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Supporting Knowledge Workers With Adaptive Case Management

Description

• Why Empowering Knowledge Workers is the Management Challenge of the 21st Century

• How Case Management Offers Sanity in the Face of IT Consumerization and BYOD

• Where Cloud, Big Data, Mobile and Social Computing Intersect With Case Management

• Case Management Market Landscape, Categorization, and Use Case Patterns

Transcript

Case Management Overview
• Why Empowering Knowledge Workers is the
Management Challenge of the 21st Century
• How Case Management Offers Sanity in the Face of IT
Consumerization and BYOD

• Where Cloud, Big Data, Mobile and Social Computing
Intersect With Case Management
• Case Management Market Landscape, Categorization
and Use Case Patterns

Peter Drucker
1969 coins the term
“Knowledge Worker” in
„The Age of Discontinuity‟
30 Years later authors in
„Management Challenges for
the 21st Century‟ . . .

“The most important, and indeed the truly unique, contribution of management
in the 20th century was the fifty-fold increase in the productivity of the
manual worker in manufacturing.
The most important contribution management needs to make in the 21st century is
similarly to increase the productivity of knowledge work and the knowledge worker.”

The 2nd Major Revolution in IT Architecture
The Relational Era
40 Years of Data-centric
Application Design

1970
Message-oriented middleware (MOM)
Extraction & Transformation
Client/Server Architecture
Transaction Processing
Data Synchronization

1995

2012

2020

Cloud Architecture
Predictive Analytics
Semantic Integration
Mobile, Social, Cloud
Process of Everything

The Big Data Era

Are you ready?

Meet Your Customers
for the Next 20 Years

How will you keep pace and still
innovate in the post-relational,
post-PC, Internet of Everything
digital marketplace?

Current Challenges Faced by
Knowledge Workers

Source: 2011 – 2013 Case Management Survey

Work Patterns of
Knowledge Workers
Percent of the Day Spent in Different Modes
2/3 of a Knowledge
Worker‟s Day is Spent in
Unstructured & Often
Unpredictable Work
Patterns

Roughly 1/3 is Structured,
Predictable, Automated
or Automatable

Source: 2011 – 2013 Case Management Survey

Systems of Record vs.
Systems of Engagement
Systems of
Engagement

Systems of Record
(SORs)
Source: 2011 – 2013 Case Management Survey

Case Management is a System of Record
and a System of Engagement
Documents • Images • Email • Reports • Voice Mail

Business Rules, Policies &
Processes

Case Folder

Systems of Record

Multiple Channels / Systems of Engagement

Case Management is a System of Record
and a System of Engagement
Documents • Images • Email • Reports • Voice Mail

Business Rules, Policies &
Processes

Case Folder

Systems of Record
Shared Object Model for both
Structured and Unstructured Data;
Goal-based Outcomes Using Combination
of Rules/Business Process, Data, Content
and Analytics. Data/Information Governance.

Multiple Channels / Systems of Engagement

Case Management is a System of Record
and a System of Engagement
Documents • Images • Email • Reports • Voice Mail
Enabling Actionable Analytics
Framework for seeing meaningful
information and context, in a cohesive
environment where
action can be taken.

Business Rules, Policies &
Processes

Case Folder

Systems of Record

Multiple Channels / Systems of Engagement

Case Management is a System of Record
and a System of Engagement
Documents • Images • Email • Reports • Voice Mail

Enabling Field-based Activities
Run natively mobile devices, participate
in processes, access systems…from
Business Rules, Policies &
anywhere. CLOUD IS AProcesses
MUST!

Case Folder

Systems of Record

Multiple Channels / Systems of Engagement

Variable,
Unique

Predictable,
Repeatable

High

Low

End User Effort
Low

High

Cost to Modify
High

Low

Control of Process
High

Low
Documents
& Unstructured
Data

Source: Keith Swenson, @SwensonKeith, www.social-biz.org

Email, Texting,
Twitter, Telephone

Application Dev
Databases &
Structured
Data

Development Investment

Notes

Variable,
Unique

Predictable,
Repeatable

Databases &
Structured
Data

Documents
& Unstructured
Data

Source: Keith Swenson, @SwensonKeith, www.social-biz.org

Email, Texting,
Twitter, Telephone

Application Dev

Process
Technology

Notes

Variable,
Unique

Predictable,
Repeatable

Source: Keith Swenson, @SwensonKeith, www.social-biz.org

Email, Texting,
Twitter, Telephone

Documents
& Unstructured
Data

Social Biz

Adaptive CM

Production CM

Human PM

PDS Integration

Application Dev

Databases &
Structured
Data

Notes

Email, Texting, Twitter,
Telephone

Little or
No Defined
Process

SBS

Source: Keith Swenson, @SwensonKeith, www.social-biz.org

Adaptive CM
ACM

Production CM
PCM

Human PM

PDS Integration

Application Dev

Scripted and
Enforced
Process

Documents • Images • Reports & Analytics • Email / Voice Mail

Enabling Field-based Activities
Run natively mobile devices, participate in
processes, access systems…from anywhere.

