders and  Permissions Runtime  management of  above conce...
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Du bist der Prozess - Adaptive Case Management mit der Oracle BPM

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Effizienzsteigerung durch Prozessautomatisierung. Ein Ausspruch, der sich durch unsere Geschichte zieht: 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 oder gar ganz verhindern.

Effizienzsteigerung wird nicht mehr durch die simple Automatisierung von Routinetätigkeiten erreicht (dies ist schon in heutiger Standard-ERP-Software abgebildet). Es geht darum, den heutigen Wissensarbeitern (Knowledge Worker) einen optimalen Arbeitsplatz zur Verfügung zu stellen, an dem sie bestmögliche Entscheidungen für das Unternehmen treffen können. Dazu muss in BPM-Initiativen der Mensch wieder in den Vordergrund treten: als Beteiligter am Prozess, der nicht vollständig über Prozessmodelle gesteuert wird, sondern selbst aktiv und unmittelbar zur Verbesserung beiträgt.

Die Referenten führten ihre Zuhörer in das dynamische oder adaptive BPM ein und zeigten am Beispiel der Oracle BPM Suite, was heute bereits im Umfeld des Adaptive Case Management (ACM) möglich ist.

Torsten Winterberg, Manager Business Development & Innovation sowie BPM-&-SOA-Experte bei OPITZ CONSULTING und Hajo Normann, AS&T Innovation, Accenture präsentierten den Vortrag bei der DOAG Konferenz 2012 in Nürnberg.

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  • Hallo Herr Pucher, vielen Dank für das Feedback. Wir freuen uns, dass ihnen, als Vorreiter im Thema ACM, unsere Präsentation aufgefallen ist - wir werten das als gutes Zeichen. Ob es sich um eine 1:1 Kopie ihrer Präsentation handelt, kann ich leider nicht einschätzen, da uns diese nicht bekannt ist. Natürlich haben wir zur Präsentation der Kernideen auch die von ihnen erarbeiteten Folien verwendet - unter Angabe der Quelle und in der Absicht der Honorierung der guten Arbeit aus Mastering the Unpredictable. Vielleicht können wir die Foliensätze mal vergleichen. Sollte das wirklich 1:1 sein, würde mich das sehr verwundern, da hier unzählige Iterationen dazwischen lagen und wäre dann eher ein Qualitätsmerkmal. Was die Anmerkungen zu Oracle angeht, gehe ich allerdings nicht konform. Oracle ist sicherlich noch am Anfang, was das Thema angeht und zentrale Fragen sind noch in Klärung, bzw. Entwicklung, wie etwas das Thema 'Living Knowledge', aber von Ad Hoc Tasks ist der Ansatz sehr weit weg. Gerne stehe ich für weitere Diskussionen auch persönlich zur Verfügung und gerne können wir uns Tooling mal gemeinsam ansehen. Bruce Silver war übrigens recht angetan von der Oracle Roadmap. Unseren fachlichen Background haben wir übrigens u.a. an einer selbst implementierten ACM Engine gewonnen, die im Kern komplett Ontologie-basiert ist und damit dem Living Knowledge Gedanken folgt.
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  • Das was hier dargestellt wird ist zwar eine 1:1 Kopie meiner Präsentationen zum Thema ACM, aber das was Oracle zur Verfügung stellt sind einfache Ad-Hoc Tasks die man in Fodlers gruppieren kann und das hat mit ACM nichts zu tun.

    Weiters handelt es sich nicht um ein Integration von Content Management sondern nur das Abspeichern von Content Files im Case, so wie das jedes CM macht. Konsolidierter Content erlaubt die Handhabung von Dokumenten auf Basis der Text Bausteine, eingebundenen Daten, Regeln, Formatierungsanweisungen und Zuordnung von Bearbeitungschritten an Benutzer.

