The document discusses how adaptive case management (ACM) can help knowledge workers like Bryan and Jenny deal with unstructured work. It notes that 80% of knowledge work is unstructured. ACM provides a more flexible way for Bryan to build applications to meet the needs of mobile workers like Jenny. It allows Jenny to manage cases and collaborate with colleagues from different locations. ACM gives their manager Tom better visibility into the team's work.

1. “The business world has
always been unstructured,
it is the computers and
apps that were not.”
Adaptive Case Management:
Taming Unstructured Process Work for Today’s Knowledge Worker
BUSINESS PROCESS SOLUTIONS 1

2. Adaptive Case Management:
Taming Unstructured Process Work for Today’s Knowledge Worker
Derek E. Weeks
Senior Director
BPM Corporate and Product Marketing
OpenText
BUSINESS PROCESS SOLUTIONS 2

3. meet Bryan
BUSINESS PROCESS SOLUTIONS 3

4. the IT Pro
BUSINESS PROCESS SOLUTIONS 4

5. Bryan works here……
BUSINESS PROCESS SOLUTIONS 5

6. his case management application was
getting long in the tooth…..
BUSINESS PROCESS SOLUTIONS 6

7. 9 months ago, he faced three challenges…..
development change and user
time, requests, expectations…..
BUSINESS PROCESS SOLUTIONS 7

8. 1/3 of the Bryan’s
internal clients will be
mobile workers by
2013
BUSINESS PROCESS SOLUTIONS 8

9. in the next 5 years, new hires will barely
use email…..
BUSINESS PROCESS SOLUTIONS 9

10. 1 in 12 on the planet use
Facebook.
(1 in 3 for Bryan)
BUSINESS PROCESS SOLUTIONS 10

11. 68% of employees are on LinkedIn….
BUSINESS PROCESS SOLUTIONS 11

12. 1 in 5 play an online social game…..
BUSINESS PROCESS SOLUTIONS 12

13. 20% customize their homepage…..
BUSINESS PROCESS SOLUTIONS 13

14. Bryan has been supporting old-style,
rigid, enterprise applications…
BUSINESS PROCESS SOLUTIONS 14

15. his business has 290 resources are
working on cases…..
BUSINESS PROCESS SOLUTIONS 15

16. Bryan
understands that
80% of knowledge
work is
unstructured…..
BUSINESS PROCESS SOLUTIONS 16

17. the nature of their world has changed……
…what people want.
…the way we work.
…how businesses operate.
BUSINESS PROCESS SOLUTIONS 17

18. The new app needed to be more flexible to
meet the needs and expectations of the
new iWorker..…
BUSINESS PROCESS SOLUTIONS 18

19. meet Jenny
BUSINESS PROCESS SOLUTIONS 19

20. the new iWorker
BUSINESS PROCESS SOLUTIONS 20

21. Jenny also works here……
BUSINESS PROCESS SOLUTIONS 21

22. but occasionally works here……
BUSINESS PROCESS SOLUTIONS 22

23. her case work involves…
BUSINESS PROCESS SOLUTIONS 23

24. the Claims Team is located here…..
BUSINESS PROCESS SOLUTIONS 24

25. each case is unique…
BUSINESS PROCESS SOLUTIONS 25

26. each work item is complex
BUSINESS PROCESS SOLUTIONS 26

27. Jenny knows many of the rules and
policies….
BUSINESS PROCESS SOLUTIONS 27

28. but is not an expert, so guardrails do
help…
BUSINESS PROCESS SOLUTIONS 28

29. no assignment has a pre-determined
outcome…
BUSINESS PROCESS SOLUTIONS 29

30. So Jenny found her way around working
within a large team, sometimes from a
remote location....
BUSINESS PROCESS SOLUTIONS 30

31. but she would ask Bryan......
BUSINESS PROCESS SOLUTIONS 31

32. about sharing case information,
understanding the rules, and serving
customers with urgent needs…
BUSINESS PROCESS SOLUTIONS 32

33. let’s not forget Jenny’s boss Tom….
BUSINESS PROCESS SOLUTIONS 33

34. Tom spends over 2 hours a day searching
for information and compiling reports…...
BUSINESS PROCESS SOLUTIONS 34

35. business demands changed constantly…
BUSINESS PROCESS SOLUTIONS 35

36. No insight into real time needs or
bottlenecks…..
BUSINESS PROCESS SOLUTIONS 36

37. 9 months ago Jenny and Tom were using
these tools..…
BUSINESS PROCESS SOLUTIONS 37

38. Bryan did his research…..
BUSINESS PROCESS SOLUTIONS 38

39. Thanks to Bryan, today they use these
tools…..
BUSINESS PROCESS SOLUTIONS 39

40. Jenny uses adaptive case management
to get her work done…..
Reviews images of the
customer policy on her
desktop
Content is presented in
context.
She verifies details of
the policy holder
Works through her
assigned task list and
adds notes to the case
BUSINESS PROCESS SOLUTIONS 40

