Hello, how can I help you today?
Customer: I need to change my appointment.
Assistant: Okay, no problem. Let me guide you through the steps:
1. Please select the type of action:
[ ] Change existing [X] New
2. For a new appointment, please provide the following details:
Name: John Doe
Date of birth: 01/01/1970
etc.
Does this cover all the required information? Let me know if you need any other help!
Customer: Thank you, this is very helpful.
Assistant: You're welcome, I'm glad I could assist! Have a great day.
Customer: You too!
ACM
Humans Are (Not) A Service - A journey towards Oracle BPM - OOW 2011 - OPITZ CONSULTING Winterberg - HP Normann
1. Humans Are (Not) a Service:
The Journey towards Oracle Business Process Management
Hajo Normann
HP
Torsten Winterberg
OPITZ CONSULTING GmbH
OOW 2011, San Francisco, California
ACM Seite 1
6. A new role emerged: the production-worker
ACM Seite 6
7. The key: Serial Execution of a well-defined
process (and no exceptions!)
Exceptions…
A4
Trx Trx Trx Trx
A1 A2 A3 D1 A5
http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518
ACM Seite 7
9. Work has already changed today:
The knowledge worker
Innovation in business
concepts
Division of Labor
Work & Component
Standardization
Efficiency studies &
Improvement
Management
Innovation in technology
Tools
Machines
ACM Seite 9
10. Why and how to give the knowledge
2 worker better IT support?
ACM Seite 10
11. IT support for knowledge workers is
a challenge…
Rigid Workflow Word/
Paper E-mail Excel
CRM/ Product
ERP system
Data-driven system
Document system
http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518
ACM Seite 11
13. BPM-technology. The Solution?
The key lesson: Pre-defined workflow is great,
but you need to apply it where appropriate…
Don‟t bring us back to Taylor-times…
ACM Seite 13
14. The fear…
So I won‟t have a complete
30-step, 10 angles
covered, EPC/BPMN
compliant process model
to control, uhm, guide
employees??
http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518
ACM Seite 14
16. No difference between straight-through and
manual processing
http://www.beinformed.com
ACM Seite 16
17. Event-driven – Dynamic Activity Plan
… What you can do now …
… What you have done …
so far
… What could be next …
http://www.beinformed.com
ACM Seite 17
18. The “case” get‟s into to the focus
… pension starts … pension holder
paying out deceased Pension plan
is created
… legal changes
… old pension
… employer plan is incorporated
changes again
… divorce and
… risk profile
remarriage
changes
affects pension … employer
changes
http://www.beinformed.com
ACM Seite 18
20. What is a case (I)?
The coordination of multiple tasks, planned or
unplanned, for a specific purpose.
Almost anything can be treated as a case.
An insurance claim
A patient
An event (such as a conference)
An identity theft investigation
A project
An asset (such as a building)
A customer request
A customer
Expansion of the term „case“ to „everything“.
http://www.bpmnforum.net/blog27/adaptive-processes/new-book-taming-the-unpredictable-2/
ACM Seite 20
21. What is a case (II)?
Currently cases are managed:
Through multiple systems. Manually. With emails.
Distinction between a process and a case:
A process is the path it takes as the work is completed (Think „verb“)
A case is the work that needs to be done (Think „noun“)
“Modell” afterwards -> „design by doing“:
Capturing the model for how to do something by extracting it from what you
just did.
Events are highly embraced:
Often responsible for the changes that need to be made to a case.
Leverage your existing systems:
Through a service-oriented architecture
http://www.bpmnforum.net/blog27/adaptive-processes/new-book-taming-the-unpredictable-2/
ACM Seite 21
22. BPM und ACM:
There„s no „versus“. You need them both!
BPM
Rigid BPM Adaptive BPM
with BPMN with ACM
rBPM aBPM
ACM Seite 22
23. BPM and ACM
Activity definition
rigidBPM:
A process has defined n activities a priori
Until deployment time every activity and
all transitions are defined.
adaptiveBPM:
A number of activities may be unknown, even after deployment
Activity transition
rigidBPM:
During design time all possible transitions between activities are modelled
adaptiveBPM:
Possible transitions depend on current context and data
ACM Seite 23
24. BPM and ACM
http://www.masteringtheunpredictable.com
ACM Seite 24
25. BPM and ACM:
ACM is data-centric
http://www.masteringtheunpredictable.com
ACM Seite 25
26. Social –
Multiple stakeholders working on a case
Shifting Mass
requirements Customization
Interpretation
Driving the
of ambiguous Administrative
process
Consumer, Citizen, information Professional
Business
Minimal Making operational
burden decisions
Conflicting stakeholder
requirements
Spotting and Operational
driving change excellence
Manager, http://www.beinformed.com
ACM
Strategist Seite 26
27. Going with adaptive processes
doesn„t mean chaos
http://www.masteringtheunpredictable.com
ACM Seite 27
32. Context: A German Public Organization
Customer • Runs more than 750 locations in Germany with over 150,000 employees
• IT division with 1,800 employees secures IT support and maintenance for
company-wide business processes
1 ….
