About OPITZ CONSULTING
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2 ADF Spotlight ACM Implementation Best Practices Andrejus Baranovskis CEO & Architect Oracle ACE Director Red Samurai Consulting Danilo Schmiedel Solution Architect Oracle ACE Director OPITZ CONSULTING Deutschland GmbH OPITZ CONSULTING GmbH 2015 Slide 2
3 About OPITZ CONSULTING Oracle Platinum Partner, founded in 1990, located in Germany and Poland Business IT Alignment, BPM, SOA and system integration, Application development, IT Infrastructure Management 2 Oracle ACE Directors and 2 Oracle ACEs 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 : Oracle BPM Partner Community Award 2010: Oracle Fusion Middleware Award : Oracle EMEA SOA Community Award OPITZ CONSULTING GmbH 2015 Slide 3
4 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 OPITZ CONSULTING GmbH 2015 Slide 4
5 Health Insurance with Oracle ACM Project Example (1) COMPANY OVERVIEW Specialists in Health Insurance since 1992, member of Munich Health CHALLENGES/OPPORTUNITIES BPM processes are not flexible enough Modern Health Insurance requires agile integration ACM is a great candidate to close the gap SOLUTION Invoice Processing, Enrolment Process, Claim Handling Integration with Oracle Mobile Suite Dynamic ADF UI with ACM Rule Engine ACM Rules Development with Process Composer Oracle BPM Workspace Usage RESULTS Guided Navigation: reduced training of unskilled employees Event-driven: easily adaptable system and flexible claim management possibilities Predictive Working: Provided suggestions in order to find the best decision Increased customer satisfaction due to higher process transparency and shorter processing times OPITZ CONSULTING GmbH 2015 Slide 5
6 Claim Management with Oracle ACM Project Example (2) COMPANY OVERVIEW Global insurance software solutions provider Used by over 60 insurance companies representing more than 100,000 daily users across 40 countries CHALLENGES/OPPORTUNITIES Trade-off between rigid und flexible processes Reduction of process costs and higher information quality Transparency as to where a claim is now and what is the next step Efficient Case Handling with One Click Access to any needed function SOLUTION Design & implementation of an ACM approach Oracle BPM Suite 12c; Human Tasks; Oracle ADF; Oracle Database Using ACM & BPM to handle claim activities Rule based decisions and execution RESULTS Build to change: Define and change which activities are available in the different phases of a claim case Business user empowerment both at design time and runtime Easy upgrade through controlled customizations and extensions Process automation Management visibility: Business decisions based on measurable facts OPITZ CONSULTING GmbH 2015 Slide 6
7 Claim Management (simplified & structured) OPITZ CONSULTING GmbH 2015 Slide 7
8 Reality Check Daily challenges knowledge workers face Empowering knowledge Workers, Palmer, Swenson, Carlsen OPITZ CONSULTING GmbH 2015 Slide 8
9 Work patterns of knowledge workers Percent of the day spent in different modes Empowering knowledge Workers, Palmer, Swenson, Carlsen OPITZ CONSULTING GmbH 2015 Slide 9
10 Claims Management is context-based with many exceptions Claim Initialization Claim Assessment Claim Handling Claim Regulation Exception for Customer X Exception for physical injury Exception for financial damage Exception for claim below X $ Exception for natural disaster Exception for fraud suspicion Exception for long term customers with no claim history Gartner OPITZ CONSULTING GmbH 2015 Slide 10
11 More Exceptions Claim Initialization Claim Assessment Claim Handling Claim 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 Responsiblities not automatically assignable Requested docs incomplete Expert s report fragmentary Estimate of costs not reproducable Gartner OPITZ CONSULTING GmbH 2015 Slide 11
12 Is the exception the rule? Claim Initialization Claim Assessment Claim Handling Claim Regulation Gartner OPITZ CONSULTING GmbH 2015 Slide 12
13 More exceptions than default paths Claim Initialization Claim Assessment Claim Handling Claim Regulation Gartner OPITZ CONSULTING GmbH 2015 Slide 13
14 Ad-Hoc, Unstructured and Unpredictable What does that mean? Healthcare events 627 patients 376 different activities Source: W. van der Aalst et al., Process Mining Manifesto: Toward Real Business Intelligence OPITZ CONSULTING GmbH 2015 Slide 14
