By Juergenkress-Oracle on Jun 13, 2013
Today I would like to highlight a nice feature of the newest Oracle
BPM Suite Release. I am very happy that Oracle enriched the Suite with
certain Case Management functionalities that fit into the existing
Service Component Architecture (SCA). In the past month I already had
the chance to play a bit with the beta software. With this post I would
like to share some of my experiences.
Why Case Management?
Business Process Management becomes more and more important. With BPM Suite processes can be modeled, implemented, simulated and executed in a multi-user environment. There are also a lot of different reports available to monitor processes during runtime. We see in our projects, that this kind of automation is especially valuable for processes which are based on routine work. Some examples are “Hiring”, “Order-to-Cash”, “Order Management”, “Travel Request Management” and so on.
However - we also notice quite a high amount of processes, which are too complex and too flexible to model them in BPMN. We call it knowledge-intensive work. Of course if you have a lot of time you might be able to model almost everything but is it a benefit to have processes which are not readable anymore? How fast is your time-to-market? How easy is it to implement process changes? How can you support the job of the knowledge worker? Some typical domains with a high amount of knowledge-intensive work are Insurances, Banks, Healthcare, Civil Services and Government Agencies.
Let me try to explain the need of case management with our RYLC example. RYLC stands for “Rent your legacy car” and it was introduced in a series of articles as an overall solution example. The main target of RYLC was to explain concepts like service categories, loose coupling, canonical data model, service security and much more (see SOA Spezial magazine for details). The graphic below shows the complete End-to-End RYLC process in BPMN notation from receiving the request, selection of the car, checkout of the vehicle, returning it, creation of the invoice and cash clearance. I highlighted the checkin-part of the process, which covers the return of the car. It is based on an asynchronous message exchange pattern - the process execution stops until the checkin is completed or canceled. In this stage several things can happen.
BPMN Example - Rent your legacy car (RYLC)
The happy path of the process would be that everything goes well and the customer returns the car at the date that has been agreed during the reservation. The extension of the rental period can trigger other actions which are necessary to satisfy the customer. In worst-case the customer might have an accident or somebody steals the car. Read the full article here.
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