© ELO Group BPM Seminar – October 2010
1
Esteja na direção
“A melhor maneira de prever o futuro
É cria-lo”
Peter Drucker
© ELO Group BPM Seminar – October 2010
2
O Token: De Esquecido a Reverenciado
- Ou: A conexão das coisas
© ELO Group BPM Seminar – October 2010
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Exemplo 1: Q Card
© ELO Group BPM Seminar – October 2010
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Exemplo 2: Paypal's Bumper Payment
© ELO Group BPM Seminar – October 2010
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Exemplo 3: Monitorando o Bijlmer Euro
© ELO Group BPM Seminar – October 2010
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The provision of context information as
a competitive advantage,
or the story of the ’Twitter Poster Boy’
(NYT) Curtis Kimball.
© ELO Group BPM Seminar – October 2010
© ELO Group BPM Seminar – October 2010
Acompanhando uma parte
- usetrackthis.com
© ELO Group BPM Seminar – October 2010
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Twitter – Monitoramento de Processos como um
Serviço
© ELO Group BPM Seminar – October 2010
10
Modelo de Monitoramento de Processos via
Twitter
You follow 3 processes
Processes / Name
Traumatology @ PAHospital
3.2.4 Emergency Room | Brisbane, Australia
New role assigned to patient triage
Security Check @ Brisbane Airport
BAC 1.3.4 Security Check | Brisbane, Australia
Average Throughput time for all activities updated
Comi ngf r om Ca
l i ms Managem ent
I nves
t i gate n
i j ur
y
n
I vest g
i at e
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la
i bi il y
t
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At var o
i us s
t agesot her t han
h
t e expli cit y
l shown
events/ n
i t er
f acesLegal S uppor
t
mi ght ber equi r
ed.
Fi e
l r efer r
ed t o
Legal Suppor t
( post C C)
Ca
l i m not sett e
l d
/ Li it gati on
com m enc
ed
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Legal Suppor t
Fi l er efer r edt o
Legal Suppor t
( post u
j dgement )
pr o
i r t o CC
Legal Suppor t s
i aser vice pr
ocess h
t at can
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t
r
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t i sa ser
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ocesst hat can
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.
bet r g
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t an oneot her pr ocess.
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t Legal Suppor
t k
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t keep n
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Legal Suppor t you havet oj um pback o
t h
t at
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Legal S uppor
t you havet o u
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t t hat pr oces
s.
e
l gal
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Det er
mn
ie y
t pe
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Legal S upport
Legal Access
Legal base
La s
t ch ange: 2004- 05-13 17:06: 13
r
equi r ed
Receipt
if e
l
Legal
Assist ant
A l f uncti onsi nt his pr
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i ed
out bya Soli cit or i f not shown othe r
w s
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D s
i cussi ssue
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i e if e
l
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al
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el evant
Legal
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o
fr
Legal
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h
t e whol epr ocess
Legal Refer r
al
r
equi r ed
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ue does not
r equir el egal
Fil ei sLegal
R efer cl aim
Fil ei s
Co mpul sor
y
Fi e
l s
i Lim ti ati on
Fi e
l s
i Lit g
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in
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al
Fil ei sSETT
Confer ence
Revi ew
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r efer r al
Legalbase
o
t
Legal base
Legal Ser vi c
e s
Pr ovide ver bal
advi cet oC a
l i ms
Legalbase
Legal base
Legal base
Al o
l cat ef li e
Al o
l cat ef li et o
Fi e
l s
i al o
l cat ed
Cl aim sHandl er
A l ocate fi le to
Legal Panel
Al ocate fi le
e
Lgal Pa nel
Legal
Assist ant
Handl er
Legalbase
D eter mi nei f
Recor d
Legal Access
R ecor
d
Legal bas
e
Re o
c d
r
Recor dl ti g
i at i on
dr v
i er s
r es
ear ch s
i
r equir ed
consult at o
in
Let e
tr
compl eted
of
Gener ate e
lte
t r of
L
egal
i nstr uct o
in
Assi s
t ant
Resear
ch i s
r equir ed
MS Out look
dr i ver
s
Li as
i on wit h
Cl aim ant / Agent
not r equir ed
i nter nal
par
t ici pant s
Gener at el ett er of
Lett er of
in tsr ucti on
Legal
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i sta nt
clai man t/ agent
Gener ate
Al l oc
at i on
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Send fi le and
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t ke e
l gal
r es
ear ch
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wi thout cour t
e
l t t er
let ter t o Legal
Panel
Resolut ion
ap
pl icat ion
Gener ate let ter
confi m
r ing
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i Docs
appli a
ct i on
EngageExt er nal
Qual it yi snot
Ag e
r e onSE TT
Acti onP lan in
appr
opr iat e
m eeti ng
Legal base
Assista ncei s
e
r qui r ed
R ecor
d r etur n of
f il e
Legal Br ief
Telephone Legal
Pr ovider t o
di scuss
St andar d03
l ett er
att endance
Engage Ext er
nal
Pr
ovi der
pr
ovi der
Com plet e SETT
MS R
Com pul s
or y
Conf er ence
Pr
ocedur e
advice
Com plet e
com pulsor y
confer encing
r eview
CC Re v
i ew
Legal base
r ef er
r al
compl eti on
Per for m oth er
acti onsi f
r equir ed
Pr ovide wr i t en
Ret ur
n f li et o
cl aim shandl er
Acti on Plan
Plan
Cour t Or der
deci sion
Advice
Re c
or d date of
Legal
Legal
Assist ant
Legal
Assist ant
QM S
Payment Claims @ QUT
A ddit ional
Inf or mat ion
r equir ed
Receive legal
advi cef r om
ext er
nal pr ovider
SE TTAct ion
At tend cour t
R eceive cour
t
decisi on
Recei vecour t
Legal S er
vi ces
Legal
Manager
CTP Cla im s
Team Leader
Legal Advi e
c
fr om exter nal
i Docs
Legal
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Standar d 03
l et e
tr
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iD ocs
r equir ed
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t
outcom e
n
i wr ti n
ig
CTP Cla im s
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sr
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( CD07)
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t
not r
equi r ed
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c
l ai mant a
/ gent
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m
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at el et e
t rt o
c
l ai mant a
/ gent
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50
% n o.. .
