ISIS Papyrus Software

Posts Tagged ‘BPM’

ISIS Papyrus UTA Presented in ACM Workshop at EDOC 2014

In Uncategorized on September 19, 2014 at 3:23 pm

The Adaptive Case Management (ACM) Workshop at EDOC 2014, which took place September 1 in Ulm, Germany, provided a platform for researchers and practitioners to discuss ACM and other non-workflow approaches to BPM.

With a list of top-class participants and an audience even larger than at last year’s EDOC, the ACM Workshop sparked inspiring discussions. Turning ACM into a mainstream topic and how company management paradigms must change first were among the hottest topics.

In his keynote, Keith Swenson envisions ACM going far beyond the IT core systems and enabling emergent processes by bringing in experts and people from different organizations as the current situation demands. For him, bridges across systems, systems thinking, organizational mindsets and terminology are going to become even more important.

In the research sessions, Ph students and their professors outlined their current scientific ACM research topics with focus on ACM guidance for knowledge workers, a solid ACM definition and underlying theory, and knowledge extraction from existing cases, such as the User-Trained Agent (UTA) developed by ISIS Papyrus.

In the practical sessions, three leading companies in the field of business process management (BPM) were invited to give insight into their ACM approaches: Exformatics A/S and Computas showed different aspects such as a flow chart-based guidance and a blackboard metaphor to enrich collaborative ACM Systems.

ISIS Papyrus presented its position paper, “Towards a pattern recognition approach for transferring knowledge in ACM,” and unveiled the full potential of the User-Trained Agent (UTA) in a captivating video. The UTA was widely acknowledged as an important ACM component for enabling knowledge sharing and collaboration between teams.

This year’s ACM Workshop at EDOC emphasized that a paradigm shift must occur in company management: People should be encouraged to work self-responsibly towards goals without being controlled and micro-managed. When you stop looking only at cost efficiency and start focusing on customer satisfaction and effectiveness, ACM paves the way to empower your employees to achieve this goal.

ISIS Papyrus Joins ACM Workshop at EDOC 2014

In event on August 6, 2014 at 12:00 am

The Adaptive Case Management (ACM) Workshop will be held during EDOC 2014 on September 1st, 2014, in Ulm, Germany. Organized by Dr. Ilia Bider of Stockholm University and Keith Swenson of Fujitsu, the workshop brings together researchers and practitioners to discuss theoretical and practical problems and solutions in the area of ACM and other non-workflow approaches to BPM. On the part of ISIS Papyrus Thanh Tran Thi Kim, Christoph Ruhsam, Max J. Pucher, Maximilian Kobler and Jan Mendling will present the position paper “Towards a pattern recognition approach for transferring knowledge in ACM”.

The need for adaptive capabilities for the modern user-interactive enterprise has been repeatedly confirmed by research into how companies organize themselves and by the limitations and shortcomings observed in conventional approaches and tools to manage the business ecosystem. They can be summarized as follows: Business Process Management (BPM) is focused on repetitive processes with strict workflows. The necessary abstractions, however, make it impossible to handle more complex tasks. Pure case management, on the other hand, offers much higher flexibility but fails to give guidance to business users and makes it difficult to enforce compliance with policies and regulations. The inherent simplification of case management solutions will furthermore lead to inaccuracies in the underlying model.

In contrast, Adaptive Case Management provides both flexibility and guidance. It focuses on case information, not on the process. A case gathers all the necessary information required to handle it: These are performers (users/roles participating in the case), data/content, rules and of course processes and tasks. Adaptive Case Management is designed to empower knowledge workers by giving them the power to make autonomous decisions within the constraints of the overall business strategy. The management defines achievable business and process goals and communicates them transparently while business users themselves add tasks to achieve these goals. This leads to a “design-by-doing” approach enabling users to create, modify, and analyze processes on the fly. Adaptive processes, despite lacking a predictable and repeatable progression, nevertheless go from a less ordered to a more ordered state through user action. Decisions taken by business users are furthermore shared by storing them in templates and making them available to other actors within the company as suggested actions.

Adaptive Case Management is well suited for arbitrary document content, collaborative decision-making and a high level of customer interaction. It can be used in every service-oriented and customer-focused operation of a company dealing with complex, event-driven activities from customer claims management and contract management to new accounts, purchase-to-pay, fraud investigations,  and many other applications across a broad range of domains.

