strengthen organizational agility with the latest advancements in case management
DESCRIPTION
Keith Swenson, VP of R&D and Chief Architect at Fujitsu discusses how the working world is changing and how you can use case management, particularly Fujitsu Business Operations Platform, to adapt to these changes with better speed and flexibility.TRANSCRIPT
© Copyright 2013 Fujitsu
Keith D Swenson
VP R&D, Chief Architect
Oct 2013
FUJITSU Software Interstage Business Operations Platform: Strengthen Organizational Agility with the Latest Advances in Case Management
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The working world is changing.
From making things …
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… to knowing things.
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The term robot stems from the Czech word robota, which translates roughly as ‘drudgery’ or ‘dull, repetitive labor’.
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Where To?
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Knowledge workers … high degree of expertise, … involves the creation, distribution, or application of knowledge. - Thomas Davenport
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“about 47 percent of total
US employment is at risk of elimination by computer automation” - Frey & Osborne, Oxford University,
Sept 2013
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~1995
Knowledge
Work
Routine
Work
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~2015
Knowledge
Work
Routine
Work
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85% of the new jobs created in the
past decade required complex knowledge skills: • analyzing information, • problem solving, • rendering judgment and • thinking creatively. - “The Productivity Imperative”, McKinsey and Company
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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
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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
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Where are Knowledge Workers?
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Where are Knowledge Workers?
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“The only sustainable competitive advantage is an organization's ability to learn faster than the competition.”
- Peter M. Senge,
The Fifth Discipline: The Art & Practice
of The Learning Organization
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Trends from 2013 ACM Survey
From BPM.com & WfMC
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Percent Predictable Activities
0%
5%
10%
15%
20%
25%
30%
35%
None Less Than 10% 10% - 25% 25% - 50% 50% - 75% Greater than75%
What percentage of your daily work interaction involves anticipated
or repetitive activities?
55% said that 75% or more of their work is unpredictable!
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Work Categories 2013
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Percent of time in work category
Purely ad-hoc, neverhappens the same way twice
Consistent, defined goals;varying means to achieve
Documented and managed,but not automated
Partially automated, butfrequent exceptions
Fully automated, noopportunity to change
33%
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How Common are Exceptions?
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
% exception to defined process
Less than 20%
20-40%
40-80%
More than 80%
All of Them!
What percent of work (over the
course of a week or month)
represents an exception to
standard procedures or defined
processes?
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Use of ACM in 2013
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Use of ACM today
Using ACM today
We're using ACM today vis-a-vis BPMplatform2
We're using another platform to deliverACM (CRM, ECM, et al.)
No 'official' ACM environment but realizesimilar benefits through other systems
We do not any ACM type functionalitytoday, but we're currently evaluating
Sounds interesting, but not currentlyconsidered
No interest in ACM currently, don'texpect this to change
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Poll Question 1:
Are you using Case Management in your organization?
1. Yes, doing it already
2. Planning to do it in next 6 months
3. Planning to do it in the next 12 months
4. Evaluating for the future
5. No plans
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Process Technology Spectrum
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Ap
plica
tion
De
v
Ema
il, Tex
ting
, Tw
itter, Te
lep
ho
ne
Variable, Unique Predictable, Repeatable
Notes Documents
& Unstructured
Data
Databases &
Structured
Data
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Ap
plica
tion
De
v
Ema
il, Tex
ting
, Tw
itter, Te
lep
ho
ne
Variable, Unique Predictable, Repeatable
Notes Documents
& Unstructured
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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Ap
plica
tion
De
v
Process Technology
Ema
il, Tex
ting
, Tw
itter, Te
lep
ho
ne
Variable, Unique Predictable, Repeatable
Notes Documents
& Unstructured
Data
Databases &
Structured
Data
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Ap
plica
tion
De
v
PD
S In
teg
ratio
n
Hu
ma
n P
M
Pro
du
ction
CM
Ad
ap
tive
CM
So
cial B
iz
Ema
il, Tex
ting
, Tw
itter, Te
lep
ho
ne
Variable, Unique Predictable, Repeatable
Notes Documents
& Unstructured
Data
Databases &
Structured
Data
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Ap
plica
tion
De
v
PD
S In
teg
ratio
n
Hu
ma
n P
M
PC
M
AC
M
SB
S
Ema
il, Tex
ting
, Tw
itter, Te
lep
ho
ne
Pro
du
ction
CM
Ad
ap
tive
CM
Scripted and
Enforced
Process
Little or
No Defined
Process
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Interstage BOP Case Management
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Fujitsu is a software company with a mission…
We help our customers to improve
their business operations with world-class,
process-oriented software which allows them
to change and innovate the way they do business
with greater speed and flexibility.
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Case Management isn’t just a point solution
Inflexible Application Integration
Fragmented and Inefficient Business Processes
Disparate UIs and Lack of Automation
ERP ERP CRM Legacy
App’s SCM
Our view is that Case
Management isn’t just
a product...
