Software Group
IBM Smarter Process
BPM, ODM and Mobile - Overview and Demonstration
Bill.Hahn@us.ibm.com
Sr. Consulting BPM Solution Architect
Open Group Master Certified SW IT Specialist
http://IBMBPMDemos.com for more information and resources
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
2
Confidential
Why shouldn’t opening a new account or
filing an insurance claim be as easy as
buying a book online?
“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 Insurance
3
http://www.thetruthaboutinsurance.com/u-s-consumers-willing-to-pay-five-percent-more-for-their-insurance/
What does it mean to be easy to do business with?
“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
Insurance:
Can I report an accident on my mobile device
and automatically trigger a tow truck and taxi?
Banking:
Can I instantly add a family member to my credit
card account?
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?
4
Your customers are no longer your customers
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
“The proportion of customers
planning to change banks has
grown by
70% since 2011”
~ Global Consumer Banking Survey 2012,
Ernst & Young
“RETENTION IS THE NEW HOLY GRAIL”
~ Beyond Price:
The Rise of Customer-Centric Marketing in Insurance, McKinsey & Company, 2012
5
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.
66
Process efficiency alone is no longer sufficient to ensure success
7
Customer-centric business operations drive top line growth
8
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
April 7, 2015
9
Improve business efficiency & innovation with Smarter Process
BPM brings order to the chaos
Typical process problems
Account
Administration
Executive
Mgmt
Billing
Risk
Management
Teams
Invoice
Reconciliation
Teams
ERP
Account
Admin
Customer
Service
Rules
Imaging
Finance & Ops
Rules
Executive
Management
CRM
Customer
Service
Rules
Finance
and Ops
 Inefficient working environment
 Automate workflow & decision making
 Incomplete or inaccurate data flow
 Reduce errors and improve consistency
 Inconsistent prioritization
 Leverage existing systems and data
 Lack of control over the process
 Streamline processes and initiate actions
 Poor visibility into process performance
 Real-time visibility and process control
April 7, 2015
10
Smarter Process in Action
April 7, 2015
11
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.
April 7, 2015
12
Typical Business Process Challenges & Results
Optimize 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)
April 7, 2015
13
Process Improvement requires a “Third Way”
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.
IBM BPM is a
“Best of Both Worlds”
approach.
“Third
Way”
BPM
Build
Flexibility
+ Customized
+ Unique
- High TCO
- IT bandwidth
Buy
Lower cost/time
14
Confidential
Why BPM
+
+
-
Rapid ~ Agile ~ Iterative
Roll out a custom Process
Application in less time &
lower cost than buying and
customizing a packaged
application.
Reduced time
Initial Cost
Standard Feature set
Reliance on vendor
Response to Change
Typical Process Problems – Business Chaos
Customer
Service
Account
Administration
Finance
and Ops
Executive 6
Management
1
1 Unstructured Tasks
1.
(Phone, paper, email
attachments, etc.)
2 Inefficient Working
2.
Environment Spans
Systems
3
3 Inconsistent Prioritization
3.
Invoice
Reconciliation
Teams
4.
4 Incomplete or Inaccurate
Data Flow Between
Systems & People
2
5.
5 Lack of Control Over
Process Flow and
Business Events/Exceptions
4
6 Poor Visibility Into
6.
Process Performance
5
15
Confidential
Typical Process Problems – Business Chaos
Customer
Service
Account
Administration
Finance
and Ops
Executive 6
Management
1
3
Inefficient
Ineffective
Inaccurate
Invoice
Reconciliation
Teams
Incomplete
2
Inconsistent
4
Inflexible
5
16
Invisible
Confidential
BPM Orchestrates Human to Human, Human to System & Inter-system Interactions
…brings order to the chaos
Finance
and Ops
Account
Administration
Invoice
Reconciliation
Team
Customer
Service
Executive
Management
1.
1
Automate workflow &
decision making
2.
2
Reduce errors and
improve consistency
3.
3
Standardize resolution
across geographies
4.
4
Leverage existing
systems and data
5
5.
Monitor for business
events and initiate
actions
6
6.
