Digitizing Business OperationsSequence Case Management
1
www.pnmsoft.com
Sequence Case Management May 19, 2015. By Eli Stutz and James Luxford
Overview The goal of this white paper is to outline PNMsoft’s SCM (Sequence Case Management),
which is based on PNMsoft’s Sequence iBPMS (intelligent Business Process Management
suite). SCM is helping numerous PNMsoft customers to better achieve their goals and
transform their business.
Why Case Management?
As we enter the age of Digital Business, organizations are changing the way they work. Less
serial, “unskilled” processes are being performed by people, as systems take over automated
tasks. In 2015, 60% of occupations are classified as Non-routine as opposed to 40% Routine,
a complete reversal from the status in 19751.
As human work becomes more unstructured and specialized, experts are required to make
knowledge-based decisions in an ad hoc manner based on moment-to-moment conditions.
Increasingly, teams are adopting Case Management techniques which provide better
business outcomes for such scenarios. Case Management puts the focus on an entity called a
‘Case’, a logically connected construct which can be brought to a successful conclusion
based on a set of goals. Examples include a bank investigating a client, a highway
maintenance job, or remediation of a stuck order.
In Case Management, it is a Knowledge Worker who handles each case. The Knowledge
Worker is an intelligent subject matter expert who can make dynamic decisions based on his
1 Source: U.S. Census Bureau, Current Population Survey.
2
www.pnmsoft.com
judgement and experience. These decisions cannot be predicted beforehand and vary with
each case, and thus, the Knowledge Worker requires a system which assists and facilitates his
decision-making in the handling of each Case.
Case Management Solutions
A Case Management solution provides the Knowledge Worker with the following elements
to assist him in his work:
Case data and metadata
Processes, Tasks or Actions that can be applied to the case
Case Analytics and Charts
Communications with other stakeholders
Documentation and other files related to the case
An effective Case Management solution surfaces all the relevant case data, and gives the
Knowledge Worker the ability to manage the case smoothly using the elements above. This
framework maximizes the unique qualities of both the human and the system. The system
provides all the data and operational assistance required, and frees up the human to do what
he does best – making intelligent judgements based on expertise. The result for the business
is clear – the ability to handle each case in the optimal manner, which in turn results in
quality, profitability, time savings and the ability to excel in a highly competitive and rapidly
changing market.
Case Management Based on an iBPMS Platform
According to Gartner, a CMF (Case Management Framework) based on an iBPMS platform
has excellent potential to provide an organization with a solution that can maximize the
potential of Case Management. In particular, iBPMS-based CMFs channel the power of the
intelligent process and enable frequent changes to the system which are invariably required
in a fluctuating business environment.
At PNMsoft, our client base has begun to realize this potential. Using SCM our customers
create agile solutions can that easily be modified over time. This is possible due to Sequence
iBPMS’s model-driven, declarative architecture, and its unique HotChange® technology,
which provides an easy-to-use platform for citizen developers and IT teams to build and
change intelligent Case Management applications.
3
www.pnmsoft.com
SCM In this section, we’ll describe how organizations can achieve effective Case Management
solutions using PNMsoft SCM. We’ll describe the PNMsoft approach to Case Management
and highlight SCM’s features.
The PNMsoft Approach to Case Management
PNMsoft aims to provide its customers with Case Management solutions which provide the
most relevant information and tools to their Knowledge Workers, enabling them to handle
each case in an optimal manner and achieve their case goals quickly. This a Machine-Human
partnership, where the system assists and guides the human toward improved work and
results. In addition, the solution should be:
Easy to build
Easy to use
Easy to change
PNMsoft technology, architecture and methodology support building Case Management
solutions which meet and exceed the above criteria.