Project Facts • Duration: 08/2010 – 12/2013
• Project Volume: approx. 200 person month
Scope & Benefits The main target for 2015 is the transformation of the IT division into the most
high-performance and cost effective IT service supplier in the public sector. In
order to achieve these goals, the organization implements a Service-Oriented
Architecture (SOA) on top of Oracle‟s SOA Platform.
While SOA will deliver high performance in terms of fast realization of business
requirements, efficient business-IT alignment for operational processes, and
high availability of IT, cost efficiency will be achieved by increasing
development productivity as well as efficient utilization of IT assets.
ACM Seite 32
33. Context for various choices to approach BPM
External Org: Ministry of Labor Financial
Funds Stake
Resoures
Management holder
RoI
Domain
Domain
Domain: Manage Unemployed Markets
Management
Value Chain
Value Chain Customers
Business Processes Value Chains Goals Goals Goals
Value Chain: Manage Unemployment
Employment
eBPMN
Work on claim
service
Main Process
BPMN
Business Process
Clerk
Request to show Make Conduct occupational BPMN
up appointment counceling or ACM
Analyser
Task
Clarify Make appointment
Task Flow
customer„s Check whether or ACM
Book Date
concern invitation necessary
ACM Seite 33
35. In a rigid process the order of steps
is strictly predefined
Handle Appointment Business Process
The Handle Appointment
Select type of action on appointment
Business Process
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 35
36. The beauty of rigid BPMN processes:
You can model business knowledge of variances
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
The Printer does not
Create new Appointement Business Process work – what shall I
do next?
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Process participant
Create invitation Print invitation
ACM Seite 36
37. The beauty of rigid BPMN processes:
You can model business knowledge of variances
Handle Appointment Business Process
Select type of action on appointment No problem, I just
„change exisiting“ selected
do what I am told by
the process
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc. Process participant
Printer not working in Create new Appointement
Book Date Business Process
Clerk
Check whether invitation necessary Save Order „Print
data later“
create print Backoffice Print and
send invitation
Create invitation Print invitation
ACM Seite 37
38. The problem of rigid BPMN processes: You can
not model business knowledge of all variances!
Handle Appointment Business Process
Clarify Concern Clarify Concern
Select type of action on appointment exception exceptionConcern
Clarify
exception
Collect appointment
„change exisiting“ selected data exception
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date Printer not working in Create new Appointement
Business Process
Check whether invitation necessary
Clerk
Save data
create print Backoffice
Print and send invitation
Create invitation Print invitation
ACM Seite 38
39. And this is a very predictable process!
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Many Supporting processes tend
Move existing Appointment
Business Process to be more predictable than
„new“ selected
differentiating processes (R&D
Create new Appointement Business Process etc.)
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 39
42. Highly repetitive processes reduce the human
to an async service!
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc. Process participant
Printer not working in Create new Appointement
Book Date Business Process
Clerk
Check whether invitation necessary Save Order „Print
data later“
create print Backoffice Print and
send invitation
Create invitation Print invitation
ACM Seite 42
43. Whereas an process expert knows himself the
right order to reach the process goal
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 43
44. And he can decide on how to deal with all these
exceptions!
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc. Process participant
Printer not working in Create new Appointement
Book Date Business Process
Clerk
Check whether invitation necessary Save Order „Print
data later“
create print Backoffice Print and
send invitation
Create invitation Print invitation
ACM Seite 44
45. The chosen BPM solution type
(rigidBPM or adaptiveBPM)
6 determines the type of communication
ACM Seite 45
46. A process should support the customer and his
concern
Arbeitsschritte
customer
Process participant
ACM Seite 46
47. A scripted process does not always support this
goal …
Process (Page Flow)
customer
Policies and Business
rules further limit the The process participant has no chance to
problem-solving help the customer with his needs on an hoc
measures basis with activities that are not prescribed.
