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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
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
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
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
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
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!
The View of the Claim Handler 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 7
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
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
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
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
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
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
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
Claims Management is context-based … 
… with many exceptions 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 15 
Exception for 
Customer X 
Exception for claim 
below X $ 
Exception for physical 
injury 
Exception for 
financial damage 
Exception for 
fraud suspicion 
Exception for natural 
disaster 
Exception for long term 
customers with no claim 
history 
© Gartner 
Claim 
Initialization 
Claim 
Assessment 
Claim 
Handling 
Claim 
Regulation
More Exceptions 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 16 
Related contract not 
found 
Information is 
missing, (not filled 
out) 
Pictures of very bad 
quality, request new 
ones letter returned due to 
unknown sender 
Assessor not 
available 
Expert‘s report 
fragmentary 
Responsiblities not 
automatically 
assignable 
Requested docs 
incomplete 
Estimate of costs 
not reproducable 
© Gartner 
Claim 
Initialization 
Claim 
Assessment 
Claim 
Handling 
Claim 
Regulation
Different Exceptions 
© Gartner 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 17 
Claim 
Initialization 
Claim 
Assessment 
Claim 
Handling 
Claim 
Regulation
More exceptions than default paths 
© Gartner 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 18 
Claim 
Initialization 
Claim 
Assessment 
Claim 
Handling 
Claim 
Regulation
Is the exception the rule? 
© Gartner 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 19 
Claim 
Initialization 
Claim 
Assessment 
Claim 
Handling 
Claim 
Regulation
© Gartner 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 20
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
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
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)
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
Case Management UI Example (expanded) 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 25
Case UI – Navigation and Search 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 26
Case UI - Documents 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 27
Case UI – Data 
Details about the claim and it‘s related entities 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 28
Case UI – Milestones & History 
Where I am? 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 29
Case UI – Activities 
What can I do next? 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 30
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
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
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
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
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
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
Case Management in Oracle BPM 
Claim 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 37
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 38 
Demo
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
Multi Channel Support 
Claim 
Case Engine 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 40
Accidental Integration Architecture 
getAvailableActivities 
getMilestones 
Case Engine 
startActivity 
Claim 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 41 
Anti-Pattern: 
Duplicated Code!
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
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
Multi Channel Support via Service Bus 
Claim 
Case Engine 
Service Bus 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 44
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 45 
Demo
Unified (Mobile) Architecture 
SOAP 
Enterprise Applications 
SOAP 
JMS 
REST 
RDMBS 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 46 
Mobile Apps 
Local ESB 
Enterprise Service Bus (ESB) 
EJB 
Cloud to Device Messaging 
(C2DM) 
Service Gateway 
HTTP/JSON 
Application 
Server 
BPM und SOA 
Platform 
REST 
DB 
LDAP / 
Enterprise 
IDM 
Business 
Logic 
NoSQL 
Web Apps 
DB 
RDMBS 
© G. Schmutz & T. Winterberg
Unified (Mobile) Architecture 
SOAP 
Oracle BPM Suite 
Oracle SOA Suite 
Enterprise Applications 
Oracle ADF 
SOAP 
JMS 
REST 
RDMBS 
Oracle 
Database 
Mobile Server 
Web Sockets 
Oracle RDBMS 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 47 
Mobile Apps 
Local ESB 
Enterprise Service Bus (ESB) 
EJB 
Cloud to Device Messaging 
(C2DM) 
Service HTTP/JSON 
Application 
Server 
BPM und SOA 
Platform 
REST 
DB 
LDAP / 
Enterprise 
IDM 
Business 
Logic 
NoSQL 
Web Apps 
DB 
RDMBS 
Oracle Service Bus (OSB) 
Oracle WebLogic Server 
Oracle ADF 
Mobile 
Oracle Data Integrator (ODI) 
Oracle ADF 
Oracle WebLogic 
Server 
Oracle GoldenGate 
Oracle NoSQL 
DB 
Oracle Database 
Mobile Server 
Oracle IDM 
Oracle API Gateway 
(OAG) 
© G. Schmutz & T. Winterberg
External 
Cloud 
Service 
Providers 
SOAP 
Oracle BPM Suite 
Oracle SOA Suite 
Enterprise Applications 
Oracle ADF 
SOAP 
JMS 
REST 
RDMBS 
Oracle RDBMS 
Unified (Mobile) Architecture 
© G. Schmutz & T. Winterberg 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 48 
Mobile Apps 
Internet of 
Things 
Local ESB 
Enterprise Service Bus (ESB) 
EJB 
Cloud to Device Messaging 
(C2DM) 
Service CE 
P 
HTTP/JSON 
Application 
Server 
Complex Event Processing (CEP) 
/ Fast Data 
NoSQL 
/ Big Data 
BPM und SOA 
Platform 
REST 
DB 
LDAP / 
Enterprise 
IDM 
(Big) Data 
Analytics 
Business 
Logic 
NoSQL 
Web Apps 
DB 
Analytical Applications 
Data 
Warehouse 
Data 
Integration 
RDMBS 
Oracle Service Bus (OSB) 
Oracle WebLogic Server 
Oracle Event Processing (OEP) 
Oracle NoSQL 
Database Oracle BigData 
Appliance (BDA) 
Oracle ADF 
Mobile 
Oracle Data Integrator (ODI) 
Oracle ADF 
Oracle WebLogic 
Server 
Java Embedded 
Oracle 
Database 
Mobile Server 
Web Sockets 
OEP Embedded Oracle Business 
Intelligence Foundation 
Suite 
Oracle Business Activity 
Monitoring (BAM) 
Oracle GoldenGate 
Oracle NoSQL 
DB 
Oracle Database 
Mobile Server 
Oracle IDM 
Oracle API Gateway 
(OAG)
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!
