http://www.opitz-consulting.com/en/leistungsangebot/business_process_management Hajo Normann (SOA & BPM Lead for ASG, Accenture) and Torsten Winterberg (Manager Business Development & Innovation, OPITZ CONSULTING) presented the slides at Oracle Open World (OOW) 2012 in San Francisco. -- About us OPITZ CONSULTING is a leading project specialist for custom-build applications and individual business intelligence solutions in the German market. The company's ambition is to help organizations to be better than their competitors. To achieve this OPITZ CONSULTING analyses the individual competitive edge the customer has, optimizes business processes for process automation and IT-support, chooses and designs appropriate system architectures, develops and implements solutions and guarantees a 24/7 support and application maintenance. To ensure the necessary skill and qualification OPITZ CONSULTING has established a training center for customers and the internal staff. 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). About us: http://www.opitz-consulting.com/en/about_us Services: http://www.opitz-consulting.com/en/leistungsangebot Career: http://www.opitz-consulting.com/en/career

1. Humans Are (Not) a Service:
The Journey towards Oracle Business Process Management
Hajo Normann
Accenture
Torsten Winterberg
OPITZ CONSULTING GmbH
OOW 2012, San Francisco, California
Adaptive Case Management - OOW | 2012 Seite 1

2. The Team:
Masons-of-SOA
 Bernd Trops (Talend):
bernd.trops@talend.com
 Clemens Utschig-Utschig (Boehringer-Ingelheim):
clemens.utschig-utschig@boehringer-ingelheim.com
 Berthold Maier (T-Systems):
berthold.maier@t-systems.com
 Hajo Normann (Accenture):
hajo.normann@accenture.com
 Torsten Winterberg (OPITZ CONSULTING):
torsten.winterberg@opitz-consulting.com
 Jürgen Kress (Oracle Corp.)
juergen.kress@oracle.com
 Guido Schmutz (Trivadis):
guido.schmutz@trivadis.com
 Danilo Schmiedel (OPITZ CONSULTING):
danilo.schmiedel@opitz-consulting.com
www.soa-community.com
Adaptive Case Management - OOW | 2012 Seite 2

3. Agenda
1. From taylorism to
knowledge work
2. IT support
3. ACM and BPM
4. Case study
5. Human aspects in BPM
6. Type of communication
Adaptive Case Management - OOW | 2012 Seite 3

4. 1 From taylorism to knowledge work
Adaptive Case Management - OOW | 2012 Seite 4

5. The industrial revolution:
Bringing mass-production to our world
Adaptive Case Management - OOW | 2012 Seite 5

6. With taylorism came the production worker
Adaptive Case Management - OOW | 2012 Seite 6

7. The key: Serial Execution of a well-defined
process (and no exceptions!)
Exceptions…
A4
Trx
A1 A2 Trx
A3 D1 A5
http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518
Adaptive Case Management - OOW | 2012 Seite 7

8. Taylorism: production workers everywhere …
Adaptive Case Management - OOW | 2012 Seite 8

9. Work has changed today:
A new role emerged: the knowledge worker
 Innovation in business
concepts
 Division of Labor
 Work & Component
Standardization
 Efficiency studies &
Improvement
 Management
 Innovation in technology
 Tools
 Machines
Adaptive Case Management - OOW | 2012 Seite 9

10. Why and how to give the knowledge
2 worker better IT support?
Adaptive Case Management - OOW | 2012 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
Adaptive Case Management - OOW | 2012 Seite 11

12. BPM technology. The solution?
Adaptive Case Management - OOW | 2012 Seite 12

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…
Adaptive Case Management - OOW | 2012 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
Adaptive Case Management - OOW | 2012 Seite 14

15. Goal-oriented – like a navigation system
Adaptive Case Management - OOW | 2012 Seite 15

16. No difference between straight-through and
manual processing
http://www.beinformed.com
Adaptive Case Management - OOW | 2012 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
Adaptive Case Management - OOW | 2012 Seite 17

18. Focus is set on the “case”
… 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
affect pension … employer
changes
http://www.beinformed.com
Adaptive Case Management - OOW | 2012 Seite 18

19. 3 ACM and BPM
Adaptive Case Management - OOW | 2012 Seite 19

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/
Adaptive Case Management - OOW | 2012 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/
Adaptive Case Management - OOW | 2012 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
Adaptive Case Management - OOW | 2012 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.
Adaptive Case Management - OOW | 2012 Seite 23

