Oracle Mobile Suite & Oracle Adaptive Case Management A Strong Combination to Empower People Andrejus Baranovskis CEO & Architect | Oracle ACE Director Red Samurai Consulting Danilo Schmiedel Solution Architect | Oracle ACE Director OPITZ CONSULTING Deutschland GmbH [CON3745] Oracle Open World 2014 Oracle Mobile Suite and Oracle Adaptive Case Management Seite 1 About Red Samurai Consulting ADF, SOA , BPM, WebCenter and UCM Small Team of Experts, Focused on Technical Quality Results Customers – Global Corporations, Medium and Small Business Oracle Technical Blog – 8 Years (~700 posts) Oracle Fusion Middleware Innovation Award 2010 SOA Partner Community Award for Outstanding Contribution Across the World 2010 2010 Enterprise 2.0 Blazer: Enterprise 2.0 Leader Award Oracle Mobile Suite and Oracle Adaptive Case Management Seite 2 About OPITZ CONSULTING Founded in 1990, located in Germany and Poland Business IT Alignment, BPM, SOA and system integration, Application development, IT Infrastructure Management Oracle Platinum Partner Two Oracle ACE Directors Recognized as one of the leading Oracle Fusion Middleware Partners Specialized in SOA, BPM, ADF & Application Grid, Exadata, Business Intelligence Foundation, Oracle Database, Oracle Enterprise Linux, Real Application Cluster, Oracle VM, Data Warehousing, DB11g Performance Tuning 2014 ORACLE BPM Partner Community Award 2010 Oracle Fusion Middleware Award 2008 – 2010 EMEA SOA Community Award Oracle Mobile Suite and Oracle Adaptive Case Management Seite 3 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Oracle Mobile Suite and Oracle Adaptive Case Management Seite 4 Natural Hazard Storm Loss Lightning Damage Damage to Persons Fire Damage Material Damage Explosion Loss Financial Loss Breakage of Glass Accidental Damage Housebreaking Damage by Water Oracle Mobile Suite and Oracle Adaptive Case Management Seite 5 The View of the Customer What should I do now? Damage by Hail! Call insurance Car is damaged Roof of the house is damaged I need help! Oracle Mobile Suite and Oracle Adaptive Case Management Seite 6 The View of the Claim Handler Oracle Mobile Suite and Oracle Adaptive Case Management Seite 7 Challenges in Claims Management Many different claim types with specifics in regulation Missing user guidance Hidden knowledge from experienced workers Many different systems and independent solutions Telephone, Email, Correspondence Integration of different partners Task Management Many requests through different channels in case of a natural disaster (in parallel) Limited tracability and lack of reporting Oracle Mobile Suite and Oracle Adaptive Case Management Seite 8 What the Customer wants… Rental Car Straightforward Support Repair Shop Suggestions Direct Contact Craftsman Recommendation Oracle Mobile Suite and Oracle Adaptive Case Management Seite 9 What is needed? Suggestions – what is the next best step? More flexibility Doing by Design Situation-Driven work Design by Doing! Tight system integration Oracle Mobile Suite and Oracle Adaptive Case Management Faster enablement of new colleagues Seite 10 Expected benefits by the company Trace claim management across system bounderies Improvement of the data quality Statistical analysis in order to develop new business models Improvement of decisions Identification of potential work step automations Integration of new systems Faster enablement for new employees Oracle Mobile Suite and Oracle Adaptive Case Management Seite 11 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Oracle Mobile Suite and Oracle Adaptive Case Management Seite 12 Main steps in Claim Management Claim Initialization Claim Assessment Claim Handling Claim Regulation Further inquiry to third-party insurance Create claim acceptance document Request estimate of costs Create booking entry for claim payment Commission an appraiser Perform payment Request missing documents Notify client … … Get customer details Request missing documents Select relevant contract Identify responsibilities Enter base information Request missing documents … Accept Claim Reject Claim … … Oracle Mobile Suite and Oracle Adaptive Case Management Seite 13 Is everything modeled now? Each phase of claim regulation requires activities: Activities may be executed more than once Some activities are mandatory, some are optional There are manual and automated activities Activities from different phases can relate to each other Going back to preciding activities or phases is possible During runtime there may be need for ad hoc activities, e.g. when a colleague has to be involved Level of detail 1 Activities are executed by diferent roles: A security concept controls, if an activity can be executed. For better scaling, work has to be distributed, especially for mass claims. Level of detail 2 Oracle Mobile Suite and Oracle Adaptive Case Management Seite 14 Claims Management is