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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.

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.

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 …

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.

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

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

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

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

maxjpucher@isis-‐papyrus.com

hrp://www.isis-‐papyrus.com

Process.gov – Elements of Adaptive Case Management

Description

Transcript

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