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E-raamat: Oracle Case Management Solutions [Taylor & Francis e-raamat]

, (Capgemini, Utrecht, The Netherlands), (Capgemini, Utrecht, The Netherlands),
  • Formaat: 428 pages, 45 Tables, black and white; 261 Illustrations, black and white
  • Ilmumisaeg: 22-Oct-2015
  • Kirjastus: Apple Academic Press Inc.
  • ISBN-13: 9780429170690
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Oracle Case Management SolutionsSuurem pilt
  • Formaat: 428 pages, 45 Tables, black and white; 261 Illustrations, black and white
  • Ilmumisaeg: 22-Oct-2015
  • Kirjastus: Apple Academic Press Inc.
  • ISBN-13: 9780429170690
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Taylor & Francis e-raamatudRohkem infot Taylor & Francis e-raamatute kohta
Raamatu kodulehekülg: https://www.taylorfrancis.com/books/9780429170690
Organizations increasingly need to deal with unstructured processes that traditional business process management (BPM) suites are not designed to deal with. High-risk, yet high-value, loan origination or credit approvals, police investigations, and healthcare patient treatment are just a few examples of areas where a level of uncertainty makes outcome and execution of work flow non-deterministic.

Case management is a way to govern and control these unstructured processes and non-deterministic outcomes. Oracle recently completed its BPM technology stack with broad case management functionality and is now able to deliver case management capabilities in a variety of flavors that combine packaged applications and middleware technology.

Oracle Case Management Solutions is the first book to translate case management from a business problem perspective into appropriate Oracle product usage. Covering the key Oracle technologies that support case management solution components, it explains how to conceptualize and implement quality case management solutions with these products.

The team of authors consists of leading industry consultants engaged in providing case management solutions as well as veteran software product management professionals dealing with tools for building case management applications. The authors share insights gained through their extensive case management experience in terms of its use in solving real-world business problems and in applying technologies to create efficient fit-for-purpose computer applications that embody modern computing trends.

Detailing a proven solution architecture and reliable roadmap for case management implementation and adoption, the book includes tutorials with step-by-step instructions on building case management solutions using Oracle Siebel and Oracle BPM suites.
Foreword xvii
List of Acronyms xxi
Preface xxv
Acknowledgments xxix
Authors xxxi
Section I The Case For Case Management 1(98)
1 Basics of Case Management
3(44)
1.1 Introduction
3(1)
1.2 Unexpected Surprises (or Shocks)
4(6)
1.2.1 "Are You Being Served?"
4(1)
1.2.2 "Doctor, I Have a Headache..."
5(2)
1.2.3 "Look! There's a Dead Man in the Closet!"
7(2)
1.2.4 Goal-Driven, Knowledge Work Freedom, On-Demand Collaboration
9(1)
1.3 Handling of Credit Card Rewards Disputes
10(4)
1.4 Case Management: Basics
14(13)
1.4.1 What Is Case Management? What Is Adaptive Case Management?
14(4)
1.4.2 Case Management Ecosystem
18(2)
1.4.3 Brief History of Case Management
20(1)
1.4.4 Formal Definition of (Adaptive) Case Management
21(3)
1.4.5 Application of Case Management Solutions
24(3)
1.5 Creating Case Management Solutions
27(13)
1.5.1 High-Level Solution Architectures
27(3)
1.5.2 Build or Buy?
30(3)
1.5.3 Building a Fit-for-Purpose Case Management Solution
33(7)
1.6 ACM and Business Agility
40(5)
1.7 Summary
45(2)
2 Adaptive Case Management (ACM)-Related Topics
47(52)
2.1 Introduction
47(1)
2.2 Adaptive Systems and ACM
48(13)
2.2.1 Nile Crocodiles and Cuttlefish
48(1)
2.2.2 Sense-and-Respond, Anticipate-and-Preempt, and Complex Adaptive Systems (CAS)
49(6)
2.2.3 ACM Solutions as Sense-and-Respond (Complex) Adaptive Systems (SR-CAS)
55(6)
2.3 Dynamic, Production, and Adaptive Case Management (DCM, PCM, and ACM)
61(9)
2.3.1 Basic Debates
61(2)
2.3.2 Digging Deeper into DCM, PCM, and ACM
63(7)
