3 Resources for Getting Started Quickly

Transcription

1 Successful Strategies for BPM Adoption & Rapid Deployment IBM BPM Fast Path Related to Impact Session #2469 Kramer Reeves Director, BPM Product Marketing

2 Agenda 1 2 Adoption Strategy Prescriptive Methodologies Speed Development 3 Resources for Getting Started Quickly

3 es must be optimized across your broad business network Claims Payment Agents & Producers Consumers Insurance Carrier Internal Employees Commercial LOB Auto LOB Partners & Re-insurers Consumers Quote Request Home LOB Financial Institutions Outsourced Service Providers Enrollment Eligibility 3 rd Party Services DMV

4 Drive process performance by aligning the engines of agility Health plan/payer example 44

5 What is Management? BPM is a discipline consisting of software and expertise to improve the performance, visibility, and agility of business processes and facilitate business innovation es Software Expertise Finance Sales Customers Partners Operations Improved Performance Greater Visibility Agility and Innovations BPM continuously improves processes and aligns functions that span business, IT systems, manual tasks, and information

6 Typical Problems Without BPM 3 Finance and Ops Customer Service 1 Invoice Reconciliation Teams 2 Account Administration 6 Executive Management 1. Informal Tasks and Communication (ex Paper or ) 2. Inefficient Working Environment Spans Systems 3. Inconsistent Prioritization 4. Incomplete or Inaccurate Data Flow Between Systems 5. Lack of Control Over System and Events (Exceptions) 4 6. Poor Visibility Into Performance Customer Problem: 5 Cannot Grow Efficiently Customer Satisfaction 6

7 Haven t We Done This Before? How is BPM different from Traditional Improvement Approaches Improvement Disciplines (i.e. Six Sigma) Define, Measure, Analyze High Investment Low Leverage Improve Implementation Highly Variable Solution Development Lifecycle Analysis, Plan, Design Functional Focus vs. View Code (Buy vs. Build) Rigid knowledge buried deep in code Control No Integrated Operational Control Deploy, Maintain No Systematic Operational Control Inhibitors to Increased Effectiveness: No direct traceability to business objectives No integrated measures of success Separation gap of business knowledge from implementation Difficult to communicate and visualize business impact of change Limited audience can effect change Not oriented towards the needs of making people more effective: As collaborators and as participants

8 BPM Delivers a Layer for Control and Visibility Finance & Ops Customer Service Invoice Reconciliation Teams Account Administration Executive Management 1. Automatically Prioritizes and Routes Work 2. Guides users through decisions 3. Standardizes resolution across geographies 4. Leverages existing systems and data BPM 5. Monitors for business events and initiates action 6. Real-time visibility and process control Benefits: 80% Reduction in Manual Interactions Faster Issue Resolution 8

9 optimization leads to transformation higher Transformation optimization Value to shareholders and competitiveness Insight Compliance & consistency IT agility Efficiency execution SOA monitoring lower Knowledge modeling Adoption maturity Less More Workers, supervisors and managers CIO CFO CXO CEO Customers and partners 2008 Forrester Research, Inc. All rights reserved IBM Corporation Stakeholders

10 Successful Adoption of BPM Is A Journey for & IT Culture, Architectural Alignment, & Market Pressures Impact Adoption IT Faster ROI Applications customized to support process change. Project/department-level IT Cross business unit BPM/SOA adoption and reuse grows. policies are used to Enterprise-level BPM/SOA adoption with much higher levels of reuse. Services are assembled dynamically. IT enables business change. IT is reactive. The majority of the IT budget is spent on manage process variation. maintaining the status quo. Services developed. Reuse Gap narrows Systematic improvement using Integration is P2P. Minimal is copy-paste-modify. predictive measures. reuse, increasing backlogs. es are modeled, Analysts reuse Services. simulated. KPIs and real- change becomes a Some processes time dashboards provide key differentiator. Organizational silos with rigid boundaries. Few processes documented, measured. Inconsistent improvement methodology. documented. Basic measures in place for critical processes. SME-led improvement teams. visibility and guide disciplined improvement. and IT architectures are linked Highly responsive, agile architecture Evolution of the Agile Enterprise Level 1 Level 2 Level 3 Level 4 Efficiency, cost reduction Effectiveness Agility, innovation, growth