24. BPM and ACM
http://www.masteringtheunpredictable.com
Adaptive Case Management - OOW | 2012 Seite 24

25. BPM and ACM: ACM is data-centric
http://www.masteringtheunpredictable.com
Adaptive Case Management - OOW | 2012 Seite 25

26. Social – Multiple stakeholders working on a case
Shifting Mass
requirements Customization
Interpretation
Driving the
of ambiguous
process Administrative
Consumer, Citizen, information
Professional
Business
Minimal Making operational
burden decisions
Conflicting stakeholder
requirements
Spotting and Operational
driving change excellence
Manager,
Strategist http://www.beinformed.com
Adaptive Case Management - OOW | 2012 Seite 26

27. Going with adaptive processes
doesn‘t mean chaos
http://www.masteringtheunpredictable.com
Adaptive Case Management - OOW | 2012 Seite 27

28. Technical solutions
http://www.masteringtheunpredictable.com
Adaptive Case Management - OOW | 2012 Seite 28

29. Although case management technology is
recognized as separate technology component …
© Forrester Wave™:
Dynamic Case Management, Q1 ’11
Adaptive Case Management - OOW | 2012 Seite 29

30. The anatomy of a stage instance at runtime
Knowledge area Activity Area
Other related
entities Next (possible)
Related entity (history, shell
(1) audit)… Next (possible)
shell
Next (possible)
Central entity shell
Next (possible)
shell
Related entity Related entity
(2) (3)
Add another
…
Standard tools (gmaps / calendar / calc / mail) Save for later
Adaptive Case Management - OOW | 2012 Seite 34

31. Basic building blocks for acm
Knowledge area Activity Area
Other related
entities Next (possible) shell
Related entity (history,
(1) audit)… Next (possible) shell
Next (possible) shell
Central entity
Next (possible) shell
Related entity Related entity
(2) (3)
Add another
…
Standard tools (gmaps / calendar / calc / mail) Save for later
Task Engine Process Engine Service Bus DMS
Adaptive Case Management - OOW | 2012 Seite 35

32. Evolution of Oracle SOA platform:
complete & integrated
12c
• Collaboration
• Deep runtime
monitoring
• “Make hard things
simple”
Adaptive Case Management - OOW | 2012 Seite 36

33. BPM Case Management Evolution
Today BPM 11.1.1.7 BPM 12c
Robust Built-in Case Management as a Industry Leading
Case Management first class feature Case Management
Case introduced as a first class Expand and improve features
Combination of BPMN, WebCenter introduced in 11.1.1.7 to provide
artifact in BPM with support for
Content, Business Rules, and ADF leading edge adaptive case
milestones, events, adhoc activities,
supporting case management. management solution.
etc.
Adaptive Case Management - OOW | 2012 Seite 37

34. Rich Support for Event Driven Processing
Adaptive Case Management - OOW | 2012 Seite 38

35. Flexibility to Handle Variability in Processing
End-users can also add
participants anywhere in
Task routing flow
End-users can
reassign, re-route,
delegate Tasks
Adaptive Case Management - OOW | 2012 Seite 39

36. Activity Guides for Case Processing
Adaptive Case Management - OOW | 2012 Seite 40

37. Process Spaces - Instance/Case Space
Audit trail for this process
instance
Documents specific to this
Fraud Investigation
Discussions on this Fraud
investigation
Adaptive Case Management - OOW | 2012 Seite 41

38. Case as a First Class Component
Design Time Case Artifact Sample Case User Interface
Adaptive Case Management - OOW | 2012 Seite 42

39. 4 Case study
ACM is not only for the knowledge worker:
The repetitive worker profits, too.
Adaptive Case Management - OOW | 2012 Seite 43

40. 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
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.
Adaptive Case Management - OOW | 2012 Seite 44

41. Context for various choices to approach BPM
External Org: Ministry of Labor Funds Financial
Resoures Management Stake
RoI holder
Domain
Domain
Domain: Manage
Unemployed Markets
Management
Value Chain Value Chain Customers
Business Processes Value Chains Goals Goals Goals
Value Chain: Manage Unemployment eBPMN
Enter
Work on claim
Unemployment
Main Process BPMN
Agree on
procesesses
Business Process
BPMN Clerk
Request to Make Conduct occupational
show up appointment counceling or ACM
Analyser
Task
Make appointment Task Flow
Clarify or ACM
Check whether
customer‘s
Book Date invitation
concern
necessary
Adaptive Case Management - OOW | 2012 Seite 45