2.4 Process Management and Case Management: Friends or Foes?
70(9)
2.4.1 Anatomy of a Journey
70(1)
2.4.2 Process Management vis-a-vis Case Management
71(5)
2.4.3 Case Management as Part of a BPMS?
76(3)
2.5 Adoption of Case Management: Capability Maturity Considerations
79(13)
2.5.1 "Generalized" BPM
80(1)
2.5.2 Maturity Levels
81(1)
2.5.3 Maturity Model Capabilities
82(6)
2.5.4 Adoption of Case Management: A Case Study
88(3)
2.5.5 Maturity Is More Than Technology
91(1)
2.6 Making the Business Case for Case Management
92(5)
2.6.1 General Considerations for Creating and Presenting a Business Case
92(2)
2.6.2 Specific Considerations for a Case Management Business Case
94(3)
2.7 Summary
97(2)
Section II Case Management Solution Framework 99(74)
3 Case Management Functional Design
101(18)
3.1 Introduction
101(1)
3.2 Principles for the Solution Design Components
101(1)
3.3 Design Components
102(14)
3.3.1 Design Components Overview
102(1)
3.3.2 Case Lifecycle Design Category
103(5)
3.3.2.1 Aim
103(1)
3.3.2.2 Relation with the Principles
104(1)
3.3.2.3 Case Management Lifecycle Design Components
104(4)
3.3.3 Case Information Design Category
108(4)
3.3.3.1 Aim
108(1)
3.3.3.2 Relation with the Principles
108(1)
3.3.3.3 Case Management Information Design Components
108(4)
3.3.4 Case Interaction Design Category
112(2)
3.3.4.1 Aim
112(1)
3.3.4.2 Relation with the Principles
112(1)
3.3.4.3 Case Management Interaction Design Components
113(1)
3.3.5 Case Cross-Functional Design Category
114(6)
3.3.5.1 Aim
114(1)
3.3.5.2 Relation with the Principles
114(1)
3.3.5.3 Case Management Cross-Functional Design Components
114(2)
3.4 Design Template
116(1)
3.5 Conclusion
116(3)
4 Case Management Classifications
119(36)
4.1 Introduction
119(1)
4.2 Forrester Case Management Classifications
119(1)
4.3 Common Principles for the Classifications
120(1)
4.4 Service Request Classification
120(13)
4.4.1 Context
120(1)
4.4.2 Determination
120(1)
4.4.3 Alignment with Industry Processes
121(1)
4.4.4 Business Challenges
122(1)
4.4.5 Principles for the Solution
123(1)
4.4.6 Case Management Design Components
123(10)
4.4.6.1 Service Request Design Category Overview
124(1)
4.4.6.2 Case Lifecycle Design Category
124(9)
4.5 Incident Management Case Classification
133(10)
4.5.1 Context
133(1)
4.5.2 Determination
134(1)
4.5.3 Alignment with Industry Processes
134(1)
4.5.4 Business Challenges
134(1)
4.5.5 Principles for the Solution
135(1)
4.5.6 Case Management Design Components
135(8)
4.5.6.1 Incident Management Design Category Overview
135(1)
4.5.6.2 Case Lifecycle Design Category
135(8)
4.6 Investigative Case Classification
143(10)
4.6.1 Context
143(2)
4.6.2 Determination
145(1)
4.6.3 Alignment with Industry Processes
145(1)
4.6.4 Business Challenges
145(1)
4.6.5 Principles for the Solution
145(1)
4.6.6 Case Management Design Components
146(9)
4.6.6.1 Investigative Handling Design Category Overview
