Adaptive Case Management (ACM)
You are the process –
Dynamic BPM with Adaptive Case Management

Torsten Winterberg
OPITZ C...
Adaptive Case Management

Seite 2
1

Adaptive Case Management Introduction

Adaptive Case Management

Seite 4
IT support for knowledge workers is
a challenge …

Rigid Workflow
CRM/
ERP

Product
system

Paper

E-mail

Word/
Excel

Da...
… Task Management is a starting point to
address this challenge
Task Management
Tasklist

Task Templates

Task Runtime
Fra...
In-box driven service architecture?!

Adaptive Case Management

Seite 7
Service Konsumenten

In-box as central architecture component of the
enterprise reference-architecture (I) - Conceptual vi...
BPM technology. The solution?

Adaptive Case Management

Seite 9
BPM technology. The solution?

The key lesson: Pre-defined workflow is great,
but you need to apply it where appropriate…
...
The fear …
So I won’t have a complete
30-step, 10 angles
covered, EPC/BPMN
compliant process model
to control, uhm, guide
...
Flowcharting based BPM represents rigid
processes

Adaptive Case Management

Seite 12
Enter Case Management
Goal-oriented – like a navigation system

Journey to
„Neapel“
Status:
arrived

Adaptive Case Managem...
No difference between straight-through and
manual processing

http://www.beinformed.com
Adaptive Case Management

Seite 14
What is a case?
 The coordination of multiple tasks, planned or unplanned,
for a specific purpose.
 Almost anything can ...
What kind of engagement do we expect?

Adaptive Case Management

Seite 16
Classical BPM and ACM:
Different approaches for Task Management
Tasks are tied to Processes

Participants can refine case ...
BPM and ACM

http://www.masteringtheunpredictable.com
Adaptive Case Management

Seite 18
BPM und ACM:
There‘s no „versus“. You need them both!
BPM

Rigid BPM
with BPMN

Adaptive BPM
with ACM

rBPM

aBPM

Adaptiv...
Case Management UI (Example)

Adaptive Case Management

Seite 20
Ermerging Paths
University Campus Stuttgart

http://www.nature.com/nature/journal/v388/n6637/fig_tab/388047a0_F1.html
Adap...
Download: www.thecattlecrew.com
Adaptive Case Management

Seite 22
2

Case Study

Adaptive Case Management

Seite 23
Insurance Company Information System (ICIS)

Adaptive Case Management

Seite 24
Case Management UI (prototype)

Adaptive Case Management

Seite 25
Smart Change: Our approach to introduce ACM

Step 1

Step 2

Application to
Process

Collaboration &
Integration

Step 4
R...
3

Conclusion

Adaptive Case Management

Seite 27
Conclusion
 Adaptive Case Management: The Goal is important
 Increase of efficiency
 NOT via automation of routine work...
Discussion, Questions & Answers

www.thecattlecrew.com
Adaptive Case Management

Seite 29
Contact
Torsten Winterberg
Business Development & Innovation
OPITZ CONSULTING Deutschland GmbH
Kirchstr. 6, 51647 Gummersb...
Why have we chosen Case Management?
 Case Management is centered around living information and
relationships (traditional...
Smart Change: Our approach to introduce ACM

Step 1

Step 2

Application to
Process

Collaboration &
Integration

Step 4
R...
Smart Change: Step 1 – Application to Process
•

The knowledge worker still uses the
existing systems

•

Event-Driven: AC...
Smart Change: Step 2
Collaboration and Integration
• Implement new functions, which are not
available today

Step 1

Step ...
Smart Change: Step 3
Optimization & Innovation

Step 1

Step 2

Application to
Process

Collaboration &
Integration

Step ...
Smart Change: Step 4 – Replacement

Step 1
Application to
Process

Adaptive Case Management

Collaboration &
Integration

...
Case Management UI (Wireframe)

Adaptive Case Management

Seite 37
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You are the process! From normative to adaptive Processes

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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. Adaptive Case Management (ACM) hilft, wenn Ihre Prozesse zu variantenreich für rigides BPM sind.

Unser BPM-Experte Torsten Winterberg stellte das ACM-Konzept bei der Fachmesse Moderner Staat am 03.12.2013 in Berlin vor.

--
Über uns:
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Über unsere IT-Beratung: http://www.opitz-consulting.com/go/3-8-10
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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! From normative to adaptive Processes

    1. 1. Adaptive Case Management (ACM) You are the process – Dynamic BPM with Adaptive Case Management Torsten Winterberg OPITZ CONSULTING Deutschland GmbH Moderner Staat, Dezember 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 http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518 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?! http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518 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 „Neapel“ Status: arrived Adaptive Case Management Seite 13
    13. 13. No difference between straight-through and manual processing http://www.beinformed.com 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? http://www.bpmnforum.net/blog27/adaptive-processes/new-book-taming-the-unpredictable-2/ Adaptive Case Management Seite 15
    15. 15. What kind of engagement do we expect? Adaptive Case Management Seite 16
    16. 16. 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 17
    17. 17. BPM and ACM http://www.masteringtheunpredictable.com Adaptive Case Management Seite 18
    18. 18. 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 19
    19. 19. Case Management UI (Example) Adaptive Case Management Seite 20
    20. 20. Ermerging Paths University Campus Stuttgart http://www.nature.com/nature/journal/v388/n6637/fig_tab/388047a0_F1.html Adaptive Case Management Seite 21
    21. 21. Download: www.thecattlecrew.com Adaptive Case Management Seite 22
    22. 22. 2 Case Study Adaptive Case Management Seite 23
    23. 23. Insurance Company Information System (ICIS) Adaptive Case Management Seite 24
    24. 24. Case Management UI (prototype) Adaptive Case Management Seite 25
    25. 25. 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 26
    26. 26. 3 Conclusion Adaptive Case Management Seite 27
    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 28
    28. 28. Discussion, Questions & Answers www.thecattlecrew.com Adaptive Case Management Seite 29
    29. 29. Contact Torsten Winterberg Business Development & Innovation OPITZ CONSULTING Deutschland GmbH Kirchstr. 6, 51647 Gummersbach, Germany Phone: +49 173 54 79 302 Mail: torsten.winterberg@opitz-consulting.com Twitter: @t_winterberg Blog: http://torstenwinterberg.blogspot.de/ Blog: http://www.thecattlecrew.com Adaptive Case Management © OPITZ CONSULTING GmbH 2013 Seite 30
    30. 30. 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
    31. 31. 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
    32. 32. 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
    33. 33. 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
    34. 34. 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
    35. 35. 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
    36. 36. Case Management UI (Wireframe) Adaptive Case Management Seite 37

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