Real-time visibility and
process control
Customer Benefits:
17
Confidential
•
Huge Reduction in
Manual Work, Errors
•
Faster, More Consistent
Issue Resolution
•
Metrics, measurements,
visibility and businessfriendly reports
•
Rapid, Agile and
Iterative process
improvements
BPM Orchestrates Human to Human, Human to System & Inter-system Interactions
…brings order to the chaos
BPM Results:
Finance
and Ops
Account
Administration
Invoice
Reconciliation
Team
Customer
Service
Executive
Management
Visibility
Agility
Control
Collaboration
Automation
Integration
Governance
Optimization
18
Confidential
The essential BPM capabilities
• Modeling
Customer
Service
Finance
and Ops
Executive
Management
• Monitoring
• Automation
Account
Administration
Risk Management
Teams
• Governance
• Optimization
• Rules
• Business Data
• Documents
• Events
• Integration
• Collaboration
• Analytics
19
Confidential
BPM Roles-based Platform – Rapid, Agile and Iterative
Process Portal
Process Portal
Admin Console
UI Screen
Flow Coaches
Manager
Worker
Dashboards
Administrator
Execute
• Collaborative platform
Process Designer
BPM Developer
• Iterative, shortened development cycle
Process Inspector
• What you model is what is executed!
Design
BPM
Shared Model
Process
Center
Process Templates
BlueworksLive.com
• Shared process model (Always Runnable)
• Lower technical effort (less time, cost, risk)
Optimize
• Simplicity with Sophistication
(Business-friendly & IT-Savvy)
Process Designer
Process Optimizer
Business
Analyst
Process Modeler
20
Confidential
IBM Business Process Manager
http://BlueworksLive.com
21
The simplest way to get started
with BPM
The quickest way to deliver
robust process applications
Process Discovery
“Modeling for Documentation”
Process Implementation
“Modeling for Execution”
Confidential
BPM in Action
Rapid, Agile and Iterative
Process
Portal
Process
Portal
Process
Coach UIs
Process Discovery, Modeling & Analysis
Execute Worker
and Monitor
Manager
Execute
Design
Process
Center
Shared Model
Process Optimizer
Model for
Execution
Import Process Model
Process
Designer
Business
Modeler
22
Analyze
and Improve
Optimize
Confidential
Business
Analyst
23
Confidential
BPM in Action
24
Confidential
Smarter Process – Mobile + Process, Rules & Events
25
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On Thy Fly
Incdnt Mgmt
ODM Retail
BR1
BR2
BR3
ODM 1
DM1
DM2
DM3
ODM 2
IBM BPM Platform: Key Differentiators
8. Proven Methodology
Rapid, Agile, Iterative
1. Process Blueprints
Collaborate on Process Modeling
2. In-Context Collaboration
Real-time Multi-person Screen-sharing
7. Process Optimizer
Deep metrics and Visual Heat Maps
3. Intelligent Dashboards
And Custom Reporting
6. Process Center
Shares Process Model for
Continuous Process Improvement
Execute
9. Mobile Ready
Design
26
4. Process Playbacks
5. Snapshots
It’s ALWAYS Instantly Runnable!
Seamless Versioning
Design-time & Runtime
BPM
Shared Model
Process Center Optimize
10. Cloud Enabled
Confidential
IBM BPM+ODM: Key Capability Areas (a.k.a. Differentiators)
1. Process/Decision Discovery
2. Social Collaboration
9. Loosely Coupled,
Tightly Integrated:
BPM + ODM + Mobile
8. Proven Methodology:
Rapid, Agile, Iterative
BPM
Project
to
Program
7. BPM/ODM for Private/Public
6. Mobility 5. Visibility/Optimization
Clouds
3. Social Intelligent
Dashboards
4. Process/Decision Centers
Execute
Private Clouds
27
Design
Confidential
Shared
Model
Optimize
Links to Your Next Steps…
Including Education and Enablement Services
http://BlueworksLive.com
http://IBMBPMDemos.com
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
http://www.ibm.com/developerworks/
websphere/services/
Confidential
28
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