11 Successful Adoption of BPM Is A Journey for & IT Culture, Architectural Alignment, & Market Pressures Impact Adoption Return on Investment Enterprise-level BPM/SOA A BPM System Facilitates this Journey By: adoption with much higher Explicit Communication: es levels of reuse. are Services are documented, understood, and assembled agreed upon dynamically. IT enables business change. Visibility: performance is available in real-time, measurable, Systematic and improvement actionable using Can Be Connected predictive & Easily measures. Changed: tasks, activities, and Analysts end-points reuse are Services. flexible and quickly adjusted change becomes a key differentiator. Driven by the : management is contextual, governed, and extended to all stakeholders and IT architectures aligned Highly responsive, agile architecture Evolution of the Agile Enterprise Level 1 Level 2 Level 3 Level 4

12 A Simple Sample Prioritization Matrix Employee Onboarding Customer return process New sales process Impact to employee satisfaction Relevance to organizational strategy Financial Impact (ROI) Total Need Help Identifying Opportunities? Look for the Signs errors causing revenue loss Inefficiency is causing additional cost or headcount Rework required Unsure of steps for process improvement Low customer or employee satisfaction Losing opportunities to more responsive competitor Lack of visibility into systems execution Difficult to evolve IT systems to changing business need IT not responsive to business needs

13 Broader Participation Improves Alignment to Goals Owner Analyst Leader How can I work smarter supported by flexible and dynamic processes modeled for the new way people buy, live & work? Users BPM is a Team Sport! IT Architect IT Leader IT Developer

14 Analyze & Evolve Your Core Skill Needs Role Responsibilities Skills Required Leadership Analyst Developer Set project goals, strategy, organization, and expectations Define measures of operational success and ROI Identify biggest bang for the buck areas through documentation & analysis of current state of the business Leads process improvement efforts Expert in process decomposition, scoping, optimization Identifies business case, key opportunities, and ROI Enforces delivery of KPIs, SLAs, and scoreboards Can model deployable processes; dependent on IT for supporting services Collaborates with analysts to define low level processes and scope of supporting service function Collaborates with analysts to reflect process IT realities Creates service function using Java code, connectors to access existing systems, or ESB function to integrate legacy systems Understand of functional areas & performance of the business Key signoff & stakeholder on realization of the project and associated resources Experience with process flow design, requirements gathering, facilitation Critical Analysis and Reporting skills Certification in Lean or Six Sigma is a bonus skills for low granularity process design Java skills for creating new business function System integration skills in order to leveraging existing data sources, interfaces, and third party services to support process execution System Administrator BPM Program Manager Responsible for deployment architecture Supports access to database storage & optimizes application workload Sets up production staging process & automates configuration Guides infrastructure design and implementation Expert in Iterative Delivery Methodology Manages scope, budget, and resources Identifies and mitigates risks Conduit for escalations and issue resolution Provides internal and external status and dashboards Lets Delivery Team deliver Experience with application server administration Experience with operational administration around role-based access, system health, and maintenance of operational data stores Experience delivering iterative projects and managing program roadmaps that are delivered incrementally Able to facilitate business and IT collaboration Communicates to sponsor and executive levels of the organization

15 Structure Your Project for Success Leadership Owner Planning & Documentation Modeling BPM Program Manager Services & Infrastructure Operations Analyst Analyst Developer Supporting Roles: UI & Graphics Skills End User Systems of Record Owners System Administrators DBAs

16 Structure for Effective Execution Connect Strategy to Action Cross-LOB Leadership Teams (May be BPM CoE): Cross-Functional Project Team: Line-of- Executives IT Executives & IT Strategy Leaders Owner Owner BPM Program Owner Manager Owner BPM Program Manager Owner BPM ProgramOperations Manager Analysts Analysts BPM Program Developers Manager Operations Analysts Analysts BPM Program Manager Developers Operations Analysts Analysts Developers Operations Analysts Analysts Developers Operations Analysts Analysts Developers Platform and Support Team: Systems Administrators Developers

17 Create an Iterative Timeline for Your BPM Program Infrastructure Proje ect Iterations BPM Program A Storyboard Experience Integrate Product Training Install & Configure Define Strategies Selection Build Awareness Reinforce Change Program Mentoring B Program Management Storyboard Experience Integrate Implementation Mentoring Analysis Mentoring C Improvement Analysis Storyboard Experience Integrate Performance Benchmark System Tuning Capacity Planning The As-Is Implementation Start your program here or start your program here.