146(1)
4.6.6.2 Case Lifecycle Design Category
146(7)
4.7 Conclusion
153(2)
5 Determine Solution Mapping
155(16)
5.1 Introduction
155(1)
5.2 Techniques Used to Determine the Impact of Functionality onto the IT Landscape
155(3)
5.2.1 Common Reference Architecture Model
155(1)
5.2.2 CORA Model Layering and Capabilities
156(1)
5.2.3 Delivering a Solution with the CORA Model
157(1)
5.3 Perform a Functional Decomposition Using CORA Application Layers
158(7)
5.3.1 How to Map the Case Management Design Areas onto the CORA Application Layers
158(7)
5.3.1.1 Case Lifecycle Design
159(2)
5.3.1.2 Case Interaction Design
161(1)
5.3.1.3 Case Management Information Design
162(1)
5.3.1.4 Cross-Functional Design Areas
162(3)
5.4 Determine Required Technology Capabilities
165(3)
5.4.1 Case Flows and Processes Capabilities
165(1)
5.4.2 Event Handling Capabilities
165(1)
5.4.3 Business Rules Capabilities
165(3)
5.5 Decide What Technologies to Use
168(1)
5.6 Conclusion
168(3)
6 Concluding Remarks
171(2)
Section III Oracle Case Management Technologies 173(70)
7 Oracle BPM/ACM
177(16)
7.1 Introduction
177(1)
7.2 Oracle BPM/ACM/SOA Suite Overview
177(2)
7.3 Oracle BPM/ACM Usage Characteristics
179(1)
7.4 Case Management Lifecycle Functionality with Oracle BPM/ACM
179(6)
7.4.1 Case Flow and Process Design
180(2)
7.4.1.1 Case Flow Design with Oracle Adaptive Case Management
180(1)
7.4.1.2 Process Modeling
181(1)
7.4.2 Event Design
182(1)
7.4.3 Rules Design
182(1)
7.4.4 Life Cycle Design Product Mapping to Oracle BPM/ACM/SOA Suite
183(2)
7.4.4.1 Case Flow and Process Mapping
183(2)
7.4.4.2 Event Handling Mapping
185(1)
7.5 Case Management Interaction Functionality with Oracle SOA Suite
185(2)
7.5.1 Portal Design: 360-Degree View of the Case
186(1)
7.5.1.1 Out-of-the Box Functionality via the Oracle BPM/ACM Portal
186(1)
7.5.1.2 ADF, Customized Functionality with the Aid of the Case Management/BPM and Human Task APIs
186(1)
7.5.2 Channel Design
187(1)
7.6 Case Management Information Functionality with Oracle BPM/ACM/ SOA Suite
187(2)
7.6.1 Case Execution Data: Detailed Audit Trail
188(1)
7.6.2 Document and Media Design
189(1)
7.7 Cross-Functional Case Management Capabilities
189(2)
7.7.1 Case Management Integration Functionality with Oracle SOA Suite
190(1)
7.7.2 Case Management Security Functionality with Oracle
190(3)
7.7.2.1 Case Stakeholders
190(1)
7.7.2.1 Permissions
190(1)
7.8 Conclusion
191(2)
8 Siebel
193(16)
8.1 Introduction
193(1)
8.2 Oracle Siebel Overview
193(2)
8.2.1 History
193(1)
8.2.2 Horizontal and Verticals
194(1)
8.2.3 Configuration versus Customization
194(1)
8.2.4 Extensions of Functionality
194(1)
8.2.5 Siebel Specific Terminology
194(1)
8.2.6 Market Example: Law Enforcement and Policing Operations Solution
195(1)
8.3 Oracle Siebel Usage Characteristics
195(3)
8.4 Case Management Information Functionality with Oracle Siebel
