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.
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.
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.
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).
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