Increasing Business Performance For Transactional Processes

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Increasing Business Performance for Transactional Processes


What will you do?...

How do I reduce operating costs?

How do I better retain and acquire new customers?

How do I reduce risk?

Do more with less

Deliver value faster


Speed to Value Through Dynamic Business Applications

Forrester Report 41397, Sept 24, 2007

“IT’s primary goal during the next five years should be…enterprise software that adapts to the business and its work, and evolves with it.”

Inflexibility limits process changes

Poor cross-functional processes

Lack of visibility into process results

Business requirements vs. application mismatch

Poor internal/external collaboration tools

Poor industry-specific functionality

Can’t extend processes to external partners

77%

77%

76%

76%

65%

53%

47%

Considering your existing enterprise application implementations, how important are the following business problems?(Percent answering “important” or “very important”)

“Forrester calls this new generation ‘Dynamic Business Applications,’ emphasizing close alignment with business processes…and adaptability to business change.”

SOA {“Service-oriented architecture”

DynamicBusiness

Applications

Business InsightAdapt to the business’ needs for analysis and

reporting

User ExperienceAdapt to the

context of user, task, process

Business PoliciesAdapt to the

policies, automate decisions

Business ProcessAdapt and automate business processes

Business process management (BPM), business event management

Analytics, business activity monitoring, information as a service

Information workplace, social computing,

Business rules


Focus on Transactional Applications

• People, process and information intensive

• Cross-functional & decision intensive

• Customer and/or service facing

• Must provide an accounting of “how” and “why” decisions were made

• Greatest opportunity to reducing operational costs, delighting customers and reducing organizational risk

4


End-to-End Business Processes

Value Across the Enterprise

Transactional processes are cross-functional, cutting across organizational boundaries

“Cross-functional, end-to-end processes are the ones that matter most to the bottom line: to overall efficiency, customer satisfaction,

compliance, and responsiveness”—Bruce Silver & Associates


Key Transactional Applications

Case Management applies to all industries and directly to transactional applications


Case Management Addresses Problems Facing LOB Managers

Case management is a pattern of work common throughout many business

transactions that requires a group of people to systematically collaborate on content and data.


It’s All About the Case

What is unique about case management?• Knowledge worker and information intensive

• Highly collaborative (internal & external)

• Highly dynamic process – as well as structured

• Strong compliance/governance demands - case persists even after the processes complete

“Case management departs from the traditional view of structured and sequential predefined processes.

Instead, workflows are nondeterministic, meaning they have one or more points where different continuations are possible. They are driven more by human decision

making and content status than other factors.”

Mark Kerremans “Case Management Is a Challenging BPMS Use Case”

8 December 2008Gartner , Inc.


It’s All About the Case


Case Management in New Account Opening


A Collaborative Process: New Account Opening


Evolution to Accelerated Application Composition

Business ProcessManagement

Transactional ContentManagement

xCelerated CompositionPlatform (xCP)


Paper is Here to Stay

Paper remains ubiquitous and expensive

30% of all key business documents are paper-based

An average a document costs $40 before it ends its lifecycle

Up to 19 copies of a single document

$20 in labor to file each document

A single Invoice can cost $8 to process, (70% related to handling)

$1.00/per document to store and $5.00/per document to retrieve

Organizations lose one out of every 20 documents

Managing volume and variety

Forms, documents, digital pictures, electronic formats

Inefficiency and expense

Slow, sequential, “one-person-at-a-time” processing

Inadequate information access

Global, 360-degree access to customer data and business transactions needed

Compliance

Difficult to establish enterprise controls and comply with regulations

The Paper Management Problem


EMC Captiva Intelligent Capture

Capture all of your paper documents and transform these documents into electronic images and business data

– Support centralized and distributed scanning environments– Enable digital offices throughout your enterprise– Identify all documents and automate data capture from business documents– Provide immediate access to your documents to both individuals and processes

Invoice Number Vendor Name Purchase Date Subtotal Grand Total Payment Terms

10010 Acme Products 30 January 2008 $ 6,014.81 $ 6,025.88 Net 30 Days

CaptureCapture ClassifyClassify ExtractExtract ValidateValidate DeliverDeliver

“Document imaging will continue to deliver strong levels of business success in the form of helping enterprises move from paper-based to electronic-

document-centric business processes.”

“The substantial business value that many enterprises achieve with imaging…make imaging one of the safest ECM investment areas.”


Transform into electronic data that drives business processes

Data capture from unstructured document types

Invoices, applications, and other business documents

Captiva Dispatcher

Identify based on graphic and text characteristics

Route documents to appropriate processes or departments

Reduce—or eliminate—manual document preparation

Reducing document preparation costs

Automating data capture reduces cycle times

Validating extracted data improves data quality and the business process accuracy

Appforms

Quotes

ClaimsTaxreturns

Contracts

CLASSIFIED DOCUMENTS

Automated Classification and Extraction


Remote ScanPlus Clients-

Direct attached scanner

Remote IndexPlus Clients

Network attached MFP

Citrix

Network attached scanner

Remote Capture Server

Supporting Global Processes: Enterprise Capture

CaptureCapture ClassifyClassify ExtractExtract ValidateValidate DeliverDeliverCaptureCapture

Accelerate business processesImprove customer serviceReduce document-processing time

Key Benefits

Dedicated capture from central locations

High volume capture from branch offices

Low-volume ad hoc scanning from desktops, network scanners, and multi- function peripherals

