Workflow from Straight Thru Processing to Case Management

Transcription

1 IBM Automation 2018 Workflow from Straight Thru Processing to Case Management Rob Constable Senior Offering Manager - Business Automation Workflow Jim Casey Program Director Digital Business Automation

2 Digital companies are using software automation to achieve higher revenue per employee than their traditional counterparts As a result, leading companies must automate to radically increase productivity & scale In 60% of all job roles worldwide, up to 30% of work can be automated - McKinsey Global Institute, January 2017 IBM Cloud / April 2018 / 2018 IBM Corporation 2

3 Automation maximizes revenue per employee by reinventing the customer experience while reducing cost Uniqueness of work Repetitive Unique EXPERT WORK ADMINISTRATIVE WORK REPETITIVE WORK DEPARTMENTAL WORK CROSS- ENTERPRISE WORK Example: Personalized consultation Example: Customer onboarding Example: Expense tracking and approval Example: Compliance documentation Example: Clerical work; copy/paste between systems Reinvent the customer experience Reduce cost Low volume High volume IBM Cloud / April 2018 / 2018 IBM Corporation 3

4 5 key capabilities are needed for all styles of work Workflow is one of key capabilities affecting many of the top outcomes Outcomes Increase the productivity of employees Content Workflow Deliver the end-to-end customer journey Reduce departmental work Decisions Digital Business Automation capabilities Capture Reduce the burden of compliance Supplement people with bots Tasks IBM Cloud / April 2018 / 2018 IBM Corporation 4

5 IBM Automation Platform for Digital Business Client & partner applications Client & partner applications Unified User Experience Data Capture Modeling Analytics Tasks Content Workflow Decisions Operational Intelligence Machine Learning Governance On-cloud Hybrid On-premises IBM Cloud / April 2018 / 2018 IBM Corporation 5

6 The modern workflow spectrum Standardized / deterministic Predictable Can be precisely modeled Workflow characteristics How predictable is it? Ad hoc / non-deterministic Unpredictable Cannot be precisely modeled Linear Pre-defined sequence of activities How linear is it? Event-driven Unique series of events Expertise captured in models Business experts define models upfront When is human expertise applied? Expertise applied during execution Knowledge workers decide sequence of tasks Process models Knowledge workers, assisted by AI Automation Bots (RPA) Clerical workers/ reviewers/approvers Automation Clerical workers/ reviewers/approvers Knowledge workers IBM Cloud / DOC ID / Month XX, 2018 / 2018 IBM Corporation 6 IBM Cloud / April 2018 / 2018 IBM Corporation

7 Workflows are everywhere Insurance Automated claims processing Underwriting Fraud investigations Healthcare Improved patient care processes Donor matching processes Acute medical investigations Energy and utilities Power grid management Bill processing Energy consumption management Retail Retail orders Customer service Customer loyalty programs Banking Reduced loan processing times Customer onboarding Financial risk and regulatory investigations Government Customs and border control Benefit claims and investigations Improved public safety Travel and transportation Online ticketing and reservations Compensation management Customer service support Manufacturing Manufacturing production quality and control Defect Investigations But traditional applications can t completely solve the business workflow problem Joint, Process centric and Case centric Workflows IBM Cloud / April 2018 / 2018 IBM Corporation 7

8 The challenges to how work gets done Business As Usual Begs for Operational Improvement Customer Service Account Administration Finance and Ops Executive Management Inefficient Ineffective Inaccurate Invoice Reconciliation Teams Incomplete Inconsistent Inflexible Invisible IBM Cloud / April 2018 / 2018 IBM Corporation 8

9 Understanding Work Activities What work activities and decisions are required Group activities that are related and determine which are done in a specific sequence activities where sequence is not important Activity 1 Classify which activities are mandatory, optional or ad hoc Is data or content required to be collected in the workflow How is work triggered receive transaction or a document IBM Cloud / April 2018 / 2018 IBM Corporation 9

10 Execute groups of activities to brings order to the chaos Persist and store content and relevant properties Provide workers fast access to relevant data Call, , Document, arrives Customer Service Account Administration Finance and Ops Risk Management Teams Executive Management Provide flexibility as to which activity to do next Orchestrate tasks that are sequential in nature Case Provide task or process workers activity lists of work queued for them Leverage existing systems and data IBM Cloud / April 2018 / 2018 IBM Corporation 10