Case
Mgmt
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It is an Enterprise Capability
SOA-based Integration layer
Enterprise Wide Case Management
Composite Applications
ERP ERP CRM Legacy
App’s
SCM PLM
...but an enterprise
wide capability fully
integrated to existing
systems and data. With
Interstage BOP, Case
Management presents
the collaborative case,
and the right actions for
a knowledge worker
through rich composite
applications
Enterprise Wide
Case Management
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One Single Platform
Business Operations Platform (BOP)
Smart Services Grid
Corporate & Cloud Applications, Services and Data
Service Oriented Architecture (SOA)
Enterprise Service
Bus
Business
Services
Master Data
Management
Business Process Management Suite (BPMS)
Business
Process
Management
Case
Management
Rules
Management
Business
Activity
Monitoring
Composite Application Framework (CAF)
Composite
Application
User
Interfaces
Task
Management
Clo
ud
Pro
vis
ion
ing
Co
llab
ora
tive
Wo
rks
pa
ce
Case Management
as part of a wider
platform offers
significant benefit
for the whole
enterprise. The
Interstage Business
Operations Platform
allows fully
integrated Case
Management to be
deployed on-
premise, in the
private cloud and
public cloud
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A single platform, combining the world of Integration,
Business Process Management, and Composite
Application Development
Enables true business and IT collaboration via a single
Collaborative Workspace
Support for any type of workflow including human-to-human
workflows, system-to-system integration-type interactions,
hybrid processes, and even case management
Modern and open platform, built on a secure, highly
available and scalable architecture
Designed to support multi-tenancy and cloud deployment –
deploy an application development environment in a
matter of hours
Differentiators
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Customer Case Study:
Leading Independent Emergency
Center offering assistance and
service around the clock, 24/7
with a world-wide coverage
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Customer Case Study: Emergency Center
Key Challenges:
• Existing CRM system is too
rigid
• Not possible to integrate with
other systems
• Need central view on relevant
data
• Possibility of tracking and
tracing data
• Need for Customized solutions
Benefits: • Flexibility to add new products, lines of
business (like Medical and Mobility), and
customers
• Improved customer service level
• Lower TCO: less (experienced)
resources needed and lower training
time
• Fast time to value: first prototype tested
after 10 days of development
BOP Solution:
Emergency Call Center solution, built with
Business Operations Platform:
• Integration with core back-ends
• Strong focus on Case Management to
guide employees while giving the freedom
to the knowledge worker
• Integrated Business Activity Monitoring
for real-time monitoring of critical cases
• Accessible via the browser (Google
Chrome) and role-based
• Automated information exchange with
external parties, e.g. electronic invoicing
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Emergency Center
Organization Model SOS
International in BOP
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Emergency Center
Organization Model SOS
International in BOP
Case Management model of Mobility process
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Emergency Center
Organization Model SOS
International in BOP
Case Management model of Mobility process
Customer Emergency Case Overview screen
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Poll Question 2
What capability of case management is most important for you:
1. Knowledge work support
2. Improved collaboration
3. Better decision making
4. Monitoring and reporting
5. Support for all process types – structured, unstructured and hybrid
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Qualities To Look For In
Case Management
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“The future is uncertain – but this uncertainty is at the very heart of human creativity” - Ilya Prigogine
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Enforcement: Guardrails (on a road) prevent
deviation, but also prevent
anything not predicted.
Guidance: Guidelines (on a road) show people
where to go, but do not prevent
deviations if they are necessary.
Enforcement vs. Guidance
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Larger in Scope
Collective, parallel
Sometimes overlapping
You must “figure it out”
Focus on end result
produced
GOAL (Something you do)
TASK (Something you do)
Difference?
Smaller in Scope
Procedural, linear
often one at a time
Thinking is Removed
Focus on action to
transform something
Tasks vs. Goals
“Micro-managers” “Good managers”
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“No plan survives contact with the enemy.” - Helmuth von Moltke the Elder
“Planning is essential, plans are worthless.” - Dwight D. Eisenhower.
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Created ahead of time by specialist crafted to automatically respond to many situations.
Created when needed, by the person doing the work. Manually adjusted for changing situations.
For Routine Work For Knowledge Work
Diagrams Checklists
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PDSI / HPM / Workflow ACM
Highly Repeatable
Routine Processes
Factory, Mass Production
Small savings on each of a large volume produced
Efficiency and cutting costs through automation
PCM
Unpredictable
Unique Processes
Skill, Professional
Providing unique high value to customers
Custom work appropriate to case
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”A military force has no constant formation, water has no constant shape: the ability to gain victory by changing and adapting according to the opponent is called genius”
- Sun Tzu, The Art of War
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Enforcing a single best practice on an organization,
can make that organization
fragile
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Conclusion
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Organizations are shifting to knowledge work
Knowledge work is the source of economic activity
Knowledge workers require different support from routine work
There are a range of process technology categories
Case management is on the boundary between having a process, and not having one
Production Case Management – for larger volumes of knowledge workers
Adaptive Case Management – for innovation and learning organizations
Interstage Business Operations Platform (BOP)
Delivers collaboration and high speed change to dynamic, ad-hoc, unstructured operations
with high productivity, efficiency and governance
with better decision support without constraints
Emergency Response Use Case
Discussion of special capabilities that are needed.
Support for knowledge worker requires a fully integrated Case Management
capability in your organization
Interstage BOP Case Management Benefits
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Q&A
For more information visit us at
http://www.fujitsu.com/interstage
or email at
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