Process.gov - Elements of Adaptive Case Management

Description

This is a presentation I gave about Adaptive Case Management at process.gov conference in Washington. The subject is covered in the book I co-authored: ’Mastering The Unpredictable’. It is available in Amazon, also as a Kindle edition.

Transcript

ELEMENTS
 OF
 ADAPTIVE
 CASE
 
MANAGEMENT
 
Max
 J.
 Pucher
 
Chief
 Architect
 ISIS
 Papyrus
 So>ware
 
READ ABOUT ADAPTIVE CASE MANAGEMENT IN

Mastering
the
Unpredictable
Max J. Pucher is a co-author
and writes about how
Adaptive Case Management
supports the dynamics of
knowledge work.

http://www.MasteringTheUnpredictable.com
MODEL
 OF
 A
 PROCESS
 VALUE
 CHAIN
 

Infrastructure
 

Human
 Resource
 Management
 

Product
 Development
 

Procurement
 




©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  3
 
EXPLOITATION
 (BPM)
 AND
 INNOVATION
 (ACM)
 
ALSO GOVERNMENT ORGANIZATIONS ARE BUDGET/COST DRIVEN ...
CITIZENS ARE CUSTOMERS ...




Management




Development
  Service
 
Service Execu;on Logis;cs



Innova;on
 
 
 
 
 
 Exploita;on
 


©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  4
 
ORTHODOX
 BUSINESS
 PROCESS
 METHODOLOGY
 
Establish
 ”As-­‐Is”
 
Review
  Conduct
 fact
 
Create ”As-Is”
exis;ng
  finding
 
Process
 flows
 
 
informa;on
  sessions
 




Validate
 ”As-­‐Is”
 

Distribute
 ”As-­‐
Is”
 flows
 and
  Conduct
 Data
 
Revise
 ”As-Is”
ques;ons
  Analysis
 
flows
 
 




Establish
 ”To-­‐Be”
 

Understand
  Create
 ”To-­‐
Perform
 
  Conduct
 Data
  Be”
 Process
 
Business
 
 
Benchmarking
  Analysis
  flows
 
Objec;ves
 




Create
 ”To-­‐ This
 is
 just
 the
 
Be”
 
Perform
 Gap
 
suppor;ng
 
complete
 analysis
 cycle
 
Analysys
 
Narra;ve
  and
 there
 is
 NOTHING
 
yet
 implemented.
 
©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  5
 
BUSINESS
 PROCESS
 MANAGEMENT
 
PROCESSES
 ARE
 A
 WAY
 TO
 MANAGE
 RELIABLY
 –
 LESS
 RISKY
 -­‐
 EXPLOITATION
 

Design
 &
 Analysis
Configura;on
• IdenMficaMon
 
• System
 
• Modeling
 
• ImplementaMon
 
ConfiguraMon
  • ValidaMon
 
 
• Test
 
• SimulaMon
 
• Deployment
 
• VerificaMon
 


Process
 
Enactment
  Admin
  Design
 &
 Analysis
 
Owner
 

INNOVATION?
 

Enactment EvaluaMon
  Evalua;on

• OperaMon
  • Process
 Mining
 
• Monitoring
 Adherence
  • Business
 AcMvity
 Monitoring
 
• Maintenance
  • Key
 Performance
 Indicators
 


©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  6
 
BPM
 PROJECT
 OVERHEADS
 
THE
 OVERHEAD
 OF
 PROCESS
 ANALYSIS
 IS
 RECURRING
 FOR
 INNOVATION
 




Source: BPTrends 2006




©
 2010
 Max
 J.
 Pucher
  Adaptive Case Management 7
 
WORK
 FLOW
 PROCESS
 OR
 KNOWLEDGE
 WORK
 
DESIGN EXAMPLE: SOCIAL BENEFITS PROCESSING




Request




Contact Gather
 info
 
 Verify
 Eligibility



Knowledge
 work:
 
These
 are
 just
 the
 core
  Pay
 Benefit
elements
 of
 the
 general
 
acMviMes
 but
 they
 do
 not
 
consMtute
 a
 flowing
 process.


