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Using Enterprise Activity Streams to provide a Case Management solution

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Martin Böhringer
Martin Böhringer

Presentation at the workshop "Business Process Management and Social Software" on our new Enterprise Activity Streams project.

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Emergent Case Management for Ad-hoc ProcessesA Solution Based on Microblogging and Activity Streams Martin BöhringerChemnitz University of TechnologyBusiness Information Systems Research GroupProf. Dr. Peter Gluchowskihttp://tu-chemnitz.de/wirtschaft/wi2http://twitter.com/boehr
AboutmeChemnitz University of TechnologyPhD Student since 2/09Business Information SystemsFocus on Social Software for the Enterprisehttp://upload.wikimedia.org/wikipedia/commons/c/c6/Europe_%28orthographic_projection%29.svg
AgendaAd-hoc Processes(Emergent) Case ManagementPossible Solution: Activity StreamsConclusions
The problem“Knowledge worker productivity is the biggest of the 21st century management challenges.”Peter DruckerWhere is BPM in this picture?
vs.“classic” BPMknowledge workholistic BPMLeft: http://en.wikipedia.org/wiki/File:Final_assembly_3.jpgRight: TheImageGrouphttp://www.flickr.com/photos/theimagegroup/369893824/sizes/m/in/photostream/
CurrentdiscussionsRecently, BPM discusses Case Management as solution for ad-hoc processes
Case ManagementNocommonunderstandingofthetermForrester: „A highly structured, but also collaborative, dynamic, and information-intensive process […]. […] the case folder would include all the documents, data, collaboration artifacts, policies, rules, analytics, and other information needed to process and manage the case”
Towards a FrameworkCase Management rethoughtWhatisthegoal?SupportingtheexecutionoflessstructuredprocessesWho istheuser?MainlyKnowledgeWorkersWhatdoestheirworkconsistof?Knowledge-intensive ActivitiesWhatareartifactsoftheirwork?DocumentsActions in Legacy Information SystemsInformation nuggets, communication
(Emergent) Case Management
Case Management andSocial Software?Suggestion: Social Software toolscouldsupport Case Management functionalityOreven: Social Software toolsalreadyprovidesomekindof Case Management Microblogging anditssuccessor Activity Streams
Example Twitter(Links to) Artifacts(Documentationof) ActivitiesHashtagsas Case Identifiers
ExampleFacebook(Links to) Artifacts(Documentationof) Activities
Relation to Case Management?Annotation tostreamentriesIncluded in thestreamActivity Stream
Example: „extended“ Facebook(Links to) Artifactson mywayto NY tovisit out customer Testcompany.@petercouldyoupleasehave a lookatthedraftofoursalespresenation? You find itat http://intranet/easlink9dsf83a(Documentationof) ActivitiesMartin created a newpresentation.Stefan createdthepresentation „Sales presentationfor Testcompany. http://intranet/easlink2390d6Stefan created a newinvoice.Stefan created an invoiceforcustomer Testcompany for 23,000.00$. http://intranet/easlink23asd9
Example: „extended“ TwitterHashtagsascaseidentifier(Documentationof) Activities
Example: SalesforceChatterBuilt-in casesupport(Documentationof) Activities(Links to) Artifacts
Towards Enterprise Activity StreamsOurgoal: buildandtest an Enterprise Activity Stream systemwithintegratedsupportfor Case Management Currentworkpackages:Extending activitystrea.ms protocolfor Enterprise Activity Streams (started)Building a middlewareforactivityextractionandmanagement (started)Building a frontendfor Case Management based on Enterprise Activity Streams (planned)Test Case Management with Activity Streams in real lifescenarios
ChallengesIntegrate in legacy systems, capture all activities in the enterpriseLots of distributed „activity providers“Privacy and rights managementFront-end design to avoid information overflow
ConclusionsEnterprise activitystreams will be in themarket in 2011SalesforceChatterYammer‘snewversionSocialcastEase (Enterprise Activity Stream Engine)2 optionsfor BPM tobenefit:Case Management Tools include EAS functionalityBPM communityadopts EAS systemsfor Case Management
Thankyou!Martin Böhringerhttp://twitter.com/boehrmartin.boehringer@wirtschaft.tu-chemnitz.de
BPM & Activity StreamsBusiness ProcessManagementOk, wesupport Ad-hoc processeswith Activity Streams. But whereistheManagementpart?Tag analysisandgardeningSetting cultureandrulesSupportingemergingstructuresandspecialneedswithbotsCombining EAS withProcess Models?

