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Abstract
In today's fast-paced business climate, companies must make quick decisions to win new business, maintain existing relationships, and build on the trust and goodwill earned over time. However, because of the complexity of existing business logic, adjusting or improving applications takes careful planning and time to implement any needed changes effectively.
An integrated sense-and-respond solution provides awareness through events, direction through decisions, actions through processes, and insight through analysis. As described in this IBM® Redbooks® Solution Guide, this simplified solution demonstrates how you can structure advanced applications around business process management concepts and methodologies to provide decision-making capabilities that are based on real-time data analysis.
Contents
In today's fast-paced business climate, companies must make quick decisions to win new business, maintain existing relationships, and build on the trust and goodwill earned over time. However, because of the complexity of existing business logic, adjusting or improving applications takes careful planning and time to implement any needed changes effectively.
An integrated sense-and-respond solution provides awareness through events, direction through decisions, actions through processes, and insight through analysis. This simplified solution demonstrates how you can structure advanced applications around business process management concepts and methodologies to provide decision-making capabilities that are based on real-time data analysis. Figure 1 shows the Warranty Exception Process that is used in this guide.
Figure 1. Warranty Exception Process diagram
Did you know?
The notion of process optimization has been around for almost a century, considering that the concept started during the Industrial Revolution through specialization. Thought leaders worked on streamlining their processes to produce goods, whether physical or natural, to get more to market at a lower cost. After the world economy became industrialized, business leaders started to adopt this concept wholeheartedly over the past decade, because they needed help to manage the interactions between system and humans. This discipline is called business process management (BPM).
Business value
The business scenario in this guide involves a warranty reporting solution that accepts post-purchase claims for product repair or replacement from a customer and processes all claims by using an online reporting tool. This tool is the front end to a software solution that uses information that is provided by the customer by using the warranty claim to determine the appropriate course of action that the business should take (refund, repair, or replacement) and to track and report claim trends. Through this analysis, product teams and managers can understand common problems in order to correct or improve the problematic feature or functions in future releases.
The scenario consists of the following steps:
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