You are the process! From normative to adaptive Processes – SOA | BPM Integration Days 2012 in München

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Effizienzsteigerung durch Prozessautomatisierung – ein Ausspruch, der sich durch unsere Geschichte zieht. Eindrucksvoll bereits durch Henry Ford in der industriellen Fertigung umgesetzt, lässt sich der dort geprägte Begriff des „Production Workers“ auch auf heutige Problemstellungen in der IT anwenden. Dies ist besonders dann der Fall, wenn etwa Angebotsprozesse, Urlaubsanträge, rechtlich bedingte Freigabeprozesse oder etwa Integrationsprozesse zur Erreichung einer einheitlichen Qualität auf immer identische Weise ablaufen sollen.

Doch liegt der tatsächliche Mehrwert einer Prozessautomatisierung tatsächlich nur in der Implementierung starrer Abläufe? Sind es nicht vielmehr die dynamischen Reaktionen, die in komplexen Sachverhalten und aufgrund plötzlich auftretender neuer Ereignisse das wahre Optimierungspotenzial in sich tragen? Warum durchbrechen automatisierte Prozesse nicht endlich den begrenzten Raum von Verbesserungen auf der Mikroebene, das heißt innerhalb von Abteilungen, und drängen in den Enterprise Bereich vor?

Im Rahmen der SOA, BPM und Integration Days 2012 in München stellten Hajo Normann (SOA & BPM Lead for ASG bei Accenture) und Torsten Winterberg (Manager Business Development & Innovation bei OPITZ CONSULTING) in ihrer Präsentation die Unterschiede zwischen Routine- und Wissensarbeit heraus und gingen dabei insbesondere auf den Businessnutzen adaptiver Prozesse ein. Des Weiteren stellten sie Konzepte zur Analyse und Notationen zur Dokumentation wissensintensiver Prozesse vor. Dieser Beitrag ist entstanden aus Arbeiten des Teams Masons-of-SOA, dem neben den beiden Referenten und anderen auch Danilo Schmiedel, SOA-/BPM-Experte und Senior Consultant bei OPITZ CONSULTING, angehört.

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  • Title: Humans are (not) a service – lessons from the journey towards Oracle BPM Session Type: Conference Session Abstract: What are the challenges transforming customer facing processes of a huge enterprise such as the German Ministry of Labor towards Oracle BPM Suite? We discuss real life examples showing how the user and its workflow is controlled through BPMN and small grained workflow-wizards in ADF Task Flows. We found that certain scenarios require a flexible and ad-hoc process approach that brings together people, processes and documents. We share experience of how Adaptive Case Management (ACM) enables a new freedom for the user in the way he interacts with systems and his customers. ACM is the next step in BPM and complements BPMN 2.0 supporting less structured, rather unpredictable processes and is a key focus area on the Oracle BPM Suite roadmap. Duration: 1 Hour Primary Track: MIDDLEWARE:Service-Oriented Architecture and Business Process Management Optional Track: ORACLE DEVELOP:Service-Oriented Architecture Session Category: Best Practices Attendee Role: Business Analyst, Architect
  • Be Informed is like a navigation system. You enter the GOAL. Based on your current position, it tells you how to drive and what time you will get there. If you take a wrong direction, or choose a different route, this is not a problem, the system immediately recalculates the road to your goal in the most efficient way. What would happen if you would treat your navigation system like is done in a traditional business application. You would enter your position first and then plot every subsequent step, towards your goal. What would happen if you deviate? You would have to start from the beginning, or if you are lucky, backtrack your steps until you are on the “right road” again. Unacceptable for a navigation system, and unacceptable for a business process.
  • Be Informed doesn’t make a difference between a straight-through process and a manual process. (1) Some transactions can be handled STP immediately and require no manual intervention, so-called “happy flows”. (2) Other transactions seem STP, but require a bit of manual intervention, before they can be completed STP again. (3) Others start out manual, but at one moment it is concluded all required information is collection, and they can be completed STP. (4) Some transactions are completely non-standard and must be completed manually, these are “interesting flows”. They are all equally valuable. “Happy flows” make a system very efficient. “Interesting flows” are the transactions to tell the world is changing, and perhaps changes to the model are needed.
  • Perhaps the most visible element of Be Informed that explains its unique ontological approach is the dynamic activity plan. The dynamic activity plan is the guardrail of the Be Informed solution. It exposes the ontology in three intuitive ways: The current activities that you can perform if you want to. There is no prescribed order in the current activities, the user can choose which one they prefer to do first, based on their insight, their conversation with the customer, or based on their preference. The processed activities are the ones that have been completed already. However, should new information arise, it is simple to reperform them, without having to start the process all over. Redoing activities immediately updates the status in the dynamic activity plan as well, re-evaluating other processed activities, current activities and future activities Future activities cannot be processed yet. Their preconditions state that other current activities need to be processed first. The moment any activity is completed, the dynamic activity planned in re-assessed. The current activity just processed moves to “processed”, as well as other activities that may not be necessary anymore; and previously future activities may move to current activities.
  • Although the world of process is one of the most innovative areas in business and IT, the paradigms surrounding business process management are extremely old-fashioned. For starters, a process is always drawn in the same way. An arrow from left to right, representing various consecutive steps. As familiar as this view may seem, it is not realistic in a modern process. A modern process is case-based, where the case, usually involving a customer or a citizen, is revisited every time something changes (event-driven). If information about the case changes, it should not kick off a complete new process, it should simply check how it affects all operational outcomes. A different view on processes indeed.
  • Administrative processes, that are becoming more knowledge-intensive, often require collaboration of multiple people. First of all, a business process is often a brokering/negotiation process between the supply (organization) and demand (citizen/customer) side. They need to collaborate to create a match between supply and demand requirements. Then there is the management layer that also needs to look at the strategic and regulatory side, setting the boundaries. These three groups of people collaborate amongst themselves, and between the groups.
  • Workflows are still the standard for supporting business process end-2-end For many processes involving human intervention, workflows bring frustration rather than support For unpredictable processes modelling in advance is impossible Knowledge workers have to manage themselves. They have to have autonomy. Knowledge workers need to be in charge of their own processes.
  • Perhaps the most visible element of Be Informed that explains its unique ontological approach is the dynamic activity plan. The dynamic activity plan is the guardrail of the Be Informed solution. It exposes the ontology in three intuitive ways: The current activities that you can perform if you want to. There is no prescribed order in the current activities, the user can choose which one they prefer to do first, based on their insight, their conversation with the customer, or based on their preference. The processed activities are the ones that have been completed already. However, should new information arise, it is simple to reperform them, without having to start the process all over. Redoing activities immediately updates the status in the dynamic activity plan as well, re-evaluating other processed activities, current activities and future activities Future activities cannot be processed yet. Their preconditions state that other current activities need to be processed first. The moment any activity is completed, the dynamic activity planned in re-assessed. The current activity just processed moves to “processed”, as well as other activities that may not be necessary anymore; and previously future activities may move to current activities.
  • Be Informed is like a navigation system. You enter the GOAL. Based on your current position, it tells you how to drive and what time you will get there. If you take a wrong direction, or choose a different route, this is not a problem, the system immediately recalculates the road to your goal in the most efficient way. What would happen if you would treat your navigation system like is done in a traditional business application. You would enter your position first and then plot every subsequent step, towards your goal. What would happen if you deviate? You would have to start from the beginning, or if you are lucky, backtrack your steps until you are on the “right road” again. Unacceptable for a navigation system, and unacceptable for a business process.
  • You are the process! From normative to adaptive Processes – SOA | BPM Integration Days 2012 in München