198(2)
8.4.1 People Relationship Design and Data Design
198(2)
8.4.2 Document and Media Design
200(1)
8.5 Case Management Life Cycle Functionality with Oracle Siebel
200(5)
8.5.1 Case Flow and Process Design with Oracle Siebel
200(3)
8.5.1.1 State Model
201(1)
8.5.1.2 Workflow Management
202(1)
8.5.1.3 Assignment Management
202(1)
8.5.1.4 Extending the Life Cycle Management, with the Law Enforcement and Policing Operations Example
202(1)
8.5.2 Rules Design
203(1)
8.5.3 Event Design
203(1)
8.5.4 Life Cycle Design Product Mapping to Oracle Siebel and Related Products
203(2)
8.6 Case Management Interaction Functionality with Oracle Siebel
205(1)
8.6.1 Portal and Channel Design
205(1)
8.7 Cross-Functional Case Management Capabilities
206(1)
8.7.1 Case Management Integration Functionality with Oracle SOA Suite
206(1)
8.7.2 Case Management Roles and Authorization Functionality with Oracle Siebel
206(1)
8.8 Conclusion
207(2)
9 Oracle Service Cloud
209(14)
9.1 Introduction
209(1)
9.2 Oracle Service Cloud Overview
209(2)
9.2.1 History
209(1)
9.2.2 Basic Functionality
210(1)
9.2.3 Cloud-Based Management and Usage
210(1)
9.2.4 Extensions of Functionality
210(1)
9.3 Oracle Service Cloud Usage Characteristics
211(1)
9.4 Case Management Interaction Functionality with Oracle Service Cloud
212(2)
9.4.1 Portal Design
212(1)
9.4.2 Channel Design
213(1)
9.4.3 Dashboard Design
214(1)
9.5 Case Management Information Functionality with the Oracle Service Cloud
214(3)
9.5.1 Data Design
215(2)
9.5.2 People Relationship Design
217(1)
9.5.3 Document and Media Design
217(1)
9.6 Case Management Life Cycle Functionality with Oracle Service Cloud
217(3)
9.6.1 Case Flow and Process Design
218(1)
9.6.2 Rules Design
219(1)
9.6.3 Event Design
219(1)
9.6.4 Life Cycle Design Product Mapping to Oracle Service Cloud
220(1)
9.7 Cross-Functional Case Management Capabilities
220(2)
9.7.1 Integration
220(1)
9.7.2 Case Management Roles and Authorization Functionality
220(2)
9.8 Conclusion
222(1)
10 Intelligence in Relation to the Case Execution
223(16)
10.1 Introduction
223(1)
10.2 Case Intelligence Design
223(2)
10.2.1 Intelligence Determined by Rules Design
224(1)
10.2.2 Intelligence Determined by Event Design
224(1)
10.2.3 Intelligence Determined by Dashboard Design
225(1)
10.2.4 Intelligence Information Levels
225(1)
10.3 Oracle Intelligence Products
225(12)
10.3.1 Oracle Business Analytic Monitoring
225(5)
10.3.1.1 Functionality
227(1)
10.3.1.2 How Does BAM Relate to Case Management?
228(1)
10.3.1.3 Technical Architecture
229(1)
10.3.2 Oracle Event Processing
230(2)
10.3.2.1 Functionality
230(1)
10.3.2.2 How Does CEP Relate to Case Management?
231(1)
10.3.3 Oracle Policy Automation
232(2)
10.3.3.1 Functionality
232(1)
10.3.3.2 How Does OPA Relate to Case Management?
233(1)
10.3.4 Oracle Endeca Information Discovery
234(2)
10.3.4.1 Functionality
234(1)
