2011 Global Awards for

Excellence in

BPM & Workflow

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WelcomeThe Awards Ceremony will begin at

12 noon EST, 9 am PST and 5 pm GMT

Duration: About 45 minutes

Agenda• Introduction• Awards Assessment Criteria• Global Finalists• Industry and Awards Trends• Presentation of Gold and

Silver Awards by region

2011 Global Awards for Excellence

in BPM & Workflow

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Awards Introduction

Presented by, Nathaniel Palmer

Industry Analyst Executive Director,

Workflow Management Coalition

19th Annual Awards for Excellence in BPM and Workflow

Judges: Nathaniel Palmer, Cor Visser, Ken Mei, Ramsay Millar Lead Judge: Keith Swenson, Chair WfMC

Awards Director: Layna Fischer Future Strategies Inc

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InnovationInnovation

ImplementationImplementation

Recognizing Excellence in BPM & Workflow

Europe North America Middle East/Africa Pacific Rim South and Central America

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Assessment Criteria

Innovation• Innovative use of BPM technology to solve unique problems • Creative and successful implementation of advanced BPM concepts • Level of integration with other technologies and legacy systems • Degree of complexity in the business process and underlying IT architecture

Implementation• Successful BPM and/or workflow implementation methodology • Size, scope and quality of change management process • Scope and scale of the implementation (e.g. size, geography, inter-company processes)

Impact• Extent and quantifiable impact of productivity improvements • Significance of cost savings • Level of increased revenues, product enhancements, customer service or quality

improvements • Impact of the system on competitive positioning in the marketplace • Proven strategic importance to the organization's mission • Degree to which the system enabled a culture change within the organization and

methodology for achieving that change

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Finalists 2011

See www.BPMF.org for Press Release

Europe• Arbejdsmarkedets Tillægspension (ATP), Denmark nominated by ATP,

Denmark• Avio SpA, Italy nominated by EKA Srl, Italy• HanseMerkur Insurance Group, Germany nominated by inubit AG,

Germany• Homeloan Management Limited (HML), UK nominated by IBM, USA• Jardine Lloyd Thompson Group PLC, UK nominated by HandySoft, USA• Toyota Spain, Spain nominated by AuraPortal USA, USA

Middle-East Africa• Ecobank LLC, Senegal nominated by Newgen Software, India• Riyadh Military Hospital, Saudi Arabia nominated by Bizagi, United

Kingdom…./ continued

Finalists 2011 continued

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North America• Danfoss Power Electronics, USA nominated by Aalborg University, Denmark• Farmers Insurance, USA nominated by Pegasystems, USA• National Institute of Mental Health, USA nominated by BP Logix, Inc., USA• Prudential Group, USA nominated by Pegasystems, USA• San Joaquin County Information Systems Division, USA nominated by Oracle, USA• U.S. Navy, Naval Special Warfare Group Four, USA nominated by HandySoft, USA

Pacific Rim• Audi Japan KK, Japan nominated by Bizagi, United Kingdom• Viteos Capital Market Services Ltd, India nominated by EMC, USA

South and Central America• Carbones de Cerrejón, Colombia nominated by Bizagi, United Kingdom• Comisión Nacional del Agua, Mexico nominated by PECTRA Technology Inc, USA• Grupo Hospitalar Conceição, Brasil nominated by H&R Consultores, Brasil

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Industry Trends

Big Data and Event Processing

Mobile Applications

Social and Consumerization

Dynamic and Adaptive Case Management

Greater Rules and Process Integration

Continued and Growing Emphasis on BPMN

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Trends Seen From the Entries

Platform Leverage - different processes have been automated cost effectively under the same platform

Enterprise-wide - interdisciplinary teams in different departments working closely together on completely new things and in completely new ways of thinking in technology and business models.

Case Management - ACM and dynamic case management becoming more commonly deployed

Financial Services still the most active sector in BPM deployment

Opportunity Ahead – legacy dependence on spreadsheets and paper-driven manual processes to run the business before BPM

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Awards Ceremony

Presented by Lead Judge, Keith D Swenson

VP of Research & Development, Fujitsu America Inc., USA

Chairman, Workflow Management Coalition

Silver Award (tie)Silver Award (tie) Arbejdsmarkedets

Tillægspension (ATP) Denmark

nominated by

ATP, Denmark

Europe

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Arbejdsmarkedets Tillægspension (ATP) Denmark

Situation• Based in Denmark, the ATP Group is responsible for the operation and

development of pensions, schemes and other statutory administration• Siloed operations, services were tailored to individual customer solutions • Subject to legislative changes and political decisions

Implementation & Innovation• EA became shared responsibility between IT and a corporate strategic unit.