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Using Enterprise Activity Streams to provide a Case Management solution

  • 1. Emergent Case Management for Ad-hoc ProcessesA Solution Based on Microblogging and Activity Streams Martin BöhringerChemnitz University of TechnologyBusiness Information Systems Research GroupProf. Dr. Peter Gluchowskihttp://tu-chemnitz.de/wirtschaft/wi2http://twitter.com/boehr
  • 2. AboutmeChemnitz University of TechnologyPhD Student since 2/09Business Information SystemsFocus on Social Software for the Enterprisehttp://upload.wikimedia.org/wikipedia/commons/c/c6/Europe_%28orthographic_projection%29.svg
  • 3. AgendaAd-hoc Processes(Emergent) Case ManagementPossible Solution: Activity StreamsConclusions
  • 4. The problem“Knowledge worker productivity is the biggest of the 21st century management challenges.”Peter DruckerWhere is BPM in this picture?
  • 5. vs.“classic” BPMknowledge workholistic BPMLeft: http://en.wikipedia.org/wiki/File:Final_assembly_3.jpgRight: TheImageGrouphttp://www.flickr.com/photos/theimagegroup/369893824/sizes/m/in/photostream/
  • 6. CurrentdiscussionsRecently, BPM discusses Case Management as solution for ad-hoc processes
  • 7. Case ManagementNocommonunderstandingofthetermForrester: „A highly structured, but also collaborative, dynamic, and information-intensive process […]. […] the case folder would include all the documents, data, collaboration artifacts, policies, rules, analytics, and other information needed to process and manage the case”
  • 8. Towards a FrameworkCase Management rethoughtWhatisthegoal?SupportingtheexecutionoflessstructuredprocessesWho istheuser?MainlyKnowledgeWorkersWhatdoestheirworkconsistof?Knowledge-intensive ActivitiesWhatareartifactsoftheirwork?DocumentsActions in Legacy Information SystemsInformation nuggets, communication
  • 10. Case Management andSocial Software?Suggestion: Social Software toolscouldsupport Case Management functionalityOreven: Social Software toolsalreadyprovidesomekindof Case Management Microblogging anditssuccessor Activity Streams
  • 11. Example Twitter(Links to) Artifacts(Documentationof) ActivitiesHashtagsas Case Identifiers
  • 13. Relation to Case Management?Annotation tostreamentriesIncluded in thestreamActivity Stream
  • 14. Example: „extended“ Facebook(Links to) Artifactson mywayto NY tovisit out customer Testcompany.@petercouldyoupleasehave a lookatthedraftofoursalespresenation? You find itat http://intranet/easlink9dsf83a(Documentationof) ActivitiesMartin created a newpresentation.Stefan createdthepresentation „Sales presentationfor Testcompany. http://intranet/easlink2390d6Stefan created a newinvoice.Stefan created an invoiceforcustomer Testcompany for 23,000.00$. http://intranet/easlink23asd9
  • 17. Towards Enterprise Activity StreamsOurgoal: buildandtest an Enterprise Activity Stream systemwithintegratedsupportfor Case Management Currentworkpackages:Extending activitystrea.ms protocolfor Enterprise Activity Streams (started)Building a middlewareforactivityextractionandmanagement (started)Building a frontendfor Case Management based on Enterprise Activity Streams (planned)Test Case Management with Activity Streams in real lifescenarios
  • 18. ChallengesIntegrate in legacy systems, capture all activities in the enterpriseLots of distributed „activity providers“Privacy and rights managementFront-end design to avoid information overflow
  • 19. ConclusionsEnterprise activitystreams will be in themarket in 2011SalesforceChatterYammer‘snewversionSocialcastEase (Enterprise Activity Stream Engine)2 optionsfor BPM tobenefit:Case Management Tools include EAS functionalityBPM communityadopts EAS systemsfor Case Management
  • 21. BPM & Activity StreamsBusiness ProcessManagementOk, wesupport Ad-hoc processeswith Activity Streams. But whereistheManagementpart?Tag analysisandgardeningSetting cultureandrulesSupportingemergingstructuresandspecialneedswithbotsCombining EAS withProcess Models?