ISIS Papyrus Software

Posts Tagged ‘empowerment’

New Book On Adaptive Case Management

In markets on April 15, 2010 at 7:38 am

Under the title “Mastering the Unpredictable” a recently published book deals with the aspects of how IT can support knowledge work, or unstructured processes, in typical modern workplace settings. For this purpose the book describes how case management is to be seen apart from conventional notions of business process management.

Max J. Pucher, Chief Architect of ISIS Papyrus, has contributed to this landmark publication with a chapter called “The Elements of Adaptive Case Management”. At the center of his considerations lies the fact that many current implementations of process and case management solutions are at odds with modern management concepts. While that applies to all workers, it is especially relevant for highly skilled knowledge workers. Motivation is achieved by empowering people to be valuable team members rather than through command-and-control-oriented process implementations. Adaptive case management sits at the center of gravity for process, content, and customer relationship management and therefore plays a key role for effective execution toward business goals.

While ACM is about bringing the benefits of adaptability to existing knowledge workers, Mr Pucher proposes to expand that into “Adaptive Process” that combined with an empowerment management paradigm turns more production workers into knowledge workers rather than just automating the production workers’ work. Adaptive process technology exposes structured (business data) and unstructured (content) information to the members of structured (business) and unstructured (social) organizations to securely execute—and continuously adapt with knowledge interactively gathered during execution—structured (process) and unstructured (case) work in a transparent and auditable manner.

More about this interesting topic can be heard at the 2010 ISIS Papyrus Open House and User Conference in Vienna, Southlake, TX, and Kingsclere, UK, where Max J. Pucher will talk about “Adaptive Process and Empowerment” in his keynote address.


Speeding Claims to Closure with Papyrus

In benefits on April 2, 2010 at 3:00 am

The primary benefits of the Papyrus Platform are gained from empowering business users to serve customers as individuals while conforming to business rules and process requirements. In a recently implemented insurance claims handling application one business user described the improvements this way:

“To handle an insurance claim is not a simple straight line from start to finish. It involves various documents, communication with the customer, the claim assessment, contract data, and many others. We have all of those data and incoming documents in business applications since a number of years but I had to access multiple systems, write letters and emails and keep track of deadlines in my calender. Collaborating with colleagues and partners was not supported in any way.”

“In recent years there have been discussions to create predefined business process templates but those efforts failed because of the complexity of claims handling.”

“With the claims handling case management created in Papyrus I have the best of all worlds. I have access to all the contract data and documents in existing systems, as well as my emails, outgoing documents, claims handling rules, calender dates, collaboration with others are all in one place. There is no rigid process I have to follow, but the system guides me to complete certain activities and checks for completeness of all data and documents. I can collaborate with anyone including dynamic assignment of work items. Papyrus keeps a complete track of all communication threads, emails, notes and memorandums. All outgoing documents are stored as templates that automatically pull in the necessary business data from our insurance system. That is completely transparent to me and I do not have to know how this works.”

“If I have the need for more functionality, I can create new text elements for my documents at any time and have them verified by the responsible department. My letters are countersigned by the department head before they are sent to the customer by either letter, fax or email. Before I had to type the letter in MS-Word and print it myself. Other documents were done in two different insurance applications. Now they are all in one place!”

“The administrator of our department can add new case handling rules, create new data entry forms, new work activities and assign them to our library when we need them. My workplace look and feel I can define myself without needing anyone from the IT department.”

One of the most effective features is the global INBOX that I use to manage all my work. All reminders from the insurance system, my emails, requests from colleagues, calender events, and the outstanding activities of the claims handling are in one place only.

“The case management application we created with Papyrus saves me a substantial amount if time and I can service our customers substantially faster. Most of all there is much less danger of necessary activities being missed or delayed.”

Trained Processes For Dynamic Business Requirements

In product on October 6, 2009 at 1:43 am

Conventional 2D flowchart modeling of business processes is characterized by its rigidity and lack of flexibility to adapt to changes in the business environment. With today’s dynamically evolving business requirements the maintenance of hardcoded applications is a severe limitation for business users to perform their tasks for achieving particular business goals.

ISIS Papyrus recognized this limitation when it developed the User-Trained Agent, or UTA as part of the Papyrus Platform. The patented UTA is able to learn from the actions of users based on their business roles and to later perform them automatically. This shortens enormously the time to create workflows and discards completely any additional programming and complex interfaces. If a workflow requires changes it is equally easy to retrain the UTA with a few examples instead of rewriting vast amounts of code lines. For actions that are not subject to automation like modifying or generating a letter the UTA presents a quick-start button regarding the pending activity to the user, who will then click the button to perform the appropriate action.

Integrated authorization ensures that only authorized users can create or modify activities or business rules and that these rules can only be performed within the authorization scope of the user. As a result the UTA empowers business users to adapt their workflows gradually to changing conditions and to accomplish strategic business goals without the intervention of IT.

ISIS Shows Innovations in Paris

In event on August 18, 2009 at 7:55 am

In a series of events during the coming fall ISIS Papyrus will show its innovative costumer communication and process management solutions at the Forum des Acteurs du Numérique (FAN – Forum of Digital Actors) in the French capital Paris on September 29-30.

Among the featured products and solutions will be Papyrus EYE, which empowers business users with a Web-enabled, centrally managed GUI offering the same layout and functionality as desktop applications without additional coding. Papyrus EYE is a unified RIA (Rich Internet Application) platform for all kind of applications that cover capture (scan, verify, manual correction, manual classification), document output management (interactive documents, web-to-print, campaign management and on-demand) and document management, as well as archiving, records management, case management, Automated Document Factory and management information.

Other highlights will include the unique ISIS Papyrus Business Architecture that provides seamless consolidation of freely-definable processes, rules, GUI, forms, and inbound and outbound content objects. This concept provides for transparent process optimization by user adaptation, linking people, information, and applications across geographically distributed, organizational functions and allowing business users to fulfill the strategic goals of the enterprise.

Empowering the Business

In general, system management on August 6, 2009 at 8:29 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 Business Architecture 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.