Strengthen Organizational Agility with the Latest Advancements in Case Management

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Information about Strengthen Organizational Agility with the Latest Advancements in Case...
Business & Mgmt

Published on February 25, 2014

Author: Fujitsu_Interstage

Source: slideshare.net

Description

Keith Swenson, VP of R&D and Chief Architect at Fujitsu discusses how the working world is changing and how you can use case management, particularly Fujitsu Business Operations Platform, to adapt to these changes with better speed and flexibility.

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 © Copyright 2013 Fujitsu

… to knowing things. Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

The term robot stems from the Czech word robota, which translates roughly as ‘drudgery’ or ‘dull, repetitive labor’. Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Where To? Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Knowledge workers … high degree of expertise, … involves the creation, distribution, or application of knowledge. - Thomas Davenport Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

“about 47 percent of total US employment is at risk of elimination by computer automation” - Frey & Osborne, Oxford University, Sept 2013 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

~1995 Knowledge Work Routine Work Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

~2015 Knowledge Work Routine Work Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Where are Knowledge Workers? Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Where are Knowledge Workers? Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

“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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Trends from 2013 ACM Survey From BPM.com & WfMC Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Percent Predictable Activities What percentage of your daily work interaction involves anticipated or repetitive activities? 35% 30% 25% 20% 15% 10% 5% 0% None Twitter Hashtag: #OrgAgility Less Than 10% 10% - 25% 25% - 50% 50% - 75% Greater than 75% 55% said that 75% or more of their work is unpredictable! © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility No interest in ACM currently, don't expect this to change © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Process Technology Spectrum Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Predictable, Repeatable Variable, Unique Twitter Hashtag: #OrgAgility Email, Texting, Twitter, Telephone Application Dev Databases & Structured Data Documents & Unstructured Data Notes © Copyright 2013 Fujitsu

Variable, Unique Predictable, Repeatable End User Effort Low Cost to Modify High Low Control of Process High Low Databases & Structured Data Twitter Hashtag: #OrgAgility High Documents & Unstructured Data Email, Texting, Twitter, Telephone Application Dev Development Investment High Low Notes © Copyright 2013 Fujitsu

Predictable, Repeatable Documents & Unstructured Data Email, Texting, Twitter, Telephone Application Dev Process Technology Databases & Structured Data Twitter Hashtag: #OrgAgility Variable, Unique Notes © Copyright 2013 Fujitsu

Variable, Unique Predictable, Repeatable Documents & Unstructured Data Email, Texting, Twitter, Telephone Social Biz Adaptive CM Production CM Twitter Hashtag: #OrgAgility Human PM PDS Integration Application Dev Databases & Structured Data Notes © Copyright 2013 Fujitsu

Email, Texting, Twitter, Telephone SBS Adaptive CM ACM Twitter Hashtag: #OrgAgility Production CM PCM Human PM PDS Integration Application Dev Scripted and Enforced Process Little or No Defined Process © Copyright 2013 Fujitsu

Interstage BOP Case Management Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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. Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility Legacy App’s SCM Case Mgmt © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility ERP CRM Legacy App’s SCM PLM © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Customer Case Study: Leading Independent Emergency Center offering assistance and service around the clock, 24/7 with a world-wide coverage Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Emergency Center Organization Model SOS International in BOP Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Emergency Center Organization Model SOS International in BOP Case Management model of Mobility process Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Emergency Center Organization Model SOS International in BOP Case Management model of Mobility process Customer Emergency Case Overview screen Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Qualities To Look For In Case Management Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

“The future is uncertain – but this uncertainty is at the very heart of human creativity” - Ilya Prigogine Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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. Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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” Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

“No plan survives contact with the enemy.” - Helmuth von Moltke the Elder “Planning is essential, plans are worthless.” - Dwight D. Eisenhower. Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Diagrams  Checklists For Routine Work Created ahead of time by specialist crafted to automatically respond to many situations. Twitter Hashtag: #OrgAgility For Knowledge Work Created when needed, by the person doing the work. Manually adjusted for changing situations. © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

”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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Enforcing a single best practice on an organization, can make that organization fragile Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Conclusion Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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 Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Q&A For more information visit us at http://www.fujitsu.com/interstage or email at interstage@us.fujitsu.com Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

Twitter Hashtag: #OrgAgility © Copyright 2013 Fujitsu

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