Optimize Process Performance with Analyzer, Monitor & Business Intelligence

Transcription

1 Optimize Process Performance with Analyzer, Monitor & Business Intelligence Paul Cheung, Consulting IT Specialist IBM Corporation

2 Agenda Performance Optimization Requirements & Challenges Enablers & Solutions Solutions & Demos Analyze: Extract the value of information for process improvement Monitor: Access real-time information for operational management Optimize: Make smart decisions with trusted intelligence IBM Corporation

3 Performance Optimization: Requirements & Challenges Performance Process Information Improving agility to adapt to changing conditions is the #1 pressure facing companies in 2009 Aberdeen Research, 2009 Business intelligence as technology priority is ranked #1 to increased visibility and transparency Improving business processes was the #1 business priority for the 4th consecutive year 85% of CIOs see significant change coming over the next 2 years for IT to meet rising business expectations Gartner Executive Program Survey, % of the companies surveyed said their approach to change management was usually informal, ad hoc or improvised IBM CEO Study, % of users don t have confidence in their information 59% of managers miss information they should have used 42% of managers use wrong information at least once a week AIIM & Accenture Surveys, IBM Corporation

4 Performance Optimization: Enablers & Solutions Performance Customer & Product Profitability Financial Risk Insight Workforce Optimization Business Optimization Dynamic Supply Chain Multi-Channel Marketing Process Plan, understand and optimize business performance Establish and maintain an accurate, trusted view of information Information Other Information Sources Manage data and content over its lifetime and as part of processes IBM Corporation

5 IBM FileNet Business Process Management Suite V4.5 Business Process Framework (BPF) for case mgmt & rapid app dev Leverages Web 2.0 Mashups & Widgets for building Flexible UI elements Agile ECM Framework BPF Cogno 8 BI BAM (Cognos Now!) Performance management with reporting, dashboards & scorecarding Business Activity Monitor for realtime monitoring BPMN modeling using MS Visio Visio Connector eforms Process Analyzer OLAP-based process analytics & reporting XPDL Support Enhanced in 4.5 with new features Define & run simulation scenarios Process Designer Process Simulator P8 Process Engine P8 Content Engine Integrated process execution & content repository enabling Active Content Build Execute Optimize IBM Corporation

6 Optimize Process Performance: Under the Hood P8 PE Event Log P8 CE Scenario WF Def Sim Data Simulation Process Analyzer OLAP Data Cubes OLAP DB Fact Tables Simulation Analytics Process Simulator Simulation Animation Production Process Analyzer OLAP Data Cubes OLAP DB Fact Tables Real-Time Data BAM (Cognos Now!) In-Streaming DB Views Rules Alerts KPIs Raw Data + Context Data Operational Dashboard Activity Monitoring Event-based alerts & escalations Additional Event Sources Web Services JMS HTTP EAI Historical Data Cogno 8 BI 3 rd Party Applications Production Analytics MS Excel (default) Optional: Cognos 8 BI, Crystal Reports, Brio, Business Objects Batch & Ad-Hoc Reports Advance Analytics Planning & Scorecarding IBM Corporation

7 FileNet Process Analyzer (part of FN BPM) What is it? Provides dynamic, chart-based analyses of workflow activities OLAP (On-Line Analytical Processing) technology for data analysis Offers OOTB & custom reports through MS Excel-based Client When do you need it? Insight to historical and near-real time process performance for improvement Access to statistical process data from Process Engine or Process Simulator Allow business users to quickly filter, slice & dice and drill down to detail process info Extract the value of information for process improvement IBM Corporation

8 How You Can Use Process Analyzer Measure: Processes Workflows Queues Steps Users Leverage: Reporting Cubes Workload Workflow processing time Queue load Work item processing time Work-In-Progress Optimize: End-User App MS Excel (default) Cognos 8 BI Crystal Reports Brio Reports SAP Business Objects Define data (add or limit data sources) Keep or refresh data (Excel feature) Modify chart appearance (Excel feature) Add user defined dimensions & measures Drill-down Filter data (limit dimension members) IBM Corporation

9 FileNet Business Activity Monitor (Cognos Now!) What is it? A way to gain meaningful, instant visibility into enterprise operations (Gartner) Enables business users to measure, monitor and manage business performance Works with Process Analyzer, WPS & 3 rd party applications to monitor business activities When do you need it? Empower business users with control & access to critical operational info Quickly respond to events as they occur or better yet proactively monitor events Greater insight into business performance across multiple systems & functions, in near real-time Action! Access real-time information for operational management Visibility Visual Alert Launch Process Send -- Send Page Send SMS Invoke Web Service IBM Corporation

10 How You Can Use BAM Industry Use Scenarios Metrics Cross-Industry Financial Services & Insurance Government Service level assurance Call center & BPO staffing optimization Fraud detection & compliance enforcement Claims processing On-boarding / enrollment Fraud detection Workload management Account origination Mortgage loan processing Case management Fraud monitoring Workforce optimization Suppliers management Time to resolution Average calls per hour Complaint types & sources Escalation frequency Average cycle time Average processing time Total process cost Error rate & correction costs Fraud alerts & detections Customer retention rate Credit score & risk ratio Open to close case ratio Exceptions & escalations Active cases to agent ratio Delivery default rate IBM Corporation

