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Adaptive Case Management Workshop 2014 - Keynote

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This is the first talk from the 3rd International Workshop on Adaptive Case Management and Non-Workflow BPM. conference overview at: http://acm2014.blogs.dsv.su.se/

  • Great stuff Keith; making sense of today's connected enterprise world. Like the birds analogy; as a biker understand group efforts. Suspect the birds are sensing similar drafting and proximity awareness of peloton riding...
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Adaptive Case Management Workshop 2014 - Keynote

  1. 1. Keith D Swenson Sept 2014 Ulm, Germany AdaptiveCM Workshop 2014 Keynote: status of the field so far
  2. 2. Innovation refers to the introduction of novel ideas or methods.
  3. 3. Knowledge workers … high degree of expertise, … involves the creation, distribution, or application of knowledge. - Thomas Davenport
  4. 4. Knowledge worker productivity is the biggest of the 21st century management challenges. In the developed countries it is their first survival requirement. - Peter F Drucker
  5. 5. By a number of estimates, •intellectual property, •brand value, •process know-how, and •other manifestations of brain power generated more than 70% of all US market value created over the past three decades. - “The Productivity Imperative”, McKinsey and Company
  6. 6. “The System” Your Organization IT System & People Offices Agreements Skills Expertise Relationships Hardware Software Data Desire to optimize the entire system
  7. 7. Definition of BPM Business Process Management (BPM) is a discipline involving any combination of modeling, automation, execution, control, measurement and optimization of business activity flows, in support of enterprise goals, spanning systems, employees, customers and partners within and beyond the enterprise boundaries.
  8. 8. Application Dev Email, Texting, Twitter, Telephone Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data
  9. 9. Dependencies Unpredictable does not mean Random Weather is unpredictable, but not random Weather is predictable, but only a few days in advance Predictability is related to Dependencies Something that is “independent” is self contained and generally predictable. Something that is dependent on a small number of external things might be predictable to the extent that the external things are predictable Something dependent on large numbers of external things, or dependent upon unpredictable things, generally can’t be predicted Look for the amount of external dependency
  10. 10. Closed Systems Even a closed system with no external dependencies can be unpredictable. lots of internal dependencies iterations over and over overly sensitive responses Unpredictability is when the number of variables overwhelm the possibilities. This is known as chaos but it is not random It is not just that you don’t know the status well enough to predict, but that it is impossible to know the status that well
  11. 11. Repeatability Repeatable = Predictable perfectly repeating == perfectly predictable Can be differences, and still be repeatable Everything is predictable the moment before it happens It is about the amount of time ahead. this is the prediction horizon If the process lasts longer than the prediction horizon, then we call it unpredictable. It can not be predefined, and must be managed “on the fly”
  12. 12. Examples of Predictability Types Predictability Description Change Horizon Work Duration Very High Factory Work Many years Minutes to days Very high Food Preparation Many years minutes High Server Integration Years Minutes Medium Order fulfillment Weeks to months Minutes to hours Low Social Work Weeks to years Weeks to years Very low Medical treatment Days to weeks Weeks to years Very low Detective Hours to weeks Weeks to years
  13. 13. It is all about time Unstructured Late-structured
  14. 14. Application Dev Email, Texting, Twitter, Telephone Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data Development Investment High Low End User Effort Low High Cost to Modify High Low Control of Process High Low
  15. 15. Application Dev Process Technology Email, Texting, Twitter, Telephone Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data
  16. 16. Application Dev PDS Integration Human PM Production CM Adaptive CM Social Biz Email, Texting, Twitter, Telephone Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data
  17. 17. Application Dev PDS Integration Human PM PCM ACM SBS Email, Texting, Twitter, Telephone Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data Traditional Programming model Java C++ C# Design, develop, test, release Very robust Very Scalable and Performant Costly to develop
  18. 18. Application Dev PDS Integration Human PM PCM ACM SBS Email, Texting, Twitter, Telephone Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data Design using a process model Easier to explain to business people Easier to change and modify Still mainly about server to server integration, data flows BPEL, Straight-Thru-Processing
  19. 19. Application Dev PDS Integration Human PCM ACM SBS Email, Texting, Twitter, Telephone Human PM Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data Design using a process model Model automatically takes care of things that people do: •reminders •reassignment •delegation •escalations •roles •deadlines Easier to explain to business people Easier to change and modify
  20. 20. Application Dev PDS Integration Human PM PCM ACM SBS Email, Texting, Twitter, Telephone Production CM Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data Production Case Mgmt Design using a case model, but for knowledge worker Processes are more like menu choices Data is center High volume Knowledge Worker for hire Design remains separate from users