Script
He follows a rigid script.
His attention level lowers.
He does not feel responsible for the
customer and the case.
ACM Seite 47
48. How does a scripted process look and feel?
Process (Page Flow)
customer
Script
ACM Seite 48
49. Each step maps to a mini wizard
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected Handle Appointment GUI
Move existing Appointment Handle Appointment Handle Customer
Business Process
„new“ selected
Ask customer what he wants to do
Create new Appointement Business Process
Create new appointment
Clarify customer„s concern
Move existing appointment
unemployment occupational councelling Cancel Next
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 49
50. How to clarify customer„s concern
Handle Appointment Business Process Create new appointement GUI
Select type of action on appointment
Handle Appointment Handle Customer
„change exisiting“ selected
Clarify customer„s
Move existing Appointment concern
Business Process
„new“ selected
Clarify customer„s concern
Create new Appointement Business Process Appointment for unemployment application
Appointment for occupational councelling
Clarify customer„s concern
Appointment for regular status report
unemployment occupational councelling
Customer Concern could be clarified ad hoc
application Customer Concern could not be clarified
Collect appointment data etc.
Cancel Back Next
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 50
51. Collect appointment data micro wizard
Handle Appointment Business Process
Create new appointement GUI
Select type of action on appointment
Handle Appointment Handle Customer
„change exisiting“ selected
Clarify customer„s Collect
Move existing Appointment concern appointment data
Business Process
„new“ selected
Create new Appointement Business Process Customer Text entry field
Clarify customer„s concern Type of concern Councel
unemployment occupational councelling
application
Type of appointm. Next appointment
Collect appointment data etc.
Responsible Angelika Meier
Book Date Place Hamburg-Altona
Date 21.02.2012
Check whether invitation necessary
Time 10:20
create print
Cancel Back Next
Create invitation Print invitation
ACM Seite 51
52. Book Date micro wizard
Handle Appointment Business Process
Create new appointement GUI
Select type of action on appointment
Handle Appointment Handle Customer
„change exisiting“ selected
Clarify customer„s Collect
Move existing Appointment concern appointment data
Business Process
„new“ selected
Book Date
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Cancel Back Next
Create invitation Print invitation
ACM Seite 52
53. There is a one to one mapping from process
model to screenflow
Handle Appointment Business Process
Create new appointement GUI
Select type of action on appointment
Handle Appointment Handle Customer
„change exisiting“ selected
Clarify customer„s Collect
Move existing Appointment concern appointment data
Business Process
„new“ selected
Book Date Check invitation
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application Check with cutomer whether invitation is
Collect appointment data etc. necessary
Invitiation is necessary
Book Date No invitation necessary
Print invitation
Check whether invitation
necessary Cancel Back Finish
create print
Create invitation Print invitation
ACM Seite 53
54. How to model adaptive processes
Taxonomies
Create new Appointement Business Process
Select type of action on appointment
Clarify customer„s concern
Collect appointment data
Book Date Task specific
editors
Check whether invitation necessary
Create invitation
Print invitation
ACM Seite 54
55. Features of the Knowledge Worker Workplace
Taxonomies Wizards/checklist/e-forms
Search in dossiers, knowledge
Collaboration Publishing in
bases, government records,
variants & by
catalogues etc.
multiple channels
Case based Time Lines &
notifications history trail
Knowledge base Decision support
Monitoring &
reporting
Laws and Task & time
Regulations management
Task specific Authorisation
editors
Impact analysis Xpedia for professionals with
& simulation definitions, notions, persons
Team repository http://www.beinformed.com
ACM Seite 55
57. Conclusion
ACM is not only for the knowledge worker
The repetitive worker profits, too.
Not ACM instead of BPM
ACM is a new tool in the architect‟s toolbox
Beware of impacts for the human user!
Not everything that‟s technically possible is feasible for the
human user
Really think about human friendly UI design
Don‟t put everything into the generated task forms
ACM principles apply to both
BPMN level AND microflow level (ADF task flow)
ACM Seite 57
58. Contact:
Hajo Normann
SOA / BPM Architect
HP Enterprise Services
Eisenstr. 56, 64528 Rüsselsheim, Germany
hajo.normann@hp.com
Torsten Winterberg
Director Strategy & Innovation, Head of Competence Center SOA
OPITZ CONSULTING GmbH
Kirchstr. 6, 51647 Gummersbach, Germany
torsten.winterberg@opitz-consulting.com
ACM Seite 58