Hello, how can I help you today? Customer: I need to change my appointment. Assistant: Okay, no problem. Let me guide you through the steps: 1. Please select the type of action: [ ] Change existing [X] New 2. For a new appointment, please provide the following details: Name: John Doe Date of birth: 01/01/1970 etc. Does this cover all the required information? Let me know if you need any other help! Customer: Thank you, this is very helpful. Assistant: You're welcome, I'm glad I could assist! Have a great day. Customer: You too! ACM

1. Humans Are (Not) a Service:
The Journey towards Oracle Business Process Management
Hajo Normann
HP
Torsten Winterberg
OPITZ CONSULTING GmbH
OOW 2011, San Francisco, California
ACM Seite 1

2. The Team: Masons-of-SOA
www.soa-community.com
 Bernd Trops (Sopera):
bernd.trops@sopera.com
 Clemens Utschig-Utschig (Boehringer-Ingelheim):
clemens.utschig-utschig@boehringer-ingelheim.com
 Berthold Maier (Oracle Consulting):
berthold.maier@oracle.com
 Hajo Normann (HP Enterprise Services):
hajo.normann@hp.com
 Torsten Winterberg (OPITZ CONSULTING):
torsten.winterberg@opitz-consulting.de
 Jürgen Kress (Oracle Corp.)
juergen.kress@oracle.com
ACM Seite 2

3. Agenda
1. From taylorism to
knowledge work
2. IT support
3. ACM and BPM
4. Case study
5. Human aspects in BPM
6. Type of communication
ACM Seite 3

4. 1 From taylorism to knowledge work
ACM Seite 4

5. The industrial revolution:
Bringing mass-production to our world
ACM Seite 5

6. A new role emerged: the production-worker
ACM Seite 6

7. The key: Serial Execution of a well-defined
process (and no exceptions!)
Exceptions…
A4
Trx Trx Trx Trx
A1 A2 A3 D1 A5
http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518
ACM Seite 7

8. Taylorism: production workers everywhere…
ACM Seite 8

9. Work has already changed today:
The knowledge worker
 Innovation in business
concepts
 Division of Labor
 Work & Component
Standardization
 Efficiency studies &
Improvement
 Management
 Innovation in technology
 Tools
 Machines
ACM Seite 9

10. Why and how to give the knowledge
2 worker better IT support?
ACM Seite 10

11. IT support for knowledge workers is
a challenge…
Rigid Workflow Word/
Paper E-mail Excel
CRM/ Product
ERP system
Data-driven system
Document system
http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518
ACM Seite 11

12. BPM-technology. The Solution?
ACM Seite 12

13. BPM-technology. The Solution?
The key lesson: Pre-defined workflow is great,
but you need to apply it where appropriate…
Don‟t bring us back to Taylor-times…
ACM Seite 13

14. The fear…
So I won‟t have a complete
30-step, 10 angles
covered, EPC/BPMN
compliant process model
to control, uhm, guide
employees??
http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518
ACM Seite 14

15. Goal-oriented – Like a navigation system
ACM Seite 15

16. No difference between straight-through and
manual processing
http://www.beinformed.com
ACM Seite 16

17. Event-driven – Dynamic Activity Plan
… What you can do now …
… What you have done …
so far
… What could be next …
http://www.beinformed.com
ACM Seite 17

18. The “case” get‟s into to the focus
… pension starts … pension holder
paying out deceased Pension plan
is created
… legal changes
… old pension
… employer plan is incorporated
changes again
… divorce and
… risk profile
remarriage
changes
affects pension … employer
changes
http://www.beinformed.com
ACM Seite 18

19. 3 ACM and BPM
ACM Seite 19

20. What is a case (I)?
 The coordination of multiple tasks, planned or
unplanned, for a specific purpose.
 Almost anything can be treated as a case.
 An insurance claim
 A patient
 An event (such as a conference)
 An identity theft investigation
 A project
 An asset (such as a building)
 A customer request
 A customer
 Expansion of the term „case“ to „everything“.
http://www.bpmnforum.net/blog27/adaptive-processes/new-book-taming-the-unpredictable-2/
ACM Seite 20

