SlideShare a Scribd company logo
“The business world has
always been unstructured,
it is the computers and
apps that were not.”


                                     Adaptive Case Management:
    Taming Unstructured Process Work for Today’s Knowledge Worker
                                             BUSINESS PROCESS SOLUTIONS   1
Adaptive Case Management:
Taming Unstructured Process Work for Today’s Knowledge Worker




Derek E. Weeks
Senior Director
BPM Corporate and Product Marketing
OpenText




                                              BUSINESS PROCESS SOLUTIONS   2
meet Bryan




             BUSINESS PROCESS SOLUTIONS   3
the IT         Pro




BUSINESS PROCESS SOLUTIONS   4
Bryan works here……




                     BUSINESS PROCESS SOLUTIONS   5
his case management application was
getting long in the tooth…..




                              BUSINESS PROCESS SOLUTIONS   6
9 months ago, he faced three challenges…..




 development    change        and user
    time,      requests,   expectations…..


                                             BUSINESS PROCESS SOLUTIONS   7
1/3 of the Bryan’s
internal clients will be
mobile workers by
2013
                           BUSINESS PROCESS SOLUTIONS   8
in the next 5 years, new hires will barely
use email…..




                                   BUSINESS PROCESS SOLUTIONS   9
1 in 12 on the planet use
              Facebook.
       (1 in 3 for Bryan)




                            BUSINESS PROCESS SOLUTIONS   10
68% of employees are on LinkedIn….




                              BUSINESS PROCESS SOLUTIONS   11
1 in 5 play an online social game…..




                                 BUSINESS PROCESS SOLUTIONS   12
20% customize their homepage…..




                            BUSINESS PROCESS SOLUTIONS   13
Bryan has been supporting old-style,
rigid, enterprise applications…




                                 BUSINESS PROCESS SOLUTIONS   14
his business has 290 resources are
working on cases…..




                                BUSINESS PROCESS SOLUTIONS   15
Bryan
understands that
80% of knowledge
work is
unstructured…..




     BUSINESS PROCESS SOLUTIONS   16
the nature of their world has changed……

       …what people want.



                   …the way we work.




                            …how businesses operate.
                                      BUSINESS PROCESS SOLUTIONS   17
The new app needed to be more flexible to
meet the needs and expectations of the
new iWorker..…




                                BUSINESS PROCESS SOLUTIONS   18
meet Jenny




    BUSINESS PROCESS SOLUTIONS   19
the new iWorker




      BUSINESS PROCESS SOLUTIONS   20
Jenny also works here……




                          BUSINESS PROCESS SOLUTIONS   21
but occasionally works here……




                                BUSINESS PROCESS SOLUTIONS   22
her case work involves…




                          BUSINESS PROCESS SOLUTIONS   23
the Claims Team is located here…..




                                BUSINESS PROCESS SOLUTIONS   24
each case is unique…




                       BUSINESS PROCESS SOLUTIONS   25
each work item is complex




                            BUSINESS PROCESS SOLUTIONS   26
Jenny knows many of the rules and
policies….




                              BUSINESS PROCESS SOLUTIONS   27
but is not an expert, so guardrails do
help…




                                  BUSINESS PROCESS SOLUTIONS   28
no assignment has a pre-determined
outcome…




                              BUSINESS PROCESS SOLUTIONS   29
So Jenny found her way around working
within a large team, sometimes from a
remote location....




                             BUSINESS PROCESS SOLUTIONS   30
but she would ask Bryan......




                                BUSINESS PROCESS SOLUTIONS   31
about sharing case information,
understanding the rules, and serving
customers with urgent needs…




                                BUSINESS PROCESS SOLUTIONS   32
let’s not forget Jenny’s boss Tom….




                                BUSINESS PROCESS SOLUTIONS   33
Tom spends over 2 hours a day searching
for information and compiling reports…...




                                BUSINESS PROCESS SOLUTIONS   34
business demands changed constantly…




                            BUSINESS PROCESS SOLUTIONS   35
No insight into real time needs or
bottlenecks…..




                                     BUSINESS PROCESS SOLUTIONS   36
9 months ago Jenny and Tom were using
these tools..…




                              BUSINESS PROCESS SOLUTIONS   37
Bryan did his research…..




                            BUSINESS PROCESS SOLUTIONS   38
Thanks to Bryan, today they use these
tools…..




                               BUSINESS PROCESS SOLUTIONS   39
Jenny uses adaptive case management
to get her work done…..

                           Reviews images of the
                           customer policy on her
                           desktop

                           Content is presented in
                           context.

                           She verifies details of
                           the policy holder

                           Works through her
                           assigned task list and
                           adds notes to the case




                             BUSINESS PROCESS SOLUTIONS   40
Jenny’s colleagues can
review the Case Folder
for anything related to the
case from start to finish

Everyone can see the
Documents list that
provides a complete
history of any document
sent to or received from
the case




                              BUSINESS PROCESS SOLUTIONS   41
Jenny can create new tasks or add new
processes…..




without waiting for Bryan’s code changes…..

                               BUSINESS PROCESS SOLUTIONS   42
on the road, Jenny is empowered and
never out of touch…

                           Add data, images or content
                           to a case, enabling her to
                           process work from anywhere.

                           Add collaboration posts and
                           then track them.

                           Find expertise immediately.




                                BUSINESS PROCESS SOLUTIONS   43
Her colleagues can also
collaborate within in-
progress work folders and
view of any outstanding
tasks or documents

Any event feed or IM session
is integrated with the case.

Event feeds and
collaboration are displayed
in context




                               BUSINESS PROCESS SOLUTIONS   44
and what about Tom?.....




                           BUSINESS PROCESS SOLUTIONS   45
he now has visibility to everything his team
is working on…..
                              Track performance and SLA’s
                              to better understand how his
                              business is servicing
                              customers

                              See team backlogs and
                              escalated work items

                              Keep track of his own tasks

                              Follow and participate in team
                              discussions




                                      BUSINESS PROCESS SOLUTIONS   46
and Bryan?.....




                  BUSINESS PROCESS SOLUTIONS   47
Bryan delivers solutions faster with out-of-
the-box user applications….




                                   BUSINESS PROCESS SOLUTIONS   48
Bryan       Jenny is keeping   Tom has better
eliminated the      customers       visibility to his
 tug of war…..      happy…..         business…..




                                        BUSINESS PROCESS SOLUTIONS   49
Adaptive Case Management (ACM) works
the way we want to…..




Dynamic and   Content   People   Intelligence          Collaboration
 Structured
  Process




                                                BUSINESS PROCESS SOLUTIONS   50
ACM needs to be collaborative
                                  Social Computing
                                  •   Connect participants
                                  •   Empower participants
                                  •   Keep processes relevant

Communications                                                  Context
•   Voice, text, messaging                                      •   Process context
•   White-boarding, app sharing                                 •   Case and content context
•   Presence                                                    •   Participant context




                                         Process Participant

                                                                     BUSINESS PROCESS SOLUTIONS   51
ACM needs to address structured and
unstructured work
High                       Structure                              Low

Predefined & repeatable   Process pattern   Ad hoc & evolutionary


   Efficiency & scale        Objective       Problem resolution


   System Creation          Investment       Enabling iWorkers


       Data entry            Example          Contract Creation




                                             BUSINESS PROCESS SOLUTIONS   52
ACM needs to deal with business as it
happens…..




