ANZ Customer Case Study IBM FileNet as an enabler of Enterprise Business Process Management (BPM) at ANZ

Transcription

1 ANZ Customer Case Study IBM FileNet as an enabler of Enterprise Business Process Management (BPM) at ANZ Barry McGill, Head of Enterprise BPM ANZ Jay Jenkins, BPM Practice Lead, Renewtek Copyright IBM Corporation All Rights Reserved.

2 Today s Presentation ANZ Introduction Why Business Process Management at ANZ? ANZ Case Study SuperTracker 2 Copyright IBM Corporation All Rights Reserved.

3 ANZ Employs over 37,000 staff Over 6 million customers Over 820 branches Businesses include Personal Banking, Institutional, Wealth and Insurance across Australia, New Zealand and Asia 3 Copyright IBM Corporation All Rights Reserved.

4 BPM recognised as a valuable contributor to help overcome challenges and seize the opportunities ANZ Definition of BPM: BPM is a management discipline focused on the achievement of an organization s objectives through the improvement and management of essential business processes BPM Suites (BPMS) represents the technology platform that enables BPM. BPMS supports the ongoing Design, Execution, Monitoring and Optimization of essential business processes. Benefit Aspirations: Drive efficiency and organisational effectiveness lifting overall market Performance Improve processing efficiency, workforce productivity and time-to-value Increased Straight Through Processing (STP) Increased customer self service levels ( once-and-done processing) Agility - bring products and services to market faster inline with customer needs 4 Copyright IBM Corporation All Rights Reserved.

5 Where did we start? By educating ANZ about BPM A little like introducing other topics such as Enterprise Architecture and SOA which often means little to the business and can be a mindset shift even for technologists 5 Copyright IBM Corporation All Rights Reserved.

6 We assessed BPM capabilities : Process improvement success using Lean Six Sigma Strategic initiatives underway using BPMS Process Modelling efforts underway High demand We assessed the market based on our strategic requirements and selected IBM FileNet for content-centric BPM across the Enterprise Success in industry for managing content using proven workflow approach Standards based - providing interoperability across the ANZ stack Strong local partners to assist in delivery success IBM - Partnership, global strength, BPM/SOA strategy 6 Copyright IBM Corporation All Rights Reserved.

7 We developed a BPM strategic roadmap and action plan - reflecting in-flight projects and future opportunities. Next Steps Development of BPM Centre of Excellence Evolve BPM usage in the banking space organisational context Increasing Bus / Tech collaboration in the shared BPM space 7 Copyright IBM Corporation All Rights Reserved.

8 SuperTracker Case Study An example of how ANZ are delivering FileNet 8 Copyright IBM Corporation All Rights Reserved.

9 Lending Processes > 15,000 Applications per Day 9 Copyright IBM Corporation All Rights Reserved.

10 Business Objectives Time to Cash Reduced Leakage Reduction in General Enquiries Cost Improve Cross-team Communications Improved MIS Branch Compliance Reduction in Paper Handling Improved Throughput and Scalability 10 Copyright IBM Corporation All Rights Reserved.

11 Where did we start? With an Agile Framework suited to FileNet P8 development IBM FileNet CM Imaging Content Archiving Active Content IBM FileNet P8 BPM Content-centric Component Application Architecture Leverages SOA Supports Continuous Improvement IBM FileNet P8 BPF Case Management Task-based Work Rapid Delivery Framework Renewtek SLA Pulse 11 Copyright IBM Corporation All Rights Reserved.

12 Agile Development Changing Business Complex Processes Moving Target Need to Deliver Quickly Agile Development Functions Developed by Priority Changes Expected and Embraced Delivery and Showcase Every Two Weeks Results Highest Business Value in Shortest Timeframe Competitive Advantage Early Visibility and Detection 12 Copyright IBM Corporation All Rights Reserved.

13 Agile Development Post production support issues Production Servers Promotion to production after acceptance test Changes and defects Code changes checked in continuously Developers work in defined iterations. Each iteration delivers new functionality. Full system testing performed on customer site supported by releases from remote Renewtek developers. Releases at agreed milestones Continuous Integration Server - automated builds for integration testing. Remote testing of work in progress by Renewtek consultant and customer staff. Testing carried out on integrated application platform. 13 Copyright IBM Corporation All Rights Reserved.

14 Project Profile 14 Copyright IBM Corporation All Rights Reserved.

15 Key Outcomes Delivered in 6 Months XML payload begins process Over the phone and online applications No more paper files Faxes are no longer printed Sorting and case linking are done within the application Work Routing Directed to teams to perform specific tasks Work can be measured Manage workforce Continuous improvement 15 Copyright IBM Corporation All Rights Reserved.

16 Thank You Thank You Copyright IBM Corporation All Rights Reserved.