SlideShare a Scribd company logo
1 of 36
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
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

Data-driven system
Document system

http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518
Adaptive Case Management

Seite 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
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 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
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…
Don’t bring us back to Taylor-times…

Adaptive Case Management

Seite 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
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 Management

Seite 13
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 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
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 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
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

Adaptive Case Management

Seite 19
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
Adaptive Case Management

Seite 21
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
Replacement

Adaptive Case Management

Step 3
Optimization &
Innovation

Seite 26
3

Conclusion

Adaptive Case Management

Seite 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
Discussion, Questions & Answers

www.thecattlecrew.com
Adaptive Case Management

Seite 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
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
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
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
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
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
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
Case Management UI (Wireframe)

Adaptive Case Management

Seite 37

More Related Content

More from OPITZ CONSULTING Deutschland

OC|Webcast: Oracle Lizenzierung - Die größten Fallen in der Praxis
OC|Webcast: Oracle Lizenzierung - Die größten Fallen in der PraxisOC|Webcast: Oracle Lizenzierung - Die größten Fallen in der Praxis
OC|Webcast: Oracle Lizenzierung - Die größten Fallen in der PraxisOPITZ CONSULTING Deutschland
 
OC|Webcast: Oracle Lizenzierung - Virtualisierung und Cloud
OC|Webcast: Oracle Lizenzierung - Virtualisierung und CloudOC|Webcast: Oracle Lizenzierung - Virtualisierung und Cloud
OC|Webcast: Oracle Lizenzierung - Virtualisierung und CloudOPITZ CONSULTING Deutschland
 
OC|Weekly Talk: Inspect’n’Adapt – Make Change come true!
OC|Weekly Talk: Inspect’n’Adapt – Make Change come true!OC|Weekly Talk: Inspect’n’Adapt – Make Change come true!
OC|Weekly Talk: Inspect’n’Adapt – Make Change come true!OPITZ CONSULTING Deutschland
 
OC|Webcast: Schnell und clever in die AWS Cloud – Migrationsszenarien und Han...
OC|Webcast: Schnell und clever in die AWS Cloud – Migrationsszenarien und Han...OC|Webcast: Schnell und clever in die AWS Cloud – Migrationsszenarien und Han...
OC|Webcast: Schnell und clever in die AWS Cloud – Migrationsszenarien und Han...OPITZ CONSULTING Deutschland
 
OC|Weekly Talk: "Das müsste man mal digitalisieren" - Mit Low-Code schnell zu...
OC|Weekly Talk: "Das müsste man mal digitalisieren" - Mit Low-Code schnell zu...OC|Weekly Talk: "Das müsste man mal digitalisieren" - Mit Low-Code schnell zu...
OC|Weekly Talk: "Das müsste man mal digitalisieren" - Mit Low-Code schnell zu...OPITZ CONSULTING Deutschland
 
OC|Weekly Talk: Service Management – Was hat sich durch Corona geändert?
OC|Weekly Talk: Service Management – Was hat sich durch Corona geändert?OC|Weekly Talk: Service Management – Was hat sich durch Corona geändert?
OC|Weekly Talk: Service Management – Was hat sich durch Corona geändert?OPITZ CONSULTING Deutschland
 
OC|Weekly Talk - Digitales Coaching & Smart Sparring
OC|Weekly Talk - Digitales Coaching & Smart Sparring OC|Weekly Talk - Digitales Coaching & Smart Sparring
OC|Weekly Talk - Digitales Coaching & Smart Sparring OPITZ CONSULTING Deutschland
 
Effiziente Betriebsoptimierung durch Cloud Nutzung
Effiziente Betriebsoptimierung durch Cloud NutzungEffiziente Betriebsoptimierung durch Cloud Nutzung
Effiziente Betriebsoptimierung durch Cloud NutzungOPITZ CONSULTING Deutschland
 
OC|Weekly Talk - Mitarbeiterführung in Zeiten von Social Distance
OC|Weekly Talk - Mitarbeiterführung in Zeiten von Social DistanceOC|Weekly Talk - Mitarbeiterführung in Zeiten von Social Distance
OC|Weekly Talk - Mitarbeiterführung in Zeiten von Social DistanceOPITZ CONSULTING Deutschland
 
Oracle-Lizenzierung bei Virtualisierung und in der Cloud
Oracle-Lizenzierung bei Virtualisierung und in der CloudOracle-Lizenzierung bei Virtualisierung und in der Cloud
Oracle-Lizenzierung bei Virtualisierung und in der CloudOPITZ CONSULTING Deutschland
 
