www.opitz-consulting.com/go/3-3-904 Effizienzsteigerung durch Prozessautomatisierung – ein Ausspruch, der sich durch unsere Geschichte zieht. Eindrucksvoll bereits durch Henry Ford in der industriellen Fertigung umgesetzt, lässt sich der dort geprägte Begriff des „Production Workers“ auch auf heutige Problemstellungen in der IT anwenden. Dies ist besonders dann der Fall, wenn etwa Angebotsprozesse, Urlaubsanträge, rechtlich bedingte Freigabeprozesse oder etwa Integrationsprozesse zur Erreichung einer einheitlichen Qualität auf immer identische Weise ablaufen sollen. Doch liegt der tatsächliche Mehrwert einer Prozessautomatisierung tatsächlich nur in der Implementierung starrer Abläufe? Sind es nicht vielmehr die dynamischen Reaktionen, die in komplexen Sachverhalten und aufgrund plötzlich auftretender neuer Ereignisse das wahre Optimierungspotenzial in sich tragen? Warum durchbrechen automatisierte Prozesse nicht endlich den begrenzten Raum von Verbesserungen auf der Mikroebene, das heißt innerhalb von Abteilungen, und drängen in den Enterprise Bereich vor? Im Rahmen der SOA, BPM und Integration Days 2012 in München stellten Hajo Normann (SOA & BPM Lead for ASG bei Accenture) und Torsten Winterberg (Manager Business Development & Innovation bei OPITZ CONSULTING) in ihrer Präsentation die Unterschiede zwischen Routine- und Wissensarbeit heraus und gingen dabei insbesondere auf den Businessnutzen adaptiver Prozesse ein. Des Weiteren stellten sie Konzepte zur Analyse und Notationen zur Dokumentation wissensintensiver Prozesse vor. Dieser Beitrag ist entstanden aus Arbeiten des Teams Masons-of-SOA, dem neben den beiden Referenten und anderen auch Danilo Schmiedel, SOA-/BPM-Experte und Senior Consultant bei OPITZ CONSULTING, angehört. -- Über uns: Als führender Projektspezialist für ganzheitliche IT-Lösungen tragen wir zur Wertsteigerung der Organisationen unserer Kunden bei und bringen IT und Business in Einklang. Mit OPITZ CONSULTING als zuverlässigem Partner können sich unsere Kunden auf ihr Kerngeschäft konzentrieren und ihre Wettbewerbsvorteile nachhaltig absichern und ausbauen. Über unsere IT-Beratung: http://www.opitz-consulting.com/go/3-8-10 Unser Leistungsangebot: http://www.opitz-consulting.com/go/3-8-874 Karriere bei OPITZ CONSULTING: http://www.opitz-consulting.com/go/3-8-5

1. You are the process!
From normative to adaptive Processes
Hajo Normann
Accenture
Torsten Winterberg
OPITZ CONSULTING GmbH
SOA | BPM Integration Days | 2012, München
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 1

2. The Team:
Masons-of-SOA
 Bernd Trops (Talend):
bernd.trops@talend.com
 Clemens Utschig-Utschig (Boehringer-Ingelheim):
clemens.utschig-utschig@boehringer-ingelheim.com
 Berthold Maier (T-Systems):
berthold.maier@t-systems.com
 Hajo Normann (Accenture):
hajo.normann@accenture.com
 Torsten Winterberg (OPITZ CONSULTING):
torsten.winterberg@opitz-consulting.com
 Jürgen Kress (Oracle Corp.)
juergen.kress@oracle.com
 Guido Schmutz (Trivadis):
guido.schmutz@trivadis.com
 Danilo Schmiedel (OPITZ CONSULTING):
danilo.schmiedel@opitz-consulting.com
www.soa-community.com
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 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
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 3

4. 1 From taylorism to knowledge work
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 4

5. The industrial revolution:
Bringing mass-production to our world
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 5

6. A new role emerged: the production worker
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 6

7. The key: Serial Execution of a well-defined
process (and no exceptions!)
Exceptions…
A4
Trx
A1 A2 Trx
A3 D1 A5
http://www.slideshare.net/rloggen/introduction-to-case-management-roeland-loggen-vs11-7021518
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 7

8. Taylorism: production workers everywhere …
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 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
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 9

10. Why and how to give the knowledge
2 worker better IT support?
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 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
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 11

12. BPM technology. The solution?
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 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…
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 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
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 14

15. Goal-oriented – like a navigation system
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 15

16. No difference between straight-through and
manual processing
http://www.beinformed.com
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 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
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18. Focus is set on the “case”
… 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
affect pension … employer
changes
http://www.beinformed.com
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 18

19. 3 ACM and BPM
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 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/
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 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/
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 21

22. BPM und ACM:
There‘s no „versus“. You need them both!
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 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.
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 23

24. BPM and ACM
http://www.masteringtheunpredictable.com
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 24

25. BPM and ACM: ACM is data-centric
http://www.masteringtheunpredictable.com
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26. Social – Multiple stakeholders working on a case
Shifting Mass
requirements Customization
Interpretation
Driving the
of ambiguous
process Administrative
Consumer, Citizen, information
Professional
Business
Minimal Making operational
burden decisions
Conflicting stakeholder
requirements
Spotting and Operational
driving change excellence
Manager,
Strategist http://www.beinformed.com
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 26