18 Example: Representative BPM Program Prepare Define Deploy Expand / Improve Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Ongoing BPM Program Change Mgt Governance Define Strategies Identify Teams SWOT Analysis Selection Build Awareness Create Desire Program/ Project Management Develop Knowledge Foster Ability Reinforce Change Inventory & Roadmap BPM Projects Pilot #2 Pilot #1 Analysis / PB 1 Project Deployment Technical Mentoring Analysis / PB 1 Project Deployment Analysis Mentoring Improvement Analysis Improvement Analysis Technology Training Infra Workshops Hands-on Training Installation Performance Benchmark System Tuning Capacity Planning Workshops Hands-on Training Performance Benchmark System Tuning System Expansion as required

19 Agenda 1 Adoption Strategy 2 Prescriptive Methodologies Speed Development 3 Resources for Getting Started Quickly

20 Iterative solution design & process improvement driven design Discover your business intent; Map intent to business capabilities and processes; Identify and prioritize options Leader Analyst Owner Analyst Story board the user interaction by capturing and defining as-is process and to-be processes; Specify business measures & KPI s; Mock up forms to validate and visualize human interactions Collaborate, Iterate, Refine & Validate Manage real-time performance by empowering business end users to customize their experience, managing KPI s and alerts based on changing business conditions End User Leader Owner End User Analyst Experience/visualize the solution via elaboration and refinement of business measures and KPI s; Add operational characteristics to future state processes; Interactively validate elaborated processes in IT sandbox

21 Driven Iteration with WebSphere Dynamic Edition Discover: Strategy Maps Capabilities Maps Executive Sign Off to Proceed High Level Maps imported into Modeler Manage: Empower business users to customize end user experience Assign access rights; Optimize work assignments; Govern change Manage real time business performance, KPIs and Alerts based on changing business conditions Take corrective actions against process instances Leader End User Analyst Leader Collaborate, Iterate, Refine & Validate Owner Owner End User Analyst Analyst Story board: Capture/Refine Current State ; Examine alternate ROI to determine best approach Define Future State Define inputs and outputs and mock up forms for human interactions Validate and visualize human interactions Experience/visualize: Elaboration of Measures and KPI s Add operational characteristics to future state process Refine Forms Interactively validate elaborated process in IT sandbox Search for prescriptive guide on BPM BlueWorks to access the guide & webcast

22 As Planning Shifts Towards Improvement, Identify the Low Hanging Fruit and Start Small Use a prioritization matrix early on in your process analysis Greater effort Associated with a key, meaningful initiative Reengineering project Lower effort Simulation may be used to assist with the calculation of payback and positioning Scope of first project Lower, nonstrategic value Payback Higher strategic value, linked to key initiative Initiative A Initiative B Initiative C Initiative D

23 Using Playbacks With WebSphere Lombardi Edition to Achieve Iteration Discover Storyboard & Experience & Manage (1-3 weeks) (6-8 weeks) (2-3 weeks) (1-2 weeks) Discover Storyboard Experience Test Go- Live Goals, Critical Success Factors As-Is Maps Analysis To-Be Maps Executable BPD Forms and Custom Reports KPIs and SLAs Data Model Simulation Model and Service Flows Build UI shells Create Data model Prototype Integrations and DB Design Mock up Reports Develop to specification Implement Services with Data Flow and DB layer Incorporate integrations Generate data to build reports Finish remaining 30% of UI functionality with look and feel Complete metrics and reports Implement exception handling and error proofing

