2073: Using Event Processing to Dynamically Adjust Human-centric Business Processes Smarter BPM...

2073: Using Event Processing to Dynamically Adjust Human-centric Business ProcessesSmarter BPM using WebSphere Lombardi Edition and WebSphere Business Events

Frank Chisholm Executive Solutions Program Manager - Business Event Processing

Jared Michalec WW WebSphere Technical Sales Leader

The Current BPM Landscape

WebSphere Business Events Overview

(Complex) Event-Driven BPM

WLE + WBE

Architecture and Value Proposition

Demonstration

Summary and Questions

Agenda

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ExecutiveManagement

CustomerService

Risk ManagementTeams

Finance and Ops

AccountAdministration

1. Informal Tasks and Communication (ex Paper or email)

2. Inefficient Working Environment Spans Systems

3. Inconsistent Prioritization and Decision Making

4. Incomplete or Inaccurate Data Flow Between Systems

5. Lack of Cross Process or Process Instance Insight

6. Lack of Insight into Exceptions

7. Unacceptable latency in detecting patterns of activity requiring timely response

Customer Problems:

• Cannot Grow Efficiently

• Poor Customer Satisfaction

• Limited Visibility

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Speed of Business Requires More Responsive Process Automation with Situational Awareness

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Barriers to More Responsive Process Automation with Situational Awareness

Traditional Approaches

TribalKnowledge

Documentsand Spreadsheets

Technical Implementation Tools

Focus only on point problems

Applications predetermine business processes

Inflexible – they do what they do

High cost of customization

Long deployments

No consistency

No auditability

No optimization

No automation

Over-reliance on a few “gurus”

Many of the same challenges as applications

Tooling too hard to use for all process stakeholders

Result in brittle, expensive applications

Often used for “stand alone” projects

Documentation does not = process improvement

No enforcement of how process actually runs

Typically leads to “tribal knowledge” scenario

MonolithicApplications

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ExecutiveManagement

CustomerService

Risk ManagementTeams

Financeand Ops

Account Administration

PROCESS

1. Automate workflow & business event processing

2. Monitor for patterns of activity and initiate actions at the right time

3. Real-time visibility and process control

4. Reduce errors and improve consistency

5. Leverage existing systems and data

6. Standardize response enterprise wide

Customer Benefits:

• Improve responsiveness to actionable business situations

• Huge Reduction in Manual Work, Errors

• Easier to Manage the Business

Process Automaton & Business Event Processing Enable More Responsive Processes with Situational Awareness

RULES

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WLE + WBE


Demonstration


Agenda

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…a Business Event?

Any electronic signal (message) indicating a change in the state of the business has occurred

…Business Event Processing?

The ability to sense when an event or event pattern has occurred (or not occurred) – indicating an actionable business situation – and to coordinate the right response (action) at the right time.

What is…

A PIN is changed

A call to the help desk

A New Location is Detected

!Sales

Follow-upCorrelation

Multiple Product Inquiries

A sale is made

“Events… pass silently back and forth… as unrelated pieces of communication. They are a source of great power, for when they are correlated, they yield a wealth of information.”

-Dr. David Luckham, Professor Emeritus, Stanford University

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Cross-Sell/Up-Sell: Abandoned shopping carts present a sizeable opportunity to online retailers.

Mitigate Risk

Fraud Detection: Financial institutions require constant monitoring for suspicious patterns of diverse activities and the ability to continually and quickly adjust for interesting patterns.

Increase Sales

Successful Companies Sense and Respond to Opportunities and Risks

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Complex Event Processing

Business User Interface

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WebSphere Business Events

The Convergence of Power and Ease of Use

WebSphere Business Events: Empowering the Business User

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Empowered Business User

Business Services

Web Services

Business Processes

Applications

External Event

Sources

Alerts/KPIs

BPM

Event Sources

More Than 15Visits in 1 Year

Large Purchase

Turbulent, Disparate,Non-Deterministic, Un-sequenced Events

Capture

5th Purchase in 3 months

Same/Similar Product Line

Long Time Customer Cash

Transaction

“Offer reduced rate Credit Card"

Automated Action “Offer Customer Loyalty Discount"

WebSphere Business Events Correlation of business events from any source, over any time frame

WBE RuntimeEvaluations Correlations

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Mitigate Risk and Identify Opportunities