Wie baue ich eine KI, die besser als jeder Mensch ein Problem und dessen Ursa...
Wie baue ich eine KI, die besser als jeder Mensch ein Problem und dessen Ursa...Wie baue ich eine KI, die besser als jeder Mensch ein Problem und dessen Ursa...
Wie baue ich eine KI, die besser als jeder Mensch ein Problem und dessen Ursa...OPITZ CONSULTING Deutschland
 
Handlungsoptionen bei der Modernisierung von Legacy-Systemen
Handlungsoptionen bei der Modernisierung von Legacy-SystemenHandlungsoptionen bei der Modernisierung von Legacy-Systemen
Handlungsoptionen bei der Modernisierung von Legacy-SystemenOPITZ CONSULTING Deutschland
 

More from OPITZ CONSULTING Deutschland (20)

OC|Webcast: Oracle Lizenzierung - Lizenznews 2021
OC|Webcast: Oracle Lizenzierung - Lizenznews 2021OC|Webcast: Oracle Lizenzierung - Lizenznews 2021
OC|Webcast: Oracle Lizenzierung - Lizenznews 2021
 
OC|Webcast: Oracle Lizenzierung - Die größten Fallen in der Praxis
OC|Webcast: Oracle Lizenzierung - Die größten Fallen in der PraxisOC|Webcast: Oracle Lizenzierung - Die größten Fallen in der Praxis
OC|Webcast: Oracle Lizenzierung - Die größten Fallen in der Praxis
 
OC|Webcast: Oracle Lizenzierung - Virtualisierung und Cloud
OC|Webcast: Oracle Lizenzierung - Virtualisierung und CloudOC|Webcast: Oracle Lizenzierung - Virtualisierung und Cloud
OC|Webcast: Oracle Lizenzierung - Virtualisierung und Cloud
 
OC|Webcast: Grundlagen der Oracle-Lizenzierung
OC|Webcast: Grundlagen der Oracle-LizenzierungOC|Webcast: Grundlagen der Oracle-Lizenzierung
OC|Webcast: Grundlagen der Oracle-Lizenzierung
 
OC|Weekly Talk: Inspect’n’Adapt – Make Change come true!
OC|Weekly Talk: Inspect’n’Adapt – Make Change come true!OC|Weekly Talk: Inspect’n’Adapt – Make Change come true!
OC|Weekly Talk: Inspect’n’Adapt – Make Change come true!
 
OC|Webcast: Schnell und clever in die AWS Cloud – Migrationsszenarien und Han...
OC|Webcast: Schnell und clever in die AWS Cloud – Migrationsszenarien und Han...OC|Webcast: Schnell und clever in die AWS Cloud – Migrationsszenarien und Han...
OC|Webcast: Schnell und clever in die AWS Cloud – Migrationsszenarien und Han...
 
OC|Weekly Talk The Power of DevOps…
OC|Weekly Talk  The Power of DevOps…OC|Weekly Talk  The Power of DevOps…
OC|Weekly Talk The Power of DevOps…
 
OC|Weekly Talk: "Das müsste man mal digitalisieren" - Mit Low-Code schnell zu...
OC|Weekly Talk: "Das müsste man mal digitalisieren" - Mit Low-Code schnell zu...OC|Weekly Talk: "Das müsste man mal digitalisieren" - Mit Low-Code schnell zu...
OC|Weekly Talk: "Das müsste man mal digitalisieren" - Mit Low-Code schnell zu...
 
OC|Weekly Talk: Service Management – Was hat sich durch Corona geändert?
OC|Weekly Talk: Service Management – Was hat sich durch Corona geändert?OC|Weekly Talk: Service Management – Was hat sich durch Corona geändert?
OC|Weekly Talk: Service Management – Was hat sich durch Corona geändert?
 
