Example of how BPM (Business Process Management) can be used to automate social media monitoring & feedback.This presentation identifies a business problem, common business process challenges, and an approach using BPM to automate a process to improve customer satisfaction. Presentation and demo delivered at RMOUG Training Days February 2014.

1. Oracle BPM Suite and SOA Suite:
Your process automation toolbox
Gregory Opie
Director, Solutions Architecture
gopie@ECSTeam.com
RMOUG Training Days
February 5-7, 2014
ECS Team
5575 DTC Parkway
Suite 135
Greenwood Village, CO 80111
303-932-2202

2. Agenda
▪ Copyright 2014 by ECSTeam ▪

3. Process Challenges
▪ Copyright 2014 by ECSTeam ▪

4. A Customer Problem
28 Jan
@eStore #fail Ordered diamond solitaires
for wife bday, received a vacuum. Two
days to panic.
30 Jan
Still shopping. @eStore you have messed
me up.
30 Jan
You’re not alone @eCustomer, @eStore
#fails me all time.
1 Feb
What a nightmare @eStore. 3 trips to the
mall, still not right. Birthday not a happy
one. Do you care?
▪ Copyright 2014 by ECSTeam ▪
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5. Demo: Audience Feedback
• In our demo, we will use real Twitter feedback
• Three audience volunteers needed to Tweet*
(make it positive please!)
Attending Process Automation with
#OracleBPM and #OracleSOA at #RMOUG
Training Days 2014 by @g_opie
*Include one of the following tags: #RMOUGdemo, #OracleBPM, or @g_opie
▪ Copyright 2014 by ECSTeam ▪
5

6. Model a New Approach
▪ Copyright 2014 by ECSTeam ▪

7. The Challenge:
Business Processes are Complex
Operations
Executive
Management
Sales
Fulfillment
Customer
Service
Temp
Worker
ERP
CRM
!
! !
Order
Mgmt
!
! !
!
! !
▪ Copyright 2014 by ECSTeam ▪
Logistics
?
??
•Unstructured tasks
and communication
(i.e., paper or e-mail)
•Inefficient Working
Environment Spans
Systems
•Inconsistent
Prioritization
•Incomplete or
Inaccurate Data Flow
Between Systems
•Lack of Control Over
System and Business
Events (Exceptions)
•Poor Visibility Into
Process Performance
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8. Common Business Process Challenges
• Empowerment and inclusion of business users
• People as middleware
•
•
•
•
Work is completed through unstructured, ad-hoc activities
Emails back and forth
Limited accountability
Offline Collaboration
• Poor visibility into processes
• Slow response times
• Continuous improvisation instead of
process improvement and automation
• IT resource constraints and lack of tools
▪ Copyright 2014 by ECSTeam ▪
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9. BPM Streamlines Processes
Operations
Executive
Management
Sales
Fulfillment
Customer
Service
Contracts
Temp
Worker
?
??
•Automate workflow &
decision making
•Reduce errors and
improve consistency
•Standardize resolution
across geographies
•Leverage existing
systems and data
•Monitor for business
events and initiate
actions
•Real-time visibility and
process control
ERP
CRM
!
! !
Order
Billing
Mgmt
!
! !
!
! !
▪ Copyright 2014 by ECSTeam ▪
Logistics
9

10. Getting Past the Challenges
▪ Copyright 2014 by ECSTeam ▪

11. Model the Flow
• A Sequence Flow is used to show the order that activities will be
performed in a Process
• Three main flow objects:
• Activity: Represents work to be done
• Gateway: Controls flow logic of the process. Used for splitting and merging
paths.
• Event: Supports asynchronous communication with other processes, error
handling, and controlling flow logic
Review
Feedback
X
Compose
Response
▪ Copyright 2014 by ECSTeam ▪
Post
Response
Save to
CRM

12. Connect the Flow Objects
• Connecting objects connect Flow objects
• A Sequence Flow shows the order in which the activities will be
performed.
• A Message Flow shows which messages flow across organizational
boundaries
Review
Feedback
No Action Needed
X
Positive or
Negative
Compose
Response
+
▪ Copyright 2014 by ECSTeam ▪
Post
Response
Save to
CRM

13. Put Tasks in Swimlanes
• Swimlanes group activities based upon organization, roles, and
responsibilities
eStore Cust Service
CSR
Admin
• A Pool represents major participants in a process, typically separating
different organizations
• A lane is used to organize activities within a pool according to function or
role.
Review
Feedback
No Action Needed
X
Positive or
Negative
Compose
Response
+
▪ Copyright 2014 by ECSTeam ▪
Post
Response
Save to
CRM

14. A Happy Customer
▪ Copyright 2014 by ECSTeam ▪

15. Demo: Manage Social Media Feedback
Implement the automated business process with
Oracle BPM Suite and Oracle SOA Suite
▪ Copyright 2014 by ECSTeam ▪

16. A Happy Customer
▪ Copyright 2014 by ECSTeam ▪

17. A Happy Customer
16 min
@eStore #fail Ordered diamond solitaires
for wife bday, received a vacuum. Two
days to panic.
12 min
We are so sorry @eCustomer, please call
cust serv and we will fix the problem
ASAP!
2 min
Wow, @eStore has awesome service –
order fixed in 5 mins; right product coming
overnight. Wife’s gonna love it!
▪ Copyright 2014 by ECSTeam ▪
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18. Conclusion
• BPM Focuses on the Business Process
and Workflow
• BPM aligns the business and IT
• BPMN provides a standardized modeling
notation
• Oracle BPM Suite + Oracle SOA Suite
make it easy to automate your processes
▪ Copyright 2014 by ECSTeam ▪

19. Also Recommended: SOA and the Cloud
Applying SOA and SOA Suite to the Cloud
Thursday 2/6, 4-5 PM, Room: 507
Cloud seems to be everywhere.
SaaS, PaaS, and IaaS are the
new 'hot’ acronyms. However,
Cloud is not a Panacea. If
anything, adopting a cloud
strategy reinforces the need to
have a strong architecture to
drive business value from your
applications, whether they are in
house, hosted, or “in the cloud.”
This presentation will discuss
best practices for applying SOA
to the Cloud.
• Review SOA Concepts
• Business Problems that
require a SOA
• Best practices for applying
SOA to the cloud
• Case study leveraging hosted
and cloud applications
• Demo with Oracle SOA Suite
11g
▪ Copyright 2014 by ECSTeam ▪
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20. Also Recommended: ADF Mobile Case Study
ADF Mobile in Action – Customer Case Study
Friday 2/7, 2:45-3:45 PM, Room: 506
Come see an App Store/Google
Play app built with Oracle ADF
Mobile that improves the
effectiveness of users who
require instant access to
information. This great-looking
on-device application was built
efficiently with familiar ADF
concepts and a single common
code base without requiring
specialized expertise for each
mobile platform.
This session will demonstrate a
real, published ADF Mobile
application to provide insights
on: Why ADF Mobile technology
was chosen, Design
considerations, Architectural
decisions and Lessons learned.
The presentation and demo will
be delivered by an architect and
developer who were responsible
for creating the application
▪ Copyright 2014 by ECSTeam ▪
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21. Technology Solutions Delivered.
ECS is a Professional Services firm that delivers
business value through technology and strategic
services. Our specialties include technical architecture,
SOA, application design, software development, and
integration services utilizing Oracle Fusion Middleware.
▪ Copyright 2014 by ECSTeam ▪
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