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© 2015 IBM Corporation
Session BEK-4148
Empowering Knowledge workers with IBM BPM Case Management Chandra Shekar, Senior Product Manager, Smarter Process Product Manager Dieter König, IBM Senior Technical Staff Member, Business Process Management
Agenda
What the market is telling us about knowledge work
1 How IBM BPM Case Management Addresses Knowledge Work
2 IBM BPM Case Management Key Concepts
3 Case Studies
4
A shift to reinventing business processes to revolve around customers – called Customer Centricity
Yesterday: Tellers just execute transactions
Today: Tellers become financial consultants
Knowledge worker needs flexibility with processes, right information at right context. Do your knowledge workers have the right tools?
Customer Relationship Managers want to distribute the work to improve productivity and track the status of each work item.
Customs officers How many investigations did we close this year?
Insurance underwriters need 360 degree view of all the tasks, data and related Policies
Loan officers need the flexibility to determine the next step to progress this loan application.
Knowledge workers: Flexible processes with the right level of rigor enable experts to act on new information
The nature of work is changing: Knowledge workers are everywhere
System
Enables the entire process electronically without re-keying or manual interventions.
SME Human intervention
to execute a task decided by the process model. Collaborates with
other workers
Knowledge Workers Responsible for “job” (case,
task, or combo) Triggers ad-hoc activities in
response to business conditions Monitor process
performance Leverages content in
context
Automated straight-thru processing
Procedural, task-based work
Dynamic, goal-driven work; case
System Centric BPM Process Model to orchestrate
system touch points
Business rules and events to drive behavior
Focused on integration
Human Centric BPM Process Model to orchestrate
System & human touch points
Simple responsive UIs for human participation
Focused on Human participation & collaboration
Case Centric BPM Process Model to define a Case
and orchestrate Adhoc tasks
360⁰ view of a Case
Focused on getting work done for a specific business purpose
Customer Centricity Requires a full Spectrum of Work Styles
Work Styles Focusing on Output and Outcome
Ordered Sequence of Activities
Some Unordered (Ad-hoc) Activities
Some Activities with with Ordered Steps
Unordered Set of Activities
Process Model Knowledge Worker
Output & Efficiency-focused Outcome & Goal-focused
Repeatability & Predictability Repeatable & Predictable
Non-Repeatable & Unpredictable
Next Step Determined By
What is a BPM Case?
IBM’s Point of View
BPM Case is …. a collection of tasks to be done to accomplish a specific business goal (like create a policy, manage a dispute etc.). These tasks may be driven by knowledge workers or completely automated or mix of both…
BPM Case Management or Case Centric BPM is …. a BPM platform that supports BPM Case process styles or BPM Case work patterns. BPM Case work patterns are fluid and adhoc and involves people, information (structured & unstructured), devices, processes to accomplish a specific business goal.
New Application Business Event
Policies / Rules
Processes Teams & Governance
Ad-hoc steps “in the business moment”
Goals & Objectives
Related Cases
Customer Service
Invoice Reconciliation
Teams
Finance & Ops
Account Administration
Business Data
Collaboration Case History
BPM Case
Content
An example of blending
Forms-based Guided navigation
Digitalized process
Rule-driven
Case management
Ad-hoc
different styles of work Structured work, unstructured work – all in IBM BPM
An example of blending different styles of work Structured work, unstructured work – all in IBM BPM
Agenda
What the market is telling us about knowledge work
1 How IBM BPM Case Management Addresses Knowledge Work
2 IBM BPM Case Management Key Concepts
3 Case Studies
4
BPM Case Capabilities
Case Structure
Views
Search
Case Relationships
Integration to FileNet ECM
BPM Case Structure
Properties
Behavior
Data
Folder
Activities
Case
Activity (1:n)
Human Task
Linked Process
Subprocess
Properties Behavior Data
Tooling - Web-based Case Editor
Case/Document Type Editor
Case Editor – General
Similar for Cases and Processes
Document properties are mapped to case variables
New document creates new case
Case Editor – Activities – General
Required vs. optional
Activity General Settings
Other activity behavior
Case Editor – Activities – Implementation
Activity Type and Implementation
User Task Settings
Case Editor – Activities – Preconditions
Activity Precondition
Optional Expression
Case Editor – Folders
Sub-folder structure
Case Editor – Views
Case launch and details UIs
Knowledge Workers have a 360o View Case Instance Viewer in Process Portal
View status and progess of the Process. Access the Process History and Team assignements
View and access data of the Process Instance
View, add, and manage the Documents attached to the Process
View, manage, and open Tasks required for the Process
The Process owner has discretion to start, track, and disable activities
BPM Case Relationships Case relationships
Customer Background Check 2014 Case Case
Domestic Investigation
International Investigation
Previous Cases
Case
Case
Case
Peer relationships (user defined links)
Dependent relationships (Parent and Child)
Define behavior for relationships • Wait for child cases to be complete before the Parent case is closed
• Automatically terminate dependents when parent Case is closed
Search related Cases
Native integration with IBM FileNet ECM
Seamless Integration with FileNet ECM extends BPM’s Content handling functions:
Use IBM Content Navigator to work with IBM BPM content/Cases
Extend BPM Search UIs to search documents/unstructured content
Leverage IBM Datacap to auto create a case or launch a process from an incoming fax/email
BPM content can now participate in your Record Manager File plan
Content Navigator Process Portal
IBM BPM FileNet ECM
DataCap Content Analytics
APIs IBM Records Manager
Empower knowledge worker with insight from Process, Decisions and Content Management to make right decisions.
