Oracle Mobile Suite and Oracle Adaptive Case Management

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1 Oracle Mobile Suite & Oracle Adaptive Case Management A Strong Combination to Empower People Andrejus Baranovskis CEO & Architect Oracle ACE Director Red Samurai Consulting Danilo Schmiedel Solution Architect Oracle ACE Director OPITZ CONSULTING Deutschland GmbH [CON3745] Oracle Open World 2014 Seite 1

2 About Red Samurai Consulting ADF, SOA, BPM, WebCenter and UCM Small Team of Experts, Focused on Technical Quality Results Customers Global Corporations, Medium and Small Business Oracle Technical Blog 8 Years (~700 posts) Oracle Fusion Middleware Innovation Award 2010 SOA Partner Community Award for Outstanding Contribution Across the World Enterprise 2.0 Blazer: Enterprise 2.0 Leader Award Seite 2

3 About OPITZ CONSULTING Founded in 1990, located in Germany and Poland Business IT Alignment, BPM, SOA and system integration, Application development, IT Infrastructure Management Oracle Platinum Partner Two Oracle ACE Directors Recognized as one of the leading Oracle Fusion Middleware Partners Specialized in SOA, BPM, ADF & Application Grid, Exadata, Business Intelligence Foundation, Oracle Database, Oracle Enterprise Linux, Real Application Cluster, Oracle VM, Data Warehousing, DB11g Performance Tuning 2014 ORACLE BPM Partner Community Award 2010 Oracle Fusion Middleware Award EMEA SOA Community Award Seite 3

4 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Seite 4

5 Natural Hazard Storm Loss Lightning Damage Damage to Persons Fire Damage Material Damage Explosion Loss Financial Loss Breakage of Glass Accidental Damage Housebreaking Damage by Water Seite 5

6 The View of the Customer Damage by Hail! What should I do now? Car is damaged Call insurance Roof of the house is damaged I need help! Seite 6

7 The View of the Handler Seite 7

8 Challenges in s Management Many different claim types with specifics in regulation Missing user guidance Hidden knowledge from experienced workers Many different systems and independent solutions Telephone, , Correspondence Integration of different partners Task Management Many requests through different channels in case of a natural disaster (in parallel) Limited tracability and lack of reporting Seite 8

9 What the Customer wants Rental Car Straightforward Support Repair Shop Suggestions Direct Contact Craftsman Recommendation Seite 9

10 What is needed? More flexibility Suggestions what is the next best step? Situation-Driven work Doing by Design Design by Doing! Tight system integration Faster enablement of new colleagues Seite 10

11 Expected benefits by the company Trace claim management across system bounderies Improvement of the data quality Statistical analysis in order to develop new business models Improvement of decisions Identification of potential work step automations Integration of new systems Faster enablement for new employees Seite 11

12 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Seite 12

13 Main steps in Management Initialization Assessment Handling Regulation Get customer details Select relevant contract Request missing documents Further inquiry to third-party insurance Create claim acceptance document Identify responsibilities Request estimate of costs Create booking entry for claim payment Enter base information Accept Reject Commission an appraiser Perform payment Request missing documents Request missing documents Notify client Seite 13

14 Is everything modeled now? Each phase of claim regulation requires activities: Activities may be executed more than once Some activities are mandatory, some are optional There are manual and automated activities Activities from different phases can relate to each other Going back to preciding activities or phases is possible During runtime there may be need for ad hoc activities, e.g. when a colleague has to be involved Level of detail 1 Activities are executed by diferent roles: A security concept controls, if an activity can be executed. For better scaling, work has to be distributed, especially for mass claims. Level of detail 2 Seite 14

15 s Management is context-based with many exceptions Initialization Assessment Handling Regulation Exception for Customer X Exception for claim below X $ Exception for physical injury Exception for fraud suspicion Exception for financial damage Exception for natural disaster Exception for long term customers with no claim history Gartner Seite 15

16 More Exceptions Initialization Assessment Handling Regulation Related contract not found Information is missing, (not filled out) Pictures of very bad quality, request new ones Assessor not available letter returned due to unknown sender Estimate of costs not reproducable Responsiblities not automatically assignable Requested docs incomplete Expert s report fragmentary Gartner Seite 16

17 Different Exceptions Initialization Assessment Handling Regulation Gartner Seite 17

18 More exceptions than default paths Initialization Assessment Handling Regulation Gartner Seite 18

19 Is the exception the rule? Initialization Assessment Handling Regulation Gartner Seite 19

20 Gartner Seite 20

21 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Seite 21

22 Case Design Case Management covers complex and unstructured knowledge-intensive scenarios Key Aspects of a case Milestones (Checkpoints in the progress) Outcomes Case Activities (Represent specific work) Execution semantics (manual, automatic, required, repeatable, ) Case Rules Data & Documents User Events (e.g. Document received) Stakeholders Permissions Seite 22

23 Case Design (2) Evaluation Milestones mark progression of a case Handling s Regulation Case Participants (Stakeholders) CSR Assistant Collect claimant data Notify Client Activities can be repeatable Notify Client Activities system guided or human controlled Clerk Perform formal checks Request estimate of costs Further inquiry third-party insurance Create claim acceptance document Perform payment Activity availability controlled by permissions and rules Comission a appraiser Request missing documents Create booking entry for claim payment Partial settlement of a claim Supervisor Accept claim Reject claim Activity can be a structured process or a task Approve Reject Seite 23

