Schreckgespenst Case Management?

bernd.ruecker@camunda.com | berndruecker

Hallo!

Bernd Rücker

Co-Founder of camunda> 10+ years experience

with workflow and Java EE

@berndrueckerbernd.ruecker@camunda.com

Camunda

Open Source BPM PlatformBased in Berlin + San

FranciscoNo Venture Capital

~ 30 people - growing

Operatives Prozessmodell im POC**POC = Proof of Concept

Prozessmodell vereinfacht

+ + +

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Prozessautomatisierung

Ergebnis trif f t auf Realität

“Ich weiß noch gar nicht ob wir ein Gutachten brauchen – das entscheidet Herr Müller später wenn wir das Rating haben

“Oh – Boni-Unterlagen müssen wir übrigens erneut anfordern wenn sich während der Prüfung neue Informationen ergeben –z.B. über die Presse.

“Ab und zu merken wir beim Erstellen des Ratings dass dies doch nicht notwendig ist.

“Die Reihenfolge wird übrigens sowieso nicht immer eingehalten…

Jetzt gibt es zwei Möglichkeiten

1.Hier arbeiten „Knowledge

Worker“

2.Hier fehlt es an Disziplin

Published by OMG in May 2014 as the BPMN-equivalent for „Cases“

„Activities that are not so predefined and repeatable, but instead depend on evolving circumstances and ad hoc decisions by knowledge workers regarding a particular situation”

Typical Use Cases:

−application and claim processing in insurance

−patient care and medical diagnosis in healthcare

−exception handling, e.g. problem resolution in call centers, invoice discrepancy handling, data validation errors, …

See http://www.omg.org/spec/CMMN/1.0/

Camunda shipped CMMN 1.0 implementation with 7.2

CMMN

Der „Fall“ Kreditüberwachung in CMMN*

Case (Fall)

Stage (Phase)

Milestone(Meilenstein)

Sentry(Wächter)

Task(Aufgabe)

* Case Management Model and NotationVersion 1.0 – Mai 2014

Example: Underwriting

* Not (yet) defined by BPMN standard – vendor extension

Do it in BPMN?

There are workarounds – but this is hard to model in BPMN. You need more flexibility for

the „Knowledge Worker“

It is hard to give a stable ordering of the tasks! Flexibility needed.

100 % standardized –no flexibility needed

Underwriting as CMMN

CMMN explained

Human Task –automatically

activated

Process Task –manuallyactivated

Milestone

Sentry – controls ifthe Milestone is

reached

Sentry – controls ifthe User Task is

enabled

Connector – tovisualize

dependencies(no sequence flow!)

CMMN can call BPMN

* Defined by CMMN standard

CMMN can be best explained via UI

Example UI for Case Instance

Task Form – to workon Human Task and

see context from case

Case Context (couldshow or link more

information)

Case Activities –provided by engine,

correspond to lifecycle

Task Lifecycle

Lifecycle Mapped on UI

not shown!

Demo

Source code available:

https://github.com/camunda/camunda-consulting/tree/master/showcases/underwriting

CMMN might be more complex (and powerful)

Sentry might takedata (variables)

into account.A stage is one„phase“ in the

case.

Exit Criterias canmark results of a

case.

By the way…

We are currentlyworking on DMN

(Decision Model andNotation).

Can be used in BPMN or CMMN (orstandalone).

Rot & Blau

Quelle: Gerhard Wohland - Denkwerkzeuge der Höchstleister, Murmann 2007

Structured vs. Unstructured work

Unstructured ProcessesNonroutine Work

Structured ProcessesRoutine Work

Typical patterns

Preparation ProcessingEvaluation or

Decision(by expert)

e.g. scanning, validating, storingmaster data, loadingadditional data orquerying services, …

e.g. creatingpolicy/order/..., provisioning, sendingletters, billing, ...

Automated Processing

ExecptionHandling

e.g. manual processing, correcting data and continueautomated processing, callingcustomer to discuss, ...

Existant…

Nonroutine Creative Work

Interessting topics to look at in future: Adaptive Case Management, Process Mining, …

But does itscale?

Also: Dunkelverarbeitung

Question of maturity

End-to-End Process

End-to-End Process

somereamining

manual work

GOAL(in 10 years)

NOW

AutomatedSnippet

AutomatedSnippet

Use the right tool for the job!

Unstructured ProcessesNonroutine Work

Structured ProcessesRoutine Work

BPMN (+ Extensions)

CMMN

Aufgaben-Management (flexibel)

BPM & camunda BPM Vision

Workflows Cases Decisions

DMN

Adaptive

Case

Management

(ACM)

damn it – BPM getsboring – let‘s coin

another term!

Type (level ofadaptivity)

Systems / languages / means

Example

Adaptive Ontologies, Semantic models, ObACM (‘ontology based ACM’)

Learning knowledge, inference of results rather than static queries, changes on the fly to activities, addition of new activities, changes to data structures, one (NON IT centric) vocabulary

Guiding Analytics in ACM decision dashboard, integration of statistical means (e.g. R), Collaborative Decision Making (CDM), Social BPM

Others have done ABC in your current context, rules bases reasoning, sharing of knowledge across contexts. ACM engine suggest best next steps; user picks one, rules / statistic framework integration. Still finite set of a priori defined activities (known already at design time).

Dynamic BPMN / workflow engine / ACM

More dynamic workflows. Typically using features like events in BPMN or like business rules for gateway logic. Often list of possible steps is dynamically read from external places, like Excel sheet. First ACM engines address this. Finite set of a priori defined activities (known already at design time),

Predefined BPMN / workflow engine Static workflows – a priori defined activities (all known during process design), static, changeable through IT only.

Grad der Adaptivität

Quelle: Hajo Normann, Clemens Utschig-Utschig, Jürgen Kress, Torsten Winterberg in „Thriving on Adaptability: Best Practices for Knowledge Workers”

Das ist eigentl. ACM

und das funktioniertschon heute

CMMN

Vielen Dank – Fragen? Sprecht uns an – am camunda Stand!