ibm software day 2013. process innovation
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Kamran ShahinWebSphere Sales – Process Innovationkamran@ae.ibm.com
Process Innovation for 2013The IBM Vision for BPM, ODM and SOA
Business Process Effectiveness is the Top Priority for Executives
McKinsey Global Technology Survey, December 2011 , How IT is Managing New Demandshttps://www.mckinseyquarterly.com/High_Tech/Strategy_Analysis/A_rising_role_for_IT_McKinsey_Global_Survey_results_2900
McKinsey’s Global Technology Survey
found that “Improving business process
effectiveness” ranked as the #1 priority
for executives
Globe Telecom increases promotion related sales by 112%
through an improved customer experience and more effective
campaigns
City of Madrid reduces emergency response time by 25% through
end-to-end co-ordination of emergency and municipal services
Horizon Healthcare speeds up payments to members and
providers while achieving over 300% return on investment
Effective and Efficient Processes Deliver Significant Results…
… but Process Defects can Topple Major Global Companies
http://www.gartner.com/it/page.jsp?id=1530114
“Between now and year-end
2014, overlooked but easily
detectable business process
defects will topple 10 Global 2000
companies”
~ Gartner
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Process Innovation blends process discovery, modeling, execution, change, governance actionable analytics and end-to-end visibility to achieve better business outcomes.
Achieve better business outcomes
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Software
Expertise
Visibility & Collaboration
Business User Engagement
Efficiency & Productivity
What is Process Innovation ?
Poor visibility into business processes
Significant amount of rework due to exceptions
Lost productivity due to unstructured tasks or inconsistent prioritization
Inefficient work environment spanning multiple systems
Inability to change processes as frequently as business demands
Triggers that Signal the Need for Process Innovation
ExecutiveManagement
CustomerService
InvoiceReconciliationTeams
Finance and Ops
AccountAdministration
1. Unstructured Tasks and Communication (ex Paper or email)
2. Inefficient Working Environment Spans Systems
3. Inconsistent Prioritization
4. Incomplete or Inaccurate Data Flow Between Systems
5. Lack of Control Over System and Business Events (Exceptions)
6. Poor Visibility Into Process Performance
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“Business As Usual” Begs for Operational Improvement
Events
What to do?
How to do it?
When to do it?
ExecutiveManagement
CustomerService
Risk ManagementTeams
Financeand Ops
Account Administration
Process
Decisions
Process Innovation Provides Visibility & Control
Building Blocks to Achieve Process InnovationEmpowering business and IT users to easily manage change
Flexible integration interconnects applications and services across the organization
Business rules and analytics provide flexibility for repeatable decisions that change frequently
Processes can mix structured and unstructured activities, according to business needs
Process Designer provides a single model-driven design environment that
simplifies collaboration on process design and analysis
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Simple standards-based tool allows every team member - including nontechnical users - to collaborate on process design and analysis
Graphical end-user view of process status to understand the current position in the process
Explicit event modeling defines workflow and exception handling
Simplicity for deep business user engagementProcess Designer
Playback faster simplifies process review
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Instantly step through and review the current process design by actually executing it
Nothing to compile or install.
Allows playback of incomplete and
completed processes
Playback executes with a single click
Validate process requirements and changes fasterBuilt-in Playback
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Empowers business users to optimize business processes with process monitoring and analytics
Automatically gathers and correlates performance events and business data
Real-time scoreboards provide visibility into work-in-progress and the ability to
take corrective action when necessary
Get real-time visibility with built-in performance dataPerformance Data Warehouse
Detects bottlenecks and performance thresholds and displays them using visual heat map overlays
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Real-time scoreboards provide visibility into work-in-progress and the ability to
take corrective action when necessary
Optimize processes for greater business valueProcess Optimizer
Go-to-Market
Dynamic pricing to respond to market conditions
Leverage customer insights for target marketing
Order to Cash
Account opening process automation
Automated order processing & fulfillment
Product Development
Reduce time to market of new products & services
Streamline production procurement sourcing
Start at the Point of Greatest Need…
Insurance Automated claims processing Improved fraud detection
Banking Reduced loan processing times Financial risk & regulatory compliance
Retail Retail distribution supply chain
automation Customer loyalty programs
Manufacturing Manufacturing production quality & control Reduced manufacturing production time
Energy & Utilities Power grid management Energy consumption management
Travel & Transportation Online ticketing & reservations Travel & hotel pricing management
Healthcare Improved patient care Personalized fitness & nutrition
Government Customs & border control Improved public safety
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Empower Business Users by Extending Access to MobileFlexible access promotes broad adoption
Simple task forms and intelligent “coaches” guide user inputs
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“Using IBM WebSphere ILOG JRules and its BRMS, we’ve decreased the pressure our officers faced at work every day in processing and attempting to approve a myriad of credit card transactions. We have already realized an improvement of more than 300 percent in our staff productivity, and a savings of 1 million Yuan per year using the BRMS …” Chief Engineer, Major Asian Financial Services Firm
Challenges:• Handle explosive demand for credit cards
• Systematically manage credit risk assessments
• Improve operational efficiency
Benefits:• Identify potential credit card fraud
• 300% improvement in employee productivity
• Approval process with human intervention only for exception cases
Automates the risk assessment of issuing credit cards
Business Process and Decision Management Solution
Business Process and Decision Management Solution
• Automated credit assessment and card issuing system
• Process large volumes of transactions in real time
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A Large Asian Bank
$2.2 million in savings to date 120% ROI in one year 25% increase in employee productivity 50% - 75% reduction in cycle times
Paper overload 100,000+ client requests per month each generating a paper-based
process instance
Poor IT-business relationship Knew paper problem was a process problem but limited IT/Business
collaboration prevented improvement
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Client Pains:
Real Results:
Lincoln Trust developed an aligned process focus across the company, removing physical paper from 145 company processes
Lincoln Trust achieves rich teaming between business and IT By leveraging IBM BPM
Speed to market gains of over 50%
Reduction in enrollment time and
administrative costs
Hard-coded legacy systems
Paper-intensive
Manual and disjointed processes
“…enabled us to automate, optimize and monitor critical
business decisions within core processes”
Client Pains:
Real Results:
HealthNow creates a streamlined and efficient enrollment and plan change process
#1 in BPMS market share for 2011
*Source: IBM Press Release; http://www-03.ibm.com/press/us/en/pressrelease/37376.wss
IBM is the proven leader in all aspects of BPM
IBM was named the number one vendor in BPMS software with a 27.1 percent share, almost triple that of its closest competitor*
Largest Customer Base
Strongest Ecosystem
Unparalleled expertise
Over 5000 BPM customers worldwide and growing
Over 1000 certified business partners
Over 15 years of industry leadership
See it in Action
Implement a real project in 10 weeks with a Quick Win Pilot
Learn what’s possible with a Discovery Workshop
Ask your sales representative to see the solution live
On-site workshop with business and IT
stakeholders to evaluate the applicability of
Process Innovation for your project
Next Steps
Demonstrate immediate value to your LOB
end-users with your first ‘Quick Win’ in 10
weeks
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