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You are the process!Case Management with Oracle Business Process Management SuiteHajo NormannAccentureTorsten WinterbergOPITZ CONSULTING GmbHDOAG 2012, Nürnberg Adaptive Case Management Seite 1

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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

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Agenda1. From taylorism to knowledge work2. Need for IT support3. ACM and BPM4. Oracle and ACM5. Conclusion Adaptive Case Management Seite 3

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1 From taylorism to knowledge work Adaptive Case Management Seite 4

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The industrial revolution:Bringing mass-production to our world Adaptive Case Management Seite 5

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With taylorism came the production worker Adaptive Case Management Seite 6

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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

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Taylorism: production workers everywhere … Adaptive Case Management Seite 8

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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

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Why and how to give the knowledge2 worker better IT support? Adaptive Case Management Seite 10

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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

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… 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

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Yet, mere Task Management is not sufficient http://www.masteringtheunpredictable.com Adaptive Case Management Seite 13

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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

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BPM technology. The solution? Adaptive Case Management Seite 15

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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

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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

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Flowcharting based BPM represents rigidprocesses Adaptive Case Management Seite 18

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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

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Enter Case ManagementGoal-oriented – like a navigation system Journey to „Nürnberg“ Status: arrived Adaptive Case Management Seite 20

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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

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No difference between straight-through andmanual processing http://www.beinformed.com Adaptive Case Management Seite 22

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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

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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

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3 ACM and BPM Adaptive Case Management Seite 25

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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

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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

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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

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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

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BPM and ACM http://www.masteringtheunpredictable.com Adaptive Case Management Seite 30

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BPM and ACM: ACM is data-centric http://www.masteringtheunpredictable.com Adaptive Case Management Seite 31

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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

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Although case management technology isrecognized as separate technology component … © Forrester Wave™: Dynamic Case Management, Q1 ‟11 Adaptive Case Management Seite 33

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Vision: Case management board Adaptive Case Management Seite 34

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Vision: View of a single case Adaptive Case Management Seite 35

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Vision: Work on activiti „G“ Adaptive Case Management Seite 36

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Vision: Activiti „G“ has ended Adaptive Case Management Seite 37

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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

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4 Oracle and ACM Adaptive Case Management Seite 39

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Evolution of Oracle SOA platform:complete & integrated 12c • Collaboration • Deep runtime monitoring • “Make hard things simple” Adaptive Case Management Seite 40

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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

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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

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Rich Support for Event Driven Processing Adaptive Case Management Seite 43

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Built In Business Rules Adaptive Case Management Seite 44

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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

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Activity Guides for Case Processing Adaptive Case Management Seite 46

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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

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Interfaces delivered on Mobile ADF Mobile Browser ADF Mobile Native Adaptive Case Management Seite 48

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Integrated Content Management • Tight integration with Content management systems • Document workflow Adaptive Case Management Seite 49

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Optimizing Case Flow with RTD Adaptive Case Management Seite 50

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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

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Case as a First Class Component Design Time Case Artifact Sample Case User Interface Adaptive Case Management Seite 52

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Case Activities and Events Case Activities (can be independent of any process) Case Events (Built-in and user defined) Adaptive Case Management Seite 53

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Case Stakeholders and Milestones Adaptive Case Management Seite 54

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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

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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

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Start with adaptive ideas… ... generic Process Legacy Adaptoren RootProcess Baufi-Prozess (Orchestrierung) Excel/Rule EngineList with all activities Adaptive Case Management Seite 57

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5 Conclusion Adaptive Case Management Seite 58

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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

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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

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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