©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  8
 
BPM
 MODELING
 TO
 IMPLEMENTATION
 

End
 User
 
Focus
 
Drawing
 Tools
 
BPMN
 

ImplementaMon
 
BPEL,
 XSD,
 ...
 
Process
 
Enactment
 

System
 
 
Deployment
 

Technology
  Source:
 AIIM
 
Focus
 

System
 to
  Human
 to
 
System
 focus
  Human
 focus
 

©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  9
 
PROCESS
 MANAGEMENT
 ENHANCEMENTS
 
DEAL
 WITH
 EXCEPTIONS
 AND
 VARIATIONS
 CAUSED
 BY
 FLOWCHARTS
 



•  AD-­‐HOC:
 Users
 start
 a
 new
 process
 for
 
collaboraMon
 without
 feedback
 to
 a
 template.
 
•  AGILE:
 Drawing
 tools
 are
 usable
 by
 non-­‐technical
 
analysts
 and
 methodology
 ensures
 a
 well
 
defined
 cycle
 of
 monitoring
 and
 improvement.
 
•  DYNAMIC:
 Users
 can
 make
 free
 choices
 of
 sub-­‐
processes
 at
 certain
 points
 in
 the
 process.
 
•  SOCIAL:
 Users
 collaborate
 in
 a
 social
 network
 
about
 creaMng
 process
 flowcharts
 drawings.
 

©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  10
 
ADAPTIVE
 CASE
 MANAGEMENT
 

InnovaMon
 requires
 evaluaMon
 of
 
needs
 versus
 results.

 
CONCEPTS
 OF
 ADAPTIVE
 CASE
 MANAGEMENT
 

repetitive emergent


straight
 
produc;on
  dynamic
  human
 ad-­‐hoc
  case
 
through
 
processes
  processes
  processes
  management
 
processes
 




PROCESS
  PEOPLE
 
cost outcome

ADAPTIVE
  PROCESS
 

©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  12
 
REPETITIVE
 WORK
 FLOW
 PROCESS
 
DESIGN EXAMPLE: LOGISTICS
Key performance indicators control actual versus expected.




Ship Bill
 Customer




Produc;on
 &
 Manufacturing
 
Pack There
 is
 a
 small
 percentage
 (20%)
 
of
 processes
 related
 to
 physical
 
enMMes
 that
 benefit
 from
 
reducing
 the
 amount
 of
 variaMon
 
and
 errors
 in
 handling.
Order




©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  13
 
EMERGENCE
 IN
 COMPLEX
 SYSTEMS
 
ANALYSIS,
 UNDERSTANDING,
 MODEL,
 LEVERAGE,
 CONTROL
 


uncertain
 




uncertain
 
outcome
 




outcome
 
probability
 




probability
 
esMmated
 
unknown
 




uncertainty
  risk
 

The Double-Pendulum unpredictable, chaotic movement ...

©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  14
 
BPM
 VERSUS
 ADAPTIVE
 CASE
 MANAGEMENT
 




Requirements Planning Implement Review

Complex
 requirements
  Process
 interacMons,
  interfaces,
 GUI,
 rules
 
  Complex
 changes
 have
 
gathering. excepMons,
 events.
  and
 content
 coding
  to
 be
 reviewed/tested.
 




USERS CREATE user
 defined
 
PROCESSES
INTERACTIVELY
iteraMon
 
FROM ELEMENTS
IN A TEMPLATE.
User
 create
 templates
  Templates
Actors
 
and
 can
 also
 change
 
the
 process
 on
 the
 fly.
 