ISIS Papyrus Software Named a Leader in Document Output for Customer Communications Management

In analyst report on April 7, 2014 at 7:42 am

Independent research firm cites ISIS Papyrus’ broad vision for DOCCM supporting ECM, CRM, analytics, event processing, and BPM

Enterprise software provider ISIS Papyrus Software announced it has been named a Leader in “The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014”, published January 8.

For the report, Forrester Research, Inc. evaluated 11 document output for customer communications management (DOCCM) vendors across 26 criteria, finding strong differences in document design and composition, business empowerment, use cases, implementation, workflow, and reporting.

In its second time in the DOCCM evaluation, ISIS Papyrus received its Leader positioning based on its scores in Strategy and Current Offering.

“ISIS continues with a broad vision for DOCCM supporting ECM, CRM, analytics, event processing, and BPM, and views CCM as a component of a broader dynamic case management market….ISIS is a leader with a well-balanced product.”The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014

Profiling Papyrus as “an adapti2ve platform with exacting results,” the 2014 Wave report for DOCCM cited ISIS Papyrus for its:

  • Full application lifecycle platform and framework
  • Great flexibility
  • “Framework” solutions to reduce implementation
  • Sweet spot where language complexity and where exact rendering of content is essential
  • Consolidated and common data model across CRM, ECM, DCM and CCM in a core repository

“ISIS Papyrus has provided enterprise document and customer communications solutions since our inception, so we are honored and proud to be recognized in this research as a leader and for our vision in what we believe is a crucial area of business technology,” said Annemarie Pucher, CEO of ISIS Papyrus Software. “The value of the Papyrus Platform is its combination of powerful document customization with multichannel capture and delivery for full-circle customer communications that are tailored for each organization’s needs.”

The Papyrus Business Communications and Process Platform empowers enterprise business users and knowledge workers to optimize and align processes, tasks, communications and documents in service-based organizations.

ISIS Papyrus at Gartner ITxpo 2013 in Barcelona

In event on November 7, 2013 at 6:58 am

ISIS Papyrus exhibits again at the 2013 Gartner Symposium/ITxpo in Barcelona from November 10-14 in booth C 9. This Gartner conference and exhibition features a varied high-level agenda specially tailored to CIOs and senior IT leaders who gain insights into industry-specific solutions as well as new strategic approaches.

ISIS Papyrus will showcase its award-winning Papyrus Platform for fully integrated inbound and outbound customer communications, document management and adaptive process management.  Papyrus ADAPTIVE CASE MANAGEMENT consolidates ECM, BPM and CRM in one solution and provides an enterprise-wide and holistic single customer view.  Business users gain flexibility and control using Papyrus standard software as a CUSTOMER ENGAGEMENT PLATFORM applying ATTRACT, ACQUIRE, CARE, RETAIN and MANAGE initiatives:

  • Attract NEW Customers – Marketing with Personalized Campaigns
  • Acquire – Optimizing the entire Sales and Contract Lifecycle
  • Care – High-Performance Customer Service
  • Retain – Proactive Back Office Operations
  • Manage – Corporate Management Dashboard

BUSINESS APPLICATIONS powered by Papyrus:

  • Adaptive Case Management (ACM)
  • Contract Creation & Management
  • Claims Processing
  • Loan/Mortgage Operations
  • Account Opening
  • Purchase & Payment Processing
  • Project Management
  • Inbound Mail Processing
  • Bi-directional Business Correspondence

KEY FEATURES

  • 360° communication hub
  • Adaptive BPM – real-time, event-based
  • Collaborative case management
  • Closed-loop business communication
  • Integrated Security/Auditing/LDAP
  • Data Capture: scan, extract, process
  • Adapters – loosely coupling data
  • Portal, Desktop, Mobile
  • Social, SharePoint, SAP

June 26th – Webinar on Delivering Effective Customer Experiences

In event on June 19, 2012 at 6:31 am

On June 26th, 2012 ISIS Papyrus proudly presents a free webinar on how to achieve tangible business outcomes by creating effective customer experiences. Under the title ‘Standing Out From The Crowd – Engaging The Business To Deliver Compelling Customer Experiences’ two top experts will discuss the application of Adaptive Case Management (ACM), which promises to be an an outstanding experience in itself.

Max J. Pucher, CTO of ISIS Papyrus and co-author of what can be called the ‘Bible of ACM’, will be joined by internationally renowned BPM expert Derek Miers from Forrester to discuss a range of interesting topics that show how business users can create mission critical processes that link people, information, and applications across geographically distributed, organizational functions and how empowered process owners can fulfill strategic business goals.

