responsive process management the next generation of bpm
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Responsive Process Management The next generation of BPM. Dr Giles Nelson – Deputy Chief Technology Officer 9 November 2011. Business Striving for Responsiveness. Source:. mail express fax e-mail Document transfer. - PowerPoint PPT PresentationTRANSCRIPT
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Responsive Process Management
The next generation of BPM
Dr Giles Nelson – Deputy Chief Technology Officer
9 November 2011
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© 2011 Progress Software Corporation. All rights reserved.2
Business Striving for Responsiveness
Typical Business SLAs:
Algorithmic trading100 ms 20 ms
Call center inquiries 8 hr 10 sec
Supply chain updates1 day 15 min
Phone activation1 min
0.5 hour Refresh data warehouse
Track financial position5 min1 day
Airline operations20 min 30 sec
Trade settlement2 hrs.
Build-to-order PC 4 weeks 1 day
weeks days hours minutes seconds
Responsiveness is the key to surviving the
pace of competition
3 days
1 week
5 days
Source:
mail express fax e-mail Document transfer
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Rapid modeling of human & system interactions
Automatic visibility
Agility
Business Process Management (BPM)Provides a Powerful & Agile Platform
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Gartner: Intelligent Business Operations
Emergence of a New Category
IDC: Business Navigation Systems
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Gartner evolution of BPM
Gartner – Roy Schulte & Janelle Hill“Intelligent Business Operations”
New Gartner product category for 2012 – “Intelligent BPMS”
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What Makes Business Operations Intelligent?According to Gartner…
Explicit, formal attention to business process design that demonstrates BPM
Situation awareness mechanisms based on recent events
Embedded/inline analytics via or other near real-time processing
Software support for intelligent responses such as a rules/orchestration engine
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Business Process
Improvement
Sense and Respond to
Opportunities & Threats
Continuous Business Visibility
Continuously improve your business’
Responsiveness
The Responsive Business Prescription
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RPM: the Concept
Coordinate effective response to key
conditions
Adjusts running business activities to respond efficiently and at the most effective time
Easily modify both the conditions recognized
and the way the system responds
System upgrade cycles measured in days/weeks, not months/years
See and anticipate much more, as it is
happening
Provides far more awareness of current conditions than ever before possible
“Systems that respond and evolve to the business environment”
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Continuous Process
Improvement
Immediate Sense-and-
Respond
Real-time Business Visibility & Analytics
Responsive Process Management
Transactions Business Transaction Management (BTM)
Events Business Event Processing (BEP)
Processes Business Process Management (BPM)
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The Progress RPM Suite
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CRM ERP
Logistics
Product catalog
SAPOracleSiebel
Warehouse Status
SAP Shipping
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Real-time Visibility
CRM
Product catalog
SAPOracleSiebel
Warehouse Status
SAP Shipping
ERP Logistics
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Mapping Application-driven Transactions to Processes
CRM ERP
Logistics
Product catalog
SAPOracleSiebel
Warehouse Status
SAP Shipping
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Sense-and-Respond
CRM ERP
Logistics
Product catalog
SAPOracleSiebel
Warehouse Status
SAP Shipping
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Sense-and-Respond
CRM ERP
Logistics
Product catalog
SAPOracleSiebel
Warehouse Status
SAP Shipping
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Continuous Process Improvement
CRM ERP
Logistics
Product catalog
SAPOracleSiebel
Warehouse Status
SAP Shipping
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Business Is Often Event-Driven
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Event processing
Data goes into the database
Analyzed after it is stored
Events go through
Analyzed as they happen
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What is event processing?
Event Processing is the ability to sense and respond to changing conditions in order to act on
business events as they happen.
