There are a lot of informal end-to-end processes in organizations.
These end-to-end processes are usually supported by scattered applications,
email, spreadsheets and a lot of goodwill of the personnel involved. When
compliance, regulations and/or customer demands are imposed on an organization,
these end-to-end processes do not have the ability to comply with new demands due
to lack of support from the current application landscape. In the
financial, public and utilities market organizations are re-landscaping their
existing application portfolio due to these higher compliance, regulations and
customer demands. This often is not a huge transformation program, with a roadmap
spanning over years.
Case management can help cross the bridge from the current landscape
towards a landscape aimed at delivering these higher demands.
Let’s explain this with the process of complaints. This
functionality is needed in any market where customer contact is present, and
where due to increasing compliance and customer demands the bar needs to be raised
to deliver better quality, such as delivering an answer within a given
timeframe.
The customer is not satisfied and sends a complaint or calls
the organization.
The Complaint process is separated in two main parts, the task
handling and the case handling. Task
handling covers the receive- and register process of the complaint. If a
complaint can be handled directly without internal process, the complaint
process can be done by using a task. If a complaint cannot be handled directly
because for instance another person must be involved in the process the
complaint will be continued by a case. The
complaints end-to-end process is milestone driven. The path towards reaching a
milestone includes different tasks. Especially the Assessment phase can include
multiple tasks across departments, going back and forth.
Time-out checks and customer intervention can directly
interfere with the complaint handling.
Oracle Case management delivers functionality to manage the three
key stages of the process, control, automate and improve.
Control
At first the current processes are overarched by a case management wrapper
in which the high level milestones determine the steps that need to be taken,
and which can be controlled on timing an delivery.
Every main step is designed in Oracle Case Management as a
milestone, each milestone can be revoked for example when the customer, after
informing him, disagrees with the outcome, and which further investigation
needs to be done.
The simplest way to start is attaching Human tasks to the milestones,
which acts as a checklist for ensuring that all the activities are done. The
complaints specialists and other actors involved keep on doing the work in the
same way, additionally they need to update checklists when a certain activity
is done. This maintains and audit trail tracking the progress of all complaints
processes and ensuring SLA’s are managed, no delayed delivery of answers to the
customer and at the same timing enforcing compliance rules and regulations.
Automate
The Control phase delivers knowledge which areas are best suitable
for automation.
in the next phase Automate
the move can be made from 90% manual up to 90% automated, freeing up time for
the complaint specialists to spend their time on more value added activities.
An essential step in completing this phase is that the Case
management structure within Oracle Case Management acts as the constant
controlling elements, the processes underneath can change, the rules for
finishing milestones can change, events can change and even the milestones can
change, but Case control stays in place.
Optimize
The optimize phase does not have to wait until the automate phase is
completed. Already during the control phase dashboard can be utilized identifying
bottlenecks and delays in the process, enabling for root cause analysis and
eventually supporting process improvement This can be done via the
out-of-the-box functionality within Oracle BPM, showing the activity logging and
with the addition of Key Performance Driven measurements with Business Activity
Monitoring (BAM).
Want to know how we control the process
to make the steps towards automation and optimization?