27. Going with adaptive processes
doesn‘t mean chaos
http://www.masteringtheunpredictable.com
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 27

28. Technical solutions
http://www.masteringtheunpredictable.com
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 28

29. Although case management technology is
recognized as separate technology component …
© Forrester Wave™:
Dynamic Case Management, Q1 ’11
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 29

30. The anatomy of a stage instance at runtime
Knowledge area Activity Area
Other related
entities Next (possible)
Related entity (history, shell
(1) audit)… Next (possible)
shell
Next (possible)
Central entity shell
Next (possible)
shell
Related entity Related entity
(2) (3)
Add another
…
Standard tools (gmaps / calendar / calc / mail) Save for later
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 30

31. Basic building blocks for acm
Knowledge area Activity Area
Other related
entities Next (possible)
Related entity (history,
shell
(1) audit)… Next (possible)
shell
Next (possible)
shell
Central entity
Next (possible)
shell
Related entity Related entity
(2) (3)
Add another
…
Standard tools (gmaps / calendar / calc / mail) Save for later
Task Engine Process Engine Service Bus DMS
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 31

32. Evolution of Oracle SOA platform:
complete & integrated
12c
• Collaboration
• Deep runtime
monitoring
• “Make hard things
simple”
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 32

33. 4 Case study
ACM is not only for the knowledge worker:
The repetitive worker profits, too.
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 33

34. 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
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.
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 34

35. Context for various choices to approach BPM
External Org: Ministry of Labor Funds Financial
Resoures Management Stake
RoI holder
Domain
Domain
Domain: Manage
Unemployed Markets
Management
Value Chain Value Chain Customers
Business Processes Value Chains Goals Goals Goals
Value Chain: Manage Unemployment eBPMN
Enter
Work on claim
Unemployment
Main Process BPMN
Agree on
procesesses
Business Process
BPMN Clerk
Request to Make Conduct occupational
show up appointment counceling or ACM
Analyser
Task
Make appointment Task Flow
Clarify or ACM
Check whether
customer‘s
Book Date invitation
concern
necessary
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 35

36. BPMN represents rigid processes
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 36

37. 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
„new“ selected „change existing“ selected
Create new appointment business process
Move existing appointment 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
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 37

38. The beauty of rigid BPMN processes:
You can model business knowledge of variances
Handle appointment business process
Select type of action on appointment
„new“ selected „change exisiting“ selected
Create new appointment business process
Move existing appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc. The printer
does not work
– what shall I
Book date
do next?
Check whether invitation necessary
create print
Create invitation Print invitation
Process participant
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 38

39. 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,
„new“ selected „change exisiting“ selected I just do what
I am told by
Move existing appointment the process
Create new appointment business process
business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book date Process participant
Check whether invitation necessary Printer not working in create new
appointment business process
Clerk
create print Save Order „print
data later“
Create invitation Print invitation
Backoffice Print and
send invitation
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 39

40. The problem of rigid BPMN processes: You can
not model business knowledge of all variances!
Handle appointment business process
Move existing appointment Clarify Concern
Select type of action on appointment business process exception
Clarify Concern
exception
Collect appointment
„new“ selected „change exisiting“ selected Clarify Concern data exception
exception
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book date
Check whether invitation necessary Printer not working in create new appointement
Clerk business process
create print
Save data
Create invitation Print invitation
Backoffice
Print and send invitation
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 40

41. And this is a very predictable process!
Handle appointment business process
Select type of action on appointment
„new“ selected „change exisiting“ selected
Create new appointment business process
Move existing appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Book date
Many supporting processes
Check whether invitation necessary tend to be more predictable than
differentiating processes
create print (R&D etc.)
Create invitation Print invitation
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 41

42. 5 Human aspects in BPM
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 42

43. Rigid vs. Adaptive:
Impacts on the human user
Rigid vs. Adaptive
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 43

44. Highly repetitive processes reduce the human to
an async service!
Handle appointment business process
Move existing appointment
Select type of action on appointment business process
„new“ selected „change exisiting“ selected
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Process participant
Book date
Check whether invitation necessary Printer not working in create new appointment
business process
Clerk
create print Save Order „Print
data later“
Create invitation Print invitation
Backoffice Print and
send invitation
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 44

45. 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
„new“ selected Move existing appointment
business process
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Process participant
Book date
Check whether invitation necessary
create print
Create invitation Print invitation
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 45

46. And he can decide on how to deal with all these
exceptions!
Handle appointment business process
Select type of action on appointment
Move existing appointment
business process
„new“ selected „change exisiting“ selected
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
etc. Process participant
Collect appointment data
Book date
Printer not working in create new appointment
Check whether invitation necessary
business process
Clerk
create print Save Order „Print
data later“
Create invitation Print invitation
Backoffice Print and
send invitation
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 46

47. The chosen BPM solution type
(rigidBPM or adaptiveBPM)
6 determines the type of communication
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 47

