Strengthen Organizational Agility with the Latest Advancements in Case Management

FUJITSU Software Interstage
Business Operations Platform:
Strengthen Organizational Agility with the Latest
Advances in Case Management
Keith D Swenson
VP R&D, Chief Architect
Oct 2013

© Copyright 2013 Fujitsu

The working world is
changing.
From making
things …

Twitter Hashtag: #OrgAgility


… to knowing
things.



The term robot stems from
the Czech word robota,
which translates roughly as
‘drudgery’ or
‘dull, repetitive labor’.



Where To?



Knowledge workers
… high degree of expertise,
… involves the creation, distribution,
or application of knowledge.

- Thomas Davenport



“about 47 percent of total
US employment is at risk of
elimination by computer
automation”
- Frey & Osborne, Oxford University,
Sept 2013



~1995
Knowledge
Work

Routine
Work



~2015
Knowledge
Work

Routine
Work



85% of the new jobs created in the
past decade required complex
knowledge skills:
• analyzing information,
• problem solving,
• rendering judgment and
• thinking creatively.
- “The Productivity Imperative”, McKinsey and Company



By a number of estimates,
• intellectual property,
• brand value,
• process know-how, and
• other manifestations of brain power
generated more than 70% of all US
market value created over the past
three decades.
- “The Productivity Imperative”, McKinsey and Company



Knowledge worker productivity
is the biggest of the
21st century management challenges.
In the developed countries
it is their first
survival
requirement.
- Peter F Drucker



Where are Knowledge Workers?



“The only sustainable
competitive advantage is an
organization's ability to learn
faster than the competition.”
- Peter M. Senge,
The Fifth Discipline: The Art & Practice
of The Learning Organization



Trends from 2013 ACM Survey
From BPM.com & WfMC



Percent Predictable Activities
What percentage of your daily work interaction involves anticipated
or repetitive activities?
35%

30%

25%

20%

15%

10%

5%

0%
None


Less Than 10%

10% - 25%

25% - 50%

50% - 75%

Greater than
75%

55% said that 75% or more of their work is unpredictable!

Work Categories 2013
100%
90%

33%

80%

Purely ad-hoc, never
happens the same way twice
Consistent, defined goals;
varying means to achieve

70%
60%

Documented and managed,
but not automated

50%
40%

Partially automated, but
frequent exceptions

30%
20%

Fully automated, no
opportunity to change

10%
0%

Percent of time in work category


How Common are Exceptions?
100%

What percent of work (over the
course of a week or month)
represents an exception to
standard procedures or defined
processes?

90%
80%
70%
60%

Less than 20%
20-40%
40-80%
More than 80%
All of Them!

50%
40%
30%
20%
10%
0%

% exception to defined process


Use of ACM in 2013
100%

Using ACM today
90%

We're using ACM today vis-a-vis BPM
platform2

80%
70%

We're using another platform to deliver
ACM (CRM, ECM, et al.)

60%

50%

No 'official' ACM environment but realize
similar benefits through other systems

40%

We do not any ACM type functionality
today, but we're currently evaluating

30%
20%

Sounds interesting, but not currently
considered

10%
0%

Use of ACM today

No interest in ACM currently, don't
expect this to change

Poll Question 1:

Are you using Case Management in your organization?
1. Yes, doing it already
2. Planning to do it in next 6 months
3. Planning to do it in the next 12 months
4. Evaluating for the future
5. No plans



Process Technology Spectrum



Predictable, Repeatable

Variable, Unique


Email, Texting,
Twitter, Telephone

Application Dev
Databases &
Structured
Data

Documents
& Unstructured
Data

Notes


Variable, Unique


End User Effort
Low

Cost to Modify
High

Low

Control of Process
High
Low

Databases &
Structured
Data

High

Documents
& Unstructured
Data

Email, Texting,
Twitter, Telephone

Application Dev

Development Investment
High
Low

Notes



Documents
& Unstructured
Data

Email, Texting,
Twitter, Telephone

Application Dev

Process
Technology

Databases &
Structured
Data

Variable, Unique

Notes


Variable, Unique


Documents
& Unstructured
Data

Email, Texting,
Twitter, Telephone

Social Biz

Adaptive CM

Production CM


Human PM

PDS Integration

Application Dev

Databases &
Structured
Data

Notes


Email, Texting,
Twitter, Telephone

SBS

Adaptive CM
ACM


Production CM
PCM

Human PM

PDS Integration

Application Dev

Scripted and
Enforced
Process

Little or
No Defined
Process


Interstage BOP Case Management



Fujitsu is a software company with a mission…
We help our customers to improve

their business operations with world-class,

process-oriented software which allows them
to change and innovate the way they do business
with greater speed and flexibility.



Case Management isn’t just a point solution

Disparate UIs and Lack of Automation

Our view is that Case
Management isn’t just
a product...

