Award WINNERS-Global Excellence in Adaptive Case Management
This submission features a fairly unique business scenario, yet one that is likely familiar in some respect to most viewers, network marketing. Paneon developed an ACM system using the ISIS Papyrus software to support a business involving a large, decentralized structure of individual sales partners providing contacts to customers, and building sales and business relations from informal community relations. One notable factor was how the system accommodates different entities such as products, vendors and commissions within a case, with the ability to define goals and tasks tied to goals. A challenge exists in transiting users between roles: member-customer-partner-coach. Using the concepts behind strategic ACM, Paneon was able to make the relationships between strategy, people, roles, authority, goals, tasks, customers and means (formerly rigid budgets) transparent and understood.
The submission from QSuper and its superannuation fund in Australia for current and former Queensland government andrelated entity workers, involves an ACM application that handles 78 percent of the fund's business processes. Advantages observed by judges included how it handles data capture and information exporting to customers, as well as its ability to respond to customers via SMS messaging. A customer-centric approach, combined with persona-based user interfaces, ensures that each staff member has a helpful view of a customer's full transaction history. Today 60 percent of business operations staff use the system with plans for 100 percent to do so eventually. Although not specifically quantified, benefits cited include reduced operating costs and achievement of 99 percent system availability.
The Norwegian Food Safety Authority's (NFSA) overall objective is to ensure safe food and animal welfare. NFSA's area of responsibility comprises plant health, food and fodder production and handling, water supply plants, cosmetics, animal health and welfare for production animals and pets. Since 2009, about 1,000 of NFSA's knowledge workers (veterinarians, biologists, engineers and other professionals) use a decision support system for the main bulk of their professional work: to plan, conduct and register audits. This application was noted as one the best examples of how and why BPM and ACM approaches can be combined, including the ability to define process models at a high level, while leaving it to the individual knowledge worker how each step is accomplished. Both guidance and an ad hoc task list are presented to users while working a case, taking advantage of predefined rules and templates. Also notable is the adaptable case structure with an ontology of sorts, combined with goal-driven processes rather than more common deterministic BPM processes.