techmahindra - processinteractive

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© Tech Mahindra Limited 2009

PRocess Interactive DEpicter

Author (s): Babu Narasimhan/Shaifali Mittal

Abstract:

This paper focuses on providing a realistic view of business process to customer community. It

uses visualization and animation techniques to represent/communicate business processes and

also provides a useful technique for demonstrating process flows to clients interested in

conceptual understanding of E2E and complex scenarios. Also it was understood that this

technology will help various concerned stakeholders to achieve their individual Operation

Support System (OSS) understanding.



1 © Tech Mahindra Limited 2009

TABLE OF CONTENTS

1. Introduction ............................................................................ 2

2. Problem Statements for Service Industry .............................. 2

3. Operational Challenges and Solution .................................... 2

3.1 Comparision of Various tools with PRIDE ....................... 5

4. Methodology .......................................................................... 6 5. Business Benefits .................................................................. 6

6. Reference .............................................................................. 7




01 INTRODUCTION

Traditionally, Process Modelling tools, documents, flowcharts, power point presentations are

used for defining/representing business processes. It was observed and realized that sometimes

these media are failed to provide a clear representation of the E2E picture, process flow andtimelines.

Some challenges are also observed in share/distribute information, imparting trainings, online

learning, check/test user knowledge and capability.

To address these short comings, a colorful, vibrant and interactive digital visualization tool was

developed Called PRIDE (PRocess Interactive DEpicter). PRIDE is useful for providing the

realistic view of business processes, multimedia presentation, training pack and e-Learning

solutions to customer community. It uses visualization and animation techniques for easy

understanding.

This whitepaper covers business challenges, solution, methodology and business benefits of

PRIDE.

02 PROBLEM STATEMENTS FOR SERVICE INDUSTRY

Difficulty in addressing various business requirements with common process visualization

always leads to issues like standardizing visualization to multiple requirements.

03 OPERATIONAL CHALLENGES AND SOLUTION

The Most common operational challenges were to:Improve

Cycle Time

RFTReduce

Exceptions




Better

Quick Reference

Training Material

Regular Knowledge updates

Issue Management

To overcome these challenges PRIDE was formulated. PRIDE tool helps:

To make interactive process models for easy & fast learning of captured processes fromoperational communities.To consolidate all the details like operating procedures, low level process, systemscreens, etc… in a single pack it help to make quick decision.Applications developed using PRIDE Tool act as a single repository for making all theinformation easier to refer and manage by various communities. It helps to reduce CT ofuser’s own activities.

3.1 COMPARISION OF VARIOUS TOOLSWITH PRIDE

Let’s compare few features of PRIDE with modeling and other tool for better understanding

ParameterProcess Modeling

Tools (ARIS)Other Tool

(MS PowerPoint)PRIDE

User InterfaceFriendly for Business

Process Modeling

Friendly for Businessand Commercial

presentation

Friendly for all kind ofapplications (e.g. Process

modeling, Training pack, e-Learning module,

multimedia presentation etc)

Rich InteractiveContent

Supports interactivecontent

Supports interactivecontent

Supports rich interactivecontent with high quality

graphics

AnimationSupports pre-defined

basic animationSupports pre-defined

basic animationSupports user defined 2D

and 3D animation




Multi color combinationSupports Standard

colorsMulti and gradient colorcombination is possible

Multi and gradient colorcombination is possible

Audio and VideoIntegration

Supported SupportedSupported also Live Audio &Video integration is possible

Dynamic data

Integration

Reads only fixed format

of XML file Not Supported

Reads user defined data

from .text and XML file

Custom Modification(Layout, Navigation

etc.)NA

Limited Modificationcan be done

PRIDE can be developed asrequested by the customer,

in any layout, any kind ofnavigation any kind of

interaction etc.

Dependency on ClientSW

Requires Client to beinstalled in the PC for full

features

Requires Client to beinstalled in the PC for

full features

Gives full definedfunctionality even with SWF

enabled browser.

Skills SpecializationRequire Basic software

knowledgeRequire Basic software

knowledge

Should be expertise indesigning, animation and

programming

File Size

Low File size due tolimited support of highquality images, Audio

and Video files

could be heavy due toexcessive use of highquality images, Audio

and Video files

Could be heavy due toexcessive use of high quality

images, Audio and Video

files

Work effortsUsage of built in

template and graphicsconsume less time

Usage of built intemplate and graphics

consume less time

Creating of vector based

graphics and user defined

animation consume more

time

04 METHODOLOGY

Pride will act as a one stop solution for all kind of Process visualization needs coming from

diverse business/organizational areas. Users can easily access all the processes and

procedural documents through one gateway reducing their time and efforts significantly.




05 BUSINESS BENEFITS

• Helps in building common understanding of processes and solutions across different

user communities such as Business Stakeholders, Design Communities, ServiceManagement Centers and Customers etc.

• Creates interactive bonding of high level process, system interfaces, low levelprocedures, screens shots associated with process

• Very useful to deliver customer briefings – Allows multilayered information sharingto hide complexities in interactive way

• Very useful as online training tool - Requires less time and money as compared tofaculty led trainings to the new joiners and interested users

• Around 100 users were benefited by using the Training pack developed to trainon the E2E processes

• Intranet publishing of training reduces demand on SMEs and gold users

• Single repository for all the information makes it easier to refer and manage

• Easy for users to access all the process and procedural documents through onegateway which reduces their time and efforts significantly. The Search facility anddocument library provides handy and quick reference to all the availableinformation

Few example of PRIDE work are shown below




Explains Process Solution to Ops community/ Stakeholders using Interactive Process Viewer, InteractiveSolution Presenter, reduce time to understand the solution as compared to technical designs. Reduces

decision time for Stakeholders to progress the solution to implementation




Design details are restricted to design / technical community, however the others communities can easilyunderstand the same solution using this tool which results time reduction in accepting the solution and

progress it for implementation.

Live Dashboardsfor Management team indicating the status/ progress of Orders / faults

To enhance learning experience, training orreference material can be developed using this tool

with better interactiveness.

Online reference material helps in exceptionmanagement or quick reference for the users

All the above benefits in reducing time ofoperation/usage, expect correct data inputs or

correct actions, increase in efficiency and resourceeffectiveness.



8© Tech Mahindra Limited 2009

Animation, Pictures, Movies can be used to makethe understanding easier

Regular updates using News Letters, E-Learningcourses can help everyone in org to keep

themselves up to date with the changes in theirarea

06 R EFERENCE

About Flash and Photoshop from: www.adobe.com

About Moodle: http://moodle.org/

About ARIS:

http://www.ids-scheer.com/en/Software/ARIS_Software/ARIS_Business_Architect/3731.html

About Tech Mahindra

Tech Mahindra is part of the multi-billion (USD) Mahindra Group, in partnership with British

Telecommunications plc (BT), the world’s leading communications service provider. Focused

primarily on the telecommunications industry, Tech Mahindra is a leading global systems

integrator, Business Process Outsourcing provider as well as Business transformation

consulting organization. Tech Mahindra has recently expanded its IT portfolio by acquiring the

leading global business and information technology services company, Mahindra Satyam

(earlier known as Satyam Computer Services).

http://www.adobe.com/



http://moodle.org/

http://moodle.org/

http://moodle.org/




http://moodle.org/


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