21. What is a case (II)?
 Currently cases are managed:
 Through multiple systems. Manually. With emails.
 Distinction between a process and a case:
 A process is the path it takes as the work is completed (Think „verb“)
 A case is the work that needs to be done (Think „noun“)
 “Modell” afterwards -> „design by doing“:
 Capturing the model for how to do something by extracting it from what you
just did.
 Events are highly embraced:
 Often responsible for the changes that need to be made to a case.
 Leverage your existing systems:
 Through a service-oriented architecture
http://www.bpmnforum.net/blog27/adaptive-processes/new-book-taming-the-unpredictable-2/
ACM Seite 21

22. BPM und ACM:
There„s no „versus“. You need them both!
BPM
Rigid BPM Adaptive BPM
with BPMN with ACM
rBPM aBPM
ACM Seite 22

23. BPM and ACM
 Activity definition
 rigidBPM:
 A process has defined n activities a priori
 Until deployment time every activity and
all transitions are defined.
 adaptiveBPM:
 A number of activities may be unknown, even after deployment
 Activity transition
 rigidBPM:
 During design time all possible transitions between activities are modelled
 adaptiveBPM:
 Possible transitions depend on current context and data
ACM Seite 23

24. BPM and ACM
http://www.masteringtheunpredictable.com
ACM Seite 24

25. BPM and ACM:
ACM is data-centric
http://www.masteringtheunpredictable.com
ACM Seite 25

26. Social –
Multiple stakeholders working on a case
Shifting Mass
requirements Customization
Interpretation
Driving the
of ambiguous Administrative
process
Consumer, Citizen, information Professional
Business
Minimal Making operational
burden decisions
Conflicting stakeholder
requirements
Spotting and Operational
driving change excellence
Manager, http://www.beinformed.com
ACM
Strategist Seite 26

27. Going with adaptive processes
doesn„t mean chaos
http://www.masteringtheunpredictable.com
ACM Seite 27

28. Technical solutions
http://www.masteringtheunpredictable.com
ACM Seite 28

29. Although case management technology is
recognized as separate technology component…
© Forrester Wave™:
Dynamic Case Management, Q1 ‟11
ACM Seite 29

30. Evolution of Oracle SOA platform:
complete & integrated
12c
• Collaboration
• Deep runtime
monitoring
• “Make hard things
simple”
ACM Seite 30

31. 4 Case study
ACM Seite 31

32. Context: A German Public Organization
Customer • Runs more than 750 locations in Germany with over 150,000 employees
• IT division with 1,800 employees secures IT support and maintenance for
company-wide business processes
1 ….
Project Facts • Duration: 08/2010 – 12/2013
• Project Volume: approx. 200 person month
Scope & Benefits The main target for 2015 is the transformation of the IT division into the most
high-performance and cost effective IT service supplier in the public sector. In
order to achieve these goals, the organization implements a Service-Oriented
Architecture (SOA) on top of Oracle‟s SOA Platform.
While SOA will deliver high performance in terms of fast realization of business
requirements, efficient business-IT alignment for operational processes, and
high availability of IT, cost efficiency will be achieved by increasing
development productivity as well as efficient utilization of IT assets.
ACM Seite 32

33. Context for various choices to approach BPM
External Org: Ministry of Labor Financial
Funds Stake
Resoures
Management holder
RoI
Domain
Domain
Domain: Manage Unemployed Markets
Management
Value Chain
Value Chain Customers
Business Processes Value Chains Goals Goals Goals
Value Chain: Manage Unemployment
Employment
eBPMN
Work on claim
service
Main Process
BPMN
Business Process
Clerk
Request to show Make Conduct occupational BPMN
up appointment counceling or ACM
Analyser
Task
Clarify Make appointment
Task Flow
customer„s Check whether or ACM
Book Date
concern invitation necessary
ACM Seite 33