Case Technology that Works with Human Nature
Before a Case Management solution is introduced, styles of work may vary widely between
workers. Not every style may correspond with the way the organization believes work ought
to be done. As such, there are two types of approaches
that could be adopted:
1. Enable people to work the way they want to work
OR
2. Force people to work the way the organization
thinks they ought to work
The weakness with each of these approaches is obvious. In
1., users may be happy, but may continue to use non-ideal
work practises and miss business goals. In 2. the
organization may feel self-righteous, but its users will likely
reject the system as diverging too much from their comfort
zone.
To address this challenge, PNMsoft takes a third, more balanced approach:
3. Begin with the way people want to work, then guide them toward better work
practises.
This is a “Small Steps, Big Change” approach that progresses and improves over time. It is
made possible using PNMsoft’s HotChange® technology and Evolutionary BPM
methodology. See this article by PNMsoft CEO Gal Horvitz for more on this topic.
4
www.pnmsoft.com
In a Case Management solution, designing a solution that fits the Knowledge Worker’s work
style, but also guides him toward ever-improving work practises is of prime importance to
the business outcome. It is an approach which governs our entire project strategy, from
planning through implementation, and onward toward incremental improvement.
SCM Features
Case Management solutions built using SCM are rich, powerful, easy to use and easy to
modify. Here are some common elements and features of such solutions:
Case Dashboard
A Case Dashboard is the central command hub for Case Work. This dashboard provides all
the data and tools necessary for the Knowledge Worker to manage and handle cases
optimally. It also provides managers with tools to monitor, track and assign case work to
Knowledge Workers.
Case Management Dashboard
By default, the Case Dashboard can be easily assembled using configurable web parts in a
SharePoint portal. If SharePoint is not used or required, SCM web parts can be hosted in any
online web application or company portal.
One of the great strengths of SCM is the capability to aggregate all relevant Case data and
actions into Dashboards, and to create multiple Dashboard versions that are each
customized for different user roles.
The Case Dashboard can include some or all of the following elements:
Case Data and Metadata
Case workers have access to all the relevant data and metadata related to the case. The
challenge is to surface the information that will best aid workers to resolve the case
successfully, and to filter out other noise. Choosing what data to display (and what not to) is
a critical element of the solution.
5
www.pnmsoft.com
Dynamic Workflows and Tasks
Case workers can choose to perform any number of sub-workflows, actions or tasks on each
case, in order to bring the case to a successful resolution. The ability to create sub-workflows
for cases is inherent in SCM, and will be discussed further in the Architecture section below.
Case workers can dynamically assign sub-workflows and tasks to other users and teams.
Team cooperation on Cases turns SCM into a robust and collaborative Case Management
tool, as complex cases often require several people to be resolved successfully. This is
especially true when each person on the team has different strengths and expertise.
Dynamic Task Assignment
Using a Delegation wizard, case workers can delegate cases to other workers based on their
role, expertise and availability. Case workers can also rollback changes to cases if necessary,
and start afresh from earlier stages.
Analytics
It is simple for citizen developers to set up rich, visual charts and analytics, which can
become a central part of the Case Management Dashboard. Case workers can easily track
case KPI and quickly identify problems or trends.
6
www.pnmsoft.com
SCM Analytics
SCM includes the capability to create Intelligent Analytics which aggregate real time
Case data, and can trigger dynamic changes to the case, its workflows or dashboards
depending on changing conditions.
Documents
Thanks to SCM’s strong integration with SharePoint and other Document Management tools,
Case Workers can easily manage and view all Case-related documents in one or more
document library web parts. If required, solution designers can create document-related
workflows that are run based on changes to document libraries. Users can easily attach
documents and other case-related files to cases and their sub-entities.
Communications
In addition to standard case messages and notifications, SCM includes friendly social
collaboration features, which enable case workers to communicate freely about case
handing. These features include Q&A, Comments and a Case Wall.
7
www.pnmsoft.com
Case Wall
In addition, Case workers can dynamically send messages and tasks to other users, and
delegate case work as needed.