Fragmented and Inefficient Business Processes

Inflexible Application Integration

ERP

ERP

CRM


Legacy
App’s

SCM

Case
Mgmt


It is an Enterprise Capability
...but an enterprise
wide capability fully
integrated to existing
systems and data. With
Interstage BOP, Case
Management presents
the collaborative case,
and the right actions for
a knowledge worker
through rich composite
applications

Composite Applications

Enterprise Wide Case Management

Enterprise Wide
Case Management

SOA-based Integration layer

ERP


ERP

CRM

Legacy
App’s

SCM

PLM


One Single Platform

Composite Application Framework (CAF)

Composite
Application

User
Interfaces

Task
Management

Business Process Management Suite (BPMS)

Business
Process
Management

Case
Management

Rules
Management

Cloud Provisioning

Business Operations Platform (BOP)
Collaborative Workspace

Case Management
as part of a wider
platform offers
significant benefit
for the whole
enterprise. The
Interstage Business
Operations Platform
allows fully
integrated Case
Management to be
deployed onpremise, in the
private cloud and
public cloud

Business
Activity
Monitoring

Service Oriented Architecture (SOA)

Enterprise Service
Bus

Business
Services

Master Data
Management

Smart Services Grid

Corporate & Cloud Applications, Services and Data



Differentiators
A single platform, combining the world of Integration,
Business Process Management, and Composite
Application Development
Enables true business and IT collaboration via a single
Collaborative Workspace
Support for any type of workflow including human-to-human
workflows, system-to-system integration-type interactions,
hybrid processes, and even case management
Modern and open platform, built on a secure, highly
available and scalable architecture
Designed to support multi-tenancy and cloud deployment –
deploy an application development environment in a
matter of hours


Customer Case Study:

Leading Independent Emergency
Center offering assistance and
service around the clock, 24/7
with a world-wide coverage



Customer Case Study: Emergency Center
Key Challenges:

BOP Solution:

Benefits:

• Existing CRM system is too

Emergency Call Center solution, built with

• Flexibility to add new products, lines of
business (like Medical and Mobility), and
customers
• Improved customer service level
• Lower TCO: less (experienced)
resources needed and lower training
time
• Fast time to value: first prototype tested
after 10 days of development

rigid
• Not possible to integrate with
other systems
• Need central view on relevant
data
• Possibility of tracking and
tracing data
• Need for Customized solutions

Business Operations Platform:
• Integration with core back-ends
• Strong focus on Case Management to

guide employees while giving the freedom
to the knowledge worker
• Integrated Business Activity Monitoring
for real-time monitoring of critical cases
• Accessible via the browser (Google
Chrome) and role-based
• Automated information exchange with
external parties, e.g. electronic invoicing



Emergency Center

Organization Model SOS
International in BOP



Emergency Center

Case Management model of Mobility process


Emergency Center

Case Management model of Mobility process
Customer Emergency Case Overview screen


Poll Question 2

What capability of case management is most important for you:
1.
2.
3.
4.
5.

Knowledge work support
Improved collaboration
Better decision making
Monitoring and reporting
Support for all process types – structured, unstructured and hybrid



Qualities To Look For In
Case Management



“The future is uncertain –
but this uncertainty is at
the very heart of human
creativity”
- Ilya Prigogine



Enforcement vs. Guidance
Enforcement:
Guardrails (on a road) prevent
deviation, but also prevent
anything not predicted.

Guidance:
Guidelines (on a road) show people
where to go, but do not prevent
deviations if they are necessary.



Tasks vs. Goals

TASK
(Something you do)

Difference?

GOAL
(Something you do)

 Smaller in Scope

 Larger in Scope

 Procedural, linear

 Collective, parallel

 often one at a time

 Sometimes overlapping

 Thinking is Removed

 You must “figure it out”

 Focus on action to
transform something

 Focus on end result
produced

“Micro-managers”

“Good managers”



“No plan survives contact
with the enemy.”
- Helmuth von Moltke the Elder

“Planning is essential,
plans are worthless.”
- Dwight D. Eisenhower.



Diagrams  Checklists
For Routine Work

Created ahead of time
by specialist crafted to
automatically respond
to many situations.


For Knowledge Work

Created when needed,
by the person doing the work.
Manually adjusted for
changing situations.


PDSI / HPM / Workflow

PCM

Factory, Mass Production

Skill, Professional

Small savings on each of
a large volume produced

ACM

Custom work
appropriate to case

Highly Repeatable
Routine Processes

Unpredictable
Unique Processes

Efficiency and cutting
costs through automation

Providing unique high
value to customers



”A military force has
no constant formation,
water has no constant
shape:
the ability to gain victory by
changing and adapting according to
the opponent is called genius”
- Sun Tzu, The Art of War


Enforcing a

single best practice
on an organization,
can make that organization

fragile


Conclusion



Interstage BOP Case Management Benefits
 Organizations are shifting to knowledge work
 Knowledge work is the source of economic activity
 Knowledge workers require different support from routine work

 There are a range of process technology categories
 Case management is on the boundary between having a process, and not having one
 Production Case Management – for larger volumes of knowledge workers
 Adaptive Case Management – for innovation and learning organizations

 Interstage Business Operations Platform (BOP)
 Delivers collaboration and high speed change to dynamic, ad-hoc, unstructured operations
 with high productivity, efficiency and governance
 with better decision support without constraints

 Emergency Response Use Case
 Discussion of special capabilities that are needed.

Support for knowledge worker requires a fully integrated Case Management
capability in your organization


Q&A

For more information visit us at
http://www.fujitsu.com/interstage
or email at
interstage@us.fujitsu.com



Strengthen Organizational Agility with the Latest Advancements in Case Management

Recommended

Recommended

More Related Content

What's hot

What's hot (6)

Similar to Strengthen Organizational Agility with the Latest Advancements in Case Management

Similar to Strengthen Organizational Agility with the Latest Advancements in Case Management (20)

Recently uploaded

Recently uploaded (20)

Strengthen Organizational Agility with the Latest Advancements in Case Management