adaptive case management - capabilities for faster decisions

© 2011 IBM Corporation

Industry Solutions Enterprise Content Management

Adaptive Case Management -Capabilities for Faster Decisions

Tayo Runsewe ECM Solutions IBM Canada

Chris Pinnell ECM Client Solution Professional IBM Canada



“The beginning of wisdom is a definition of terms”

Socrates

2



Case management - A method or practice of coordinating work by organizing all of the relevant information into one place — called a case. The case becomes the focal point for assessing the situation, initiating activities and processes, as well as keeping a history record of what has transpired. - AIIM

– Production Case Management

• High degree of variation

• Fixed processes for each situation

• Eg. Healthcare, Social Services, Justice

– Adaptive/ Dynamic Case Management

• High degree of unpredictability

• Unknown outcomes

• The “What” is defined, the “How” may not be

• Content Rich - Decision Centric

• Eg. Loan Application, HR on-boarding, Credit Card Dispute Process

– Business Process Management (BPM)

• High Transaction volume, system to system

• Highly predictable

• Few exceptions

• Data Rich - Process Centric

• Eg. Automatic Payment Processing, Airline Ticketing Portal ie Orbitz 3



4 4

What is a case?

information

people process

Case Management

• Request for a service by a customer, employee or citizen

• Requires information/artifacts

• Has a flow of work – structured, unstructured, and unknown

• Has a lifecycle, phases, or states

• Involves one or more case workers, knowledge workers, or subject mater experts

• Needs to be provide visibility both real-time and historically



5

Why take a “Content Centric” Approach

Traditional applications are built by modelling business functions

without regard to the larger “flow of work” and without consideration

for knowledge management and content control issues.



3. IM the expert 4. Not available, find

another

Instant-Msg (IM)

6. Email vendor

SCM

Email

ERP

CRM SCM

ERROR

1. Log into three enterprise apps

7. Create personal reminder 8. Wait

Calendar

2. Find expert

Portal

Email

5. Look up product info

External site

A day in the life of a frustrated worker…



The single greatest indicator of a successful business application and the

underlying process design is:

The inverse percentage of users that create

Work-arounds in order to get their job done.

In other words 100% success equals NO work-arounds.



20

% stru

cture

d

20% structured

Why are desired outcomes difficult to achieve? Critical business outcomes are driven by all types of processes and information

Unpredictable

Unstructured

Info

rmat

ion

Predictable

Structured

Processes*

*Sources : Gartner BPM Summit London March 7, ’11 – Janelle Hill keynote presentation; IBM Research; and various IBM and public studies.

Sweet Spot

Case Management is critical to an

increasing workload



Case Management The Integration/Synergy of Multiple Platforms

The “next generation” of case

management requires a unique

combination of multiple

platforms….

With solution capabilities specific

to rapidly developing and

deploying case-style

applications

9



Selected Industry Patterns by Case Management Categories Case Management is Applicable Across All Industries

Anywhere in your organization that deals with: disputes, investigations, incidents, inquiries, complaints, contracts, exceptions, adverse actions, claims, fraud, negotiations, resolutions, escalations, research, audits, intervention, customer satisfaction, coordinated care or case management



12

Some Components of IBM’s Advance Management Platform Simplifying the delivery of case-based solutions

Integration

Workflow Content

Rules

Collaboration & Social

Events Monitoring

Analytics

Case Management

Delivers optimized case outcomes

Supports dynamic, runtime work management

Delivers trusted information to the case – structured or unstructured

Manages and governs entire case lifecycle

Provides the line-of-business with tools to rapidly deliver case-based solutions



13

Case worker user experience

Role-based and personalized End user gets exactly the information they need to progress the case

Flexible and extensible Can be configured to meet unique business requirements

Provides deep context for case work No more disjointed jumping between application Brings people, process and information together to drive case progression and better outcomes

Bottom line: A case worker has all the information they need to improve case outcomes



14

Rapid application case design for the business

Easy to use, “Interview Mode” (wizard-driven) Case designer allows a business user to very quickly build a solution

Comprehensive across case assets Case designer can provide 3600 view of case

Leverage templates for a fast start Represent industry best practices

Significantly shortens time-to-value for case-style applications

Bottom line: Deliver end users the solution in a fraction of time of other approaches



Powerful Analytics for Better Case Outcomes

Case Analytics

Structured Unstructured Real time Persisted

• Comprehensive reporting and analysis Gives case managers visibility across all information types to assess and act quickly

• Real-time dashboards Understand issues before they become a problem

• Unique content analytics for discovering deeper case insight to understand business impact

Discover patterns, trends and insights across cases

Bottom line: Case managers need insight in order to impact results, and integrated analytics help organizations understand the impact of case loads.