48. A process should support the customer
and his concern
Process participant
Customer
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 48

49. A scripted process does not always support
this goal …
Process (Page Flow)
customer
Policies and Business The process participant has no chance
rules further limit the to help the customer with his needs on
problem-solving an hoc basis with activities that are
measures not prescribed.
He follows a rigid script.
Script
His attention level lowers.
He does not feel responsible for the
customer and the case.
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 49

50. How does a scripted process look and feel?
Process (Page Flow)
customer
Script
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 50

51. Each step maps to a mini wizard
Handle appointment business process
Select type of action on appointment
„new“ selected „change exisiting“ selected Move existing appointment
business process
Create new appointment business process
Clarify customer‘s concern
unemployment occupational councelling
application
Collect appointment data etc.
Handle appointment GUI
Book date
Handle appointment Handle customer
Check whether invitation necessary
Ask customer what he wants to do
create print  Create new appointment
Create invitation Print invitation  Move existing appointment
Cancel Next
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 51

52. How to clarify customer‘s concern
Handle appointment business process
Select type of action on appointment Move existing appointment
business process
„new“ selected „change exisiting“ selected
Create new appointment business process
Create new appointment GUI
Clarify customer‘s concern
Handle appointment Handle customer
unemployment occupational councelling
application Clarify customer‘s
concern
Collect appointment data etc.
Clarify customer‘s concern
Book date
 Appointment for unemployment application
 Appointment for occupational councelling
Check whether invitation necessary  Appointment for regular status report
 Customer concern could be clarified ad hoc
Concern could be clarified ad hoc
 Customer concern could not be clarified
create print
Create invitation Print invitation
Cancel Back Next
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 52

53. Collect appointment data micro wizard
Handle appointment business process Create new appointment GUI
Select type of action on appointment
Handle appointment Handle customer
„change exisiting“ selected
„new“ selected
Move existing appointment business process Clarify customer‘s Collect
concern appointment data
Create new appointment business process
Clarify customer‘s concern
Customer Text entry field
unemployment occupational councelling
application
Type of concern Councel 
Collect appointment data etc.
Type of Next appointment 
Book date appointm.
Responsible Angelika Meier 
Check whether invitation necessary
Place Hamburg-Altona 
create Date 21.02.2012
print
Create invitation Print invitation Time 10:20
Cancel Back Next
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 53

54. Book date micro wizard
Handle appointment business process Create new appointment GUI
Select type of action on appointment Handle Handle customer
appointment
„change exisiting“ selected
„new“ selected Clarify customer‘s
Move existing appointment business process concern
Collect
Create new appointment business process appointment data
Clarify customer‘s concern
Book date
unemployment occupational councelling
application
Collect appointment data etc.
Book date
Check whether invitation necessary
create print
Create invitation Print invitation
Cancel Back Next
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 54

55. There is a one to one mapping from process
model to screenflow
Handle appointment business process
Move existing appointment
Select type of action on appointment business process
„new“ selected „change exisiting“ selected
Create new appointment GUI
Create new appointment business process
Handle appointment Handle customer
Clarify customer‘s concern
Clarify customer‘s Collect
unemployment occupational councelling concern appointment data
application
Collect appointment data etc. Book date Check invitation
Book date
Check whether invitation
necessary Check with cutomer whether invitation is
necessary
create print  Invitiation is necessary
Create invitation Print invitation  No invitation necessary
 Print invitation
Cancel Back Finish
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 55

56. 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
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 56

57. BPM / ACM: Best practice for service design
Problem: Transactional services along process step
Business Processes
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
Services Services Services
writing writing writing
service A service B service C
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 57

58. Goal-oriented: At the end of a process step
you have a business object in a certain state
Journey to
Munich
Status: arrived
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 58

59. BPM / ACM: Best practice for service design
Reduce complexity through status oriented BO service
Business Processes
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
Services Services Services
Leseneder Lesender Trannsaktionaler
Service A Service B Service C
Appointment
Status:
entered
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 59

60. 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
Cas
e
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
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 60

61. 7 Conclusion
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 61

62. Conclusion
 Increase of efficiency
 NOT via automation of routine work. That’s already in SAP.
 But by giving knowledge workers a perfect work environment. Enable them to:
 Make better decisions (more informed)
 Concentrate on core business
 Not ACM instead of BPM
 ACM is a new tool in the architect’s toolbox.
 ACM principles apply to both
 BPMN level AND microflow level (ADF task flow).
 ACM is not only for the knowledge worker
 The repetitive worker profits, too.
 Don’t imprison the knowledge worker in rigid processes
 Watch out, if people aren’t allowed to make decisions on their own.
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 62

63. Contact:
Hajo Normann
SOA/BPM Center of Practice ASG Lead,
Oracle ACE Director,
AS&T Innovation, Accenture GmbH
hajo.normann@accenture.com
Torsten Winterberg
Business Development & Innovation,
Oracle ACE Director
OPITZ CONSULTING GmbH
torsten.winterberg@opitz-consulting.com
„You are the process! From normative to adaptive Processes” – SOA | BPM Integration Days | 2012 Seite 63