Agenda

Software Group

IBM Smarter ProcessBPM, ODM and Mobile - Overview and Demonstration

[email protected]. Consulting BPM Solution Architect Open Group Master Certified SW IT Specialist

http://IBMBPMDemos.com for more information and resources

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Agenda

‣ BPM Overview• Where BPM fits – Human-to-Human and Human-to-System

• BPM Capabilities – Design, End-user Experience, Analysis

• Business-friendly & I/T savvy – Simplicity with Sophistication

• Rapid, Agile and Iterative Lifecycle

‣ BPM in Action Demonstration:• Process Designer – Model, Build, and Run using Agile “Playback” approach

• Process Optimizer – Heat Maps, path analysis and end-2-end metrics

• Process Portal & Mobile – Turnkey End User Experience‧ Easy to use Inbox for Task Management‧ Social features for collaboration‧ BAM Dashboards for monitoring in-flight work‧ Custom Reporting for visibility and insight‧ Mobile enabled for any device

‣ Questions and Answers

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“An estimated $5 billion is up for grabs for the insurer who figures out how to make insurance as simple as ordering a value meal from a local fast food joint.”

~ US Consumers Willing to Pay Five Percent More For Their Insurancehttp://www.thetruthaboutinsurance.com/u-s-consumers-willing-to-pay-five-percent-more-for-their-insurance/

Why shouldn’t opening a new account or filing an insurance claim be as easy as buying a book online?

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What does it mean to be easy to do business with?

Insurance:Can I report an accident on my mobile device and automatically trigger a tow truck and taxi?

Healthcare:Can I shorten hospital stays by one or two days without compromising treatment quality?

Government:Can I speed up passport control at the border for pre-certified frequent travelers?

“Amazon, Apple and Netflix provide the customer satisfaction benchmarks to which [other business] must aspire”

~ Where is the ROI on Customer Experience?Systems & Technology Journal, 2012

“Amazon, Apple and Netflix provide the customer satisfaction benchmarks to which [other business] must aspire”

~ Where is the ROI on Customer Experience?Systems & Technology Journal, 2012

Banking: Can I instantly add a family member to my credit card account?

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Your customers are no longer your customers

~ Global Consumer Banking Survey 2012,Ernst & Young

“The proportion of customers

planning to change banks has

grown by 70% since 2011”

Homeowners in the 18-34 range changed insurance carriers 2.5x more often than those 51 and older~ The Voice of the Personal Lines Consumer

Deloitte Research, 2012

“RETENTION IS THE NEW HOLY GRAIL”

~ Beyond Price: The Rise of Customer-Centric Marketing in Insurance, McKinsey & Company, 2012

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Effective business operations create superior customer experiences

Process today plays a critical role in driving customer experience initiatives…from companies looking to overhaul customer service processes to companies seeking to deliver more compelling experiences that incorporate big data analytics and real-time guidance.

The Forrester Wave: BPM Suites, Clay Richardson & Derek Miers, 2013

Customer experience is the #1 factor in both customer retention and acquisition:

“Customer-Centricity…”, Boston Consulting Group, 2012.

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Process efficiency alone is no longer sufficient to ensure success

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Customer-centric business operations drive top line growth

April 21, 2023

IBM’s approach for reinventing business operations

- to enable greater customer-centricity

- in the age of mobile, social, cloud and big data

- while driving efficiency and optimization into end-to-end processes

IBM’s approach for reinventing business operations

- to enable greater customer-centricity

- in the age of mobile, social, cloud and big data

- while driving efficiency and optimization into end-to-end processes

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April 21, 2023

Improve business efficiency & innovation with Smarter Process

AccountAdministration

InvoiceReconciliation

Teams

ExecutiveManagement

Finance & Ops

ExecutiveMgmt

Risk Management

Teams

CustomerService

Finance and Ops

Rules

Rules Rules

Account

Admin

Inefficient working environment

Incomplete or inaccurate data flow

Inconsistent prioritization

Lack of control over the process

Poor visibility into process performance

Automate workflow & decision making

Reduce errors and improve consistency

Leverage existing systems and data

Streamline processes and initiate actions

Real-time visibility and process control

Typical process problems BPM brings order to the chaos

BillingBilling

ERPERP

ImagingImaging

CRMCRM

CustomerService

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April 21, 2023

Smarter Process in ActionSmarter Process in Action

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April 21, 2023

Business Process Management Fundamentals

BPM Defined: An integrated approach to aligning the key activities of an organization into processes that you can consistently measure to optimize value to your organization and its end customers.

