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. 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. A shift to reinventing business processes to revolve
around customers – called Customer Centricity
Yesterday:
Tellers just execute transactions
Today:
Tellers become financial consultants

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. 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. 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. What is a BPM Case?

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. 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. 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. An example of blending
different styles of work Structured work, unstructured work – all in IBM BPM

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. BPM Case Capabilities
 Case Structure
 Views
 Search
 Case Relationships
 Integration to FileNet ECM

14. BPM Case Structure
 Properties
 Behavior
 Data
 Folder
 Activities
Case
Activity (1:n)
Human Task
Linked Process
Subprocess
Properties Behavior Data

15. Tooling - Web-based Case Editor
Case/Document
Type Editor

16. Case Editor – General
Similar for Cases
and Processes
Document properties are
mapped to case variables
New document
creates new case

17. Case Editor – Activities – General
Required
vs. optional
Activity
General Settings
Other activity
behavior

18. Case Editor – Activities – Implementation
Activity Type and
Implementation
User Task
Settings

19. Case Editor – Activities – Preconditions
Activity
Precondition
Optional
Expression

20. Case Editor – Folders
Sub-folder
structure

21. Case Editor – Views
Case launch and
details UIs

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. 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. 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. 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. 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. Questions?

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