BPM became the accepted tool for documenting business• New customer solutions  are implemented quickly and with full understanding

of the documented complexity.  Benefits

• Executing pay outs from one system rather than 12 individual systems has presented vast savings.

• Eg: redesigning a payout process delivered a cost-saving equivalent to 11 million Danish kroner.

• Entered into strategic alliances with government departments and other bodies for mutual cost and time savings across public sector

Silver Award (tie)Silver Award (tie) Avio SpA, Italy

nominated by

EKA Srl, Italy

Europe

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Avio SpA, Italy

Situation• Leading supplier of engine modules and components with operations in

aircraft engines repair and overhaul • Core business changed from a single customer, the Italian air force, to many

customers worldwide• Started new initiative for streamlining its Maintenance, Repair and Overhaul

(MR&O) process in order to sustain new business and market conditions Implementation & Innovation

• All the work performed on the engine at some points in the process could now be made publicly visible to the customer,

• BPM COE team used BPMN / Six Sigma extensively to develop custom workflow solution to manage the MR&O process

Benefits • Reliable performance data of the entire process are now available and can

be used to measure process improvement • eg: Cycle time to repair and overhaul engines has reduced by about 20% • Productivity (number of engines overhauled ) will increase by about10%.

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Gold Award (tie)Gold Award (tie)

HanseMerkur Insurance Group, Germany

nominated by inubit AG, Germany

Europe

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HanseMerkur Insurance Group, Germany

Situation• HanseMerkur has a leading position among German private health

insurers. • Goal : raise the degree of automation in claims processing  to absorb

increased gross revenue of 10-15% without increasing staff Implementation & Innovation

• New architecture enabled HanseMerkur to introduce new process steps such as online retrieval of claims data, additional data input channels such as mobile devices

• Uniform settlements due to the introduction of business rule-based services for fee regulations

Benefits• Turnaround time for claims processing was reduced from around 2 weeks to 1 day • Because of SOA, process steps can be routed according to skills, which means the

experts can better focus on specialized tasks.• The number of claims experts remained almost constant despite increase in claims

by 10-15% each year.

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HanseMerkur Insurance Group, Germany

Thank you very much for the Award! Although we are very proud of the great new software architecture we created and the astounding

business value, that even surpassed our expectations, I guess the greatest value we gained from this project was to see an interdisciplinary team of claims specialists, business architects, software architects, developers and many more from different departments work so close together on completely new things and in completely new ways of thinking in technology and business models, yet having one vision and one goal. Unlike classical projects, where business requirements are documented to be implemented by a technical team afterwards, we created a new methodology where all parties worked together all the time to achieve that one goal. So the major factor of success in my eyes is not technology nor skills, but common spirit. And of course that spirit is sustained by the ever increasing rate of automation, which is reported on a daily basis. And, I guess, recognition thru an award will also help. Thank you.

. 

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• Dr. Horst Karaschewski - Director software development

• Gunnar Grund - Director organizational development

• Folke Tedsen - Director health insurance claims management

Gold Award (tie)Gold Award (tie)

Jardine Lloyd Thompson Group PLC, United Kingdom

nominated by HandySoft, USA

Europe

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Jardine Lloyd Thompson Group PLC, UK

Situation• JLT -- international group of Risk Specialists and Employee Benefits Consultants.• Listed on London Stock Exchange, one of largest companies of its type in the world; 2010

turnover of £746 million with 6500 employees across 34 countries.• The Employee Benefits Group (EB) a key part of the JLT Group with turnover of £132m and

1500 employees. • 2007‐2010 JLT made more than 20 acquisitions across the group.

Implementation & Innovation• Processes treated more than 16 million EB workflow elements, 300+ million rows of table data,

15 million SharePoint documents, 14 EB offices in the UK and India, supporting off‐shoring, evidencing and supporting processes in areas with heavy regulatory oversight.

Benefits• JLT EB used BPM to streamline >130 processes, has been a key element of acquisition and new

market initiatives, underpinning over 50% growth in the trading profit in the last financial year.• A key element in large acquisitions in supporting process integration and business

reorganization• Adapts faster to market forces, allowing EB to sell highly tailored and innovative solutions in

regulated markets

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Chris Ryan, BPC and Development Manager, EB IT Services JLT EB HoldingsProud Winners of European Pensions Pension Scheme Administrator of the Year 2010

I would like to take this opportunity to thank HandySoft for their support over the past 18 months, and the effort all of the HandySoft team made to get the systems onto Bizflow in such a short timescale whilst assisting us with our learning process.

