1. “The business world has
always been unstructured,
it is the computers and
apps that were not.”
Adaptive Case Management:
Taming Unstructured Process Work for Today’s Knowledge Worker
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2. Adaptive Case Management:
Taming Unstructured Process Work for Today’s Knowledge Worker
Derek E. Weeks
Senior Director
BPM Corporate and Product Marketing
OpenText
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3. meet Bryan
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4. the IT Pro
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5. Bryan works here……
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6. his case management application was
getting long in the tooth…..
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7. 9 months ago, he faced three challenges…..
development change and user
time, requests, expectations…..
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8. 1/3 of the Bryan’s
internal clients will be
mobile workers by
2013
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9. in the next 5 years, new hires will barely
use email…..
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10. 1 in 12 on the planet use
Facebook.
(1 in 3 for Bryan)
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11. 68% of employees are on LinkedIn….
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12. 1 in 5 play an online social game…..
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13. 20% customize their homepage…..
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14. Bryan has been supporting old-style,
rigid, enterprise applications…
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15. his business has 290 resources are
working on cases…..
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16. Bryan
understands that
80% of knowledge
work is
unstructured…..
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17. the nature of their world has changed……
…what people want.
…the way we work.
…how businesses operate.
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18. The new app needed to be more flexible to
meet the needs and expectations of the
new iWorker..…
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19. meet Jenny
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20. the new iWorker
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21. Jenny also works here……
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22. but occasionally works here……
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23. her case work involves…
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24. the Claims Team is located here…..
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25. each case is unique…
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26. each work item is complex
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27. Jenny knows many of the rules and
policies….
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28. but is not an expert, so guardrails do
help…
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29. no assignment has a pre-determined
outcome…
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30. So Jenny found her way around working
within a large team, sometimes from a
remote location....
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31. but she would ask Bryan......
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32. about sharing case information,
understanding the rules, and serving
customers with urgent needs…
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33. let’s not forget Jenny’s boss Tom….
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34. Tom spends over 2 hours a day searching
for information and compiling reports…...
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35. business demands changed constantly…
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36. No insight into real time needs or
bottlenecks…..
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37. 9 months ago Jenny and Tom were using
these tools..…
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38. Bryan did his research…..
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39. Thanks to Bryan, today they use these
tools…..
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40. Jenny uses adaptive case management
to get her work done…..
Reviews images of the
customer policy on her
desktop
Content is presented in
context.
She verifies details of
the policy holder
Works through her
assigned task list and
adds notes to the case
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41. Jenny’s colleagues can
review the Case Folder
for anything related to the
case from start to finish
Everyone can see the
Documents list that
provides a complete
history of any document
sent to or received from
the case
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42. Jenny can create new tasks or add new
processes…..
without waiting for Bryan’s code changes…..
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43. on the road, Jenny is empowered and
never out of touch…
Add data, images or content
to a case, enabling her to
process work from anywhere.
Add collaboration posts and
then track them.
Find expertise immediately.
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44. Her colleagues can also
collaborate within in-
progress work folders and
view of any outstanding
tasks or documents
Any event feed or IM session
is integrated with the case.
Event feeds and
collaboration are displayed
in context
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45. and what about Tom?.....
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46. he now has visibility to everything his team
is working on…..
Track performance and SLA’s
to better understand how his
business is servicing
customers
See team backlogs and
escalated work items
Keep track of his own tasks
Follow and participate in team
discussions
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47. and Bryan?.....
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48. Bryan delivers solutions faster with out-of-
the-box user applications….
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49. Bryan Jenny is keeping Tom has better
eliminated the customers visibility to his
tug of war….. happy….. business…..
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50. Adaptive Case Management (ACM) works
the way we want to…..
Dynamic and Content People Intelligence Collaboration
Structured
Process
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51. ACM needs to be collaborative
Social Computing
• Connect participants
• Empower participants
• Keep processes relevant
Communications Context
• Voice, text, messaging • Process context
• White-boarding, app sharing • Case and content context
• Presence • Participant context
Process Participant
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52. ACM needs to address structured and
unstructured work
High Structure Low
Predefined & repeatable Process pattern Ad hoc & evolutionary
Efficiency & scale Objective Problem resolution
System Creation Investment Enabling iWorkers
Data entry Example Contract Creation
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53. ACM needs to deal with business as it
happens…..
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54. ACM rethinks how work gets done…..
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55. After 110 years with a paper-
based claims process,
Physicians Mutual went
paperless in 2010.
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56. Loan exception reporting
and reviews were reduced
from 7 days to seconds.
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57. Claims processing time
dropped 13% in first quarter.
No increase in staff for 5 years,
during 100% business growth.
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58. UNICOR consolidated 5
systems into one, eliminated
daily printing of 20K
documents, and streamlines
work based on roles/skills.
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59. we have a broad range of ACM customers…..
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60. who are applying ACM and where….
FS/Banking Insurance Government Retail/Manufacturing
Account Opening & New Business, Finance and Admin Order-to-Cash (Dispute
Servicing (IRA, ISA, etc), Underwriting & Enrollment (Permits, Taxes, Child Resolution, etc), Product
Account disputes, Support,etc) line management and
approval
Merchant Services, Mutual Claims Processing, eGovernment eFiling Procure-to-Pay (Trade
Fund Record Keeping Appeals and Grievances and Inquiries, Citizens Spend capture & Supply
Services Management)
Loan Processing, mortgage Customer eJustice for Courts Casefile Product line management
processing, Service/Exception Handling Management, Redaction and approval
Workforce Management Correspondence Law Enforcement, DNA Workforce Management
Management, Policy Offender Tracking,
Change Management Automatic Weapon
Lifecycle Tracking
Compliance, Exception Compliance, Exception Compliance, Exception Compliance, Exception
Handling Handling Handling, Air Quality Handling, Air Traffic Control
Control, Endangered Beacon Maintenance
Species Tracking
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61. 10 Years Deep Roots in
Persona-
Case
Management + Process and
Document + based BPM
innovation
Experience Management
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62. Where did Bryan learn more about Case
Management?…..
…visit the case management …download Forrester’ s 2011
…get the free eBook at
resource center at case management wave from
http://bit.ly/ACM_book
http://bit.ly/ACM_Resource http://bit.ly/ACM_Wave
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63. Thank
You
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