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Using Oracle Mobile Suite helps you to mobile enable your enterprise systems. But mobile enablement does not end at the mobile device, it only begins there.
In their session at Oracle Open World 2014 in San Francisco the Oracle ACE Directors Andrejus Baranovskis and Danilo Schmiedel demonstrated that you do not need to re-write your enterprise for the mobile revolution.
The focus was around Best Practices to integrate and reuse existing IT-systems quickly and easily. Based on technical experience from various ADF & BPM projects completed around globe, the speakers dived deep into the mobile enablement of Oracles Adaptive Case Management - a part of Oracle BPM Suite to handle unpredictable processes that require coordination of knowledge, content, correspondence and human resources to complete certain work.
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Since 1990 over 600 customers have a long lasting and successful business relationship with OPITZ CONSULTING. Over 2/3 of the German stock index (DAX) companies rely on services from the 400+ OPITZ CONSULTING consultants. OPITZ CONSULTING maintains offices in Bad Homburg, Berlin, Essen, Gummersbach, Hamburg, Munich, Nuremberg and Kraków (Poland).
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Oracle Mobile Suite and Oracle Adaptive Case Management – A strong combination to provide better IT-Support for knowledge workers
1. Oracle Mobile Suite & Oracle Adaptive Case Management
A Strong Combination to Empower People
Andrejus Baranovskis
CEO & Architect | Oracle ACE Director
Red Samurai Consulting
Danilo Schmiedel
Solution Architect | Oracle ACE Director
OPITZ CONSULTING Deutschland GmbH
[CON3745] Oracle Open World 2014
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 1
2. About Red Samurai Consulting
ADF, SOA , BPM, WebCenter and UCM
Small Team of Experts, Focused on Technical Quality Results
Customers – Global Corporations, Medium and Small Business
Oracle Technical Blog – 8 Years (~700 posts)
Oracle Fusion Middleware Innovation Award 2010
SOA Partner Community Award for Outstanding Contribution
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 2
Across the World 2010
2010 Enterprise 2.0 Blazer: Enterprise 2.0 Leader Award
3. About OPITZ CONSULTING
Founded in 1990, located in Germany and Poland
Business IT Alignment, BPM, SOA and system integration, Application development,
IT Infrastructure Management
Oracle Platinum Partner
Two Oracle ACE Directors
Recognized as one of the leading Oracle Fusion Middleware Partners
Specialized in SOA, BPM, ADF & Application Grid, Exadata, Business Intelligence
Foundation, Oracle Database, Oracle Enterprise Linux, Real Application Cluster,
Oracle VM, Data Warehousing, DB11g Performance Tuning
2014 ORACLE BPM Partner Community Award
2010 Oracle Fusion Middleware Award
2008 – 2010 EMEA SOA Community Award
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 3
4. Business Challenges
Process Complexity
Case Design
Case User Interfaces
Case vs. Process
Case Implementation
Mobile Enablement
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 4
5. Oracle Mobile Suite and Oracle Adaptive Case Management Seite 5
Damage to Persons
Material Damage
Natural Hazard
Storm Loss
Lightning Damage
Fire Damage
Explosion Loss
Breakage of Glass
Accidental Damage
Housebreaking
Damage by Water
Financial Loss
6. The View of the Customer
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 6
Damage by
Hail!
Car is damaged
Roof of the
house is
damaged
What should I do
now?
Call insurance
I need help!
7. The View of the Claim Handler
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 7
8. Challenges in Claims Management
Many different claim types
with specifics in regulation
Missing user guidance
Hidden knowledge from
experienced workers
Many different systems and
independent solutions
Telephone, Email, Correspondence
Integration of different partners
Task Management
Many requests through different channels in case of a natural
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 8
disaster (in parallel)
Limited tracability and lack of reporting
9. What the Customer wants…
Repair Shop
Suggestions
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 9
Straightforward
Support
Direct Contact
Rental Car
Craftsman
Recommendation
10. Oracle Mobile Suite and Oracle Adaptive Case Management Seite 10
What is needed?
Doing by
Design Design by
Doing!
More flexibility
Suggestions – what
is the next best
step?
