This document discusses common business process patterns: 1) Case management involves gathering information, performing investigations, and rendering a decision for cases like opening a bank account or processing an insurance claim. 2) One and Done processes involve single or small number of page documents like address changes or beneficiary updates. 3) Author/Review/Approve/Publish patterns are used for processes like newsletters, manuals, or expense reports which involve authoring, review, approval, and publishing steps that can be sequential or parallel. 4) These patterns involve different technologies for authoring, review, approval, and publishing steps and often cross horizontal boundaries within organizations.

1. Business Process ManagementPatterns Primer 12/15/09 David Champeau - ECM Consultant

2. Business Process Management Patterns Case Management One and Done Author / Review / Approve / Publish Introduction

3. Case Management defined Gather information Perform investigation Render decision Examples: Open bank/brokerage account Life insurance policy underwriting Auto accident claim processing Paradigm Folder Business Process Patterns

4. Gather Information Managed by a knowledge worker, information worker, specialist, case manager Folder is managed by the KW and routed to experts for input, opinions, assistance Investigations: Credit, fraud, suitability Render Decision Rules based Management levels required Business Process Patterns

5. Case Management Well defined document types Scanning operations to capture documents particularly for “old” business processes like life insurance policies Manage the folder Combination of collaboration and sequential business processes Business Process Patterns

6. One and Done Form, document or letter Single or small number of pages Examples: Address change Beneficiary change Paradigm Document Business Process Patterns

7. One and Done Processed like an assembly line Use technology to speed processing Use of forms allows for use of better technologies like OCR, ICR, etc. Build for the rule not the exception If automation improves processing quantity and quality of 80% deal with the other 20% in exception processing Building for exceptions costs big $ Business Process Patterns

8. Author / Review / Approve / Publish Forms and/or documents Examples: Newsletter Travel Expenses Technical manuals Paradigms Form(s) with or without attachments Collaboration in the Authoring stage Publish step can be optional and will be very different from one business process to another Business Process Patterns

9. Author Step Different types of “authoring” Single user Collaboration within a team Multiple authors, multiple articles Review Step Single or Multiple reviewers Sequential or parallel reviews Business Process Patterns

10. Approval Step Single or Multiple approvals Sequential or parallel approvals Use rules or rules engine to determine flow Business Process Patterns

11. Publish Step Takes many forms Publish a newsletter Publish a document for the masses Write a check for a payment Use publishing technology to transform approved content for publication HTML PDF Business Process Patterns

12. Technology mixing Author /Review / Approve / Publish not only crosses many horizontal boundaries but may require different technologies along the way SharePoint or Quickr for Authoring ECM / BPM for Review and Approve WCM for Publish Business Process Patterns

13. Simple Example Author Review Review Publish

14. Different variations of same model Parallel Reviews and/or Approvals Review1 Author Review2 Approve Publish Review3

15. Different variations of same model Multiple Authors collaborating Author1 Author2 Review Approve Publish Author3

16. All content is part of a business process Something launches the business process Document Form User decision Content and Business Process Management