ITXpo Adaptive Case Management, by Derek Weeks
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The document discusses how adaptive case management (ACM) can help knowledge workers like Bryan and Jenny deal with unstructured work. It notes that 80% of knowledge work is unstructured. Bryan implemented an ACM solution that gives Jenny more flexibility and empowerment to handle complex, unique cases from both desktop and mobile devices. It also gives her manager Tom better visibility into the team's work. The ACM approach helped Bryan deliver solutions faster and eliminate delays due to code changes.
ITXpo Adaptive Case Management, by Derek Weeks
- 1. “The business world has always been unstructured, it is the computers and apps that were not.” Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker BUSINESS PROCESS SOLUTIONS 1
- 2. Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker Derek E. Weeks Senior Director BPM Corporate and Product Marketing OpenText BUSINESS PROCESS SOLUTIONS 2
- 3. meet Bryan BUSINESS PROCESS SOLUTIONS 3
- 4. the IT Pro BUSINESS PROCESS SOLUTIONS 4
- 5. Bryan works here…… BUSINESS PROCESS SOLUTIONS 5
- 6. his case management application was getting long in the tooth….. BUSINESS PROCESS SOLUTIONS 6
- 7. 9 months ago, he faced three challenges….. development change and user time, requests, expectations….. BUSINESS PROCESS SOLUTIONS 7
- 8. 1/3 of the Bryan’s internal clients will be mobile workers by 2013 BUSINESS PROCESS SOLUTIONS 8
- 9. in the next 5 years, new hires will barely use email….. BUSINESS PROCESS SOLUTIONS 9
- 10. 1 in 12 on the planet use Facebook. (1 in 3 for Bryan) BUSINESS PROCESS SOLUTIONS 10
- 11. 68% of employees are on LinkedIn…. BUSINESS PROCESS SOLUTIONS 11
- 12. 1 in 5 play an online social game….. BUSINESS PROCESS SOLUTIONS 12
- 13. 20% customize their homepage….. BUSINESS PROCESS SOLUTIONS 13
- 14. Bryan has been supporting old-style, rigid, enterprise applications… BUSINESS PROCESS SOLUTIONS 14
- 15. his business has 290 resources are working on cases….. BUSINESS PROCESS SOLUTIONS 15
- 16. Bryan understands that 80% of knowledge work is unstructured….. BUSINESS PROCESS SOLUTIONS 16
- 17. the nature of their world has changed…… …what people want. …the way we work. …how businesses operate. BUSINESS PROCESS SOLUTIONS 17
- 18. The new app needed to be more flexible to meet the needs and expectations of the new iWorker..… BUSINESS PROCESS SOLUTIONS 18
- 19. meet Jenny BUSINESS PROCESS SOLUTIONS 19
- 20. the new iWorker BUSINESS PROCESS SOLUTIONS 20
- 21. Jenny also works here…… BUSINESS PROCESS SOLUTIONS 21
- 22. but occasionally works here…… BUSINESS PROCESS SOLUTIONS 22
- 23. her case work involves… BUSINESS PROCESS SOLUTIONS 23
- 24. the Claims Team is located here….. BUSINESS PROCESS SOLUTIONS 24
- 25. each case is unique… BUSINESS PROCESS SOLUTIONS 25
- 26. each work item is complex BUSINESS PROCESS SOLUTIONS 26
- 27. Jenny knows many of the rules and policies…. BUSINESS PROCESS SOLUTIONS 27
- 28. but is not an expert, so guardrails do help… BUSINESS PROCESS SOLUTIONS 28
- 29. no assignment has a pre-determined outcome… BUSINESS PROCESS SOLUTIONS 29
- 30. So Jenny found her way around working within a large team, sometimes from a remote location.... BUSINESS PROCESS SOLUTIONS 30
- 31. but she would ask Bryan...... BUSINESS PROCESS SOLUTIONS 31
- 32. about sharing case information, understanding the rules, and serving customers with urgent needs… BUSINESS PROCESS SOLUTIONS 32
- 33. let’s not forget Jenny’s boss Tom…. BUSINESS PROCESS SOLUTIONS 33
- 34. Tom spends over 2 hours a day searching for information and compiling reports…... BUSINESS PROCESS SOLUTIONS 34
- 35. business demands changed constantly… BUSINESS PROCESS SOLUTIONS 35
- 36. No insight into real time needs or bottlenecks….. BUSINESS PROCESS SOLUTIONS 36
- 37. 9 months ago Jenny and Tom were using these tools..… BUSINESS PROCESS SOLUTIONS 37
- 38. Bryan did his research….. BUSINESS PROCESS SOLUTIONS 38
- 39. Thanks to Bryan, today they use these tools….. BUSINESS PROCESS SOLUTIONS 39
- 40. Jenny uses adaptive case management to get her work done….. Reviews images of the customer policy on her desktop Content is presented in context. She verifies details of the policy holder Works through her assigned task list and adds notes to the case BUSINESS PROCESS SOLUTIONS 40
- 41. Jenny’s colleagues can review the Case Folder for anything related to the case from start to finish Everyone can see the Documents list that provides a complete history of any document sent to or received from the case BUSINESS PROCESS SOLUTIONS 41