Faster Time to Value

Greater Agility

Through earlier and more intelligent insight

Real-time Discovery and Response to Actionable Situations

Reduced time to Implement Sense and Response Process

WebSphere Business Events – Key Benefits

Sense and Respond to Actionable Situations at the Right Time

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WLE + WBE


Demonstration


Agenda

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How to Make Process Automation Smarter, Simpler, Faster

Rule Developers

Process Developers

BusinessSubject Matter Experts

Policy Managers &Analysts

Operational Managers

RapidDevelopmentTools

CollaborativeDiscovery Tools

Intelligent User Interfaces

Process Owners &Analysts

Process . . .

Process Mgmt / Analysis Tools

Business Event Processing Tools

Real-timeVisibility / Control

ITGovernance

Business event

Business event

Business Event

. . .

Process

Smarter.Intelligent user interfaces and rule-driven business event management.

End Users

Simpler.Graphical, business-friendly tools allow everyone to participate easily.

Faster.Rapid build, reuse, analysis, and change - with strong governance.

Application

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Flexibility, Scalability of a Two-Pronged ApproachCritical for a long-term business improvement program

Different roles can drive process management and business event logic

Change once, apply everywhere Ensure decision consistency when required by

policies or regulations

Decision changes tend to be more frequent Externalizing rules allows processes to remain

more stable and streamlined

Process improvement team: process owners, analysts, developers

Policy managers & analysts (e.g., pricing, eligibility, risk/compliance specialists)

Process and business event logic can have separate lifecycles and governance requirements

Business Event logic can be shared and reused across processes and other applications

Processes and Business Event logic can be deployed independently

Implementation can be done in parallel or staged according to priorities

Two-Pronged Approach to More Responsive Process AutomationProcess Management Business Event Management

Defines and orchestrates the end-to-end process

Combines automation with user interaction

Is fundamentally concerned with operational efficiency of the organization

Defines and detects event patterns which start, stop or resume process execution

Is focused on detecting actionable business situations as they happen and initiating the right response at the right time

Is fundamentally concerned with the situational awareness of the organization

2. Action to initiate/interrupt appropriate process

2. Action to initiate/interrupt appropriate process

Event ProcessingCorrelate Business Events and detect Business Situations

Business Processes and Human Task Applications

BPM

1. Recognizes patterns which requires action

1. Recognizes patterns which requires action

4. Event representing key business process step or outcome

4. Event representing key business process step or outcome

Events

3. Execute the business process3. Execute the business process

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WLE + WBE


Demonstration


Agenda

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Integrated Process & Business Event Management from IBM

Lombardi Edition + WBE together provide a scalable enterprise platform for smarter, more responsive process automation

Lombardi Edition + WBE together provide a scalable enterprise platform for smarter, more responsive process automation

– A powerful, scalable, flexible event processing platform - enables situational awareness - manages the business events flowing across systems and people and detects and responds to actionable situations

– Business user oriented interfaces reducing time to value - enables users to describe in business terms the events and patterns to detect and react to through intuitive business user tools

– Designed to expect change – supports incremental development and deployment Empowers the line of business user, rapid deployment and responsiveness to change

– Simplicity & sophistication – user experience allows business users to engage more fully in process design and improvement

– Lower implementation cost, effort, and risk – than other BPM alternatives– Built-in Performance Data Warehouse, Optimizer – for automatic tracking, analysis, and optimization

of process applications– Designed to scale easily to multi-project, multi-version enterprise BPM programs

Single, comprehensive platform for rapid development and management of business process applications

Enterprise BEP that supports management and sharing of business event logic across applications

WebSphere Lombardi Edition


WBE WLE

Example #1: Pre-qualification

Benefit: Reduce the need for human interventionBenefit: Reduce the need for human intervention

Initiate Sales Follow-up Process

Web Page Viewed

Call Received

Email Question

If any 2 of these events received within 1 week for the same customer,

this is a possible opportunity.

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WBEWLE

Example #2: Interruptions to In-Flight Processes

Benefit: Reduce the need for human interventionBenefit: Reduce the need for human intervention

Cancel all applications for people in the

same household

Credit Application

Started

If the total value of credit requested > $50,000 for

a household, this is possible fraud.

