IBM Operational Decision Manager
This is the decision management product that defines the rules for the warranty application. It includes business rules (such as if the value of a warranty claim is greater than $1,000 then set manager approval to mandatory) and business events (if the number of warranty claims of the customer within the last month is greater than 4 then send a request to the call center to contact the customer). The decision management capabilities are combined with Business Process Manager to incorporate business rules through a decision service.
IBM Business Process Manager
This manages the core business process flow of the warranty solution and acts as the choreographer of process steps and activities. It includes coaches to aid with tasks to be completed by people, calls to external services, and integrates with the decision management components to ensure the process behaves in a certain way based on a set of rules and events.
IBM Cognos Business Intelligence
This is where the insight comes in. We use Cognos Business Intelligence to elicit insight through the creation of reports that are gathered from the data and events collected by the warranty reporting system. This information is presented through dashboards and allows us to track metrics such as the number of claims being approved, and the products with the most approved claims. We can use these metrics to make changes to our business, such as altering the pricing of warranties, or dropping support for a frequently failing product altogether.
Martin Keen is an IBM Redbooks Project Leader. He leads publications on many areas of IBM middleware. Follow Martin on Twitter at@MartinRTP.
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