10.3.4.2 How Does Endeca Information Discovery Relate to Case Management?
235(1)
10.3.5 Oracle Real-Time Decisions
236(9)
10.3.5.1 Functionality
236(1)
10.4 Summary
237(2)
11 Concluding Remarks
239(4)
Section IV Case Management Examples 243(68)
12 Mortgage Request Handling
245(18)
12.1 Introduction
245(1)
12.2 Reading Guide
245(1)
12.3 Mortgage Request and Business Challenges
245(2)
12.3.1 Mortgage Request
245(1)
12.3.2 Business Challenges
246(1)
12.3.2.1 Serving the Customers
246(1)
12.3.2.2 New Regulations
246(1)
12.3.2.3 Minimizing the Probability of Default
247(1)
12.4 Deriving a Solution Based upon the Case Management Solution Framework
247(15)
12.4.1 Introduction
247(1)
12.4.2 Determine Case Management Classification
247(1)
12.4.3 Determine Functional Components and Needs
247(8)
12.4.3.1 Case Flow and Process Design
248(3)
12.4.3.2 Case Information Design
251(3)
12.4.3.3 Case Interaction Design
254(1)
12.4.4 Determine Solution Mapping
255(9)
12.4.4.1 Impact of a Mortgage Request Operating Model on Solution Capabilities
255(3)
12.4.4.2 Mapping Mortgage Request Operating Models to Oracle Products
258(4)
12.5 Conclusion
262(1)
13 Citizen Services in the Public Sector
263(14)
13.1 Introduction
263(1)
13.2 Reading Guide
263(1)
13.3 Welfare Request and Business Challenges
264(1)
13.3.1 Welfare Request Handling
264(1)
13.3.2 Business Challenges
264(1)
13.4 Deriving a Solution Based upon the Case Management Solution Framework
265(11)
13.4.1 Introduction
265(1)
13.4.2 Determine Case Management Classification
265(1)
13.4.3 Determine Functional Components/Needs
265(6)
13.4.3.1 Case Life Cycle Design
265(6)
13.4.4 Determine Solution Mapping
271(7)
13.4.4.1 Determine Solution Capabilities
271(2)
13.4.4.2 Mapping the Welfare Request to Oracle Products
273(3)
13.5 Conclusion
276(1)
14 From Crime to Court
277(20)
14.1 Introduction
277(1)
14.2 Reading Guide
277(1)
14.3 Police Investigation and Business Challenges
278(3)
14.3.1 Police Investigation
278(1)
14.3.2 Business Challenges for the Police Force Related to Crime Investigation
279(2)
14.3.2.1 Globalization
279(1)
14.3.2.2 Effectiveness of the Police Organization
280(1)
14.3.2.3 Technology
280(1)
14.3.2.4 Social Values Are Changing Rapidly
280(1)
14.3.2.5 Adaption to Social and Crime Patterns
280(1)
14.3.2.6 National Budgets Are Being Reduced
281(1)
14.4 Solution Design Aspects
281(13)
14.4.1 Introduction
281(1)
14.4.2 Determine Case Management Classification
281(1)
14.4.3 Determine Functional Components/Needs
281(7)
14.4.3.1 Case Life Cycle Design
281(3)
14.4.3.2 Case Information Design
284(1)
14.4.3.3 Case Interaction Design
285(3)
14.4.4 Deriving a Solution Based upon the Case Management Solution Framework
288(10)
14.4.4.1 Full-Blown or Umbrella Type of Solution
288(2)
14.4.4.2 Solution Mapping
290(2)
14.4.4.3 Mapping Police Investigation to Oracle Products
292(2)
14.5 Conclusion
294(3)
15 End-to-End Insurance Claim Management
297(12)
15.1 Introduction
297(1)
15.2 Reading Guide
297(1)
15.3 Insurance Claims and Challenges
298(1)
15.3.1 Insurance Claims
298(1)
15.3.2 Business Challenges Related to Insurance Claims
298(1)
15.3.2.1 Financial
298(1)
15.3.2.2 Customer Facing
299(1)
15.3.2.3 Supporting IT Landscape
299(1)
15.4 Deriving a Solution Based upon the Case Management Solution Framework
299(8)
15.4.1 Introduction
299(1)
15.4.2 Case Management Classification
299(1)
15.4.3 Determine Functional Components and Needs
300(3)
15.4.3.1 Case Life Cycle Design
300(1)