    1. 1. You are the process!From normative to adaptive ProcessesHajo NormannAccentureTorsten WinterbergOPITZ CONSULTING GmbHSOA | BPM Integration Days | 2012, München „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 3
    4. 4. 1 From taylorism to knowledge work „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 4
    5. 5. The industrial revolution:Bringing mass-production to our world „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 5
    6. 6. A new role emerged: the production worker „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 7
    8. 8. Taylorism: production workers everywhere … „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 8
    9. 9. Work has already changed today:the knowledge worker  Innovation in business concepts  Division of Labor  Work & Component Standardization  Efficiency studies & Improvement  Management  Innovation in technology  Tools  Machines „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 9
    10. 10. Why and how to give the knowledge2 worker better IT support? „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 11
    12. 12. BPM technology. The solution? „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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… „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 14
    15. 15. Goal-oriented – like a navigation system „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 15
    16. 16. No difference between straight-through andmanual processing http://www.beinformed.com „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 18
    19. 19. 3 ACM and BPM „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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/ „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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/ „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 21
    22. 22. BPM und ACM:There‘s no „versus“. You need them both! „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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. „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 23
    24. 24. BPM and ACM http://www.masteringtheunpredictable.com „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 24
    25. 25. BPM and ACM: ACM is data-centric http://www.masteringtheunpredictable.com „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 26
    27. 27. Going with adaptive processesdoesn‘t mean chaos http://www.masteringtheunpredictable.com „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 27
    28. 28. Technical solutions http://www.masteringtheunpredictable.com „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 28
    29. 29. Although case management technology isrecognized as separate technology component … © Forrester Wave™: Dynamic Case Management, Q1 ’11 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 30
    31. 31. Basic building blocks for acm Knowledge area Activity Area Other related entities Next (possible) Related entity (history, shell (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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 31
    32. 32. Evolution of Oracle SOA platform:complete & integrated 12c • Collaboration • Deep runtime monitoring • “Make hard things simple” „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 32
    33. 33. 4 Case study ACM is not only for the knowledge worker: The repetitive worker profits, too. „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 33
    34. 34. 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. „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 34
    35. 35. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 35
    36. 36. BPMN represents rigid processes „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 36
    37. 37. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 37
    38. 38. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 38
    39. 39. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 39
    40. 40. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 40
    41. 41. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 41
    42. 42. 5 Human aspects in BPM „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 42
    43. 43. Rigid vs. Adaptive:Impacts on the human user Rigid vs. Adaptive „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 43
    44. 44. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 44
    45. 45. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 45
    46. 46. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 46
    47. 47. The chosen BPM solution type (rigidBPM or adaptiveBPM)6 determines the type of communication „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 47
    48. 48. A process should support the customerand his concern Process participant Customer „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 48
    49. 49. 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 measures not prescribed. He follows a rigid script. Script His attention level lowers. He does not feel responsible for the customer and the case. „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 49
    50. 50. How does a scripted process look and feel? Process (Page Flow) customer Script „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 50
    51. 51. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 51
    52. 52. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 52
    53. 53. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 53
    54. 54. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 54
    55. 55. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 55
    56. 56. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 56
    57. 57. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 57
    58. 58. Goal-oriented: At the end of a process stepyou have a business object in a certain state Journey to Munich Status: arrived „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 58
    59. 59. 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 Leseneder Lesender Trannsaktionaler Service A Service B Service C Appointment Status: entered „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 59
    60. 60. Features of the knowledge worker workplace Taxonomies Wizards/checklist/e-formsSearch in dossiers, knowledge Collaboration Publishing inbases, government records, variants & bycatalogues etc. multiple channels Case based Time lines & notifications history trail Knowledge base Decision support Monitoring & reporting Cas e 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 60
    61. 61. 7 Conclusion „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 61
    62. 62. 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. „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 62
    63. 63. 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 „You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 63

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