The key lies in a Business Architecture (BA), whose main goal – as a subset of Enterprise Architecture – it is to enable the business to improve customer service quality through better transparency, flexibility and adaptability of business operations. Papyrus Adaptive Case Management delivers the necessary flexibility and adaptability. It allows organizations to model their core capabilities, to define goals, targets and strategic objectives and gives management the tools to measure and assess outcomes in real time.

Process Mining with Papyrus

In benefits on March 13, 2012 at 4:58 am

Process mining is an IT concept that has gained some momentum and attention recently though it lacks a generally-agreed definition and is open to what any vendor claims it to be. Therefore it is useful to look under the hood of such concepts and to ask what is the real value it can bring to a business.

While the idea of analyzing people interaction is a valuable concept in itself, process mining often only tries to improve the shortcomings of conventional BPM (rigid processes, lack of user empowerment and agility, absence of goal orientation and focus on outcome etc.). Using the same flow-charted paradigm like the underlying system these efforts are similarly doomed to fail and aren’t capable of reaping the potential benefits in a real-world business setting. Therefore most process mining initiatives are nothing more than a declaration of intentions and good will without adequate technology and tangible results.

By contrast, the ISIS Papyrus Platform has made patented technology readily available for a couple of years now. For the purpose of process mining based on the principles of human decision-making and social business collaboration the Papyrus User-Trained Agent (UTA) performs pattern recognition on the data objects and their relationships across the complete state space of a business case each time an action is performed by an actor role. The UTA analyzes what elements of the pattern are relevant for its subsequent repeated actions. This includes information about previously executed steps and their results. The UTA thus provides the business user with the power to train the progression of a workflow, which dramatically reduces the time and effort to analyze and encode workflows and rules and yields the related benefits immediately.

Mobile and Social Impacts on Enterprise IT

In markets on February 13, 2012 at 7:57 am

As mobile devices and social interactions become more and more ubiquitous businesses are slowly starting to see the impact. Companies must respond by making it easy for people–employees and customers–to stay in touch on any device and from any location while ensuring access to the same enterprise tools and customer communications. This requires a major shift in the perception of enterprise IT.

Until recently enterprises understood business transformation as implementing packaged applications such as ERP, CRM, and the like, to tackle certain business problems. But instead of mitigating problems the resulting information silos aggravated them because software has been regarded more like a commodity to run the business than a truly differentiating factor. In this quagmire BPM is viewed as a way out of the silo issues but in its conventional flow-charted flavor it only adds additional bureaucratic overhead and nothing to improve the customer experience and totally fails in connecting all the business communications with the relevant data in a transparent way for internal collaboration and to bridge the customer interaction gap.

The driver for business transformation will have to be a business process perspective that uses capabilities, value streams and their customer outcomes as target definitions. The resulting Business Architecture will have to cater for all social and mobile touchpoints and empower business stakeholders as well as performers to create, execute, evaluate, and adapt processes at their own discretion, while driving towards defined outcomes, process goals and business targets.

The underlying problem of social media interactions is that they lack business context and goals. Therefore the Papyrus Platform from ISIS Papyrus handles social interactions device-independent as elements of a case to provide a consolidated view of all customer-related data and content. While at the same time doing away with artificially created fragmentation the Papyrus Platform offers a holistic approach to integrated business communication and collaborative capabilities and enables business users to create their own processes for an enhanced customer experience and for creating tangible outcomes.

Focus on Customer Outcomes for Long-term Profitability

In markets on January 17, 2012 at 2:42 am

Firms competing in mature markets usually apply two broad strategies to secure growth and profitability. The first strategy centers around aggressive pricing. This strategy is particularly tempting in downturns or to force competitors out of the market. But overall, it is a shortsighted strategy and hurts long-term profitability despite apparent initial success in terms of growth. The cut in margins is usually the start of a downward spiral followed soon by some cost cutting in its various forms, which is the ultimate goal of most Business Process Management (BPM) projects and the only justification for oversimplifying customer-facing processes with flowcharts. The result is poorer service and product quality, the outsourcing or even complete elimination of services with all its dire consequences but without bringing back margins to sound levels.

The other strategy is about focusing on customer outcomes. This requires a shift from the notion of products and services as a commodity to that of shaping the perception of the customer in terms of value received. In this setting the customer judges about the successful outcome of a business process instead of a bureaucratic system. In most cases this is a substantial differentiator from the competition. However easy it sounds this shift is not something that can be achieved overnight and it is certainly no one-off procedure.