41. Jenny’s colleagues can
review the Case Folder
for anything related to the
case from start to finish
Everyone can see the
Documents list that
provides a complete
history of any document
sent to or received from
the case
BUSINESS PROCESS SOLUTIONS 41

42. Jenny can create new tasks or add new
processes…..
without waiting for Bryan’s code changes…..
BUSINESS PROCESS SOLUTIONS 42

43. on the road, Jenny is empowered and
never out of touch…
Add data, images or content
to a case, enabling her to
process work from anywhere.
Add collaboration posts and
then track them.
Find expertise immediately.
BUSINESS PROCESS SOLUTIONS 43

44. Her colleagues can also
collaborate within in-
progress work folders and
view of any outstanding
tasks or documents
Any event feed or IM session
is integrated with the case.
Event feeds and
collaboration are displayed
in context
BUSINESS PROCESS SOLUTIONS 44

45. and what about Tom?.....
BUSINESS PROCESS SOLUTIONS 45

46. he now has visibility to everything his team
is working on…..
Track performance and SLA’s
to better understand how his
business is servicing
customers
See team backlogs and
escalated work items
Keep track of his own tasks
Follow and participate in team
discussions
BUSINESS PROCESS SOLUTIONS 46

47. and Bryan?.....
BUSINESS PROCESS SOLUTIONS 47

48. Bryan delivers solutions faster with out-of-
the-box user applications….
BUSINESS PROCESS SOLUTIONS 48

49. Bryan Jenny is keeping Tom has better
eliminated the customers visibility to his
tug of war….. happy….. business…..
BUSINESS PROCESS SOLUTIONS 49

50. Adaptive Case Management (ACM) works
the way we want to…..
Dynamic and Content People Intelligence Collaboration
Structured
Process
BUSINESS PROCESS SOLUTIONS 50

51. ACM needs to be collaborative
Social Computing
• Connect participants
• Empower participants
• Keep processes relevant
Communications Context
• Voice, text, messaging • Process context
• White-boarding, app sharing • Case and content context
• Presence • Participant context
Process Participant
BUSINESS PROCESS SOLUTIONS 51

52. ACM needs to address structured and
unstructured work
High Structure Low
Predefined & repeatable Process pattern Ad hoc & evolutionary
Efficiency & scale Objective Problem resolution
System Creation Investment Enabling iWorkers
Data entry Example Contract Creation
BUSINESS PROCESS SOLUTIONS 52

53. ACM needs to deal with business as it
happens…..
BUSINESS PROCESS SOLUTIONS 53

54. ACM rethinks how work gets done…..
BUSINESS PROCESS SOLUTIONS 54

55. After 110 years with a paper-
based claims
process, Physicians Mutual
went paperless in 2010.
BUSINESS PROCESS SOLUTIONS 55

56. Loan exception reporting
and reviews were reduced
from 7 days to seconds.
BUSINESS PROCESS SOLUTIONS 56

57. Claims processing time
dropped 13% in first quarter.
No increase in staff for 5 years,
during 100% business growth.
BUSINESS PROCESS SOLUTIONS 57

58. UNICOR consolidated 5
systems into one, eliminated
daily printing of 20K
documents, and streamlines
work based on roles/skills.
BUSINESS PROCESS SOLUTIONS 58

59. we have a broad range of ACM customers…..
BUSINESS PROCESS SOLUTIONS 59

60. who are applying ACM and where….
FS/Banking Insurance Government Retail/Manufacturing
Account Opening & New Business, Finance and Admin Order-to-Cash (Dispute
Servicing (IRA, ISA, etc), Underwriting & Enrollment (Permits, Taxes, Child Resolution, etc), Product
Account disputes, Support,etc) line management and
approval
Merchant Services, Mutual Claims Processing, eGovernment eFiling Procure-to-Pay (Trade
Fund Record Keeping Appeals and Grievances and Inquiries, Citizens Spend capture & Supply
Services Management)
Loan Processing, mortgage Customer eJustice for Courts Casefile Product line management
processing, Service/Exception Handling Management, Redaction and approval
Workforce Management Correspondence Law Enforcement, DNA Workforce Management
Management, Policy Offender Tracking,
Change Management Automatic Weapon
Lifecycle Tracking
Compliance, Exception Compliance, Exception Compliance, Exception Compliance, Exception
Handling Handling Handling, Air Quality Handling, Air Traffic Control
Control, Endangered Beacon Maintenance
Species Tracking
BUSINESS PROCESS SOLUTIONS 60

61. 10 Years Deep Roots in
Persona-
Case
Management + Process and
Document + based BPM
innovation
Experience Management
BUSINESS PROCESS SOLUTIONS 61

62. Where did Bryan learn more about Case
Management?…..
…visit the case management …download Forrester’ s 2011
…get the free eBook at
resource center at case management wave from
http://bit.ly/ACM_book
http://bit.ly/ACM_Resource http://bit.ly/ACM_Wave
BUSINESS PROCESS SOLUTIONS 62

63. Thank
You
BUSINESS PROCESS SOLUTIONS 63