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April 21, 2023

Typical Business Process Challenges & ResultsOptimize Human-to-Human and Human-to-System workflows

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

Organizations had > 90% success rates on BPM projects.

67% of projects were completed in < 6 months, 50% in < 4 months.

77% of projects had returns greater than $100,000 per project.

BPM projects had 10% or more Internal Rate of Return (78% had >15% IRR, some as high as 360%)

80% of the respondents felt an increase in competitive advantage.

BPM’s value to the company was higher than ERP, CRM and SCM.

(Source: “Justifying BPM Projects”, Gartner)

Organizations had > 90% success rates on BPM projects.

67% of projects were completed in < 6 months, 50% in < 4 months.

77% of projects had returns greater than $100,000 per project.

BPM projects had 10% or more Internal Rate of Return (78% had >15% IRR, some as high as 360%)

80% of the respondents felt an increase in competitive advantage.

BPM’s value to the company was higher than ERP, CRM and SCM.

(Source: “Justifying BPM Projects”, Gartner)

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Process Improvement requires a “Third Way”

Flexibility

BuildBuild

BuyBuy

CustomizedUniqueHigh TCOIT bandwidth

“Third Way”

++--

Reduced timeInitial CostStandard Feature setReliance on vendorResponse to Change

++---

Process-improvement requirements are likely to be unique, which favors build rather than buy. And, the timeframes and costs of both are often not compatible with process improvement. So, a ‘third way’ is required.

BPM

Lower cost/time

IBM BPM is a “Best of Both Worlds”

approach.

Rapid ~ Agile ~ Iterative Roll out a custom Process Application in less time &

lower cost than buying and customizing a

packaged application.

Why BPM

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ExecutiveManagement

CustomerService

InvoiceReconciliationTeams

Finance and Ops

AccountAdministration

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2

3

5

4

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1. Unstructured Tasks(Phone, paper, email attachments, etc.)

2. Inefficient Working Environment Spans Systems

3. Inconsistent Prioritization

4. Incomplete or Inaccurate Data Flow Between Systems & People

5. Lack of Control Over Process Flow and Business Events/Exceptions

6. Poor Visibility Into Process Performance

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2

3

4

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Typical Process Problems – Business Chaos

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ExecutiveManagement

CustomerService

InvoiceReconciliationTeams

Finance and Ops

AccountAdministration

1

2

3

5

4

6

Typical Process Problems – Business Chaos

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1. Automate workflow & decision making

2. Reduce errors and improve consistency

3. Standardize resolution across geographies

4. Leverage existing systems and data

5. Monitor for business events and initiate actions

6. Real-time visibility and process control

Customer Benefits:

• Huge Reduction in Manual Work, Errors

• Faster, More Consistent Issue Resolution

• Metrics, measurements, visibility and business-friendly reports

• Rapid, Agile and Iterative process improvements

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BPM Orchestrates Human to Human, Human to System & Inter-system Interactions…brings order to the chaos

ExecutiveManagementCustomer

Service

InvoiceReconciliation

Team

Financeand Ops

Account Administration

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BPM Results:

Visibility

Agility

Control

Collaboration

Automation

Integration

Governance

Optimization

BPM Orchestrates Human to Human, Human to System & Inter-system Interactions…brings order to the chaos

ExecutiveManagementCustomer

Service

InvoiceReconciliation

Team

Financeand Ops

Account Administration

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ExecutiveManagement

CustomerService

Risk ManagementTeams

Financeand Ops

AccountAdministration

• Modeling

• Monitoring

• Automation

• Governance

• Optimization

• Rules

• Business Data

• Documents

• Events

• Integration

• Collaboration

• Analytics

The essential BPM capabilities

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BPM Roles-based Platform – Rapid, Agile and Iterative

Worker

BPM Developer

Business Analyst

Manager

Administrator

Process Modeler

BPMShared Model

Process Center

Process Designer

Process PortalAdmin Console

OptimizeDesign

Execute

Process Inspector

Process DesignerProcess Optimizer

Process Portal

Dashboards

UI Screen Flow Coaches

• Collaborative platform

• Iterative, shortened development cycle

• What you model is what is executed!