Complex Event Processing (CEP)is the de-facto accepted term
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Ways of dealing with events
Event processing models:• Time- and location-based
(temporal) windows– Within, near, etc. based in real-
time context• Aggregation
– Accumulation of values or quantity
• Relationships– Event A caused event B to
happen
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Processes + Events = Responsive Processes
Processes
Event Pattern
Event Pattern
Event Pattern
Event Pattern
Event Pattern
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Business Analytics – Blending Historical and Live Visualization and Drilldown
Real-time and historical visual analytics
Drill down into root cause
Discover business patterns and start looking for them live
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“Solution Accelerators”: Packaged Apps Your Way
Interceptors Adapters
Analytics Business Rules
Business Processes
Event-Driven Rules
Solution Accelerator
Interactive Dashboards
Business Users: Adjust parameters &
customize interactions
Business Analysts/IT:
Evolve app model
IT: Customize/extend
Alerts
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Progress Industry Solution Accelerators
Progress Responsive Business Integration
Solution Foundations
Solution Accelerators
Capital Markets Banking Supply ChainCommunications
& Media
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The Progress Control Tower
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Progress | Control Tower
Anatomy of the Progress Control Tower
Business Visibility
Process Modeling
Flexible & Tailorable UI
Business Control
Visual Analytics
Collaboration
Process Simulation
Mobile Support
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Business Visibility & Control
Richly interactive real-time displays• Application specific views• Transactional flow maps• Process heat-maps• Tasks & Alerts
Giving business users the necessary information and means of control at the right level of detail regardless underlying systems
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Interactive Business Analytics
Simple, fast and intuitive interactive, visual analysis Access any data source across the enterprise Most appropriate means of presenting business data
• Elegant, clear, interactive, visualizations
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Collaborative Process Modeling
Analysts can quickly define processes without IT involvement Collaborative “white-boarding” support to do this cooperatively Publish your models for automation All in the context of the Control Tower
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Process Simulation
Easy to use Process Simulation tooling Quickly define tests and investigate the results Allows rapid improvement of business processes prior to
IT involvement• Reduces time taken to deliver accurate models
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Mobile Support
Quickly and easily access critical business data from any location
Interactive & fully configurable
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RPM in theReal World
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With 38m subscribers, the 3rd largest mobile phone operator in Europe
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Categorizing the challenges
Increasing complexityImprove revenue retention Reduce transaction fallout
Intense competitionImprove SLA performance Reduce product rollout time
Market saturationImprove customer loyalty Reduce customer churn
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Acquisition cost
400
80
Attract Retain
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Reducing churn & improving customer loyalty by creating
“right-sell” opportunities
Turkcell goal
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Customer engagement
Call behaviour
SendRespond
TurkcellRPM
LocSMS
Call
Analysis
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Maximize Profit - Revenue Assurance: 3Italia – a Communications Service Provider
Pain: Up to $1m per day lost through systems too slow to detect lack of credit on pre-paid cards
Solution: Real-time visibility across multimedia services and prevention of revenue loss for 7 million wireless subscribers
UMMS
Data
Content
Billing SystemCore Network
Services
BSS
Voice/Video
Progress RPM
Network Layer
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Building apps using RPM: SEB Bank
Monitoring ATMs, credit cards, direct debits and bank transfers
Reduced the time to process a suspected credit card abuse from 5 hours down to seconds
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SEB Bank: who benefits?
Head of Fraud
Pain: Identification of card fraud takes hours
Impact of no action: Lost revenue; reputation suffers
RPM Value: Protected revenue and enhanced customer
service.
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European Bank – Monitoring Sales Performance
Sales Process Platform Loan, credit-card and
mortgage applications
Gives continuous view of sales performance versus objectives Staff moved to reflect
priorities
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Pain: Market abuse
How the FSA and Turquoise Make Progress:Preventing Market Abuse
Solution: Observing and responding to fraudulent patterns in real time
Value: Prevented $ millions inloss from rogue traders
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Maximize Profit - Responsive Logistics: Royal Dirkzwager – a Port Management Company
Pain: Optimization of shipping movements in port to obtain greater efficiencies from port operations and to reduce fuel costs
Solution: Monitor global shipping movements, correlated to port berth availability
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US provider of healthcare products
Serves 2M patients annually
500 branches
13,000 employees
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Apria’s business
Medical equipment
Home healthcare
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Apria’s challenges
Low staff efficiencyProvide better visibility into operations
Order to cash process too longImprove customer service Decrease errors
Downward pressure on pricesReduce costs and increase efficiency
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More responsiveness
Real-time operational visibility
Orders and staff can be reassigned easily
Better reaction to supply chain problems – weather/strikes etc.
20-40% savings in order to cash process
Better customer satisfaction
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Business Process
Improvement
Sense and Respond to
Opportunities & Threats
Continuous Business Visibility
Continuously improve your business’
Responsiveness
The Responsive Business Prescription
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Questions
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