supporting knowledge workers with adaptive case management

Case Management Overview

• Why Empowering Knowledge Workers is the Management

Challenge of the 21st Century

• How Case Management Offers Sanity in the Face of IT

Consumerization and BYOD

• Where Cloud, Big Data, Mobile and Social Computing Intersect

With Case Management

• Case Management Market Landscape, Categorization and Use

Case Patterns

Peter Drucker

"The most important, and indeed the truly unique, contribution of management

in the 20th century was the fifty-fold increase in the productivity of the

manual worker in manufacturing.

The most important contribution management needs to make in the 21st century is

similarly to increase the productivity of knowledge work and the knowledge worker.”

1969 coins the term “Knowledge Worker” in ‘The Age of Discontinuity’

30 Years later authors in ‘Management Challenges for the 21st Century’ . . .

The 2nd Major Revolution in IT Architecture

1970 20201995

40 Years of Data-centric Application Design

Message-oriented middleware (MOM) Extraction & Transformation

Client/Server Architecture

Transaction Processing

Data Synchronization

2012

Cloud Architecture

Predictive Analytics

Semantic Integration

Mobile, Social, Cloud

Process of Everything

The Relational Era

The Big Data Era

Meet Your Customersfor the Next 20 Years

Are you ready?

How will you keep pace and still innovate in the post-relational, post-PC, Internet of Everything digital marketplace?

Source: 2011 - 2013 Case Management Survey

Current Challenges Faced by Knowledge Workers

Work Patterns of Knowledge WorkersPercent of the Day Spent in Different Modes


2/3 of a Knowledge Worker’s Day is Spent in Unstructured & Often Unpredictable Work Patterns

Roughly 1/3 is Structured, Predictable, Automated or Automatable

Systems of Record vs.Systems of Engagement


Systems of Engagement

Systems of Record (SORs)

Case Management is a System of Record and a System of Engagement

Case FolderBusiness Rules, Policies &

Processes

Documents • Images • Email • Reports • Voice Mail

Multiple Channels / Systems of Engagement

Systems of Record



Processes



Systems of Record

Shared Object Model for both Structured and Unstructured Data; Goal-based Outcomes Using Combination of Rules/Business Process, Data, Content and Analytics. Data/Information Governance.



Processes



Systems of Record

Enabling Actionable AnalyticsFramework for seeing meaningful information and context, in a cohesive environment where action can be taken.



Processes



Systems of Record

Enabling Field-based ActivitiesRun natively mobile devices, participate in processes, access systems…from anywhere. CLOUD IS A MUST!

Application Dev

Email, Texting,

Twitt

er, Telephone

Variable, Unique

Predictable, Repeatable

NotesDocuments & Unstructured Data

Databases & Structured Data

Development InvestmentHigh Low

End User EffortLow High

Cost to ModifyHigh Low

Control of ProcessHigh Low

Source: Keith Swenson, @SwensonKeith, www.social-biz.org

Application Dev

ProcessTechnology

Email, Texting,

Twitt

er, Telephone

Variable, Unique





Application Dev

PDS Integration

Hum

an PM

Production CM

Adaptive CM

Social Biz

Email, Texting,

Twitt

er, Telephone

Variable, Unique





Application Dev

PDS Integration

Hum

an PM

PCM

ACM

SBS

Email, Texting, Tw

itter,

Telephone

Production CM

Adaptive CMScripted and

Enforced Process

Little orNo Defined

Process


Record of Context(complete audit trail)

Case FolderBusiness Rules,

Policies & Processes

Documents • Images • Reports & Analytics • Email / Voice Mail

Multiple Channels of Interaction

Enabling Field-based ActivitiesRun natively mobile devices, participate in processes, access systems…from anywhere.

Enabling Actionable AnalyticsFramework for seeing meaningful information and context, in a cohesive environment where action can be taken.

Shared Object Model for both Structured and Unstructured Data; Goal-based Outcomes Using Combination of Rules/Business Process, Data, Content and Analytics..

