The Path to Business Transformation Though Business Process Management Suites (BPMS)

Transcription

1 The Path to Business Transformation Though Business Process Management Suites (BPMS) Dr. Setrag Khoshafian Vice President of Product Marketing and BPM Technology Pegasystems Inc.

2 Survey Question Which best describes your current thoughts/feelings? A) I am eager to learn. Teach me Jedi Master! B) I am concerned you are going to try and sell me Pega Software C) I can t wait for Casino Night D) My boss forced me to come here 2 Pegasystems 2010

3 The Problem: Execution Gaps BPM Suites: What Are They? BPM Suites: Who Benefits & Why Modernization & Transformation 3 Pegasystems 2010

4 The Problem: Execution Gaps 4 Pegasystems 2010

5 Today s Rules: Be Agile or Lose MAGNITUDE DRIVERS Increased Pressures Demands for Transparency Legislation FREQUENCY Business Rule Changes Costs EFFECTS Increased Costs Poor Service Operational Inefficiencies 5 Pegasystems 2010

6 The Challenge Management Goals Execution Gaps! Office Service Operations Product Administration Business Change Drives Execution Gaps Office Service Operations Product Administration Systems 6 Pegasystems 2010

7 BPM Suites: What Are They? 7 Pegasystems 2010

8 BPM Suites capture, automate, and optimize policies & procedures. Eliminate execution gaps: efficiently build enterprise solutions Change, reuse & Specialize Monitor, improve & optimize business performance Automate work & manage cases 8 Pegasystems 2010

9 Survey Question Which of the three is most important to your organization? A) Efficiently Build to Close Execution Gaps Quick time-to-value Reduce IT costs Reduce time to build Reduce time to maintain B) Automating Work Reduce operation costs Reduce manual errors Reduce work duplication Reduce resource costs C) Monitoring & Optimizing Business Reduce manual reporting Increase visibility Lower/manage risk Lower maintenance costs 9 Pegasystems 2010

10 Eliminate Execution Gaps: Build Enterprise Solutions 10 Pegasystems 2010

11 Directly Executable Business Requirements BPMS Put Changes in the Hands of Business and IT Business Friendly tools allow the business and IT to define business requirements directly in the systems Manages the projects: business justification, planning, deployment Working models replace paper specifications & requirements and auto generates documentation 11 Pegasystems 2010

12 What You Model is What You Execute Instantaneous testing and execution with playback feature Provides immediate feedback and acceptance testing with business stakeholders Business owners can test and make changes 12 Pegasystems 2010

13 BPM Suites Offer Rules Driven Process Execution Expression Rules Integration (SOA/WOA/EDA) Rules Decision Rules UI Rules (multi-channel 508 accessibility) Security Rules Event Rules 13 Pegasystems 2010

14 Survey Question BPM Suites provides working models that A) Allows Business and IT to capture and define business requirements B) Replaces paper specifications & requirements C) Executes with Business Rules to drive work to completion D) Magically generates project and technical documentation E) All the Above 14 Pegasystems 2010

15 15 Pegasystems 2010 Work and Case Automation

16 Automate the Work Procedural Productivity & Quality Alerts Open Database Just-When-Needed Retrieval Declarative Model & Simulate Best Source Skill Based Routing Tailored Interactions Cases & Folders Priority CUSTOMERS Proactive Follow-up Telephony Scan & Fax Browser Web Services Guided Processing Automated Transactions System-Driven Processing 16 Pegasystems 2010

17 Intent Driven, Process Technology Customer Channel Processes Data Sources Rules Forms Call Center Web Self Service Field Office Solution Specialization Citizen Relationship or Circumstance Channel Features Organization & Language Regulations Business Intent 17 Pegasystems 2010

18 Structured Case Predictable Workflow Short Duration Semi Structured Case Dynamic Case Unstructured Collaborative Long Duration Knowledge Worker Knowledge Assisted Worker Traditional Production/ Structured Workflow Sweet Spot Of Smart Case Management Clerical Worker Case Enabled Work Automation 18 Pegasystems 2010

