ISIS Papyrus Software

Posts Tagged ‘Adaptive Case Management’

ISIS Papyrus at Gartner Symposium/ITxpo 2011

In event on October 4, 2011 at 12:24 am

ISIS Papyrus features prominently among the exhibitors of the 2011 Gartner Symposium/ITxpo which is held in Orlando, FL, from October 16-20. The event has a rich agenda which makes attendance worthwhile for CIOs and senior IT leaders.

There is a wide variety of topics covered with programs and tracks specifically designed to gain insights in industry -specific solutions as well as strategic approaches defined by IT role.

ISIS Papyrus will showcase its Papyrus Platform for Adaptive Case Management (ACM) which combines inbound and outbound content with analytics, event processing and the relevant contextual business processes in a shared case folder with different views based on case status and user. Event attendees will be able to learn how they can use the solutions from ISIS Papyrus to share some of the following benefits with over 2,000 major organizations worldwide:

  • Holistic customer view for end-to-end case management
  • Shorter development-cycles by out-of-box seamless integration, WYSIWYG and content management
  • Reduced time-to-market by empowering business and marketing users to control their processes, content and templates
  • Simplified compliance by process-embedded regulation and audit control
  • Increased customer retention and loyalty through a unified customer view for inbound and outbound communications
  • Empowerment and management of collaborative work and efficient workflows
  • Enabling of flexible, accountable and holistic knowledge-based activity
  • Process adaptation to make effective customer outcomes
  • Expanded access to the knowledge worker’s expertise and experience.

See the following video for a presentation of the powerful capabilities and some notable customer installations by ISIS Papyrus CEO Annemarie Pucher:

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Sequel to Groundbreaking ACM Book

In general on September 28, 2011 at 8:17 am

When almost a year ago “Mastering the Unpredictable” came out it was the first comprehensive work dealing with the foundations of Adaptive Case Management. To this day it is unrivaled and still the most authoritative source on the topic.

Now there is a sequel to this book presenting real-world applications of adaptive approaches to business process management, called “Taming the Unpredictable”. ISIS Papyrus Founder and Chief Architect Max J. Pucher features again as co-author and has contributed his insightful “Considerations for Implementing Adaptive Case Management”. In this highly informative article Mr. Pucher discusses the scientific findings that show the obsolescence of flowcharted business process models. At the same time he reveals how businesses can use technology to drive innovation and create effective customer outcomes.

Mr. Pucher emphasizes again his firm commitment for placing human aspects over simplified cost optimization in process management and strongly advocates empowerment and intrinsic motivation for the improvement of cost/quality ratios. These principles are also reflected in his practical achievements as Chief Architect and mastermind behind the innovative Papyrus Platform.  He designed the core technology with a business architecture repository, distributed object-oriented transaction engine, and embedded object-relational database. He holds several software patents in the area of artificial intelligence for the so-called user-trained agent, a machine learning component for auto-discovery of process knowledge.

Pragmatics of Business Management

In general on January 19, 2011 at 11:20 am

With the dynamic development of business environments and the emergence of new technologies many organizations feel a pressure to align both or face a competitive disadvantage. Or do they? While many technologies are sold under the premise to save cost and provide smooth sailing through the rough waters of economic turmoil they touch only lightly on the first of two fundamental questions of business management:

  1. Are we doing the right things?
  2. Are we doing things right?

These two questions cannot be separated and don’t revolve around the installation of a particular software or system with more or less of this or another flavor. These are pragmatic questions that determine the make or fail of the business, while the choice of ACM over BPM or the other way round is rather abstract in comparison and remains so until a technology can thoroughly answer both of these questions.

Doing the right things right starts essentially with transparency from the top down. Executives first need to make their strategy, directors their targets and managers (process owners) their goals transparent to those who execute. Such a consolidated view allows to look at the things the business is doing to discuss if they are being done right.

Information about how things are going makes only sense in real time. There is little benefit from hindsight about what went wrong and why. Real-time information again only makes sense when people with the proper know-how are empowered to prevent things from going wrong by taking action. Empowering the right people to do the right things right addresses all fundamental questions of business management.  However, empowerment is not about using Twitter, YouTube and iPhone apps but about authority, goals and means.

To know if the business is doing right things right for a certain outcome needs immediate feedback from the customer. Does that mean that the customer ought to be real-time connected to the customer-focused processes of your business? Yes, that is exactly what focused means.

At this point Adaptive Case Management from ISIS Papyrus comes into play. It is essentially empowerment technology that puts the customers and actors in the driver seat. No amount of social networking will improve flow-charted processes before, during, or after things went wrong. ACM allows the business to empower selectively and securely all the people that do things and those for whom things are being done. ACM is about communication and process as ONE! ACM leaves the automation of the low-value, highly repetitive administration tasks to BPM but it provides the platform for the high-value, unique and skill or knowledge intensive customer service processes. That is where customer loyalty and business value is being created and maintained. Moreover, ACM interconnects the management layers and enables continuous  innovation and optimization without ANY bureaucratic governance overhead. Reorganizing a business could become an exercise that executives and directors can perform by rearranging tactical targets from the information workplace on their iPad.

Adaptive Case Management for User Empowerment

In benefits, general on May 11, 2010 at 2:11 am

Many organizations these days strive to cut the costs of their IT operations while maintaining their customer service quality. This may seem hard to achieve at first sight but the solution is to shift the control of business-relevant processes from IT to business users without giving up the integrity of the core systems.

This is a key idea behind the concept of the Adaptive Case Management concept from ISIS Papyrus which empowers expert business users. In fact they are enabled to adapt processes as necessary with complete independence of the underlying application logic. This allows them to fulfill strategic business goals without relying on a rigid and complex custom-coded IT infrastructure.

The approach behind this is not to restrict business users in their execution but to guide them collaboratively by process definitions, monitored by business rules and measured by goal fulfillment without the need for integrating different product fragments of one or multiple software vendors. Papyrus provides seamless consolidation of freely-definable processes, rules, GUI, forms, and inbound and outbound content objects.

Background of Adaptive Case Management

In value proposition on March 30, 2010 at 2:09 am

Business Process Management (BPM) has come to be viewed from several angles. The overwhelming force of IT and technology has led to the notion that BPM is merely a tool for automatic processing where human interaction is to be avoided at all cost and is at best regarded as a necessary evil. But the complexity of the underlying rigidity of this approach has by far outgrown its benefits. The processes set up on hard-coded models after lengthy upfront analysis have proven to be inadequate for real-world business cases and the inherent dependencies have proven prone to quick adaptation and smooth maintenance.

Yet initially business processes have been all about human activity and completely separate from technology. A business process is simply a sequence of activities followed by individuals in a business to achieve some business goal. This sort of business processes has been around as long as businesses have existed and long before computers or information technology were invented. The fundamental problem now is that most IT models are based on well-defined goals in rather static work settings. In reality, most business users have to deal with ill-defined problems and dynamic, if not to say, chaotic environments. They often have to improvise and to cope with shifting conditions and need to learn about the goals while going through the process.

Therefore it appears logical to shift process ownership back from IT to business to add true business value. Again, the approaches are manifold and the existing terminology adds more to confusion than to clarification. With this in mind the term “Adaptive Case Management” has been coined as a starting point for discussions about concepts of self-learning systems that can adapt to user input in real time. Some initial considerations can be found here and here. There will also be an exciting opportunity to hear more about “Adaptive Process and Empowerment” at this year’s ISIS Papyrus Open House and User Conference, where Chief Architect Max J. Pucher will elaborate more on this topic in one of his famously pronounced addresses.