Enabling Capture Anywhere


Managing Business ProcessesIn

put

Content

Com

plia

nce

Output

Documents& Faxes

Forms& emails

Data FederatedRepository

DocumentManagement

Reports

Applications

DynamicCommunications

Records

Security

Information Lifecycle & Storage

Search

Process

Business process management (BPM)

– Understand: Complete view of processes across the organization

– Automate: Execute and automate processes in a production environment

– Optimize: Continuous process performance improvementUnderstand, Automate, Optimize

ANALYZE

MODEL

EXECUTE

MONITOR Optimize


Process Automation and Deployment

Analyze and simulate processes before putting them into production

Intuitive graphical process modeling

Easily integrate with business applications

Rapid application development and deployment

ANALYZE

Model

EXECUTE

MONITOR Optimize

Analyze & Model


Process Execution Overview

Process orchestration

Human interaction and collaboration

SOA-based integration, adapters

ANALYZE

DEPLOY

EXECUTE

MONITOR Optimize

Execute


Making the Right Decisions, Faster

TaskSpace

Substantially accelerates development and deployment UI

Increases Knowledge Worker productivity

Optimizes document access and improve decision making

Integrates imaging and BPM into a single user interface


Collaboration: Enhanced Process Agility

Support ad-hoc process events

Collaboration as part of work process

Quickly make decisions

Address in-flight changes

Complete audit trail

?

Collaborate

AddTasks

AddContent

InviteMembers

SendNotification


Universal Process and Application Integration

Connect systems, data and people

Outbound and inbound message and event correlation

Built-in graphical data mapping and transformations

“Event-Action” model for ESB- based integration (loose coupling)

Robust protocols support: JMS, HTTP/S, SOAP, SMTP, WSDL, S/FTP, JDBC, POJO, FAX

Enterprise applications

Web ServicesESB/EAI Individuals

Content and Process Servers

Documentum Process Integrator

CRM


Real-time Visibility

Track processes as they occur in real time

View Key Performance Indicators (KPIs) at overall process and individual work level

Continuously make process improvements

ANALYZE

MODEL

EXECUTE

MONITOR Optimize

Monitor

Rich user experience for dynamic business processes Sense, Assess, Respond


Why Organizations Care About Personalized Customer Communications

New customer attrition: 30-40%

Why? Dissatisfaction: 35-40%

Source: Document Sciences Analysis, TowerGroup, 2006 World Retail Banking ReportSource: Aite Group

More than 50% of investors surveyed rated their ability to

understand communication between themselves & their firms at or below average

Response rate improvement using personalized communication

database, text, images

500%Source: Rochester Institute of Technology

Digital Printing StudySource: Forrester Consulting

51% of health plan members rate their plans as

unenjoyable & would consider switching for a more enjoyable

experience—more than any industry except cable TV


Customer Communications Management

Repurposing ofcontent in any format

Merging it withdata in any format

Producing personalizeddocuments in any format

For distributionto any channel


Enable global organizations to improve their customer experience through consistent, relevant, and cost-effective communications


Customer Communications Management

GrowGrow

RetainRetain IntroduceIntroduce

AcquireAcquire

WelcomeWelcomeDevelopDevelop

ManageIssues

ManageIssues InquireInquire

Collateral

Proposals

ContractsStatements

Correspondence

Billing


Documentum Dynamic Communication Services

Real-time, on-demand

High-volume batch

Contracts Statements

Collateral Correspondence

xml

xml

xml

xml

xml

xml

xml

xml

End CustomerDesigner

Data

Design

Content

E-mail

Archive

Web

Batch Print

Mobile


Example: New Account Opening

Benefits:Automates customer communications

Automatically records transaction

Accelerates and streamlines operations

Dynamic customer communications can occur at any step of the process


Process-enabled Customer Communication Management

Customer receives information alert e-mail containing link. After logging in, the customer reviews and supplies additional information.

InteractiveNotification request sent via e-mail, text message. Message links to personalized and secured web landing page.

Customer receives personalized correspondence and interacts further.

Customer receives information alert that was generated automatically as part of a business process.

Event TriggeredCustomer communications’ generation request triggered by step in a workflow.

Output request advances business process.


Content and Compliance with Case Management

Leverage common content and storage platform

– Eliminate information silos– Quickly find information throughout the

enterprise– Enable case management applications

with secure information management

Unified platform to meet all compliance requirements

– Archive repository– Records/retention management– Information protection– Full security & audit trail– Integrations with Line of Business

applications– Optimized storage


Putting it All Together

Process Optimization

Continuous process improvement and performance monitoring

Process Automation and Agility

Increase organizational productivity, efficiency, and flexibility through increased automation and rules-based decisioning

Dynamic Communication Services

Automate customer interaction and deliver personalized content across multiple channels

Information Management, Control, Access, and Delivery

Improve access to critical information and ensure secure document retention

Enterprise Information Capture

Improve efficiency of paper capture and accelerate capture of data into the business process

Increasing return on investment

31


Why EMC?

Industry’s only complete, end-to-end composition platform for case-based solutions

Applications up to 50% faster, greater agility and substantially lower TCO

Enhanced productivity up to 30%-50%

Streamlined processes – accelerating work, while reducing operating costs

More compelling/engaging customer experience

Reduced risk; automated compliance control

Business Benefits


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Increasing Business Performance For Transactional Processes

Technology

emc corporation

case copyright

case case management

process business requirements

business computing

documents copyright

key business documents

dynamic process