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
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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
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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
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3Martin Böhringer, Chemnitz University of Technology
Agenda
• Ad-hoc Processes• (Emergent) Case Management• Possible Solution: Activity Streams• Conclusions
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4Martin Böhringer, Chemnitz University of Technology
The problem
“Knowledge worker productivity is the biggest of the 21st century management challenges.”
Peter Drucker
Where is BPM in this picture?
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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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6Martin Böhringer, Chemnitz University of Technology
Current discussions
Recently, BPM discusses Case Management as solution for ad-hoc processes
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7Martin Böhringer, Chemnitz University of Technology
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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8Martin Böhringer, Chemnitz University of Technology
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
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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
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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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11Martin Böhringer, Chemnitz University of Technology
Example Twitter
(Links to) Artifacts
(Documentation of) Activities
Hashtags as Case Identifiers
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12Martin Böhringer, Chemnitz University of Technology
Example Facebook
(Links to) Artifacts
(Documentation of) Activities
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13Martin Böhringer, Chemnitz University of Technology
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
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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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15Martin Böhringer, Chemnitz University of Technology
Example: „extended“ Twitter
(Documentation of) Activities
Hashtags as case identifier
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16Martin Böhringer, Chemnitz University of Technology
Example: Salesforce Chatter
(Links to) Artifacts
(Documentation of) Activities
Built-in case support
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17Martin Böhringer, Chemnitz University of Technology
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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18Martin Böhringer, Chemnitz University of Technology
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
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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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20Martin Böhringer, Chemnitz University of Technology
Thank you!
Martin Böhringer
http://twitter.com/boehr [email protected]
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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?