THE FUTURE OF PROCESS MANAGEMENT ALL DIGITAL? ROLF HOFMANN
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1 THE FUTURE OF PROCESS MANAGEMENT ALL DIGITAL? ROLF HOFMANN
2 ANY CONCERNS ABOUT THE DIGITAL FUTURE? Copyright 2017 Accenture. All rights reserved. 2
3 BAD NEWS: TRADITIONAL ANSWERS WILL FAIL TO MASTER FUTURE PROCESS DEMANDS Complexity Agility Frequent Human Intervention Need for Speed Inflexible / expensive IT Solutions Segment of One Copyright 2017 Accenture. All rights reserved. 3
4 THE GOOD NEWS: DIGITAL TECHNOLOGIES OFFER NEW ANSWERS transactional Range of Process Complexity judgement-driven Robotic Process Automation (RPA) Artificial Intelligence (AI) Advanced Analytics Copyright 2017 Accenture. All rights reserved. 4
5 ROBOTIC PROCESS AUTOMATION (RPA) ON A PAGE Elimination of human interaction by a software robot (e. g. data rekeying at media breaches) Software Robot Web Input Database System 3270 SAP GUI Copyright 2017 Accenture. All rights reserved. 5
6 ROBOTIC PROCESS AUTOMATION (RPA) REAL-LIFE EXAMPLE Invoicing & Dunning RPA-based automation of invoice and dunning management procedures. 75% reduced process costs RoI after 2 months 100% monitoring & control Copyright 2017 Accenture. All rights reserved. 6
7 ARTIFICIAL INTELLIGENCE (AI) ON A PAGE Technologies enabling computers to behave like humans. Text / Speech Analysis Picture / Video Sensing Virtual Agents Expert Advisory Systems Next Best Action Solutions Copyright 2017 Accenture. All rights reserved. 7
8 ARTIFICIAL INTELLIGENCE (AI) 4 KEY CAPABILITIES Sense Comprehend Act Learn recognize text, speech, images, videos interpret and understand draw conclusions, take actions learn from experience, increase own body of knowledge Copyright 2017 Accenture. All rights reserved. 8
9 ARTIFICIAL INTELLIGENCE (AI) 4 KEY CAPABILITIES Sense Comprehend Act Learn recognize text, speech, images, videos interpret and understand draw conclusions, take actions learn from experience, increase own body of knowledge Copyright 2017 Accenture. All rights reserved. 9
10 ARTIFICIAL INTELLIGENCE (AI) 4 KEY CAPABILITIES Sense Comprehend Act Learn recognize text, speech, images, videos interpret and understand draw conclusions, take actions learn from experience, increase own body of knowledge Copyright 2017 Accenture. All rights reserved. 10
11 ARTIFICIAL INTELLIGENCE (AI) 4 KEY CAPABILITIES Sense Comprehend Act Learn recognize text, speech, images, videos interpret and understand draw conclusions, take actions learn from experience, increase own body of knowledge Copyright 2017 Accenture. All rights reserved. 11
12 ARTIFICIAL INTELLIGENCE (AI) 4 KEY CAPABILITIES Sense Comprehend Act Learn recognize text, speech, images, videos interpret and understand draw conclusions, take actions learn from experience, increase own body of knowledge Copyright 2017 Accenture. All rights reserved. 12
13 ARTIFICIAL INTELLIGENCE (AI) REAL-LIFE EXAMPLE Invoicing & Dunning Artificial Intelligence solution to handle real-time telephone and webchat customer interactions 45% FTE load reduction 30% increased avg. lead time 40% process wo/ human interaction Copyright 2017 Accenture. All rights reserved. 13
14 RPA/AI OPPORTUNITIES ARE WIDELY SPREAD THROUGHOUT YOUR PROCESS LANDSCAPE Sales Forecast Core Value Chain Sentiment Analytics Marketin g & Sales Campaign Mgmt. Data Access & Analytics R & D Integrated Planning Planning Manufacturing QM Engineering & Maintenance Supply Chain Logistics Execution Warehousing Control Tower Production Performance Optimization Infrastructure Monitoring & Predictive Maintenance Technician Advisory EHS Trade Compliance Custome r Service Order Mgmt. & Customer Service Complaint Handling Enabling Functions Procurement Operations Sourcing Supplier Helpdesk Finance Controlling HR IT Account Closure Vendor Invoice Inquiry Service v v Risk Control HR Admin Candidate Selection Payroll IT Service / Helpdesk Cyber Threat Detection Copyright 2017 Accenture. All rights reserved. 14
15 WHAT IS IN IT FOR THE BUSINESS PROCESS MANAGEMENT DISCIPLINE? Lean BPM TQM SixSigma IT-System-Design KVP/CPI Lean Production Process modeling KPI/MbO Lean Administration Methods (ARIS/EPK) QMS/ISO Lean Leadership Standardisation/ Harmonization (ERP-related) BPMN Lean SixSigma IKS Process Governance Next Generation Process Excellence Copyright 2017 Accenture. All rights reserved. 15
16 NEXT GENERATION PROCESS EXCELLENCE WILL STEER THE OVERALL PORTFOLIO Process Excellence Portfolio Initiatives (1-n) Process Harmonization & Standardization Continuous Process Improvement Process Innovation & Digitization Process Compliance Process Excellence Support Services Copyright 2017 Accenture. All rights reserved. 16
17 BPM SUITES ARE NOT FOR PROCESS MODELING IT S ABOUT REAL PROCESS MANAGEMENT Selected capabilities: Dynamic Case Management / Rules Engines Adaptive and predictive analytics Pre-configured strategy rules Built-in reporting capabilities to measure KPIs Built-in social collaboration capabilities Omni-channel UI (design once, deploy anywhere) Copyright 2017 Accenture. All rights reserved. 17
18 NEVERTHELESS, PROCESS MODELS CAN BE SEXY AS WELL PERSONAS JOURNEY MAPS USER STORIES Copyright 2017 Accenture. All rights reserved. 18
19 CONCLUSION: DIGITAL IS THE 2 ND CHANCE FOR BPM Process automation and analytics solutions will have a tremendous impact on process performance. Treating the digital change seriously and ramping-up according capabilities at speed will lead to the long desired breakthrough of BPM. Copyright 2017 Accenture. All rights reserved. 19
20 ROLF HOFMANN SENIOR PRINCIPAL ACCENTURE STRATEGY +49 (0)
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