decision service

Using Decision Management to make sure your agents can handle any call

May 17, 2011

I got an invite to a webinar on this topic the other day. The invite had some questions for you to ask yourself about your call center agents and how effective they would be if:

They could act the way you wanted them to every time
They didn’t have to have post-its or cheat sheets
They didn’t need [...]

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Newly updated white paper – Putting Predictive Analytics to work in Operations

May 15, 2011

As part of our ongoing efforts at Decision Management Solutions to promote the discipline of Decision Management we have been updating our white papers. I already blogged about a new white paper focused on Business Process Management – The Decisions at the heart of your process – and our update of Maximizing the value of [...]

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Extracting and designing a cross-channel decision in Insurance – an example

May 11, 2011

Some weeks back I wrote a series of posts on the role of Decision Management in Insurance. One post was called multi-channel distribution and customer communication and outlined how Decision Services that automate customer decisions improve customer treatment in a multi-channel world by improving their accuracy, timeliness and consistency.
The diagram at left shows how this [...]

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More on the relationship between Decision Management and BPM

May 10, 2011

There’s a great article over on IBM’s Good Decisions blog called “What’s Decision Management got to do with Business Process Management?” The article lays out a nice scenario for Decision Management and differentiates between business event processing, business rules management, analytics and business process management. It is definitely worth a read. There are a couple [...]

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Some thoughts on using analytics about your staff to improve customer treatment

May 9, 2011

Some time ago I wrote piece about Talent Analytics. After some discussions with them I realized that my thinking about talent or HR analytics has been too limited. Sure, I have seen how it might help with the kind of recruiting, team management and merger assessments that Talent Analytics does. But Talent Analytics made the [...]

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New White Paper: Maximizing the Value of Business Rules

May 6, 2011

A new white paper is posted to Decision Management Solutions company site, “Maximizing the Value of Business Rules - Decision Management streamlines and focuses business rules projects for faster, more effective deployment“.
Summary: Business rules management systems deliver on the promise of costs savings, agility and happy customers. Yet for many companies, business rules efforts remain point solutions. [...]

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In-database analytics and Decision Management

May 3, 2011

One of the hot topics these days in analytics is “in-database” or “in-warehouse” analytics. I have blogged about multiple products in this space including the work SAS has done with Teradata, Aster, DB2 , Netezza  and Greenplum, the work Revolution Analytics has done with Netezza, Angoss and FuzzyLogix (described in this report). With all this [...]

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New White Paper: Decisions at the Heart of Your Processes

May 2, 2011

A new white paper is up on Decision Management Solutions company site, “The Decisions at the Heart of Your Processes - How Decision Management simplifies business processes and improves results.” It is a companion paper to the workshop I gave last week at Gartner BPM 2011.
Summary: Companies applying Business Process Management can create simpler and more [...]

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Role of Business Intelligence in process improvement

April 29, 2011

Bill Gassman spoke on the role of Business Intelligence – BI – in process improvement. Bill means “big BI” – everything to do with intelligence about your business, the discipline of BI and analytics, not just a “BI” product. The road to intelligent operations he says has “haves” and “have nots” – some have BI [...]

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Rapid Fire Business Rules at Gartner BPM

April 28, 2011

Roy Schulte of Gartner gave a rapid fire session on business rules. Business rules he says can be used in multiple ways in a Business Process Management context. It can be used to make applications smarter and more flexible by externalizing rules. You can also use them to control process flow. And you can use [...]

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Business Rules Forum Workshop: Decision Management – Practical Steps to Get More From Your Business Rules Investment

April 26, 2011

[ October 31, 2011; 10:30 am to 1:30 pm. ] I am giving a workshop on Decision Management: Practical Steps to Get More From Your Business Rules Investment Monday October 31, 1:30-4:30pm Eastern at the Building Business Capability 2011 conference in Florida. The business rules approach, and business rules management systems, work. Organizations adopting them show clear benefits and a positive return on investment. Practical [...]

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Managing (and automating) scattered policies

April 21, 2011

Michael Rasmussen had a great post recently – Hordes of Policies Scattered Across the Organization – in which he had a great list of the challenges with risk management policies. Now Michael’s view of Governance Risk and Compliance (GRC) is a little different than mine but he is spot on with this list of issues. [...]

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IBM Business Process Manager 7.5

April 12, 2011

The new Business Process Manager 7.5 brings together the WebSphere Lombardi Edition and WebSphere Process Server in a single go-forward product. IBM wanted to bring the power of the WPS runtime and the simplicity of the Lombardi platform while significantly improving design time governance and end to end  visibility. The new product has:

Process Server
The evolution [...]

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Decision Management: Orchestrating Consistent Enterprise-Wide Decisions

April 11, 2011

As companies move to this more changeable, uncertain world that requires a coordinate extended enterprise, it is essential to manage decisions as well as processes – not by using process management to manage decisions but by managing decisions alongside processes. These operational decisions – micro decisions – are the front line in driving business agility [...]

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Separation of concerns and the Service-Oriented Business Process

April 11, 2011

Nicklas Holmberg from the Lund School of Economics and Management in Sweden presented on the importance of separation of concerns in business process design. His work has been in healthcare, particularly around a system for vaccination management, and is focused on business rules and a business rules-centric approach to designing services and processes.
Nicklas began by [...]

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First Look Corticon 5

April 5, 2011

A long established vendor in the business rules management space, Corticon describe themselves as focused on delivering better, faster decisions by automating business rules. They have 450+ customers across insurance, financial services, government, health and ecommerce and say they have seen rapid growth in revenues in 2010 and into 2011. They have just announced Corticon [...]

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Decisions in IBM WebSphere/ILOG BRMS

March 23, 2011

Christian de Sainte Marie from the ILOG group at IBM presented to the OMG Decision Model Notation day on the role of decisions in the ILOG Business Rules Management System. Christian started by describing a BRMS (see my brief on what is a BRMS) and the ILOG BRMS in particular. He drilled down a little [...]

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Jan Vanthienen on Decision Tables

March 23, 2011

Jan Vanthienen of the University of Leuven presented to the Object Management Group’s session on Decision Modeling Notation. He began by discussing how business processes need flexibility and this means you cannot hard code rules and decisions in your processes – processes often don’t change even when the decisions within them do. Rule Tasks in [...]

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Decision Management and Insurance – Capitalize on Intelligence to Manage Losses

February 23, 2011

Many insurers have been investing heavily in claims systems to reduce costs and improve efficiency, implementing claims processes and web-based claims systems. These validate claims before submitting them and use workflow to reduce costs and improve efficiency. The growth in data volume in claims has led to increased use of analytics and using claims data [...]

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Decision Management and Insurance – multi-channel distribution and customer communication

February 22, 2011

Insurers face an explosion of direct sales channels: websites, mobile and call centers, with the rapidly evolving world of social media opening up even more opportunities. Driving consistent customer treatments and profitable direct sales across dynamic distribution channels, while effectively managing risk, is a huge challenge. As Deb pointed out, linking all customer communication together [...]

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