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IBM BPM Case Manager for knowledge workers

IBM BPM Case Manager for knowledge workers

  1. 1. © 2015 IBM Corporation Session BEK-4148 Empowering Knowledge workers with IBM BPM Case Management Chandra Shekar, Senior Product Manager, Smarter Process Product Manager Dieter König, IBM Senior Technical Staff Member, Business Process Management
  2. 2. Agenda What the market is telling us about knowledge work 1 How IBM BPM Case Management Addresses Knowledge Work 2 IBM BPM Case Management Key Concepts 3 Case Studies 4
  3. 3. A shift to reinventing business processes to revolve around customers – called Customer Centricity Yesterday: Tellers just execute transactions Today: Tellers become financial consultants
  4. 4. Knowledge worker needs flexibility with processes, right information at right context. Do your knowledge workers have the right tools? Customer Relationship Managers want to distribute the work to improve productivity and track the status of each work item. Customs officers How many investigations did we close this year? Insurance underwriters need 360 degree view of all the tasks, data and related Policies Loan officers need the flexibility to determine the next step to progress this loan application. Knowledge workers: Flexible processes with the right level of rigor enable experts to act on new information The nature of work is changing: Knowledge workers are everywhere
  5. 5. System Enables the entire process electronically without re-keying or manual interventions. SME  Human intervention to execute a task decided by the process model.  Collaborates with other workers Knowledge Workers  Responsible for “job” (case, task, or combo)  Triggers ad-hoc activities in response to business conditions  Monitor process performance  Leverages content in context Automated straight-thru processing Procedural, task-based work Dynamic, goal-driven work; case System Centric BPM  Process Model to orchestrate system touch points  Business rules and events to drive behavior  Focused on integration Human Centric BPM  Process Model to orchestrate System & human touch points  Simple responsive UIs for human participation  Focused on Human participation & collaboration Case Centric BPM  Process Model to define a Case and orchestrate Adhoc tasks  360⁰ view of a Case  Focused on getting work done for a specific business purpose Customer Centricity Requires a full Spectrum of Work Styles
  6. 6. Work Styles Focusing on Output and Outcome Ordered Sequence of Activities Some Unordered (Ad-hoc) Activities Some Activities with with Ordered Steps Unordered Set of Activities Process Model Knowledge Worker Output & Efficiency-focused Outcome & Goal-focused Repeatability & Predictability Repeatable & Predictable Non-Repeatable & Unpredictable Next Step Determined By
  7. 7. What is a BPM Case?
  8. 8. IBM’s Point of View BPM Case is …. a collection of tasks to be done to accomplish a specific business goal (like create a policy, manage a dispute etc.). These tasks may be driven by knowledge workers or completely automated or mix of both… BPM Case Management or Case Centric BPM is …. a BPM platform that supports BPM Case process styles or BPM Case work patterns. BPM Case work patterns are fluid and adhoc and involves people, information (structured & unstructured), devices, processes to accomplish a specific business goal.
  9. 9. New Application Business Event Policies / Rules ProcessesTeams & Governance Ad-hoc steps “in the business moment” Goals & Objectives Related Cases Customer Service Invoice Reconciliation Teams Finance & Ops Account Administration Business Data Collaboration Case History BPM Case Content
  10. 10. An example of blending Forms-based Guided navigation Digitalized process Rule-driven Case management Ad-hoc different styles of work Structured work, unstructured work – all in IBM BPM
  11. 11. An example of blending different styles of work Structured work, unstructured work – all in IBM BPM
  12. 12. Agenda What the market is telling us about knowledge work 1 How IBM BPM Case Management Addresses Knowledge Work 2 IBM BPM Case Management Key Concepts 3 Case Studies 4
  13. 13. BPM Case Capabilities  Case Structure  Views  Search  Case Relationships  Integration to FileNet ECM
  14. 14. BPM Case Structure  Properties  Behavior  Data  Folder  Activities Case Activity (1:n) Human Task Linked Process Subprocess Properties Behavior Data
  15. 15. Tooling - Web-based Case Editor Case/Document Type Editor
  16. 16. Case Editor – General Similar for Cases and Processes Document properties are mapped to case variables New document creates new case
  17. 17. Case Editor – Activities – General Required vs. optional Activity General Settings Other activity behavior
  18. 18. Case Editor – Activities – Implementation Activity Type and Implementation User Task Settings
  19. 19. Case Editor – Activities – Preconditions Activity Precondition Optional Expression
  20. 20. Case Editor – Folders Sub-folder structure
  21. 21. Case Editor – Views Case launch and details UIs
  22. 22. Knowledge Workers have a 360o View Case Instance Viewer in Process Portal View status and progess of the Process. Access the Process History and Team assignements View and access data of the Process Instance View, add, and manage the Documents attached to the Process View, manage, and open Tasks required for the Process The Process owner has discretion to start, track, and disable activities
  23. 23. BPM Case Relationships Case relationships Customer Background Check 2014 Case Case Domestic Investigation International Investigation Previous Cases Case Case Case  Peer relationships (user defined links)  Dependent relationships (Parent and Child)  Define behavior for relationships • Wait for child cases to be complete before the Parent case is closed • Automatically terminate dependents when parent Case is closed  Search related Cases
  24. 24. Native integration with IBM FileNet ECM Seamless Integration with FileNet ECM extends BPM’s Content handling functions:  Use IBM Content Navigator to work with IBM BPM content/Cases  Extend BPM Search UIs to search documents/unstructured content  Leverage IBM Datacap to auto create a case or launch a process from an incoming fax/email  BPM content can now participate in your Record Manager File plan Content NavigatorProcess Portal IBM BPM FileNet ECM DataCap Content Analytics APIs IBM Records Manager Empower knowledge worker with insight from Process, Decisions and Content Management to make right decisions.
