2. Enabling Flexibility of Business Processes Using Compliance Rules
Enabling Flexibility of Business Processes Using Compliance Rules. The Case of Mobiliar
Thanh Tran Thi Kim,
Erhard Weiss,
Christoph Ruhsam,
Christoph Czepa,
Huy Tran, Uwe Zdun

3. INTRODUCTION

4. Introduction Die Mobiliar “Mobiliar Korrespondenz System” (MKS)
Swiss private multiline insurance organization, 1.7 million customers
Business document generation processes are of highest importance as they are the “business card” of an insurance company
“Mobiliar Korrespondenz System” (MKS)
Based on the Papyrus Customer Communication Platform
Document generation driven by Wizard processes
All business correspondence including online and in-document editing, printing and e-delivery
Clerks are guided at runtime through predefined process steps
Retrieve customer specific business data via web services from different back-end systems to include into the document process
Back-end processes control the document delivery

5. SITUATION FACED

6. Situation faced Clerks generate documents based on wizards
Guidance through rigidly predefined steps
Data retrieved at runtime from different back-end systems through SOAP services
Business administrators define documents and wizards at design time
Business departments define Wizard steps with forms and conditions
Control of the change management and release process
Rigid processes hinder business agility and innovation
How can the solution be extended to support flexibility at runtime to respond better to customer situations?

7. ACTION TAKEN

8. Action taken Adaptive Case Management (ACM) for goal orientation
Enable flexibility by business compliance rule definitions
Under control and administration of business departments
Combine process support and flexibility by consistency checking techniques
Enable business departments to react quickly to rapidly changing insurance market requirements

9. Approach Constraint specification language MKS operating principle
Runtime
Design time
Process Instances
Process Templates
Automatic instantiation
Runtime
Design time
Business
Administrator
Clerk
Goal Instances
Goal Templates
Automatic and ad hoc instantiation
Process Instances
Process Templates
Constraint specification language
Task Instances
Task Templates
Expressed by a constraint specification language, built upon temporal logic patterns
State-based rules
Data-based rules
Consistency Checking System
Consistency checking solution
(LTL, CEP)
On-the-fly checking
Model checking
Rule Collection

10. Redesign Wizard Process
Typical wizard process structure O F G A K L C B X Z Y
Goal 1
Goal 2
Sub-process
Rules
a) Typical MKS processes
b) Flexible MKS processes
Not overlapped
Redesigned wizard process structure

11. Ensure Business Compliance
Compliance Rules for ad hoc tasks by business administrators
Stemming from laws and regulations of the insurance industry
Rules define the occurrence and order of tasks and goals
Users can add ad hoc tasks as needed as long as they are not violating rules

12. Flexibility: „Guide, but not force“
Clerk decides for additional ad hoc tasks
Predefined task by Wizard process

13. RESULTS ACHIEVED

14. Results achieved Enable ad hoc changes at runtime
Wizards transformed into goal-oriented ACM cases
Clerks follow processes but can add flexibly new ad hoc actions
Simplification of the wizard processes
Reduce the number of process templates
Reduce maintenance efforts

15. Results achieved Business compliance guaranteed
Behavioural consistency checking of ad hoc actions at runtime
Structural process model checking at design time
Benefit for release and change management
Process definitions by business staff
No IT involvement
Deployment of rules and tasks under control of business departments

16. LESSONS LEARNED

17. Lessons learned Focus on customer experience
Customer-oriented decisions raise service quality
Flexibility is a paradigm change
Gradual adoption by business departments
Compliance Rules
Natural language rule editor for business staff
Definition of business terms through domain-specific ontologies