with IBM Case Manager - IBA CZ Case Manager Glossary: What is a Solution? A set of user interfaces, content, and process definitions to provide the Case management structure

Case management solution

withIBM Case Manager

What this presentation is about?

Concept of case management

Business needs

Business needs

A company provides commercial products andservices to many customers.

The company realizes that customer complaintscan be a gold mine of important information.

They consider a complaint as valuable as anypositive feedback, maybe even more so.

They want to process these cases efficiently,and collect all of the feedback and relatedinformation centrally to support their continuousquality improvement processes.

One of the scenarios:

Customer

Business needs

What challenges can you see to develop a Complaints management

system?

Business needs

Challenges:

issue

suggestion

complaint

???

Each case might be unique

Business needs

Challenges:

Each work item is complex

Knowledge work is unstructured

Business needs

Challenges:

A lot of people might be involved in the decision-making process

Business needs

Challenges:

Collaboration & sharing case information

Business needs

Challenges:

Order of process steps execution might be unknown

Business needs

Challenges:

There are many rules and policies which needs to be considered to make a decision

Business needs

Challenges summary:

Each case is unique

Each work item is complex

Knowledge work is unstructured

Collaboration & sharing case information

A lot of people involved in the decision-making

process

Order of process steps execution might be

unknown

There are many rules and policies

Business needs

Solution:

Adaptive Case Management is information technology that exposes structuredand unstructured business information (business data and content) and allowsstructured (business) and unstructured (social) organizations to execute work(routine and emergent processes) in a secure but transparent manner.

IBM Case Management

Case Management vs BPM:IBM Case Manager for

Advanced Case ManagementIBM BPM for

Business Process Management

Case Management

Case folder:

People

Data Content

Collaboration

Reporting

HistoryEvents

Policies

Process

Case Management

The concept of a goal-driven case solution:

Process is goal-driven = Non-linear

The end point is known at the start.

The Pathway for reaching it is determined by the outcome at each stage

The stage of the case is determined by the content & context within the

case, not where the case is at any time

Case Management

focuses on event and outcomes:

an event occurs

a case file is opened

activities and work (content & context added to the case)

the case is completed

Case Management

Goal-driven:

Customer reports a problem

a case is opened

Issue is investigated

Solution applied unsuccessfully

Alternatives researched & applied successfully

Issue resolved & recorded

IBM Case Management

Predictable processes:

However, not all aspects of a case are unpredictable, and so IBM BPMtechnology can be used to model the predictable aspects of case solutions.These predictable aspects of the case processing can be encapsulated intoprocess fragments that can be used as part of the toolset that case workers use.

IBM Case Manager

High Level IBM Case Manager

Architecture

IBM Case Manager

3600 View of Case Investigations

Analytics Solutions

IBM Case Manager

Components:

IBM Case Manager componentscan be divided into the followingcategories:• Core components• Customization components• Customization extensions

IBM Case Manager

Steps to design your case management solution:

1. Identify what user tasks are needed to

accomplish the main user goal

2. Decide what business level tasks and

steps you need, and then group those

tasks and steps into a case

3. what does or does not need to happen

to complete each step

4. identify the content needed to complete

those steps

5. decide who will work on the content

IBM Case Manager

IBM Case Manager object model:

IBM Case Manager

Glossary:

What is a Solution? A set of user interfaces, content, and process definitions to

provide the Case management structure

What is a Case? A set of related activities, content, processes, and

collaboration artifacts used together to manage specific

business activities

What is a Case Type? A Case definition

What is a Task? A list of items to be completed in the Case context (i.e., a

ToDo list)

What is a Role? A collection of user accounts associated with a specific

business function. Used to access a particular task or work

queue step

What is a Document Type? A document class defined in the P8 Content Engine

SOLUTIONS FOR BPS-SBERBANK, BELARUS

Requirements:

Issue classification Issue investigation and

reply preparation Additional expertise Approval Send a reply to the

customer


Solution:IBM Case Manager supports the agile methodology by providing an environment on which you can design, develop, validate, and test case solutions interactively


Design: Properties

You can specify the properties, roles, document types and case types in your solution.


Design: Roles


Design: Document Types


Configuration: Permission options


Design: View designer


Design: Tasks


Design: Workflows


Design:


Result:


Result:


Result:


Result:


Result: case history


Integration:

IBM Case Manager

Benefits: Information

Option Business Value … Enabled By …

All Information, structured

and unstructured,

applicable to a case

Timely and accurate

information for correct

decision making

Capture and activate all

information in the context

of a case

Complete view of all

information types

including all history

360 degree view of all

case information

Information delivered at

the right time to the right

person in context

Role-based user

experience

Adhere to compliance

requirements

Complete audit trail of all

information and activities

around a case

IBM Case Manager

Benefits: Work Management


Work Management

Supports knowledge work

which can be unpredictable

Empower knowledge

workers to respond to the

information and events

impacting a case

Dynamic task management

Foster collaboration to

achieve the business goal

In context collaboration

over a case

Leverage automation for

efficiency and enforcement

of best practices and

policies

Execution of business

process intelligently

triggered by case events

IBM Case Manager

Benefits: Outcome Focused


Outcome Focused

Designed to allow

knowledge workers to

drive toward a goal

Provide insight to the case

worker on impact of their

decision from all

information types

Structured and

unstructured analytics

Real-time dashboards and

persisted analytics

Manage all cases for

insight and continuous

operational improvement

Pattern analysis across all

cases

IBM Case Manager

Benefits: Accelerate Time-to-Value


Accelerate Time-to-Value

Fast time to deliver case

applications to users

Business-driven solution

development

Strong collaboration

between business and IT

Platform for business and

IT to iterate on solution

Adapt rapidly to changing

business requirements

Component-based solution

can be quickly changed

Where can you learn more about Case Management and IBM Case Manager?

https://www-01.ibm.com/support/knowledgecenter/SSCTJ4_5.2.0/com.ibm.casemgmttoc.doc/casemanager_5.2.0.htm?lang=en

ibm.com/redbooks

Advanced Case Managementwith IBM Case Manager

http://www.ibm.com

Documents

with IBM Case Manager - IBA CZ Case Manager Glossary: What is a Solution? A set of user interfaces, content, and process definitions to provide the Case management structure