Emily Burns, Pegasystems

Creating a Case Layer:

Using Dynamic Case Management to
Foster Agility and Improve End-user
Effectiveness
February 24
th
, 2011
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2011 Pegasystems Inc.
Agenda
What is a Case?
The imperative for a Case Layer
Creating the Case Layer
Cases and Processes
Subcases vs. Process Components
Benefits of the Case Layer
Demo
Summary
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Case Definition
A case is the coordination of
multiple tasksplanned or
unplanned and associated
content, towards a concrete
objective or goal.
Cases are dynamic, and
respond to and generate
events.
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Without a Case Layer
Individual, atomic, pieces of work
are managed separately, without
context
Case:
Vehicle Damage
Claim
(for 3
rd
party)
Case:
Vehicle Damage
Claim (insured)
Case:
Bodily Injury
Claim
(insured)
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A Case Layer Allows you to Manage All of the
work for a given case in a holistic manner
Case:
Policy holder submits
claim in at-fault accident
Obtain police
report
Site visit for
verification
Interview
parties
Interview
Insured
Interview
witnesses
Subcase 1:
Bodily injury to
insured
Request
submission of
hospital bills
Obtain
physician
statement
Subcase 2:
Vehicle
Damage Claim
for 3
rd
party
Subcase 3:
Vehicle
Damage Claim
Site visit for
initial
assessment of
damage
Obtain damage
estimate from
repair shop
A case layer allows you to
easily bring together
related work to improve
case handling and
outcomes
All work, including ad hoc work
All work, regardless of who or what
is performing it
Manage the All of the
Case
Aware of all other work associated
with the case
Able to manage all work for a
casestructured and unstructured
from the same system
Allows Case workers to
work more effectively
Case types can be re-used in other
case types
Case types can be specialized to
quickly extend the application
Fosters re-use and agility
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Capturing Relationships:
The Key to Delivering Successful Case Apps
Enabling technology: Case Management
Required for holistic case management
Provides foundation for including ad hoc work
Hierarchical Relationships
Enabling Technology: BPM
Defines the progression of work
Temporal Relationships
Enabling Technology: Business Rules Engine
Allows you to set conditions for how the work is
accomplished, from process flow, to UI to access
Conditional Relationships
Case Applications must allow designers to easily, and explicitly define these three
key types of relationships. Anything less will be incomplete and inflexible.
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2011 Pegasystems Inc.
Creating The Case Layer
Cases
Processes
Services
Rules
Rules
Rules
Rules
Rules
Rules
Rules
Rules
Rules
Consume
Consume
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2011 Pegasystems Inc.
Cases and Processes
A case is the work,
Process is the path it takes to be completed
Process
Process
Process
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Cases and Processes
Case A
Case B
Case C
Case D
P1
P4
P5
P7
P3
P3
P6
P3
P2
Cases exist distinct from processes
represented by the process diagram on the case folder)
All cases have a process, even if the process is very
simple
Any case may have multiple subcases
other than the primary process, these will typically
be process components
Any case can have multiple processes run on it
simultaneously
ad hoc
automatically (procedurally or declaratively)
Subcases and processes for a given case may be
invoked
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Subcase or Process, That is the Question
Subcases Process (components)
Are discrete pieces of work and could
reasonably be performed without the
top-level case
Would never occur if the case with
which they are associated was not
created. (e.g. you wouldnt refund
money to someone if they hadnt
created a return case).
May not have a known process, other
than being opened and staying open
until someone resolves them. May spin
off other subcases to handle
exceptions
Are typically invoked once it is clear
that they are needed, and proceed
down a clear path, rarely if ever
invoking exceptions
Are often collaborative, and need
multiple people or systems to be
working on them in concert
Do not allow for multiple people to
work on them in parallel
Provide better visibility to the work as a
distinct object
Allow you to do a lot on a given piece
of work without cluttering with an
excess of subcases.
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Subcase or Process, Examples
Subcase Example Process Component
Subcase: Devilled eggs Devilled egg filling
Parent case: First course Associated with case: Devilled eggs
Why a subcase? I could reasonably
make devilled eggs by themselves
Why its a process component? I would
never make devilled egg filling if I
werent making deviled eggs
Subcase Example Process Component
Subcase: Itemreturn Process: Process refund
Parent case: Purchase Item Associated with case: item return
Why a subcase? I might reasonably
handle returns without tying them to the
original purchase.
Why its a process component? I would
never process a refund if an item
werent being returned
Nota Bene: These are guidelines, there are no restrictions that
force you to use one or the other. You have flexibility.
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Key Supporting Functionality
Ability to define for every case, and all its subcases and tasks all of the necessary elements (content,
instantiation, roles, etc.) and the relationships between them.
Design-Time: Explicit support for creating the Case layer
Allows users (with permissions) to view a case and all its nested subcases and tasks, as well as the
associated content, users, roles and subjects.
Users can add pre-defined ad hoc work, or can add new ad hoc work to cases.
UI allows for case-type specific definition of UIat any level
Run-Time: Out-of-the-Box UI for viewing and working on
cases
Ad hoc work added to cases can be saved back to the case type, as an update to the case, a new
version of that case, or as an entirely new case type.
Allows for capture of ad hoc work into the process in a passive, iterative manner.
Limited-use, role-based privilege (i.e. no running amok)
Run-Time to Design-Time: Design by Doing
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Benefits of a Case Layer:
Innovation Comes Standard
Working with the full context of the work being
performed on the case
Your users are more effective
Rapidly specialize or enhance applications to maintain
an innovative market stance
Built-in re-use to foster agility and ease management
A Case layer is a differentiation layer
Design by Doing allows users to capture innovation
in real-time
Built-in tools to capture innovation
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Demo
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Getting to the Case Designer
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Creating the Case Layer in the Case Designer
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Adding New or Re-using Existing Case Types
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Other Things to do from the Case Designer
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Linking Case and Process
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One of the Processes (Autoclaim 2) for FNOL;
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Users Caseload View
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Case Details View: Vehicle Damage Subcase
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Summary
A case is the work that needs to be done
A process is the path it takes during completion
Cases exist independent of processes
Easy to create and visualize case relationships
Easy to re-use case types
Use processes as components to be called and re-used as needed
A case layer provides a powerful tool for agility
Depends on how tightly coupled the work is to its parent case
When to user subcases, when to use process components
Case designer
OOTB portal for viewing and managing cases
Design-by-doing for constant innovation
Key supporting functionality in Pega Case Management
for creating a case layer
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J oin the Conversation!
Dynamic Case Management Forum
http://www.pega.com/forums/dynamic-case-management
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2011 Pegasystems Inc.
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