Oracle BPM Suite 18.104.22.168: Case Management
Oracle BPM makes business process management easy by allowing you to model, implement, simulate and execute your processes even in a multi-user setup. So if you have routine processes, consider automating them with Oracle BPM.
If you want to get your business processes in order, call Four Cornerstone and find out about our Oracle BPM consulting offerings. We can provide you with a team of Oracle BPM experts that can help you with the entire process. We can also help you make use of other Oracle software that would enable you get the most out of your Oracle BPM investments.
Too many variables? Not a problem with Oracle BPM!
But what about those that are not routine or those that have too many variables? A lot of your business processes may seem like a flow chart, which has different tasks and outcomes, depending on a variable that happens. For example, if you rent out cars, the normal process would be that the customer would return it at the agreed date. But what if the customer gets into an accident or the customer extends his rental? You can still manage this efficiently with Oracle BPM’s new case management features. And unlike routine business processes, case management involves people and their decisions.
Oracle BPM uses milestones, ad hoc activities, the stakeholders (the person who makes the decision in the case) and other tasks and outcomes. Like before, cases are created easily and quickly. You just put a case on the composite level and then define the case (where you define the stakeholder, permissions, data, documents, case outcomes and milestones for that particular case), and the business rule that goes with it. The business rule sets forth how each outcome of the case is going to be handled. You can have user-defined events, which you configure and list beforehand or have the stakeholder create new events and milestones.Click here to read more about this article
For example, going back to our car rental example, you can now use Oracle BPM to prompt your customer service frontliners to enter a milestone for your car rentals. They can mark it as “out on rental,” “stolen,” “accident,” “approved” or “returned,” depending on where the car is. What’s more, each of these options has different tasks and outcomes associated with it. If a car is marked as “returned,” then it will terminate the process, while “approved” would reserve the car for the rental time paid for by the customer, whereas “accident” or “stolen” would initiate insurance claims and investigatory actions.
Monitor your cases with Oracle Enterprise Manager
When you run your case, you can track it using Oracle Enterprise Manager, to monitor everything from how many cases are running at certain periods of time, or what goals and milestones have been achieved. You can also check out what activities have been added or what rules have your cases activated.
In short, even when Oracle BPM is known to be straightforward, it can now handle the complex, unpredictable, versatile cases and even those that are not that easy to model. So even if you have unstructured business processes and knowledge-intensive environments, you would still be able to use Oracle BPM to model your cases because it can now dynamically determine while running what needs to be done next and allows for human actions and decisions.
Four Cornerstone’s Oracle BPM consulting services can help you with case management situations, therefore enabling you to use your Oracle BPM fully.
Photo courtesy of Oracle.