                               BUSINESS PROCESS SOLUTIONS   53
ACM rethinks how work gets done…..




                             BUSINESS PROCESS SOLUTIONS   54
After 110 years with a paper-
based claims
process, Physicians Mutual
went paperless in 2010.


                                BUSINESS PROCESS SOLUTIONS   55
Loan exception reporting
and reviews were reduced
from 7 days to seconds.



                           BUSINESS PROCESS SOLUTIONS   56
Claims processing time
dropped 13% in first quarter.

No increase in staff for 5 years,
during 100% business growth.

                                    BUSINESS PROCESS SOLUTIONS   57
UNICOR consolidated 5
systems into one, eliminated
daily printing of 20K
documents, and streamlines
work based on roles/skills.
                               BUSINESS PROCESS SOLUTIONS   58
we have a broad range of ACM customers…..




                             BUSINESS PROCESS SOLUTIONS   59
who are applying ACM and where….
   FS/Banking                   Insurance                    Government                      Retail/Manufacturing


   Account Opening &            New Business,                Finance and Admin               Order-to-Cash (Dispute
   Servicing (IRA, ISA, etc),   Underwriting & Enrollment    (Permits, Taxes, Child          Resolution, etc), Product
   Account disputes,                                         Support,etc)                    line management and
                                                                                             approval



   Merchant Services, Mutual    Claims Processing,           eGovernment eFiling             Procure-to-Pay (Trade
   Fund Record Keeping          Appeals and Grievances       and Inquiries, Citizens         Spend capture & Supply
                                                             Services                        Management)




   Loan Processing, mortgage    Customer                     eJustice for Courts Casefile    Product line management
   processing,                  Service/Exception Handling   Management, Redaction           and approval




   Workforce Management         Correspondence               Law Enforcement, DNA            Workforce Management
                                Management, Policy           Offender Tracking,
                                Change Management            Automatic Weapon
                                                             Lifecycle Tracking
   Compliance, Exception        Compliance, Exception        Compliance, Exception           Compliance, Exception
   Handling                     Handling                     Handling, Air Quality           Handling, Air Traffic Control
                                                             Control, Endangered             Beacon Maintenance
                                                             Species Tracking
                                                                                            BUSINESS PROCESS SOLUTIONS       60
10 Years        Deep Roots in
                                       Persona-
   Case
Management   +    Process and
                   Document      +   based BPM
                                      innovation
Experience       Management




                                     BUSINESS PROCESS SOLUTIONS   61
Where did Bryan learn more about Case
Management?…..




                         …visit the case management   …download Forrester’ s 2011
…get the free eBook at
                         resource center at           case management wave from
http://bit.ly/ACM_book
                         http://bit.ly/ACM_Resource   http://bit.ly/ACM_Wave




                                                           BUSINESS PROCESS SOLUTIONS   62
Thank
  You
BUSINESS PROCESS SOLUTIONS   63

More Related Content

What's hot

Why Unstructured Processes are Critical to an Organization's Success
Why Unstructured Processes are Critical to an Organization's SuccessWhy Unstructured Processes are Critical to an Organization's Success
Why Unstructured Processes are Critical to an Organization's SuccessEverteam
 
Business process analysis and optimization: A pragmatic approach to business ...
Business process analysis and optimization: A pragmatic approach to business ...Business process analysis and optimization: A pragmatic approach to business ...
Business process analysis and optimization: A pragmatic approach to business ...Mozammel Hoque
 
It business processes EA, SA and SOA together
It business processes   EA, SA and SOA togetherIt business processes   EA, SA and SOA together
It business processes EA, SA and SOA togetherDavid Champeau
 
Perspectives On Business Process Management
Perspectives On Business Process ManagementPerspectives On Business Process Management
Perspectives On Business Process ManagementNat Evans
 
Requirements management and the business analyst
Requirements management and the business analystRequirements management and the business analyst
Requirements management and the business analystRobert Darko
 
JAD Workshops
JAD WorkshopsJAD Workshops
JAD Workshopshapy
 
Bus2.0 - day 5 various topics
Bus2.0 - day 5 various topicsBus2.0 - day 5 various topics
Bus2.0 - day 5 various topicsUNSW Canberra
 
Bus2.0 - communication
Bus2.0 - communicationBus2.0 - communication
Bus2.0 - communicationUNSW Canberra
 
Practical ideas on how to streamline assessments and report writing
Practical ideas on how to streamline assessments and report writingPractical ideas on how to streamline assessments and report writing
Practical ideas on how to streamline assessments and report writingpsychoed
 
What is IT Architect
What is  IT ArchitectWhat is  IT Architect
What is IT Architectcaoxinyu
 
Rapidly Generating Human and System Requirements - Mark Mellblom
Rapidly Generating Human and System Requirements  - Mark MellblomRapidly Generating Human and System Requirements  - Mark Mellblom
Rapidly Generating Human and System Requirements - Mark MellblomPaul W. Johnson
 
Paper: Nondeterministic Events in Business Processes
Paper: Nondeterministic Events in Business ProcessesPaper: Nondeterministic Events in Business Processes
Paper: Nondeterministic Events in Business ProcessesMetasonicAG
 
Agile: JAD Requirements Elicitation
Agile:  JAD Requirements ElicitationAgile:  JAD Requirements Elicitation
Agile: JAD Requirements ElicitationErnadel Sioson
 
Effective Business Analysis
Effective Business AnalysisEffective Business Analysis
Effective Business AnalysisKailash Sumana
 
Business Process Modeling with BPMN 2.0 - Second edition
Business Process Modeling with BPMN 2.0 - Second editionBusiness Process Modeling with BPMN 2.0 - Second edition
Business Process Modeling with BPMN 2.0 - Second editionGregor Polančič
 
Agile presentation adriana feb 2012
Agile presentation adriana feb 2012Agile presentation adriana feb 2012
Agile presentation adriana feb 2012Adriana Beal
 
Drew Mcinnes - Using human centered design to bring something new into the world
Drew Mcinnes - Using human centered design to bring something new into the worldDrew Mcinnes - Using human centered design to bring something new into the world
Drew Mcinnes - Using human centered design to bring something new into the worldAndrew (Drew) McInnes
 
5 Top Mistakes Manager Make with Performance Measurement Programs for Busines...
5 Top Mistakes Manager Make with Performance Measurement Programs for Busines...5 Top Mistakes Manager Make with Performance Measurement Programs for Busines...
5 Top Mistakes Manager Make with Performance Measurement Programs for Busines...Adriana Beal
 

What's hot (20)

Why Unstructured Processes are Critical to an Organization's Success
Why Unstructured Processes are Critical to an Organization's SuccessWhy Unstructured Processes are Critical to an Organization's Success
Why Unstructured Processes are Critical to an Organization's Success
 
Business process analysis and optimization: A pragmatic approach to business ...
Business process analysis and optimization: A pragmatic approach to business ...Business process analysis and optimization: A pragmatic approach to business ...
Business process analysis and optimization: A pragmatic approach to business ...
 
It business processes EA, SA and SOA together
It business processes   EA, SA and SOA togetherIt business processes   EA, SA and SOA together
It business processes EA, SA and SOA together
 
Perspectives On Business Process Management
Perspectives On Business Process ManagementPerspectives On Business Process Management
Perspectives On Business Process Management
 
Rule-based Design. Managing complexity!
Rule-based Design. Managing complexity!Rule-based Design. Managing complexity!
Rule-based Design. Managing complexity!
 
