transform your company through modern process applications - emea
TRANSCRIPT
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Transform your Company through Modern Process Applications
Presented May 21st, 2015
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About AIIM
AIIM is the Global Community of Information Professionals AIIM believes that the information systems we use at work should be simple, secure, and available anywhere, anytime, and on any device. Our mission is to improve organizational performance by empowering a community of leaders committed to information-driven innovation. Learn more at www.aiim.org
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AIIM Presents:
Transform your Company through Modern Process Applications
Neil Ward-Dutton Co-founder and Research Director MWD Advisors
Kevin Dalley Digital Transformation & Strategic Change Consultant
Malcolm Ross Vice President of Product Marketing Appian Corporation
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Introducing our Featured Speaker
Neil Ward-Dutton
Co-founder and Research Director
MWD Advisors
speaking on
The Digital Process Imperative
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A Perfect Storm
5
“If the rate of change on the outside exceeds the rate of change on the inside, the end is near.”
- Jack Welch
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Customer Experience excellence is today’s Big Thing – but what’s involved?
Your customer
Customer Journey stage 1
Customer Journey stage 2
Customer Journey stage 3
Customer Journey stage n
Customer Journey
stage n+1
Gather intelligence through each customer journey to make future experiences more engaging
Marketing
Sales Operations
Service
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Integrating services for customer experience excellence – the challenge
Your core
Your service centres
Partner A
Partner B
Supplier X
Supplier Y
Enterprises and value chains have been engineered to be
dispersed, flexible
Great experiences need to be integrated
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Don’t drop the ball
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Mo Cl
A combination of technology shifts = An explosive reaction!
So Bd + + +
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Just one example of the service innovation that’s possible
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All this creates new frontiers for the coordination of work and resources
Who?
When? Why?
How?
What?
Where?
BPM is not just about back-office efficiency!
Neil Ward-Dutton, Founder and Research Director @neilwd [email protected]
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Introducing our Guest Speaker
Kevin Dalley
Digital Transformation & Strategic Change Consultant
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What was it that led Punch Taverns to transform its systems, and take a
process-centric view?
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Punch Taverns
c4,000 pubs across UK
Lease / franchise model
c400 staff split evenly across field and head
office
EBITDA: £205m Profit: £69m
(2013/14)
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Pressures on UK Pubs
Increase in leisure options
Changes in the way people socialize
Supermarkets
Government Intervention
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Process view
Geographic challenges with large mobile workforce
Established traditional process and practice
Multiple third parties
Challenges Requirements
Mobile capability
Cloud based
Integration
Our chosen approach
Process approach supported by Appian BPMS
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What were the key goals you needed to achieve with the programme?
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Goals
Improve efficiency (costs and customer service)
Speed/ agility (reduce process time)
Cater for regulation (improved control
and audit capability)
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How did you go about making the business case for investment?
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Getting Started
Pub Investment process: • Important business challenge • Implemented quickly • Demonstrated capability and
benefit • Created “license” to progress to
broader change
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What has been achieved so far?
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The Journey
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How did you go about analysing and designing your business processes?
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Approach to Process Change (2)
Developed a high level process map
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Approach to Process Change (2)
Built a high level analysis plan by periods (4 weeks)
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How did you go about developing your system(s)?
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Agile Delivery
•“Failing Forward Fast”
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What kind of results have you seen so far?
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Results
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What were the critical success factors of the programme?
What advice would you give someone else carrying out a similar programme,
based on what you learned?
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Lessons
People
Senior level sponsorship
Listen!
Working with different
levels of the organisation
Agile Change Approach
“Improv” v careful
orchestration
Be flexible
Constantly evolve and iterate
80-20
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Introducing our Sponsor Speaker
Malcolm Ross
Vice President of Product Marketing
Appian Corporation
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The IT Innovation Burden
80% of IT Resource Spent on Maintaining Systems of the Past
20% on IT Innovation to Business Operations
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Don’t Miss Your Opportunity
“You miss 100% of the shots you never take” - Wayne Gretzky
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IT Complexity In the Way
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Leverage Enabling Technologies
Cloud
Model Driven / Agile Development
Native Mobility
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Enterprise Platforms Should Be
easy + powerful + unified …to build …to use …to change
…secure …scalable …always current
…reuse designs …remove silos …works on any device
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Realize Your Business Ideas Faster
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Learn More At…
http://ap.pn/1Fm6q0P
Punch Taverns Case Study
The Modern Enterprise Application Platform http://ap.pn/1Fm6IEM
White Papers
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QUESTIONS?
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AIIM Resources
www.aiim.org/research Download AIIM Studies
aiim.org/training
• Enterprise Content Management Improve customer and staff engagement, ensure compliance, and automate business processes.
• Business Process Management Map, design, and automate operational processes for your organization using a combination of strategies, change management, and technologies.
• Taxonomy & Metadata Optimize navigation, findability, and information discovery through content classification.
• Information Governance Create an information accountability framework that reduces costs, manages risk, and optimizes value.
• Managing Records & eDiscovery with SharePoint 2013 Manage records, ensure compliance, and prepare for civil litigation requests.
• Electronic Records Management Know what to keep and what to discard as volume, variety, and velocity of digital information intensifies.
AIIM Training
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Enterprise Content Management (ECM)
Business Process Management (BPM)
Capture & Scanning Collaboration Content Analytics
Electronic Records Management (ERM)
Information Governance Search SharePoint Taxonomy & Metadata Web Content Management
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