Strengthen Organizational Agility with the Latest Advancements in Case Management

© 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

© Copyright 2013 Fujitsu Twitter Hashtag: #OrgAgility

The working world is changing.

From making things …


… to knowing things.



The term robot stems from the Czech word robota, which translates roughly as ‘drudgery’ or ‘dull, repetitive labor’.


Where To?


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


“about 47 percent of total

US employment is at risk of elimination by computer automation” - Frey & Osborne, Oxford University,

Sept 2013


~1995

Knowledge

Work

Routine

Work


~2015

Knowledge

Work

Routine

Work


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


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


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


Where are Knowledge Workers?


Where are Knowledge Workers?


“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


Trends from 2013 ACM Survey

From BPM.com & WfMC


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!


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%


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?


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


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


Process Technology Spectrum


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


Ap

plica

tion

De

v

Ema

il, Tex

ting

, Tw

itter, Te

lep

ho

ne


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


Ap

plica

tion

De

v

Process Technology

Ema

il, Tex

ting

, Tw

itter, Te

lep

ho

ne


Notes Documents

& Unstructured

Data

Databases &

Structured

Data


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


Notes Documents

& Unstructured

Data

Databases &

Structured

Data


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


Interstage BOP Case Management


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.


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


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


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


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


Customer Case Study:

Leading Independent Emergency

Center offering assistance and

service around the clock, 24/7

with a world-wide coverage


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


Emergency Center

Organization Model SOS

International in BOP


Emergency Center



Case Management model of Mobility process


Emergency Center



Case Management model of Mobility process

Customer Emergency Case Overview screen


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


Qualities To Look For In

Case Management


“The future is uncertain – but this uncertainty is at the very heart of human creativity” - Ilya Prigogine


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


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”


“No plan survives contact with the enemy.” - Helmuth von Moltke the Elder

“Planning is essential, plans are worthless.” - Dwight D. Eisenhower.


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


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


”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


Enforcing a single best practice on an organization,

can make that organization

fragile


Conclusion


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


Q&A

For more information visit us at

http://www.fujitsu.com/interstage

or email at

[email protected]




mailto:[email protected]
