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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 jan.mendling@wu.ac.at 1 Content •  Mo3va3on •  Approach: Adap3ve Case Management •  ACM concepts •  ACM setup and maintenance factors •  Contribu3on – performer process crea3on •  Discussion 2 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 SPECTRUM OF WORK PROCESSES emergent innova3on repe33ve exploita3on ADAPTIVE ERP BPM KNOWLEDGE AUTOMATION PROCESS PEOPLE cost -­‐ reliability low value, high volume © 2011 Max J. Pucher innova3on -­‐ outcome high value, low volume 5 social media SPECTRUM OF WORK PROCESSES emergent innova3on repe33ve exploita3on ACM ERP CRM enable consolida3on and learning KNOWLEDGE AUTOMATION PROCESS PEOPLE cost -­‐ reliability low value, high volume © 2011 Max J. Pucher innova3on -­‐ outcome high value, low volume 6 social media 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. 7 Process versus Evolu3on Business Architects Governance IT Opera3ons ACM Setup Library EMPOWERMENT Process Analysts Developers Skills Process Experience Performers Owners © 2011 Max J. Pucher 8 ACM Concepts and Structure Contract Contract
Proposal
Content
Policy
Tasks
Goals
Library
Authorization
Rules
Cases
Customer Database
Entities
9 User Interaction
ACM Ontology Source: Papyrus Inbound/Outbound Concept 2001 © 2012 Max J. Pucher 10 ACM: Goal-­‐Oriented Cases case goals web interaction
op3onal alterna3ves © 2012 Max J. Pucher customer outcomes customer buys
service rating
partner contact
call center
customer in shop
embedded rules ac3vity & people skill Customer Experience 11 WORK FLOW VERSUS ADAPTIVE PROCESS improvement cycle Requirements Complex requirements gathering. Planning Process flowcharts, excep3ons, events Implement interfaces, GUI, rules and content coding Review Complex changes have to be reviewed/tested. user defined USERS CREATE ACTIVITIES INTERACTIVELY FROM ELEMENTS IN A TEMPLATE. innova3on Actors User create templates and can also change the process on the fly. Templates 12 ADAPTIVE PROCESS INNOVATION PROJECT MANAGEMENT, VERSIONING, DEPLOYMENT, ENACTMENT, INNOVATION REPOSITORY Architecture process template al Legdocs service copy invoice
verif
y train
Process Owner User-­‐Trained Agent © 2010 Max J. Pucher en33es rules needs METADATA ACTIVITIES CONTENT RULES GUI CASES content goals recommend Actors ACM and Innova3on 13 STUDY: CONTRACTS NEGOTIATION print & send policy to customer receive applica3on CONTENT STATE create policy, update app, archive copy al Legdocs service copy polic
y sign off & customer signature handle financials © 2012 Max J. Pucher review & approve risk Adap3ve Process 14 ACM Setup and Maintenance Goals
Maintenance
Ad-hoc
Elements
Business GUI
create
UTA
learn
Domain
Templates
ACM Administrator
create
Data
Objects
driven by
create
extend
Knowledge Worker
reuse
Domain Setup
Admin GUI
ACM Consultant
Repository
Installation
ACMbase system
15 Scenario Service Contract Management (SCM) Receive a Service
Request
Negotiate with
Customers
Compose a
Contract
Approve a Contract
Contract Proposal
Contract Manager
Customer Database
Authorization
Define Services
Contract Acquisition
Execute Services
Service
Contract Execution
Audit a Contact
Policy
Contract Maintenance
16 Customer
Renew a Contract
Report a Contract
Consultant
Contract
Support team
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? 17