Exter nal
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e
r qui e
rd
fr
om ext er nal
pr ovider
C our
t at e
t nd ance
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Revi ew fi le
Ad dit ional
Q uali ty of
Legal advi ce
Q uali ty is
appr
opr iat e
Exter nal
exter nal pr
ovi der
Al locat ion For m
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r equir ed
Checkqual it yo f
l egal advice
R eceive cour
t
appl i a
ct i onf o
rm
lcai mant
Pr ovider
Recei vel egal
advice r
f om
Legal Ad v
i ce
Ser
vi ces
Fil eRevi ew
e
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CC Review
r equir ed
C
( D07)
Standar d 03
l et e
tr
Legal
Receive CC
r evi ewf r om
Legal
Assi stant
agr
eem ent
Ext er
nal
Assi s
t ance s
i
Legal Br e
if
r equir ed
Legal
Ass
i sta nt
CC Review
r equi e
r s cour
t
appli a
ct i on
pos
si ble
St andar
d 03
Ext er
nal
A ss
i stance i snot
Legal base
QMS
Inst r ucti on
Cont act
Send e
l t t er o
t
Legal Panel
A gr
ee to meet i ng
detai ls wi th
i Docs
e
r qui e
rd
I nstr uct o
in
Resear chi snot
r equir ed
Legal base
com pul sor
y
confer ence
Li as
i onw ti h
Cl aim ant / Agent
i Docs
Legal Access
Legal base
QUT 2.4.6 Business Rule | Brisbane, Australia
Com esback o
t wher e ti w asi nit a
i t ed
Legal Suppor t
Legal Suppor t
Legal Suppor t
Legal Suppor t
Legal Suppor t
AdhocLegal
I( njur y)
com plet ed
L
( i abil ti y)
com plet ed
p
( ost C C)
com plet ed
r
ecei ved p
( ost
j udgm ent)
( post Lit g
i a it on)
com plet ed
pr o
ir o
t CC
com plet ed
S uppor t
com plet ed
I nvesti gate n
i j ur y
Legal Suppor t
n
I vest g
i at el a
i bi il y
t
At var i ousstages other
h
t an t he
expl c
i i lt yshow n events/ n
i t er
f aces
Legal Suppor t m g
i ht j um pback o
t h
t at
pr ocess.
Goback o
t Cl aim sManage ment
© ELO Group BPM Seminar – October 2010
New Policy for hospitality claims from 6 August 2009
11
Por quanto tempo?
© ELO Group BPM Seminar – October 2010
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Aplicativos de Iphone/ Ipad: Tempo de espera
da DL
© ELO Group BPM Seminar – October 2010
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Monitoramento de Processos pela Multidão
© ELO Group BPM Seminar – October 2010
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Monitoramento de Processos pela Multidão
© ELO Group BPM Seminar – October 2010
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Como isso poderia ter sido evitado?
© ELO Group BPM Seminar – October 2010
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235,147 Aplicativos…e nenhum processo
© ELO Group BPM Seminar – October 2010
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A Cadeia de Valor do Natal
© ELO Group BPM Seminar – October 2010
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A Cadeia de Valor de uma Viagem
© ELO Group BPM Seminar – October 2010
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Processos Suportados por Aplicativos
© ELO Group BPM Seminar – October 2010
Comprando uma Casa
Coreografia do Processo como um Serviço
© ELO Group BPM Seminar – October 2010
21
Modelagem Colaborativa
© ELO Group BPM Seminar – October 2010
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Exemplos
- Oryx, Gravity, Lombardi
© ELO Group BPM Seminar – October 2010
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MS Surface – O que ele pode fazer por você?
© ELO Group BPM Seminar – October 2010
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O que você está trazendo para a minha mesa?
© ELO Group BPM Seminar – October 2010
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Saiba mais: BPMVE.ORG
© ELO Group BPM Seminar – October 2010
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Mais ideias
- Siftables: Componentes de Processos
© ELO Group BPM Seminar – October 2010
27
Prof. Michael Rosemann, PhD
BPM Research Group
Information Systems Discipline
Faculty of Science and Technology
Queensland University of Technology
E-mail:
Web:
Twitter:
[email protected]
www.bpm.fit.qut.edu.au
twitter.com/QUTBPMGroup
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© ELO Group BPM Seminar – October 2010