Business Process Management

Patterns Primer

12/15/09

David Champeau - ECM Consultant

Business Process Management Patterns◦ Case Management◦ One and Done◦ Author / Review / Approve / Publish

Introduction

Case Management defined◦ Gather information◦ Perform investigation◦ Render decision

Examples:◦ Open bank/brokerage account◦ Life insurance policy underwriting◦ Auto accident claim processing

Paradigm◦ Folder

Business Process Patterns

Gather Information◦ Managed by a knowledge worker, information

worker, specialist, case manager◦ Folder is managed by the KW and routed to

experts for input, opinions, assistance Investigations:

◦ Credit, fraud, suitability Render Decision

◦ Rules based◦ Management levels required

Business Process Patterns

Case Management◦ Well defined document types◦ Scanning operations to capture documents

particularly for “old” business processes like life insurance policies

◦ Manage the folder◦ Combination of collaboration and sequential

business processes

Business Process Patterns

One and Done◦ Form, document or letter◦ Single or small number of pages

Examples:◦ Address change◦ Beneficiary change

Paradigm◦ Document

Business Process Patterns

One and Done◦ Processed like an assembly line

Use technology to speed processing◦ Use of forms allows for use of better technologies

like OCR, ICR, etc. Build for the rule not the exception

◦ If automation improves processing quantity and quality of 80% deal with the other 20% in exception processing

◦ Building for exceptions costs big $

Business Process Patterns

Author / Review / Approve / Publish◦ Forms and/or documents

Examples:◦ Newsletter◦ Travel Expenses◦ Technical manuals

Paradigms◦ Form(s) with or without attachments◦ Collaboration in the Authoring stage

Publish step can be optional and will be very different from one business process to another

Business Process Patterns

Author Step◦ Different types of “authoring”

Single user Collaboration within a team Multiple authors, multiple articles

Review Step◦ Single or Multiple reviewers◦ Sequential or parallel reviews

Business Process Patterns

Approval Step◦ Single or Multiple approvals◦ Sequential or parallel approvals◦ Use rules or rules engine to determine flow

Business Process Patterns

Publish Step◦ Takes many forms

Publish a newsletter Publish a document for the masses Write a check for a payment

◦ Use publishing technology to transform approved content for publication HTML PDF

Business Process Patterns

Technology mixing◦ Author /Review / Approve / Publish not only

crosses many horizontal boundaries but may require different technologies along the way SharePoint or Quickr for Authoring ECM / BPM for Review and Approve WCM for Publish

Business Process Patterns

Simple Example

Author Review Review Publish

Different variations of same model

Author Review2 Approve Publish

Review1

Review3

Parallel Reviews and/or Approvals

Different variations of same model

Author2 Review Approve Publish

Author1

Author3

Multiple Authors collaborating

All content is part of a business process Something launches the business process

◦ Document◦ Form◦ User decision

Content and Business Process Management