Download: http://thecattlecrew.wordpress.com 
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 50
Oracle Mobile Suite and Oracle Adaptive Case Management Seite 51 
Questions? 
http://thecattlecrew.wordpress.com
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

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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
  • 15. Claims Management is context-based … … with many exceptions Oracle Mobile Suite and Oracle Adaptive Case Management Seite 15 Exception for Customer X Exception for claim below X $ Exception for physical injury Exception for financial damage Exception for fraud suspicion Exception for natural disaster Exception for long term customers with no claim history © Gartner Claim Initialization Claim Assessment Claim Handling Claim Regulation
  • 16. More Exceptions Oracle Mobile Suite and Oracle Adaptive Case Management Seite 16 Related contract not found Information is missing, (not filled out) Pictures of very bad quality, request new ones letter returned due to unknown sender Assessor not available Expert‘s report fragmentary Responsiblities not automatically assignable Requested docs incomplete Estimate of costs not reproducable © Gartner Claim Initialization Claim Assessment Claim Handling Claim Regulation
  • 17. Different Exceptions © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 17 Claim Initialization Claim Assessment Claim Handling Claim Regulation
  • 18. More exceptions than default paths © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 18 Claim Initialization Claim Assessment Claim Handling Claim Regulation
  • 19. Is the exception the rule? © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 19 Claim Initialization Claim Assessment Claim Handling Claim Regulation
  • 20. © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 20
  • 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
  • 38. Oracle Mobile Suite and Oracle Adaptive Case Management Seite 38 Demo
  • 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
  • 45. Oracle Mobile Suite and Oracle Adaptive Case Management Seite 45 Demo
  • 46. Unified (Mobile) Architecture SOAP Enterprise Applications SOAP JMS REST RDMBS Oracle Mobile Suite and Oracle Adaptive Case Management Seite 46 Mobile Apps Local ESB Enterprise Service Bus (ESB) EJB Cloud to Device Messaging (C2DM) Service Gateway HTTP/JSON Application Server BPM und SOA Platform REST DB LDAP / Enterprise IDM Business Logic NoSQL Web Apps DB RDMBS © G. Schmutz & T. Winterberg
  • 47. Unified (Mobile) Architecture SOAP Oracle BPM Suite Oracle SOA Suite Enterprise Applications Oracle ADF SOAP JMS REST RDMBS Oracle Database Mobile Server Web Sockets Oracle RDBMS Oracle Mobile Suite and Oracle Adaptive Case Management Seite 47 Mobile Apps Local ESB Enterprise Service Bus (ESB) EJB Cloud to Device Messaging (C2DM) Service HTTP/JSON Application Server BPM und SOA Platform REST DB LDAP / Enterprise IDM Business Logic NoSQL Web Apps DB RDMBS Oracle Service Bus (OSB) Oracle WebLogic Server Oracle ADF Mobile Oracle Data Integrator (ODI) Oracle ADF Oracle WebLogic Server Oracle GoldenGate Oracle NoSQL DB Oracle Database Mobile Server Oracle IDM Oracle API Gateway (OAG) © G. Schmutz & T. Winterberg
  • 48. External Cloud Service Providers SOAP Oracle BPM Suite Oracle SOA Suite Enterprise Applications Oracle ADF SOAP JMS REST RDMBS Oracle RDBMS Unified (Mobile) Architecture © G. Schmutz & T. Winterberg Oracle Mobile Suite and Oracle Adaptive Case Management Seite 48 Mobile Apps Internet of Things Local ESB Enterprise Service Bus (ESB) EJB Cloud to Device Messaging (C2DM) Service CE P HTTP/JSON Application Server Complex Event Processing (CEP) / Fast Data NoSQL / Big Data BPM und SOA Platform REST DB LDAP / Enterprise IDM (Big) Data Analytics Business Logic NoSQL Web Apps DB Analytical Applications Data Warehouse Data Integration RDMBS Oracle Service Bus (OSB) Oracle WebLogic Server Oracle Event Processing (OEP) Oracle NoSQL Database Oracle BigData Appliance (BDA) Oracle ADF Mobile Oracle Data Integrator (ODI) Oracle ADF Oracle WebLogic Server Java Embedded Oracle Database Mobile Server Web Sockets OEP Embedded Oracle Business Intelligence Foundation Suite Oracle Business Activity Monitoring (BAM) Oracle GoldenGate Oracle NoSQL DB Oracle Database Mobile Server Oracle IDM Oracle API Gateway (OAG)
  • 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!
  • 50. Download: http://thecattlecrew.wordpress.com Oracle Mobile Suite and Oracle Adaptive Case Management Seite 50
  • 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

  1. Title Oracle Mobile Suite and Oracle Adaptive Case Management – A strong combination to provide better IT-Support for knowledge workers   Abstract 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 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
  2. Dealing with large amount of exceptions is hard to realize with rigid process models.
  3. Outlining the independent aspects of the case For this particular use case => mind map
  4. Viele (einfache oder komplexe) Prozesse werden von Aktivitäten auf dem Fall ausgelöst. Beispiel: Aktivitäten zur Schadenbearbeitung in ACM UI