34. BPMN represents rigid processes
ACM Seite 34

35. In a rigid process the order of steps
is strictly predefined
Handle Appointment Business Process
The Handle Appointment
Select type of action on appointment
Business Process
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 35

36. The beauty of rigid BPMN processes:
You can model business knowledge of variances
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
The Printer does not
Create new Appointement Business Process work – what shall I
do next?
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Process participant
Create invitation Print invitation
ACM Seite 36

37. The beauty of rigid BPMN processes:
You can model business knowledge of variances
Handle Appointment Business Process
Select type of action on appointment No problem, I just
„change exisiting“ selected
do what I am told by
the process
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc. Process participant
Printer not working in Create new Appointement
Book Date Business Process
Clerk
Check whether invitation necessary Save Order „Print
data later“
create print Backoffice Print and
send invitation
Create invitation Print invitation
ACM Seite 37

38. The problem of rigid BPMN processes: You can
not model business knowledge of all variances!
Handle Appointment Business Process
Clarify Concern Clarify Concern
Select type of action on appointment exception exceptionConcern
Clarify
exception
Collect appointment
„change exisiting“ selected data exception
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date Printer not working in Create new Appointement
Business Process
Check whether invitation necessary
Clerk
Save data
create print Backoffice
Print and send invitation
Create invitation Print invitation
ACM Seite 38

39. And this is a very predictable process!
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Many Supporting processes tend
Move existing Appointment
Business Process to be more predictable than
„new“ selected
differentiating processes (R&D
Create new Appointement Business Process etc.)
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 39

40. 5 Human aspects in BPM
ACM Seite 40

41. Rigid vs. Adaptive:
Impacts on the
human user
ACM Seite 41

42. Highly repetitive processes reduce the human
to an async service!
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc. Process participant
Printer not working in Create new Appointement
Book Date Business Process
Clerk
Check whether invitation necessary Save Order „Print
data later“
create print Backoffice Print and
send invitation
Create invitation Print invitation
ACM Seite 42

43. Whereas an process expert knows himself the
right order to reach the process goal
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 43

44. And he can decide on how to deal with all these
exceptions!
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected
Move existing Appointment
Business Process
„new“ selected
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc. Process participant
Printer not working in Create new Appointement
Book Date Business Process
Clerk
Check whether invitation necessary Save Order „Print
data later“
create print Backoffice Print and
send invitation
Create invitation Print invitation
ACM Seite 44

45. The chosen BPM solution type
(rigidBPM or adaptiveBPM)
6 determines the type of communication
ACM Seite 45

46. A process should support the customer and his
concern
Arbeitsschritte
customer
Process participant
ACM Seite 46

47. A scripted process does not always support this
goal …
Process (Page Flow)
customer
Policies and Business
rules further limit the The process participant has no chance to
problem-solving help the customer with his needs on an hoc
measures basis with activities that are not prescribed.
Script
He follows a rigid script.
His attention level lowers.
He does not feel responsible for the
customer and the case.
ACM Seite 47

48. How does a scripted process look and feel?
Process (Page Flow)
customer
Script
ACM Seite 48

49. Each step maps to a mini wizard
Handle Appointment Business Process
Select type of action on appointment
„change exisiting“ selected Handle Appointment GUI
Move existing Appointment Handle Appointment Handle Customer
Business Process
„new“ selected
Ask customer what he wants to do
Create new Appointement Business Process
 Create new appointment
Clarify customer„s concern
 Move existing appointment
unemployment occupational councelling Cancel Next
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 49

