The Journey towards Oracle BPM – OPITZ CONSULTING & Accenture at OOW 2012

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Hajo Normann (SOA & BPM Lead for ASG, Accenture) and Torsten Winterberg (Manager Business Development & Innovation, OPITZ CONSULTING) presented the slides at Oracle Open World (OOW) 2012 in San Francisco.

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About us
OPITZ CONSULTING is a leading project specialist for custom-build applications and individual business intelligence solutions in the German market. The company's ambition is to help organizations to be better than their competitors. To achieve this OPITZ CONSULTING analyses the individual competitive edge the customer has, optimizes business processes for process automation and IT-support, chooses and designs appropriate system architectures, develops and implements solutions and guarantees a 24/7 support and application maintenance. To ensure the necessary skill and qualification OPITZ CONSULTING has established a training center for customers and the internal staff.

Since 1990 over 600 customers have a long lasting and successful business relationship with OPITZ CONSULTING. Over 2/3 of the German stock index (DAX) companies rely on services from the 400+ OPITZ CONSULTING consultants. OPITZ CONSULTING maintains offices in Bad Homburg, Berlin, Essen, Gummersbach, Hamburg, Munich, Nuremberg and Kraków (Poland).

About us: http://www.opitz-consulting.com/en/about_us
Services: http://www.opitz-consulting.com/en/leistungsangebot
Career: http://www.opitz-consulting.com/en/career

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The Journey towards Oracle BPM – OPITZ CONSULTING & Accenture at OOW 2012