OC|Weekly Talk - Digitales Coaching & Smart Sparring
OC|Weekly Talk - Digitales Coaching & Smart Sparring OC|Weekly Talk - Digitales Coaching & Smart Sparring
OC|Weekly Talk - Digitales Coaching & Smart Sparring
 
OC|Weekly Talk - Beratung remote
OC|Weekly Talk - Beratung remoteOC|Weekly Talk - Beratung remote
OC|Weekly Talk - Beratung remote
 
Effiziente Betriebsoptimierung durch Cloud Nutzung
Effiziente Betriebsoptimierung durch Cloud NutzungEffiziente Betriebsoptimierung durch Cloud Nutzung
Effiziente Betriebsoptimierung durch Cloud Nutzung
 
OC|Weekly Talk - Mitarbeiterführung in Zeiten von Social Distance
OC|Weekly Talk - Mitarbeiterführung in Zeiten von Social DistanceOC|Weekly Talk - Mitarbeiterführung in Zeiten von Social Distance
OC|Weekly Talk - Mitarbeiterführung in Zeiten von Social Distance
 
OC|Weekly Talk Remote Design Thinking
OC|Weekly Talk Remote Design ThinkingOC|Weekly Talk Remote Design Thinking
OC|Weekly Talk Remote Design Thinking
 
OC|Webcast Smart Innovation am 7. April 2020
OC|Webcast Smart Innovation am 7. April 2020OC|Webcast Smart Innovation am 7. April 2020
OC|Webcast Smart Innovation am 7. April 2020
 
2020 oracle lizenznews
2020 oracle lizenznews2020 oracle lizenznews
2020 oracle lizenznews
 
Oracle-Lizenzierung bei Virtualisierung und in der Cloud
Oracle-Lizenzierung bei Virtualisierung und in der CloudOracle-Lizenzierung bei Virtualisierung und in der Cloud
Oracle-Lizenzierung bei Virtualisierung und in der Cloud
 
Wie baue ich eine KI, die besser als jeder Mensch ein Problem und dessen Ursa...
Wie baue ich eine KI, die besser als jeder Mensch ein Problem und dessen Ursa...Wie baue ich eine KI, die besser als jeder Mensch ein Problem und dessen Ursa...
Wie baue ich eine KI, die besser als jeder Mensch ein Problem und dessen Ursa...
 
Handlungsoptionen bei der Modernisierung von Legacy-Systemen
Handlungsoptionen bei der Modernisierung von Legacy-SystemenHandlungsoptionen bei der Modernisierung von Legacy-Systemen
Handlungsoptionen bei der Modernisierung von Legacy-Systemen
 
InspireIT - Online-Event
InspireIT - Online-Event InspireIT - Online-Event
InspireIT - Online-Event
 

Recently uploaded

React Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App FrameworkReact Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App FrameworkPixlogix Infotech
 
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...Alkin Tezuysal
 
Generative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdfGenerative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdfIngrid Airi González
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfpanagenda
 
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS:  6 Ways to Automate Your Data IntegrationBridging Between CAD & GIS:  6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integrationmarketing932765
 
Genislab builds better products and faster go-to-market with Lean project man...
Genislab builds better products and faster go-to-market with Lean project man...Genislab builds better products and faster go-to-market with Lean project man...
Genislab builds better products and faster go-to-market with Lean project man...Farhan Tariq
 
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...itnewsafrica
 
WomenInAutomation2024: AI and Automation for eveyone
WomenInAutomation2024: AI and Automation for eveyoneWomenInAutomation2024: AI and Automation for eveyone
WomenInAutomation2024: AI and Automation for eveyoneUiPathCommunity
 
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)Mark Simos
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Mark Goldstein
 
Microservices, Docker deploy and Microservices source code in C#
Microservices, Docker deploy and Microservices source code in C#Microservices, Docker deploy and Microservices source code in C#
Microservices, Docker deploy and Microservices source code in C#Karmanjay Verma
 
Microsoft 365 Copilot: How to boost your productivity with AI – Part one: Ado...
Microsoft 365 Copilot: How to boost your productivity with AI – Part one: Ado...Microsoft 365 Copilot: How to boost your productivity with AI – Part one: Ado...
Microsoft 365 Copilot: How to boost your productivity with AI – Part one: Ado...Nikki Chapple
 
Landscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdfLandscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdfAarwolf Industries LLC
 
Kuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorialKuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorialJoão Esperancinha
 
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesMuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesManik S Magar
 
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better StrongerModern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better Strongerpanagenda
 
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...BookNet Canada
 
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxGenerative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxfnnc6jmgwh
 
Long journey of Ruby standard library at RubyConf AU 2024
Long journey of Ruby standard library at RubyConf AU 2024Long journey of Ruby standard library at RubyConf AU 2024
Long journey of Ruby standard library at RubyConf AU 2024Hiroshi SHIBATA
 
Français Patch Tuesday - Avril
Français Patch Tuesday - AvrilFrançais Patch Tuesday - Avril
Français Patch Tuesday - AvrilIvanti
 

Recently uploaded (20)

React Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App FrameworkReact Native vs Ionic - The Best Mobile App Framework
React Native vs Ionic - The Best Mobile App Framework
 
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
Unleashing Real-time Insights with ClickHouse_ Navigating the Landscape in 20...
 
