Using Dynamic Case Management to Foster Agility and Improve End-user Effectiveness February 24 th , 2011 2 2011 Pegasystems Inc. Agenda What is a Case? The imperative for a Case Layer Creating the Case Layer Cases and Processes Subcases vs. Process Components Benefits of the Case Layer Demo Summary 3 2011 Pegasystems Inc. Case Definition A case is the coordination of multiple tasksplanned or unplanned and associated content, towards a concrete objective or goal. Cases are dynamic, and respond to and generate events. 4 2011 Pegasystems Inc. Without a Case Layer Individual, atomic, pieces of work are managed separately, without context Case: Vehicle Damage Claim (for 3 rd party) Case: Vehicle Damage Claim (insured) Case: Bodily Injury Claim (insured) 5 2011 Pegasystems Inc. A Case Layer Allows you to Manage All of the work for a given case in a holistic manner Case: Policy holder submits claim in at-fault accident Obtain police report Site visit for verification Interview parties Interview Insured Interview witnesses Subcase 1: Bodily injury to insured Request submission of hospital bills Obtain physician statement Subcase 2: Vehicle Damage Claim for 3 rd party Subcase 3: Vehicle Damage Claim Site visit for initial assessment of damage Obtain damage estimate from repair shop A case layer allows you to easily bring together related work to improve case handling and outcomes All work, including ad hoc work All work, regardless of who or what is performing it Manage the All of the Case Aware of all other work associated with the case Able to manage all work for a casestructured and unstructured from the same system Allows Case workers to work more effectively Case types can be re-used in other case types Case types can be specialized to quickly extend the application Fosters re-use and agility 6 2011 Pegasystems Inc. Capturing Relationships: The Key to Delivering Successful Case Apps Enabling technology: Case Management Required for holistic case management Provides foundation for including ad hoc work Hierarchical Relationships Enabling Technology: BPM Defines the progression of work Temporal Relationships Enabling Technology: Business Rules Engine Allows you to set conditions for how the work is accomplished, from process flow, to UI to access Conditional Relationships Case Applications must allow designers to easily, and explicitly define these three key types of relationships. Anything less will be incomplete and inflexible. 7 2011 Pegasystems Inc. Creating The Case Layer Cases Processes Services Rules Rules Rules Rules Rules Rules Rules Rules Rules Consume Consume 8 2011 Pegasystems Inc. Cases and Processes A case is the work, Process is the path it takes to be completed Process Process Process 9 2011 Pegasystems Inc. Cases and Processes Case A Case B Case C Case D P1 P4 P5 P7 P3 P3 P6 P3 P2 Cases exist distinct from processes represented by the process diagram on the case folder) All cases have a process, even if the process is very simple Any case may have multiple subcases other than the primary process, these will typically be process components Any case can have multiple processes run on it simultaneously ad hoc automatically (procedurally or declaratively) Subcases and processes for a given case may be invoked 10 2011 Pegasystems Inc. Subcase or Process, That is the Question Subcases Process (components) Are discrete pieces of work and could reasonably be performed without the top-level case Would never occur if the case with which they are associated was not created. (e.g. you wouldnt refund money to someone if they hadnt created a return case). May not have a known process, other than being opened and staying open until someone resolves them. May spin off other subcases to handle exceptions Are typically invoked once it is clear that they are needed, and proceed down a clear path, rarely if ever invoking exceptions Are often collaborative, and need multiple people or systems to be working on them in concert Do not allow for multiple people to work on them in parallel Provide better visibility to the work as a distinct object Allow you to do a lot on a given piece of work without cluttering with an excess of subcases. 11 2011 Pegasystems Inc. Subcase or Process, Examples Subcase Example Process Component Subcase: Devilled eggs Devilled egg filling Parent case: First course Associated with case: Devilled eggs Why a subcase? I could reasonably make devilled eggs by themselves Why its a process component? I would never make devilled egg filling if I werent making deviled eggs Subcase Example Process Component Subcase: Itemreturn Process: Process refund Parent case: Purchase Item Associated with case: item return Why a subcase? I might reasonably handle returns without tying them to the original purchase. Why its a process component? I would never process a refund if an item werent being returned Nota Bene: These are guidelines, there are no restrictions that force you to use one or the other. You have flexibility. 12 2011 Pegasystems Inc. Key Supporting Functionality Ability to define for every case, and all its subcases and tasks all of the necessary elements (content, instantiation, roles, etc.) and the relationships between them. Design-Time: Explicit support for creating the Case layer Allows users (with permissions) to view a case and all its nested subcases and tasks, as well as the associated content, users, roles and subjects. Users can add pre-defined ad hoc work, or can add new ad hoc work to cases. UI allows for case-type specific definition of UIat any level Run-Time: Out-of-the-Box UI for viewing and working on cases Ad hoc work added to cases can be saved back to the case type, as an update to the case, a new version of that case, or as an entirely new case type. Allows for capture of ad hoc work into the process in a passive, iterative manner. Limited-use, role-based privilege (i.e. no running amok) Run-Time to Design-Time: Design by Doing 13 2011 Pegasystems Inc. Benefits of a Case Layer: Innovation Comes Standard Working with the full context of the work being performed on the case Your users are more effective Rapidly specialize or enhance applications to maintain an innovative market stance Built-in re-use to foster agility and ease management A Case layer is a differentiation layer Design by Doing allows users to capture innovation in real-time Built-in tools to capture innovation 14 2011 Pegasystems Inc. Demo 15 2011 Pegasystems Inc. Getting to the Case Designer 16 2011 Pegasystems Inc. Creating the Case Layer in the Case Designer 17 2011 Pegasystems Inc. Adding New or Re-using Existing Case Types 18 2011 Pegasystems Inc. Other Things to do from the Case Designer 19 2011 Pegasystems Inc. Linking Case and Process 20 2011 Pegasystems Inc. One of the Processes (Autoclaim 2) for FNOL; 21 2011 Pegasystems Inc. Users Caseload View 22 2011 Pegasystems Inc. Case Details View: Vehicle Damage Subcase 23 2011 Pegasystems Inc. Summary A case is the work that needs to be done A process is the path it takes during completion Cases exist independent of processes Easy to create and visualize case relationships Easy to re-use case types Use processes as components to be called and re-used as needed A case layer provides a powerful tool for agility Depends on how tightly coupled the work is to its parent case When to user subcases, when to use process components Case designer OOTB portal for viewing and managing cases Design-by-doing for constant innovation Key supporting functionality in Pega Case Management for creating a case layer 24 2011 Pegasystems Inc. J oin the Conversation! Dynamic Case Management Forum http://www.pega.com/forums/dynamic-case-management 25 2011 Pegasystems Inc. Additional resources on the PDN New CM articles now posted View an archive of this presentation (+1 day) Questions or ideas? Email us. 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