View
586
Download
5
Category
Preview:
DESCRIPTION
Marknadens krav på ökad kundservice, insikt, kontroll och helhetsvy av information och kund, samt regelverk ställer höga krav på hur företag hanterar sina ärendeprocesser och affärsinformation. IBM adresserar detta genom att annonsera Advanced Case Management, som kombinerar alla de egenskaper som behövs för en effektiv och kvalitativ hantering. Talare: Mathias Sognefors, Nordic ECM Sales Lead, IBM Denna presentation hölls på ett seminariepass för Information Management under IBM Software Day 2010.
Citation preview
Nästa generations ärendehantering
Optimera er verksamhet och öka kundnytta med nästa generation av avancerad ärendehantering
Mathias SogneforsECM Sales Leader - Nordics
We are evolving our delivery model to support our clients’ view of “solutions”
IBM Software Technology IBM Solution Products
Repeated patterns are integrated into
new program products
Industry Solutions
Knowledge workers in all industries must do more with less…
…yet business needs to improve service and manage risk while optimizing costs
Current Business Challenges
Current Business Challenges
Knowledge workers in all industries must do more with less…
The volume and variety of information
can be overwhelming…and it is arriving faster every
day
Flexibility is essential to responding
effectively to opportunities or
threats
…yet business needs to improve service and manage risk while optimizing costs
Automation has handled the routine,
exceptions are now the norm,many automated processes
are outsourced
Access to expertise is
imperative to quality decision
making
Regulatory or legal risks impose need to consistently adhere to critical policies
and rules
Knowledge workers in all industries must do more with less…
…yet business needs to improve service and manage risk while optimizing costs
Case Management Drive Business Benefits
Provide Information AccuracyProvide Information AccuracyManage RiskManage Risk
Assure Best PracticesAssure Best PracticesFoster CollaborationFoster Collaboration
Improve CustomerImprove CustomerServiceService
Speed Delivery Speed Delivery
Improve Case Improve Case OutcomesOutcomes
Create Create Competitive Competitive
DifferentiationDifferentiation
Improve Improve Operational Operational EfficienciesEfficiencies
Reduce CostsReduce Costs
Reduce ErrorsReduce Errors
What is Case Management?
• Case Management typically includes creating a case file and following a process to ensure delivery of services. Case related information is used by case managers or a case team who collaborate to resolve and close a case.
• After a case is closed, information is typically retained for compliance or long-term business processes.
• Case management is highly collaborative, dynamic, and event driven work, with typically long lived cases and processes.
Next-Generation of Case Management is Emerging
Flexible and adaptive technologies from these markets can address many case management requirements but need to be deeply integrated to meet new challenges
VerticalCase Apps
HorizontalCase Apps CRM
ERP
CollaborativeSoftware
Vertical or horizontal applications solve specific case problems but may lack the flexibility and extensibility to serve as a foundation for advanced case management
ECM BPM
CaseManagement
INSURANCE HEALTHCAREBANKING GOVERNMENT ENERGY
Invoice, contract, employee, vendor, customer, proj ect, change request, complaint, exception, incident, audit, eDi scovery, etc.
• Loan• Dispute• Mortgage• Account• Credit card• Personal line• Investment
• Policy
• Underwriting
• Claim
• Annuity
• Patient case
• Member
• Provider
• Benefits enrolment
• Grant
• Court case
• Citizen
• Taxpayer
• Rate case
• Claim
• Permit
• Land
• Property
However, a common pattern of challenges exists across industries
Different Types of ‘Cases’ Across Industries
What capabilities are needed for advanced case mgmt ?
• There are collaborative, ad-hoc processes
• Activities are event-driven
• Work is knowledge intensive
• Content is essential for decision making
• Outcomes are goal-oriented
• The judgment of people impact how the goal is achieved
• Process is often not predetermined
A solution pattern where… For challenges such as…
• Complex exception handling
• Complaint or dispute management
• Contract management• Lending applications• Benefits enrollment• Rate case management• …that are both horizontal
and vertical in nature
That requires unique capabilities from…
• Content management• Business process
management• Collaboration tools• Social software• Business rules• Analytics
Bring people, process and information together … in context of a case
● Unites information, process and people ● Delivers optimized case outcomes
through analytics, rules, collaboration and social computing
● Supports work management of structured and unstructured activities
● Delivers trusted information to the case
IBM Advanced Case Management
● Manages and governs entire case lifecycle● Provides extensive ecosystem of partners
delivering case management solutions● Shortens time-to-value with better tools,
out-of-the box solutions and templating capabilities
Case APIs & Extensibility
Case Worker Runtime
Workflow AnalyticsCollaboration& Social S/W
RulesContent IntegrationEvents
people ���� process ���� information
Case Builder Solution Design
11
IBM Case Manager – Product view
• Product launch: 4Q - 2010
– Solution Builder, Run Time Client, and related APIs • Solution builder tool oriented to needs of business analysts • New end user interface & design tool with out-of-the-box widget-based case
management environment• Case templating, including dynamic activity creation and assignment and pre-
defined process creation/integration
– Content Analytics 2.2 • Full Text Unstructured Analytics
– Cognos Real Time Monitoring 10.1 • Real Time Analytics
– SameTime 8.5.1 • Embedded awareness in case runtime and web chat
– ILOG jRules • Business rules engine
12
Solution builder
Run time client (example)
Run time client (example)
Comprehensive Reporting and Analysis
Comprehensive Reporting and Analysis
17
ACM leverage IBM Software
• Enterprise Content Management
– Records Management & Classifications
– Collection & archiving
• WebSphere
– Business process management
– Enterprise integration & application deployment
• Information Management
– Master data management
– Information modelling, definition, governance and integration
• Lotus
– Enhanced collaboration, social networks, portal and mashups
18
IBM partners for vertical case management solutions
• Over 500 Business Partner solutions are listed in our Industry Solutions Catalog.
• Over 200 of these solutions exist to address industry specific issues relative to case management in all its forms.
http://www-01.ibm.com/software/data/information-agenda/catalog/
19
IBM ACM Communities & Info
• More information on IBM Advanced Case Management:
– www.ibm.com/software/data/advanced-case-management/
• IBM Advanced Case Management blog:
–www.ibm.com/blogs/acm
• ECM UserNet - the worldwide community of ECM users:
– www.ibm.com/software/data/content-management/usernet.html
• ECM On-line Community – share and interact with peers around the world:
– www.ibm.com/community/ecm
20
Tack! Frågor?
Recommended