Business Rules,
Policies & Processes

Case Folder

Record of Context
(complete audit trail)

Multiple Channels of Interaction

Shared Object Model for both Structured and
Unstructured Data; Goal-based Outcomes Using
Combination of Rules/Business Process, Data,
Content and Analytics..

Enabling Actionable Analytics
Framework for seeing meaningful information and
context, in a cohesive environment where action
can be taken.

BPM Focuses on Enabling Compliance and
Scalability by Predefining Workflows
BPM Processes Are Deterministic, Where
All Possible Paths Are
Pre-Determined or Known in Advance, No
Matter How Complex
the Pathways May Be.
The Direction of the Process is Determined
by the Pre-Defined
Path and Current State; State is
Determined by the Preceding
Activity, in Other Words,
Where it is in the Process.

How Case Management (bottom)
Differs From Structured Workflows (top)
Defined Start
Point

Customer
Reports
Problem

In Between the Process Follows a Predefined Path or Otherwise Fails

A Case is
Opened

Issue is
Investigated

Solution Applied, Alternatives
Unsuccessfully Researched &
Applied

Case Management Follows a Lifecycle vs. Sequential Process Thread

Defined End
Points

Issue
Resolved &
Recorded

How Case Management (bottom)
Differs From Structured Workflows (top)
State

State
Activity

Activity

Control

Rather Than a Path Determined by
Predefined Workflow, the Case Flow Evolves
Based on Content Added to the Case Folder

State
Activity

Control

Activity

Control

Process Snippets Can be
Launched to Speed Processing

How Case Management (bottom)
Differs From Structured Workflows (top)
Defined Start
Point

Customer
Reports
Problem

In Between the Process Follows a Predefined Path or Otherwise Fails

A Case is
Opened

Issue is
Investigated

Solution Applied, Alternatives
Unsuccessfully Researched &
Applied

Defined End
Points

Issue
Resolved &
Recorded

Cases Evolve Over Time in Often in Unpredictable Directions, Requiring the Ability to Jump Forward, Jump Back, Re-do
or Otherwise Perform Work in a Sequence That Can‟t be Determined in Advance.
The State of the Case is determined by the Content Within the Case, Not Where the Case is at Any Time.

Adaptable, Not Ad-Hoc

Business Rules, Business Analytics, Context-Sensitive „Help‟ and Knowledge
Management Functions Help Guide Knowledge Workers to Make Decisions
About Cases as They Evolved.
The Case Management System Adapts to the Context of the Case, Guiding
the Outcome Based on the Combination of Rules/Policies, Data, and
Application of Knowledge Worker Know-How.

Gartner – “Segmenting the Emerging Case
Management Market”

Source: June 12, 2012, “The Case for Case Management Solutions” Gartner report

Gartner – “Segmenting the Emerging Case
But assumes Case Management is
Management Market”something you buy.
something you do, not

Source: June 12, 2012, “The Case for Case Management Solutions” Gartner report

Case Management

Traditional BPM

Object Model

Shared object model in repository
storing both structured and
unstructured data.

Data structures based on process definition
(process instance data) and kept separate
from “payload” or work performed.

Bindings

Dynamic binding of control artifacts
(process snippets rules, forms)
reflecting case context.

Bindings typically static (“early binding”) for
control/process artifacts; invoked services
kept separate from process definitions.

Adaptability

Rules and analytics provide guidance
for adapting to events and next steps.

Processes follow predefined paths, including
predefined alternatives.

Security

Role-based security applied to both
case folder and contents.

Security bound to roles defined by process
swimlanes and the activities they contain.

Analytics

Advanced analytics enable
identification and reuse of patterns
and exceptions, based on content of
case folder as well as activity of case
workers.

Analytics specific to process instance data
and workloads rather than content captured
in course of performing work.

Integration

Connectors are provided to integrate
external data into the virtual case
folder and case record.

Data can be manipulated (extracted and
transformed or “CRUD” operations) if data
structures are defined in the process or as
part of external services.

