using enterprise activity streams to provide a case management solution
DESCRIPTION
Presentation at the workshop "Business Process Management and Social Software" on our new Enterprise Activity Streams project.TRANSCRIPT
1Martin Böhringer, Chemnitz University of Technology
Emergent Case Management for Ad-hoc ProcessesA Solution Based on Microblogging and Activity Streams
Martin Böhringer
Chemnitz University of TechnologyBusiness Information Systems Research GroupProf. Dr. Peter Gluchowskihttp://tu-chemnitz.de/wirtschaft/wi2 http://twitter.com/boehr
2Martin Böhringer, Chemnitz University of Technology
About me
http://upload.wikimedia.org/wikipedia/commons/c/c6/Europe_%28orthographic_projection%29.svg
Chemnitz University of Technology
PhD Student since 2/09Business Information Systems
Focus on Social Software for the Enterprise
3Martin Böhringer, Chemnitz University of Technology
Agenda
• Ad-hoc Processes• (Emergent) Case Management• Possible Solution: Activity Streams• Conclusions
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The problem
“Knowledge worker productivity is the biggest of the 21st century management challenges.”
Peter Drucker
Where is BPM in this picture?
5Martin Böhringer, Chemnitz University of Technology
vs.
Left: http://en.wikipedia.org/wiki/File:Final_assembly_3.jpg Right: TheImageGroup http://www.flickr.com/photos/theimagegroup/369893824/sizes/m/in/photostream/
“classic” BPM knowledge work
holistic BPM
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Current discussions
Recently, BPM discusses Case Management as solution for ad-hoc processes
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Case Management
• No common understanding of the term• Forrester: „A highly structured, but also
collaborative, dynamic, and information-intensive process […]. […] the case folder would include all the documents, data, collaboration artifacts, policies, rules, analytics, and other information needed to process and manage the case”
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Towards a Framework
• Case Management rethought– What is the goal?
• Supporting the execution of less structured processes
– Who is the user?• Mainly Knowledge Workers
– What does their work consist of?• Knowledge-intensive Activities
– What are artifacts of their work?• Documents• Actions in Legacy Information Systems• Information nuggets, communication
9Martin Böhringer, Chemnitz University of Technology
(Emergent) Case ManagementEmergent Case Management
Users
Activities and ArtifactsInformation Systems Cases
are assigned to
are re-presented in
use define
create/ execute / work on / collaborate on...
Activities
Artifacts
ERP
Wiki
CRMWMS
Microblogging
Blog
Face2Face
A
B
D
C
10Martin Böhringer, Chemnitz University of Technology
Case Management and Social Software?
• Suggestion: – Social Software tools could support Case
Management functionality– Or even: Social Software tools already provide
some kind of Case Management Microblogging and its successor Activity Streams
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Example Twitter
(Links to) Artifacts
(Documentation of) Activities
Hashtags as Case Identifiers
12Martin Böhringer, Chemnitz University of Technology
Example Facebook
(Links to) Artifacts
(Documentation of) Activities
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Relation to Case Management?Emergent Case Management
Users
Activities and ArtifactsInformation Systems Cases
are assigned to
are re-presented in
use define
create/ execute / work on / collaborate on...
Activities
Artifacts
ERP
Wiki
CRMWMS
Microblogging
Blog
Face2Face
A
B
D
CActivity Stream
Annotation to stream entries
Included in the stream
14Martin Böhringer, Chemnitz University of Technology
Example: „extended“ Facebook
Stefan created a new invoice.Stefan created an invoice for customer Testcompany for 23,000.00$. http://intranet/easlink23asd9
on my way to NY to visit out customer Testcompany.
@peter could you please have a look at the draft of our sales presenation? You find it at http://intranet/easlink9dsf83a
Martin created a new presentation.Stefan created the presentation „Sales presentation for Testcompany. http://intranet/easlink2390d6
(Links to) Artifacts
(Documentation of) Activities
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Example: „extended“ Twitter
(Documentation of) Activities
Hashtags as case identifier
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Example: Salesforce Chatter
(Links to) Artifacts
(Documentation of) Activities
Built-in case support
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Towards Enterprise Activity Streams
• Our goal: build and test an Enterprise Activity Stream system with integrated support for Case Management
• Current work packages:– Extending activitystrea.ms protocol for Enterprise Activity
Streams (started)– Building a middleware for activity extraction and
management (started)– Building a frontend for Case Management based on
Enterprise Activity Streams (planned)– Test Case Management with Activity Streams in real life
scenarios
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Challenges
• Integrate in legacy systems, capture all activities in the enterprise
• Lots of distributed „activity providers“• Privacy and rights management• Front-end design to avoid information
overflow
19Martin Böhringer, Chemnitz University of Technology
Conclusions
• Enterprise activity streams will be in the market in 2011– Salesforce Chatter– Yammer‘s new version– Socialcast Ease (Enterprise Activity Stream Engine)
• 2 options for BPM to benefit:– Case Management Tools include EAS functionality– BPM community adopts EAS systems for Case
Management
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Thank you!
Martin Böhringer
http://twitter.com/boehr [email protected]
21Martin Böhringer, Chemnitz University of Technology
BPM & Activity Streams
Business Process Management
Ok, we support Ad-hoc processes with Activity Streams. But where is the
Management part?
Tag analysis and gardeningSetting culture and rulesSupporting emerging structures and special needs with botsCombining EAS with Process Models?