Requirements management and the business analyst
Requirements management and the business analystRequirements management and the business analyst
Requirements management and the business analyst
 
Pert21
Pert21Pert21
Pert21
 
JAD Workshops
JAD WorkshopsJAD Workshops
JAD Workshops
 
Bus2.0 - day 5 various topics
Bus2.0 - day 5 various topicsBus2.0 - day 5 various topics
Bus2.0 - day 5 various topics
 
Bus2.0 - communication
Bus2.0 - communicationBus2.0 - communication
Bus2.0 - communication
 
Practical ideas on how to streamline assessments and report writing
Practical ideas on how to streamline assessments and report writingPractical ideas on how to streamline assessments and report writing
Practical ideas on how to streamline assessments and report writing
 
What is IT Architect
What is  IT ArchitectWhat is  IT Architect
What is IT Architect
 
Rapidly Generating Human and System Requirements - Mark Mellblom
Rapidly Generating Human and System Requirements  - Mark MellblomRapidly Generating Human and System Requirements  - Mark Mellblom
Rapidly Generating Human and System Requirements - Mark Mellblom
 
Paper: Nondeterministic Events in Business Processes
Paper: Nondeterministic Events in Business ProcessesPaper: Nondeterministic Events in Business Processes
Paper: Nondeterministic Events in Business Processes
 
Agile: JAD Requirements Elicitation
Agile:  JAD Requirements ElicitationAgile:  JAD Requirements Elicitation
Agile: JAD Requirements Elicitation
 
Effective Business Analysis
Effective Business AnalysisEffective Business Analysis
Effective Business Analysis
 
Business Process Modeling with BPMN 2.0 - Second edition
Business Process Modeling with BPMN 2.0 - Second editionBusiness Process Modeling with BPMN 2.0 - Second edition
Business Process Modeling with BPMN 2.0 - Second edition
 
Agile presentation adriana feb 2012
Agile presentation adriana feb 2012Agile presentation adriana feb 2012
Agile presentation adriana feb 2012
 
Drew Mcinnes - Using human centered design to bring something new into the world
Drew Mcinnes - Using human centered design to bring something new into the worldDrew Mcinnes - Using human centered design to bring something new into the world
Drew Mcinnes - Using human centered design to bring something new into the world
 
5 Top Mistakes Manager Make with Performance Measurement Programs for Busines...
5 Top Mistakes Manager Make with Performance Measurement Programs for Busines...5 Top Mistakes Manager Make with Performance Measurement Programs for Busines...
5 Top Mistakes Manager Make with Performance Measurement Programs for Busines...
 

Viewers also liked

Supporting Knowledge Workers With Adaptive Case Management
Supporting Knowledge Workers With Adaptive Case ManagementSupporting Knowledge Workers With Adaptive Case Management
Supporting Knowledge Workers With Adaptive Case ManagementNathaniel Palmer
 
Becoming a (More) Socialized Organization: 10 Tips for UNICEF to Tap the Soci...
Becoming a (More) Socialized Organization: 10 Tips for UNICEF to Tap the Soci...Becoming a (More) Socialized Organization: 10 Tips for UNICEF to Tap the Soci...
Becoming a (More) Socialized Organization: 10 Tips for UNICEF to Tap the Soci...The Glover Park Group
 
frog and UNICEF Collaborate on Mobile Technologies and Community Case Management
frog and UNICEF Collaborate on Mobile Technologies and Community Case Managementfrog and UNICEF Collaborate on Mobile Technologies and Community Case Management
frog and UNICEF Collaborate on Mobile Technologies and Community Case Managementfrog
 
Develop Facilitate And Monitor All Aspects Of Case Management S109
Develop Facilitate And Monitor All Aspects Of Case Management S109 Develop Facilitate And Monitor All Aspects Of Case Management S109
Develop Facilitate And Monitor All Aspects Of Case Management S109 tanbp
 
Adaptive Case Management @ Rubix ID 06-04-2016
Adaptive Case Management @ Rubix ID 06-04-2016Adaptive Case Management @ Rubix ID 06-04-2016
Adaptive Case Management @ Rubix ID 06-04-2016Jan van Zoggel
 
"What to do When Process Modeling Doesn't Work" - a chapter from "Mastering t...
"What to do When Process Modeling Doesn't Work" - a chapter from "Mastering t..."What to do When Process Modeling Doesn't Work" - a chapter from "Mastering t...
"What to do When Process Modeling Doesn't Work" - a chapter from "Mastering t...Jacob Ukelson
 
Process.gov - Elements of Adaptive Case Management
Process.gov - Elements of Adaptive Case ManagementProcess.gov - Elements of Adaptive Case Management
Process.gov - Elements of Adaptive Case Managementmjpucher
 
Introduction to Adaptive Case Management
Introduction to Adaptive Case ManagementIntroduction to Adaptive Case Management
Introduction to Adaptive Case ManagementAmplexor
 
Oracle BPM Adaptive Case Management 2014
Oracle BPM Adaptive Case Management 2014Oracle BPM Adaptive Case Management 2014
Oracle BPM Adaptive Case Management 2014Bizagi Inc
 
Integrated BPMN, CMMN and DMN - Combining Processes, Cases and Decisions
Integrated BPMN, CMMN and DMN - Combining Processes, Cases and Decisions Integrated BPMN, CMMN and DMN - Combining Processes, Cases and Decisions
Integrated BPMN, CMMN and DMN - Combining Processes, Cases and Decisions Denis Gagné
 
The real reason that projects fail and how to fix it - An introduction to Cri...
The real reason that projects fail and how to fix it - An introduction to Cri...The real reason that projects fail and how to fix it - An introduction to Cri...
The real reason that projects fail and how to fix it - An introduction to Cri...Association for Project Management
 
New Tools: ACM for Human Resources
New Tools: ACM for Human ResourcesNew Tools: ACM for Human Resources
New Tools: ACM for Human ResourcesKeith Swenson
 
Adaptive Case Management Workshop 2014 - Keynote
Adaptive Case Management Workshop 2014 - KeynoteAdaptive Case Management Workshop 2014 - Keynote
Adaptive Case Management Workshop 2014 - KeynoteKeith Swenson
 
Taming The Unpredictable: Real-World Adaptive Case Management
Taming The Unpredictable: Real-World Adaptive Case ManagementTaming The Unpredictable: Real-World Adaptive Case Management
Taming The Unpredictable: Real-World Adaptive Case ManagementKeith Swenson
 

Viewers also liked (19)

Supporting Knowledge Workers With Adaptive Case Management
Supporting Knowledge Workers With Adaptive Case ManagementSupporting Knowledge Workers With Adaptive Case Management
Supporting Knowledge Workers With Adaptive Case Management
 
Becoming a (More) Socialized Organization: 10 Tips for UNICEF to Tap the Soci...
Becoming a (More) Socialized Organization: 10 Tips for UNICEF to Tap the Soci...Becoming a (More) Socialized Organization: 10 Tips for UNICEF to Tap the Soci...
Becoming a (More) Socialized Organization: 10 Tips for UNICEF to Tap the Soci...
 
frog and UNICEF Collaborate on Mobile Technologies and Community Case Management
frog and UNICEF Collaborate on Mobile Technologies and Community Case Managementfrog and UNICEF Collaborate on Mobile Technologies and Community Case Management
frog and UNICEF Collaborate on Mobile Technologies and Community Case Management
 
Develop Facilitate And Monitor All Aspects Of Case Management S109
Develop Facilitate And Monitor All Aspects Of Case Management S109 Develop Facilitate And Monitor All Aspects Of Case Management S109
Develop Facilitate And Monitor All Aspects Of Case Management S109
 
Adaptive Case Management @ Rubix ID 06-04-2016
Adaptive Case Management @ Rubix ID 06-04-2016Adaptive Case Management @ Rubix ID 06-04-2016
Adaptive Case Management @ Rubix ID 06-04-2016
 
"What to do When Process Modeling Doesn't Work" - a chapter from "Mastering t...
"What to do When Process Modeling Doesn't Work" - a chapter from "Mastering t..."What to do When Process Modeling Doesn't Work" - a chapter from "Mastering t...
"What to do When Process Modeling Doesn't Work" - a chapter from "Mastering t...
 
