Setup and Maintenance Factors of Adap3ve Case Management Systems - AdaptiveCM2013
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Transcript of Setup and Maintenance Factors of Adap3ve Case Management Systems - AdaptiveCM2013
Setup and Maintenance Factors of Adap3ve Case Management
Systems Thanh Tran Thi Kim 1
Max Pucher 1 Jan Mendling 2
Christoph Ruhsam 1
1. ISIS Papyrus Europe AG {thanh.tran,max.pucher,christoph.ruhsam}@isis-‐papyrus.com
2. WirtschaMsuniversität Wien, Ins3tute for Informa3on Business [email protected]
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Content
• Mo3va3on
• Approach: Adap3ve Case Management
• ACM concepts
• ACM setup and maintenance factors
• Contribu3on – performer process crea3on
• Discussion
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BPM -‐ prescrip3ve ACM – goal oriented
Mo3va3on
• The effort of analyzing a process and all poten3al variants
for unstructured processes and knowledge work.
• Monitoring and improving the implemented processes
• BPM focus is automa3on high-‐volume, low-‐value processes
• ACM is focused on low-‐volume, but high value work
• Our approach is organized around defining goals and rules. 4
ADAPTIVE ERP BPM social media
© 2011 Max J. Pucher 5
repe33ve exploita3on emergent innova3on
KNOWLEDGE PEOPLE
AUTOMATION PROCESS
cost -‐ reliability innova3on -‐ outcome
SPECTRUM OF WORK PROCESSES
low value, high volume high value, low volume
ACM enable consolida3on and learning
ERP CRM social media
© 2011 Max J. Pucher 6
repe33ve exploita3on emergent innova3on
KNOWLEDGE PEOPLE
AUTOMATION PROCESS
cost -‐ reliability innova3on -‐ outcome
SPECTRUM OF WORK PROCESSES
low value, high volume high value, low volume
Approach: ACM • Preliminary setup creates backend data and content
interfaces, user authoriza3ons, and sample library.
• Allows users to add and modify work tasks at run3me to
handle unpredictable events while working towards goals.
• Allow BPM-‐like flow-‐diagrams, where required for specific
mandatory process fragments or for orchestra3on.
• Enable performers to set new process goals, add tasks, add
rules, add performers and save result as new template.
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Business Architects
Process Analysts
Developers
Process Owners Performers
IT Opera3ons
Governance
Skills Experience
ACM Setup Library
Process versus Evolu3on
© 2011 Max J. Pucher 8
EMPOWERMENT
ACM Concepts and Structure
Contract Contract Proposal
Content
Customer Database
Entities
Goals
Authorization Policy
Rules
Library
Tasks
User Interaction
Cases
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ACM Ontology
© 2012 Max J. Pucher 10
Source: Papyrus Inbound/Outbound Concept 2001
ACM: Goal-‐Oriented Cases
© 2012 Max J. Pucher Customer Experience 11
ac3vity & people skill
case goals
customer outcomes
service rating customer buys
op3onal alterna3ves
embedded rules
web interaction partner contact call center customer in shop
WORK FLOW VERSUS ADAPTIVE PROCESS
USERS CREATE ACTIVITIES INTERACTIVELY FROM ELEMENTS IN A TEMPLATE.
Requirements Planning Implement Review
Complex requirements gathering.
Process flowcharts, excep3ons, events
interfaces, GUI, rules and content coding
Complex changes have to be reviewed/tested.
Templates Actors
user defined
innova3on
User create templates and can also change the process on the fly.
improvement cycle
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REPOSITORY METADATA ACTIVITIES CONTENT RULES GUI
ADAPTIVE PROCESS INNOVATION PROJECT MANAGEMENT, VERSIONING, DEPLOYMENT, ENACTMENT, INNOVATION
docs service Legal
copy invoice
© 2010 Max J. Pucher ACM and Innova3on 13
Architecture
Actors
train CA
SES
content goals
en33es rules
recommen
d
User-‐Trained Agent
process template
verify
Process Owner
need
s
receive applica3on
review & approve risk
sign off & customer signature
handle financials
create policy, update app, archive copy
print & send policy
to customer
STUDY: CONTRACTS NEGOTIATION
© 2012 Max J. Pucher 14 Adap3ve Process
CONTENT STATE
docs service Legal
copy policy
ACM Setup and Maintenance
Domain Setup
Ad-hoc Elements
Domain Templates
ACM Administrator
Maintenance
ACMbase system
Business GUI
Admin GUI
Installation
Data Objects
Repository
ACM Consultant
create reuse
create
create
UTA learn
Knowledge Worker extend
Goals driven by
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Scenario Service Contract Management (SCM)
Contract
Contract Proposal Authorization
Policy
Service
Support team Consultant
Customer Database
Contract Manager
Contract Acquisition
Receive a Service Request
Define Services
Compose a Contract
Negotiate with Customers
Approve a Contract
Contract Execution
Execute Services
Contract Maintenance
Audit a Contact
Report a Contract
Renew a Contract
Customer
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Discussion
• Ques3on 1: The authors demonstrate setup and
maintenance factors using ACM. What are the
experienced benefits and differences?
• Ques3on 2: Differences to various ACM solu3ons and
classical BPM implementa3ons?
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