50. How to clarify customer„s concern
Handle Appointment Business Process Create new appointement GUI
Select type of action on appointment
Handle Appointment Handle Customer
„change exisiting“ selected
Clarify customer„s
Move existing Appointment concern
Business Process
„new“ selected
Clarify customer„s concern
Create new Appointement Business Process  Appointment for unemployment application
 Appointment for occupational councelling
Clarify customer„s concern
 Appointment for regular status report
unemployment occupational councelling
 Customer Concern could be clarified ad hoc
application  Customer Concern could not be clarified
Collect appointment data etc.
Cancel Back Next
Book Date
Check whether invitation necessary
create print
Create invitation Print invitation
ACM Seite 50

51. Collect appointment data micro wizard
Handle Appointment Business Process
Create new appointement GUI
Select type of action on appointment
Handle Appointment Handle Customer
„change exisiting“ selected
Clarify customer„s Collect
Move existing Appointment concern appointment data
Business Process
„new“ selected
Create new Appointement Business Process Customer Text entry field
Clarify customer„s concern Type of concern Councel 
unemployment occupational councelling
application
Type of appointm. Next appointment 
Collect appointment data etc.
Responsible Angelika Meier 
Book Date Place Hamburg-Altona 
Date 21.02.2012
Check whether invitation necessary
Time 10:20
create print
Cancel Back Next
Create invitation Print invitation
ACM Seite 51

52. Book Date micro wizard
Handle Appointment Business Process
Create new appointement GUI
Select type of action on appointment
Handle Appointment Handle Customer
„change exisiting“ selected
Clarify customer„s Collect
Move existing Appointment concern appointment data
Business Process
„new“ selected
Book Date
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book Date
Check whether invitation necessary
create print
Cancel Back Next
Create invitation Print invitation
ACM Seite 52

53. There is a one to one mapping from process
model to screenflow
Handle Appointment Business Process
Create new appointement GUI
Select type of action on appointment
Handle Appointment Handle Customer
„change exisiting“ selected
Clarify customer„s Collect
Move existing Appointment concern appointment data
Business Process
„new“ selected
Book Date Check invitation
Create new Appointement Business Process
Clarify customer„s concern
unemployment occupational councelling
application Check with cutomer whether invitation is
Collect appointment data etc. necessary
 Invitiation is necessary
Book Date  No invitation necessary
 Print invitation
Check whether invitation
necessary Cancel Back Finish
create print
Create invitation Print invitation
ACM Seite 53

54. How to model adaptive processes
Taxonomies
Create new Appointement Business Process
Select type of action on appointment
Clarify customer„s concern
Collect appointment data
Book Date Task specific
editors
Check whether invitation necessary
Create invitation
Print invitation
ACM Seite 54

55. Features of the Knowledge Worker Workplace
Taxonomies Wizards/checklist/e-forms
Search in dossiers, knowledge
Collaboration Publishing in
bases, government records,
variants & by
catalogues etc.
multiple channels
Case based Time Lines &
notifications history trail
Knowledge base Decision support
Monitoring &
reporting
Laws and Task & time
Regulations management
Task specific Authorisation
editors
Impact analysis Xpedia for professionals with
& simulation definitions, notions, persons
Team repository http://www.beinformed.com
ACM Seite 55

56. 7 Conclusion
ACM Seite 56

57. Conclusion
 ACM is not only for the knowledge worker
 The repetitive worker profits, too.
 Not ACM instead of BPM
 ACM is a new tool in the architect‟s toolbox
 Beware of impacts for the human user!
 Not everything that‟s technically possible is feasible for the
human user
 Really think about human friendly UI design
 Don‟t put everything into the generated task forms
 ACM principles apply to both
 BPMN level AND microflow level (ADF task flow)
ACM Seite 57

58. Contact:
Hajo Normann
SOA / BPM Architect
HP Enterprise Services
Eisenstr. 56, 64528 Rüsselsheim, Germany
hajo.normann@hp.com
Torsten Winterberg
Director Strategy & Innovation, Head of Competence Center SOA
OPITZ CONSULTING GmbH
Kirchstr. 6, 51647 Gummersbach, Germany
torsten.winterberg@opitz-consulting.com
ACM Seite 58