• Shared process model (Always Runnable)

• Lower technical effort (less time, cost, risk)

• Simplicity with Sophistication(Business-friendly & IT-Savvy)

Process TemplatesBlueworksLive.com

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The simplest way to get started with BPM

Process Discovery“Modeling for Documentation”

The quickest way to deliver robust process applications

Process Implementation“Modeling for Execution”

http://BlueworksLive.com

IBM Business Process Manager

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BPM in Action Rapid, Agile and Iterative

Process Discovery, Modeling & Analysis

Process Center

Shared Model OptimizeDesign

Execute

Business Analyst

Analyzeand Improve

Process Optimizer

Worker

Process Portal

Process Coach UIs

Execute and Monitor

Manager

Process Portal

Import Process ModelBusiness Modeler

Process Designer

Model for Execution

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BPM in Action

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Smarter Process – Mobile + Process, Rules & Events

Snap Deploy

SnapDesignBWL>PD

BR1

DM1 DM2 DM3Incdnt Mgmt

OPT+ BR2 BR3On Thy Fly

BWL1 BWL2

BWL Col Dash AOPPSpanish Collab AO

Collab OF

Map

PPTour OF PD BFS NM

PD Tour

Responsiv

ppdDIAGs

PD Collab

Visibty ME

Visibty VIPPBKiPho

ODM 1

ODM 2

NST

BFS

BFS GEO

eSIG

Dash OFSAP SAP

SAP SAP

SAP ART OTP

Tour

BFS

BPM85 E2E

iPAD

iPho

ICLGOPT ODM Retail

MOF

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10. Cloud Enabled

2. In-Context CollaborationReal-time Multi-person Screen-sharing

5. SnapshotsSeamless Versioning

Design-time & Runtime

4. Process PlaybacksIt’s ALWAYS Instantly Runnable!

1. Process Blueprints Collaborate on Process Modeling

3. Intelligent DashboardsAnd Custom Reporting

7. Process OptimizerDeep metrics and Visual Heat Maps

IBM BPM Platform: Key Differentiators

6. Process CenterShares Process Model for

Continuous Process Improvement

OptimizeDesign

Execute

BPMShared Model

Process Center9. Mobile Ready

8. Proven Methodology Rapid, Agile, Iterative

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4. Process/Decision Centers

2. Social Collaboration

6. Mobility

9. Loosely Coupled, Tightly Integrated:

BPM + ODM + Mobile

BPM Project

to Program

BPM Project

to Program

3. Social IntelligentDashboards

Shared Model OptimizeDesign

Execute

1. Process/Decision Discovery

7. BPM/ODM for Private/Public Clouds

IBM BPM+ODM: Key Capability Areas (a.k.a. Differentiators)

Private Clouds

8. Proven Methodology: Rapid, Agile, Iterative

5. Visibility/Optimization

Confidential

BPM Process Discovery & Modeling in the Cloud– Process modeling and analysis– Social collaboration– Easy enough for novices and rich enough for experts

BPM Process Modeling & Implementation• Rapid process application development• Continuous process improvement• BPM program management

Education, Enablement and on-demand Services• Quick Win Pilots• Role-based education & mentoring• Expert Services when and where they’re needed

Links to Your Next Steps…Including Education and Enablement Services

http://BlueworksLive.com

http://IBMBPMDemos.com

http://www.ibm.com/developerworks/websphere/services/

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Merci

Grazie

Gracias

ObrigadoDanke

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