adaptive case management workshop 2014 - keynote

Keith D Swenson

Sept 2014

Ulm, Germany

AdaptiveCM Workshop 2014 Keynote: status of the field so far

Innovation refers to the introduction of novel ideas or methods.

Knowledge workers … high degree of expertise, … involves the creation, distribution, or application of knowledge. - Thomas Davenport

Knowledge worker productivity is the biggest of the 21st century management challenges. In the developed countries it is their first survival requirement. - Peter F Drucker

By a number of estimates, • intellectual property, • brand value, • process know-how, and • other manifestations of brain power

generated more than 70% of all US

market value created over the past three decades. - “The Productivity Imperative”, McKinsey and Company

“The System”

Your

Organization

IT

System

&

People

Offices

Agreements

Skills Expertise

Relationships

Hardware

Software

Data

Desire to

optimize

the entire

system

Definition of BPM

Business Process Management (BPM) is a

discipline involving any combination of

modeling, automation, execution,

control, measurement and optimization

of business activity flows,

in support of enterprise goals,

spanning systems, employees, customers and partners

within and beyond the enterprise boundaries.

Ap

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Ema

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Variable, Unique Predictable, Repeatable

Notes Documents

& Unstructured

Data

Databases &

Structured

Data

Dependencies

Unpredictable does not mean Random

Weather is unpredictable, but not random

Weather is predictable, but only a few days in advance

Predictability is related to Dependencies

Something that is “independent” is self contained and generally

predictable.

Something that is dependent on a small number of external things might

be predictable to the extent that the external things are predictable

Something dependent on large numbers of external things, or dependent

upon unpredictable things, generally can’t be predicted

Look for the amount of external dependency

Closed Systems

Even a closed system with no external dependencies can be

unpredictable.

lots of internal dependencies

iterations over and over

overly sensitive responses

Unpredictability is when the number of variables overwhelm the

possibilities.

This is known as chaos

but it is not random

It is not just that you don’t know the status well enough to predict, but

that it is impossible to know the status that well

Repeatability

Repeatable = Predictable

perfectly repeating == perfectly predictable

Can be differences, and still be repeatable

Everything is predictable the moment before it happens

It is about the amount of time ahead.

this is the prediction horizon

If the process lasts longer than the prediction horizon, then we

call it unpredictable.

It can not be predefined, and must be managed “on the fly”

Examples of Predictability Types

Predictability Description Change Horizon Work Duration

Very High Factory Work Many years Minutes to days

Very high Food Preparation Many years minutes

High Server Integration Years Minutes

Medium Order fulfillment Weeks to months Minutes to hours

Low Social Work Weeks to years Weeks to years

Very low Medical treatment Days to weeks Weeks to years

Very low Detective Hours to weeks Weeks to years

It is all about time

Unstructured

Late-structured

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Data

Databases &

Structured

Data

Development Investment

High Low

End User Effort

Low High

Cost to Modify

High Low

Control of Process

High Low

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Process Technology

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Notes Documents

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Data

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Structured

Data

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Pro

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CM

Ad

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Notes Documents

& Unstructured

Data

Databases &

Structured

Data

Traditional Programming model

Java

C++

C#

Design, develop, test, release

Very robust

Very Scalable and Performant

Costly to develop

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Notes Documents

& Unstructured

Data

Databases &

Structured

Data

Design using a process model

Easier to explain to business people

Easier to change and modify

Still mainly about server to server

integration, data flows

BPEL, Straight-Thru-Processing

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Notes Documents

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Data

Databases &

Structured

Data

Design using a process model

Model automatically takes care of

things that people do:

• reminders

• reassignment

• delegation

• escalations

• roles

• deadlines

Easier to

explain to

business

people

Easier to

change and

modify

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Data

Databases &

Structured

Data

Production Case Mgmt

Design using a case

model, but for

knowledge worker

Processes are more like

menu choices

Data is center

High volume

Knowledge Worker

for hire

Design remains

separate from users

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Notes Documents

& Unstructured

Data

Databases &

Structured

Data

Not designed using a model,

but simply styled by the

knowledge worker.

