DITA meets BPMN

1. By France Baril DITA meets BPMN

2. “Ce qui se conçoitbiens’énonceclairement et les mots pour le dire viennentaisément.” Nicolas Boileau-Despréaux Prolog • What is well understood is clearly told, • and the words to say it flow with ease.

3. Global corporate knowledge Immediate project • Support work activities(Know how) • Support decision making(Know why) • Increase findability(Gotta find it first!) • Existing PIPP product • New processes • New system that • Stores documents • Assigns tasks to users • Allows users to perform tasks • Allows users to forward tasks • Tracks case history Context Times 2

4. SMEs know about exceptions… Meeting with A SME

5. With many operations, rules and exceptions: It manages tasks of all team members It manages documents The mailroom has to send all documents to the scanning unit The scanning unit has to classify all documents in the system, nobody else can scan/add metadata to documents document a system…

6. With many operations, rules and exceptions: • It manages tasks of all team members • It manages documents • The mailroom has to send all documents to the scanning unit • The scanning unit has to classify all documents in the system, nobody else can scan/add metadata to documents • Self-employed claimants are managed differently • There is an entire process to identify how much income replacement they get, that’s really complex because they don’t make a consistent wage, also if they have been in business for less than 5 years… Document a system…

7. You’ll see, there are so many operations, rules and exceptions: • It manages tasks of all team members • It manages documents • The mailroom has to send all documents to the scanning unit • The scanning unit has to classify all documents, nobody else can scan documents • Can you say that self-employed are managed differently • There is an entire process to identify how much income replacement they get, that’s really complex because they don’t make a consistent, also if they have been in business for less than 5 years… • When claimant is eligible to PCA, meet to fillPCA form, and explain PIPP and PA • When claimant is eligible to IRI, meet to fillIRI form, and explain PIPP and IRI • When claimant is eligible to Dependant Care, meet to make evaluation • For minors there are extra forms for the legal guardian • If the claimant has a criminal record, they may not receive the full amount • If the claimant has a second accident, the cases need to be merged into a single claim • There are 12 types of entitlements and they all have different eligibility rules, forms and life cycles • Some entitlements require that service providers like chiropractors and athletic therapist be registered within the system • The case manager may fill the forms, but the claimant may also fill and mail them • Some types of claims don’t need to be assigned to a case manager • Supervisors have to approve a claim over X$ • If some who has income replacement is over 65 and has been receiving compensation for more than 5 years, there are some • If a person was taking care of sick family members or kids and can no longer fulfill that role… • The case manager has to call a new claimant within 48 business hours, else… • Every year, retirement benefits has to be indexed, but not … • Claimants can appeal a decision, there is a process for handling appeals • If the organization or the claimant doesn’t agree with the appealed decision, they can appeal to another court instance • If the organization of the claimant doesn’t’ agree with the second appeal decision, they may appeal it to a different court instance • To get compensations, the claimant must be a state resident • There are rules that define who may be considered a resident • If the claimant was injured on the road at work, they may instead get compensated by the worker’s board, In that case… • There are entitlements that apply to the loss of an animal, rules… • To open a fraud investigation, you must send a request to the SIU. • Investigations are not done through the system, but the reports need to be stored there • If the claimant gives the document to the case manager, the case manager has to forward them to either the mailroom or the scanning unit • If the claimant’s injuries occur out of province, then the out-of-province unit has to get involved • Grief counseling is not normally for the claimant, it’s for its family, although if the claimant loses a person or an animal, they may also get grief counseling document a system…

8. What is it?

9. I want it all! big picture and details

10. Understand how/why people use the system you document • Create topics that make sense on their own • Create topics that make sense globally • Build context that linearity used to bring • Build meaningful relationships • Don’t rewrite the entire context in each topic • Optimize reuse • Work as a well orchestrated team • I write this topics • You write this topic • We don’t duplicate • We don’t let important elements through the cracks With DITA we want, but it’s hard to:

11. Identify the sequence of operations • Who does what when? • What comes before or after what? • Identify when each actor enters/exits the system • Start + end point • What they need to perform between these points • Identify reusable sub-processes • Separate tasks from the business decisions/rules • But maintain the link between the 2 • Split business and system tasks BPMN can help to…

12. Start Activities End BPMN: A simple sequence

13. Message BPMN: EVENTS

14. BPMN: Processes, actors and communications Mail: Info package … Call xxx-xxxx Make a claim Claimant Send forms Accident In IC2, enter… CC Agent Register FNOL Call close Call: FNOL

15. BPMN: Processes, actors and communications Mail: Info package … Call xxx-xxxx Make a claim Claimant Send forms Accident In IC2, enter… CC Agent Call close Call Register FNOL In IC2, scan… IC2 task: evaluate case Mailroom Mail: forms

16. Define the process scopeFrom road accident to end of compensations Draw the happy path (high level)Make claim. Is eligible. Receive compensation. End. Add exceptions to top level happy pathIs not eligible. Expand sub-processes to show detailsTo make claim: call, fill and send forms… Add message flowsOrg. receives form from claimant; org. sends payment to claimant. The 5 steps from Method and Style by Bruce Silver

17. Not about how to do it. • About what happens before what. • It tells when to apply my know how. • Not about making decisions • About when decisions are made. • About what happens when decisions are made. BPMN diagram is all about when…