  21. 21. Application Dev PDS Integration Human PM PCM ACM SBS Email, Texting, Twitter, Telephone Adaptive CM Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data Not designed using a model, but simply styled by the knowledge worker. Guidelines NOT guardrails Designed data objects Checklists More documents More msgs and notes Less DB use Planning is part of the work
  22. 22. Application Dev PDS Integration Human PM PCM ACM SBS Email, Texting, Twitter, Telephone Social Biz Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data Less customizable, More basic capabilities Special purpose cloud based collaborative applications •eVite, event bright •Discussion forums •Wiki •Basic CMS
  23. 23. Application Dev PDS Integration Human PM PCM ACM SBS Email, Texting, Twitter, Telephone Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data Traditional communications only, No structure All message and attachments
  24. 24. Application Dev PDS Integration Human PM Production CM Adaptive CM Social Biz Email, Texting, Twitter, Telephone Variable, Unique Predictable, Repeatable Notes Documents & Unstructured Data Databases & Structured Data
  25. 25. Application Dev PDS Integration Human PM PCM ACM SBS Email, Texting, Twitter, Telephone Production CM Adaptive CM Scripted and Enforced Process Little or No Defined Process
  26. 26. History 1990’s Workflow, Business ProcessReengineering 2000’s Business Process Management 2010 – Emergence of Adaptive Case Management Mastering the Unpredictable 2011, 2012, 2013, 2014 – Adaptive Case Management Excellence Awards – 38 Use Cases Documented Taming the Unpredictable, How Knowledge Workers get things done, Empowering Knowledge Workers, and a new one… 2012-2013 AdaptiveCM Workshop 1 & 2 Now: AdaptiveCM 2014
  27. 27. Workflow Management Coalition •Standards •Books •Awards •Information
  28. 28. Four years running. Four books Real-life use cases. Experience with ACM. http://AdaptiveCaseManagement.org/ Workflow Management Coalition 2014: Thriving on Adaptability: Best practices for knowledge workers
  29. 29. Workshop on Adaptive Case Management and other non- workflow approaches to BPM 2012 – Talinn Estonia, with BPM 2012 2013 - Graz , Austria, with OTM 2013 2014 – Ulm, Germany, with EDOC 2014 This continues to represent the leading research in ways to support unpredictable work patterns.
  30. 30. for interoperability A Canonical Scenario
  31. 31. Canonical Scenario Patient Alex Primary Doctor Betty Back Specialist Charles Physical Therapist Dennis 1.Always specialists 2.Separate companies 3.Must coordinate 4.Info sensitive
  32. 32. Confer Tests Do Do Do Primary Doctor Meet Research Recommend Back Specialist Assess Treat Conclude Physical Therapist
  33. 33. Personal Assistant
  34. 34. Personal Assistant
  35. 35. Personal Assistant
  36. 36. Complexity & Emergence
  37. 37. Simple Rules to Emergent Behavior 1.Bunch 2.Swoop 3.Swirl 1.Avoid hitting each other, 2.Stay near the flock, 3.Match velocity of neighbors.
  38. 38. Deriving Rules is Difficult or Impossible 1.Avoid hitting each other, 2.Stay near the flock, 3.Match velocity of neighbors. 1.Bunch 2.Swoop 3.Swirl ?
  39. 39. Maybe we are focusing on the wrong things?
  40. 40. Questions Closed vs. Open systems Monolithic System Assumption Coherent Designer Emergent Processes Business Interaction Etiquette - not Protocols e.g. Net 30 payment terms Anti-fragile System Ideals Personal Assistants
  41. 41. Cognoscenti Open Source Project https://code.google.com/p/cognoscenti/ Test bed & reference implementation for: Case exchange protocol Federated case management Personal assistant
  42. 42. Demo Alex Betty’s Practice Charles’ Practice Dennis’ Space Hosted on Cloud Server Hosted on This Laptop 1.Personal Assistant helps coordinate communications 2.This is safer than email
  43. 43. Confer Tests Do Do Do Primary Doctor Primary Doctor Back Specialist
  44. 44. Confer Tests Do Do Do Primary Doctor Personal Assistant What does it take to make this software act like a person? Primary Doctor Back Specialist Personal Assistant
  45. 45. Case Cloning Confer Tests Do Do Do Primary Doctor Meet Research Recommend Back Specialist Personal Assistant
  46. 46. Cloning: copy documents & data Confer Tests Do Do Do Primary Doctor Meet Research Recommend Back Specialist PA has to bring copies of DB and documents Personal Assistant
  47. 47. Confer Tests Do Do Do Primary Doctor Meet Research Recommend Back Specialist PA synchronizes back when changed within lower process Personal Assistant
  48. 48. Fan-out Problem – Interworking All Many Primary Doctors Many Back Specialists Many Physical Therapists
  49. 49. Fan-out Problem – Interworking All Many Primary Doctors Many Back Specialists Many Physical Therapists
  50. 50. Differing Representations of Patient Primary Doctor Back Specialist Physical Therapist Patient Info Patient Info Patient Info
  51. 51. Agent Must Primary Doctor Back Specialist Physical Therapist Patient Info Patient Info Patient Info Transform schema between levels semantic mapping semantic mapping semantic mapping possibly using mapping to standard ontology Personal Assistant Personal Assistant
  52. 52. Personal Assistant Can Receive and screen notifications – filter the spam for relevant notifications. Task Introduction – find offered tasks, gather additional information Task Acceptance – sending a notice back to the sender. Clone Project –automatically retrieve all the accessible. Determine the Template –and start the process if necessary. Synchronize – in both directions. Transform Data – access the taxonomies that give the semantic meaning of the data, and use that to transform the data to a suitable form while synchronizing
  53. 53. Summary In the future we might see personal assistants interacting with other personal assistants, cloning & synchronizing projects, and the large scale processes emerging from that interaction.
  54. 54. Questions? Keith D Swenson Adaptive Case Management Get free chapter of new book at http://workcast.org/

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