BPM Focuses on Enabling Compliance and Scalability by Predefining Workflows

BPM Processes Are Deterministic, Where

All Possible Paths Are

Pre-Determined or Known in Advance, No

Matter How Complex

the Pathways May Be.

The Direction of the Process is Determined

by the Pre-Defined

Path and Current State; State is Determined

by the Preceding

Activity, in Other Words,

Where it is in the Process.

How Case Management (bottom)Differs From Structured Workflows (top)

Defined Start Point

Defined End PointsIn Between the Process Follows a Predefined Path or Otherwise Fails

Issue Resolved & Recorded

Customer Reports Problem

A Case is Opened

Issue is Investigated

Solution Applied, Unsuccessfully

Alternatives Researched &

Applied

Case Management Follows a Lifecycle vs. Sequential Process Thread

Process Snippets Can be Launched to Speed Processing

Rather Than a Path Determined by Predefined Workflow, the Case Flow Evolves Based on Content Added to the Case Folder

State State State

Control Control Control

Activity Activity Activity Activity



Defined Start Point

Defined End Points

In Between the Process Follows a Predefined Path or Otherwise Fails


Customer Reports Problem

A Case is Opened




Applied

Cases Evolve Over Time in Often in Unpredictable Directions, Requiring the Ability to Jump Forward, Jump Back, Re-do or Otherwise Perform Work in a Sequence That Can’t be Determined in Advance. The State of the Case is determined by the Content Within the Case, Not Where the Case is at Any Time.

Adaptable, Not Ad-Hoc

Business Rules, Business Analytics, Context-Sensitive ‘Help’ and Knowledge Management Functions Help Guide Knowledge Workers to Make Decisions About Cases as They Evolved.

The Case Management System Adapts to the Context of the Case, Guiding the Outcome Based on the Combination of Rules/Policies, Data, and Application of Knowledge Worker Know-How.

Gartner - “Segmenting the Emerging Case Management Market”

Source: June 12, 2012, “The Case for Case Management Solutions” Gartner report

Gartner - “Segmenting the Emerging Case Management Market”

Source: June 12, 2012, “The Case for Case Management Solutions” Gartner report

But assumes Case Management is something you do, not something you buy.

Case Management Traditional BPM

Object ModelShared object model in repository storing both structured and unstructured data.

Data structures based on process definition (process instance data) and kept separate from “payload” or work performed.

BindingsDynamic binding of control artifacts (process snippets rules, forms) reflecting case context.

Bindings typically static (“early binding”) for control/process artifacts; invoked services kept separate from process definitions.

AdaptabilityRules and analytics provide guidance for adapting to events and next steps.

Processes follow predefined paths, including predefined alternatives.

SecurityRole-based security applied to both case folder and contents.

Security bound to roles defined by process swimlanes and the activities they contain.

Analytics

Advanced analytics enable identification and reuse of patterns and exceptions, based on content of case folder as well as activity of case workers.

Analytics specific to process instance data and workloads rather than content captured in course of performing work.

Integration Connectors are provided to integrate external data into the virtual case folder and case record.

Data can be manipulated (extracted and transformed or “CRUD” operations) if data structures are defined in the process or as part of external services.