Tight system
integration
Faster enablement
of new colleagues
Situation-Driven
work
11. Expected benefits by the company
Trace claim management across
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 11
system bounderies
Improvement of the data quality
Statistical analysis in order to
develop new business models
Improvement of decisions
Identification of potential work
step automations
Integration of new systems
Faster enablement for new
employees
12. Business Challenges
Process Complexity
Case Design
Case User Interfaces
Case vs. Process
Case Implementation
Mobile Enablement
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 12
13. Main steps in Claim Management
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 13
Claim
Initialization
Claim
Assessment
Claim
Handling
Claim
Regulation
Get customer details
Select relevant
contract
Identify
responsibilities
Enter base
information
Request missing
documents
Accept
Claim
Reject
Claim
…
Further
inquiry to third-party
insurance
Request estimate
of costs
Commission an
appraiser
Request missing
documents
…
Create claim
acceptance
document
Create booking entry
for claim payment
Perform payment
… … Notify client
…
Request missing
documents
14. Is everything modeled now?
Each phase of claim regulation requires
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 14
activities:
Activities may be executed more than once
Some activities are mandatory, some are
optional
There are manual and automated activities
Activities from different phases can relate to
each other
Going back to preciding activities or phases is
possible
During runtime there may be need for ad hoc
activities, e.g. when a colleague has to be
involved
Activities are executed by diferent roles:
A security concept controls, if an activity can be
executed.
For better scaling, work has to be distributed,
especially for mass claims.
Level of detail 1
Level of detail 2
21. Business Challenges
Process Complexity
Case Design
Case User Interfaces
Case vs. Process
Case Implementation
Mobile Enablement
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 21
22. Oracle Mobile Suite and Oracle Adaptive Case Management Seite 22
Case Design
Case Management covers complex and unstructured knowledge-intensive
scenarios
Key Aspects of a case
Milestones (Checkpoints in the progress)
Outcomes
Case Activities (Represent specific work)
Execution semantics (manual,
automatic, required, repeatable, …)
Case Rules
Data & Documents
User Events (e.g. Document received)
Stakeholders
Permissions
23. Oracle Mobile Suite and Oracle Adaptive Case Management Seite 23
Claim
Evaluation
Claim
Handling
Claims
Regulation
CSR
Assistant
Clerk
Supervisor
Collect claimant
data
Perform formal
checks
Notify Client
Accept claim
Request estimate
of costs
Notify Client
Reject claim
Comission a
appraiser
Further inquiry
third-party
insurance
Request missing
documents
Create claim
acceptance
document
Create booking
entry for claim
payment
Perform
payment
Partial
settlement of a
claim
Approve
Reject
Milestones mark
progression of a case
Activities – system
guided or human
controlled
Case
Participants
(Stakeholders)
Activities – can be
repeatable
Activity availability controlled by
permissions and rules
Activity can be a
structured process or a
task
Case Design (2)
24. Business Challenges
Process Complexity
Case Design
Case User Interfaces
Case vs. Process
Case Implementation
Mobile Enablement
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 24
25. Case Management UI Example (expanded)
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 25
26. Case UI – Navigation and Search
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 26
27. Case UI - Documents
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 27
28. Case UI – Data
Details about the claim and it‘s related entities
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 28
29. Case UI – Milestones & History
Where I am?
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 29
30. Case UI – Activities
What can I do next?
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 30
31. Business Challenges
Process Complexity
Case Design
Case User Interfaces
Case vs. Process
Case Implementation
Mobile Enablement
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 31
32. Why we didn‘t choose a process (here)?
Differences and Limitations
Only one activity avaliable
The current activity is not
needed but the task is
already in the worklist
=> can be avoided with XOR-Gateway
+ additional „Make
your choice“ activity
User cannot select additional
activities (e.g. „Send
Notification“)
The process drives the user!