- 42. Jenny can create new tasks or add new processes….. without waiting for Bryan’s code changes….. BUSINESS PROCESS SOLUTIONS 42
- 43. on the road, Jenny is empowered and never out of touch… Add data, images or content to a case, enabling her to process work from anywhere. Add collaboration posts and then track them. Find expertise immediately. BUSINESS PROCESS SOLUTIONS 43
- 44. Her colleagues can also collaborate within in- progress work folders and view of any outstanding tasks or documents Any event feed or IM session is integrated with the case. Event feeds and collaboration are displayed in context BUSINESS PROCESS SOLUTIONS 44
- 45. and what about Tom?..... BUSINESS PROCESS SOLUTIONS 45
- 46. he now has visibility to everything his team is working on….. Track performance and SLA’s to better understand how his business is servicing customers See team backlogs and escalated work items Keep track of his own tasks Follow and participate in team discussions BUSINESS PROCESS SOLUTIONS 46
- 47. and Bryan?..... BUSINESS PROCESS SOLUTIONS 47
- 48. Bryan delivers solutions faster with out-of- the-box user applications…. BUSINESS PROCESS SOLUTIONS 48
- 49. Bryan Jenny is keeping Tom has better eliminated the customers visibility to his tug of war….. happy….. business….. BUSINESS PROCESS SOLUTIONS 49
- 50. Adaptive Case Management (ACM) works the way we want to….. Dynamic and Content People Intelligence Collaboration Structured Process BUSINESS PROCESS SOLUTIONS 50
- 51. ACM needs to be collaborative Social Computing • Connect participants • Empower participants • Keep processes relevant Communications Context • Voice, text, messaging • Process context • White-boarding, app sharing • Case and content context • Presence • Participant context Process Participant BUSINESS PROCESS SOLUTIONS 51
- 52. ACM needs to address structured and unstructured work High Structure Low Predefined & repeatable Process pattern Ad hoc & evolutionary Efficiency & scale Objective Problem resolution System Creation Investment Enabling iWorkers Data entry Example Contract Creation BUSINESS PROCESS SOLUTIONS 52
- 53. ACM needs to deal with business as it happens….. BUSINESS PROCESS SOLUTIONS 53
- 54. ACM rethinks how work gets done….. BUSINESS PROCESS SOLUTIONS 54
- 55. After 110 years with a paper- based claims process, Physicians Mutual went paperless in 2010. BUSINESS PROCESS SOLUTIONS 55
- 56. Loan exception reporting and reviews were reduced from 7 days to seconds. BUSINESS PROCESS SOLUTIONS 56
- 57. Claims processing time dropped 13% in first quarter. No increase in staff for 5 years, during 100% business growth. BUSINESS PROCESS SOLUTIONS 57
- 58. UNICOR consolidated 5 systems into one, eliminated daily printing of 20K documents, and streamlines work based on roles/skills. BUSINESS PROCESS SOLUTIONS 58
- 59. we have a broad range of ACM customers….. BUSINESS PROCESS SOLUTIONS 59
- 60. who are applying ACM and where…. FS/Banking Insurance Government Retail/Manufacturing Account Opening & New Business, Finance and Admin Order-to-Cash (Dispute Servicing (IRA, ISA, etc), Underwriting & Enrollment (Permits, Taxes, Child Resolution, etc), Product Account disputes, Support,etc) line management and approval Merchant Services, Mutual Claims Processing, eGovernment eFiling Procure-to-Pay (Trade Fund Record Keeping Appeals and Grievances and Inquiries, Citizens Spend capture & Supply Services Management) Loan Processing, mortgage Customer eJustice for Courts Casefile Product line management processing, Service/Exception Handling Management, Redaction and approval Workforce Management Correspondence Law Enforcement, DNA Workforce Management Management, Policy Offender Tracking, Change Management Automatic Weapon Lifecycle Tracking Compliance, Exception Compliance, Exception Compliance, Exception Compliance, Exception Handling Handling Handling, Air Quality Handling, Air Traffic Control Control, Endangered Beacon Maintenance Species Tracking BUSINESS PROCESS SOLUTIONS 60
- 61. 10 Years Deep Roots in Persona- Case Management + Process and Document + based BPM innovation Experience Management BUSINESS PROCESS SOLUTIONS 61
- 62. Where did Bryan learn more about Case Management?….. …visit the case management …download Forrester’ s 2011 …get the free eBook at resource center at case management wave from http://bit.ly/ACM_book http://bit.ly/ACM_Resource http://bit.ly/ACM_Wave BUSINESS PROCESS SOLUTIONS 62
- 63. Thank You BUSINESS PROCESS SOLUTIONS 63