context-based … … with many exceptions Claim Initialization Claim Assessment Claim Handling Claim Regulation Exception for physical injury Exception for Customer X Exception for financial damage Exception for claim below X $ Exception for fraud suspicion Exception for natural disaster Exception for long term customers with no claim history © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 15 More Exceptions Claim Initialization Related contract not found Information is missing, (not filled out) Responsiblities not automatically assignable Claim Assessment Claim Handling Pictures of very bad quality, request new ones Claim Regulation letter returned due to unknown sender Assessor not available Requested docs incomplete Estimate of costs not reproducable Expert‘s report fragmentary © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 16 Different Exceptions Claim Initialization Claim Assessment Claim Handling Claim Regulation © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 17 More exceptions than default paths Claim Initialization Claim Assessment Claim Handling Claim Regulation © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 18 Is the exception the rule? Claim Initialization Claim Assessment Claim Handling Claim Regulation © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 19 © Gartner Oracle Mobile Suite and Oracle Adaptive Case Management Seite 20 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Oracle Mobile Suite and Oracle Adaptive Case Management Seite 21 Case Design Case Management covers complex and unstructured knowledge-intensive scenarios Key Aspects of a case Milestones (Checkpoints in the progress) Outcomes Case Activities (Represent specific work) Execution semantics (manual, automatic, required, repeatable, …) Case Rules Data & Documents User Events (e.g. Document received) Stakeholders Permissions Oracle Mobile Suite and Oracle Adaptive Case Management Seite 22 Case Design (2) Claim EvaluationMilestones mark Claim Handling Claims Regulation progression of a case Case Participants (Stakeholders) CSR Assistant Clerk Collect claimant data Activities – system guided or human controlled Activities – can be repeatable Perform formal checks Activity availability controlled by permissions and rules Supervisor Notify Client Notify Client Accept claim Request estimate of costs Further inquiry third-party insurance Comission a appraiser Request missing documents Activity can be a structured process or a task Reject claim Oracle Mobile Suite and Oracle Adaptive Case Management Create claim acceptance document Create booking entry for claim payment Perform payment Partial settlement of a claim Approve Reject Seite 23 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Oracle Mobile Suite and Oracle Adaptive Case Management Seite 24 Case Management UI Example (expanded) Oracle Mobile Suite and Oracle Adaptive Case Management Seite 25 Case UI – Navigation and Search Oracle Mobile Suite and Oracle Adaptive Case Management Seite 26 Case UI - Documents Oracle Mobile Suite and Oracle Adaptive Case Management Seite 27 Case UI – Data Details about the claim and it‘s related entities Oracle Mobile Suite and Oracle Adaptive Case Management Seite 28 Case UI – Milestones & History Where I am? Oracle Mobile Suite and Oracle Adaptive Case Management Seite 29 Case UI – Activities What can I do next? Oracle Mobile Suite and Oracle Adaptive Case Management Seite 30 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Oracle Mobile Suite and Oracle Adaptive Case Management Seite 31 Why we didn‘t choose a process (here)? Differences and Limitations Only one activity avaliable The current activity is not needed but the task is already in the worklist => can be avoided with XORGateway + additional „Make your choice“ activity User cannot select additional activities (e.g. „Send Notification“) The process drives the user! Oracle Mobile Suite and Oracle Adaptive Case Management Seite 32 Why we didn‘t choose a process (here)? Differences and Limitations (2) No activity available Process instance has to wait for the requested documents User cannot select additional activities during that time (e.g. „Send Notification“) Oracle Mobile Suite and Oracle Adaptive Case Management Seite 33 Why we didn‘t choose a process (here)? Differences and Limitations (3) More modeling and implementation effort necessary to implement processes with Activities, which are always available Activities with certain preconditions GoTo‘s and Returns Milestones Ad-Hoc tasks not supported in BPMN during runtime No change of the control flow without redeployment Oracle Mobile Suite and Oracle Adaptive Case Management Seite 34 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Oracle Mobile Suite and Oracle Adaptive Case Management Seite 35 Case Management Solution Components Knowledge Area Central entity Navigation Related