Presentation on theme: "Adaptive Case Management"— Presentation transcript:
1 Adaptive Case Management With Alfresco and Activiti
2 Alfresco Certified Instructor Short IntroJörg SauerAllianz Life IndonesiaHead of Application DevelopmentJakarta / IndonesiaCommunity:Alfresco Community JakartaBlog Posts (none in past 12 month )Blog: blogs.ecmconcepts.orgAlfresco Certified Instructor
3 Agenda Introduction into Knowledge Work Challenges with BPM Adaptive Case ManagementWhat Alfresco Provides Out of the BoxWhat Activiti Provides Out of the BoxWhat Needs to be Done / CustomizedConclusion
4 Introduction to Knowledge Work What does a knowledge worker look like?
7 People who figure out what they have to do Knowledge Worker!People who figure out what they have to doDefinitely!
8 People who assess a situation and determine the course of action Knowledge Worker!People who assess a situation and determine the course of action
9 People whose actions are based on many sources of information Knowledge WorkerPeople whose actions are based on many sources of information
10 People who gather clues, follow up and discover things Knowledge WorkerPeople who gather clues, follow up and discover things
11 Knowledge Work is Everywhere Rescue WorkComplex Insurance or Bank TansactionsPolice & Legal InvestigationFinancial AuditCoordinating a MeetingExceptions, e.g. Billing DisputeMedical TreatmentHelp DeskHiringExecutive Management etc.
12 Quality of Knowledge Work Non Repeated!Two murder investigations are not the sameComplex insurance claims are not the sameEndless examples to go
13 Quality of Knowledge Work Non Repeated!Unpredictable!Legal case may take unexpected courseMedical claim might not be valid due to wrong statements made in applicationConflicting factors impact decision making
14 Quality of Knowledge Work Non Repeated!Unpredictable!Emergent!A doctor runs a test on a patientLeading to a treatment planWhich is monitored and additional testWhich leads to a modified treatmentWhich is monitored
15 Quality of Knowledge Work Non Repeated!Unpredictable!Emergent!Robustness (in face of variable conditions)High velocity and High reliable organizations run on knowledge work.
16 Industrial Development : Industrialization: Mass Production /Routine WorkDefine exact processRun 1000’s timesDistribute initial cost over many identical copiesResearch: Frederick Winslow Taylor: Just in Time KanbanMass customizationExcess production is wasteLean & Pull BasedResponsive to changeResearch: Taiichi Ohno (Toyota): Knowledge WorkKnowledge Worker: Someone who knows more about her job than anybody else in the organizationResearch: Peter F. Drucker
17 ManufacturingOffice WorkUnpredictablePredictableJust in TimeKnowledge WorkMass ProductionRoutine Work
18 Knowledge Work Facts 30%-50% off all Workers = Knowledge Workers The number is increasingHigh payKey area of economical growth in economiesKey factor for developed countries to stay compitetiveResearch: Tom Davenport
19 Cost & Complexity of Implementation valueLess PredictableKnowledge Worker ProcessesRoutine Human ProcessesSystem to System Processes€€€Difficult to ImplementKnowledge Work€€Business Process SpectrumRoutine WorkEasier to implement€More Predictable
20 Business Process Management (BPM) MatureGood ToolsLots of ExpertsHowever:High upfront investment in process analysisROI = process to be run thousands of times
21 BPM = Mass Production!Works only for routine work!
22 BPM Real Life Issues Business processes not well understood Users = just see what they doScope?Management: just cares about results, KPIs, SLAs, head countInternal resources most times not sufficiently skilled to do process analysisExternal consultants = Project = Solve all problems approach = PROBLEM!
