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“Taming the Tiger” Adaptive Case Management with Oracle BPM Suite 11g

Manas K. Deb, PhD, MBA Sr. Director , BPM Product Mgmt, Oracle HQ

With contributions from Prasen Palvankar, BPM Product Mgmt, Oracle HQ

DOAG, Nuremberg-Germany, 20th November 2013

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Process or Case? BPM or ACM? What do You Think?

Situation/Problem BPM? ACM?

1. A common book order fulfillment at Amazing On-Line

2. Herr Wannowski’s investigations

3. A battle led by Otto von Bismarck

4. A retail banking customer account opening

5. Toy-related child injury complaint handling at Amazing

6. Long-term care/counseling of an in-trouble youth

7. Taming a tiger ? ?

High Medium Low Relevance: None

Many real-life situations are best served by a mix of BPM and ACM…



Typical Business Process Flow



Case-based Process Flow



Case-based Process Flow

Content

Management is key

requirement

Based on the nature of the

case, every instance may

flow in a completely

different way

Activities may be performed in

any order

Difficult to

address using

just BPMN

Humans Decide

Mix of Structured

and Unstructured

flow



Knowledge Worker Interactions A Challenge for the Exhaustive Modeling Paradigm?

B

C A

C

A B

A

B C

B A

B C

C A

B

B B A

B A

A B

C

C B A

B B

B C

A

A

C A B

Actors/Workers: A, B, C

A, B, C;

AB, AC, BC, BA, CA, CB;

ABC, ACB, BCA, BAC, CAB, CBA

Total Elemental Interactions (TEI)

= 3 + 6 + 6 = 15

TEI(n) =

Sum[P(n,k)=n!/(n-k)!, k = n, n-1,…, 1]

Example:

TEI(2) = 4; TEI(3) = 15; TEI(4) = 64, etc. 1 2 3 4

25

50

TEI(n)

n, # of Actors/Workers

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Need an efficient and flexible event-based infrastructure to loosely couple relevant case activities


Case Model

Assessment Investigation Resolution

CSR

Analysts

Investigators

Prepare Case

Initial

Assessment

Notify Customer

Request

Documents

Review

Documents

Review

Documents

Request

Documents Background

Check

Initiate Fraud

Investigation

Compensate

Customer

Notify Customer

Milestones mark

progression of a case

Activities – system

guided or human

controlled

Case

Participants

(Stakeholders)

Activities – can be

repeatable

Activity availability controlled by

permissions and rules

Activity can be a

structured process or a

task

Stakeholders perform appropriate

Activities as required by the needs

of the Case to achieve desired goal



Credit Card Award Dispute Resolution Solution Creation – Discovery Capture (Mind-Map)

“Not naturally amenable to a structured process description!”

9 | Copyright 2013 © Oracle and/or its affiliates. All rights reserved.


Credit Card Award Dispute Resolution Use Case Summary – Phases, Milestones, Activities



Credit Card Award Dispute Resolution Use Case Summary – Knowledge Work Facilitation

Some

activities

are added,

execution

sequences

changed,

and ad-hoc

collaborations

utilized at

RUN-TIME



What is a Case? What is Adaptive Case Mgmt? “A Problem to Solve”, “An Issue to Resolve”,…

“A Case is a proceeding that involves actions taken

regarding a subject in a particular situation to achieve a

desired outcome. “

Traditional examples come from the legal and medical worlds, where

a legal Case involves the application of the law to a subject in a

certain fact situation, and a medical Case involves the care of a

patient in the context of a medical history and current medical

problems. The subject of a Case may be a person, a legal action, a

business transaction, or some other focal point around which actions

are taken to achieve an objective. The situation commonly includes

data that inform and drive the actions taken in a Case.

(http://www.omg.org/spec/CMMN/1.0)

Ability for case workers/managers to modify, at run-time, tasks that are executed or the sequence

in which they are executed or the assignees who execute them makes case management Adaptive.


http://www.omg.org/spec/CMMN/1.0


Case Management Categories



Case

Documents

Data

Activities

Events

Policies Audit

Stakeholders

Collaboration

Communication

Key Elements of a Case

Documents

– WebCenter Content

Case Data

– Business Objects and ADF-BC

Case Activities

– BPMN Processes, Human Tasks, Custom

activities

Events

– Events drive the case processing

Policies

– Oracle Business Rules



Case Progression – Conceptual View

Knowledge

Workers

Tasks (BPMN

processes,

Human Tasks)

System

Driven

Business

Rules

Rules, Decision

Management,

Analytics, Social

Associated

with

Constraints/

Automates

Recommends

Decides Documents

Data

Audit

Case

User

Driven

Progresses via



Case Data + Content

Typical Execution Flow

1

2

3

4 5

6

7

8

9

1 UI (or other) triggers Case creation

2 Case data populated

3 Case Start event generated

4 Event triggers Case Rules

5/6/7 Rules trigger Human Activity

and/or BPMN process and

populate input data

8 Activity Start event generated

9 UI subscribes to event to update

Case continues as above



Demo: Stakeholder Interactions for Credit Card Rewards Dispute

Using an Adaptive Case Management Paradigm



ACM versus Traditional BPM

Data Variety

Goal-Driven; MBO Non-Deterministic

Duration Length

Knowledge Work

Collaboration

Run-time Modifications

Event Use

Traditional BPM Adaptive Case Mgmt (ACM)

Low Medium

High

• Task/Process modeling

• Rules & policies

• UIs & dashboards

• Analytics

• Governance & audits

• System integration

Similarities



Case Mgmt Product Architecture (High-Level) Integral Part of BPM Suite + Fully Leverages the BPMS

SOA Infrastructure

BPMN OBR Human Task

Notification Web

Center Content

EDN ADF-BC

“Case Engine”

Composer Portal Dashboards

Analytics



Case Management – Monitoring & Management

• At least three types of visibility • For monitoring & management

• System health • Similar to SOA or BPM Suites

• Done using Enterprise Manager

• Case worker view • Workspaces

• Manager view • Dashboards

• Investigative or alert reports



Case Workspace – Basic

Case Listing

Advanced Search Audit Trail

Activities

Pin/Unpin Listing

Case Data Forms

Case Milestones

Stakeholders

User Comments User Defined Events

Case Documents



Case Workspace – Extended via Customization



Case Management – A “Summary” Dashboard



Case Management – An Alert Report



Case Management Dashboards – Using BAM A On-Boarding Status Viewer



Case Management Dashboards – 360-deg View Example: Police Case Mgmt*

*Courtesy: Capgemini



BPM–Case Management: A Spectrum Supported by BPM Suite 11g

+

+

Fixed Guided Dynamic/Ad-hoc

Activitie

s

Universe of tasks

and activities Major technology

enablers

Key technology platform

characteristics

UIs, Dashboards

Business and

Ops processes,

cases, rules

Information integration

Process-Adaptive Case Management

continuum, rules-based agility

Multi-channel including mobile delivery,

end-to-end visibility, real-time alerts and

historic trends, worker empowerment

Internal and external distributed system

And service integration, information

consistency, security, governance



Taming the Case Management “Tiger” – Solution Architecture + BPM Suite 11g + Methodology



Thank You