Case Management Deployment Architectures
LESS

GREATER

Cost, Complexity, Time-to-Deployment
Web-based
Open Architecture

Java EE Platform Environment

Existing Microsoft
Enterprise Environment

SINGLE VENDOR PRODUCT SUITE
UI provided through
Microsoft environments
Native Mobile
Client

Web
Client

BPMS Suite

Firewall
Lync

BPMS Suite

WCF

SPS

MEX

or

Admin
Server
Admin
Console
Enterprise
Manager

Microsoft IIS Server
Apache
HTTP Server

Web Host / WebGate
Oracle HTTP Server

Microsoft
IIS Server

Microsoft SharePoint Server
Microsoft Dynamics CRM

SOA Mgt
Pack

Oracle SOA Host
WLS OSB
SOA Suite

BAM Host

Oracle
Service
Bus

SOA/BPM
Worklist/
Workspaces
B2B UMS

WLS BAM
Web App

Oracle SES
Secure
Enterprise
Search

Bus. Rules

UMS

Composer

WebLogic Server on Oracle Linux
I

WebLogic
Server
Oracle Linux

Active Directory Server
J2EE App Server

Windows Server

SQL Server
MySQL, Oracle,
DB2, or
SQL Server

Case Data

MICROSOFT INFRASTRUCTURE
Predictive
Analytics

Enterprise
Repository

Services
Registry

WebCenter
Database

Oracle 11g Database

Security
Database

Forrester Wave:
Dynamic Case Management Leaders

Forrester Wave:
Dynamic Case Management Leaders
Significant vendor
acquisitions since the
“Wave” was first published:

Forrester – “Three case management
categories will emerge by 2013”
Service Requests

Investigations

Incidents
Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report

Work Patterns Applicable to
Dynamic Case Management

Source: 2011 – 2013 Case Management Survey

Incident Management
Supporting processes where work that should be handled uniquely from other work;
where the case must dynamically adjust during its execution; yet where there is risk
associated with mishandling information, or otherwise deviating from defined policy
and procedure.
Requires Multi-channel interaction, collaboration, tracking and reporting; typically
event-driven rather than discovery-oriented; may also be PCM.
An Issue is
Reported

A Case is
Opened

Issue is
Investigated

Solution Applied, Alternatives
Unsuccessfully Researched &
Applied

Issue
Resolved &
Recorded

Top Priorities Realizable Through
Dynamic Case Management

Source: 2011 – 2013 Case Management Survey

Service Requests in Case Management
Case supporting the delivery of services or benefits for in an internal or external
customer, from request to potential adjudication of third party payment.
New Employee or Customer On-Boarding, Help Desk, Benefits Administration;
integration to back office systems and SORs is key.

New Service
Event

A Case is
Opened

Customer
Information
is Added

Interaction With
Customer or
Stakeholder

Success
Criteria
is Met

Customer
Record
Updated

Investigative Case Management
Goal-driven cases focus on gather evidentiary data and information for the purpose of
reaching a defined conclusion to a known event (conviction, etc.) or the discovery process
for identifying possible event/violation.
Mobile access, task delegation and synchronization, data integration,
very data-driven; Fraud, Waste, and Abuse; Claims Investigation; requires
combination/balance of rules and autonomy (not PCM).
An Event Occurs
Which Launches
an Investigation

A Case is
Opened

Investigation
Targets
Identified

Investigations
Performed

Information is
Collected and
Analyzed

Investigation
Concluded and
Recorded

Knowledge-Driven:
Applying Analytics DCM
Business Rules,
Policies and Processes
Are Run Against Case
Data

Analytics Are Run Against
Case Data
An Event Occurs
Which Launches an
Investigation
A Case File
is Opened

Information is
captured and
added to case

“Prescriptive Analytics”

Additional Investigation
Steps are Identified
and More Content
Added to the Case

Prepare Document

Analytics Help
Define How
the Case is
Processed

The Case is
Completed When
Criteria is Met

Process Evidence

A Library of Process Fragments Can Be
Called on to Automate Mundane Tasks or
Regulated Processes

Case Management Offers a Platform for
Realizing Value From „Big Data‟
From Transactional Data (Control) to Data-Driven (Visibility)
Adaptable Processes Driven by Analytics, Context,
and External Events
Bridging Systems of Records and Systems of
Engagement for End-to-End Process
Providing Transparency of Business Operations
Delivering the Ability to Measure Performance &
Progress in Holistically, Across the Entire Process
Shift From Efficiency to Effectiveness
Metrics are Revenue vs Cost-Driven,
Response Time and Customer Experience

Case Management Model and Notation
(CMMN)
• OMG define Modeling Standard for
Case Modeling
• Defines Metamodel of the Case and its
Associated Classes

• A Case Consists of:
– Case Plan Model
– Case File Model, and
– Set of Case Roles

• In January 2013 OMG published the first beta version;
XSDs and XMI models available now online

http://www.omg.org/spec/CMMN/

More Info on CMMN at:
http://www.omg.org/spec/CMMN/
Contact Nathaniel Palmer at:
nathaniel@bpm.com