1 © 2009 IBM Corporation Optimize Process Performance with Analyzer, Monitor & Business Intelligence Paul Cheung, Consulting IT Specialist | [email protected]
1 © 2009 IBM Corporation
Optimize Process Performance with Analyzer, Monitor & Business IntelligencePaul Cheung, Consulting IT Specialist | [email protected]
2 © 2009 IBM Corporation
Agenda
• Performance Optimization
• Requirements & Challenges
• Enablers & Solutions
• Solutions & Demos
• Analyze: Extract the value of information for process improvement
• Monitor: Access real-time information for operational management
• Optimize: Make smart decisions with trusted intelligence
3 © 2009 IBM Corporation
■ Performance■ Performance
■ Process■ Process
■ Information■ Information
Performance Optimization: Requirements & Challenges
� 47% of users don’t have confidence in their information
� 59% of managers miss information they should have used
� 42% of managers use wrong information at least once a week AIIM & Accenture Surveys, 2007
� Improving business processes was the #1 business priority for the 4th consecutive year
� 85% of CIOs see significant change coming over the next 2 years for IT to meet rising business expectations
� 75% of the companies surveyed said their approach to change management was usually informal, ad hoc or improvised IBM CEO Study, 2008
Gartner Executive Program Survey, 2008
� Improving agility to adapt to changing conditions is the #1 pressure facing companies in 2009
� Business intelligence as technology priority is ranked #1 to increased visibility and transparency
Aberdeen Research, 2009
4 © 2009 IBM Corporation
Performance Optimization: Enablers & Solutions
Manage data and content over its lifetime and as part of processes
Customer & Product Profitability
Workforce Optimization
Dynamic Supply Chain Multi-Channel
Marketing
Financial Risk Insight
Business Optimization
OtherInformationSources
Establish and maintain an accurate, trusted view of information
Plan, understand and optimize business performance
■ Performance■ Performance
■ Process■ Process
■ Information■ Information
5 © 2009 IBM Corporation
IBM FileNet Business Process Management Suite V4.5
Execute OptimizeBuild
P8 Process EngineP8 Process Engine
P8 Content EngineP8 Content Engine
BAM
(Cognos Now!)
BAM
(Cognos Now!)
Process DesignerProcess Designer
Process SimulatorProcess Simulator
Process AnalyzerProcess AnalyzerVisio ConnectorVisio Connector
Agile ECM FrameworkAgile ECM Framework
BPFBPF
eFormseForms
Business Activity Monitor for real-time monitoring
OLAP-based processanalytics & reporting
Integrated process execution & content repository enabling Active Content
Business Process Framework (BPF)for case mgmt & rapid app dev
Leverages Web 2.0 Mashups & Widgets forbuilding Flexible UI elements
Define & runsimulation scenarios
XPDL SupportEnhanced in 4.5 with new features
BPMN modelingusing MS Visio
Cogno 8 BICogno 8 BI
Performance management with reporting, dashboards & scorecarding
6 © 2009 IBM Corporation
Optimize Process Performance: Under the Hood
Event Log
P8 PE P8 CE
WF DefScenario
Sim Data
Process Analyzer
OLAP DB
OLAPData Cubes
Fact TablesP
rodu
ctio
n
� Production Analytics� MS Excel (default)� Optional: Cognos 8 BI, Crystal Reports,
Brio, Business Objects
Process SimulatorSimulation Animation
3rd Party Applications
WebServices
JMSHTTP
EAI
Additional Event Sources
Process Analyzer
OLAP DB
OLAPData Cubes
Fact TablesS
imul
atio
n
Simulation Analytics
Real-Time Data
BAM (Cognos Now!)
In-Streaming DB
Raw Data + Context Data
Views | Rules | Alerts | KPIs
� Operational Dashboard� Activity Monitoring� Event-based alerts & escalations
Cogno 8 BICogno 8 BIHistorical Data
� Batch & Ad-Hoc Reports� Advance Analytics� Planning & Scorecarding
7 © 2009 IBM Corporation
FileNet Process Analyzer (part of FN BPM)• What is it?
• Provides dynamic, chart-based analyses of workflow activities
• OLAP (On-Line Analytical Processing) technology for data analysis
• Offers OOTB & custom reports through MS Excel-based Client
• When do you need it?
• Insight to historical and near-real time process performance for improvement
• Access to statistical process data from Process Engine or Process Simulator
• Allow business users to quickly filter, slice & dice and drill down to detail process info
Extract the value of information for process improvement
8 © 2009 IBM Corporation
How You Can Use Process Analyzer
Drill-down
Filter data(limit dimension
members)
Define data(add or limit data sources)
Add user defined dimensions & measures
Modify chart appearance
(Excel feature)Keep or refresh data (Excel feature)
• Measure: Processes• Workflows• Queues• Steps• Users
• Leverage: Reporting Cubes• Workload• Workflow processing time• Queue load• Work item processing time• Work-In-Progress
• Optimize: End-User App• MS Excel (default)• Cognos 8 BI• Crystal Reports• Brio Reports• SAP Business Objects
9 © 2009 IBM Corporation
FileNet Business Activity Monitor (Cognos Now!)• What is it?