42. BPMN represents rigid processes
Adaptive Case Management - OOW | 2012 Seite 46

43. 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
„new“ selected „change existing“ selected
Create new appointment business process
Move existing appointment 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
Adaptive Case Management - OOW | 2012 Seite 47

44. The beauty of rigid BPMN processes:
You can model business knowledge of variances
Handle appointment business process
Select type of action on appointment
„new“ selected „change exisiting“ selected
Create new appointment business process
Move existing appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc. The printer
does not work
– what shall I
Book date
do next?
Check whether invitation necessary
create print
Create invitation Print invitation
Process participant
Adaptive Case Management - OOW | 2012 Seite 48

45. 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,
„new“ selected „change exisiting“ selected I just do what
I am told by
Move existing appointment the process
Create new appointment business process
business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book date Process participant
Check whether invitation necessary Printer not working in create new
appointment business process
Clerk
create print Save Order „print
data later“
Create invitation Print invitation
Backoffice Print and
send invitation
Adaptive Case Management - OOW | 2012 Seite 49

46. The problem of rigid BPMN processes: You can
not model business knowledge of all variances!
Handle appointment business process
Move existing appointment
Clarify Concern
Select type of action on appointment business process
exception
Clarify Concern
exception
Collect appointment
„new“ selected „change exisiting“ selected Clarify Concern data exception
exception
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book date
Check whether invitation necessary Printer not working in create new appointement
Clerk business process
create print
Save data
Create invitation Print invitation
Backoffice
Print and send invitation
Adaptive Case Management - OOW | 2012 Seite 50

47. And this is a very predictable process!
Handle appointment business process
Select type of action on appointment
„new“ selected „change exisiting“ selected
Create new appointment business process
Move existing appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book date
Many supporting processes
Check whether invitation necessary tend to be more predictable than
differentiating processes
create print (R&D etc.)
Create invitation Print invitation
Adaptive Case Management - OOW | 2012 Seite 51

48. 5 Human aspects in BPM
Adaptive Case Management - OOW | 2012 Seite 52

49. Rigid vs. Adaptive:
Impacts on the human user
Rigid vs. Adaptive
Adaptive Case Management - OOW | 2012 Seite 53

50. Highly repetitive processes reduce the human to
an async service!
Handle appointment business process
Move existing appointment
Select type of action on appointment business process
„new“ selected „change exisiting“ selected
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Process participant
Book date
Check whether invitation necessary Printer not working in create new appointment
business process
Clerk
create print Save Order „Print
data later“
Create invitation Print invitation
Backoffice Print and
send invitation
Adaptive Case Management - OOW | 2012 Seite 54

51. 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
„new“ selected Move existing appointment
business process
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Process participant
Book date
Check whether invitation necessary
create print
Create invitation Print invitation
Adaptive Case Management - OOW | 2012 Seite 55

52. And he can decide on how to deal with all these
exceptions!
Handle appointment business process
Select type of action on appointment
Move existing appointment
business process
„new“ selected „change exisiting“ selected
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
etc.
Process participant
Collect appointment data
Book date
Printer not working in create new appointment
Check whether invitation necessary
business process
Clerk
create print Save Order „Print
data later“
Create invitation Print invitation
Backoffice Print and
send invitation
Adaptive Case Management - OOW | 2012 Seite 56

53. The chosen BPM solution type
(rigidBPM or adaptiveBPM)
6 determines the type of communication
Adaptive Case Management - OOW | 2012 Seite 57

54. A process should support the customer
and his concern
Process participant
Customer
Adaptive Case Management - OOW | 2012 Seite 58

55. A scripted process does not always support
this goal …
Process (Page Flow)
customer
Policies and Business The process participant has no chance
rules further limit the to help the customer with his needs on
problem-solving an hoc basis with activities that are not
measures prescribed.
He follows a rigid script.
Script
His attention level lowers.
He does not feel responsible for the
customer and the case.
Adaptive Case Management - OOW | 2012 Seite 59

56. How does a scripted process look and feel?
Process (Page Flow)
customer
Script
Adaptive Case Management - OOW | 2012 Seite 60

57. Each step maps to a mini wizard
Handle appointment business process
Select type of action on appointment
„new“ selected „change exisiting“ selected Move existing appointment
business process
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Handle appointment GUI
Book date
Handle appointment Handle customer
Check whether invitation necessary
Ask customer what he wants to do
create print  Create new appointment
Create invitation Print invitation  Move existing appointment
Cancel Next
Adaptive Case Management - OOW | 2012 Seite 61