In SCM, case communications extend beyond people-to-people interactions and into the
world of smart devices and Internet of Things (IoT). SCM enables Case Workers to
collaborate with smart machines, to listen to and respond to Business Moments2, and handle
each case optimally in within an ecosystem that includes all relevant people and devices. See
this article on pnmsoft.com for more details.
Sub-Cases
In many projects, Cases require additional entities which are related to them. For example, a
major road infrastructure project can have several types of sub-projects related to it (see the
Customer Examples section below for more details). SCM enables Case solution developers
to easily create sub-cases and other sub-entities that are related to the case. Designers can
assign relationships (such as 1:n, n:1, n:n) between entities and define their data, rules and
interactions. On the Case Dashboard, end users can quickly add sub-cases and navigate
between them.
2 Architect Your Business to Sense, Respond and Create Business Moments’ by Betsy Burton, Gartner –
17 April, 2015
8
www.pnmsoft.com
Case Management Mechanisms
Users and managers require tools to manage and control cases, particularly in systems with a
high volume of cases. SCM enables case workers, managers and administrators to perform
the following type of actions to manage cases within the system:
Automated and manual case allocation
Batch import/upload
Prioritization of cases
Tracking individual cases through each stage of resolution
Provision of MI over entire case population
Manage assigning cases and case tasks per role and availability
Export of cases to external applications
Removal of abandoned cases
Advanced search, filtering and views
Portals
As mentioned above, SCM enables organizations to integrate their Case Management end
user interface within SharePoint or any other web application. In complex scenarios, the
solution can be set up across multiple portals internal and external to the organization, and
involve both vendor and customer-facing interactions.
Organizational Synchronization
SCM can be quickly synchronized with your organization’s structure (e.g. Active Directory),
enabling you to assign case roles and permissions, and take employee calendars and
availability into account. SCM includes multi-lingual and multi-time zone and currencies
support, enabling synchronized work across multiple geographies.
Versioning
SCM includes advanced versioning capabilities. Case Solution designers and administrators
can create and manage multiple versions of the application and determine which version is
active (live) at any point in time. Designers can make changes to live or inactive versions and
deploy versions from one environment to another using an import/export wizard. All of the
versioning capabilities are available within easy-to-use wizards and dashboards.
HotChange®
SCM is powered by a unique HotChange® technology which
provides the ultimate flexibility for both case application
designers and end users. Designers can quickly modify solutions
without derailing in-flight cases, and end users can make ad hoc
changes as they use the system. HotChange® means that the
Case Management solution can quickly adapt to changing
business requirements, improve over time, and enable the business to compete in a rapidly
changing market.
9
www.pnmsoft.com
Integration
SCM solutions can be quickly integrated with and involve a wide range of external systems
and protocols such as:
SharePoint
CRM (Dynamics CRM, Salesforce)
ERP (SAP, JD Edwards, Dynamics)
Oracle
Databases
Office 365
Web Services, WCF, OData
Smart Devices, IoT
Social Media Networks
…and more.
SCM Integration Connectors
Rapid integration is made possible with out-of-the-box wizard-based connectors, which
form an integral part of the SCM design interface. This means that Cases do not live in a
vacuum. Rather, Case Managers can view data from and interact with other organizational
(and extra-organizational) systems to best handle each case.
Mobility
Case Managers can handle cases on-the-go using SCM’s mobile end user portal, on tablets
and smartphone devices. This ground-breaking Case Management capability enables case
work in the field such as on-site inspection and investigation. SCM uses HTML5 technology
and is supported on all leading mobile devices.
10
www.pnmsoft.com
Cloud
SCM can be deployed in the Cloud or On-Premises according to customer needs. Our Cloud
Solution facilitates automatic software updates and quick deployments for clients and is the
primary choice for new projects as of last year. Case Management in the Cloud is a powerful
capability and we expect the demand for it to increase heading into the future.
Harmony
Harmony is a brand new PNMsoft module for collaboration between Business and IT teams
on Business Application development. Harmony can be use both for BPM and Case
Management applications, and it promotes rapid, coordinated development that keeps
stakeholders involved in the process.
