Oracle BPM Adaptive Case Management 2014

BPM and Adaptive Case Management

with Oracle BPM Suite 11g

David WebberNIEM and Open Data Team Lead

April, 2014

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Adaptive Case Management

Business processes with high degree of entry/exit points– Each instance may require different processing pathway

Guided process flow rather than fixed/mandated process flow Event driven Context/Content driven Knowledge worker driven

– Difficult to translate all knowledge into a set of structured flows

Ad-hoc inclusion of new participants to resolve unforeseen needs

Key Attributes



Example Adaptive Case ManagementUse Cases

Extending PeopleSoft to handle Claims Management (Disability, etc.)

Extending Incident Reporting with Case Management for Investigators

Credit Card Dispute Case Management



Typical Business Process Flow + Swimlanes



Actual Case-based Process Flow



BPMN of Case-based Process Flow

Content Management is key

requirement

Based on the nature of the case, every instance may

flow in a completely different way

Activities may be performed in any order

Difficult to address flows using just one BPMN model

Humans Decide

Mix of Structured and Unstructured

flow



Need an approach something like this …



Case Model

Assessment Investigation Resolution

CSR

Analysts

Investigators

Prepare Case

Initial Assessment

Notify Customer

Request Documents

Review Documents

Review Documents

Request Documents

Background Check

Initiate Fraud Investigation

Compensate Customer

Notify Customer

Each Milestone marks progression of a case

Activities – system guided or human controlled

Case Participants (Stakeholders)

Activities – can be repeatable

Activities assigned controlled by permissions and rules

Activity can be a structured process or a task

Stakeholders perform appropriate Activities as required by the needs of the Case to achieve desired outcome(s)


Milestones


Adaptive Case Management in Oracle BPM

Layered on proven Oracle BPM platform– No new tools and technologies to learn

– Same infrastructure and project life-cycle management as Oracle BPM

Declarative, event-driven and rules-driven model Ability to mix structured and unstructured process

to create highly flexible and adaptive business processes

Inherits all the platform features including the wide selection of technology and application adapters

An Overview

SOA Infrastructure

BPMN OBR Human Task

Notification

Web Center Conte

nt

EDN ADF-BC

Case Engine

Composer Portal Dashb

oards

Analytics



Case

Events

Content

Activities

Data

Policies

Stake-holders

Key Features Events

– Event-driven

– System and user-defined events

Content– WebCenter Content & CMIS repository integration

Activities– Configurable at design time and runtime

– BPMN, Human Tasks, Custom

Data– Business Objects

– External

Policies– Oracle Business Rules

Stakeholders– Flexible stakeholder model



Adaptive Case Management

Case Activities, Events,

Stakeholders and

Permissions

Runtime management of

above concepts

User driven task

decomposition

CMIS support to work with

multiple content stores


Case Documents Content can be managed via case

interface

Or directly via CMS

Integration with other CMS based on CMIS



Case Events and Milestones

Lifecycle Events Activity Events Documents Events Data Events Milestone Events User Defined Events

with ad-hoc process flow


BPM Dashboard Process Tracking/Auditing


Case Activities

What are case activities?– BPMN processes

– Human tasks

– Custom

Out of the box custom Activities– Simple human task

– Notification

Activities can be conditional Activities can be manual or automatic



Case Policies & Constraints

Govern Case progression– When tasks should be

available and removed

– When milestones should be marked as attained

Oracle Business Rules– Pre-created dictionary

– Facts pre-defined for case data



Enhanced Business Rules

• Business Policies • Flexible Processes with dynamic binding• Approval and Task routing• Flexible case handling• Rule Testing



Stakeholders and Permissions

Flexible stakeholder model Case Type specific and Case Instance specific

stakeholders What each stakeholder can do is defined using

OPSS permission model Flexible ‘permission tag’

– Each permission has a read and write privilege

– Permission tag can be associated with documents, comments, stakeholders, case activities

– Can be attached at time of creation or later



Case Workspace

Case Listing

Advanced Search Audit Trail

Activities

Pin/Unpin Listing

Case Data Forms

Case Milestones

Stakeholders

User CommentsUser Defined Events

Case Documents



Summary



Value Proposition

Rapid and Agile solutions delivery with Oracle BPM for today’s collaborative application needs

Delivery via mobile, web and desktop systems Supports wide range of typical forms needs (e.g. HTML, PDF, Excel) Can integrate with cloud applications (e.g. geospatial, calendaring, etc) Highly scalable light weight approach Leverages SOA Suite for connectivity with web services Standards based integration approach using XML and JSON Secure information sharing with audit trails and reporting tools

Oracle BPM with Adaptive Case Management


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Insert Information Protection Policy Classification from Slide 8

End-to-end Process Analytics

Monitoring system health• Monitor workload and performance characteristics

• Identify instances requiring attention

Deriving business insights• Collect business metrics• Perform slice-dice and drill-down analysis on business metrics, Track KPIs, Configure Alerts

Process improvements•Build and run what-if analysis scenarios.

• Roundtrip simulation• Analyze results on dashboards and reports

Strategic & trend analysis• Trend analysis of process metrics

• Business correlations and cross- LOB analysis



Resources and Links

YouTube Channel Video of BPM for California– http://goo.gl/y3weZu

Open Source supporting web services software tools– http://www.cameditor.org

Product Information on Oracle BPM Suite– http://www.oracle.com/us/technologies/bpm/suite/overview/index.html

Java Developer Magazine article “BPM without Barriers”– http://java.ulitzer.com/node/2269751


http://goo.gl/y3weZu

http://www.cameditor.org/

http://www.oracle.com/us/technologies/bpm/suite/overview/index.html

http://java.ulitzer.com/node/2269751


Technology

Oracle BPM Adaptive Case Management 2014