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You are the process! From normative to adaptive Processes

Description

http://www.opitz-consulting.com/go/3-3-902

Effizienzsteigerung durch Prozessautomatisierung: Geprägt und eindrucksvoll in der industriellen Fertigung schon durch Henry Ford umgesetzt. Goldrichtig für den „Production Worker“. Heute aber schreien die Menschen vor ihren Bildschirmen auf, wenn sie durch zu starre Prozesskorsette in immer gleiche Aufgabenlisten und Maskenflüsse gezwungen werden, die innovatives und situationsadäquates Handeln erschweren. Adaptive Case Management (ACM) hilft, wenn Ihre Prozesse zu variantenreich für rigides BPM sind.

Unser BPM-Experte Torsten Winterberg stellte das ACM-Konzept bei der Fachmesse Moderner Staat am 03.12.2013 in Berlin vor.

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Transcript

Adaptive Case Management (ACM)
You are the process –
Dynamic BPM with Adaptive Case Management

Torsten Winterberg
OPITZ CONSULTING Deutschland GmbH
Moderner Staat, Dezember 2013
Adaptive Case Management

Seite 1

Adaptive Case Management

Seite 2

1

Adaptive Case Management Introduction

Adaptive Case Management

Seite 4

IT support for knowledge workers is
a challenge …

Rigid Workflow
CRM/
ERP

Product
system

Paper

E-mail

Word/
Excel

Data-driven system
Document system

Adaptive Case Management

Seite 5

… Task Management is a starting point to
address this challenge
Task Management
Tasklist

Task Templates

Task Runtime
Framework

Task Application Design

Content

Events

Rules

Collaboration

© by Hajo Normann, Accenture
Adaptive Case Management

6

Seite 6

In-box driven service architecture?!

Adaptive Case Management

Seite 7

Service Konsumenten

In-box as central architecture component of the
enterprise reference-architecture (I) – Conceptual view
User
Interaction
Channels

Browsers

Client UI

IVR

Applications

Partners

Events

System
Consumers

Composite
Applications

Web Apps

Portal

Workflow
In-box

Mashup

Process Integration

Custom Business Logic

Data
Services

Logical Data
Model

Connectivity
Services

System
Access

Data
Synchronization

Data
Aggregation

Messaging

Adapters

Data
Access

Data
Access

Partner Integration

Service
Providers

Service Oriented Infrastructure (DB, Grid, Virtualization, Caching)

Service Enabled Assets

Non-Service Enabled Assets

Legacy

Adaptive
DB
Packaged Case Management
BEA Confidential | 8

Partner
s

Content

Collaboratio
n

Seite 8
Search

Governance

Atomic Business
Services

Management

Business Activity
Services

Service Mediation & Messaging

System & Human Centric
Processes

Event Processing

Business Process
Rationalization

Enterprise Security / Identity

Shared Business Processes

Fat Clients

Business Rules

Business Process
Services

Enterprise Business Intel.

Shared Portlets

Consistent User Interaction

Business
Processes

In-box Services

Presentation
Services

Integrationsplattform

PDA

Cell

BPM technology. The solution?

Adaptive Case Management

Seite 9

BPM technology. The solution?

The key lesson: Pre-defined workflow is great,
but you need to apply it where appropriate…
Don’t bring us back to Taylor-times…

Adaptive Case Management

Seite 10

The fear …
So I won’t have a complete
30-step, 10 angles
covered, EPC/BPMN
compliant process model
to control, uhm, guide
employees?!

Adaptive Case Management

Seite 11

Flowcharting based BPM represents rigid
processes

Adaptive Case Management

Seite 12

Enter Case Management
Goal-oriented – like a navigation system

Journey to
„Neapel“
Status:
arrived

Adaptive Case Management

Seite 13

No difference between straight-through and
manual processing

http://www.beinformed.com
Adaptive Case Management

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What is a case?
 The coordination of multiple tasks, planned or unplanned,
for a specific purpose.
 Almost anything can be treated as a case.









An insurance claim
A patient
An event (such as a conference)
An identity theft investigation
A project
An asset (such as a building)
A customer request
A customer

 Is „case“ the right term?
http://www.bpmnforum.net/blog27/adaptive-processes/new-book-taming-the-unpredictable-2/
Adaptive Case Management

Seite 15

What kind of engagement do we expect?

