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Optimizing Business and Process Performance with Business Modeling, Analysis, and Monitoring
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Reducing Costs Is Important, but Improving the Quality of Business Processes Is the Most Important Business Goal …
Mean summary: 1= not at all important; 7 = extremely important
Survey question: For the BPM project(s) currently implemented or planned in the next 12 months, rate the importance of each of the following business goals.
N = 313
5.81
5.79
5.68
5.58
5.57
5.53
5.09
5.04
5.04
4.98
4.95
1 2 3 4 5 6 7
Improving Customer Satisfaction
Continuous Process Improvement
Reducing Costs
Improving Customer Experience
Improving Business Agility
Transforming Your BusinessImproving IT Department's Ability to Make Changes to Systems
Underlying Business ProcessesAutomating a Particular Process for the First Time
Empowering Business Users to Make Certain Changes toProcesses and Underlying Solutions
Modernizing Existing Solutions Using BPM and SOA
Mean
* BPM Users Demand Flexible and Insightful BPM Tools, North America and Western Europe, 2008 Gartner
Improving the Quality of Your Business Processes
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Users Need to Be Able to Change Process Flows or Business Rules Several Times a Year - Gartner
Survey question: Thinking of the most impactful BPM project your organization is implementing or will undertake, how frequently will you need to change the process flows or
business rules in the solution that supports the business processes in your organization?
Frequency of Process Change
N = 313
* BPM Users Demand Flexible and Insightful BPM Tools, North America and Western Europe, 2008 Gartner
05
1015
2025
3035
40
SeveralTimes a
Year
Monthly Ad HocBasis
Weekly Once aYear
Less ThanOnce a
Year
Daily Rarely(Less ThanOnce EveryTwo Years)
Don't Know
Percentage of Respondents
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Why is the quality and visibility of business processes so critical ?
“You can’t manage what you
don’t measure” Peter Druker
• How can I see what’s happening in my business processes in real- time?
• Are we meeting our service level agreements?
• How can we find and fix problems early – before they affect customers?
• What is the day-to-day process cycle time? Can we decrease it with current staffing levels?
• How to summarize process performance in aggregate business metrics?
• Can we institute a continuous process improvement methodology?
(1) Gartner: 25 ways to cut IT costs, Linda Tucci, October 21, 2008, SearchCIO.com
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Transactional Content Management: Process
• Business process management (BPM) is a technology-based approach for understanding, automating, and optimizing your processes…– Understand: Complete view of
processes across the organization– Automate: Execute and automate
processes in a production environment– Optimize: Continuous process
performance improvement• Technologies
– Business process analysis– Process execution– Business activity monitoring– Systems-based integration– Forms management
Understand, automate,and optimize
ANALYZE
DEPLOY
EXECUTE
MONITOR Optimize
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EMC Documentum Process Suite
BPA Server
Process Engine
BAM Server
DocumentumRepository
Process Analyzer
Business Activity Monitor
Process Navigator
Business Process Manager
AnalyzeAnalyze
DeployDeploy
ExecuteExecute
MonitorMonitor
Alerts
Process Simulator
Forms Builder
Business Process ServicesProcess Client
Business Analyst
IT/Process Developer
Workflow Performer
Operations Manager, ExecutiveDashboards
Web Services
ESBs
Data Sources
Collaboration
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ProcessDiscovery
ProcessDesign
ProcessImplementation
• What is the current situation?• Identify problems
• Capture requirements
• Define the end state• Compare to current
• Get alignment
• Connect to execution environment• Implement technically
• Deploy solution
Process Improvement
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EMC BPA Capabilities
Rapid Rapid Process Process
KnowledgeKnowledge
Shared Shared AccessAccess
Reusable Reusable AssetsAssets
BusinessBusinessProcessProcess
RepositoryRepositoryCollaborationCollaborationCollaborationMulti-
DimensionalAttributes
MultiMulti--DimensionalDimensional
AttributesAttributes
Analysis &SimulationAnalysis &Analysis &SimulationSimulation
DynamicVisualization
DynamicDynamicVisualizationVisualization
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Dynamic Visualization
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Process Analysis
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Insights from Simulation
As Is Process To Be ProcessAverage Process Duration
11 hours 3.6 hours
Total Variable Cost $36,500 $16,000
Throughput Completed 39 processes out of 66
Completed 71 processes out of 77
67% faster
56% cheaper
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What is BAM?
“BAM is a way to gain meaningful, instant visibility into enterprise operations”
- Gartner
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Business Problems:
Business KPIs report historical, not real-time news– Information received could be too late to take actions.– Corrective action taken on historic data.
Operations managers lack the visibility to manage SLA targets
– Poor visibility into leading indicators of problems.
Lack of confidence and uncertainty on reports– Varied reports from different points of time and
sources
Data and Report Proliferation– Multiple reports and monitoring tools for each
application– No central system to capture and correlate business
events from different applications
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BAM vs. Current Operational Reporting Approaches
Spreadsheets, SQL queries, local databases
– Problems: consistency, security, poor user productivity; ability to analyze only one database
ERP/CRM reporting and analysis
– Problems: great for reporting off one system; most companies have many
Homegrown solutions
– Problems: starts out cheap, gets more expensive with every expansion and evolution. High maintenance costs
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The Overall Landscape
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EMC BAM Solution
• EMC Process Suite BAM (Business Activity Monitoring) enables business operation workers and managers to:
– Monitor key business metrics in real-time, e.g. Key Performance indicators (KPI’s) or Service-Level Agreements (SLA’s)
– Analyze real-time data to identify process bottlenecks, exceptions, and solutions to business problems.
– Act on current conditions either automatically or manually from a dashboard in order to meet business needs
– Proactive - quickly identify and react to situations before they become problems – reducing risk and improving business agility.
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Real-Time Process Performance at Your Fingertips
Documentum Business Activity Monitor
Web 2.0 Flex-based
Dynamic KPI tracking
Interactive charts and drilldowns
Graphical dashboard builder
Active alerts and response
Documentum Process Reporting Services
TaskSpace components
Quickly identify and react to situations before they become problems – reducing risk and improving business agility.
Rich user experience for dynamic business processes Sense, Assess, Respond
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Process Diagram Dashlet
Quickly see where the process is right now
See immediately which activities have already
happened
BENEFIT:Look inside a running process
Drill down for more detail on performers, data, and timing
Gives you the information you need to diagnose problems
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Performer Report Dashlet
Process Performers
Number of ProcessesHandled
BENEFIT:Aggregate data from multiple instances for
a day, week…
See the amount of work done by each performer. Similarly, you could show the average time for each performer
This extends to business data such as product, customer, region, revenue
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Trend Dashlet
Notice Exceptions
Service Level Agreement
BENEFIT:Visualize process behavior over time
Notice exceptional behavior
Spot trends
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The Alert Dashlet
Alert Condition
Alert Severity
Status
BENEFIT:Easily customize Alert conditions
Alerts trigger automatically and are sent to responsible party
Fix problems before they affect your customers
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Benefits of Documentum BAM
Real-time alerts for immediate action
View process details at the instance level
Understand performance at the aggregate level
Track key performance indicators against SLA’s
Get visual insight from user configurable dashboards
Use performance information for continuous process improvement
Quality &Customer Service Cost and Time
Savings Visibility & Control
Summary
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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 percent
Streamlined processes – accelerating work, while reducing operating costs
More compelling/engaging customer experience
Reduced risk; automated compliance control
Business Benefits