Adaptive Case Management vs. BPM
Adaptive Case Management vs. BPMAdaptive Case Management vs. BPM
Adaptive Case Management vs. BPM
 
Process.gov - Elements of Adaptive Case Management
Process.gov - Elements of Adaptive Case ManagementProcess.gov - Elements of Adaptive Case Management
Process.gov - Elements of Adaptive Case Management
 
Introduction to Adaptive Case Management
Introduction to Adaptive Case ManagementIntroduction to Adaptive Case Management
Introduction to Adaptive Case Management
 
Oracle BPM Adaptive Case Management 2014
Oracle BPM Adaptive Case Management 2014Oracle BPM Adaptive Case Management 2014
Oracle BPM Adaptive Case Management 2014
 
Integrated BPMN, CMMN and DMN - Combining Processes, Cases and Decisions
Integrated BPMN, CMMN and DMN - Combining Processes, Cases and Decisions Integrated BPMN, CMMN and DMN - Combining Processes, Cases and Decisions
Integrated BPMN, CMMN and DMN - Combining Processes, Cases and Decisions
 
The real reason that projects fail and how to fix it - An introduction to Cri...
The real reason that projects fail and how to fix it - An introduction to Cri...The real reason that projects fail and how to fix it - An introduction to Cri...
The real reason that projects fail and how to fix it - An introduction to Cri...
 
An introduction to Critical Chain Project Management (CCPM)
An introduction to Critical Chain Project Management (CCPM)An introduction to Critical Chain Project Management (CCPM)
An introduction to Critical Chain Project Management (CCPM)
 
Ougn15 acm
Ougn15 acmOugn15 acm
Ougn15 acm
 
BPM2014
BPM2014BPM2014
BPM2014
 
New Tools: ACM for Human Resources
New Tools: ACM for Human ResourcesNew Tools: ACM for Human Resources
New Tools: ACM for Human Resources
 
Adaptive Case Management Workshop 2014 - Keynote
Adaptive Case Management Workshop 2014 - KeynoteAdaptive Case Management Workshop 2014 - Keynote
Adaptive Case Management Workshop 2014 - Keynote
 
Taming The Unpredictable: Real-World Adaptive Case Management
Taming The Unpredictable: Real-World Adaptive Case ManagementTaming The Unpredictable: Real-World Adaptive Case Management
Taming The Unpredictable: Real-World Adaptive Case Management
 
Knowledge management (2)
Knowledge management (2)Knowledge management (2)
Knowledge management (2)
 

Similar to Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker

Business Process - Can't live with them, can't live without them
Business Process - Can't live with them, can't live without themBusiness Process - Can't live with them, can't live without them
Business Process - Can't live with them, can't live without themJohn Cachat
 
Talent Hub Orientation
Talent Hub OrientationTalent Hub Orientation
Talent Hub OrientationSteve Urquhart
 
Business Dimensional Modeling with Laura Reeves
Business Dimensional Modeling with Laura ReevesBusiness Dimensional Modeling with Laura Reeves
Business Dimensional Modeling with Laura ReevesBalanced Insight, Inc.
 
Operational Excellence Models, Strategies, Principles & Tools
Operational Excellence Models, Strategies, Principles & ToolsOperational Excellence Models, Strategies, Principles & Tools
Operational Excellence Models, Strategies, Principles & ToolsAurelien Domont, MBA
 
Best Practices in Process Automation - Chapter 1
Best Practices in Process Automation - Chapter 1Best Practices in Process Automation - Chapter 1
Best Practices in Process Automation - Chapter 1Bonitasoft
 
Business Analyst As Product Owner
Business Analyst As Product OwnerBusiness Analyst As Product Owner
Business Analyst As Product OwnerCraig Brown
 
Why Methods Trump Methodology
Why Methods Trump MethodologyWhy Methods Trump Methodology
Why Methods Trump MethodologyJess McMullin
 
Enterprise Customer Experience - DRI
Enterprise Customer Experience - DRIEnterprise Customer Experience - DRI
Enterprise Customer Experience - DRIMitch Lieberman
 
IT Project Success through Profiling-Pro - Business Architecture for Busines...
IT Project Success through Profiling-Pro -  Business Architecture for Busines...IT Project Success through Profiling-Pro -  Business Architecture for Busines...
IT Project Success through Profiling-Pro - Business Architecture for Busines...ITPSB Pty Ltd
 
Business architecture for business specialists and IT professionals wanting I...
Business architecture for business specialists and IT professionals wanting I...Business architecture for business specialists and IT professionals wanting I...
Business architecture for business specialists and IT professionals wanting I...ITPSB Pty Ltd
 
Customer Experience Management - It's Hard, But Not THAT Hard
Customer Experience Management - It's Hard, But Not THAT HardCustomer Experience Management - It's Hard, But Not THAT Hard
Customer Experience Management - It's Hard, But Not THAT HardScott Liewehr
 
121211 depfac ulb_master_presentation_v5_1
121211 depfac ulb_master_presentation_v5_1121211 depfac ulb_master_presentation_v5_1
121211 depfac ulb_master_presentation_v5_1Thibaut De Vylder
 
Design thinking in IT Industries.pptx
Design thinking in IT Industries.pptxDesign thinking in IT Industries.pptx
Design thinking in IT Industries.pptx1sv09me054
 
Achieving A Great User Experience For Enterprise Software
Achieving A Great User Experience For Enterprise SoftwareAchieving A Great User Experience For Enterprise Software
Achieving A Great User Experience For Enterprise SoftwarePaul Sherman
 
Business Process Management Training | By ex-Deloitte & McKinsey Consultants
Business Process Management Training | By ex-Deloitte & McKinsey ConsultantsBusiness Process Management Training | By ex-Deloitte & McKinsey Consultants
Business Process Management Training | By ex-Deloitte & McKinsey ConsultantsAurelien Domont, MBA
 
Becoming Agile With BPM
Becoming Agile With BPMBecoming Agile With BPM
Becoming Agile With BPMEverteam
 

Similar to Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker (20)

Mentoring using A3 Thinking
Mentoring using A3 ThinkingMentoring using A3 Thinking
Mentoring using A3 Thinking
 
Business Process - Can't live with them, can't live without them
Business Process - Can't live with them, can't live without themBusiness Process - Can't live with them, can't live without them
Business Process - Can't live with them, can't live without them
 