  25. 25. When do you need a Case Centric BPM Solution? Optimize BPM for goal oriented problems  When operational outcome is the overall goal.  “What is the next step” is in knowledge worker mind and cannot be digitized.  A specific work item initiation to completion is not constrained by any structure or model.  Knowledge worker need a holistic view of specific business goal which shows present and past business transactions  When built-in process visibility, analytics, and optimization are needed  When leveraging existing IBM BPM technology and skills to build LOB applications IBM Business Process Manager is optimized for “Case-centric” solutions
  26. 26. System  Process Model to orchestrate system touch points  Business rules and events to drive behavior  Enables the entire process electronically without keying or manual interventions. SME  Process Model to orchestrate human touch points  Simple responsive Uis for humans Knowledge Workers  Responsible for “job” (case, task, or combo)  Triggers ad-hoc activities in response to business conditions  Monitor process performance  Leverages content in context Automated straight-thru processing Procedural, task-based work Dynamic, goal-driven work; case Customer Centricity Requires a full Spectrum of Work Styles IBM Business Process Manager
  27. 27. Questions?
  28. 28. Notices and Disclaimers Copyright © 2015 by International Business Machines Corporation (IBM). No part of this document may be reproduced or transmitted in any form without written permission from IBM. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM. Information in these presentations (including information relating to products that have not yet been announced by IBM) has been reviewed for accuracy as of the date of initial publication and could include unintentional technical or typographical errors. IBM shall have no responsibility to update this information. THIS document is distributed "AS IS" without any warranty, either express or implied. In no event shall IBM be liable for any damage arising from the use of this information, including but not limited to, loss of data, business interruption, loss of profit or loss of opportunity. IBM products and services are warranted according to the terms and conditions of the agreements under which they are provided. Any statements regarding IBM's future direction, intent or product plans are subject to change or withdrawal without notice. Performance data contained herein was generally obtained in a controlled, isolated environments. Customer examples are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual performance, cost, savings or other results in other operating environments may vary. References in this document to IBM products, programs, or services does not imply that IBM intends to make such products, programs or services available in all countries in which IBM operates or does business. Workshops, sessions and associated materials may have been prepared by independent session speakers, and do not necessarily reflect the views of IBM. All materials and discussions are provided for informational purposes only, and are neither intended to, nor shall constitute legal or other guidance or advice to any individual participant or their specific situation. It is the customer’s responsibility to insure its own compliance with legal requirements and to obtain advice of competent legal counsel as to the identification and interpretation of any relevant laws and regulatory requirements that may affect the customer’s business and any actions the customer may need to take to comply with such laws. IBM does not provide legal advice or represent or warrant that its services or products will ensure that the customer is in compliance with any law.
  29. 29. Notices and Disclaimers (continued) • Information concerning non-IBM products was obtained from the suppliers of those products, their published announcements or other publicly available sources. IBM has not tested those products in connection with this publication and cannot confirm the accuracy of performance, compatibility or any other claims related to non-IBM products. Questions on the capabilities of non-IBM products should be addressed to the suppliers of those products. IBM does not warrant the quality of any third-party products, or the ability of any such third-party products to interoperate with IBM’s products. IBM expressly disclaims all warranties, expressed or implied, including but not limited to, the implied warranties of merchantability and fitness for a particular purpose. • The provision of the information contained herein is not intended to, and does not, grant any right or license under any IBM patents, copyrights, trademarks or other intellectual property right. • IBM, the IBM logo, ibm.com, Bluemix, Blueworks Live, CICS, Clearcase, DOORS®, Enterprise Document Management System™, Global Business Services ®, Global Technology Services ®, Information on Demand, ILOG, Maximo®, MQIntegrator®, MQSeries®, Netcool®, OMEGAMON, OpenPower, PureAnalytics™, PureApplication®, pureCluster™, PureCoverage®, PureData®, PureExperience®, PureFlex®, pureQuery®, pureScale®, PureSystems®, QRadar®, Rational®, Rhapsody®, SoDA, SPSS, StoredIQ, Tivoli®, Trusteer®, urban{code}®, Watson, WebSphere®, Worklight®, X-Force® and System z® Z/OS, are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at: www.ibm.com/legal/copytrade.shtml.
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