Cost Reduction Through Rapid
Case Management Deployment
Wednesday, March 23, 2016
© 2009 IBM Corporation
We have aligned our offerings and capabilities to
address the full breath of business requirements
BI & PM
Addresses both the
technical and process
dimensions of improving
information usage across
the enterprise. This
includes Corporate
Performance Management,
Operational BI and
Predictive Analytics.
ISAG
We assess client’s current
situation and develop a
clear path forward to
establish information
standards, address the
complexity of information
flows, and build processes
for managing information
quality, consistency,
security.
IAM
The creation, control,
distribution, retention and
final disposition of
information in accordance
with laws, regulations and
leading business practices.
ASD
Our Access, Search and
Content Delivery solutions
enhance worker
productivity with tools and
mechanisms that make
information retrieval
timely, accurate and
relevant.
ECM
Deals with the exponential
growth in unstructured
content. Turns emails,
documents, images, voice
and web content into
meaningful and usable
information.
EDM
Our EDM solutions address
the transformational and
continuous improvement
challenges for improving
data quality, costs,
compliance and sharing
across the enterprise.
For Internal Use Only
© 2008 BearingPoint, Inc.
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Why ECM and BPM ?
Cost
Customer
Improve
efficiency
Deliver improved
customer service
Reduce cost
Increase profits &
performance
Increase
competitive
advantage
Better manage
content lifecycle
Provide faster
turnaround
Risk
Compliance
Manage retention
& records
Mitigate risk
management
Ensure business
continuity
Key Business Drivers
Source: AIIM Global Survey, March 2007, 1200+ respondents
For Internal Use Only
© 2008 BearingPoint, Inc.
3
To Achieve success and deliver value to the
business you need to look at ..
Technology
People
Successful
Delivery to
Add Value
Process
Habit 2 - Begin with the End in Mind
For Internal Use Only
© 2008 BearingPoint, Inc.
4
BPM and ECM Overview
Content
Unstructured Content SCV
Client
Mail
Account
Call Centre
Process
Metrics
Account
eForms
Business Activity Monitoring
Email
Records
Mgmt.
Application
Events
Electronic
For
Internal Use Only
Documents
© 2008 BearingPoint, Inc.
5
Best Practices / Lesson Learnt


People
─
Change management is key
─
Yes, your business people need to be involved
Process
─
Pick a product that matches your full requirements
─
Pick the right scope for first project
– can be vertical or horizontal

Technology
─
Scanning – Distributed V Central
─
Automated Data Capture
─
eForms
─
Core set of ‘Case Management’ functionality is common to nearly all processes
– Buy not build
─
Think of reporting up front – ‘What gets measured – gets done!’
For Internal Use Only
© 2008 BearingPoint, Inc.
6
Our Guiding Principles
• Think big. Develop a true business process strategy and vision with
your organisation that will support your long-term business objectives.
• Start small. Define and prioritise initiatives and carve out meaningful
phases to deliver the highest value in the shortest amount of time. This
builds ongoing support and momentum in your organisation.
• Deliver quickly. Develop and execute the roadmap with short
projects, grouped into phases of no longer than six months. This
methodology allows your organisation to build incrementally toward the
vision, while providing interim benefits to your business.
• Monitor and Measure Success. To continuously improve.
For Internal Use Only
© 2008 BearingPoint, Inc.
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Introduction to the toolset
Wednesday, March 23, 2016
© 2009 IBM Corporation
Explosive Content + Manual Processes
11
© 2009 IBM Corporation
Key Notions in Case Management
• “Case File or Folder” is typically a complex container
or representation of documents, data, activities, state,
business processes, rules, roles, etc.
• “Case management work is collaborative … and
depends more on human decision making and content
than other processes do” – Gartner report of Dec 2008
Process
Collaboration
Content
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© 2009 IBM Corporation
High-level View of Toolset
Preconfigured process
performance metrics for use
with Business Activity Monitor
View work in progress
processes, manage
participants, & modify
associated content.
Real-time process
monitoring dashboard to
display & manage key
performance indicators
Business Activity
Monitor
Process Monitor
Configure case
management & process
applications
RAD Tooling
Business Process
Framework
Agile ECM
Framework
Web 2.0 dynamic content
for contextualcollaboration &
composite application
Design intelligent, high
fidelity XML or pure HTML
forms
eForms Designer
eForms
Intelligent, high fidelity
electronic forms for human
steps in processes
Provide two design modes
for business & IT users
with XPDL support
Process Designer
Process Analyzer
Create BPMN templatebased designs in MS Visio
& import them to Process
Designer
Visio Connector
Process Engine
OLAP-based process analytics & reporting
Process Simulator
Content Engine
Integrated process execution & content
repository for Active Content
Define & run
simulation scenarios
to identify, optimize
processes
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Process Tracker
© 2009 IBM Corporation
Case Management with Business Process Framework (BPF)
Rapid Process Application Configuration
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© 2009 IBM Corporation
How does it work?
Import the
process to
framework
configuration
tool
Configure the application
in configuration tool
Design process in
Process Designer
Deploy
the application
End User experience via browser
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© 2009 IBM Corporation
Case Management in Financial Services & Insurance
Credit Card
applications
processing
Student Loan
Processing
Claims and
underwriting
Banking
Credit Card
dispute resolution
Business Process
Outsourcing
19
Underwriting
Loan
Processing
Financial
Services
Insurance
© 2009 IBM Corporation
Case Management Deployments
25
• Telecommunication Provider
Accounts Payable
• Entertainment Conglomerate
Accounts Payable
• Manufacturer
Accounts Payable
• Video Retailer
Accounts Payable, HR
• US Government Agency
Shared Services Accounting
• Financial Institution
Credit Card Dispute Automation
• Canadian Student Lending Company
Loan Origination
• Healthcare Insurer
Medical Claim Records Processing
• UK Government Insurer
Injury Compensation Claims
• Property & Casualty Insurer
Claims Processing & Underwriting
• US Financial Institution
Loan Servicing
• County Government
Contracts Management
• Canadian Financial Institution
Brokerage Automation
© 2009 IBM Corporation
Thank You
Wednesday, March 23, 2016
© 2009 IBM Corporation