oracle open world 2013 case management smiers / kitson
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Case Management with the Oracle BPM Suite Léon Smiers Nicholas Kitson
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Program Agenda
§ Patterns for Case Management § Design choices & Approach § Demo
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Patterns for Case Management
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§ Activities § Information § People § Insight
Bringing together
Case management – Whats it all about
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This is a story about two anoraks
The secret to CM success is Approach and process
The secret to CM success is patterns
This guy’s a technical theorist And he’s Dutch
This guy’s a process junkie And he’s British
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Do you want to read my book? Case Stop Pattern
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A Funny thing happened on the way to the forum
Patterns led
Design Approach
Case Stop Pattern
Case Activity fragment
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Pattern Led Approach For Case Management
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What flavour is your case pattern
Processes & Duration
Rules
Actors
Our patterns are classified using…….
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What flavour is your case pattern
Processes & Duration
Rules
Actors
Simple : Spreadsheet Automation In-process Rules Routing
Few processes (1-5)
Few, 1-2
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What flavour is your case pattern
Processes & Duration
Rules
Actors
Medium : Limited Investigation
2-4
Escalation & SLAs
5-10 Processes
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What flavour is your case pattern
10+ Processes
Complex policy, routing SLA’s
4+
Processes & Duration
Rules
Actors
Complex Long running - Credit Card Dispute
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What flavour is your case pattern
The separate design patterns can be adapted for any number of different use cases across the enterprise
Simple : Spreadsheet Automation
Medium : Limited Investigation Complex : Long running - Credit Card Dispute
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Police investigation
Examples case management patterns
Event pattern
Measurement pattern
Data security pattern
360 overview pattern
Prosecutor Milestone pattern
Measurement pattern
Data security pattern
360 overview pattern
Document workflow pattern
Complaints
Mortgages
Measurement pattern
360 overview pattern
Milestone pattern
Document workflow pattern
Patent bureau
Measurement pattern
360 overview pattern
Document workflow pattern
Data security pattern
Police ‘from crime to court’ case
Measurement pattern
360 overview pattern
Milestone pattern
Document workflow pattern
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Design choices & Approach
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Case Management architecture
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Case Management with Oracle in practice
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Case Management experiences with first version
Con’s § Case management functionality is not
as intuitive as process functionality in Oracle BPM
§ UI layer (360 view) currently lacking § Testing a Case requires entering a
complex XML
Pro’s § Fast delivery § Maximal reuse of existing SOA/BPM
assets § Process design is simplified § Case Management thin layer
• Activities executed in BPM processes • The work horse for handling case:
Case Management Rules engine § Shared data & document
environment
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§ First assets in the project are § A Case object § A related Rule component § The Case is exposed as a
services to the outside world
Creating the case
Oracle Case Management The Lifecycle
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§ Define on high level § The Milestones (lifecycle) § The possible outcomes of the
case
Milestones and outcomes
Oracle Case Management The Lifecycle
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§ At any given point in time a user can interfere in the action of a case.
§ This user event is then handled by the Case engine
Event management
Oracle Case Management The Lifecycle
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§ Data objects shared across the case
§ All documents related to the case are stored in a centralized Case folder.
Information design
Oracle Case Management Information design
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§ Create a process with start/ending message
§ Any process start/ending with message can be promoted to a Case Activity.
Process case connection
Oracle Case Management The Lifecycle
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§ After creation a Case Activity is added to the pallet
• Defines in/output of process as part of Case
§ The Process is made part of the composite and connected to the Case
Case processes
Oracle Case Management The Lifecycle
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§ Work horse § Case Management rule engine § Based upon event start
• Sequence of actions • Start/withdraw activities • Closing of milestones
Case rule engine
Oracle Case Management The Lifecycle
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§ Examples
Rule engine
Oracle Case Management The Lifecycle
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§ Portal for giving 360 view § Combining task and content data § Case progress info
ADF
Oracle Case Management User centricity
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Summary
§ We need pattern lead approach § Different flavors of patterns exist § Oracle Case Management
• Simplifies the solution and increases speed of delivery • Adds a new dimension to process delivery • Supports re-landscaping
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Resources
http://oracle.com/BPM
Twi$er @OracleBPM #oraclebpm Facebook facebook.com/OracleBPM Oracle’s BPM blog blogs.oracle.com/BPM
http://www.oracle.com/partners
http://www.capgemini.com/business-process-management-bpm http://www.capgemini.com/blog/capgemini-oracle-blog
32 Copyright © Capgemini 2012. All Rights Reserved
Oracle Business Process Management | July 2012
Contact information
Léon Smiers Principal Consultant leon.smiers@capgemini.com Mobile: +31 6 1503 0373 Blog : http://leonsmiers.blogspot.com and http://www.capgemini.com/blog/oracle-blog Twitter : http://twitter.com/leonsmiers Cora model : http://www.coramodel.com Capgemini expert page : http://www.capgemini.com/experts/oracle-solution-architecture/leon-smiers Oracle ACE
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Nicholas Kitson Principal Consultant nicholas.kitson@capgemini.com Mobile: +44 7557430780 Twitter : http://twitter.com/nkitson72 Capgemini expert page : http://www.capgemini.com/experts/oracle-solution-architecture/nicholas-kitson
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The information contained in this presentation is proprietary. Copyright © 2013 Capgemini. All rights reserved.
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Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model.
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