24 Agenda 1 2 Adoption Strategy Prescriptive Methodologies Speed Development 3 Resources for Getting Started Quickly

25 Experimenting With Your BPM Journey? Need to Demonstrate Quick Value? Consider IBM BPM FastPath Go from Zero to BPM within 90 days* for Smarter and Faster Results A prescriptive approach for achieving BPM within 90 days Accelerate your business time to value with a BPM solution in production Optimize your resources through a tried-and-tested, prescriptive approach to BPM Improve business results through tighter collaboration between your business and technical teams Achieve competitive advantage through improved process performance and customer satisfaction Empower your department on key technological skills and methodologies IBM Software Services for WebSphere Delivers! A 90 day implementation lifecycle Configuration and Installation deployment of the prescribed IBM Software products Project Governance closely manage the project s goals and activities with the client Deployment a BPM solution in a production environment

26 FastPath 90 Day Solution Delivery Timeline Discover Story board Wk 1 Wk 2 Wk 3 Wk 4 Wk 5 Wk 6 Wk 7 Wk 8 Wk 9 Manage is an ongoing process that starts here but continues beyond the 60 day solution timeline Experience Manage Production Solution in Production IT Activities are related to getting the production environment ready

27 Next Steps and Resources Is BPM right for you? What type of processes are applicable for BPM? What are the proof points for BPM within your enterprise? What would BPM look like within your enterprise? What are the success criteria for your BPM Program? Can we create a plan for proof? How does it fit with the rest of your architecture?

28 Build the right process applications Improve processes with inherent visibility Manage all aspects of your BPM Program

29 Reduce Risk and Speed Execution With the Level of Assistance That s Right for You IBM Software Services for WebSphere services & expertise to help your organization gain experience & tackle difficult project needs. Unparalleled Expertise ACCELERATION NEEDS Workshops & QuickStarts Proactive planning, mentoring & technical leadership Extension of your team, Center of Excellence & BPM lifecycle services Lab-based skills Deep emerging technology skills Proven, repeatable solutions Software time-tovalue Risk mitigation Custom delivery models Getting Started Project Guidance & Best Practices Project Implementation LEVEL OF ASSISTANCE

30 Coming Soon: Agility Prescribed! Fall Launch Build a Proven Roadmap To Agility with BPM, SOA and Cloud Fall Launch - Oct 2009 Agility Defined Align strategy, BPM, and SOA to get on the path to working smarter IMPACT 2010 Agility Validated Agility drives better business outcomes though a relentless focus on process 2010 Launch Oct 12 th Launch Date Agility Prescribed Delivering your roadmap to agility through defined projects and prescriptive methodologies 30

31 Copyright and Trademarks IBM Corporation All rights reserved. IBM, the IBM logo, ibm.com and the globe design are trademarks of International Machines Corporation, registered in many jurisdictions worldwide. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at Other company, product, or service names may be trademarks or service marks of others. 31

32 and IT collaboration A winning partnership IT Leader IT Leader Owner Analyst End User IT Architect IT Developer Develop services and integration Identify, build, and extend business services Enable business network via internal and external application integration Optimize solution iteration and development Surface reusable building blocks to the business Enable efficient solution iteration and business-it handoffs via sandbox Partner with business to deploy production solution Manage production solutions Monitor systems health to ensure process integrity Partner on insight capturing for continuous process improvement

33 BPM Shifts Development Towards a Driven Approach Driven Design Strategy Mapping Mapping Development Monitoring Analysis Optimization Infrastructure Activities Platform Install & Config Environment Configuration Environment Configuration Production Tuning

34 Planning for Execution is Key to the Success of a BPM Project: Your BPMS Should Facilitate This Collaboration Granularity of View & Amount of Detail in Work Products Strategy Improvement & Implementation

35 The Modern Enterprise is a Network of Complex Interactions Customers Customers E-Banking International Bank Branch Site ATM Customers Internal Employees Customers ATM Government Oversight Commercial Finance LOB Home Mtg LOB 3 rd Party Services Services LOB Payment Service Providers Commercial Customers Branch Site Underwriting 3 rd Party Services Mortgage providers Legal Services Outsourced service providers

