utilizing predictive modeling to meet business slas
TRANSCRIPT
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Utilizing Predictive Modeling to Meet Business SLAsIBM World of Watson 2016By Mike Monteiro, ECM Consultant and Marty Gulewicz, Engagement Manager
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The Importance of Being on Time
2. Uphold service level agreements (SLAs)§ Workers need them to understand
their performance§ Managers need them to plan work§ Clients expect them to be met
1. Late completion of banking processes results in…§ Regulatory fines§ Reputational risks (clients and regulators)§ Challenges collecting fees
3. Tactical information/awareness § Where am I now? § How can I react?
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Service Level Agreements (SLAs)
§ Measure teams on overall SLA adherence
§ Track tasks in danger of missing SLA
§ Take action before a task is overdue
If we all do our job, we will succeed!
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Tactical Information (Reactionary)
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What if you could predict when work would complete?
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Predict When a Task Will Complete
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Building a Predictive Model for ETC
1. COMPLETED TASKS
TASK COMPLETION
HISTORY
Collect completed tasks and case properties.
3. UPLOAD FORECAST
MODELUpload forecast model to IBM Bluemix.
4. SEND TASK
5. ESTIMATE TASK
COMPLETION DATE
Estimate new task ETC using the forecast model.
Build forecast model relating ETC to case and task properties.
2. TRAIN FORECAST
MODEL Modeler
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Model Training
§ Predict time-to-complete using SPSS forecasting model
§ Identify most important variables to monitor
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Manage at the Task Level
Manage risk and take action.
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Manage at the Case Level
Provide visibility to managers and case owners.
Roll each task forecast up to the case level.
React to potential customer concerns.
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Quick Review
You can build predictive tools into case solutions to manage the risk of overdue work.
ETC is an important measure of the health
and success of a business case.
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Mike Monteiro
THANKYOU
@da_global_gypsy
[email protected] Gulewicz
@PyramidECM#PyramidSolutions
Pyramid Solutions, Inc.