24 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Seite 24

25 Case Management UI Example (expanded) Seite 25

26 Case UI Navigation and Search Seite 26

27 Case UI - Documents Seite 27

28 Case UI Data Details about the claim and it s related entities Seite 28

29 Case UI Milestones & History Where I am? Seite 29

30 Case UI Activities What can I do next? Seite 30

31 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Seite 31

32 Why we didn t choose a process (here)? Differences and Limitations Only one activity avaliable The current activity is not needed but the task is already in the worklist => can be avoided with XOR- Gateway + additional Make your choice activity User cannot select additional activities (e.g. Send Notification ) The process drives the user! Seite 32

33 Why we didn t choose a process (here)? Differences and Limitations (2) No activity available Process instance has to wait for the requested documents User cannot select additional activities during that time (e.g. Send Notification ) Seite 33

34 Why we didn t choose a process (here)? Differences and Limitations (3) More modeling and implementation effort necessary to implement processes with Activities, which are always available Activities with certain preconditions GoTo s and Returns Milestones Ad-Hoc tasks not supported in BPMN during runtime No change of the control flow without redeployment Seite 34

35 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Seite 35

36 Case Management Solution Components Knowledge Area Central entity Related entity (1) Audittrail / Analytics Suggest Next Step Navigation Related Docs Related entity (2) Related entity (3) Quick Overview History DMS Task Engine Case / Process Engine Service Bus Seite 36

37 Case Management in Oracle BPM Seite 37

38 Demo Seite 38

39 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Seite 39

40 Multi Channel Support Case Engine Seite 40

41 Accidental Integration Architecture getavailableactivities Anti-Pattern: Duplicated Code! getmilestones startactivity Case Engine Seite 41

42 Oracle Mobile Suite Integration Use Oracle Service Bus to Publish Simplified Web Services Offline Mode with SQLite DB Keep Mobile UI Lightweight Implement On Device Data Caching Seite 42

43 Oracle Mobile Suite Integration MAF S E R V I C E ACS ADF Faces B U S Seite 43

44 Service Bus Case Engine Multi Channel Support via Service Bus Seite 44

45 Demo Seite 45

46 Local ESB Service Gateway Enterprise Service Bus (ESB) Unified (Mobile) Architecture G. Schmutz & T. Winterberg Cloud to Device Messaging (C2DM) Mobile Apps RDMBS DB HTTP/JSON Application Server SOAP REST BPM und SOA Platform Web Apps DB LDAP / Enterprise IDM Enterprise Applications SOAP JMS REST EJB Business Logic RDMBS NoSQL Seite 46

47 Oracle GoldenGate Oracle Service API Gateway (OAG) Oracle Service Bus (OSB) Enterprise Service Bus (ESB) Local ESB Oracle Data Integrator (ODI) Unified (Mobile) Architecture G. Schmutz & T. Winterberg Web Sockets Cloud to Device Messaging (C2DM) Oracle Database Mobile Server Oracle Database Mobile Apps Mobile Server RDMBS Oracle ADF DB Mobile HTTP/JSON Application Server Oracle WebLogic Server SOAP REST Oracle BPM und BPM SOA Suite Platform Oracle SOA Suite Web Apps Oracle ADF DB LDAP / Enterprise IDM Oracle IDM Enterprise Applications Oracle ADF SOAP JMS REST EJB Business Logic Oracle WebLogic Server Oracle NoSQL DB RDMBS Oracle RDBMS NoSQL Seite 47

48 Oracle GoldenGate Oracle Service API Gateway (OAG) Oracle Service Bus (OSB) Enterprise Service Bus (ESB) Local ESB Oracle Data Integrator (ODI) Unified (Mobile) Architecture G. Schmutz & T. Winterberg Oracle Database Mobile Apps Mobile Server Oracle ADF DB Mobile Web Sockets Cloud to Device Messaging (C2DM) Oracle Database Mobile Server RDMBS HTTP/JSON Application Server Oracle WebLogic Server SOAP REST External Cloud Service Providers Oracle BPM und BPM SOA Suite Platform Oracle SOA Suite Web Apps Oracle ADF Internet of Java Embedded Things CE P DB OEP Embedded NoSQL / Big Data LDAP / Enterprise IDM Oracle Event Processing (OEP) Complex Event Processing (CEP) / Fast Data Oracle NoSQL Database Oracle IDM Oracle (Big) BigData Data Appliance Analytics (BDA) Enterprise Applications Oracle ADF SOAP JMS REST EJB Business Logic Oracle WebLogic Server RDMBS Oracle RDBMS Oracle NoSQL DB NoSQL Oracle Business Intelligence Analytical Applications Foundation Suite Data Integration Data Warehouse Oracle Business Activity Monitoring (BAM) Seite 48

49 Conclusion Processes must support Non-Routine work. Not only pure automization, but coexistence of humans and machines. Need to adress the variance problem. Uncover the dark processes. Not only single best practices in processes, allow the unpredictable: Build for Change. Change from sequential flows to event-driven interaction. Empower the People! Seite 49

50 Download: Seite 50

51 Questions? Seite 51

52 Contact Andrejus Baranovskis CEO & Archtitect Oracle ACE Director Red Samurai Consulting Phone: Mail: Blog: Danilo Schmiedel Solution Architect OPITZ CONSULTING Deutschland GmbH Kirchstr. 6, Gummersbach, Germany Phone: Mail: Blog: Seite 52

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