11 IBM Business Automation Workflow V18 Combines IBM Business Process Manager Server and IBM Case Manager into one workflow offering with Enterprise and Express editions It unites information, process, and users to provide a 360-degree view of work H41 IBM Business Automation Workflow V18 Enterprise & Express Perpetual License using PVU Metric Express Edition restricted to 420 PVU for Production use BPM Server V8.6 Case Manager v5.3.3 New IBM Business Automation Workflow V18 is also included in DBA v18.1 bundle for clients wanting a broader IBM Automation solution 5737-H06 Digital Business Automation V IBM Corporation 11

12 Business Automation Workflow Capabilities Case Builder Human Task UI Design Designer Develop Graphical Design Environment Business User friendly Low code Point and click UI definition Go from problem to solution in record time Case solutions are modeled to define case types, the data and documents they capture, as well as the teams, activities and user interfaces needed to bring them to closure. Develop intelligent and dynamic user interfaces with forms, buttons, graphics and guidance for Knowledge workers to Process Tasks IBM Cloud / April 2018 / 2018 IBM Corporation

13 Business Automation Workflow Capabilities Case Builder Process Designer Develop Provide tooling for Triggering actionable workflows from case Aligns process designers and SMEs Easy to add and orchestrate additional case tasks that can execute business processes at just the right time in the case s lifecycle. Model processes which when triggered, execute in a specified order, interact with other systems, and deliver task to participants as they make their way to completion. IBM Cloud / April 2018 / 2018 IBM Corporation

14 Business Automation Workflow Capabilities Case Worker Process Worker Execute Work on tasks and cases assigned to staff within the full workflow New in BAW V18 is ability for Process workers to view and manage tasks in the same way via common Work Dashboard Common way of doing work IBM Cloud / April 2018 / 2018 IBM Corporation Work on cases and get a complete view of its data, content and activities. User interfaces can vary by role ensuring workers see exactly what they need to get the job done efficiently. Work on tasks that are assigned to teams or individual workers through a dynamic work dashboard that can be easily accessed from the places where users spend their time.

15 Business Automation Workflow Capabilities Execute 360 degree view of the case data Do Work on any device To optimize productivity and provide excellent tools to provide the most flexible and happy workers Do work with efficiency and ease wherever you are Case Workers can be more productive with 360 degree view of the data, documents and activities for a case Work can be done on the most suitable device to make workers productive and have choice how to do work IBM Cloud / April 2018 / 2018 IBM Corporation

16 Business Automation Workflow Capabilities Manage Case dashboards Real time process metrics Process & team performance Case Analyzer Process Worker Team Performance Monitor workflow execution team efficiency and team performance IBM Cloud / April 2018 / 2018 IBM Corporation Case Monitor Process Performance

17 Example Workflow - New Account Opening IBM Business Automation Workflow improves the productivity of a New Account Opening process

18 Workflow can be combined with other capabilities to add value Workflow Workflow Workflow Workflow Tasks Content Decisions Capture Workflow refers work to RPA tasks to improve automation of manual tasks RPA tasks trigger workflows to take action in specific situations Content and case aware processes need fast access to content Content situations like receiving a new document can trigger a workflow Extract business logic into rule based decisions to enhance agility Capture can automate understanding of documents to automate and assist work tasks IBM Cloud / April 2018 / 2018 IBM Corporation 18

19 How workflow benefits your customer journey Integrated & Extensible Business Automation Platform One single platform to automate the whole spectrum of business processes and cases Agility and Efficiency Quickly develop & deploy process applications with no code/low code technology for improved time to market and scale Enterprise ready platform Manage hundreds of thousands of process instances in scale supported by an enterprise wide system of records Knowledge Augmentation & Compliance Improve knowledge worker productivity and operational expertise. Standardize operations and make them auditable for compliance purposes IBM Cloud / April 2018 / 2018 IBM Corporation 19

20 Workflow Case Studies Leverage the platform Agility Enterprise ready Knowledge augmentation Automate 50 business processes across the business Use BPM, Content Manager, ODM, BWL Align process owners and SMEs supporting new customer engagement channels Use BPM Manage, hundreds of thousands of paper medical records & regulatory compliance Use Case Manager and Datacap Make chemical safety card information easily visible to staff to make faster authorization decisions Use Case Manager and Datacap 80% reduction in manual loan application reviews Create new processes in as little as two hours Reduced reporting from 10 days to seconds 70% time saving accessing safety information At PNC bank At Creval Sistemi e Servizi At Molina Healthcare At Conqord Oil IBM Cloud / April 2018 / 2018 IBM Corporation 20

