IBM Content Manager, Version 8.5.0.3

Planning process flow

Create a flow diagram of the business process by understanding the goal of the business process and the required steps to reach the goal.

Before you begin to define a document routing process, you must analyze the work that your business performs, where and how it is performed, and by whom. An administrator or business analyst does this planning step.

Begin planning your document routing process by creating a paper flow diagram of the business process that you want to automate. You can begin with an abstract view of the process and then provide more detail as you interview the people who are involved in various steps of the process.

Consider how you want information and activities to flow. Where does the input originate? What is the final product? The final product might be the result of all the work accomplished by your business, by one department in your business, or by certain employees from different departments.

From your process flow diagram, you can also begin to identify the work nodes (work baskets, collection points, and business applications), any decision points, and any subprocesses required for your process. You can also identify points in your process where the process splits into parallel routes and then where it joins back into a single route. You define these document routing elements when you build your process, but you need to know what they are now so that you can plan the correct authorization for those elements.

Scenario: The XYZ Insurance Company has an automobile claim process for paperless claim processing. They have a well-defined, multiple step claims submission, review, and approval process that results in the claims being approved or rejected. The process involves agents, adjusters, underwriters, accountants, and assistants. The final product of the claims process is a check or rejection letter that is sent to the policy holder.

Figure 1 shows the claims process at a high level.

Figure 1. Flow diagram of the XYZ Insurance Company's claims process The flow branches once for the claim amount (less than or greater than $1000) and again later based on whether the claim is approved or rejected.

The flow branches once for the claim amount (less than or greater than $1000) and again later based on whether the claim is approved or rejected.

The XYZ Insurance Company's claims process includes the seven steps described in Table 1.

Table 1. Steps in the XYZ Insurance Company's claims process
Step	Description	Corresponding flow diagram element	Necessary document routing elements
1	The process starts when an auto claim form is submitted, scanned and assigned by the system to a claim application folder based on the claim number and started on the auto claims process.	Start node	Start
2	The claim form inside the claim application folder is received by an insurance agent, who verifies the claim applicant's information and enters a claim amount value in the system.	Submit claim box	Work basket
3	The claim application folder is received and reviewed by the claims adjuster. The adjuster assesses the damage to the automobile, and submits a adjuster report with any pertinent photographs.	Adjuster report box	Work basket
4	The process waits for all claim application documents (including claim forms, adjuster reports, police reports, and automobile photos) to be added to the claim application folder before continuing.	Wait for documents box	Collection point
5	XYZ Insurance has two review processes for auto claims depending on the amount of the claim: Less than $1000 If the claim is for less than $1000, the claim undergoes a short review process. This alternative corresponds to the Review small claims box in the flowchart. More than $1000 If the claim exceeds $1000, then the claim undergoes a complete review. For a complete review, two routes occur simultaneously: The insurance claimant's background is checked for possible insurance fraud. The result of this search is stored in the system. The second route is a full review by the underwriter, who reviews the claim application (including supporting documents) and approves or rejects the claim.	Review small claims box or Fraud check and Review large claims boxes	Decision point (claim amount) Split large claim review Business application (fraud check) Work basket (underwriter review) Join large claim review Work basket (small claim review)
6	The process branches depending on whether the claim was approved or rejected: Approval If the underwriter approved the claim application, the claim application folder proceeds to the accountant, who processes a check to pay for the claim submitted. Rejection If the underwriter rejected the claim application, the claim application folder proceeds to the assistant, who sends a rejection letter.	Pay claim box or Send rejection letter box	Decision point, subprocess, work basket
7	The claim application folder proceeds to the end of the process.	Stop node	Stop