18. Users need to know HOW TO USE THE SYSTEM Users need to MAKE DECISIONS Users need to HOW TO FILL FORMS  We’ll add them IN CONTEXT But…

19. Graph: how to use the system Mail: Info package … Call xxx-xxxx Make a claim Claimant Send forms Accident In IC2, enter… CC Agent Call close Call Register FNOL In IC2, scan… IC2 task: evaluate case Mailroom Mail: forms

20. Graph: How to make decisions Decision: Eligibility Happy path Is eligible? Yes Review file for eligibility … Review case Case manager IC2 Notification: Files received No Decision letter Alternate path

21. Decisions & business rules Decision model, methodology from Barbara von Halle and Larry Goldberg Determine eligibility Conclusions Road injury Conclusions Manitoba resident Proof – Birth date Proof – Entitlem. Proof – P. addr. Business rules … • Proof - Birth date • Proof - Identity • Proof - Perm. address • Proof - Entitlement to be in Canada … … Conditions Facts Proof – Identity • Proof - Legal name • Signature • Photograph • Valid Canadian passport • Secure Certificate of Indian Status issued by the Government of Canada • Permanent resident card issued by Immigration…

22. (How to fill GUI) How to fill forms Mail: Info package … Call xxx-xxxx Make a claim Claimant Send forms Accident Forms: Init.Pack In IC2, enter… CC Agent Call close Call Register FNOL In IC2, scan… IC2 task: evaluate case Mailroom Mail: forms

23. Processes & audiences  Pools & Lanes! Mail: Info package … Call xxx-xxxx Make a claim Claimant Send forms Accident Forms: Init.Pack In IC2, enter… CC Agent Call close Call Register FNOL In IC2, scan… IC2 task: evaluate case Mailroom Mail: forms

24. IA on managing corporation knowledge The long term perspective

25. Global corporate knowledge Immediate project • Support work activities(Know how) • Support decision making(Know why) • Increase findability(Gotta find it first!) • Existing PIPP product • New processes • New system that • Stores documents • Assigns tasks to users • Allows users to perform tasks • Allows users to forward tasks • Tracks case history Context Times 2

26. To better connect information with business: • Close to user’s everyday job and context • Provides business knowledge that leads to business intelligence • Know how • Know why • Understand impacts on the system as a whole Why BPMN?

27. With diagrams: • It’s harder to forget to add or remove links. • The domino effects of change are easier to identify. • It’s easy to get back into context.After 2 years; even if you missed the 1st round. • As with relationship tables: • I can have different rel. for different contexts Easier than rel. tables

28. For links that are not as well represented • History of business rules • Decisions about forms • Contact/No contact • Adult/Minor • Hierarchy of roles Complete with Maps/rel. tables

29. Change decision rules Change processes  Change system Change to system fields and/or look  Change to process Increase agility, limit domino effect. Easier maintenance

30. Separate different information types Focus on tasks first (BPMN = process = task) Stick with DITA/Doc. best practices

31. Writers on system project Immediate objectives

32. Global corporate knowledge Immediate project • Support work activities(Know how) • Support decision making(Know why) • Increase findability(Gotta find it first!) • Existing PIPP product • New processes • New system that • Stores documents • Assigns tasks to users • Allows users to perform tasks • Allows users to forward tasks • Tracks case history Context Times 2

33. Identify where tasks start and end • Limit overlaps • Don’t let info slip into the cracks • Limit rewrite (pseudo topics)Work on terminology and language after the message for each topic is clear Split tasks efficiently

34. With the global picture and the happy path,we found repetitions: • Requests for calculation • Requests for health evaluations • Mailroom/Scanning unit job • Send decision letters from templates • Opening and closing a task in the system • Recurrent business rules/decisions Where to reuse?

35. Pools and linked objects = How much work • Get more predictable timeline • Adapt resources • Identify risk Where information is confused or incomplete Scope/manage the project

36. WHERE Exactly is my output?

37. BPMN graphs and DITA topics

38. ContextA client calls for FNOL. • In IC2: • Click FNOL. Result:IC2 displays Page X. • Fill page X and click Next.Info: Field list and descriptions.Result: IC2 displaysSummary page. Result: The initial forms are mailed to the claimant. Register FNOL, an example CC Agent Register FNOL Call: FNOL In IC2, enter… Call close

39. ContextA client calls for FNOL. • In IC2, enter the FNOL information.Enter FNOL information in IC2 Result: The initial forms are mailed to the claimant. Register FNOL, another option CC Agent Register FNOL Call: FNOL • Enter FNOL information in IC2 • Click FNOL. Result:IC2 displays Page X. • Fill page X and click Next.Info: Field list and descriptions.Result:IC2 displays Summary Page. In IC2, enter… Call close

40. ContextA client calls for FNOL. In IC2, enter the FNOL information.Enter FNOL information in IC2 Result: The initial forms are mailed to the claimant. And lets not forget…

41. conclusion

42. BAs need to understand the present to improve processes for the future And maybe, we can help Bas BPMN DITA

43. “Ce qui se conçoitbiens’énonceclairement et les mots pour le dire viennentaisément.” Nicolas Boileau-Despréaux So… • What is well understood is clearly told, • and the words to say it flow with ease.