Oracle Open World 2013 Case Management Smiers / Kitson

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There are a lot of informal end-to-end processes in organizations. These end-to-end processes are usually supported by scattered applications, email, spreadsheets and a lot of goodwill of the personnel involved. When compliance, regulations and/or customer demands are imposed on an organization, these end-to-end processes do not have the ability to comply with new demands due to lack of support from the current application landscape. In the financial, public and utilities market organizations are re-landscaping their existing application portfolio due to these higher compliance, regulations and customer demands. This often is not a huge transformation program, with a roadmap spanning over years.
Case management can help cross the bridge from the current landscape towards a landscape aimed at delivering these higher demands.

Oracle delivered Case management as part of their stack starting this year.
This presentation deals with standardization of case design and how Oracle can support re-platforming in a gradual way.

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Oracle Open World 2013 Case Management Smiers / Kitson

  1. 1. Case Management with the Oracle BPM Suite Léon Smiers Nicholas Kitson
  2. 2. 2Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Program Agenda §  Patterns for Case Management §  Design choices & Approach §  Demo
  3. 3. 3Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Patterns for Case Management
  4. 4. 4Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  Activities §  Information §  People §  Insight Bringing together Case management – Whats it all about
  5. 5. 5Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date This is a story about two anoraks The secret to CM success is Approach and process The secret to CM success is patterns This guy’s a technical theorist And he’s Dutch This guy’s a process junkie And he’s British Insert contact picture Insert contact picture
  6. 6. 6Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Do you want to read my book? Case Stop Pattern
  7. 7. 7Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date A Funny thing happened on the way to the forum Patterns led Design Approach Case Stop Pattern Case Activity fragment
  8. 8. 8Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Pattern Led Approach For Case Management
  9. 9. 9Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date What flavour is your case pattern Processes & Duration Rules Actors Our patterns are classified using…….
  10. 10. 10Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date What flavour is your case pattern Processes & Duration Rules Actors Simple : Spreadsheet Automation In-process Rules Routing Few processes (1-5) Few, 1-2
  11. 11. 11Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date What flavour is your case pattern Processes & Duration Rules Actors Medium : Limited Investigation 2-4 Escalation & SLAs 5-10 Processes
  12. 12. 12Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date What flavour is your case pattern 10+ Processes Complex policy, routing SLA’s 4+ Processes & Duration Rules Actors Complex Long running - Credit Card Dispute
  13. 13. 13Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date What flavour is your case pattern The separate design patterns can be adapted for any number of different use cases across the enterprise Simple : Spreadsheet Automation Medium : Limited Investigation Complex : Long running - Credit Card Dispute
  14. 14. 14Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Police investigation Examples case management patterns Event pattern Measurement pattern Data security pattern 360 overview pattern Prosecutor Milestone pattern Measurement pattern Data security pattern 360 overview pattern Document workflow pattern Complaints Mortgages Measurement pattern 360 overview pattern Milestone pattern Document workflow pattern Patent bureau Measurement pattern 360 overview pattern Document workflow pattern Data security pattern Police ‘from crime to court’ case Measurement pattern 360 overview pattern Milestone pattern Document workflow pattern
  15. 15. 15Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Design choices & Approach
  16. 16. 16Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Case Management architecture
  17. 17. 19Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Case Management with Oracle in practice
  18. 18. 20Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Case Management experiences with first version Con’s §  Case management functionality is not as intuitive as process functionality in Oracle BPM §  UI layer (360 view) currently lacking §  Testing a Case requires entering a complex XML Pro’s §  Fast delivery §  Maximal reuse of existing SOA/BPM assets §  Process design is simplified §  Case Management thin layer •  Activities executed in BPM processes •  The work horse for handling case: Case Management Rules engine §  Shared data & document environment
  19. 19. 21Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  First assets in the project are §  A Case object §  A related Rule component §  The Case is exposed as a services to the outside world Creating the case Oracle Case Management The Lifecycle
  20. 20. 22Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  Define on high level §  The Milestones (lifecycle) §  The possible outcomes of the case Milestones and outcomes Oracle Case Management The Lifecycle
  21. 21. 23Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  At any given point in time a user can interfere in the action of a case. §  This user event is then handled by the Case engine Event management Oracle Case Management The Lifecycle
  22. 22. 24Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  Data objects shared across the case §  All documents related to the case are stored in a centralized Case folder. Information design Oracle Case Management Information design
  23. 23. 25Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  Create a process with start/ending message §  Any process start/ending with message can be promoted to a Case Activity. Process case connection Oracle Case Management The Lifecycle
  24. 24. 26Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  After creation a Case Activity is added to the pallet •  Defines in/output of process as part of Case §  The Process is made part of the composite and connected to the Case Case processes Oracle Case Management The Lifecycle
  25. 25. 27Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  Work horse §  Case Management rule engine §  Based upon event start •  Sequence of actions •  Start/withdraw activities •  Closing of milestones Case rule engine Oracle Case Management The Lifecycle
  26. 26. 28Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  Examples Rule engine Oracle Case Management The Lifecycle
  27. 27. 29Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date §  Portal for giving 360 view §  Combining task and content data §  Case progress info ADF Oracle Case Management User centricity
  28. 28. 30Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Summary §  We need pattern lead approach §  Different flavors of patterns exist §  Oracle Case Management •  Simplifies the solution and increases speed of delivery •  Adds a new dimension to process delivery •  Supports re-landscaping
  29. 29. 31Copyright © Capgemini 2013. All Rights Reserved Presentation Title | Date Resources http://oracle.com/BPM Twi$er   @OracleBPM  #oraclebpm   Facebook   facebook.com/ OracleBPM   Oracle’s  BPM  blog   blogs.oracle.com/BPM             http://www.oracle.com/partners http://www.capgemini.com/business-process-management-bpm http://www.capgemini.com/blog/capgemini-oracle-blog
  30. 30. 32Copyright © Capgemini 2012. All Rights Reserved Oracle Business Process Management | July 2012 Contact information Léon Smiers Principal Consultant leon.smiers@capgemini.com Mobile: +31 6 1503 0373 Blog : http://leonsmiers.blogspot.com and http://www.capgemini.com/blog/oracle-blog Twitter : http://twitter.com/leonsmiers Cora model : http://www.coramodel.com Capgemini expert page : http://www.capgemini.com/experts/oracle-solution-architecture/leon-smiers Oracle ACE Insert contact picture Insert contact picture Nicholas Kitson Principal Consultant nicholas.kitson@capgemini.com Mobile: +44 7557430780 Twitter : http://twitter.com/nkitson72 Capgemini expert page : http://www.capgemini.com/experts/oracle-solution-architecture/nicholas-kitson
  31. 31. www.capgemini.com The information contained in this presentation is proprietary. Copyright © 2013 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini. About Capgemini With more than 125,000 people in 44 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2012 global revenues of EUR 10.3 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com.

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