21 Achieving Productivity in a Digital Business Uniqueness of work Uniqu e EXPERT WORK Increase the productivity of employees with assistive automation ADMINISTRATIVE WORK Reduce the burden of compliance with automated governance DEPARTMENT AL WORK Reduce departmental work with low code apps CROSS- ENTERPRISE WORK Deliver the end-to-end customer journey with straight through processing.this is really hard REPETITIVE WORK Repetitive Supplement people with bots Low volume Volume of work High volume

22 The future ain t what it used to be -Yogi Berra 22

23 Eddie Obeng: Smart failure for a fast-changing world 23

24 Left brain Rules based Right brain Cognition based A new kind of virtual employee combines different forms of automation to achieve a goal alongside humans Eyes Data capture Central nervous system Coordination & orchestration Hands Software robots

25 Typical first reaction IBM Cloud 2018 IBM Corporation - IBM and Business Paterner use only 25

26 to this IBM Cloud 2018 IBM Corporation - IBM and Business Paterner use only 26

27 Teaching humans to work with machines begins with feeling comfortable 82% 70% 0 61% % Employees need training and encouragement to feel comfortable working with intelligent machines Intelligent machines will lead to higher-value work for our employees Intelligent machines will have a meaningful impact on job descriptions and activities in the next three years Source: Intelligent Automation Study. Question: To what extent do you agree with the following statements about human-machine interactions? Agree and Strongly agree responses.

28 How we learn to trust autonomous systems 1) You understand what tasks it is doing on your behalf 2) You have objective measurements of performance of the automation 3) The automation is smart enough to know when it needs to get help. selective automation - 100% automation for all scenarios isn t realistic As trust builds, monitoring by humans declines IBM Cloud 2018 IBM Corporation - IBM and Business Paterner use only A Survey on Trust in Autonomous Systems, 28

29 Digital Business Automation Platform Client & partner applications Client & partner applications Unified User Experience Data Capture Modeling Analytics Tasks Content Workflow Decisions Operational Intelligence Machine Learning Governance On-cloud Hybrid On-premises

30 A window into the machine IBM Cloud 2018 IBM Corporation - IBM and Business Paterner use only 30

31 Demonstration 2018 IBM Corporation For IBM and BPs internal use only Not for customer presentation Do not disclose until official announcement

32 Setup Emitter Start Workflow Monitor in BAI Configuration files Workflow Portal Dashboard Emitter installation script Emitter New instance Customer Data Lake

33 Business Automation Insight (BAI) Data & Insight Driven Automation Guide Work Experience backed up with some data Dashboards Visualize and monitor operations Analyze the data and make recommendations Understand the data, predict the future and take appropriate actions automatically 33

34 . to machine learning recommendations Leverage Data Machine Learning Workflow Design IBM Watson Studio Customer Data Lake + Watson Studio Notebook ML Models (Sample) (Samples) DBA Invoke ML Recommendation =

35 What you can do that you could not do before Default Dashboards Monitor all business operations managed by the DBA platform (Only BAW in 3Q2018) Provides a single scalable tool to analyze and leverage operational insights Enable data scientists to act on operational data Store BAI data in the customer data lake to apply AI to Business Automation Fully documented sample provided as notebook Custom Business KPI Dashboards IBM Cloud 2018 IBM Corporation IBM Internal Use Only - Do Not Disclose Until Announced 35

36 What to do next? 1. Download DBA for Multicloud from Passport Advantage 2. Even if you aren t sure where you might automate, BAI will begin to collect valuable data about your business operations that can be used later for machine learning. 3. Become a sponsor customer - jamcasey@us.ibm.com IBM Cloud 2018 IBM Corporation - IBM and Business Paterner use only 36

37 Why choose IBM Business Automation Workflow? Half Top 20 WW Banks 91 Fortune Business Partners Managed projects 5 out of the 7 Top WW Retailers 70% Top 10 WW Insurances Hundreds BPM & Case consultants IBM Cloud / DOC ID / Month XX, 2018 / 2018 IBM Corporation

38 Next Steps See IBM Business Automation Workflow in Action Ask our technical experts to see the solution live in the context of your organization Learn what s possible with a Automation Workshop Implement a real project in 10 weeks with a Quick Win Pilot On-site workshop with business and IT stakeholders to evaluate the applicability of IBM Business Automation Workflow project Demonstrate immediate value to your LOB end-users with your first Quick Win in 10 weeks IBM Cloud / DOC ID / Month XX, 2018 / 2018 IBM Corporation 38

39 Thank you Rob Constable Senior Offering Manager Business Automation Workflow IBM Automation 2018 / Presentation Title / June 5-13, 2018 / 2018 IBM Corporation 39

40 IBM Automation 2018 / Presentation Title / June 5-13, 2018 / 2018 IBM Corporation 40