Talent Hub Orientation
Talent Hub OrientationTalent Hub Orientation
Talent Hub Orientation
 
Business Dimensional Modeling with Laura Reeves
Business Dimensional Modeling with Laura ReevesBusiness Dimensional Modeling with Laura Reeves
Business Dimensional Modeling with Laura Reeves
 
Operational Excellence Models, Strategies, Principles & Tools
Operational Excellence Models, Strategies, Principles & ToolsOperational Excellence Models, Strategies, Principles & Tools
Operational Excellence Models, Strategies, Principles & Tools
 
Exploring Early Enterprise 2.0 Methodology
Exploring Early Enterprise 2.0 MethodologyExploring Early Enterprise 2.0 Methodology
Exploring Early Enterprise 2.0 Methodology
 
Best Practices in Process Automation - Chapter 1
Best Practices in Process Automation - Chapter 1Best Practices in Process Automation - Chapter 1
Best Practices in Process Automation - Chapter 1
 
Business Analyst As Product Owner
Business Analyst As Product OwnerBusiness Analyst As Product Owner
Business Analyst As Product Owner
 
Why Methods Trump Methodology
Why Methods Trump MethodologyWhy Methods Trump Methodology
Why Methods Trump Methodology
 
Enterprise Customer Experience - DRI
Enterprise Customer Experience - DRIEnterprise Customer Experience - DRI
Enterprise Customer Experience - DRI
 
IT Project Success through Profiling-Pro - Business Architecture for Busines...
IT Project Success through Profiling-Pro -  Business Architecture for Busines...IT Project Success through Profiling-Pro -  Business Architecture for Busines...
IT Project Success through Profiling-Pro - Business Architecture for Busines...
 
Business architecture for business specialists and IT professionals wanting I...
Business architecture for business specialists and IT professionals wanting I...Business architecture for business specialists and IT professionals wanting I...
Business architecture for business specialists and IT professionals wanting I...
 
Customer Experience Management - It's Hard, But Not THAT Hard
Customer Experience Management - It's Hard, But Not THAT HardCustomer Experience Management - It's Hard, But Not THAT Hard
Customer Experience Management - It's Hard, But Not THAT Hard
 
Enterprise Customer Experience by Mitch Lieberman, DRI
Enterprise Customer Experience by Mitch Lieberman, DRIEnterprise Customer Experience by Mitch Lieberman, DRI
Enterprise Customer Experience by Mitch Lieberman, DRI
 
121211 depfac ulb_master_presentation_v5_1
121211 depfac ulb_master_presentation_v5_1121211 depfac ulb_master_presentation_v5_1
121211 depfac ulb_master_presentation_v5_1
 
Design thinking in IT Industries.pptx
Design thinking in IT Industries.pptxDesign thinking in IT Industries.pptx
Design thinking in IT Industries.pptx
 
Achieving A Great User Experience For Enterprise Software
Achieving A Great User Experience For Enterprise SoftwareAchieving A Great User Experience For Enterprise Software
Achieving A Great User Experience For Enterprise Software
 
Business Modeling and the Business Analyst
Business Modeling and the Business AnalystBusiness Modeling and the Business Analyst
Business Modeling and the Business Analyst
 
Business Process Management Training | By ex-Deloitte & McKinsey Consultants
Business Process Management Training | By ex-Deloitte & McKinsey ConsultantsBusiness Process Management Training | By ex-Deloitte & McKinsey Consultants
Business Process Management Training | By ex-Deloitte & McKinsey Consultants
 
Becoming Agile With BPM
Becoming Agile With BPMBecoming Agile With BPM
Becoming Agile With BPM
 

More from OpenText Global 360

Improving SharePoint Business Process Maturity
Improving SharePoint Business Process MaturityImproving SharePoint Business Process Maturity
Improving SharePoint Business Process MaturityOpenText Global 360
 
Bringing Together Content and Process
Bringing Together Content and ProcessBringing Together Content and Process
Bringing Together Content and ProcessOpenText Global 360
 
Expert Panel Discusses: SharePoint Survey Fall 2011
Expert Panel Discusses: SharePoint Survey Fall 2011Expert Panel Discusses: SharePoint Survey Fall 2011
Expert Panel Discusses: SharePoint Survey Fall 2011OpenText Global 360
 
Fall 2011 SharePoint Survey Results
Fall 2011 SharePoint Survey ResultsFall 2011 SharePoint Survey Results
Fall 2011 SharePoint Survey ResultsOpenText Global 360
 
Migrating to Microsoft Office 365
Migrating to Microsoft Office 365Migrating to Microsoft Office 365
Migrating to Microsoft Office 365OpenText Global 360
 
Shifting the Network Share Paradigm Leveraging SharePoint as a Business Solu...
Shifting the Network Share Paradigm Leveraging SharePoint as a Business Solu...Shifting the Network Share Paradigm Leveraging SharePoint as a Business Solu...
Shifting the Network Share Paradigm Leveraging SharePoint as a Business Solu...OpenText Global 360
 
Invent the Future by Reinventing Productivity
Invent the Future by Reinventing ProductivityInvent the Future by Reinventing Productivity
Invent the Future by Reinventing ProductivityOpenText Global 360
 
SharePoint Survey 2011 Results: How are Businesses Using SharePoint?
SharePoint Survey 2011 Results: How are Businesses Using SharePoint?SharePoint Survey 2011 Results: How are Businesses Using SharePoint?
SharePoint Survey 2011 Results: How are Businesses Using SharePoint?OpenText Global 360
 
SharePoint 2010 and Silverlight: A Bigger Picture
SharePoint 2010 and Silverlight: A Bigger PictureSharePoint 2010 and Silverlight: A Bigger Picture
SharePoint 2010 and Silverlight: A Bigger PictureOpenText Global 360
 
Missing Link Between SharePoint and the End User Community
Missing Link Between SharePoint and the End User CommunityMissing Link Between SharePoint and the End User Community
Missing Link Between SharePoint and the End User CommunityOpenText Global 360
 
SharePoint & BPM: Kill The Things That Kill Productivity
SharePoint & BPM: Kill The Things That Kill ProductivitySharePoint & BPM: Kill The Things That Kill Productivity
SharePoint & BPM: Kill The Things That Kill ProductivityOpenText Global 360
 
The Future of Productivity Taking Place Now at Penson Financial Services
The Future of Productivity Taking Place Now at Penson Financial ServicesThe Future of Productivity Taking Place Now at Penson Financial Services
The Future of Productivity Taking Place Now at Penson Financial ServicesOpenText Global 360
 

More from OpenText Global 360 (14)

Improving SharePoint Business Process Maturity
Improving SharePoint Business Process MaturityImproving SharePoint Business Process Maturity
Improving SharePoint Business Process Maturity
 
Bringing Together Content and Process
Bringing Together Content and ProcessBringing Together Content and Process
Bringing Together Content and Process
 
Expert Panel Discusses: SharePoint Survey Fall 2011
Expert Panel Discusses: SharePoint Survey Fall 2011Expert Panel Discusses: SharePoint Survey Fall 2011
Expert Panel Discusses: SharePoint Survey Fall 2011
 
Fall 2011 SharePoint Survey Results
Fall 2011 SharePoint Survey ResultsFall 2011 SharePoint Survey Results
Fall 2011 SharePoint Survey Results
 
Migrating to Microsoft Office 365
Migrating to Microsoft Office 365Migrating to Microsoft Office 365
Migrating to Microsoft Office 365
 
Shifting the Network Share Paradigm Leveraging SharePoint as a Business Solu...
Shifting the Network Share Paradigm Leveraging SharePoint as a Business Solu...Shifting the Network Share Paradigm Leveraging SharePoint as a Business Solu...
Shifting the Network Share Paradigm Leveraging SharePoint as a Business Solu...
 