Starting with the focus on customer outcomes requires goal-orientation, transparency and empowerment in process planning and execution. It considers knowledge and an organization’s adaptive capabilities to put it into action for accommodating different customer preferences. Giving participants the means to create a value perception interactively instead of mere exception handling along a sequence of predefined steps builds the cornerstones of long-term customer relationships which result in increased loyalty and revenue.

ACM Benefits – The User Perspective

In benefits, solution on November 25, 2011 at 4:41 am

Every technology is just as good as it helps us to do away with confusion and complication while we pursue complex activities in a complex world. While thoughtfulness of concept, sophistication of design and general public appeal all play an important role, the final judgment of this accomplishment lies with the users of technology and the benefits they get from it. Therefore this article is dedicated to the users of the ISIS Papyrus ACM Platform and their unique perspective.

Andrew M., Senior Project Manager, international financial institution:
“A process needs no longer to be designed but it can be captured immediately during execution. Thus we avoid a lengthy analysis phase, the problems with a lack of subject-matter expertise and the bureaucratic overhead of deploying, maintaining and changing the underlying model. The whole concept took some time to go down with the ‘old guard’ but now that we are seeing the first results in terms of business and customer value the initial resistance has completely crumbled and we couldn’t be happier with our choice.”

Paul S., Director of Services, large retail bank:
“You simply can’t compare it to any other word processor or document management system we had before. The ease-of-use for creating and changing a template with simple building blocks is amazing. After that you can add data with forms by mere drag&drop from the library. Everything gets just where you want it to have and it remains there. Users can then make any additional changes they prefer but they cannot meddle with the original design, which saves a lot of time compared to what we were used to. And a lot of nerves, too!”

George A., Senior QA Manager, direct-marketing company:
“Using the widgets is so easy that it costs a laugh to build a complete document from scratch.”

Vicky H., Claims Processor, specialized insurance firm:
“When I work through a claim it is rarely straightforward because each customer has its own way of submitting documents and files through various channels. There are however similar patterns that you recognize over time. Therefore it is so great that I can add tasks to the process whenever I need to without asking an admin, which saves a lot of time both for me and the customer. Better still, when a certain pattern reoccurs I’m presented with previous changes I made and don’t have to do it all over again. Sometimes it just seems too good to be true!”

Mary P., Director of Marketing, international insurance firm:
“Our customer reps now feel empowered to engage in interactive communications with customers that deliver tangible outcomes. The adaptive approach has energized each one of them.”

Learn more about the benefits customers gained from ISIS Papyrus Solutions and the value of customer outcomes.

From Standardization to Value Perception

In general on October 19, 2011 at 7:24 am

Standardization and uniformity have long been hailed as hallmark in business operations and process management. But all standardization and uniformity gets to a point where every organization is doing basically the same and none has a competitive edge. Moreover, standardization is the counterpoint to innovation and agility and creates a risk-averse bureaucratic machinery where every disturbance of the routine is sought to be evaded at all cost. Decision-making and planning are by and large delegated to an anonymous system fed with all kinds of data of limited validity and doubtful relevance. The output doesn’t matter much if it doesn’t interfere with the dullness of general affairs. This situation is known as innovation gridlock, where an exceedingly complex system finds its justification in cumbersome maintenance and binding resources that are painfully missing elsewhere

However, good business decisions are always taken by experienced people who use intuition to combine relevant data in business context. These are the Leverage Points where people skill has a relevant effect on a customer outcome. What is therefore necessary is to identify technology that is apt for new requirements apart from standardization and uniformity, lends itself to the increasing speed of change and considers the fact that people and organizations working through human interactions and emergent processes cannot be modeled to factory floor concepts where lots of unskilled or semi-skilled workers are expected to do the same repetitive tasks over and over again.

With the help of a Business Architecture including strategy, capabilities, relationships, business entities, and processes such technology should enable the business to improve customer service quality through transparency, flexibility and adaptability of business operations. This in turn requires that the interaction is driven by users and not by some predefined process. The process must only provide guidance, collaborative information sharing and free-flow execution between many possible service and resolution tasks. This cannot be performed even by the most dynamic and ad-hoc BPM solutions but only by an adaptive process environment that empowers the actor to take any action and includes any resource (man or machine) to resolve a given problem in terms of providing value perceived by the customer.