Adaptive Case Management

Seite 16

Classical BPM and ACM:
Different approaches for Task Management
Tasks are tied to Processes

Participants can refine case tasks as they proceed

ACM uses a task-oriented approach to define the structure of a case
Cases and in-baskets reflect the tasks that need to
be completed, regardless of where they came from
New tasks can be added to cases on the fly
Tasks can vary in complexity
© by Hajo Normann, Accenture
Adaptive Case Management

1

Seite 17

BPM and ACM

http://www.masteringtheunpredictable.com
Adaptive Case Management

Seite 18

BPM und ACM:
There‘s no „versus“. You need them both!
BPM

Rigid BPM
with BPMN

Adaptive BPM
with ACM

rBPM

aBPM

Adaptive Case Management

Seite 19

Case Management UI (Example)

Adaptive Case Management

Seite 20

Ermerging Paths
University Campus Stuttgart

http://www.nature.com/nature/journal/v388/n6637/fig_tab/388047a0_F1.html
Adaptive Case Management

Seite 21

Download: www.thecattlecrew.com
Adaptive Case Management

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2

Case Study

Adaptive Case Management

Seite 23

Insurance Company Information System (ICIS)

Adaptive Case Management

Seite 24

Case Management UI (prototype)

Adaptive Case Management

Seite 25

Smart Change: Our approach to introduce ACM

Step 1

Step 2

Application to
Process

Collaboration &
Integration

Step 4
Replacement

Adaptive Case Management

Step 3
Optimization &
Innovation

Seite 26

3

Conclusion

Adaptive Case Management

Seite 27

Conclusion
 Adaptive Case Management: The Goal is important
 Increase of efficiency
 NOT via automation of routine work. That’s already in SAP.
 But by giving knowledge workers a perfect work environment. Enable them to:
 Make better decisions (more informed)
 Living Knowledge base to embrace the learning organization

 Not ACM instead of BPM
 ACM is a new tool in the architect’s toolbox.
 Discovery of process paths: Process Mining

 Deliver more BPM value to the business
 By applying ACM where appropriate
 When processes are too complex to model or have too many variants

 Don’t imprison the knowledge worker in rigid processes
 Suggesting instead of Mandating
 Watch out, if people aren’t allowed to make decisions on their own.
Adaptive Case Management

Seite 28

Discussion, Questions & Answers

www.thecattlecrew.com
Adaptive Case Management

Seite 29

Contact
Torsten Winterberg
Business Development & Innovation
OPITZ CONSULTING Deutschland GmbH
Kirchstr. 6, 51647 Gummersbach, Germany
Phone:
+49 173 54 79 302
Mail:
torsten.winterberg@opitz-consulting.com
Twitter:
@t_winterberg
Blog:
http://torstenwinterberg.blogspot.de/
Blog:
http://www.thecattlecrew.com

Adaptive Case Management

© OPITZ CONSULTING GmbH 2013

Seite 30

Why have we chosen Case Management?
 Case Management is centered around living information and
relationships (traditional business processes are centered
around a priori defined activity sequences)
 Many different insurance types = many process variances
 Discovery of process paths to extract patterns and to
improve the customer satisfaction
 No rigid process boundaries
 Suggesting instead of mandating – Participants choose
actions to meet goals

 Many different types of users: production worker AND
knowledge worker
Adaptive Case Management

Seite 31

Smart Change: Our approach to introduce ACM

Step 1

Step 2

Application to
Process

Collaboration &
Integration

Step 4
Replacement

Adaptive Case Management

Step 3
Optimization &
Innovation

Seite 32

Smart Change: Step 1 – Application to Process
•

The knowledge worker still uses the
existing systems

•

Event-Driven: ACM solution
catches events from ICIS and
other systems

•

•

Guided Navigation: ACM
solution visualizes the
process flows and guides
the user to reach a
satisfactory outcome
Predictive Working:
Provide suggestions in order
to find the „best“ decision

Adaptive Case Management

Step 1

Step 2

Application to
Process

Collaboration &
Integration

Step 4
Replacement

Step 3
Optimization &
Innovation

Seite 33

Smart Change: Step 2
Collaboration and Integration
• Implement new functions, which are not
available today

Step 1

Step 2

Application to
Process

Collaboration &
Integration

<
Step 4
Replacement

Step 3
Optimization &
Innovation

Adaptive Case Management

• Automation: Automate manual
working steps
• Content Collaboration:
Integrate new systems
and partners
• Integrate new channels

Seite 34

Smart Change: Step 3
Optimization & Innovation

Step 1

Step 2

Application to
Process

Collaboration &
Integration

Step 4

Step 3

Replacement

Optimization &
Innovation

• Adaptivity:
establish an intelligent BPM
solution with new services
• Improve and enhance
decision the management
• React on impulse factors

Adaptive Case Management

Seite 35

Smart Change: Step 4 – Replacement

Step 1
Application to
Process

Adaptive Case Management

Collaboration &
Integration

Step 4
• Extract claims management
from existing applications and
switch to ACM solution

Step 2

Step 3

Replacement

Optimization &
Innovation

Seite 36

Case Management UI (Wireframe)

Adaptive Case Management

Seite 37