    Im grossen und ganzen ist diese Vorgangsweise nicht sehr ansprechend sowohl von der fachlichen Kompetenz, als auch von der Darstellung des Produktes.
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Du bist der Prozess - Adaptive Case Management mit der Oracle BPM

  1. 1. You are the process!Case Management with Oracle Business Process Management SuiteHajo NormannAccentureTorsten WinterbergOPITZ CONSULTING GmbHDOAG 2012, Nürnberg Adaptive Case Management Seite 1
  2. 2. The Team:Masons-of-SOA  Bernd Trops (Talend): bernd.trops@talend.com  Clemens Utschig-Utschig (Boehringer-Ingelheim): clemens.utschig-utschig@boehringer-ingelheim.com  Berthold Maier (T-Systems): berthold.maier@t-systems.com  Hajo Normann (Accenture): hajo.normann@accenture.com  Torsten Winterberg (OPITZ CONSULTING): torsten.winterberg@opitz-consulting.com  Jürgen Kress (Oracle Corp.) juergen.kress@oracle.com  Guido Schmutz (Trivadis): guido.schmutz@trivadis.com  Danilo Schmiedel (OPITZ CONSULTING): danilo.schmiedel@opitz-consulting.com www.soa-community.com Adaptive Case Management Seite 2
  3. 3. Agenda1. From taylorism to knowledge work2. Need for IT support3. ACM and BPM4. Oracle and ACM5. Conclusion Adaptive Case Management Seite 3
  4. 4. 1 From taylorism to knowledge work Adaptive Case Management Seite 4
  5. 5. The industrial revolution:Bringing mass-production to our world Adaptive Case Management Seite 5
  6. 6. With taylorism came the production worker Adaptive Case Management Seite 6
  7. 7. The key: Serial Execution of a well-definedprocess (and no exceptions!) Exceptions… A4 Trx A1 A2 Trx A3 D1 A5 http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518 Adaptive Case Management Seite 7
  8. 8. Taylorism: production workers everywhere … Adaptive Case Management Seite 8
  9. 9. Work has changed today:A new role emerged: the knowledge worker  Innovation in business concepts  Division of Labor  Work & Component Standardization  Efficiency studies & Improvement  Management  Innovation in technology  Tools  Machines Adaptive Case Management Seite 9
  10. 10. Why and how to give the knowledge2 worker better IT support? Adaptive Case Management Seite 10
  11. 11. IT support for knowledge workers isa challenge … Rigid Workflow Word/ Paper E-mail Excel CRM/ Product ERP system Data-driven system Document system http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518 Adaptive Case Management Seite 11
  12. 12. … Task Management is a starting point to address this challenge Task Management Tasklist Task Templates Task Runtime Task Application Design Framework Content Events Rules Collaboration © by Hajo Normann, Accenture Adaptive Case Management Seite 121
  13. 13. Yet, mere Task Management is not sufficient http://www.masteringtheunpredictable.com Adaptive Case Management Seite 13
  14. 14. Workflow and BPM put the task into context Enterprise Task Management Tasklist Task Templates Task Runtime Task Application Design Framework Social Monitoring & Content Events Workflow Rules Collaboration Software Analytics © by Hajo Normann, Accenture Adaptive Case Management Seite 141
  15. 15. BPM technology. The solution? Adaptive Case Management Seite 15
  16. 16. 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 16
  17. 17. 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 Adaptive Case Management Seite 17
  18. 18. Flowcharting based BPM represents rigidprocesses Adaptive Case Management Seite 18
  19. 19. Case for Case Management: Insurance Underwriting – with flowchart: Hard to predict, too many variances for flowchart, process participant is controlled Automatically filed, analyzed Triggered and manual initiated tasksPotential policy/contractsubmitted • Insurance application • Credit report Application Timer— overdue • Loss history Application— initiates Underwriter evidence signed process evidence ordered Insurance contract Loss history Negotiate, d Evidence ecline, addit received— ional info initiates required underwriter notification when complete Credit, MVR, MIB reports Risk Correspondence and accepted, i Conference/ ssue policy forms automated referral with Risk scores experts too high to pass automatically Adaptive Case Management Seite 19
  20. 20. Enter Case ManagementGoal-oriented – like a navigation system Journey to „Nürnberg“ Status: arrived Adaptive Case Management Seite 20