  1. 1. Humans Are (Not) a Service:The Journey towards Oracle Business Process ManagementHajo NormannAccentureTorsten WinterbergOPITZ CONSULTING GmbHOOW 2012, San Francisco, California Adaptive Case Management - OOW | 2012 Seite 1
  2. 2. 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 - OOW | 2012 Seite 2
  3. 3. Agenda1. From taylorism to knowledge work2. IT support3. ACM and BPM4. Case study5. Human aspects in BPM6. Type of communication Adaptive Case Management - OOW | 2012 Seite 3
  4. 4. 1 From taylorism to knowledge work Adaptive Case Management - OOW | 2012 Seite 4
  5. 5. The industrial revolution:Bringing mass-production to our world Adaptive Case Management - OOW | 2012 Seite 5
  6. 6. With taylorism came the production worker Adaptive Case Management - OOW | 2012 Seite 6
  7. 7. 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 - OOW | 2012 Seite 7
  8. 8. Taylorism: production workers everywhere … Adaptive Case Management - OOW | 2012 Seite 8
  9. 9. 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 - OOW | 2012 Seite 9
  10. 10. Why and how to give the knowledge2 worker better IT support? Adaptive Case Management - OOW | 2012 Seite 10
  11. 11. 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 - OOW | 2012 Seite 11
  12. 12. BPM technology. The solution? Adaptive Case Management - OOW | 2012 Seite 12
  13. 13. 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 - OOW | 2012 Seite 13
  14. 14. 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 - OOW | 2012 Seite 14
  15. 15. Goal-oriented – like a navigation system Adaptive Case Management - OOW | 2012 Seite 15
  16. 16. No difference between straight-through andmanual processing http://www.beinformed.com Adaptive Case Management - OOW | 2012 Seite 16
  17. 17. 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 - OOW | 2012 Seite 17
  18. 18. 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 - OOW | 2012 Seite 18
  19. 19. 3 ACM and BPM Adaptive Case Management - OOW | 2012 Seite 19
  20. 20. 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 - OOW | 2012 Seite 20
  21. 21. What is a case (II)? Currently cases are managed:  Through multiple systems. Manually. With emails. Distinction between a process and a case:  A process is the path it takes as the work is completed (Think „verb“).  A case is the work that needs to be done (Think „noun“). “Modell” afterwards -> „design by doing“:  Capturing the model for how to do something by extracting it from what you just did. Events are highly embraced:  Often responsible for the changes that need to be made to a case. Leverage your existing systems:  Through a service-oriented architecture. http://www.bpmnforum.net/blog27/adaptive-processes/new-book-taming-the-unpredictable-2/ Adaptive Case Management - OOW | 2012 Seite 21
  22. 22. 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 - OOW | 2012 Seite 22
  23. 23. 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 - OOW | 2012 Seite 23
  24. 24. BPM and ACM http://www.masteringtheunpredictable.com Adaptive Case Management - OOW | 2012 Seite 24
  25. 25. BPM and ACM: ACM is data-centric http://www.masteringtheunpredictable.com Adaptive Case Management - OOW | 2012 Seite 25
  26. 26. 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 - OOW | 2012 Seite 26
  27. 27. Going with adaptive processesdoesn‘t mean chaos http://www.masteringtheunpredictable.com Adaptive Case Management - OOW | 2012 Seite 27
  28. 28. Technical solutions http://www.masteringtheunpredictable.com Adaptive Case Management - OOW | 2012 Seite 28
  29. 29. Although case management technology isrecognized as separate technology component … © Forrester Wave™: Dynamic Case Management, Q1 ’11 Adaptive Case Management - OOW | 2012 Seite 29
  30. 30. The anatomy of a stage instance at runtime Knowledge area Activity Area Other related entities Next (possible) Related entity (history, shell (1) audit)… Next (possible) shell Next (possible) Central entity shell Next (possible) shell Related entity Related entity (2) (3) Add another … Standard tools (gmaps / calendar / calc / mail) Save for later Adaptive Case Management - OOW | 2012 Seite 34
  31. 31. Basic building blocks for acm Knowledge area Activity Area Other related entities Next (possible) shell Related entity (history, (1) audit)… 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 - OOW | 2012 Seite 35
  32. 32. Evolution of Oracle SOA platform:complete & integrated 12c • Collaboration • Deep runtime monitoring • “Make hard things simple” Adaptive Case Management - OOW | 2012 Seite 36
  33. 33. 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 - OOW | 2012 Seite 37
  34. 34. Rich Support for Event Driven Processing Adaptive Case Management - OOW | 2012 Seite 38
  35. 35. 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 - OOW | 2012 Seite 39
  36. 36. Activity Guides for Case Processing Adaptive Case Management - OOW | 2012 Seite 40
  37. 37. Process Spaces - Instance/Case Space Audit trail for this process instanceDocuments specific to thisFraud Investigation Discussions on this Fraud investigation Adaptive Case Management - OOW | 2012 Seite 41
  38. 38. Case as a First Class Component Design Time Case Artifact Sample Case User Interface Adaptive Case Management - OOW | 2012 Seite 42
  39. 39. 4 Case study ACM is not only for the knowledge worker: The repetitive worker profits, too. Adaptive Case Management - OOW | 2012 Seite 43
  40. 40. Context: A German public organizationCustomer • Runs more than 750 locations in Germany with over 150,000 employees • IT division with 1,800 employees secures IT support and maintenance for company-wide business processesProject Facts • Duration: 08/2010 – 12/2013 • Project Volume: approx. 200 person monthScope & Benefits The main target for 2015 is the transformation of the IT division into the most high-performance and cost effective IT service supplier in the public sector. In order to achieve these goals, the organization implements a service-oriented architecture (SOA) on top of Oracle’s SOA platform. While SOA will deliver high performance in terms of fast realization of business requirements, efficient business-IT alignment for operational processes, and high availability of IT, cost efficiency will be achieved by increasing development productivity as well as efficient utilization of IT assets. Adaptive Case Management - OOW | 2012 Seite 44