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 32
33. Why we didn‘t choose a process (here)?
Differences and Limitations (2)
No activity available
Process instance has to wait
for the requested documents
User cannot select additional
activities during that time
(e.g. „Send Notification“)
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 33
34. Why we didn‘t choose a process (here)?
Differences and Limitations (3)
More modeling and implementation effort necessary to
implement processes with
Activities, which are always available
Activities with certain preconditions
GoTo‘s and Returns
Milestones
Ad-Hoc tasks not supported in BPMN during runtime
No change of the control flow without redeployment
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 34
35. Business Challenges
Process Complexity
Case Design
Case User Interfaces
Case vs. Process
Case Implementation
Mobile Enablement
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 35
36. Case Management Solution Components
Knowledge Area
Central
entity
Related
entity
(2)
DMS Task Engine
Related
entity
Related
entity
Quick Overview
Case / Process
Engine
Suggest Next Step
Service Bus
(1)
(3)
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 36
Related Docs
Audittrail / Analytics
History
Navigation
37. Case Management in Oracle BPM
Claim
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 37
39. Business Challenges
Process Complexity
Case Design
Case User Interfaces
Case vs. Process
Case Implementation
Mobile Enablement
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 39
40. Multi Channel Support
Claim
Case Engine
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 40
41. Accidental Integration Architecture
getAvailableActivities
getMilestones
Case Engine
startActivity
Claim
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 41
Anti-Pattern:
Duplicated Code!
42. Oracle Mobile Suite Integration
Use Oracle Service Bus to Publish Simplified Web Services
Offline Mode with SQLite DB
Keep Mobile UI Lightweight
Implement On Device Data Caching
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 42
43. Oracle Mobile Suite Integration
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 43
MAF
ACS
S
E
R
V
I
C
E
B
U
ADF Faces S
44. Multi Channel Support via Service Bus
Claim
Case Engine
Service Bus
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 44
49. Oracle Mobile Suite and Oracle Adaptive Case Management Seite 49
Conclusion
Processes must support Non-Routine work.
Not only pure automization, but coexistence of humans and
machines.
Need to adress the variance problem. Uncover the dark
processes.
Not only single best practices in processes, allow the unpredictable:
Build for Change.
Change from sequential flows to event-driven interaction.
Empower the People!
51. Oracle Mobile Suite and Oracle Adaptive Case Management Seite 51
Questions?
http://thecattlecrew.wordpress.com
52. Oracle Mobile Suite and Oracle Adaptive Case Management Seite 52
Contact
Andrejus Baranovskis
CEO & Archtitect | Oracle ACE Director
Red Samurai Consulting
Phone: +49 173 54 79 302
Mail: andrejus.baranovskis@redsamurai.com
Twitter: @andrejusb
Blog: http://andrejusb.blogspot.de
Danilo Schmiedel
Solution Architect
OPITZ CONSULTING Deutschland GmbH
Kirchstr. 6, 51647 Gummersbach, Germany
Phone: +49 173 7279001
Mail: danilo.schmiedel@opitz-consulting.com
Twitter: @dschmied
Blog: http://inside-bpm-and-soa.blogspot.com
http://thecattlecrew.wordpress.com
Hinweis der Redaktion
TitleOracle Mobile Suite and Oracle Adaptive Case Management – A strong combination to provide better IT-Support for knowledge workers
AbstractUsing Oracle Mobile Suite helps you to mobile enable your enterprise systems. But mobile enablement does not end at the mobile device, it only begins there. In this session the Oracle ACE Directors Andrejus Baranovskis and Danilo Schmiedel will demonstrate that you do not need to re-write your enterprise for the mobile revolution. The session focus will be around Best Practices to integrate and reuse existing IT-systems quickly and easily. Based on technical experience from various ADF & BPM projects completed around globe, the speakers will deep dive into the mobile enablement of Oracles Adaptive Case Management - a part of Oracle BPM Suite to handle unpredictable processes that require coordination of knowledge, content, correspondence and human resources to complete certain work.
Objectives of the presentation
Understand how to take advantage from the combination of Oracle Mobile Suite and Oracle BPM Suite and how it can be implemented
Learn how to build dynamic mobile user interfaces which rely on worker knowledge and involve human participants
See how to manage unpredictability in processes with capabilities of Adaptive Case Management
Target audience
Architects
IT Integration solution managers
Developers
Dealing with large amount of exceptions is hard to realize with rigid process models.
Outlining the independent aspects of the case
For this particular use case => mind map
Viele (einfache oder komplexe) Prozesse werden von Aktivitäten auf dem Fall ausgelöst.
Beispiel: Aktivitäten zur Schadenbearbeitung in ACM UI