About OPITZ CONSULTING

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Andrejus Baranovskis

_{CEO & Architect | Oracle ACE Director}

Red Samurai Consulting

Danilo Schmiedel

Solution Architect | Oracle ACE Director

OPITZ CONSULTING Deutschland GmbH

ACM Implementation Best Practices

Design:

• Das Farbschema ist im Design als „OC 2009“ hinterlegt.

• Ebenso sind die Schriftarten als „OC 2009“ hinterlegt. • Die Standardfarben sind:

ADF Spotlight

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About OPITZ CONSULTING

 Oracle Platinum Partner, founded in 1990, located in Germany and Poland

 Business IT Alignment, BPM, SOA and system integration, Application development, IT Infrastructure Management

 2 Oracle ACE Directors and 2 Oracle ACEs

 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

 2015 + 2014: Oracle BPM Partner Community Award

 2010: Oracle Fusion Middleware Award

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About Red Samurai Consulting

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ADF, SOA , BPM, WebCenter and UCM

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Small Team of Experts, Focused on Technical Quality Results

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Customers – Global Corporations, Medium and Small Business

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Oracle Technical Blog – 8 Years (~700 posts)

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Oracle Fusion Middleware Innovation Award 2010

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SOA Partner Community Award for

Outstanding Contribution Across the World 2010

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2010 Enterprise 2.0 Blazer:

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COMPANY OVERVIEW

 Specialists in Health Insurance since 1992, member of Munich Health

CHALLENGES/OPPORTUNITIES

 BPM processes are not flexible enough

 Modern Health Insurance requires agile integration

 ACM is a great candidate to close the gap

SOLUTION

 Invoice Processing, Enrolment Process, Claim Handling

 Integration with Oracle Mobile Suite

 Dynamic ADF UI with ACM Rule Engine

 ACM Rules Development with Process Composer

 Oracle BPM Workspace Usage

Health Insurance with Oracle ACM

Project Example (1)

RESULTS

 Guided Navigation: reduced training of unskilled employees

 Event-driven: easily adaptable system and flexible claim management

possibilities

 Predictive Working: Provided suggestions in order to find the „best“ decision

 Increased customer satisfaction due to higher process transparency and shorter processing times

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Claim Management with Oracle ACM

Project Example (2)

COMPANY OVERVIEW

 Global insurance software solutions provider

 Used by over 60 insurance companies representing more than 100,000 daily users across 40 countries

CHALLENGES/OPPORTUNITIES

 Trade-off between rigid und flexible processes

 Reduction of process costs and higher information quality

 Transparency as to where a claim is now and what is the next step

 Efficient Case Handling – with “One Click Access” to any needed function

SOLUTION

 Design & implementation of an ACM approach

 Oracle BPM Suite 12c; Human Tasks; Oracle ADF; Oracle Database

 Using ACM & BPM to handle claim activities

 Rule based decisions and execution

RESULTS

 Build to change: Define and change which activities are available in the different phases of a claim case

 Business user empowerment – both at design time and runtime

 Easy upgrade through controlled customizations and extensions

 Process automation

 Management visibility: Business decisions based on measurable facts

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Titel und Inhalt:

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Reality Check

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Titel und Inhalt:

Work patterns of knowledge workers

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Exception for Customer X

Exception for claim below X $

Exception for physical injury

Exception for financial damage

Exception for fraud suspicion Exception for natural

disaster

Exception for long term customers with no claim

history

Claim

Initialization

Claim

Assessment

Claim

Handling

Claim

Regulation

Claims Management is context-based …

… with many exceptions

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Titel und Inhalt:

Claim

Initialization

Claim

Assessment

Claim

Handling

Claim

Regulation

More Exceptions

Related contract not found

Information is missing, (not filled out)

Pictures of very bad quality,

request new ones _{letter returned due to} unknown sender

Assessor not available

Expert‘s report fragmentary Responsiblities not

automatically assignable

Requested docs incomplete

Estimate of costs not reproducable

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Claim

Initialization

Claim

Assessment

Claim

Handling

Claim

Regulation

Is the exception the rule?

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Titel und Inhalt:

Claim

Initialization

Claim

Assessment

Claim

Handling

Claim

Regulation

More exceptions than default paths

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Healthcare

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24.331 events

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627 patients

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376 different activities

Source: W. van der Aalst et al., “Process Mining Manifesto: Toward Real Business Intelligence”

Ad-Hoc, Unstructured and Unpredictable

What does that mean?

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Unstructured Characteristics

 A process or subprocess with:

 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

 Activities are executed by diferent roles:

 A security concept controls, if an activity can be executed.

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Doing by

Design _{Design by} Doing!

More flexibility

Suggestions and continuous decision improvement – what

is the next best action?

Integration of different systems Guidance - faster enablement of new colleagues Situation-Driven work

What is missing (sometimes)?

Or: What do we expect from an ACM solution?

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Teiltrenner

• Layout für Trennseiten zwischen Teilen in einer Präsentation

• Titel: 1-2zeilen

• Bitte den Titel immer auf die

Agenda abstimmen.

• Bitte die Teile gemäß

Agenda nummerieren.

• Eine Grafik ist auf dieser

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Titel und Inhalt:

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Titel und Inhalt:

Case UI – Data

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Case UI – Milestones & History

Where I am?

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Case UI – Activities

What can I do next?

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Case Management Solution Components

Task Engine

DMS

Case / Process Engine

System

Integration

Suggest Next Step

Central entity Related entity (1) Related entity (2) Related entity (3) Knowledge Area Quick Overview Related Docs Audittrail / Analytics History Navigation

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Titel und Inhalt:

Case Management in Oracle BPM

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zwischen Teilen in einer Präsentation

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Case Requirements / Getting Started

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Titel und Inhalt:

How to collect & document case requirements?

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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

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We usesd:

 Mindmaps  Whiteboards + Visio  Word / Excel

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Titel und Inhalt:

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Case Requirements | CMMN

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Defined by the OMG as a new standard for

Case Modeling

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Released in May 2014

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Is a notation for modeling and graphically expressing a case

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Is an interchange format for exchanging Case Models among different

tools

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Vendors like Oracle, IBM, SAP, Kofax, Cordys and Tibco have

contributed to this standard

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Download our CMMN / ACM Poster from

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Titel und Inhalt:

UI-First Approach with CMMN

Situation after starting a case: What has been completed?

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• Eine Grafik ist auf dieser

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Titel und Inhalt:

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Human Task Form – Frame Busting

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ADF Library Reuse

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ADF Security

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A few more recommendations…

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Avoid to put all the case data into the case (just take the data attributes

which are needed to control the flow)

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Use BPMN activities as a wrapper (to call services, to call human tasks)

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Use „Java Custom Case Activity“ for prototyping

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Structure your rules (Maintenance!)

 One Decision Table per: Case Lifecycle Event Rules, Case Milestone Event Rules, Case Activity Event Rules, User Defined Event Rules, Case Data Event Rule, Case Document Event Rule

 One ruleset per CMMN-Stage

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Use the „identificationkey“ attribute for mapping business related

identifiers to case instance

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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

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