  41. 41. Context for various choices to approach BPM External Org: Ministry of Labor Funds Financial Resoures Management Stake RoI holder Domain Domain Domain: Manage Unemployed Markets Management Value Chain Value Chain Customers Business Processes Value Chains Goals Goals Goals Value Chain: Manage Unemployment eBPMN Enter Work on claim Unemployment Main Process BPMN Agree on procesesses Business Process BPMN Clerk Request to Make Conduct occupational show up appointment counceling or ACM Analyser Task Make appointment Task Flow Clarify or ACM Check whether customer‘s Book Date invitation concern necessary Adaptive Case Management - OOW | 2012 Seite 45
  42. 42. BPMN represents rigid processes Adaptive Case Management - OOW | 2012 Seite 46
  43. 43. In a rigid process the order of steps is strictlypredefined Handle appointment business process The handle appointment Select type of action on appointment business process „new“ selected „change existing“ selected Create new appointment business process Move existing appointment business process Clarify customer‘s concern unemployment occupational councelling application Collect appointment data etc. Book Date Check whether invitation necessary create print Create invitation Print invitation Adaptive Case Management - OOW | 2012 Seite 47
  44. 44. The beauty of rigid BPMN processes:You can model business knowledge of variances Handle appointment business process Select type of action on appointment „new“ selected „change exisiting“ selected Create new appointment business process Move existing appointment business process Clarify customer‘s concern unemployment occupational councelling application Collect appointment data etc. The printer does not work – what shall I Book date do next? Check whether invitation necessary create print Create invitation Print invitation Process participant Adaptive Case Management - OOW | 2012 Seite 48
  45. 45. The beauty of rigid BPMN processes:You can model business knowledge of variances Handle appointment business process Select type of action on appointment No problem, „new“ selected „change exisiting“ selected I just do what I am told by Move existing appointment the process Create new appointment business process business process Clarify customer‘s concern unemployment occupational councelling application Collect appointment data etc. Book date Process participant Check whether invitation necessary Printer not working in create new appointment business process Clerk create print Save Order „print data later“ Create invitation Print invitation Backoffice Print and send invitation Adaptive Case Management - OOW | 2012 Seite 49
  46. 46. The problem of rigid BPMN processes: You cannot model business knowledge of all variances! Handle appointment business process Move existing appointment Clarify Concern Select type of action on appointment business process exception Clarify Concern exception Collect appointment „new“ selected „change exisiting“ selected Clarify Concern data exception exception Create new appointment business process Clarify customer‘s concern unemployment occupational councelling application Collect appointment data etc. Book date Check whether invitation necessary Printer not working in create new appointement Clerk business process create print Save data Create invitation Print invitation Backoffice Print and send invitation Adaptive Case Management - OOW | 2012 Seite 50
  47. 47. And this is a very predictable process! Handle appointment business process Select type of action on appointment „new“ selected „change exisiting“ selected Create new appointment business process Move existing appointment business process Clarify customer‘s concern unemployment occupational councelling application Collect appointment data etc. Book date Many supporting processes Check whether invitation necessary tend to be more predictable than differentiating processes create print (R&D etc.) Create invitation Print invitation Adaptive Case Management - OOW | 2012 Seite 51
  48. 48. 5 Human aspects in BPM Adaptive Case Management - OOW | 2012 Seite 52
  49. 49. Rigid vs. Adaptive:Impacts on the human user Rigid vs. Adaptive Adaptive Case Management - OOW | 2012 Seite 53
  50. 50. Highly repetitive processes reduce the human toan async service! Handle appointment business process Move existing appointment Select type of action on appointment business process „new“ selected „change exisiting“ selected Create new appointment business process Clarify customer‘s concern unemployment occupational councelling application Collect appointment data etc. Process participant Book date Check whether invitation necessary Printer not working in create new appointment business process Clerk create print Save Order „Print data later“ Create invitation Print invitation Backoffice Print and send invitation Adaptive Case Management - OOW | 2012 Seite 54
  51. 51. Whereas an process expert knows himself theright order to reach the process goal Handle appointment business process Select type of action on appointment „change exisiting“ selected „new“ selected Move existing appointment business process Create new appointment business process Clarify customer‘s concern unemployment occupational councelling application Collect appointment data etc. Process participant Book date Check whether invitation necessary create print Create invitation Print invitation Adaptive Case Management - OOW | 2012 Seite 55
  52. 52. And he can decide on how to deal with all theseexceptions! Handle appointment business process Select type of action on appointment Move existing appointment business process „new“ selected „change exisiting“ selected Create new appointment business process Clarify customer‘s concern unemployment occupational councelling application etc. Process participant Collect appointment data Book date Printer not working in create new appointment Check whether invitation necessary business process Clerk create print Save Order „Print data later“ Create invitation Print invitation Backoffice Print and send invitation Adaptive Case Management - OOW | 2012 Seite 56
  53. 53. The chosen BPM solution type (rigidBPM or adaptiveBPM)6 determines the type of communication Adaptive Case Management - OOW | 2012 Seite 57
  54. 54. A process should support the customerand his concern Process participant Customer Adaptive Case Management - OOW | 2012 Seite 58
  55. 55. A scripted process does not always supportthis goal … Process (Page Flow) customerPolicies and Business The process participant has no chancerules further limit the to help the customer with his needs on problem-solving an hoc basis with activities that are not measures prescribed. He follows a rigid script. Script His attention level lowers. He does not feel responsible for the customer and the case. Adaptive Case Management - OOW | 2012 Seite 59