11 Business Intelligence (BI) for Performance Management What is it? Enables everyone across an organization to make faster, better decisions Provides breadth of capabilities from reporting, and analysis, to dashboards and scorecarding Delivers relevant, trusted information from across multiple enterprise sources including transactional systems, data warehouses (relational and OLAP-based), and modern sources like XML When do you need it? Enterprise level reporting capabilities and robust analytical tools Provides a comprehensive, consolidated view of BPM & other business data Provide contextual information & intelligence to business users for ad-hoc reporting & decision making Make smart decisions with trusted intelligence IBM Corporation

12 Three Questions that Drive Performance FINANCE MARKETING PRODUCT DEVELOPMENT How are we doing? Why? SALES What should we be doing? OPERATIONS CUSTOMER SERVICE HR IT IBM Corporation 12

13 How You Can Use BI for Performance Management FINANCE MARKETING PRODUCT DEVELOPMENT Measuring & Monitoring Reporting & Analysis SALES Planning OPERATIONS CUSTOMER SERVICE HR IT IBM Corporation 13

14 A Sample Use Case with ECM, BPM & BI Financial Reporting Applicable Industry: Cross Industries Sample Content & Information Assets: Income Statement Balance Sheet Capital Expenditure Budget Plan Embed review and approval Process to monthly, quarterly, and annual financial report cycles Include BI reports as Content and check into repository to allow versioning and collaboration Ensure Compliance with audit trail, content and record management capabilities IBM Corporation

15 Customer Case Study 1 Business Background Diversified automotive corp. 18th-largest privately held U.S. company with $11.1B revenue 4,600 associates On InformationWeek 500 list of leading technology innovators for Solutions Delivered to Date Integrated P8 Platform Content: Content Manager Process: BPM, BPF, eforms, Process Analyzer and BAM Compliance: Records Manager Other Integrations Citrix portal application framework Cognos 8 BI Mainframe CICS system & SQL DB Key Objectives Improve customer service & increase customer service agent productivity in auto loans and leases organization Comply with corporate records policy Monitor process productivity Results Faster customer transaction execution Time & cost savings via elimination of 168,000 printed pages annually Cost-savings & compliance with automated record declaration Business process metrics provided to Cognos to monitor overall productivity & performance IBM Corporation

16 Customer Case Study 2 Business Background One of the largest banks in Australia One of the top 15 publicly listed companies in Australia Over 8,500 employees Key Objectives Automation of manual processes Integrate various systems for more seamless access & info retrieval Improve customer service Improve productivity Improve KPI reporting & management Processes Delivered to Date Business Services High volume, low complexity requests Short lived workflow Minimal host integration E.g., disputes, customer admins, estate mgmt Results Reduced manual processing Reduced paperwork Better process management through real time & historical reporting Improved Performance Management and Workload balancing End to End Process Refinement Component Reusability Loan Services Low volume but complex Business Rules Long lived workflow Extensive host integration E.g., Repaid loans, full & partial discharges, substitutions, loan admins IBM Corporation

17 IBM ECM Customer Case Study: Process Map (Process Designer & Simulator) IBM Corporation

18 IBM ECM Customer Case Study: User Interface (eforms & BPM) IBM Corporation

19 IBM ECM Customer Case Study: Loan Servicing Work Queues (BPM & BAM) IBM Corporation

20 IBM ECM Customer Case Study: SLA Monitoring (BAM) with Drill-Down IBM Corporation

21 Analyze, Monitor, and Optimize Your Processes Optimize Performance Monitor Process Analyze Information Financial Insurance Government Manufacturing Cross Industry IBM Corporation

22 Disclaimer Copyright IBM Corporation All rights reserved. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. THE INFORMATION CONTAINED IN THIS PRESENTATION IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY. WHILE EFFORTS WERE MADE TO VERIFY THE COMPLETENESS AND ACCURACY OF THE INFORMATION CONTAINED IN THIS PRESENTATION, IT IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. IN ADDITION, THIS INFORMATION IS BASED ON IBM S CURRENT PRODUCT PLANS AND STRATEGY, WHICH ARE SUBJECT TO CHANGE BY IBM WITHOUT NOTICE. IBM SHALL NOT BE RESPONSIBLE FOR ANY DAMAGES ARISING OUT OF THE USE OF, OR OTHERWISE RELATED TO, THIS PRESENTATION OR ANY OTHER DOCUMENTATION. NOTHING CONTAINED IN THIS PRESENTATION IS INTENDED TO, NOR SHALL HAVE THE EFFECT OF, CREATING ANY WARRANTIES OR REPRESENTATIONS FROM IBM (OR ITS SUPPLIERS OR LICENSORS), OR ALTERING THE TERMS AND CONDITIONS OF ANY AGREEMENT OR LICENSE GOVERNING THE USE OF IBM PRODUCTS AND/OR SOFTWARE. IBM, the IBM logo, ibm.com, Cognos, FileNet, OmniFind and all IBM FileNet products are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. 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 IBM Corporation

23 Thank You! Paul Cheung, Consulting IT Specialist IBM Corporation