Invent the Future by Reinventing Productivity
Invent the Future by Reinventing ProductivityInvent the Future by Reinventing Productivity
Invent the Future by Reinventing Productivity
 
SharePoint Survey 2011 Results: How are Businesses Using SharePoint?
SharePoint Survey 2011 Results: How are Businesses Using SharePoint?SharePoint Survey 2011 Results: How are Businesses Using SharePoint?
SharePoint Survey 2011 Results: How are Businesses Using SharePoint?
 
SharePoint 2010 and Silverlight: A Bigger Picture
SharePoint 2010 and Silverlight: A Bigger PictureSharePoint 2010 and Silverlight: A Bigger Picture
SharePoint 2010 and Silverlight: A Bigger Picture
 
Missing Link Between SharePoint and the End User Community
Missing Link Between SharePoint and the End User CommunityMissing Link Between SharePoint and the End User Community
Missing Link Between SharePoint and the End User Community
 
SharePoint & BPM: Kill The Things That Kill Productivity
SharePoint & BPM: Kill The Things That Kill ProductivitySharePoint & BPM: Kill The Things That Kill Productivity
SharePoint & BPM: Kill The Things That Kill Productivity
 
The Future of Productivity Taking Place Now at Penson Financial Services
The Future of Productivity Taking Place Now at Penson Financial ServicesThe Future of Productivity Taking Place Now at Penson Financial Services
The Future of Productivity Taking Place Now at Penson Financial Services
 
Love Your Work Again!
Love Your Work Again!Love Your Work Again!
Love Your Work Again!
 
Take The Analyst View Tour
Take The Analyst View TourTake The Analyst View Tour
Take The Analyst View Tour
 

Recently uploaded

IESVE for Early Stage Design and Planning
IESVE for Early Stage Design and PlanningIESVE for Early Stage Design and Planning
IESVE for Early Stage Design and PlanningIES VE
 
10 Differences between Sales Cloud and CPQ, Blanka Doktorová
10 Differences between Sales Cloud and CPQ, Blanka Doktorová10 Differences between Sales Cloud and CPQ, Blanka Doktorová
10 Differences between Sales Cloud and CPQ, Blanka DoktorováCzechDreamin
 
IOS-PENTESTING-BEGINNERS-PRACTICAL-GUIDE-.pptx
IOS-PENTESTING-BEGINNERS-PRACTICAL-GUIDE-.pptxIOS-PENTESTING-BEGINNERS-PRACTICAL-GUIDE-.pptx
IOS-PENTESTING-BEGINNERS-PRACTICAL-GUIDE-.pptxAbida Shariff
 
Introduction to Open Source RAG and RAG Evaluation
Introduction to Open Source RAG and RAG EvaluationIntroduction to Open Source RAG and RAG Evaluation
Introduction to Open Source RAG and RAG EvaluationZilliz
 
Designing for Hardware Accessibility at Comcast
Designing for Hardware Accessibility at ComcastDesigning for Hardware Accessibility at Comcast
Designing for Hardware Accessibility at ComcastUXDXConf
 
To Graph or Not to Graph Knowledge Graph Architectures and LLMs
To Graph or Not to Graph Knowledge Graph Architectures and LLMsTo Graph or Not to Graph Knowledge Graph Architectures and LLMs
To Graph or Not to Graph Knowledge Graph Architectures and LLMsPaul Groth
 
Demystifying gRPC in .Net by John Staveley
Demystifying gRPC in .Net by John StaveleyDemystifying gRPC in .Net by John Staveley
Demystifying gRPC in .Net by John StaveleyJohn Staveley
 
JMeter webinar - integration with InfluxDB and Grafana
JMeter webinar - integration with InfluxDB and GrafanaJMeter webinar - integration with InfluxDB and Grafana
JMeter webinar - integration with InfluxDB and GrafanaRTTS
 
SOQL 201 for Admins & Developers: Slice & Dice Your Org’s Data With Aggregate...
SOQL 201 for Admins & Developers: Slice & Dice Your Org’s Data With Aggregate...SOQL 201 for Admins & Developers: Slice & Dice Your Org’s Data With Aggregate...
SOQL 201 for Admins & Developers: Slice & Dice Your Org’s Data With Aggregate...CzechDreamin
 
Transforming The New York Times: Empowering Evolution through UX
Transforming The New York Times: Empowering Evolution through UXTransforming The New York Times: Empowering Evolution through UX
Transforming The New York Times: Empowering Evolution through UXUXDXConf
 
Free and Effective: Making Flows Publicly Accessible, Yumi Ibrahimzade
Free and Effective: Making Flows Publicly Accessible, Yumi IbrahimzadeFree and Effective: Making Flows Publicly Accessible, Yumi Ibrahimzade
Free and Effective: Making Flows Publicly Accessible, Yumi IbrahimzadeCzechDreamin
 
What's New in Teams Calling, Meetings and Devices April 2024
What's New in Teams Calling, Meetings and Devices April 2024What's New in Teams Calling, Meetings and Devices April 2024
What's New in Teams Calling, Meetings and Devices April 2024Stephanie Beckett
 
Measures in SQL (a talk at SF Distributed Systems meetup, 2024-05-22)
Measures in SQL (a talk at SF Distributed Systems meetup, 2024-05-22)Measures in SQL (a talk at SF Distributed Systems meetup, 2024-05-22)
Measures in SQL (a talk at SF Distributed Systems meetup, 2024-05-22)Julian Hyde
 
Optimizing NoSQL Performance Through Observability
Optimizing NoSQL Performance Through ObservabilityOptimizing NoSQL Performance Through Observability
Optimizing NoSQL Performance Through ObservabilityScyllaDB
 
Enterprise Security Monitoring, And Log Management.
Enterprise Security Monitoring, And Log Management.Enterprise Security Monitoring, And Log Management.
Enterprise Security Monitoring, And Log Management.Boni Yeamin
 
Speed Wins: From Kafka to APIs in Minutes
Speed Wins: From Kafka to APIs in MinutesSpeed Wins: From Kafka to APIs in Minutes
Speed Wins: From Kafka to APIs in Minutesconfluent
 
ODC, Data Fabric and Architecture User Group
ODC, Data Fabric and Architecture User GroupODC, Data Fabric and Architecture User Group
ODC, Data Fabric and Architecture User GroupCatarinaPereira64715
 
Structuring Teams and Portfolios for Success
Structuring Teams and Portfolios for SuccessStructuring Teams and Portfolios for Success
Structuring Teams and Portfolios for SuccessUXDXConf
 
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered Quality
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualitySoftware Delivery At the Speed of AI: Inflectra Invests In AI-Powered Quality
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
 