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WBE WLE

Example #3: Use Outcomes of Previous Business Processes

Benefit: Ability to adjust logic on the fly based on past behaviorBenefit: Ability to adjust logic on the fly based on past behavior

Investigate suspicious

activity

Email Address Changed

International Transaction

Address Change

If email or address change and more than 2

international transactions, this is possibly suspicious.

These transactions were validIf email or address

change and more than 4 international

transactions, this is possibly suspicious.

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WBEWLE

Example #4: Cross-Process Correlation

Benefit: Better responsiveness and visibility into existing business logicBenefit: Better responsiveness and visibility into existing business logic

Initiate a new process

Loan Approval Started

If more than 20 approvals for same branch are still pending after 10 days,

need to escalate.

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Solution: Reusable wheeled containers move parts from where they are received to where they need to be. WBE and WebSphere Premises Server utilize RFID tag signals from the containers to achieve visibility and traceability of their movement and use and the parts they carry throughout the plant. WBE detects patterns of activity representing inefficiencies, component shortages, misplaced inventory, or potential problems from supplier, warehousing, or manufacturing processes and to provide notification and alerts and initiate BPM processes for corrective action.

Results: Improved operational efficiency Increased awareness and responsiveness to manufacturing processes Improved inventory utilization Reduction of costly manufacturing delays

Business Challenge: Improving manufacturing efficiency and traceability requires the ability to identify potential manufacturing delays immediately and respond A large aircraft manufacturer continuously receives parts and sub-assemblies from suppliers and partners that must be directed to the right place in the manufacturing process at exactly the right time.

Manufacturing Reusable Container Tracking

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Solution: They are implementing WBE to ensure all required case information is received before scheduling a court hearing. WBE will monitor events around captured information and initiate appropriate notifications and actions to various systems/people when critical information is missing or requirements for appearance are in jeopardy.

Results:

Government – Court Management

Automated the tracking of receipt of critical case informationEnsured all case files sent to court are complete Improved court resource utilization

Business Challenge: Court systems are challenged to maximize the effectiveness of resource utilization. Cases are often scheduled for appearance before case files are complete.

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WLE + WBE


Demonstration


Agenda

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Business Users Directly Manage Process & Business Events

Lombardi• 100% graphical design• “Picture is the process”• Designed for business engagement / collaboration

Business Events• Unequaled business user empowerment• Superior event processing functionality• Broadest access to event sources

Data FilterInteraction UI

Business Analyst

Business Analyst

Filter UI

IT DeveloperIT Developer

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• WBE detects “when” an event or event pattern occurs (actionable situation) and generates one or more messages (actions) alerting the infrastructure

• When any application or process, operating in the IT infrastructure, receives an alert message (posted by WBE) indicating an actionable situation has occurred, it will determine “what” to do” I.e. do nothing, execute and when finished create a new event message or not

Knowing “When” Allows Coordination of “What” To Do

Event Processing is About Determining “When” To Act

EventsEvent Sources / Event Sinks

Extended Information Infrastructure

Applications

SensorsPeople

Processes

Information Transactions

Infrastructure

EventEvent

EventEvent

ActionAction

ActionAction

ActionAction

ActionAction

EventEvent

EventEvent

WHAT To Do

WHEN To Respond

BEP


Leveraging the Existing Infrastructure -- Detecting and Responding to Actionable Situations

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Business Event Processing to Interrupt or Start a New Process

Credit Card Application Process

Fraud Investigation Process

Sample WBE Interaction27

WebSphere Business Events Testing/Simulation

WebSphere Lombardi Edition + WebSphere Business Events

WLEProcess Server

WLEPerformance Data Warehouse

WebSphere Lombardi Edition Process Portal

WLE Authoring Environment

Portal / ScoreBoards

Coaches

Lombardi for Office

WebSphere Lombardi Edition Authoring

WebSphere Business Events Design Tools

WebSphere Business Events Server

WebSphere Business Events Design

WebSphere Business Events Design Data

Integration components / services

WBE Connector Framework WLE Process Optimizer

ProcessRepository

PerformanceRepository

Business Events

Repository

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WLE + WBE


Demonstration


Agenda

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WLE + WBE


Demonstration


Agenda

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2073: Using Event Processing to Dynamically Adjust Human-centric Business Processes Smarter BPM...

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