19 Benefits Case Management Attachments Channels Citizen Caseworkers Related Cases Income verification Background check Military service history Phone Online Mail Fax Applicant Adjudicator Adjudicator Manager Prior Application A Prior Application B Prior Application C In-Person Case: Application for Benefit Tasks & Subcases Review Application Interview Applicant Conduct Screening Enroll Payment of Benefits Subcases Fraud Investigation Verify Employment Perform background check Periodic payment Periodic Recertification Contact Employer Review Tax Filings Request Manager Review Ad Hoc Actions Manual Review of Application Contact Employer Request Additional Information Employer: Wages inaccurate 19 Pegasystems 2010

20 Ad-Hoc, and Collaborative Case Management Citizen: case subject Citizen: case subject Citizen: case subject Case Workers 20 Pegasystems 2010

21 Monitor, Improve & Optimize Business Performance 21 Pegasystems 2010

22 Business Activity Monitoring (BAM) 22 Pegasystems 2010

23 How did I get here? Knowing how you got to a particular place in a process helps you see the forest for the trees 23 Pegasystems 2010

24 Enterprise Repository & Assets 24 Pegasystems 2010

25 BPM Suites Enterprise Repository A single repository to change, deploy, specialize, & re-use Enterprise Repository Testing Versioning Reuse/Specialization Auditing Searching/Navigating Access control BPM processes for management Instant deployment Rollback 25 Pegasystems 2010

26 Manage Sophisticated Organizations Specialize Rules to Adapt and Innovate Citizen A Citizen B Citizen C Specialized Benefits Offering Standard Benefits Offering Other Benefits Offering Learn By Doing Pilot Add Differences to Specialize English Value Added Services Spanish 2 Specialize Services Benefits Offering 1 Benefits Offering 2 Common Practices Enterprise-wide Standards BPM Suites & Solution Frameworks 26 Pegasystems 2010

27 BPM Suites: Who Benefits & Why 27 Pegasystems 2010

28 Survey Question Who Benefits from BPM Suites? A) Business/Program Areas B) Citizens C) Knowledge Workers D) IT E) Everyone All of the above 28 Pegasystems 2010

29 Who Benefits from BPM? - Everyone - Consistent customer service experience tailored to their needs Empowered to focus on the task at hand vs. the process nuances Ability to respond to market demands and build for change at lower costs BPM High productivity environment enables IT to respond &deliver on promises 29 Pegasystems 2010

30 Example: As-Is State Claims workers switch & toggle multiple screens: IT and Operator Policies (business rules) need to be made in different systems: IT and Business Little visibility, governance and control of work: Operator and Business 30 Pegasystems 2010

31 Example: BPM Suites Solution Changes made in one BPM Enterprise repository: IT and Business Business Empowered to make changes to the rules: Business and IT Workload Balance: Operations and Business Eliminate some of the incumbent systems: IT Manage the Service Levels: Operations and Business 31 Pegasystems 2010

32 Modernization & Transformation 32 Pegasystems 2010

33 The Challenges and Problems of Legacy 33 Pegasystems 2010

34 Top Down BPM Suite Rhythm of Change Top-Down Business Performance Improvements Business Performance Objectives BPM Suite BPM Enterprise Repository Composite Service Composite Service Composite Service Infrastructure Service Service Service Service Bottom-Up Architecture Improvements Legacy 1 Legacy 2 Legacy 3 Legacy 4 34 Pegasystems 2010

35 Building for Change Services BPM Suite Connectors Increased Business Value Increased Agility Guided Human Interactions Infrastructure Service Service Service Service Legacy 1 Legacy 2 Legacy 3 Legacy 4 35 Pegasystems 2010

36 Think Big. Start Small Impact/Risk Matrix: Less Visibility Business Visibility High Visibility More Risk Complexity Less Risk 36 Pegasystems 2010 Slivers

37 Selecting the low hanging fruit slivers for modernization Business Value Variability / Agility Measure Maintainability Measure Complexity Measure Re-Use and Specialization Measure Automation Measure Business Rules Measure 37 Pegasystems 2010

38 Modernization Phases through BPMS 38 Pegasystems 2010

39 Survey Question Which best describes your current thoughts/feelings? A) I want to learn more about BPM Suites B) Dang it! You just tried to sell me Pega Software C) I still can t wait for Casino Night! 39 Pegasystems 2010

40 Question & Answer 40 Pegasystems 2010