When do you need a Case Centric BPM Solution? Optimize BPM for goal oriented problems When operational outcome is the overall
goal.
“What is the next step” is in knowledge worker mind and cannot be digitized.
A specific work item initiation to completion is not constrained by any structure or model.
Knowledge worker need a holistic view of specific business goal which shows present and past business transactions
When built-in process visibility, analytics, and optimization are needed
When leveraging existing IBM BPM technology and skills to build LOB applications
IBM Business Process Manager is optimized for “Case-centric” solutions
System Process Model to
orchestrate system touch points Business rules and
events to drive behavior Enables the entire
process electronically without keying or manual interventions.
SME Process Model to
orchestrate human touch points
Simple responsive Uis for humans
Knowledge Workers Responsible for “job” (case,
task, or combo) Triggers ad-hoc activities in
response to business conditions Monitor process
performance Leverages content in
context
Automated straight-thru processing
Procedural, task-based work
Dynamic, goal-driven work; case
Customer Centricity Requires a full Spectrum of Work Styles
IBM Business Process Manager
Questions?
Notices and Disclaimers
Copyright © 2015 by International Business Machines Corporation (IBM). No part of this document may be reproduced or transmitted in any form without written permission from IBM. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM. Information in these presentations (including information relating to products that have not yet been announced by IBM) has been reviewed for accuracy as of the date of initial publication and could include unintentional technical or typographical errors. IBM shall have no responsibility to update this information. THIS document is distributed "AS IS" without any warranty, either express or implied. In no event shall IBM be liable for any damage arising from the use of this information, including but not limited to, loss of data, business interruption, loss of profit or loss of opportunity. IBM products and services are warranted according to the terms and conditions of the agreements under which they are provided. Any statements regarding IBM's future direction, intent or product plans are subject to change or withdrawal without notice. Performance data contained herein was generally obtained in a controlled, isolated environments. Customer examples are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual performance, cost, savings or other results in other operating environments may vary. References in this document to IBM products, programs, or services does not imply that IBM intends to make such products, programs or services available in all countries in which IBM operates or does business. Workshops, sessions and associated materials may have been prepared by independent session speakers, and do not necessarily reflect the views of IBM. All materials and discussions are provided for informational purposes only, and are neither intended to, nor shall constitute legal or other guidance or advice to any individual participant or their specific situation. It is the customer’s responsibility to insure its own compliance with legal requirements and to obtain advice of competent legal counsel as to the identification and interpretation of any relevant laws and regulatory requirements that may affect the customer’s business and any actions the customer may need to take to comply with such laws. IBM does not provide legal advice or represent or warrant that its services or products will ensure that the customer is in compliance with any law.
Notices and Disclaimers (continued)
• Information concerning non-IBM products was obtained from the suppliers of those products, their published announcements or other publicly available sources. IBM has not tested those products in connection with this publication and cannot confirm the accuracy of performance, compatibility or any other claims related to non-IBM products. Questions on the capabilities of non-IBM products should be addressed to the suppliers of those products. IBM does not warrant the quality of any third-party products, or the ability of any such third-party products to interoperate with IBM’s products. IBM expressly disclaims all warranties, expressed or implied, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose.
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