I would also like to thank the team at JLT for the massive efforts put in to meet very tight deadlines and delivery of several solutions in such challenging circumstances.

This was a joint effort in every way, from HandySoft Professional Services, JLT EB Development, JLT EB Test Team and the Project Managers on both sides. Thanks to you all!

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Jardine Lloyd Thompson Group PLC, UK

Middle East-Africa

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Silver AwardSilver Award Ecobank LLC, Senegal

nominated by

Newgen Software, India

Ecobank LLC, Senegal

Situation• Ecobank operates in more than 32 countries, has 755 branches with 779 ATMs and 888

points of sale • Business processes worked in silos with manual intervention, insufficient compliance to

forgery control policies. Implementation & Innovation

• BPM solution resulted in processes made live in 22 days, processes were rolled out in 35 branches in a single day.

• All work now processed in the central office resulting in leaner branch offices, quicker opening of new branches

• Processes standardized for rollout to Pan Africa group level . Benefits

• Cycle time of the Account Opening process at branch level reduced by 75%• Expecting more than 200% ROI at the end of the year.• Productivity Improvements:

Processing capacity increased by over 80% Completing the process first time right (FRT), improved by 95%. Adherence to SLAs improved by 99%

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Gold AwardGold Award

Riyadh Military Hospital, Saudi Arabia

nominated by nominated by

Bizagi, United Kingdom

Middle East-Africa

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Riyadh Military Hospital, Saudi Arabia

Situation• Riyadh Military Hospital (RMH) is a Tertiary Healthcare Facility belonging to Medical Services

Department (MSD) of the Ministry of Defense and Aviation (MODA) in Saudi Arabia.• Al-Wazarat Health Center (WHC) is a JCI–Accredited Primary Healthcare Facility related to RMH.

The center is  specialized primarily as a Family and Community Medicine (F&CM) with large general practitioners’ footprint in the area of Al-Wazarat covering complex healthcare processes along with other medical specialty services.

Implementation and Innovation• The purpose of the BPM project was to Design and Model (using BPMN Convention) then Automate the

core processes of WHC with over 300 personnel.• BPM initiative was led by the Medical Informatics Research and Development Center (MedICen) @

RMH to completely automate over 70 (mostly dynamic) processes.

Benefits• Project covers complete life-cycle of the patient, from registration and triage management, to diagnosis

and treatment used for serving 2,000 outpatients per day. MedICen plan is to roll-out the automation services to RMH (with total patient visits of 8,000 per day).

• Cycle-time Reductions in: Patient Waiting Time, Medical Procedures and Treatments, Medication Prescription and Dispensing. Now, WHC Management can provide better Human Resources Utilization and more accurate Healthcare Activity Planning which all will result in providing high-quality patient care services.

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Riyadh Military Hospital, Saudi Arabia

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Dr. Reem Al-HamidiHealthcare Business Analyst

Medical Informatics Research and Development Center Riyadh Military Hospital (MedICen)

Silver Award (tie)Silver Award (tie)Danfoss Power Electronics, USA

nominated by

Aalborg University, Denmark

North America

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Danfoss Power Electronics, USA

Situation• Overseas division of a large Denmark-based company, SAP user since 1990s• Undisciplined sales, shipping processes and out-dated workflows frustrated

employees, reduced customer satisfaction and impacted revenue

Implementation and Innovation• Process mining study allowed recreating process models from transactional

data stored in enterprise systems• Social network miner plug-in was used to determine relationships among group

entities, rather than individuals.

Benefits• Process supports the highly complex product configuration, allowing the

company to provide customers with highly-tailored products• Shipping saved about 30%, automation in invoicing went up to 95% from 50%

because of standardized shipping methods.• New, team-oriented culture aligned with the organization’s value stream. .

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Silver Award (tie)Silver Award (tie)Farmers Insurance, USA

nominated by

Pegasystems, USA

North America

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Farmers Insurance, USA

Situation• Third largest insurer in USA in property and casualty insurance market.• 24,000 employees, 15,000 dedicated agents and 25,000 Independent agents.• Challenge to integrate & assimilate multiple legacy customer services systems

from acquired companies to ensure unified standard of customer service

Implementation and Innovation• Assembled a road map of activities encompassing more than 300 separate

initiatives accomplished by cooperative efforts between business teams and IT.

• Replaced complex legacy systems with proprietary application providing CSRs with easy-to-use front end, developed “intent-led” processing with content-aware processes.

Benefits• Claims cases are routed and tracked through all involved parties (e.g.,

medical, body repair, glass replacement, towing, auto rental etc.) quickly and efficiently.