BAM Host

WLS BAM

Web App

UMS

WebLogic Server

Oracle Linux

Services Registry

Enterprise Repository

Oracle 11g Database

Web Host / WebGate

Oracle HTTP Server

I

Oracle SOA Host

Admin Server

WLS OSB SOA Suite

Admin Console

Enterprise Manager

Oracle Service

Bus

SOA/BPMWorklist/

WorkspacesB2B

Bus. Rules

UMS

WebLogic Server on Oracle Linux

SOA Mgt Pack Composer

Oracle SESSecure

Enterprise Search

WebCenterDatabase

SecurityDatabase

MySQL, Oracle, DB2, or

SQL Server

SINGLE VENDOR PRODUCT SUITE

LESS GREATERCost, Complexity, Time-to-Deployment

ApacheHTTP Server

BPMS Suite

SQL Server

Web-based Open Architecture

Existing Microsoft Enterprise Environment

Java EE Platform Environment

BPMS Suite

Microsoft IIS Server or

Active Directory Server

Microsoft Dynamics CRM

Microsoft SharePoint Server

Firewall

Web Client

Native Mobile Client

MICROSOFT INFRASTRUCTURE

J2EE App Server

Microsoft IIS Server

Windows Server

Lync WCF SPS MEX

UI provided throughMicrosoft environments

Predictive Analytics

Case Data

Case Management Deployment Architectures

Forrester Wave:Dynamic Case Management Leaders

Forrester Wave:Dynamic Case Management Leaders

Significant vendor acquisitions since the “Wave” was first published:

Service RequestsInvestigations

Incidents

Forrester – “Three case management categories will emerge by 2013”

Source: December 28, 2009, “Dynamic Case Management — An Old Idea Catches New Fire” Forrester report


Work Patterns Applicable to Dynamic Case Management

Incident Management


An Issue is Reported

A Case is Opened




Applied

Supporting processes where work that should be handled uniquely from other work; where the case must dynamically adjust during its execution; yet where there is risk associated with mishandling information, or otherwise deviating from defined policy and procedure.

Requires Multi-channel interaction, collaboration, tracking and reporting; typically event-driven rather than discovery-oriented; may also be PCM.


Top Priorities Realizable Through Dynamic Case Management

Service Requests in Case Management

Customer Record

Updated

New ServiceEvent

A Case is Opened

Customer Information is

Added

Interaction With Customer or Stakeholder

Success Criteria is Met

Case supporting the delivery of services or benefits for in an internal or external customer, from request to potential adjudication of third party payment.

New Employee or Customer On-Boarding, Help Desk, Benefits Administration; integration to back office systems and SORs is key.

Investigative Case Management

Investigation Concluded and

Recorded

An Event Occurs Which Launches an Investigation

A Case is Opened

Investigation Targets

Identified

Investigations Performed

Information is Collected and

Analyzed

Goal-driven cases focus on gather evidentiary data and information for the purpose of reaching a defined conclusion to a known event (conviction, etc.) or the discovery process for identifying possible event/violation.

Mobile access, task delegation and synchronization, data integration,very data-driven; Fraud, Waste, and Abuse; Claims Investigation; requires combination/balance of rules and autonomy (not PCM).

Knowledge-Driven:Applying Analytics DCM

A Library of Process Fragments Can Be Called on to Automate Mundane Tasks or

Regulated Processes

Analytics Are Run Against Case Data

An Event Occurs Which Launches an

Investigation The Case is

Completed When Criteria is MetA Case File

is Opened

Additional Investigation Steps are Identified and More Content Added to the Case

Analytics Help Define How the Case is Processed

Information is captured and

added to case

Prepare Document Process Evidence

Business Rules, Policies and Processes Are Run Against Case

Data

“Prescriptive Analytics”

Case Management Offers a Platform for Realizing Value From ‘Big Data’

From Transactional Data (Control) to Data-Driven (Visibility)

Adaptable Processes Driven by Analytics, Context, and External Events

Bridging Systems of Records and Systems of Engagement for End-to-End Process

Providing Transparency of Business Operations

Delivering the Ability to Measure Performance & Progress in Holistically, Across the Entire Process

Shift From Efficiency to Effectiveness

Metrics are Revenue vs Cost-Driven, Response Time and Customer Experience

Case Management Model and Notation (CMMN)

• OMG define Modeling Standard for Case Modeling

• Defines Metamodel of the Case and its Associated Classes

• A Case Consists of:– Case Plan Model

– Case File Model, and

– Set of Case Roles

• In January 2013 OMG published the first beta version; XSDs and XMI models available now online

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

Contact Nathaniel Palmer at: [email protected]

More Info on CMMN at:http://www.omg.org/spec/CMMN/

supporting knowledge workers with adaptive case management

Business

investigated

process instance

unstructured

knowledge

business rules

case folder

unstructured

case management