Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker

BUSINESS PROCESS SOLUTIONS 1 BUSINESS PROCESS SOLUTIONS 1

“The business world has always been unstructured, it is the computers and apps that were not.”

BUSINESS PROCESS SOLUTIONS 2

Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker

Derek E. WeeksSenior Director

BPM Corporate and Product Marketing

OpenText

meet Bryan

the IT Pro

Bryan works here……

his case management application was getting long in the tooth…..

9 months ago, he faced three challenges…..

development time,

changerequests,

and user expectations…..

1/3 of the Bryan’s internal clients will be mobile workers by 2013

in the next 5 years, new hires will barely use email…..

1 in 12 on the planet use Facebook.

(1 in 3 for Bryan)

68% of employees are on LinkedIn….

1 in 5 play an online social game…..

20% customize their homepage…..

Bryan has been supporting old-style, rigid, enterprise applications…

his business has 290 resources are working on cases…..

Bryan understands that 80% of knowledge work is unstructured…..

…what people want.

…the way we work.

…how businesses operate.

the nature of their world has changed……

The new app needed to be more flexible to meet the needs and expectations of the new iWorker..…

meet Jenny

the new iWorker

Jenny also works here……

but occasionally works here……

her case work involves…

the Claims Team is located here…..

each case is unique…

each work item is complex

Jenny knows many of the rules and policies….

but is not an expert, so guardrails do help…

no assignment has a pre-determined outcome…

So Jenny found her way around working within a large team, sometimes from a remote location....

but she would ask Bryan......

about sharing case information, understanding the rules, and serving customers with urgent needs…

let’s not forget Jenny’s boss Tom….

Tom spends over 2 hours a day searchingfor information and compiling reports…...

business demands changed constantly…

No insight into real time needs or bottlenecks…..

9 months ago Jenny and Tom were using these tools..…

Bryan did his research…..

Thanks to Bryan, today they use these tools…..

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

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

Jenny can create new tasks or add new processes…..

without waiting for Bryan’s code changes…..

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.

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

and what about Tom?.....

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

and Bryan?.....

Bryan delivers solutions faster with out-of-the-box user applications….

Bryan eliminated the tug of war…..

Jenny is keeping customers happy…..

Tom has better visibility to his

business…..

Adaptive Case Management (ACM) works the way we want to…..

Dynamic and Structured

Process

Content People Intelligence Collaboration

ACM needs to be collaborative

Communications• Voice, text, messaging• White-boarding, app sharing• Presence

Social Computing• Connect participants• Empower participants• Keep processes relevant

Context • Process context• Case and content context• Participant context

Process Participant

ACM needs to address structured and unstructured work

Structure

Predefined & repeatable

Efficiency & scale

System Creation

Data entry

Ad hoc & evolutionary

Problem resolution

Enabling iWorkers

Contract Creation

Process pattern

Objective

Investment

Example

High Low

ACM needs to deal with business as it happens…..

ACM rethinks how work gets done…..

After 110 years with a paper-based claims process, Physicians Mutual went paperless in 2010.

Loan exception reporting and reviews were reduced from 7 days to seconds.

Claims processing time dropped 13% in first quarter.

No increase in staff for 5 years, during 100% business growth.

UNICOR consolidated 5 systems into one, eliminated daily printing of 20K documents, and streamlines work based on roles/skills.

we have a broad range of ACM customers…..

who are applying ACM and where….FS/Banking Insurance Government Retail/Manufacturing

Account Opening & Servicing (IRA, ISA, etc), Account disputes,

New Business, Underwriting & Enrollment

Finance and Admin (Permits, Taxes, Child Support,etc)

Order-to-Cash (Dispute Resolution, etc), Product line management and approval

Merchant Services, Mutual Fund Record Keeping

Claims Processing, Appeals and Grievances

eGovernment eFilingand Inquiries, Citizens Services

Procure-to-Pay (Trade Spend capture & Supply Management)

Loan Processing, mortgage processing,

Customer Service/Exception Handling

eJustice for Courts Casefile Management, Redaction

Product line management and approval

Workforce Management Correspondence Management, Policy Change Management

Law Enforcement, DNA Offender Tracking, Automatic Weapon Lifecycle Tracking

Workforce Management

Compliance, Exception Handling

Compliance, Exception Handling, Air Quality Control, Endangered Species Tracking

Compliance, Exception Handling, Air Traffic Control Beacon Maintenance

Persona-based BPM innovation

10 YearsCase

Management Experience

Deep Roots in Process and Document

Management+ +

Where did Bryan learn more about Case Management?…..

…get the free eBook at http://bit.ly/ACM_book

…visit the case management resource center at http://bit.ly/ACM_Resource

…download Forrester’ s 2011 case management wave from http://bit.ly/ACM_Wave

Thank You

Adaptive Case Management: Taming Unstructured Process Work for Today’s Knowledge Worker

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