• CSRs process more claims, in less time, resulting in improved customer satisfaction, increased productivity and ROI

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Silver Award (tie)Silver Award (tie)U.S. Navy, Naval Special Warfare

Group Four, USA

nominated by HandySoft, USA

North America

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U.S. Navy, Naval Special Warfare Group Four, USA

Situation• NSW is a division within the U.S. Navy that includes more than 2,400 active-

duty Special Warfare Operators, known as SEALs. • High demand for combat operations, security force assistance (SFA) and

fiscal downsizing forced NSWG4 to develop a business sustainment model to complete missions with less assets

Implementation and Innovation• Solution expertly weaves Lean Six Sigma, Agile, and dynamic BPM into a

system that improves the Government Purchase Card Program (GPCP) process.

Benefits• Automation for the GPCP provides visibility into the process, standardization,

and forcing function for over 6,000 purchases and $5.2 million spent annually.

• With 450 requests/month, average lead-time is now 3.2 days vs several weeks

• Operational readiness is increased: combat craft repair and training is faster and there are  fewer defects.

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Gold AwardGold AwardSan Joaquin County

Information Systems Division, USA

nominated by

Oracle, USA

North America

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San Joaquin County Information Systems Division, USA

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San Joaquin County Information Systems Division, USA

Jerry Becker, CIOSan Joaquin County

Information Systems Division

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Silver Award Silver Award Viteos Capital Market

Services Ltd, India

nominated by

EMC, USA

Pacific Rim

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Viteos Capital Market Services Ltd, India

Situation• Rapidly-growing worldwide hedge fund administrator and operations service

provider for financial services companies. • Needed scalable solution to automate manual processes, reduce paperwork,

help the company meet compliance standards

Implementation and Innovation• Developed web portal for secure client access as well as the investors,

brokers, and fund managers who interact with them.• Automated know-your-customer/anti-money-laundering (KYC/AML)

compliance.

Benefits• Standardized platform with broad feature set supports applications, and

processes company-wide:• Breaking down processing silos yields substantial cost savings and positions the

company for faster growth. • Speed and accuracy of interactions with consumers, governments, and businesses

creates a significant competitive advantage.

Gold AwardGold Award

Audi Japan KK, Japan nominated by

Bizagi, United Kingdom

Pacific Rim

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Audi Japan KK, Japan

Situation• Audi Japan KK is importer of Audi vehicles and a subsidiary of Audi AG • Core back-end administrative processes in financial department were

manual and paper-based Implementation and Innovation

• Request for Approval process covers almost 20 departments and divisions, 100+ personnel

• Fast results were a key motivator for more activities around BPM initiative. • BPM initiative has changed their fundamental business structure

Benefits • Cost savings as a result of the automation and reallocation of human

resources• Reduced cycle times for high level requests, optimized distribution of

workload and responsibilities • Poised for long term growth and sustainable competitive advantage.

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Audi Japan KK, Japan

Audi Japan recognized the need to systemize manual operations and selected a core business process which involved all persons in the company. We now find that we have revolutionized and provided transparency to a fundamental operation.  It is with appreciation that Audi Japan has been acknowledged as the 2011 Gold winner in the Asia Pacific Region.

 Bizagi has been a key element in our success, in that it allows focus on business requirements instead of technology, and thus realizes quick solutions.  We look ahead with excitement to further integrate and expand the scope of BPM into all areas of our business.

 Thanks very much, Aaron A Llop, Business Analyst.

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from left to right:• Timothy May, Controlling Manager.• Andrew Dore, Business Operations Manager.• Rozvin Marchan, IT Developer.• Hiroshi Ohkita, President.• Aaron A Llop, Business Analyst.

Silver AwardSilver Award Grupo Hospitalar Conceição,

Brasil

Nominated by

H&R Consultores, Brasil

South & Central America

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Grupo Hospitalar Conceição, Brasil

Situation• Grupo Hospitalar Conceição (GHC) is the largest hospital complex in the State of

Rio Grande do Sul, Brazil, fully dedicated to public health service.• Responsible for the annual admission of 59,900 people, 2.2 million appointments,

and 36,100 surgeries. • Group comprises 4 hospital units, 12 health clinics, 3 psychosocial care centers.

Implementation and Innovation • Automated strategic supply and service procurement process used by entire

hospital complex, in compliance with legal statutes and public transparency• Innovative initiative for Brazilian public management, a benchmark for other

Brazilian hospitals and public entities.

