Setup and Maintenance Factors of Adap3ve Case Management Systems

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1 Setup and Maintenance Factors of Adap3ve Case Management Systems Thanh Tran Thi Kim 1 Max Pucher 1 Jan Mendling 2 Christoph Ruhsam 1 1. ISIS Papyrus Europe AG {thanh.tran,max.pucher,christoph.ruhsam}@isis- papyrus.com 2. WirtschaMsuniversität Wien, Ins3tute for Informa3on Business jan.mendling@wu.ac.at 1

2 Content Mo3va3on Approach: Adap3ve Case Management ACM concepts ACM setup and maintenance factors Contribu3on performer process crea3on Discussion 2

3 BPM - prescrip3ve ACM goal oriented

4 Mo3va3on The effort of analyzing a process and all poten3al variants for unstructured processes and knowledge work. Monitoring and improving the implemented processes BPM focus is automa3on high- volume, low- value processes ACM is focused on low- volume, but high value work Our approach is organized around defining goals and rules. 4

5 SPECTRUM OF WORK PROCESSES repe33ve exploita3on emergent innova3on ERP BPM ADAPTIVE social media AUTOMATION PROCESS KNOWLEDGE PEOPLE cost - reliability innova3on - outcome low value, high volume high value, low volume 2011 Max J. Pucher 5

6 SPECTRUM OF WORK PROCESSES repe33ve exploita3on emergent innova3on ERP CRM ACM enable consolida3on and learning social media AUTOMATION PROCESS KNOWLEDGE PEOPLE cost - reliability innova3on - outcome low value, high volume high value, low volume 2011 Max J. Pucher 6

7 Approach: ACM Preliminary setup creates backend data and content interfaces, user authoriza3ons, and sample library. Allows users to add and modify work tasks at run3me to handle unpredictable events while working towards goals. Allow BPM- like flow- diagrams, where required for specific mandatory process fragments or for orchestra3on. Enable performers to set new process goals, add tasks, add rules, add performers and save result as new template. 7

8 Process versus Evolu3on Business Architects Governance IT Opera3ons ACM Setup Library EMPOWERMENT Process Analysts Developers Performers Skills Experience Process Owners 2011 Max J. Pucher 8

9 ACM Concepts and Structure Contract Proposal Content Contract Policy Authorization Goals Tasks Rules Library Cases Customer Database Entities 9 User Interaction

10 ACM Ontology Source: Papyrus Inbound/Outbound Concept Max J. Pucher 10

11 ACM: Goal- Oriented Cases case goals customer buys service rating customer outcomes web interaction partner contact call center customer in shop op3onal alterna3ves ac3vity & people skill embedded rules 2012 Max J. Pucher Customer Experience 11

12 WORK FLOW VERSUS ADAPTIVE PROCESS improvement cycle Requirements Planning Implement Review Complex requirements gathering. Process flowcharts, excep3ons, events interfaces, GUI, rules and content coding Complex changes have to be reviewed/tested. USERS CREATE ACTIVITIES INTERACTIVELY FROM ELEMENTS IN A TEMPLATE. Actors user defined innova3on User create templates and can also change the process on the fly. Templates 12

13 ADAPTIVE PROCESS INNOVATION PROJECT MANAGEMENT, VERSIONING, DEPLOYMENT, ENACTMENT, INNOVATION Actors content goals REPOSITORY METADATA ACTIVITIES CONTENT RULES GUI en33es rules Architecture recommend docs Legal copy CASES service invoice process template needs train verify User- Trained Agent Process Owner 2010 Max J. Pucher ACM and Innova3on 13

14 STUDY: CONTRACTS NEGOTIATION print & send policy to customer receive applica3on CONTENT STATE create policy, update app, archive copy docs service Legal copy policy review & approve risk handle financials sign off & customer signature 2012 Max J. Pucher Adap3ve Process 14

15 ACM Setup and Maintenance Goals driven by Maintenance Business GUI create Ad-hoc Elements UTA learn Domain Templates create extend reuse Knowledge Worker ACM Administrator ACM Consultant create Data Objects Domain Setup Admin GUI Repository ACMbase system 15 Installation

16 Scenario Service Contract Management (SCM) Contract Manager Contract Proposal Customer Database Receive a Service Request Compose a Contract Define Services Contract Acquisition Negotiate with Customers Approve a Contract Authorization Execute Services Service Contract Execution Contract Customer Audit a Contact Renew a Contract Consultant Policy Report a Contract Contract Maintenance Support team 16

17 Discussion Ques3on 1: The authors demonstrate setup and maintenance factors using ACM. What are the experienced benefits and differences? Ques3on 2: Differences to various ACM solu3ons and classical BPM implementa3ons? 17

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