Setup and Maintenance Factors of Adap3ve Case Management Systems - AdaptiveCM2013

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 [email protected]

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Content

•  Mo3va3on

•  Approach: Adap3ve Case Management

•  ACM concepts

•  ACM setup and maintenance factors

•  Contribu3on – performer process crea3on

•  Discussion

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BPM -‐ prescrip3ve ACM – goal oriented

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

ADAPTIVE ERP BPM social media

© 2011 Max J. Pucher 5

repe33ve exploita3on emergent innova3on

KNOWLEDGE PEOPLE

AUTOMATION PROCESS

cost -‐ reliability innova3on -‐ outcome

SPECTRUM OF WORK PROCESSES

low value, high volume high value, low volume

ACM enable consolida3on and learning

ERP CRM social media


repe33ve exploita3on emergent innova3on

KNOWLEDGE PEOPLE

AUTOMATION PROCESS

cost -‐ reliability innova3on -‐ outcome

SPECTRUM OF WORK PROCESSES

low value, high volume high value, low volume

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.

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Business Architects

Process Analysts

Developers

Process Owners Performers

IT Opera3ons

Governance

Skills Experience

ACM Setup Library

Process versus Evolu3on


EMPOWERMENT

ACM Concepts and Structure

Contract Contract Proposal

Content

Customer Database

Entities

Goals

Authorization Policy

Rules

Library

Tasks

User Interaction

Cases

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ACM Ontology


Source: Papyrus Inbound/Outbound Concept 2001

ACM: Goal-‐Oriented Cases

© 2012 Max J. Pucher Customer Experience 11

ac3vity & people skill

case goals

customer outcomes

service rating customer buys

op3onal alterna3ves

embedded rules

web interaction partner contact call center customer in shop

WORK FLOW VERSUS ADAPTIVE PROCESS

USERS CREATE ACTIVITIES INTERACTIVELY FROM ELEMENTS IN A TEMPLATE.

Requirements Planning Implement Review

Complex requirements gathering.

Process flowcharts, excep3ons, events

interfaces, GUI, rules and content coding

Complex changes have to be reviewed/tested.

Templates Actors

user defined

innova3on

User create templates and can also change the process on the fly.

improvement cycle

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REPOSITORY METADATA ACTIVITIES CONTENT RULES GUI

ADAPTIVE PROCESS INNOVATION PROJECT MANAGEMENT, VERSIONING, DEPLOYMENT, ENACTMENT, INNOVATION

docs service Legal

copy invoice

© 2010 Max J. Pucher ACM and Innova3on 13

Architecture

Actors

train CA

SES

content goals

en33es rules

recommen

d

User-‐Trained Agent

process template

verify

Process Owner

need

s

receive applica3on

review & approve risk

sign off & customer signature

handle financials

create policy, update app, archive copy

print & send policy

to customer

STUDY: CONTRACTS NEGOTIATION

© 2012 Max J. Pucher 14 Adap3ve Process

CONTENT STATE

docs service Legal

copy policy

ACM Setup and Maintenance

Domain Setup

Ad-hoc Elements

Domain Templates

ACM Administrator

Maintenance

ACMbase system

Business GUI

Admin GUI

Installation

Data Objects

Repository

ACM Consultant

create reuse

create

create

UTA learn

Knowledge Worker extend

Goals driven by

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Scenario Service Contract Management (SCM)

Contract

Contract Proposal Authorization

Policy

Service

Support team Consultant

Customer Database

Contract Manager

Contract Acquisition

Receive a Service Request

Define Services

Compose a Contract

Negotiate with Customers

Approve a Contract

Contract Execution

Execute Services

Contract Maintenance

Audit a Contact

Report a Contract

Renew a Contract

Customer

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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?

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Setup and Maintenance Factors of Adap3ve Case Management Systems - AdaptiveCM2013

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