15 Unstructured Characteristics A process or subprocess with: 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 Activities are executed by diferent roles: A security concept controls, if an activity can be executed. For better scaling, work has to be distributed OPITZ CONSULTING GmbH 2015 Slide 15
16 What is missing (sometimes)? Or: What do we expect from an ACM solution? More flexibility Suggestions and continuous decision improvement what is the next best action? Situation-Driven work Doing by Design Design by Doing! Integration of different systems Guidance - faster enablement of new colleagues OPITZ CONSULTING GmbH 2015 Slide 16
17 Anatomy of an ACM Solution (Example) OPITZ CONSULTING GmbH 2015 Slide 17
18 Case Management UI Example (expanded) OPITZ CONSULTING GmbH 2015 Slide 18
19 Case UI Navigation and Search OPITZ CONSULTING GmbH 2015 Slide 19
20 Case UI - Documents OPITZ CONSULTING GmbH 2015 Slide 20
21 Case UI Data Details about the claim and it s related entities OPITZ CONSULTING GmbH 2015 Slide 21
22 Case UI Milestones & History Where I am? OPITZ CONSULTING GmbH 2015 Slide 22
23 Case UI Activities What can I do next? OPITZ CONSULTING GmbH 2015 Slide 23
24 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 System Integration OPITZ CONSULTING GmbH 2015 Slide 24
25 Case Management in Oracle BPM Claim OPITZ CONSULTING GmbH 2015 Slide 25
26 Case Requirements / Getting Started (before you start coding in JDev) OPITZ CONSULTING GmbH 2015 Slide 26
27 How to collect & document case requirements? 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 We usesd: Mindmaps Whiteboards + Visio Word / Excel UI first + Case Management Model and Notation (CMMN) OPITZ CONSULTING GmbH 2015 Slide 27
28 Case Requirements Whiteboard OPITZ CONSULTING GmbH 2015 Slide 28
29 Case Requirements Specification Sheet OPITZ CONSULTING GmbH 2015 Slide 29
30 Case Requirements CMMN Defined by the OMG as a new standard for Case Modeling Released in May 2014 Is a notation for modeling and graphically expressing a case Is an interchange format for exchanging Case Models among different tools Vendors like Oracle, IBM, SAP, Kofax, Cordys and Tibco have contributed to this standard Download our CMMN / ACM Poster from OPITZ CONSULTING GmbH 2015 Slide 30
31 UI-First Approach with CMMN Situation after starting a case: What has been completed? OPITZ CONSULTING GmbH 2015 Slide 31
32 Case Implementation OPITZ CONSULTING GmbH 2015 Slide 32
33 Design Time Oracle Case Management OPITZ CONSULTING GmbH 2015 Slide 33
34 Demo: Case Implementation OPITZ CONSULTING GmbH 2015 Slide 34
35 Design Time Case Rules OPITZ CONSULTING GmbH 2015 Slide 35
36 Design Time Case Form OPITZ CONSULTING GmbH 2015 Slide 36
37 Design Time Activity Form OPITZ CONSULTING GmbH 2015 Slide 37
38 Design Time Human Task Form OPITZ CONSULTING GmbH 2015 Slide 38
39 Human Task Form Frame Busting Use never, default differentdomain doesn t work in BPM Workspace OPITZ CONSULTING GmbH 2015 Slide 39
40 ADF Library Reuse ADF Shared Library usage is recommended OPITZ CONSULTING GmbH 2015 Slide 40
41 ADF Security No Web Authentication is recommended OPITZ CONSULTING GmbH 2015 Slide 41
42 Existing ADF Form Integration OPITZ CONSULTING GmbH 2015 Slide 42
43 Simplified ADF Form Integration OPITZ CONSULTING GmbH 2015 Slide 43
44 MDS for ADF Customization OPITZ CONSULTING GmbH 2015 Slide 44
45 MDS for ADF Customization OPITZ CONSULTING GmbH 2015 Slide 45
46 A few more recommendations Avoid to put all the case data into the case (just take the data attributes which are needed to control the flow) Use BPMN activities as a wrapper (to call services, to call human tasks) Use Java Custom Case Activity for prototyping Structure your rules (Maintenance!) One Decision Table per: Case Lifecycle Event Rules, Case Milestone Event Rules, Case Activity Event Rules, User Defined Event Rules, Case Data Event Rule, Case Document Event Rule One ruleset per CMMN-Stage Use the identificationkey attribute for mapping business related identifiers to case instance OPITZ CONSULTING GmbH 2015 Slide 46
47 Download: OPITZ CONSULTING GmbH 2015 Slide 47
48 Questions? OPITZ CONSULTING GmbH 2015 Slide 48
49 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: OPITZ CONSULTING GmbH 2015 Slide 49
50 Nächste Session am ADF Spotlight - Architektur & Oracle ADF Community Service-Enabled Application Modules (SDO, Service-Integration, EDN) Markus Lohn (esentri) +++ Weitere Informationen, Termine & Unterlagen zu dieser und vergangenen ADF Spotlight Sessions finden Sie auf den deutschen OTN ADF Community Seiten. +++
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