©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  15
 
FIVE
 ELEMENTS
 OF
 AN
 ACM
 TEMPLATE
 
ALL
 PROCESSES
 REQUIRE
 ALL
 ELEMENTS
 –
 MOST
 ARE
 CODED
 TODAY
 

Central
 Virtual
 Metadata
 Repository
 

KEY
 COMPONENTS
 OF
 ADAPTIVE
 PROCESSES
 

1.
 Concept
  2.
 Ac;vity
  3.
 Case
  4.
 Boundary
  5.
 User
 
 
Metadata
  Templates
  Content
  Rules
  Interface
 




ApplicaMon
 and
 Resource
 Deployment
 




AUTHORIZATION
 
DEPLOYMENT
 




Project
 and
 Change
 Management
 
 


OrganizaMon,
 AuthorizaMon
 and
 Security
 


©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  16
 
INCLUSIVE
 ADAPTIVE
 PROCESS
 
Real
 world
 processes
 do
 not
 assume
 models
 and
 gather
 staMsMcal
 illusions
 
that
 then
 are
 used
 to
 predict
 customer
 behavior,
 but
 they
 act
 and
 interact
 
with
 the
 customer/ciMzen
 in
 reality
 and
 react
 to
 it
 in
 real-­‐Mme.
 


Business
 Strategy
 
1
  creates
 a
 real
 world
 organizaMon
 
of
 process
 owners
 who
 act.
 
BBusiness
 Strategy
  Involve
 Customer
 
Business
 Architecture
 
2
  A
 library
 of
 enMMes
 to
 model
 the
 
processes
 is
 provided
 to
 actors.
 


Process
 Execu;on
 
3
  Using
 the
 adapMve
 plaqorm
 
processes
 are
 created
 interacMvely.
 
Business
 
Execute
 Process
 
Architecture
 
Involve
 Customer
 
4
  In
 lieu
 of
 staMsMcal
 CRM
 analysis
 
customers
 are
 involved
 directly.
 


©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  17
 
ADAPTIVE
 CASE
 MANAGEMENT
 

Repository
 
Actors
  Metadata
 
content
  Process
  enMMes
 
GUI
  Content
  rules
 
GUI
 
Rules
  Architecture
 




CASES
 
recommend
 




needs
 
process
 
template
 





 
Legal
 servic
docs
 

  e
  verif
train copy
  invoic y
 
e
 


User-­‐Trained
 Agent
  Process
 Owner
 

©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  18
 
THE
 ADAPTIVE
 'SCRUM'
 SUPPORT
 
Daily
 Improvements
 


WEEKLY
 CHANGES
 
People
 assignment
  Daily
 TODO
 lists
 

PREPARATION
 

User
 requirements
 
Architecture
 verificaMon
 
-­‐
 metadata
 
-­‐
 templates
  USER
 
ADAPTIVE
  INTERACTIVE
 
-­‐
 content
  PROJECT
  CHANGES
 
-­‐
 rules
 
-­‐
 GUI
  RELEASE
 
NEW
 
TEMPLATES
 
LEARNING
  SYSTEM
 MONITORING
  ARCHITECT
 
AND
  BACKLOGS
  CUSTOMER
 
TRAINING
  SATISFACTION!
 
IN-­‐PROJECT
 
DOCUMENTATION
  PROCESS
 OWNER
 
ARTEFACTS
  Process
 
ROLES
 
Team
 
PROJECT
 
OVERLAPS
 


TODO
 BURNDOWN
 

ACTORS
  EXECUTIVE
 
DELAYED
 TODOS
  TRANSPARENCY
 


©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  19
 
THE
 ROLE
 OF
 METADATA
 FOR
 PROCESS
 
ALL
 CUSTOMER
 RELATED
 PROCESSES
 USE
 THE
 SAME
 METADATA
 



Claim
  Supplier
  CRM
  Campaign
  Bank
 
 
PaMent
 Mgt
 
Policy
 Mgt
  Mgt
  Sales
 Mgt
  Mgt
  Client
 
Core
 Business
 
 