  21. 21. Case for Case Management: Insurance Underwriting – with case management, the process participant is in controlPotential policy/contract Automatically filed, analyzed Triggered and manual initiated taskssubmitted • Insurance application • Credit report • Loss history Application Underwriter evidence 4 Timer— overdue —signed ordered evidence Insurance contract Loss history from policy admin app Evidence received— Negotiate, dec initiates line, additiona underwriter notification l info required when complete Credit, MVR, M IB reports from external Conference/ sources referral with experts Risk scores too high to pass Risk automatically accepted, i ssue policy Adaptive Case Management Correspondence and Seite 21 forms automatically sent
  22. 22. No difference between straight-through andmanual processing http://www.beinformed.com Adaptive Case Management Seite 22
  23. 23. Event-driven – Dynamic Activity Plan … What you can do now … … What you have done … so far … What could be next … http://www.beinformed.com Adaptive Case Management Seite 23
  24. 24. Focus is set on the “case” … pension starts … pension holder paying out deceased Pension plan is created … legal changes … old pension … employer plan is incorporated changes again … divorce and … risk profile remarriage changes affect pension … employer changes http://www.beinformed.com Adaptive Case Management Seite 24
  25. 25. 3 ACM and BPM Adaptive Case Management Seite 25
  26. 26. What is a case (I)? 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 Expansion of the term „case“ to „everything“. http://www.bpmnforum.net/blog27/adaptive-processes/new-book-taming-the-unpredictable-2/ Adaptive Case Management Seite 26
  27. 27. BPM und ACM:There„s no „versus“. You need them both! BPM Rigid BPM Adaptive BPM with BPMN with ACM rBPM aBPM Adaptive Case Management Seite 27
  28. 28. BPM and ACM Activity definition  rigidBPM:  A process has defined n activities a priori.  Until deployment time every activity and all transitions are defined.  adaptiveBPM:  A number of activities may be unknown, even after deployment. Activity transition  rigidBPM:  During design time all possible transitions between activities are modelled.  adaptiveBPM:  Possible transitions depend on current context and data. Adaptive Case Management Seite 28
  29. 29. Classical BPM and Case Mgmt.:Different approaches for Task Management Tasks are tied to Processes Participants can refine case tasks as they proceedACM 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 Seite 292
  30. 30. BPM and ACM http://www.masteringtheunpredictable.com Adaptive Case Management Seite 30
  31. 31. BPM and ACM: ACM is data-centric http://www.masteringtheunpredictable.com Adaptive Case Management Seite 31
  32. 32. Social – Multiple stakeholders working on a case Shifting Mass requirements Customization Interpretation Driving the of ambiguous process Administrative Consumer, Citizen, information Professional Business Minimal Making operational burden decisions Conflicting stakeholder requirements Spotting and Operational driving change excellence Manager, Strategist http://www.beinformed.com Adaptive Case Management Seite 32
  33. 33. Although case management technology isrecognized as separate technology component … © Forrester Wave™: Dynamic Case Management, Q1 ‟11 Adaptive Case Management Seite 33
  34. 34. Vision: Case management board Adaptive Case Management Seite 34
  35. 35. Vision: View of a single case Adaptive Case Management Seite 35
  36. 36. Vision: Work on activiti „G“ Adaptive Case Management Seite 36
  37. 37. Vision: Activiti „G“ has ended Adaptive Case Management Seite 37
  38. 38. Basic building blocks for acm Knowledge area Activity Area Other related entities Next (possible) shell Related entity (history, audi (1) t)… Next (possible) shell Next (possible) shell Central entity Next (possible) shell Related entity Related entity (2) (3) Add another … Standard tools (gmaps / calendar / calc / mail) Save for later Task Engine Process Engine Service Bus DMS Adaptive Case Management Seite 38
  39. 39. 4 Oracle and ACM Adaptive Case Management Seite 39
  40. 40. Evolution of Oracle SOA platform:complete & integrated 12c • Collaboration • Deep runtime monitoring • “Make hard things simple” Adaptive Case Management Seite 40
