adaptive case management - capabilities for faster decisions
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© 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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
“The beginning of wisdom is a definition of terms”
Socrates
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© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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.
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
3. IM the expert 4. Not available, find
another
Instant-Msg (IM)
6. Email vendor
SCM
ERP
CRM SCM
ERROR
1. Log into three enterprise apps
7. Create personal reminder 8. Wait
Calendar
2. Find expert
Portal
5. Look up product info
External site
A day in the life of a frustrated worker…
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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.
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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
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© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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
© 2011 IBM Corporation
Industry Solutions Enterprise Content 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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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.
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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
© 2011 IBM Corporation
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
Demonstration
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
Differentiating Case Scenarios and Process Scenarios
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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.
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
25
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
© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
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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© 2011 IBM Corporation
Industry Solutions Enterprise Content Management
27
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
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