16

Why IBM Case Manager is different …

“Next-generation case management requires a different mindset… this new case management will be a huge departure from the workflow/imaging solutions of old and will be based on predictive analytics, business rules, and social collaboration, in addition to core BPM and ECM functionality.” — Forrester

“IBM … has pushed the envelope with its case management solution, IBM Case Manager. Combining document management with robust social, collaboration, and communication capabilities, IBM has integrated a broad array of functionality from its software portfolio to provide a unique business solution. In the end, the whole suite offers far more value than the component parts.” — Rob Koplowitz, Forrester

“With this new case management offering, IBM moves the vision forward by making a reality that you'll be able to buy and implement.” — Rob Koplowitz, Forrester




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Improve customer service

Speed delivery

How IBM case management can help customers

Improve case outcomes

Improve information accuracy

Manage risk Assure best practices

Foster collaboration

“We need to treat business processes as assets. If you have ownership of your processes and manage them, you get a better return.” Rusty Williams

CIO Good Samaritan

Create competitive differentiation

Reduce errors

Reduce costs © 2011 IBM Corporation



Demonstration



There are literally dozens of business processes in your organization that

can benefit from Adaptive Case Management tools.

Capture and leverage key business information and metrics as a by-product

of employees doing their work

Create systems and applications that require zero work-arounds

Enable your employees don’t frustrate them.

IBM leading Adaptive Case Management Platform provides fast time to

value and reduces operational, and corporate risk

Summary and Opportunity



Differentiating Case Scenarios and Process Scenarios



23

What is the difference between a case and a process?

Business

Situation

Pre-modeled

Process Flow

Pre-modeled

Data Flow

Involvement

of Humans

Activity

“Scheduling”

Documents and

Content Objects

Quality of Service

Process Predictable

and

repeatable

Fully modeled

process flow,

possibly

simulated and

debugged.

Fully modeled

data flow, part

of simulation and

debugging

Possible Activities are

typically

scheduled by

process engine,

only in

exceptional cases

can human

influence that

schedule

Possible to include

via document

references and folder

references

Broad spectrum from

highly automated

straight-through

processes to human-

centric processes

Transactional

integration of services

and backends

Large number of

instances.

Case Unpredictable

and ad-hoc

Only tasks

modeled,

possibly some

activity

dependencies.

No task to task

choreography

No explicit data

flow, data is

contained in

documents and

content object

metadata stored

in a document

repository

Always Case activities

are typically

enabled by

content events

and scheduled

by humans

participating in

case (within

constraints if

modeled).

Always Targeted to knowledge

worker interaction with

document and content

objects.

Number of instances

limited by knowledge

worker handling capacity.



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Modeling Cases vs. Modeling Processes

Case models

Focus on what the knowledge worker needs

Describe what needs to be done, not on how it should be done

Ad hoc, unpredictable sequence of activities

Define the tools for knowledge workers to solve a repeatable business problem

Recognize that every case varies to some extent

BPM models

Focus on the process activities and their sequence

Describe how the process should be done

Well defined sequence of activities

Define how a computer system should solve a repeatable business problem

Should ideally be fully modeled beforehand



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The Process Spectrum

Informal Process

(email, IM, phone)

Case Management

Modeled using activities

(~ BPMN activities)

System has full control over the process

Human has full control over the process

Process history important for auditing

No modeling

Documents and recordings are

critical to justify decisions



Executive

Management

Customer

Service

Risk Management

Teams

Finance

and Ops

Account

Administration

• Modeling

• Monitoring

• Automation

• Governance

• Optimization

• Rules

• Information

• Cases

• Events

• Integration

• Collaboration

• Analytics

The essential BPM capabilities BPM includes both case and process scenarios

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For Prospective IBM Customers

Position IBM Business Process Manager as IBM’s strategic offering for BPM

Position IBM Case Manager as IBM’s strategic offering for case management requirements

Both offerings are important entry points to IBM’s Software for Business Process Management