Future Visions: Predictions to Guide and Time Tech Innovation, Peter Udo Diehl
Future Visions: Predictions to Guide and Time Tech Innovation, Peter Udo DiehlFuture Visions: Predictions to Guide and Time Tech Innovation, Peter Udo Diehl
Future Visions: Predictions to Guide and Time Tech Innovation, Peter Udo DiehlPeter Udo Diehl
 

Recently uploaded (20)

IESVE for Early Stage Design and Planning
IESVE for Early Stage Design and PlanningIESVE for Early Stage Design and Planning
IESVE for Early Stage Design and Planning
 
10 Differences between Sales Cloud and CPQ, Blanka Doktorová
10 Differences between Sales Cloud and CPQ, Blanka Doktorová10 Differences between Sales Cloud and CPQ, Blanka Doktorová
10 Differences between Sales Cloud and CPQ, Blanka Doktorová
 
IOS-PENTESTING-BEGINNERS-PRACTICAL-GUIDE-.pptx
IOS-PENTESTING-BEGINNERS-PRACTICAL-GUIDE-.pptxIOS-PENTESTING-BEGINNERS-PRACTICAL-GUIDE-.pptx
IOS-PENTESTING-BEGINNERS-PRACTICAL-GUIDE-.pptx
 
Introduction to Open Source RAG and RAG Evaluation
Introduction to Open Source RAG and RAG EvaluationIntroduction to Open Source RAG and RAG Evaluation
Introduction to Open Source RAG and RAG Evaluation
 
Designing for Hardware Accessibility at Comcast
Designing for Hardware Accessibility at ComcastDesigning for Hardware Accessibility at Comcast
Designing for Hardware Accessibility at Comcast
 
To Graph or Not to Graph Knowledge Graph Architectures and LLMs
To Graph or Not to Graph Knowledge Graph Architectures and LLMsTo Graph or Not to Graph Knowledge Graph Architectures and LLMs
To Graph or Not to Graph Knowledge Graph Architectures and LLMs
 
Demystifying gRPC in .Net by John Staveley
Demystifying gRPC in .Net by John StaveleyDemystifying gRPC in .Net by John Staveley
Demystifying gRPC in .Net by John Staveley
 
JMeter webinar - integration with InfluxDB and Grafana
JMeter webinar - integration with InfluxDB and GrafanaJMeter webinar - integration with InfluxDB and Grafana
JMeter webinar - integration with InfluxDB and Grafana
 
SOQL 201 for Admins & Developers: Slice & Dice Your Org’s Data With Aggregate...
SOQL 201 for Admins & Developers: Slice & Dice Your Org’s Data With Aggregate...SOQL 201 for Admins & Developers: Slice & Dice Your Org’s Data With Aggregate...
SOQL 201 for Admins & Developers: Slice & Dice Your Org’s Data With Aggregate...
 
Transforming The New York Times: Empowering Evolution through UX
Transforming The New York Times: Empowering Evolution through UXTransforming The New York Times: Empowering Evolution through UX
Transforming The New York Times: Empowering Evolution through UX
 
Free and Effective: Making Flows Publicly Accessible, Yumi Ibrahimzade
Free and Effective: Making Flows Publicly Accessible, Yumi IbrahimzadeFree and Effective: Making Flows Publicly Accessible, Yumi Ibrahimzade
Free and Effective: Making Flows Publicly Accessible, Yumi Ibrahimzade
 
What's New in Teams Calling, Meetings and Devices April 2024
What's New in Teams Calling, Meetings and Devices April 2024What's New in Teams Calling, Meetings and Devices April 2024
What's New in Teams Calling, Meetings and Devices April 2024
 
Measures in SQL (a talk at SF Distributed Systems meetup, 2024-05-22)
Measures in SQL (a talk at SF Distributed Systems meetup, 2024-05-22)Measures in SQL (a talk at SF Distributed Systems meetup, 2024-05-22)
Measures in SQL (a talk at SF Distributed Systems meetup, 2024-05-22)
 
Optimizing NoSQL Performance Through Observability
Optimizing NoSQL Performance Through ObservabilityOptimizing NoSQL Performance Through Observability
Optimizing NoSQL Performance Through Observability
 
Enterprise Security Monitoring, And Log Management.
Enterprise Security Monitoring, And Log Management.Enterprise Security Monitoring, And Log Management.
Enterprise Security Monitoring, And Log Management.
 
Speed Wins: From Kafka to APIs in Minutes
Speed Wins: From Kafka to APIs in MinutesSpeed Wins: From Kafka to APIs in Minutes
Speed Wins: From Kafka to APIs in Minutes
 
ODC, Data Fabric and Architecture User Group
ODC, Data Fabric and Architecture User GroupODC, Data Fabric and Architecture User Group
ODC, Data Fabric and Architecture User Group
 
Structuring Teams and Portfolios for Success
Structuring Teams and Portfolios for SuccessStructuring Teams and Portfolios for Success
Structuring Teams and Portfolios for Success
 
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered Quality
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualitySoftware Delivery At the Speed of AI: Inflectra Invests In AI-Powered Quality
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered Quality
 
Future Visions: Predictions to Guide and Time Tech Innovation, Peter Udo Diehl
Future Visions: Predictions to Guide and Time Tech Innovation, Peter Udo DiehlFuture Visions: Predictions to Guide and Time Tech Innovation, Peter Udo Diehl
Future Visions: Predictions to Guide and Time Tech Innovation, Peter Udo Diehl
 

Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker

  • 1. “The business world has always been unstructured, it is the computers and apps that were not.” Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker BUSINESS PROCESS SOLUTIONS 1
  • 2. Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker Derek E. Weeks Senior Director BPM Corporate and Product Marketing OpenText BUSINESS PROCESS SOLUTIONS 2
  • 3. meet Bryan BUSINESS PROCESS SOLUTIONS 3
  • 4. the IT Pro BUSINESS PROCESS SOLUTIONS 4
  • 5. Bryan works here…… BUSINESS PROCESS SOLUTIONS 5
  • 6. his case management application was getting long in the tooth….. BUSINESS PROCESS SOLUTIONS 6
  • 7. 9 months ago, he faced three challenges….. development change and user time, requests, expectations….. BUSINESS PROCESS SOLUTIONS 7
  • 8. 1/3 of the Bryan’s internal clients will be mobile workers by 2013 BUSINESS PROCESS SOLUTIONS 8
  • 9. in the next 5 years, new hires will barely use email….. BUSINESS PROCESS SOLUTIONS 9
  • 10. 1 in 12 on the planet use Facebook. (1 in 3 for Bryan) BUSINESS PROCESS SOLUTIONS 10
  • 11. 68% of employees are on LinkedIn…. BUSINESS PROCESS SOLUTIONS 11
  • 12. 1 in 5 play an online social game….. BUSINESS PROCESS SOLUTIONS 12
  • 13. 20% customize their homepage….. BUSINESS PROCESS SOLUTIONS 13
  • 14. Bryan has been supporting old-style, rigid, enterprise applications… BUSINESS PROCESS SOLUTIONS 14
  • 15. his business has 290 resources are working on cases….. BUSINESS PROCESS SOLUTIONS 15
  • 16. Bryan understands that 80% of knowledge work is unstructured….. BUSINESS PROCESS SOLUTIONS 16
  • 17. the nature of their world has changed…… …what people want. …the way we work. …how businesses operate. BUSINESS PROCESS SOLUTIONS 17
  • 18. The new app needed to be more flexible to meet the needs and expectations of the new iWorker..… BUSINESS PROCESS SOLUTIONS 18
  • 19. meet Jenny BUSINESS PROCESS SOLUTIONS 19
  • 20. the new iWorker BUSINESS PROCESS SOLUTIONS 20
  • 21. Jenny also works here…… BUSINESS PROCESS SOLUTIONS 21
  • 22. but occasionally works here…… BUSINESS PROCESS SOLUTIONS 22
  • 23. her case work involves… BUSINESS PROCESS SOLUTIONS 23
  • 24. the Claims Team is located here….. BUSINESS PROCESS SOLUTIONS 24
  • 25. each case is unique… BUSINESS PROCESS SOLUTIONS 25
  • 26. each work item is complex BUSINESS PROCESS SOLUTIONS 26
  • 27. Jenny knows many of the rules and policies…. BUSINESS PROCESS SOLUTIONS 27
  • 28. but is not an expert, so guardrails do help… BUSINESS PROCESS SOLUTIONS 28
  • 29. no assignment has a pre-determined outcome… BUSINESS PROCESS SOLUTIONS 29
  • 30. So Jenny found her way around working within a large team, sometimes from a remote location.... BUSINESS PROCESS SOLUTIONS 30
  • 31. but she would ask Bryan...... BUSINESS PROCESS SOLUTIONS 31
  • 32. about sharing case information, understanding the rules, and serving customers with urgent needs… BUSINESS PROCESS SOLUTIONS 32
  • 33. let’s not forget Jenny’s boss Tom…. BUSINESS PROCESS SOLUTIONS 33
  • 34. Tom spends over 2 hours a day searching for information and compiling reports…... BUSINESS PROCESS SOLUTIONS 34
  • 35. business demands changed constantly… BUSINESS PROCESS SOLUTIONS 35
  • 36. No insight into real time needs or bottlenecks….. BUSINESS PROCESS SOLUTIONS 36
  • 37. 9 months ago Jenny and Tom were using these tools..… BUSINESS PROCESS SOLUTIONS 37
  • 38. Bryan did his research….. BUSINESS PROCESS SOLUTIONS 38
  • 39. Thanks to Bryan, today they use these tools….. BUSINESS PROCESS SOLUTIONS 39
  • 40. Jenny uses adaptive case management to get her work done….. Reviews images of the customer policy on her desktop Content is presented in context. She verifies details of the policy holder Works through her assigned task list and adds notes to the case BUSINESS PROCESS SOLUTIONS 40
  • 41. Jenny’s colleagues can review the Case Folder for anything related to the case from start to finish Everyone can see the Documents list that provides a complete history of any document sent to or received from the case BUSINESS PROCESS SOLUTIONS 41
  • 42. Jenny can create new tasks or add new processes….. without waiting for Bryan’s code changes….. BUSINESS PROCESS SOLUTIONS 42
  • 43. on the road, Jenny is empowered and never out of touch… Add data, images or content to a case, enabling her to process work from anywhere. Add collaboration posts and then track them. Find expertise immediately. BUSINESS PROCESS SOLUTIONS 43
  • 44. Her colleagues can also collaborate within in- progress work folders and view of any outstanding tasks or documents Any event feed or IM session is integrated with the case. Event feeds and collaboration are displayed in context BUSINESS PROCESS SOLUTIONS 44
  • 45. and what about Tom?..... BUSINESS PROCESS SOLUTIONS 45
  • 46. he now has visibility to everything his team is working on….. Track performance and SLA’s to better understand how his business is servicing customers See team backlogs and escalated work items Keep track of his own tasks Follow and participate in team discussions BUSINESS PROCESS SOLUTIONS 46
  • 47. and Bryan?..... BUSINESS PROCESS SOLUTIONS 47
  • 48. Bryan delivers solutions faster with out-of- the-box user applications…. BUSINESS PROCESS SOLUTIONS 48
  • 49. Bryan Jenny is keeping Tom has better eliminated the customers visibility to his tug of war….. happy….. business….. BUSINESS PROCESS SOLUTIONS 49
  • 50. Adaptive Case Management (ACM) works the way we want to….. Dynamic and Content People Intelligence Collaboration Structured Process BUSINESS PROCESS SOLUTIONS 50
  • 51. ACM needs to be collaborative Social Computing • Connect participants • Empower participants • Keep processes relevant Communications Context • Voice, text, messaging • Process context • White-boarding, app sharing • Case and content context • Presence • Participant context Process Participant BUSINESS PROCESS SOLUTIONS 51
  • 52. ACM needs to address structured and unstructured work High Structure Low Predefined & repeatable Process pattern Ad hoc & evolutionary Efficiency & scale Objective Problem resolution System Creation Investment Enabling iWorkers Data entry Example Contract Creation BUSINESS PROCESS SOLUTIONS 52
  • 53. ACM needs to deal with business as it happens….. BUSINESS PROCESS SOLUTIONS 53
  • 54. ACM rethinks how work gets done….. BUSINESS PROCESS SOLUTIONS 54
  • 55. After 110 years with a paper- based claims process, Physicians Mutual went paperless in 2010. BUSINESS PROCESS SOLUTIONS 55
  • 56. Loan exception reporting and reviews were reduced from 7 days to seconds. BUSINESS PROCESS SOLUTIONS 56
  • 57. Claims processing time dropped 13% in first quarter. No increase in staff for 5 years, during 100% business growth. BUSINESS PROCESS SOLUTIONS 57
  • 58. UNICOR consolidated 5 systems into one, eliminated daily printing of 20K documents, and streamlines work based on roles/skills. BUSINESS PROCESS SOLUTIONS 58
  • 59. we have a broad range of ACM customers….. BUSINESS PROCESS SOLUTIONS 59
  • 60. who are applying ACM and where…. FS/Banking Insurance Government Retail/Manufacturing Account Opening & New Business, Finance and Admin Order-to-Cash (Dispute Servicing (IRA, ISA, etc), Underwriting & Enrollment (Permits, Taxes, Child Resolution, etc), Product Account disputes, Support,etc) line management and approval Merchant Services, Mutual Claims Processing, eGovernment eFiling Procure-to-Pay (Trade Fund Record Keeping Appeals and Grievances and Inquiries, Citizens Spend capture & Supply Services Management) Loan Processing, mortgage Customer eJustice for Courts Casefile Product line management processing, Service/Exception Handling Management, Redaction and approval Workforce Management Correspondence Law Enforcement, DNA Workforce Management Management, Policy Offender Tracking, Change Management Automatic Weapon Lifecycle Tracking Compliance, Exception Compliance, Exception Compliance, Exception Compliance, Exception Handling Handling Handling, Air Quality Handling, Air Traffic Control Control, Endangered Beacon Maintenance Species Tracking BUSINESS PROCESS SOLUTIONS 60
  • 61. 10 Years Deep Roots in Persona- Case Management + Process and Document + based BPM innovation Experience Management BUSINESS PROCESS SOLUTIONS 61
  • 62. Where did Bryan learn more about Case Management?….. …visit the case management …download Forrester’ s 2011 …get the free eBook at resource center at case management wave from http://bit.ly/ACM_book http://bit.ly/ACM_Resource http://bit.ly/ACM_Wave BUSINESS PROCESS SOLUTIONS 62
  • 63. Thank You BUSINESS PROCESS SOLUTIONS 63