This document discusses setup and maintenance factors of adaptive case management (ACM) systems. It begins with an introduction to ACM concepts and how they differ from traditional business process management (BPM) approaches. The document then outlines several key factors for setting up and maintaining an ACM system, including preliminary setup activities, allowing users to modify tasks and add new ones at runtime, and enabling performers to create new process templates from their work. It also provides an example case study of using ACM for contract negotiations.

1. Setup
and
Maintenance
Factors
of
Adap3ve
Case
Management
Systems
Thanh
Tran
Thi
Kim
1
Max
Pucher
1
Jan
Mendling
2
Christoph
Ruhsam
1
1.
ISIS
Papyrus
Europe
AG
{thanh.tran,max.pucher,christoph.ruhsam}@isis-­‐papyrus.com
2.
WirtschaMsuniversität
Wien,
Ins3tute
for
Informa3on
Business
jan.mendling@wu.ac.at
1

2. Content
• Mo3va3on
• Approach:
Adap3ve
Case
Management
• ACM
concepts
• ACM
setup
and
maintenance
factors
• Contribu3on
–
performer
process
crea3on
• Discussion
2

3. BPM
-­‐
prescrip3ve
ACM
–
goal
oriented

4. Mo3va3on
• The
effort
of
analyzing
a
process
and
all
poten3al
variants
for
unstructured
processes
and
knowledge
work.
• Monitoring
and
improving
the
implemented
processes
• BPM
focus
is
automa3on
high-­‐volume,
low-­‐value
processes
• ACM
is
focused
on
low-­‐volume,
but
high
value
work
• Our
approach
is
organized
around
defining
goals
and
rules.
4

5. ERP
BPM
ADAPTIVE
social
media
©
2011
Max
J.
Pucher
5
repe33ve
exploita3on
emergent
innova3on
KNOWLEDGE
PEOPLE
AUTOMATION
PROCESS
cost
-­‐
reliability
innova3on
-­‐
outcome
SPECTRUM
OF
WORK
PROCESSES
low
value,
high
volume
high
value,
low
volume

6. ACM
enable
consolida3on
and
learning
ERP
CRM
social
media
©
2011
Max
J.
Pucher
6
repe33ve
exploita3on
emergent
innova3on
KNOWLEDGE
PEOPLE
AUTOMATION
PROCESS
cost
-­‐
reliability
innova3on
-­‐
outcome
SPECTRUM
OF
WORK
PROCESSES
low
value,
high
volume
high
value,
low
volume

7. Approach:
ACM
• Preliminary
setup
creates
backend
data
and
content
interfaces,
user
authoriza3ons,
and
sample
library.
• Allows
users
to
add
and
modify
work
tasks
at
run3me
to
handle
unpredictable
events
while
working
towards
goals.
• Allow
BPM-­‐like
flow-­‐diagrams,
where
required
for
specific
mandatory
process
fragments
or
for
orchestra3on.
• Enable
performers
to
set
new
process
goals,
add
tasks,
add
rules,
add
performers
and
save
result
as
new
template.
7

8. Process
versus
Evolu3on
Business
Architects
Process
Analysts
Developers
ACM
Setup
Library
Process
Governance
Performers
Owners
IT
Opera3ons
Skills
Experience
©
2011
Max
J.
Pucher
8
EMPOWERMENT

9. ACM
Concepts
and
Structure
Contract Contract
Proposal
Content
Goals
Customer Database
Entities
Policy Authorization
Rules
Library
Tasks
User Interaction
Cases
9

10. ACM
Ontology
Source:
Papyrus
Inbound/Outbound
Concept
2001
©
2012
Max
J.
Pucher
10

11. ACM:
Goal-­‐Oriented
Cases
customer buys service rating
web interaction partner contact call center customer in shop
ac3vity
&
people
skill
case
goals
customer
outcomes
op3onal
alterna3ves
embedded
rules
©
2012
Max
J.
Pucher
Customer
Experience
11

12. WORK
FLOW
VERSUS
ADAPTIVE
PROCESS
improvement
cycle
Requirements
Planning
Implement
Review
Complex
requirements
gathering.
USERS
CREATE
ACTIVITIES
INTERACTIVELY
FROM
ELEMENTS
IN
A
TEMPLATE.
Process
flowcharts,
excep3ons,
events
interfaces,
GUI,
rules
and
content
coding
Complex
changes
have
to
be
reviewed/tested.
Actors
Templates
user
defined
innova3on
User
create
templates
and
can
also
change
the
process
on
the
fly.
12

13. REPOSITORY
METADATA
ACTIVITIES
CONTENT
RULES
GUI
ADAPTIVE
PROCESS
INNOVATION
PROJECT
MANAGEMENT,
VERSIONING,
DEPLOYMENT,
ENACTMENT,
INNOVATION
Legal
copy
CASES
docs
service
invoice
Architecture
Actors
content
goals
train
en33es
rules
recommend
User-­‐Trained
Agent
process
template
verify
needs
Process
Owner
©
2010
Max
J.
Pucher
ACM
and
Innova3on
13

14. STUDY:
CONTRACTS
NEGOTIATION
receive
applica3on
review
&
approve
risk
CONTENT
STATE
sign
off
&
customer
signature
Legal
copy
handle
financials
create
policy,
update
app,
archive
copy
print
&
send
policy
to
customer
docs
service
policy
©
2012
Max
J.
Pucher
Adap3ve
Process
14

15. ACM
Setup
and
Maintenance
Domain Setup
Ad-hoc
Elements
Domain
Templates
Maintenance
ACM Administrator
ACMbase system
Business GUI
Admin GUI
Installation
Data
Objects
Repository
ACM Consultant
create reuse
create
create
UTA
learn
Knowledge Worker
extend
Goals
driven by
15

16. Scenario
Service
Contract
Management
(SCM)
Negotiate with
Customers
Approve a Contract
Contract
Contract Proposal
Authorization
Customer Database
Policy
Receive a Service
Compose a
Contract
Define Services
Service
Contract Manager
Request
Contract Acquisition
Execute Services
Contract Execution
Audit a Contact
Report a Contract
Renew a Contract
Consultant Support team
Contract Maintenance
Customer
16

17. Discussion
• Ques3on
1:
The
authors
demonstrate
setup
and
maintenance
factors
using
ACM.
What
are
the
experienced
benefits
and
differences?
• Ques3on
2:
Differences
to
various
ACM
solu3ons
and
classical
BPM
implementa3ons?
17