entity (1) Suggest Next Step Audittrail / Analytics Related entity (2) History Related entity (3) Related Docs Quick Overview DMS Task Engine Case / Process Engine Oracle Mobile Suite and Oracle Adaptive Case Management Service Bus Seite 36 Case Management in Oracle BPM Claim Oracle Mobile Suite and Oracle Adaptive Case Management Seite 37 Demo Oracle Mobile Suite and Oracle Adaptive Case Management Seite 38 Business Challenges Process Complexity Case Design Case User Interfaces Case vs. Process Case Implementation Mobile Enablement Oracle Mobile Suite and Oracle Adaptive Case Management Seite 39 Multi Channel Support Claim Case Engine Oracle Mobile Suite and Oracle Adaptive Case Management Seite 40 Accidental Integration Architecture getAvailableActivities getMilestones Anti-Pattern: Duplicated Code! startActivity Claim Case Engine Oracle Mobile Suite and Oracle Adaptive Case Management Seite 41 Oracle Mobile Suite Integration Use Oracle Service Bus to Publish Simplified Web Services Offline Mode with SQLite DB Keep Mobile UI Lightweight Implement On Device Data Caching Oracle Mobile Suite and Oracle Adaptive Case Management Seite 42 Oracle Mobile Suite Integration S E R V I C E MAF ADF Faces ACS B U S Oracle Mobile Suite and Oracle Adaptive Case Management Seite 43 Multi Channel Support via Service Bus Oracle Mobile Suite and Oracle Adaptive Case Management Case Engine Service Bus Claim Seite 44 Demo Oracle Mobile Suite and Oracle Adaptive Case Management Seite 45 Unified (Mobile) Architecture © G. Schmutz & T. Winterberg Cloud to Device Messaging (C2DM) Mobile Apps RDMBS LDAP / Enterprise IDM BPM und SOA Platform SOAP Oracle Mobile Suite and Oracle Adaptive Case Management REST Enterprise Applications SOAP JMS REST EJB Local ESB DB HTTP/JSON Application Server Enterprise Service Bus (ESB) Web Apps Service Gateway DB Business Logic RDMBS NoSQL Seite 46 Unified (Mobile) Architecture © G. Schmutz & T. Winterberg Oracle DB LDAP / Oracle IDM Enterprise IDM Oracle Service Bus (OSB) Oracle ADF HTTP/JSON Oracle WebLogic Application Server Server Enterprise Service Bus (ESB) Web Apps Gateway (OAG) Service API Gateway Oracle Oracle ADF DB Mobile RDMBS SOAP REST BPM und Oracle BPMSOA Suite Platform Oracle SOA Suite Enterprise Applications Oracle ADF Business SOAP Oracle Mobile Suite and Oracle Adaptive Case Management Local ESB Oracle Database Mobile Apps Mobile Server Oracle GoldenGate Mobile Server Oracle Data Integrator (ODI) WebtoSockets Cloud Device Messaging (C2DM) Database Logic JMS Oracle WebLogic Server RDMBS REST Oracle RDBMS EJB NoSQL Oracle NoSQL DB Seite 47 Unified (Mobile) Architecture © G. Schmutz & T. Winterberg Oracle External Cloud Service Providers Web Apps Oracle ADF DB Internet of Java Embedded Things CE P OEP Embedded HTTP/JSON Oracle WebLogic Application Server Server LDAP / Oracle IDM Enterprise IDM Oracle Event Processing Complex Event Processing (OEP) (CEP) / Fast Data Oracle NoSQL NoSQL Database / Big Data Oracle Service Bus (OSB) Oracle ADF DB Mobile Enterprise Service Bus (ESB) Gateway (OAG) Service API Gateway Oracle RDMBS SOAP REST BPM und Oracle BPMSOA Suite Platform Oracle SOA Suite Enterprise Applications Oracle ADF Business SOAP Data Oracle(Big) BigData Analytics Appliance (BDA) Oracle Mobile Suite and Oracle Adaptive Case Management Local ESB Oracle Database Mobile Apps Mobile Server Oracle GoldenGate Mobile Server Oracle Data Integrator (ODI) WebtoSockets Cloud Device Messaging (C2DM) Database Logic JMS Oracle WebLogic Server RDMBS REST Oracle RDBMS EJB NoSQL Oracle NoSQL DB Oracle Business Analytical Applications Intelligence Foundation Suite Data Integration Data Warehouse Oracle Business Activity Monitoring (BAM) Seite 48 Conclusion Processes must support Non-Routine work. Not only pure automization, but coexistence of humans and machines. Need to adress the variance problem. Uncover the dark processes. Not only single best practices in processes, allow the unpredictable: Build for Change. Change from sequential flows to event-driven interaction. Empower the People! Oracle Mobile Suite and Oracle Adaptive Case Management Seite 49 Download: www.thecattlecrew.com Oracle Mobile Suite and Oracle Adaptive Case Management Seite 50 Questions? www.thecattlecrew.com Oracle Mobile Suite and Oracle Adaptive Case Management Seite 51 Contact Andrejus Baranovskis CEO & Archtitect | Oracle ACE Director Red Samurai Consulting Phone: +49 173 54 79 302 Mail: [email protected] Twitter: @andrejusb Blog: http://andrejusb.blogspot.de Danilo Schmiedel Solution Architect OPITZ CONSULTING Deutschland GmbH Kirchstr. 6, 51647 Gummersbach, Germany Phone: +49 173 7279001 Mail: [email protected] Twitter: @dschmied Blog: http://inside-bpm-and-soa.blogspot.com www.thecattlecrew.com Oracle Mobile Suite and Oracle Adaptive Case Management Seite 52
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