Benefits • Cut execution time by 20% to 70%, according to the type of purchase• Automated process immediately afforded monthly savings in the amount of BRL10,000.• Substantial productivity gains allows team to dedicate a larger portion of their time to actions

that continuously improve the process

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Gold AwardGold Award

Comisión Nacional del Agua, (CONAGUA)

Mexico nominated by

PECTRA Technology Inc, USA

South & Central America

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Comisión Nacional del Agua, (CONAGUA) Mexico

Situation• CONAGUA (National Water Commission) manages and preserves national

waters, with community involvement, to attain sustainable use of resources. • Standardized management processes of budgetary resources (over one

thousand million dollars annually) via online information system available to citizens.

Implementation and Innovation• 700% growth in users and incorporated 23 new states, 13 regions and 15 cities• Decentralized implementation of the solution has overcome the obstacle of

geographical dispersion,

Benefits• Reduction of costs: USD 340,000 per year in materials / supplies and USD

238,000 a year for current expenditure. • Recovery of the investment in the first 18 months • Time optimization, reducing reporting tasks from 50% to 5% • Elimination of inefficiencies resulting from high workloads of technical and operational staff.

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Comisión Nacional del Agua, (CONAGUA) Mexico

Sergio Soto, Under Director General of Hydro Agricultural Infrastructure. National Water Commission.

Comisión Nacional del Agua, (CONAGUA) MexicoHello, my name is Sergio Soto Priante, Under Director General of Hydro Agricultural Infrastructure, Mexico´s

National Water Commission.  I want to thank Future Strategies Inc and all the other organizations for this awards: BPM.com, OMG and

WfMC, as well as our BPM supplier, PECTRA Technology and its Business Partner Cencade.  On behalf of the National Water Commission, CONAGUA I would like to mention some highlights of our BPM

project:  Since 2004, as a result of regulations and initiatives of the Mexican Government, we decided to start a BPM

project in order to organize and control the management processes of budgetary allocation for public works, through an online system of information available for public consultation. It is an important issue to mention, that the system manages more than one billion dollars each year.

 

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Implementing BPM allowed us to improve CONAGUA’s transparency and accountability by providing access to everyone relevant to information intended to assessing and monitoring the performance of public administration, among other benefits we can identify: Greater adoption of BPM, from 1 process in 2004 to 19 processes in 2010, and the incorporation of the complete 31 states of the Mexican republic.A recovery of the total investment in the first 18 months and savings in materials and supplies every year. Greater employee satisfaction due to a 70% reduction in administrative and manual activities. In other words the implementation of the BPM project meant an outstanding achievement for the institution, taking into consideration the demands of transparency of the Mexican society to governmental entities and organisms, as well as favoring greater control of tasks, processes and actions carried out by officers and employees.

2011 Winners Recap

Europe Gold (tie)

• HanseMerkur Insurance Group, Germany nominated by inubit AG, Germany

• Jardine Lloyd Thompson Group PLC, United Kingdom nominated by HandySoft, USA

Silver (tie)• Arbejdsmarkedets Tillægspension (ATP),

Denmark nominated by ATP, Denmark• Avio SpA, Italy nominated by EKA Srl, Italy

Middle-East Africa Gold

• Riyadh Military Hospital, Saudi Arabia nominated by Bizagi, United Kingdom

Silver • Ecobank LLC, Senegal nominated by Newgen

Software, India

North America Gold

• San Joaquin County Information Systems Division, USA nominated by Oracle, USA

Silver (tie)• Danfoss Power Electronics, USA nominated by

Aalborg University, Denmark• Farmers Insurance, USA nominated by

Pegasystems, USA• U.S. Navy, Naval Special Warfare Group Four, USA

nominated by HandySoft, USA

Pacific Rim Gold

• Audi Japan KK, Japan nominated by Bizagi, United Kingdom

Silver • Viteos Capital Market Services Ltd, India nominated

by EMC, USA

South and Central America Gold

• Comisión Nacional del Agua, Mexico nominated by PECTRA Technology Inc, USA

Silver • Grupo Hospitalar Conceição, Brasil nominated by

H&R Consultores, Brasil

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Thank you!

Our congratulations again to the Our congratulations again to the Finalists and Winners.Finalists and Winners.Keith Swenson, WfMC Technical Committee Keith Swenson, WfMC Technical Committee Chair, Lead JudgeChair, Lead Judge

Nathaniel Palmer, Executive Director, WfMCNathaniel Palmer, Executive Director, WfMC

Layna Fischer, Awards Director and PublisherLayna Fischer, Awards Director and PublisherFuture Strategies Inc.Future Strategies Inc.

The recording and slides will be posted to The recording and slides will be posted to www.BPMF.org within a few days. within a few days.

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