  41. 41. BPM Case Management Evolution Today BPM 11.1.1.7 BPM 12c Robust Built-in Case Management as a Industry Leading Case Management first class feature Case Management Case introduced as a first class Expand and improve featuresCombination of BPMN, WebCenter introduced in 11.1.1.7 to provide artifact in BPM with support forContent, Business Rules, and ADF leading edge adaptive case milestones, events, adhoc activities, supporting case management. management solution. etc. Adaptive Case Management Seite 41
  42. 42. Case Management vs. BPM Adhoc, unstructured progression of a  Process instance progresses through a case from initiation to final state sequence of steps and is structured Non-deterministic; The case flow is  Process flow logic expressed in dynamically determined at run-time advance Case consists of a collection of  Flow logic expressed as a single processes and isolated tasks process model Management by objectives;  Scientific Management; Automate and Participants choose action to meet improve processes to increase goals efficiency Knowledge work  Routine work Case folder provides overall co-  Process audit trail shows the process ordination of case flow Document intensive  Primarily uses structured data Adaptive Case Management Seite 42
  43. 43. Rich Support for Event Driven Processing Adaptive Case Management Seite 43
  44. 44. Built In Business Rules Adaptive Case Management Seite 44
  45. 45. Flexibility to Handle Variability in Processing End-users can also add participants anywhere in Task routing flowEnd-users canreassign, re-route, delegate Tasks Adaptive Case Management Seite 45
  46. 46. Activity Guides for Case Processing Adaptive Case Management Seite 46
  47. 47. Process Spaces - Instance/Case Space Audit trail for this process instanceDocuments specific to thisFraud Investigation Discussions on this Fraud investigation Adaptive Case Management Seite 47
  48. 48. Interfaces delivered on Mobile ADF Mobile Browser ADF Mobile Native Adaptive Case Management Seite 48
  49. 49. Integrated Content Management • Tight integration with Content management systems • Document workflow Adaptive Case Management Seite 49
  50. 50. Optimizing Case Flow with RTD Adaptive Case Management Seite 50
  51. 51. One BPM product for all process flavors:11.1.1.7 - Case as a First Class Component Systems People Decisions Documents Events Adaptive Case Management Seite 51
  52. 52. Case as a First Class Component Design Time Case Artifact Sample Case User Interface Adaptive Case Management Seite 52
  53. 53. Case Activities and Events Case Activities (can be independent of any process) Case Events (Built-in and user defined) Adaptive Case Management Seite 53
  54. 54. Case Stakeholders and Milestones Adaptive Case Management Seite 54
  55. 55. Richer Content Integration Content can be uploaded via case  Integration with other CMS based interface or directly via CMS on CMIS Adaptive Case Management Seite 55
  56. 56. Mega Trend: Case Management as part of holisticEnterprise Toolset “Next-generation case management requires a different mindset … this new case management will be a huge departure from the workflow/imaging solutions of old and will be based on predictive Adaptive Case Management Seite 56 analytics, business rules, and social collaboration, in addition to core BPM
  57. 57. Start with adaptive ideas… ... generic Process Legacy Adaptoren RootProcess Baufi-Prozess (Orchestrierung) Excel/Rule EngineList with all activities Adaptive Case Management Seite 57
  58. 58. 5 Conclusion Adaptive Case Management Seite 58
  59. 59. Conclusion You can start with Case Management today Case Management “extends” Task Management 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)  Concentrate on core business Not ACM instead of BPM  ACM is a new tool in the architect’s toolbox. Don‟t imprison the knowledge worker in rigid processes  Watch out, if people aren’t allowed to make decisions on their own. Adaptive Case Management Seite 59
  60. 60. Contact:Hajo NormannSOA/BPM Center of Practice ASG Lead,Oracle ACE Director,AS&T Innovation, Accenture GmbHhajo.normann@accenture.comTorsten WinterbergBusiness Development & Innovation,Oracle ACE DirectorOPITZ CONSULTING Deutschland GmbHtorsten.winterberg@opitz-consulting.com Adaptive Case Management Seite 60
  61. 61. Case Management in 11.1.1.7 Case Activities, Events, Stakeholders and Permissions Runtime management of above concepts User driven task decomposition CMIS support Adaptive Case Management Seite 64

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