36 ISSW Delivers a Rapid Start to Agility Fall Launch Summary high level messaging IBM WebSphere ServiceZone The destination for WebSphere services-related resources, defined offerings, and technical skills to help you on your path to business agility Define and improve a business process with process and rules improvement Strengthen relationships and integrate with customers, suppliers, and partners through SOA Control costs and add flexibility with Cloud and Virtualization IBM Quick Win Pilot for and Decision Improvement End-to-end production-ready solution using a prescriptive approach for clients to realize immediate ROI with process and decision improvement within 90 days IBM Improvement Discovery WorkShop Helps define business need, solution architecture and recommended implementation approach for process improvement initiatives that benefit from BPM and BRM technologies IBM QuickStart for WebSphere MQ Advanced Message Security Quickly increases WebSphere MQ security capabilities to further mitigate risk and achieve compliance IBM QuickStart for WebSphere MQ Telemetry Quickly enables a seamless bridge of remote devices to your business services infrastructure IBM QuickStart for WebSphere MQ Low Latency Messaging Speeds the assured, reliable delivery of high-volume, low latency transactions IBM WebSphere Service for SOA Governance Helps implement a SOA governance process using WebSphere Service Registry and Repository to realize quick time to value IBM WebSphere Integration Services for Hospitals Faster integration of hospitals, health plans and governments with a proven, secure solution IBM GetStarted with Application Virtualization Control costs and add flexibility to your application infrastructure

37 New IBM BPM services practice to focus on LOB solutions A global practice across IBM creating quick and meaningful successes Implementation and enablement services across full customer journey Start with a single process or a strategic transformation initiative More than 300 practitioners available world-wide What s New? Unparalleled experience in deploying end-to-end BPM solutions across your LOB and IT Strength to deliver combined infrastructure, process and rules expertise across all stages of your project lifecycle anywhere in the world. Accelerate time-to-value and see immediate ROI with first project success Reduce risk with scalable delivery skills across implementation lifecycle Gain access to expertise, proven assets, methodologies and best practices Prescriptive, defined services for every stage of your journey New Management Practice

38 Journey Stage Improvement Journey Prescriptive, defined services for every stage of your agility Succeed with an journeyestablish a Identify Challenge & Value Initial Project Program Adopt within LOB/Enterprise Customers Goals & Context Established business priorities & objectives. Build a plan for your BPM/BRM skills & potential. Delivery your first solution successfully Build foundational platform skills. Use early win to foster new adoption. Increase scope & impact of mission. Build process governance & quality. Leverage critical mass of BPM/BRMS skills. Line-of-business / Enterprise focus. Align strategy and execution goals. Mature BPM/BRM skills & discipline. Days Weeks Months Years Solution Service Offerings Discovery Workshop Improvement Visioning & Roadmap Training Quick Win Pilot Solution Mentoring Solution Implementation Solution Checkpoints COE Design / Execution Strategic Planning Transformation Program On-Demand Consulting Assistance

39 Validate the improvement you anticipate from a BPM & BRM project Evaluate the applicability of BPMS/BRMS technology for the proposed project. Evaluate the best place to start for the current project scope Understand the realistic business impacts of the solution Define a baseline BPMS/BRMS architecture early in the project. What s New? A complimentary 2 3 days workshop to help you evaluate your process improvement initiative Conducted onsite with your business & IT stakeholders with IBM solution & domain experts Define the business need and map to a baseline solution architecture and recommended implementation approach Get a summary of key findings, recommendations & a report for stakeholder analysis enabling decision-making IBM Improvement Discovery Workshop

40 Accelerate change with optimized processes and rules Demonstrate immediate value to your LOB end-users with your first Quick Win in less than 3 months Align your business and execution strategy and strengthen the partnership between business and IT What s New? A prescriptive approach to achieve process improvement in less than 3 months! Accelerate the deployment of business process and rules / decision system using a proven and incremental approach IBM Software Services for WebSphere delivers a production-ready Pilot Collaborate with IBM experts on your first Win, reduce implementation risk and start building your own skills IBM Quick Win Pilot for and Decision Improvement