15.4.3.2 Rules Design
301(1)
15.4.3.3 Case User Interface Design
301(2)
15.4.4 Determine Solution Mapping
303(10)
15.4.4.1 Determine Solution Capabilities
303(1)
15.4.4.2 Mapping the End-to-End Insurance Claim Handling to Oracle Products
304(3)
15.5 Conclusion
307(2)
16 Concluding Remarks
309(2)
Section V Tutorial 311(96)
17 Oracle BPM/ACM Tutorial
313(66)
17.1 Introduction
313(1)
17.2 Credit Card Charge Dispute: Use Case
313(11)
17.2.1 Use Case Design Topics
313(1)
17.2.2 Use Case Description
313(4)
17.2.3 Credit Card Charge Dispute Life Cycle Design
317(5)
17.2.3.1 Case Flow and Process Design
317(2)
17.2.3.2 Rules Design
319(2)
17.2.3.3 Event Design
321(1)
17.2.4 Credit Card Charge Dispute Information Design
322(3)
17.2.4.1 People Relationship Design
322(1)
17.2.4.2 Data Design and Document Management Design
323(1)
17.3 Installation and Tutorial Files
324(1)
17.4 Key Elements of Oracle Adaptive Case Management
325(4)
17.4.1 Case
325(1)
17.4.2 Case Activities
326(1)
17.4.2.1 Activity Implementation
326(1)
17.4.2.2 Activity Properties
326(1)
17.4.3 Case Data
326(2)
17.4.3.1 Data Definition
326(1)
17.4.3.2 External Case Data
327(1)
17.4.4 Case Stakeholders
328(1)
17.4.5 Case Documents
328(1)
17.4.6 Rules and Policies
328(1)
17.4.7 Case Events
329(1)
17.5 Implement the Case with Oracle ACM
329(35)
17.5.1 Create the Case Management Project
331(2)
17.5.2 Define the Case Properties
333(2)
17.5.2.1 Title
333(1)
17.5.2.2 Summary
333(1)
17.5.2.3 Priority
334(1)
17.5.2.4 Category
334(1)
17.5.2.5 Due Time
334(1)
17.5.2.6 Milestones
334(1)
17.5.2.7 Outcomes
334(1)
17.5.3 Define the Data Model
335(8)
17.5.3.1 Identify the Case Data Objects
335(1)
17.5.3.2 Define the Case Data Objects
336(4)
17.5.3.3 Create Data Forms
340(1)
17.5.3.4 Define Flex Fields
341(2)
17.5.4 Content Configuration
343(1)
17.5.5 Define User Events
344(1)
17.5.6 Define the Stakeholders and Permissions
344(4)
17.5.6.1 Application Roles
344(1)
17.5.6.2 Application Policies
345(1)
17.5.6.3 Stakeholders
345(1)
17.5.6.4 Permission Labels
345(1)
17.5.6.5 Define Roles
345(1)
17.5.6.6 Define Stakeholders
346(1)
17.5.6.7 Define Permissions
347(1)
17.5.7 Define Case Activities
348(8)
17.5.7.1 Create a BPMN-Based Activity
350(4)
17.5.7.2 Create a Human Task-Based Case Activity
354(2)
17.5.8 Define the Rules
356(7)
17.5.8.1 Activity Event Rules
358(3)
17.5.8.2 Milestone Event Rules
361(1)
17.5.8.3 User Event Rules
362(1)
17.5.9 Resulting Application
363(1)
17.6 Deploy and Test
364(10)
17.6.1 Prepare Server for Deployment and Test
364(2)
17.6.1.1 Start the Integrated WebLogic Server
364(1)
17.6.1.2 Enable Development Mode
365(1)
17.6.1.3 Create Test Users
365(1)
17.6.2 Deploy Case Application
366(1)
17.6.2.1 Deploy the Case Composite
366(1)
17.6.2.2 Deploy Case Data Forms Application
366(1)
17.6.2.3 Deploy Task Form Applications
367(1)
17.6.3 Create a Case Instance
367(1)
17.6.4 Working on the Case
368(11)
17.6.4.1 Case Workspace
369(1)
17.6.4.2 Update Process Roles
370(1)
17.6.4.3 Grant Investigator Access Permission
371(2)
17.6.4.4 Scenario #1
373(1)
17.6.4.5 Scenario #2
374(1)
17.7 Summary
374(1)
17.A Appendix
375(4)
18 Siebel Tutorial
379(24)
18.1 Introduction
379(1)
18.2 Siebel Implementation Approach
379(7)
18.2.1 Choosing the Siebel Solution Type
380(1)
18.2.2 Familiarization
380(1)
18.2.3 Design
381(4)
18.2.3.1 Functional Design
381(4)
18.2.3.2 Solution Mapping
385(1)
18.2.4 Implementation
385(1)
18.3 Using the Police Investigation Application
386(15)