Account
 
Industry
 Specific
 Processes
 
 
Processes
 




RelaMon
 
  Contract
 
  Product
 
  Sales
  Procure-­‐
  HR
 
Invoicing
 
Mgt
  Mgt
  Mgt
  Mgt
  ment
  Client
  Mgt
 
Common
 Business
 Processes
 

Company
  Partner
  Address
  Calendar
  Project
  Contract
  Client
 




Company
  Partner
  Address
  Calendar
  Project
  Contract
 
Client
 
Base
 Layer
 
Metadata
 




Abstract
 Business
 Classes
 

Domain
 
  AcMvity
 
  Rules
 
  Records
 
 
Persistency
  Security
  Archiving
 
Object
  Object
  Object
  Mgt
 
FoundaMon
 Layer
 and
 UMliMes
 

Virtual
 Metadata
 Repository
 



©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  20
 
DYNAMIC
 STATE-­‐EVENT
 MODELS
 WITH
 RULES
 

Case
 
Rules link to data
item
family
 
Event mechanism

father
  rule
 

•  Any item combination
•  State changes
mother
  quesMon
 
•  Process summary states
•  Includes all documents
child
  rule
  •  Documents from case data
•  Reports from case data
TODO
 

Add items at any
docs
  time


©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  21
 
THE
 ROLE
 OF
 BUSINESS
 CONTENT
 
PROCESS

order
customers claim
external




INBOUND DOCS
offer
partners memo
OUTBOUND DOCS
co
ma
mass contracntr
sales mail s
mailing
t
copy
ing
internal




Se
serv rv
service copy


accounting service comm
invoice

PROCESS
©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  22
 
SMART
 SYSTEMS
 AND
 APPLICATIONS
 
A. Bartels (2009), Forrester Research – ACM is a smart system.


 ACQUISITION
 OF
 REAL-­‐TIME
 DATA
 
Systems
 and
 people
 provide
 more
 just-­‐in-­‐Mme
 informaMon
 that
 does
 not
 
have
 to
 be
 processed
 staMsMcally
 and
 can
 be
 used
 locally
 and
 Mmely.
 

ANALYSIS
 
Real-­‐Mme
 data
 can
 be
 routed
 into
 the
 relevant
 data
 context
 and
 made
 
visible
 to
 decision
 makers.
 Data
 have
 to
 be
 filtered
 to
 avoid
 noise.
 

ALTERNATIVES
 
Using
 causal
 system
 models
 and
 past
 data,
 decision
 makers
 can
 evaluate
 the
 
various
 alternaMves
 and
 use
 various
 means
 of
 weighMng.
 

ACTION
 
The
 system
 model
 enables
 direct
 and
 interacMve
 enactment,
 while
 
monitoring
 the
 impact
 of
 decisions
 in
 real-­‐Mme.
 

AUDITABILITY
 
The
 improved
 and
 faster
 decision-­‐making
 requires
 also
 improved
 
monitoring
 to
 increase
 transparency
 and
 berer
 learning
 from
 the
 past.
 
 

©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  23
 
ADAPTIVE
 PROCESS
 PLATFORM
 
Customers
  Distributed
 Nodes
 with
 Enterprise
 Service
 Bus
 

Repository
 
Metadata,
 Templates,
 Content,
 GUI,
 Rules
 

AdministraMon
 

Partners
 
SECURITY
  Security,
 Monitoring,
 Audi;ng,
 Repor;ng
 


 
Portal
 
 



email
 fax
 lerer
 SMS
 print
 Web
  email
 fax
 lerer
 SMS
 scan
 Web

Sales
 
Outbound
  Inbound
 
 
Content
  Content
 
OperaMons
 
Service
 

CRM
  BPM
  ECM
 
processes
  processes
  processes
 
Archive
 
AccounMng
  Adapters
Archive
 
CRM
 


ECM
 




SOA
  Archive
 


MQ
 
ERP
 




BI
 
Management
 

©
 2010
 Max
 J.
 Pucher
  AdapMve
 Case
 Management
  24
 
THANK
 YOU!

 

maxjpucher@isis-­‐papyrus.com
 
hrp://www.isis-­‐papyrus.com