58. How to clarify customer‘s concern
Handle appointment business process
Select type of action on appointment Move existing appointment
business process
„new“ selected „change exisiting“ selected
Create new appointment business process
Create new appointment GUI
Clarify customer‘s concern
Handle appointment Handle customer
unemployment occupational councelling
application Clarify customer‘s
concern
Collect appointment data etc.
Clarify customer‘s concern
Book date
 Appointment for unemployment application
 Appointment for occupational councelling
Check whether invitation necessary  Appointment for regular status report
 Customer concern could be clarified ad hoc
Concern could be clarified ad hoc
 Customer concern could not be clarified
create print
Create invitation Print invitation
Cancel Back Next
Adaptive Case Management - OOW | 2012 Seite 62

59. Collect appointment data micro wizard
Handle appointment business process Create new appointment GUI
Select type of action on appointment
Handle appointment Handle customer
„change exisiting“ selected
„new“ selected
Move existing appointment business process Clarify customer‘s Collect
concern appointment data
Create new appointment business process
Clarify customer‘s concern
Customer Text entry field
unemployment occupational councelling
application
Type of concern Councel 
Collect appointment data etc.
Type of Next appointment 
Book date appointm.
Responsible Angelika Meier 
Check whether invitation necessary
Place Hamburg-Altona 
create Date 21.02.2012
print
Create invitation Print invitation Time 10:20
Cancel Back Next
Adaptive Case Management - OOW | 2012 Seite 63

60. Book date micro wizard
Handle appointment business process Create new appointment GUI
Select type of action on appointment Handle Handle customer
appointment
„change exisiting“ selected
„new“ selected Clarify customer‘s
Move existing appointment business process concern
Collect
Create new appointment business process appointment data
Clarify customer‘s concern
Book date
unemployment occupational councelling
application
Collect appointment data etc.
Book date
Check whether invitation necessary
create print
Create invitation Print invitation
Cancel Back Next
Adaptive Case Management - OOW | 2012 Seite 64

61. There is a one to one mapping from process
model to screenflow
Handle appointment business process
Move existing appointment
Select type of action on appointment business process
„new“ selected „change exisiting“ selected
Create new appointment GUI
Create new appointment business process
Handle appointment Handle customer
Clarify customer‘s concern
Clarify customer‘s Collect
unemployment occupational councelling concern appointment data
application
Collect appointment data etc. Book date Check invitation
Book date
Check whether invitation
necessary Check with cutomer whether invitation is
necessary
create print  Invitiation is necessary
Create invitation Print invitation  No invitation necessary
 Print invitation
Cancel Back Finish
Adaptive Case Management - OOW | 2012 Seite 65

62. 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
Adaptive Case Management - OOW | 2012 Seite 66

63. BPM / ACM: Best practice for service design
Problem: Transactional services along process step
Business Processes
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
Services Services Services
writing writing writing
service A service B service C
Adaptive Case Management - OOW | 2012 Seite 67

64. Goal-oriented: At the end of a process step
you have a business object in a certain state
Journey to
Munich
Status: arrived
Adaptive Case Management - OOW | 2012 Seite 68

65. BPM / ACM: Best practice for service design
Reduce complexity through status oriented BO service
Business Processes
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
Services Services Services
Reading Readingr Transactional
Service A Service B Service C
Appointment
Status:
entered
Adaptive Case Management - OOW | 2012 Seite 69

66. 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
Adaptive Case Management - OOW | 2012 Seite 70

67. 7 Conclusion
Adaptive Case Management - OOW | 2012 Seite 71

68. Conclusion
 Increase of efficiency
 NOT via automation of routine work. That’s already in SAP.
 But by giving knowledge workers a perfect work environment. Enable them to:
 Make better decisions (more informed)
 Concentrate on core business
 Not ACM instead of BPM
 ACM is a new tool in the architect’s toolbox.
 ACM principles apply to both
 BPMN level AND microflow level (ADF task flow).
 ACM is not only for the knowledge worker
 The repetitive worker profits, too.
 Don’t imprison the knowledge worker in rigid processes
 Watch out, if people aren’t allowed to make decisions on their own.
Adaptive Case Management - OOW | 2012 Seite 72

69. Contact:
Hajo Normann
SOA/BPM Center of Practice ASG Lead,
Oracle ACE Director,
AS&T Innovation, Accenture GmbH
hajo.normann@accenture.com
Torsten Winterberg
Business Development & Innovation,
Oracle ACE Director
OPITZ CONSULTING GmbH
torsten.winterberg@opitz-consulting.com
Adaptive Case Management - OOW | 2012 Seite 73