23 BPM Real Life IssuesConflicts among stakeholders how process should look likeScope issuesGoals not definedEnd to end process = multiple department = multiple interests
24 BPM Real Life IssuesMisconception that BPM implementation will solve business problems.Business Problem != Human Error != Solvable with BPMAutomation = Change = Unknown Results how it will workTry and Error
25 BPM Real Life Issues Focus on end to end processes End to End is overly complex3m x 5m process diagramsNot all things can be foreseenHuge effort gather requirementsHuge effort to get sign off.Always too many compromisesOnce implemented will remain as is for ever
26 BPM Real Life Issues Optimistic Flow Tendency to include the optimistic flows onlyError handling on process level missingException / alternate flows incomplete
27 New Approach Needed BPM = assumption that BPM = Process is center Process is predictableImplementable as an automated processROI comes from scaling up and repeatabilityBPM = Process is center
29 Adaptive Case Management Enable Knowledge WorkerCase Data is Center not ProcessProcess not carved in stoneWorker decides on stepsSOP as guidance / frame for workHolistic View on Data / Information
30 BPM vs. ACM modellingRoutine WorkKnowledge Work
31 Knowledge Work Requires Guidance & Rules: SOP & Business Rules Adaptable approachTemplates: Filing structure Check listsSmall WorkflowsCustomizable elementsCollaborationHolistic Data / InformationVisibility ofdocumentsstructured informationcommunicationHistorical dataRelated cases
32 Statement“Knowledge worker productivity is the biggest of the 21st century management challenges. In developed countries it is their first survival requirement”Peter F. Drucker
33 Case Management with Alfresco Does Alfresco provide case management out of the Box?Not really – at least not as a solutionCan Alfresco do case management?Off course if you implement the required thingsWho is doing case management with Alfresco?Many companiesWho is implementing case management in Alfresco?YouPartnersCommunity
34 Case Management Support in Alfresco Case management based on folder (structures)Small WorkflowsRules and ActionsSimple WorkfowsTags
35 Alfresco Functionality for Case Management Implementations Custom Content ModelsDocument & Folder typesMetadataCustom WorkflowsWeb ScriptsIntegration with 3rd party systemsFiling structure initiation – create case structureMetadata synchronizationStatus updatesExtending Alfresco & Share functionalityFreemarkerTemplatesComponentsReports
36 Alfresco Functionality for Case Management Implementations Custom Actions:Automation of manual tasksCreate caseStart workflowSynch informationGenerate status reportTransformationsGenerate Status ReportsFull text index on holistic dataSynchronizationShare documents with (external) stakeholders
37 Alfresco Functionality for Case Management Implementations Data ListsCheck ListsTodo’sPoliciesEvents in Repository trigger actionsStart configured workflow if data list entry is createdUpdate status on workflow completion
38 Activiti Case Management out of the Box Standard WorkflowsAd Hoc WorkflowReview Approve WorkflowEtc.
39 Adaptive Case Management With Alfresco & Activiti Basic Repository CustomizationsCase Metadata Model FoundationCase Group ContainerCase FolderCase FileAspectsCase Check List (Data List)Basic WorkflowsActiviti Workflow to run on Folder chainsUser configurable sequential workflow, with full support for task list, escalation, task assignment etc.Basic Case WorkflowsMain Case Status workflowIdentify expert workflowAssessment workflowRequest additional document workflow
40 Adaptive Case Management With Alfresco & Activiti Share CustomizationsAdditional Folder ViewsCase StatusIncluding workflows runningCase Information Aggregation ViewTemplate components for extensibilityData lists on case foldersList entry can initiate workflowWorkflow updates list entry on completion or status updates.Just a foundation!
41 Adaptive Case Management Version Chart FunctionalityExtensibilityAlfresco 3.4Core functionality ReplicationEasy Not existantAlfresco 4.0Easy SupportedAlfresco 4.2EasyBetter as in 4.0?Share 3.4Components ModulesComplicated not existingShare 4.0Components Modules MarkersBasicNot yetShare 4.2goodYesActiviti 5.7 (Alfresco <4.2)Call Activiti expressionSignalsCompensationMessagesOther cool stuffNo No No No NoActiviti 5.10 (Alfresco 4.2)yes yes yes yes yes
43 ImplementationInitiated two month ago as Jakarta Alfresco Community projectGoalLearn about Alfresco by doing something useful and which is funDelivery Date 1st releaseMissed When to be expected?November 2012Where to be found
45 References Presentations: Books: Web: Keith Swenson: The Nature of Knowledge WorkBooks:Keith Swenson: Mastering the UnpredictableKeith Swenson: Taming the UnpredictableJakob Freund, Bernd Ruecker: Real Life BPMNJakob Freund, Bernd Ruecker: Praxis Handbuch BPMNWeb:Activiti User Guide:Alfresco Wiki:Blogs:David Draper:Will Abson:
46 References… Training: Adaptive Case Management Toolkit Alfresco Share ConfigurationAlfresco Share DevelopmentAlfresco Activiti WorkflowAlfresco API DeveloperCustomized Training Alfresco: AveriBPMN and Process Analysis: CamundaAdaptive Case Management Toolkittoolkit/Stay tuned for the first code to be posted shortly