Harmony is especially effective in designing Case Management solutions, since by nature,
case work is less structured and more complex than straight-forward process management.
As such, it requires a high level of collaboration between business stakeholders and IT teams
to create a solution which fits the need of the Case Management team and achieves the
business’s goals.
SCM Architecture This section describes SCM architecture, and the horizontal and vertical Case Management
frameworks provided by PNMsoft.
SCM Architecture
App Studio
PNMsoft SCM enables the rapid creation of intelligent business applications within a
powerful, user-friendly App Studio.
The App Studio includes out-of-the-box tools for both business users and advanced
developers to quickly assembly application components.
Case Solution designers can create case entities and sub-entities easily within the Visual App
Studio canvas, and define each entity’s data, metadata, business rules and relationships with
other entities.
UX Studio
The UX Studio is a powerful form building environment, which enables rapid creation of Case
forms and tasks by both citizen developers and advanced .NET programmers.
11
www.pnmsoft.com
UX Studio
Flowtime
SCM’s Flowtime is an out-of-the-box SharePoint end user portal that can be quickly
configured to meet the solution requirements using customizable web parts, lists, grids and
dashboards. Flowtime enables the rapid creation and modification of an effective Case
Dashboard.
Architecture
SCM’s modelling environment enables the creation of the case platform. This environment
incorporates a UX designer which is business-user friendly yet includes powerful IT tools, and
an intuitive flow designer that includes source control, debugging and validation.
SCM relies on Sequence’s Rule Engine and unique in-memory execution to drive complex
applications and dynamic execution.
SCM incorporates Sequence’s Form platform which built based on the MVVM pattern,
enabling a 360 degree view on the case. Instead of a single, static view, SCM provides a data-
driven and context-driven view, which enables the user to find the relevant information
needed to handle each case.
SCM applications are fully declarative which enables quick deployment of case management
solutions and speedy reaction to change.
12
www.pnmsoft.com
Horizontal Frameworks
SCM enables the creation of horizontal CMFs (Case Management Frameworks), providing a
base application which can be further customized for specific customer scenarios. These
frameworks are applicable to the following industries:
Customer Services
Financial Services
Telecommunications
Manufacturing
…and more
Vertical Frameworks
PNMsoft has built several vertical frameworks for its customers. These can be further
customized to meet client needs within the same industry. These frameworks are described
in the Customer Examples below.
Case Styles and Customer Examples
Case Styles
SCM supports all four types of Case Management styles:
Investigative
Incident Management
Service-request
Process-to-decision
These styles are referred to in the customer examples below.
Examples
Banking – Remediation
A global banking institution is using a SCM solution to enable bank analysts to facilitate the
remediation of a population of over 5000 entities. This solution includes a Case Management
dashboard where financial analysts can manage each case, view case data, perform ad hoc
workflows and additional operations on the case, and prioritize their work. Managers have
access to MI and reports on case work, and can track and reallocate work as needed. In some
cases, emerging information requires case workers to roll back previous actions. The system
facilitates the ‘turning back of the clock’ on the case, in order to handle it in the optimal
fashion, according to changing conditions and fresh data. The solution has resulted in better
management of a large volume of cases, 35% reduction in administration costs, and 40%
better accuracy on a case-per-case basis.
Case Styles: Investigative, Service-request
13
www.pnmsoft.com
Case Management - Banking
Financial Services – KYC
A leading IT systems provider for the financial services industry is using SCM to enable
Analysts to perform KYC (Know Your Customer) work on financial entities. The system
supports three different roles (Ops Manager, Team Leader, and Analysts) to handle entities
and tasks related to KYC. The Ops Manager decides what the teams will focus on each
day/week. The Team Leader manages and assigns work. Analysts initiate and manage KYC
tasks and requests. SCM enables the organization to create a rich Case Management portal
including a view of all cases in the system, and a Case Dashboard including case data,
metadata, analytics and sub-workflows that can be performed on each case, all within
SharePoint. This solution has enabled the client Analysts to save on average of 25 hours per
month and concentrate on improving efficiency and customer satisfaction.