Generative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdfGenerative Artificial Intelligence: How generative AI works.pdf
Generative Artificial Intelligence: How generative AI works.pdf
 
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdfSo einfach geht modernes Roaming fuer Notes und Nomad.pdf
So einfach geht modernes Roaming fuer Notes und Nomad.pdf
 
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS:  6 Ways to Automate Your Data IntegrationBridging Between CAD & GIS:  6 Ways to Automate Your Data Integration
Bridging Between CAD & GIS: 6 Ways to Automate Your Data Integration
 
Genislab builds better products and faster go-to-market with Lean project man...
Genislab builds better products and faster go-to-market with Lean project man...Genislab builds better products and faster go-to-market with Lean project man...
Genislab builds better products and faster go-to-market with Lean project man...
 
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...Abdul Kader Baba- Managing Cybersecurity Risks  and Compliance Requirements i...
Abdul Kader Baba- Managing Cybersecurity Risks and Compliance Requirements i...
 
WomenInAutomation2024: AI and Automation for eveyone
WomenInAutomation2024: AI and Automation for eveyoneWomenInAutomation2024: AI and Automation for eveyone
WomenInAutomation2024: AI and Automation for eveyone
 
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
Tampa BSides - The No BS SOC (slides from April 6, 2024 talk)
 
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
Arizona Broadband Policy Past, Present, and Future Presentation 3/25/24
 
Microservices, Docker deploy and Microservices source code in C#
Microservices, Docker deploy and Microservices source code in C#Microservices, Docker deploy and Microservices source code in C#
Microservices, Docker deploy and Microservices source code in C#
 
Microsoft 365 Copilot: How to boost your productivity with AI – Part one: Ado...
Microsoft 365 Copilot: How to boost your productivity with AI – Part one: Ado...Microsoft 365 Copilot: How to boost your productivity with AI – Part one: Ado...
Microsoft 365 Copilot: How to boost your productivity with AI – Part one: Ado...
 
Landscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdfLandscape Catalogue 2024 Australia-1.pdf
Landscape Catalogue 2024 Australia-1.pdf
 
Kuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorialKuma Meshes Part I - The basics - A tutorial
Kuma Meshes Part I - The basics - A tutorial
 
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotesMuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
MuleSoft Online Meetup Group - B2B Crash Course: Release SparkNotes
 
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better StrongerModern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
Modern Roaming for Notes and Nomad – Cheaper Faster Better Stronger
 
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
Transcript: New from BookNet Canada for 2024: BNC SalesData and LibraryData -...
 
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptxGenerative AI - Gitex v1Generative AI - Gitex v1.pptx
Generative AI - Gitex v1Generative AI - Gitex v1.pptx
 
Long journey of Ruby standard library at RubyConf AU 2024
Long journey of Ruby standard library at RubyConf AU 2024Long journey of Ruby standard library at RubyConf AU 2024
Long journey of Ruby standard library at RubyConf AU 2024
 
Français Patch Tuesday - Avril
Français Patch Tuesday - AvrilFrançais Patch Tuesday - Avril
Français Patch Tuesday - Avril
 

You are the process! From normative to adaptive Processes

  • 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
  • 3. 1 Adaptive Case Management Introduction Adaptive Case Management Seite 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. … 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. In-box driven service architecture?! Adaptive Case Management Seite 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. BPM technology. The solution? Adaptive Case Management Seite 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. 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. Flowcharting based BPM represents rigid processes Adaptive Case Management Seite 12
  • 12. Enter Case Management Goal-oriented – like a navigation system Journey to „Neapel“ Status: arrived Adaptive Case Management Seite 13
  • 13. No difference between straight-through and manual processing http://www.beinformed.com Adaptive Case Management Seite 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. What kind of engagement do we expect? Adaptive Case Management Seite 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
  • 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. Case Management UI (Example) Adaptive Case Management Seite 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
  • 22. 2 Case Study Adaptive Case Management Seite 23
  • 23. Insurance Company Information System (ICIS) Adaptive Case Management Seite 24
  • 24. Case Management UI (prototype) Adaptive Case Management Seite 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
  • 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. Discussion, Questions & Answers www.thecattlecrew.com Adaptive Case Management Seite 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. 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. 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. 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. 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. 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. 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. Case Management UI (Wireframe) Adaptive Case Management Seite 37

Editor's Notes

  1. 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