Guidelines NOT guardrails

Designed data objects

Checklists

More documents

More msgs and

notes

Less DB use

Planning is part of

the work

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Data

Databases &

Structured

Data

Less customizable,

More basic capabilities

Special purpose cloud based

collaborative applications

• eVite, event bright

• Discussion forums

• Wiki

• Basic CMS

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Notes Documents

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Data

Databases &

Structured

Data

Traditional communications

only,

No structure

All message and attachments

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Notes Documents

& Unstructured

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Data

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Pro

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Ad

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Scripted and

Enforced

Process

Little or

No Defined

Process

History

1990’s Workflow, Business ProcessReengineering

2000’s Business Process Management

2010 – Emergence of Adaptive Case Management

Mastering the Unpredictable

2011, 2012, 2013, 2014 – Adaptive Case Management

Excellence Awards – 38 Use Cases Documented

Taming the Unpredictable, How Knowledge Workers get things done,

Empowering Knowledge Workers, and a new one…

2012-2013 AdaptiveCM Workshop 1 & 2

Now: AdaptiveCM 2014

Workflow Management Coalition

• Standards • Books • Awards • Information

Four years running. Four books

Real-life use cases.

Experience with ACM.

http://AdaptiveCaseManagement.org/

Workflow Management Coalition

2014: Thriving on Adaptability:

Best practices

for knowledge workers

Workshop on Adaptive Case Management and other non-

workflow approaches to BPM

2012 – Talinn Estonia, with BPM 2012

2013 - Graz , Austria, with OTM 2013

2014 – Ulm, Germany, with EDOC 2014

This continues to represent the leading research in ways to

support unpredictable work patterns.

for interoperability

A Canonical Scenario

Canonical Scenario

Patient

Alex

Primary Doctor

Betty

Back Specialist

Charles

Physical Therapist

Dennis

1. Always specialists

2. Separate companies

3. Must coordinate

4. Info sensitive

Confer Tests

Do

Do

Do Primary Doctor

Meet Research Recommend

Back Specialist

Assess Treat Conclude

Physical Therapist

Personal Assistant

Complexity & Emergence

Simple Rules to Emergent Behavior

1. Bunch

2. Swoop

3. Swirl

1. Avoid hitting each

other,

2. Stay near the flock,

3. Match velocity of

neighbors.

Deriving Rules is Difficult or Impossible

1. Avoid hitting each

other,

2. Stay near the flock,

3. Match velocity of

neighbors.

1. Bunch

2. Swoop

3. Swirl

?

Maybe we are focusing

on the wrong things?

Questions

Closed vs. Open systems

Monolithic System Assumption

Coherent Designer

Emergent Processes

Business Interaction Etiquette - not Protocols

e.g. Net 30 payment terms

Anti-fragile System Ideals

Personal Assistants

Cognoscenti

Open Source Project

https://code.google.com/p/cognoscenti/

Test bed & reference implementation for:

Case exchange protocol

Federated case management

Personal assistant

Demo

Alex Betty’s

Practice

Charles’

Practice

Dennis’

Space

Hosted on

Cloud Server

Hosted on

This Laptop

1. Personal Assistant helps coordinate communications

2. This is safer than email

Confer Tests

Do

Do

Do Primary Doctor

Primary

Doctor

Back

Specialist

Confer Tests

Do

Do

Do Primary Doctor

Personal

Assistant

What does it take to

make this software

act like a person?

Primary

Doctor

Back

Specialist

Personal

Assistant

Case Cloning

Confer Tests

Do

Do

Do Primary Doctor


Back Specialist

Personal

Assistant

Cloning: copy documents & data

Confer Tests

Do

Do

Do Primary Doctor


Back Specialist

PA has to bring

copies of DB

and documents Personal

Assistant

Confer Tests

Do

Do

Do Primary Doctor


Back Specialist

PA synchronizes

back when changed

within lower process Personal

Assistant

Fan-out Problem – Interworking All

Many

Primary

Doctors

Many

Back

Specialists

Many

Physical

Therapists

Differing Representations of Patient

Primary

Doctor

Back

Specialist

Physical

Therapist

Patient Info

Patient Info

Patient Info

Agent Must

Primary

Doctor

Back

Specialist

Physical

Therapist

Patient Info

Patient Info

Patient Info

Transform

schema

between

levels

semantic mapping

semantic mapping

semantic mapping

possibly

using

mapping

to

standard

ontology

Personal

Assistant

Personal

Assistant

Personal Assistant Can

Receive and screen notifications – filter the spam for

relevant notifications.

Task Introduction – find offered tasks, gather additional

information

Task Acceptance – sending a notice back to the sender.

Clone Project –automatically retrieve all the accessible.

Determine the Template –and start the process if necessary.

Synchronize – in both directions.

Transform Data – access the taxonomies that give the

semantic meaning of the data, and use that to transform the

data to a suitable form while synchronizing

Summary

In the future we might see

personal assistants interacting

with other personal assistants,

cloning & synchronizing projects,

and the large scale processes

emerging from that interaction.

Questions?

Keith D Swenson Adaptive Case Management Get free chapter of new book at http://workcast.org/