Case Styles: Investigative, Process-to-decision
14
www.pnmsoft.com
Case Management – Financial Services
Road Infrastructure Project Management
A national Highways Agency is a government organization responsible for roads
infrastructure. The Agency is responsible for the planning, development and maintenance of
the national roads and motorways network. Construction of a new road or interchange is a
long term project consisting of sub-tasks based on multiple processes.
To meet the challenges of such a complex project, PNMsoft implemented a Case
Management solution. Project managers plan and execute major road projects using the
Project (case) entity. Using their discretion and experience, a project manager can add
various sub-entities to the main case including: road work, alternative routes, public
announcements of road detours, and project stages. Each of these sub-entities includes a
dashboard which enables the project manager to perform tasks and view data for the sub-
entity. In addition, road workers and contractors can perform their work by accessing the
system in the field on their mobile devices.
This solution has resulted in 25% reduction in time and money spent on road projects, 30%
less annual commuter hours lost, and 20% less safety incidents.
Case Styles: Incident Management, Process-to-decision
15
www.pnmsoft.com
Road Infrastructure – Mobile Case Management
Telecom – Order Resolution
A global Telecom is using SCM to resolve stuck orders. Resolution of a stuck order is non-
standard work which often requires expert decision-making and operations by knowledge
workers. The solution PNMsoft designed for the customer enables three different roles to
collaborate on and solve stuck orders. Each role, according to his expertise, can select from a
set of workflows to run on the stuck order in order to resolve it. Managers can easily track
and manage work, and allocate work to teams as necessary. The portal was quickly
customized to include all Case management elements necessary to assist these teams to
optimally handle their case work. Since going live, the client has seen 25% improvement in
time-to-resolution and 30% improved accuracy, and has opted to deploy the solution to
additional major global accounts.
Case Styles: Service Request, Incident Management
16
www.pnmsoft.com
Case Management – Global Telecom
Summary and Benefits In this white paper, you’ve seen how Case Management is an effective tool for Knowledge
Workers to dynamically handle unstructured work. We’ve demonstrated how a Case
Management Solution based on an iBPMS has the greatest potential to cope with changing
conditions. And we’ve shown how SCM, powered by unique HotChange® technology and
Evolutionary BPM methodology, provides the following benefits to PNMsoft customers:
Optimizes handing of complex cases
Maximizes the expertise and time of Knowledge Workers
Enables extreme flexibility and control of real time changes
Rapid to build, and easy to change to meet changing conditions
Encourages collaboration between teams (both on design and operation)
Surfaces relevant data and operations for case managers
Consolidates and harmonizes work between systems and teams
These benefits combine to help our customers to achieve a true business transformation. We
look forward to helping you transform your business. Here are your next steps:
Get a Demo of SCM at:
http://www.pnmsoft.com/technology/case-management-bpm/
Contact us for more information: [email protected]
17
www.pnmsoft.com
Business Processes in Motion™, PNMsoft™, PNMsoft Sequence™, PNMsoft SCE™, and HotChange® are trademarks of PNMsoft Ltd. All other trademarks are acknowledged to their respective owners.
PNMsoft at work - Sequence drives the mission critical business processes that power organizations including:
UK & EMEA
+44 (0) 1923 813 [email protected]
PNMsoft Ltd 38 Clarendon Road, WatfordHertfordshire WD17 1JJUnited Kingdom
USA & Latin America
+1 800 766 [email protected]
PNMsoft USA Inc 33 Wood Ave S, Suite #600, Iselin, NJ 08830, USA
Iberia & Africa
+351 21 121 20 [email protected]
PNMsoft Portugal Avenida Dom João II, Lote 1.06.2.5BEdifício Mar Vermelho Piso 41990-095 Lisboa, Portugal