  56. 56. How does a scripted process look and feel? Process (Page Flow) customer Script Adaptive Case Management - OOW | 2012 Seite 60
  57. 57. Each step maps to a mini wizard Handle appointment business process Select type of action on appointment „new“ selected „change exisiting“ selected Move existing appointment business process Create new appointment business process Clarify customer‘s concern unemployment occupational councelling application Collect appointment data etc. Handle appointment GUI Book date Handle appointment Handle customer Check whether invitation necessary Ask customer what he wants to do create print  Create new appointment Create invitation Print invitation  Move existing appointment Cancel Next Adaptive Case Management - OOW | 2012 Seite 61
  58. 58. How to clarify customer‘s concern Handle appointment business process Select type of action on appointment Move existing appointment business process „new“ selected „change exisiting“ selected Create new appointment business process Create new appointment GUI Clarify customer‘s concern Handle appointment Handle customer unemployment occupational councelling application Clarify customer‘s concern Collect appointment data etc. Clarify customer‘s concern Book date  Appointment for unemployment application  Appointment for occupational councelling Check whether invitation necessary  Appointment for regular status report  Customer concern could be clarified ad hoc Concern could be clarified ad hoc  Customer concern could not be clarified create print Create invitation Print invitation Cancel Back Next Adaptive Case Management - OOW | 2012 Seite 62
  59. 59. Collect appointment data micro wizard Handle appointment business process Create new appointment GUI Select type of action on appointment Handle appointment Handle customer „change exisiting“ selected „new“ selected Move existing appointment business process Clarify customer‘s Collect concern appointment data Create new appointment business process Clarify customer‘s concern Customer Text entry field unemployment occupational councelling application Type of concern Councel  Collect appointment data etc. Type of Next appointment  Book date appointm. Responsible Angelika Meier  Check whether invitation necessary Place Hamburg-Altona  create Date 21.02.2012 print Create invitation Print invitation Time 10:20 Cancel Back Next Adaptive Case Management - OOW | 2012 Seite 63
  60. 60. Book date micro wizard Handle appointment business process Create new appointment GUI Select type of action on appointment Handle Handle customer appointment „change exisiting“ selected „new“ selected Clarify customer‘s Move existing appointment business process concern Collect Create new appointment business process appointment data Clarify customer‘s concern Book date unemployment occupational councelling application Collect appointment data etc. Book date Check whether invitation necessary create print Create invitation Print invitation Cancel Back Next Adaptive Case Management - OOW | 2012 Seite 64
  61. 61. There is a one to one mapping from processmodel to screenflow Handle appointment business process Move existing appointment Select type of action on appointment business process „new“ selected „change exisiting“ selected Create new appointment GUI Create new appointment business process Handle appointment Handle customer Clarify customer‘s concern Clarify customer‘s Collect unemployment occupational councelling concern appointment data application Collect appointment data etc. Book date Check invitation Book date Check whether invitation necessary Check with cutomer whether invitation is necessary create print  Invitiation is necessary Create invitation Print invitation  No invitation necessary  Print invitation Cancel Back Finish Adaptive Case Management - OOW | 2012 Seite 65
  62. 62. How to model adaptive processes Taxonomies Create new Appointement Business Process Select type of action on appointment Clarify customer‘s concern Collect appointment data Book date Task specific editors Check whether invitation necessary Create invitation Print invitation Adaptive Case Management - OOW | 2012 Seite 66
  63. 63. BPM / ACM: Best practice for service design Problem: Transactional services along process stepBusiness Processes Clerk Request to show Make Conduct occupational BPMN up appointment counceling or ACM AnalyserTask Clarify Make appointment Task flow customer‘s Check whether or ACM Book date concern invitation necessary Services Services Services writing writing writing service A service B service C Adaptive Case Management - OOW | 2012 Seite 67
  64. 64. Goal-oriented: At the end of a process stepyou have a business object in a certain state Journey to Munich Status: arrived Adaptive Case Management - OOW | 2012 Seite 68
  65. 65. BPM / ACM: Best practice for service design Reduce complexity through status oriented BO serviceBusiness Processes Clerk Request to show Make Conduct occupational BPMN up appointment counceling or ACM AnalyserTask Clarify Make appointment Task Flow customer‘s Check whether or ACM Book Date concern invitation necessary Services Services Services Reading Readingr Transactional Service A Service B Service C Appointment Status: entered Adaptive Case Management - OOW | 2012 Seite 69
  66. 66. Features of the knowledge worker workplace Taxonomies Wizards/checklist/e-forms Search in dossiers, knowledge Collaboration Publishing in bases, government records, variants & by catalogues etc. multiple channels Case based Time lines & notifications history trail Knowledge base Decision support Monitoring & reporting Laws and Task & time Regulations management Task specific Authorisation editors Impact analysis Xpedia for professionals with & simulation definitions, notions, persons Team repository http://www.beinformed.com Adaptive Case Management - OOW | 2012 Seite 70
  67. 67. 7 Conclusion Adaptive Case Management - OOW | 2012 Seite 71
  68. 68. Conclusion 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. ACM principles apply to both  BPMN level AND microflow level (ADF task flow). ACM is not only for the knowledge worker  The repetitive worker profits, too. 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 - OOW | 2012 Seite 72
  69. 69. 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 GmbHtorsten.winterberg@opitz-consulting.com Adaptive Case Management - OOW | 2012 Seite 73

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