Oracle Open World 2013 Case Management Smiers / Kitson

Case Management with the Oracle BPM Suite Léon Smiers Nicholas Kitson

2 Copyright © Capgemini 2013. All Rights Reserved

Presentation Title | Date

Program Agenda

§  Patterns for Case Management § Design choices & Approach § Demo



Patterns for Case Management



§  Activities §  Information §  People §  Insight

Bringing together

Case management – Whats it all about



This is a story about two anoraks

The secret to CM success is Approach and process

The secret to CM success is patterns

This guy’s a technical theorist And he’s Dutch

This guy’s a process junkie And he’s British

Insert contact picture




Do you want to read my book? Case Stop Pattern



A Funny thing happened on the way to the forum

Patterns led

Design Approach

Case Stop Pattern

Case Activity fragment



Pattern Led Approach For Case Management



What flavour is your case pattern

Processes & Duration

Rules

Actors

Our patterns are classified using…….





Rules

Actors

Simple : Spreadsheet Automation In-process Rules Routing

Few processes (1-5)

Few, 1-2





Rules

Actors

Medium : Limited Investigation

2-4

Escalation & SLAs

5-10 Processes




10+ Processes

Complex policy, routing SLA’s

4+


Rules

Actors

Complex Long running - Credit Card Dispute




The separate design patterns can be adapted for any number of different use cases across the enterprise

Simple : Spreadsheet Automation

Medium : Limited Investigation Complex : Long running - Credit Card Dispute



Police investigation

Examples case management patterns

Event pattern

Measurement pattern

Data security pattern

360 overview pattern

Prosecutor Milestone pattern

Measurement pattern



Document workflow pattern

Complaints

Mortgages

Measurement pattern


Milestone pattern


Patent bureau

Measurement pattern




Police ‘from crime to court’ case

Measurement pattern


Milestone pattern




Design choices & Approach



Case Management architecture



Case Management with Oracle in practice



Case Management experiences with first version

Con’s §  Case management functionality is not

as intuitive as process functionality in Oracle BPM

§  UI layer (360 view) currently lacking §  Testing a Case requires entering a

complex XML

Pro’s §  Fast delivery §  Maximal reuse of existing SOA/BPM

assets §  Process design is simplified §  Case Management thin layer

•  Activities executed in BPM processes •  The work horse for handling case:

Case Management Rules engine §  Shared data & document

environment



§  First assets in the project are §  A Case object §  A related Rule component §  The Case is exposed as a

services to the outside world

Creating the case

Oracle Case Management The Lifecycle



§  Define on high level §  The Milestones (lifecycle) §  The possible outcomes of the

case

Milestones and outcomes




§  At any given point in time a user can interfere in the action of a case.

§  This user event is then handled by the Case engine

Event management




§  Data objects shared across the case

§  All documents related to the case are stored in a centralized Case folder.

Information design

Oracle Case Management Information design



§  Create a process with start/ending message

§  Any process start/ending with message can be promoted to a Case Activity.

Process case connection




§  After creation a Case Activity is added to the pallet

•  Defines in/output of process as part of Case

§  The Process is made part of the composite and connected to the Case

Case processes




§  Work horse §  Case Management rule engine §  Based upon event start

•  Sequence of actions •  Start/withdraw activities •  Closing of milestones

Case rule engine




§  Examples

Rule engine




§  Portal for giving 360 view §  Combining task and content data §  Case progress info

ADF

Oracle Case Management User centricity



Summary

§ We need pattern lead approach § Different flavors of patterns exist § Oracle Case Management

•  Simplifies the solution and increases speed of delivery •  Adds a new dimension to process delivery •  Supports re-landscaping



Resources

http://oracle.com/BPM

Twi$er @OracleBPM #oraclebpm Facebook facebook.com/OracleBPM Oracle’s BPM blog blogs.oracle.com/BPM

http://www.oracle.com/partners

http://www.capgemini.com/business-process-management-bpm http://www.capgemini.com/blog/capgemini-oracle-blog


Oracle Business Process Management | July 2012

Contact information

Léon Smiers Principal Consultant [email protected] Mobile: +31 6 1503 0373 Blog : http://leonsmiers.blogspot.com and http://www.capgemini.com/blog/oracle-blog Twitter : http://twitter.com/leonsmiers Cora model : http://www.coramodel.com Capgemini expert page : http://www.capgemini.com/experts/oracle-solution-architecture/leon-smiers Oracle ACE



Nicholas Kitson Principal Consultant [email protected] Mobile: +44 7557430780 Twitter : http://twitter.com/nkitson72 Capgemini expert page : http://www.capgemini.com/experts/oracle-solution-architecture/nicholas-kitson

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Oracle Open World 2013 Case Management Smiers / Kitson