Oracle Case Management Solutions

Organizations increasingly need to deal with unstructured processes that traditional business process management (BPM) suites are not designed to deal with. High-risk, yet high-value, loan origination or credit approvals, police investigations, and healthcare patient treatment are just a few examples of areas where a level of uncertainty makes outcome and execution of work flow non-deterministic.Case management is a way to govern and control these unstructured processes and non-deterministic outcomes. Oracle recently completed its BPM technology stack with broad case management functionality and is now able to deliver case management capabilities in a variety of flavors that combine packaged applications and middleware technology.Oracle Case Management Solutions is the first book to translate case management from a business problem perspective into appropriate Oracle product usage. Covering the key Oracle technologies that support case management solution components, it explains how to conceptualize and implement quality case management solutions with these products.The team of authors consists of leading industry consultants engaged in providing case management solutions as well as veteran software product management professionals dealing with tools for building case management applications. The authors share insights gained through their extensive case management experience in terms of its use in solving real-world business problems and in applying technologies to create efficient fit-for-purpose computer applications that embody modern computing trends.Detailing a proven solution architecture and reliable roadmap for case management implementation and adoption, the book includes tutorials with step-by-step instructions on building case management solutions using Oracle Siebel and Oracle BPM suites.

SECTION I: CASE MANAGEMENTBasics of Case ManagementUnexpected Surprises (or Shocks)Handling of Credit Card Rewards DisputesCase Management: BasicsCreating Case Management SolutionsACM and Business AgilitySummaryAdaptive Case Management (ACM)-Related TopicsAdaptive Systems and ACMDynamic, Production and Adaptive Case Management (DCM, PCM, and ACM)Process Management and Case Management: Friends or Foes?Adoption of Case Management: Capability Maturity ConsiderationsMaking the Business Case for Case ManagementSummarySECTION II: CASE MANAGEMENT SOLUTION FRAMEWORKCase Management Functional DesignIntroductionPrinciples for the Solution Design ComponentsDesign ComponentsDesign TemplateConclusionCase Management ClassificationsIntroductionForrester Case Management ClassificationsCommon Principles for the ClassificationsService Request ClassificationIncident Management Case ClassificationInvestigative Case ClassificationConclusionDetermine Solution MappingIntroductionTechniques Used to Determine the Impact of Functionality onto the IT LandscapePerform a Functional Decomposition Using CORA Application LayersDetermine Required Technology CapabilitiesDecide What Technologies to UseConclusionConcluding Remarks: How to Use the Case Management Solution FrameworkSection III: ORACLE TECHNOLOGYOracle BPM/ACMIntroductionOracle BPM/ACM/SOA Suite OverviewOracle BPM/ACM Usage CharacteristicsCase Management Lifecycle Functionality with Oracle BPM/ACMCase Management Interaction Functionality with Oracle SOA SuiteCase Management Information Functionality with Oracle BPM/ACM/ SOA SuiteCross-Functional Case Management CapabilitiesConclusionSiebelIntroductionOracle Siebel OverviewOracle Siebel Usage CharacteristicsCase Management Information Functionality with Oracle SiebelCase Management Life Cycle Functionality with Oracle SiebelCase Management Interaction Functionality with Oracle SiebelCross-Functional Case Management CapabilitiesConclusionOracle Service CloudIntroductionOracle Service Cloud OverviewOracle Service Cloud Usage CharacteristicsCase Management Interaction Functionality with Oracle Service CloudCase Management Information Functionality with the Oracle Service CloudCase Management Life Cycle Functionality with Oracle Service CloudCross-Functional Case Management CapabilitiesConclusionIntelligence in Relation to the Case ExecutionIntroductionCase Intelligence DesignOracle Intelligence ProductsSummaryConcluding RemarksSECTION IV: CASE MANAGEMENT EXAMPLESMortgage Request HandlingIntroductionReading GuideMortgage Request and Business ChallengesDeriving a Solution Based upon the Case Management Solution FrameworkConclusionCitizen Services in the Public SectorIntroductionReading GuideWelfare Request and Business ChallengesDeriving a Solution Based upon the Case Management Solution FrameworkFrom Crime to CourtIntroductionReading GuidePolice Investigation and Business Challenges Solution Design AspectsConclusionEnd-to-End Insurance Claim ManagementIntroductionReading GuideInsurance Claims and ChallengesDeriving a Solution Based upon the Case Management Solution FrameworkConclusionCase Management Examples: Concluding RemarksSECTION V: TUTORIALOracle BPM/ACM TutorialIntroductionCredit Card Charge Dispute: Use CaseInstallation and Tutorial FilesKey Elements of Oracle Adaptive Case ManagementImplement the Case with Oracle ACMDeploy and TestSummaryAppendixSiebel TutorialIntroductionSiebel Implementation ApproachUsing the Police Investigation ApplicationConclusionConcluding RemarksAppendixIndex

Léon Smiers works as a Solution Architect for Capgemini, The Netherlands in the area of Oracle Technology and Architecture, where he is one of the leading Oracle specialists. He has done a lot of work and research in the field of integration and new technologies, like RFID, SOA, EDA, BPM, and case management, on which he wrote articles and presented at international conferences. Currently Léon is setting up Solution Architectures for large Oracle based projects and is the Oracle BPM Thought leader for Capgemini. Based on his close cooperation with Oracle development and product management, Léon was awarded the Oracle ACE title in 2010.Léon is co-inventor of the Common Reference Architecture mode or CORA model, which helps in getting control over the IT landscape in a Hybrid environment and delivers a predictable, repeatable, and risk-aware solution design (http://www.coramodel.com). Manas Deb is a senior director in the Fusion Middleware/SOA and BPM Suite product group at Oracle HQ. He he has been leading outbound product management globally and his current focus is on strategic customer engagements. Manas has worked in the software industry for over 20 years, most of which was spent in product development and management, and on architecting and leading many enterprise-level application development and business integration projects in a variety of industries. Manas attended post-graduate studies at the University of Texas at Austin. He has a PhD in Computer Science and Applied Mathematics, as well as an MBA.Prasen Palvankar is a director of Product Management at Oracle and currently leads product management of Case Management, Business Activity Monitoring, and Oracle Business Rules products in the Oracle BPM Suite product family. Prasen has more than 20 years of work experience in all aspects of software application development, including consulting, solution and enterprise architecture, business integration, process management, and advanced training development and delivery.Joop Koster is an experienced Oracle Solution Architect, CRM, and Front-Office Consultant. He has 15 years of IT Consulting experience and more than 10 years of management experience in the Printing Industry. He is familiar with Front-Office, Contact Center, Multi-Channel customer interaction, and CRM technologies. He has broad experience in marketing, sales, and services processes and technologies and has worked in both B2B and B2C environments.