18.3.1 Storyline.
387(1)
18.3.2 Recording a Lead
387(6)
18.3.2.1 Creating the Lead and Entering the Generic Lead Information
387(3)
18.3.2.2 Entering the Person, Object Location, and Event Information
390(1)
18.3.2.3 Recording the Operational Information
390(1)
18.3.2.4 Adding More Lead Details
391(1)
18.3.2.5 Provide All Relevant Lead Information in the Lead 360° Overview
392(1)
18.3.2.6 Sharing the Lead Information via Lead Export
392(1)
18.3.3 Recording an Incident
393(3)
18.3.3.1 Creating an Incident
393(1)
18.3.3.2 Working on an Incident
393(1)
18.3.3.3 Offence Management
394(1)
18.3.3.4 Coercive Measures
395(1)
18.3.3.5 Incident Overview
395(1)
18.3.4 Recording a Case
396(5)
18.3.4.1 Information Held as Part of the Case File
397(1)
18.3.4.2 Assignment of Cases and Ownership
397(1)
18.3.4.3 Case Serialization
398(1)
18.3.4.4 Evidence Management
399(1)
18.3.4.5 Involved Persons
400(1)
18.3.4.6 Report Out
400(1)
18.4 Conclusion
401(2)
19 Concluding Remarks
403(4)
Appendix A: CORA Model Capabilities 407(6)
Appendix B: A Solution Characteristic 413(6)
Index 419
Léon Smiers works as a Solution Architect for Capgemini, The Netherlands in the area of Oracle Technology and Architecture, where he is one of the leading Oracle specialists. He has done a lot of work and research in the field of integration and new technologies, like RFID, SOA, EDA, BPM, and case management, on which he wrote articles and presented at international conferences. Currently Léon is setting up Solution Architectures for large Oracle based projects and is the Oracle BPM Thought leader for Capgemini. Based on his close cooperation with Oracle development and product management, Léon was awarded the Oracle ACE title in 2010.

Léon is co-inventor of the Common Reference Architecture mode or CORA model, which helps in getting control over the IT landscape in a Hybrid environment and delivers a predictable, repeatable, and risk-aware solution design (http://www.coramodel.com).

Manas Deb is a senior director in the Fusion Middleware/SOA and BPM Suite product group at Oracle HQ. He he has been leading outbound product management globally and his current focus is on strategic customer engagements. Manas has worked in the software industry for over 20 years, most of which was spent in product development and management, and on architecting and leading many enterprise-level application development and business integration projects in a variety of industries. Manas attended post-graduate studies at the University of Texas at Austin. He has a PhD in Computer Science and Applied Mathematics, as well as an MBA.

Prasen Palvankar is a director of Product Management at Oracle and currently leads product management of Case Management, Business Activity Monitoring, and Oracle Business Rules products in the Oracle BPM Suite product family. Prasen has more than 20 years of work experience in all aspects of software application development, including consulting, solution and enterprise architecture, business integration, process management, and advanced training development and delivery.

Joop Koster is an experienced Oracle Solution Architect, CRM, and Front-Office Consultant. He has 15 years of IT Consulting experience and more than 10 years of management experience in the Printing Industry. He is familiar with Front-Office, Contact Center, Multi-Channel customer interaction, and CRM technologies. He has broad experience in marketing, sales, and services processes and technologies and has worked in both B2B and B2C environments.
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