Adaptive Case Management - Capabilities for Faster Decisions Tayo Runsewe Chris Pinnell ECM Solutions IBM Canada ECM Client Solution Professional IBM Canada
The beginning of wisdom is a definition of terms Socrates 2
Case management - A method or practice of coordinating work by organizing all of the relevant information into one place called a case. The case becomes the focal point for assessing the situation, initiating activities and processes, as well as keeping a history record of what has transpired. - AIIM Production Case Management High degree of variation Fixed processes for each situation Eg. Healthcare, Social Services, Justice Adaptive/ Dynamic Case Management High degree of unpredictability Unknown outcomes The What is defined, the How may not be Content Rich - Decision Centric Eg. Loan Application, HR on-boarding, Credit Card Dispute Process 3 Business Process Management (BPM) High Transaction volume, system to system Highly predictable Few exceptions Data Rich - Process Centric Eg. Automatic Payment Processing, Airline Ticketing Portal ie Orbitz
What is a case? process Case Management information people Request for a service by a customer, employee or citizen Requires information/artifacts Has a flow of work structured, unstructured, and unknown Has a lifecycle, phases, or states Involves one or more case workers, knowledge workers, or subject mater experts Needs to be provide visibility both real-time and historically 4 4
Why take a Content Centric Approach Traditional applications are built by modelling business functions without regard to the larger flow of work and without consideration for knowledge management and content control issues. 5
A day in the life of a frustrated worker 6. Email vendor External site 5. Look up product info 3. IM the expert 4. Not available, find another SCM Email Instant-Msg (IM) 7. Create personal reminder 8. Wait 1. Log into three enterprise apps 2. Find expert Calendar ERP CRM SCM ERROR Portal Email
The single greatest indicator of a successful business application and the underlying process design is: The inverse percentage of users that create Work-arounds in order to get their job done. In other words 100% success equals NO work-arounds.
Information Industry Solutions Why are desired outcomes difficult to achieve? Critical business outcomes are driven by all types of processes and information Unstructured 20% structured Sweet Spot Case Management is critical to an increasing workload Structured 20% structured Predictable Processes* Unpredictable *Sources : Gartner BPM Summit London March 7, 11 Janelle Hill keynote presentation; IBM Research; and various IBM and public studies.
Case Management The Integration/Synergy of Multiple Platforms The next generation of case management requires a unique combination of multiple platforms. With solution capabilities specific to rapidly developing and deploying case-style applications 9
Selected Industry Patterns by Case Management Categories Case Management is Applicable Across All Industries Anywhere in your organization that deals with: disputes, investigations, incidents, inquiries, complaints, contracts, exceptions, adverse actions, claims, fraud, negotiations, resolutions, escalations, research, audits, intervention, customer satisfaction, coordinated care or case management
Some Components of IBM s Advance Management Platform Simplifying the delivery of case-based solutions Monitoring Analytics Events Delivers optimized case outcomes Supports dynamic, runtime work management Content Rules Case Management Collaboration & Social Workflow Integration Delivers trusted information to the case structured or unstructured Manages and governs entire case lifecycle Provides the line-of-business with tools to rapidly deliver case-based solutions 12
Case worker user experience Role-based and personalized End user gets exactly the information they need to progress the case Flexible and extensible Can be configured to meet unique business requirements Provides deep context for case work No more disjointed jumping between application Brings people, process and information together to drive case progression and better outcomes Bottom line: A case worker has all the information they need to improve case outcomes 13
Rapid application case design for the business Easy to use, Interview Mode (wizarddriven) Case designer allows a business user to very quickly build a solution Comprehensive across case assets Case designer can provide 360 0 view of case Leverage templates for a fast start Represent industry best practices Significantly shortens time-to-value for case-style applications Bottom line: Deliver end users the solution in a fraction of time of other approaches 14
Powerful Analytics for Better Case Outcomes Case Analytics Structured Unstructured Real time Persisted Comprehensive reporting and analysis Gives case managers visibility across all information types to assess and act quickly Real-time dashboards Understand issues before they become a problem Bottom line: Case managers need insight in order to impact results, and integrated analytics help organizations understand the impact of case loads. Unique content analytics for discovering deeper case insight to understand business impact Discover patterns, trends and insights across cases
Why IBM Case Manager is different With this new case management offering, IBM moves the vision forward by making a reality that you'll be able to buy and implement. Rob Koplowitz, Forrester Next-generation case management requires a different mindset this new case management will be a huge departure from the workflow/imaging solutions of old and will be based on predictive analytics, business rules, and social collaboration, in addition to core BPM and ECM functionality. Forrester IBM has pushed the envelope with its case management solution, IBM Case Manager. Combining document management with robust social, collaboration, and communication capabilities, IBM has integrated a broad array of functionality from its software portfolio to provide a unique business solution. In the end, the whole suite offers far more value than the component parts. Rob Koplowitz, Forrester 16
How IBM case management can help customers We need to treat business processes as assets. If you have ownership of your processes and manage them, you get a better return. Improve customer service Rusty Williams CIO Good Samaritan Improve case outcomes Speed delivery Create competitive differentiation Improve information accuracy 17 Manage risk Foster collaboration Assure best practices Reduce errors Reduce costs
Demonstration
Summary and Opportunity There are literally dozens of business processes in your organization that can benefit from Adaptive Case Management tools. Capture and leverage key business information and metrics as a by-product of employees doing their work Create systems and applications that require zero work-arounds Enable your employees don t frustrate them. IBM leading Adaptive Case Management Platform provides fast time to value and reduces operational, and corporate risk
Differentiating Case Scenarios and Process Scenarios
What is the difference between a case and a process? Business Situation Pre-modeled Process Flow Pre-modeled Data Flow Involvement of Humans Activity Scheduling Documents and Content Objects Quality of Service Process Predictable and repeatable Fully modeled process flow, possibly simulated and debugged. Fully modeled data flow, part of simulation and debugging Possible Activities are typically scheduled by process engine, only in exceptional cases can human influence that schedule Possible to include via document references and folder references Broad spectrum from highly automated straight-through processes to humancentric processes Transactional integration of services and backends Large number of instances. Case Unpredictable and ad-hoc Only tasks modeled, possibly some activity dependencies. No task to task choreography No explicit data flow, data is contained in documents and content object metadata stored in a document repository Always Case activities are typically enabled by content events and scheduled by humans participating in case (within constraints if modeled). Always Targeted to knowledge worker interaction with document and content objects. Number of instances limited by knowledge worker handling capacity. 23
Modeling Cases vs. Modeling Processes Case models BPM models Focus on what the knowledge worker needs Focus on the process activities and their sequence Describe what needs to be done, not on how it should be done Describe how the process should be done Ad hoc, unpredictable sequence of activities Well defined sequence of activities Define the tools for knowledge workers to solve a repeatable business problem Define how a computer system should solve a repeatable business problem Recognize that every case varies to some extent Should ideally be fully modeled beforehand 24
The Process Spectrum Case Management Informal Process System has full control over the process (email, IM, phone) Human has full control over the process Modeled using activities (~ BPMN activities) No modeling Process history important for auditing Documents and recordings are critical to justify decisions 25
The essential BPM capabilities BPM includes both case and process scenarios Modeling Finance and Ops Customer Service Executive Management Monitoring Automation Account Administration Risk Management Teams Governance Optimization Rules Information Cases Events Integration Collaboration Analytics 26
For Prospective IBM Customers Position IBM Business Process Manager as IBM s strategic offering for BPM Position IBM Case Manager as IBM s strategic offering for case management requirements Both offerings are important entry points to IBM s Software for Business Process Management 27