• “A way to gain meaningful, instant visibility into enterprise operations”(Gartner)
• Enables business users to measure, monitor and manage business performance
• Works with Process Analyzer, WPS & 3rd party applications to monitor business activities
• When do you need it?• Empower business users with control
& access to critical operational info• Quickly respond to events as they
occur or better yet…proactively monitor events
• Greater insight into business performance across multiple systems & functions, in near real-time
Access real-time information for operational management
--Send E-Mail
Visual Alert
Send SMS
Send Page
Launch Process
Invoke Web Service
Action!Action!
VisibilityVisibility
10 © 2009 IBM Corporation
How You Can Use BAMIndustry Use Scenarios Metrics
• Service level assurance• Call center & BPO staffing
optimization• Fraud detection &
compliance enforcement
• Time to resolution• Average calls per hour• Complaint types & sources• Escalation frequency• Average cycle time
• Claims processing • On-boarding / enrollment• Fraud detection• Workload management• Account origination• Mortgage loan processing
• Average processing time• Total process cost• Error rate & correction costs• Fraud alerts & detections• Customer retention rate• Credit score & risk ratio
• Case management• Fraud monitoring• Workforce optimization• Suppliers management
• Open to close case ratio• Exceptions & escalations• Active cases to agent ratio• Delivery default rateGovernment
Cross-Industry
Financial Services & Insurance
11 © 2009 IBM Corporation
Business Intelligence (BI) for Performance Management• What is it?
• Enables everyone across an organization to make faster, better decisions
• Provides breadth of capabilities from reporting, and analysis, to dashboards and scorecarding
• Delivers relevant, trusted information from across multiple enterprise sources including transactional systems, data warehouses (relational and OLAP-based), and modern sources like XML
• When do you need it?• Enterprise level reporting capabilities and
robust analytical tools
• Provides a comprehensive, consolidated view of BPM & other business data
• Provide contextual information & intelligence to business users for ad-hoc reporting & decision making Make smart decisions with trusted intelligence
12 © 2009 IBM Corporation
Three Questions that Drive Performance
IT
SALES
MARKETING
CUSTOMERSERVICE
HR
OPERATIONS
PRODUCTDEVELOPMENT
FINANCE
Why?How are we doing?
What should we be doing?
12
13 © 2009 IBM Corporation
How You Can Use BI for Performance Management
IT
SALES
MARKETING
CUSTOMERSERVICE
HR
OPERATIONS
PRODUCTDEVELOPMENT
FINANCE
Measuring &Monitoring
Reporting &Analysis
Planning
13
14 © 2009 IBM Corporation
A Sample Use Case with ECM, BPM & BI
• Financial Reporting
• Applicable Industry: Cross Industries
• Sample Content & Information Assets:• Income Statement• Balance Sheet• Capital Expenditure• Budget Plan
• Embed review and approval Process to monthly, quarterly, and annual financial report cycles
• Include BI reports as Content and check into repository to allow versioning and collaboration
• Ensure Compliance with audit trail, content and record management capabilities
15 © 2009 IBM Corporation
Business Background
� Improve customer service & increase customer service agent productivity in auto loans and leases organization
� Comply with corporate records policy
� Monitor process productivity
Customer Case Study 1
� Diversified automotive corp.
� 18th-largest privately held U.S. company with $11.1B revenue
� 4,600 associates
� On InformationWeek 500 list of leading technology innovators for
Key Objectives
� Faster customer transaction execution
� Time & cost savings via elimination of 168,000 printed pages annually
� Cost-savings & compliance with automated record declaration
� Business process metrics provided to Cognos to monitor overall productivity & performance
Solutions Delivered to Date
Results
� Integrated P8 Platform� Content: Content Manager � Process: BPM, BPF,
eForms, Process Analyzer and BAM
� Compliance: Records Manager
� Other Integrations� Citrix portal
application framework
� Cognos 8 BI � Mainframe CICS
system & SQL DB
16 © 2009 IBM Corporation
Business Background
� Automation of manual processes
� Integrate various systems for more seamless access & info retrieval
� Improve customer service
� Improve productivity
� Improve KPI reporting & management
Customer Case Study 2
� One of the largest banks in Australia
� One of the top 15 publicly listed companies in Australia
� Over 8,500 employees
Key Objectives
� Reduced manual processing
� Reduced paperwork
� Better process management through real time & historical reporting
� Improved Performance Management and Workload balancing
� End–to–End Process Refinement
� Component Reusability
Processes Delivered to Date
Results
� Business Services� High volume, low
complexity requests� Short lived workflow� Minimal host integration� E.g., disputes, customer
admins, estate mgmt
� Loan Services� Low volume but complex
Business Rules� Long lived workflow� Extensive host integration � E.g., Repaid loans, full &
partial discharges, substitutions, loan admins
17 © 2009 IBM Corporation
IBM ECM Customer Case Study: Process Map (Process Designer & Simulator)
18 © 2009 IBM Corporation
IBM ECM Customer Case Study: User Interface (eForms & BPM)
19 © 2009 IBM Corporation
IBM ECM Customer Case Study: Loan Servicing Work Queues (BPM & BAM)
20 © 2009 IBM Corporation
IBM ECM Customer Case Study: SLA Monitoring (BAM) with Drill-Down
21 © 2009 IBM Corporation
Analyze, Monitor, and Optimize Your Processes
■ Performance■ Performance
■ Process■ Process
■ Information■ Information
■ Optimize■ Optimize
■ Monitor■ Monitor
■ Analyze■ Analyze
FinancialFinancial InsuranceInsurance GovernmentGovernment ManufacturingManufacturing Cross IndustryCross Industry
22 © 2009 IBM Corporation
Disclaimer
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