BPG. what is. The undeniable truth today is that. our organizations need to grow while. cutting costs. It s difficult, if not outright

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1 The undeniable truth today is that our organizations need to grow while cutting costs. It s difficult, if not outright impossible, to use the same old tools we ve used for decades to improve knowledge worker productivity. But a new generation of solutions that what is BPG? manage and navigate complexity in the enterprise are on the horizon, and they promise to radically change the way we think about the cost and productivity of knowledge work. As a knowledge worker, the most difficult thing that you have to deal with, day in and day out, is the complexity of your work. Complexity is by far the greatest challenge that individuals and organizations face today. Business Process Guidance

2 navigate complexity The undeniable truth today is that our organizations need to grow while cutting costs. Complexity The complexity in applications, sources of information, policies and procedures, as well as constant changes in regulations, makes you feel as though you re in a strange city with a very intricate set of roadways and you must navigate these roads without the benefit of a road map. The uncertainty of business and markets changes the route you can take from one moment to the next. Being able to use good judgment and make good decisions in this volatile context depends on how quickly and accurately you can navigate this ever changing maze. The same principle applies to your work. If you look at your desktop right now, you re likely to see dozens of applications scattered about, such as , calendars, desktop applications, enterprise applications, browsers, collaboration and social networking, and, of course, the everpresent paper. To compound the complexity of these applications, over time we ve laid technology on top of technology in a effort to simplify all of the pieces. In reality, the result has been a tremendously chaotic environment, sometimes held together by help or e-learning systems or other sorts of tools to help us navigate individual applications. But each of these tools are unique to their application,

3 improve productivity It s difficult, if not outright impossible, to use the same old tools we ve used for decades to improve knowledge worker productivity. and none of them really provides a comprehensive method that simplifies the situation. We ve tried to manage this complexity through other approaches as well, such as business process management and knowledge management. While these methods do help, much knowledge work is still highly unstructured, and you certainly don t have the time to spend searching for, retrieving, and sifting through information. You ve got to make decisions quickly and accurately. For example, imagine that you re a customer trying to get an answer to a question about your health insurance policy or your credit card statement. Why do you get put on hold so often? Because the customer service rep you re talking to has to research the latest changes to your information, policies, regulations and procedures in order to find the information that they need and answer the question accurately. That may mean searching through online databases, updates about new procedures, and lengthy policies manuals. The bottom line is that, by laying technology upon technology, and by continuing to use paper documentation as a source, we make knowledge work more and more complex and service harder and harder to deliver.

4 on the horizon A new generation of solutions that manage and navigate enterprise complexity are on the horizon promising a radical change in how we think about the cost and productivity of knowledge work. The problem is not the technologies. Rather, we ve addressed this problem for so long across only two dimensions: the dimension of applications and the dimension of information. We ve added more applications and we ve added more information, but we haven t added more tools for navigation, tools to help guide us through all of this complexity. Our focus now should be on our ability to navigate what we already have on our enterprise desktops. If we really want to help knowledge workers do their job better, then we have to give them tools that will help them navigate all this information quickly and accurately. How can we do that? Let s return to our poor customer service representative. He s trying to access all this information and sift through it at a moment s notice. He has no idea what the customer s question will be. Any question is fair game. So we can t define a business process to help them because no process will answer every single question that a customer may come to them with. What s the answer? It s amazingly elegant and amazingly simple. It s called Business Process Guidance, or BPG.

5 What is Business Process Guidance? Business Process Guidance (BPG) is a revolutionary new approach to dealing with growing complexity the single greatest inhibitor of business performance today. more or less...have all these systems made your employees work more or less complex? Technology Compounds Complexity Increased competition, customer expectation, and regulation mean that businesses have become incredibly complex, requiring countless new and ever-changing policies, procedures, and processes. To date, the most commonly applied solution to the problem of increasing complexity is new technology. This is why we have seen the massive proliferation in ERP, CRM, BPM and a myriad of other software categories. But ask yourself this question: Have all these systems made your employees work more or less complex? All too often new technology compounds the complexity of work. This is why, time and again, your organization s major IT investments are just not yielding the expected level of return.

6 break through Business Process Guidance Navigates Complexity BPG is a breakthrough solution to this problem. BPG enables you to: Define your organization s policies and procedures from a role perspective. What does an employee need to know in order to complete any given task that falls to their role? Create comprehensive guidance in the form of text and diagrams that communicate these policies and procedures in clear terms that the employee can act upon quickly. Deliver just the most relevant parts of this guidance to employees according to their role and the task they are working on when they need assistance. When employees are supported in real-time through the complex maze of processes, policies and procedures, great things happen.

7 super charged Supercharging Your Existing IT Infrastructure Most enterprise application deployments are technically successful. However, they often fail to deliver the expected benefits, because people resist change. Employees see the system as something new to learn and, therefore, as an added burden. Alternatively, when employees are introduced to a system that helps them do their job with virtually no changes to your existing infrastructure and no learning necessary, great things happen: Employees use more of the capabilities of your enterprise applications. Process, policy, and procedural compliance improves dramatically. The pre-go-live training that everyone quickly forgets can be eliminated. First-call resolution rates and customer satisfaction scores improve. Process, policy and procedural compliance improves dramatically.

8 BPG Systems Contextually relevant - identifies where every user is in their work and provides the most relevant guidance for that specific task. Role-centric - the guidance that an end-user sees is determined by their role. Single format support-guidance is presented in a highly-structured and consistent format optimized for providing clear, actionable support within a workflow. Information is presented in a narrow window that runs along the right edge of the screen, side-by-side with the applications that are being supported on the desktop. SharePoint Keyword dependent - relies on keyword searches,which can generate out-of-date or irrelevant results. Process-centric - users often need to wade through information that does not apply to them. Multiple format support- guidance is presented as MS Office documents (Word, PowerPoint, etc.), PDFs or webpages. Because these formats are unstructured they result in multiple styles and standards that hamper fast access and interpretation of information. Information is presented in full-screen mode, covering the applications in use. Built-in mechanisms for continuous Custom mechanisms for improvement improvement - A BPG system constantly Guidance-specific capabilities are ad-hoc expands its process guidance capabilities, and often require significant development such as real-time alerts for content changes, effort to implement. feedback mechanisms between end-users and content developers, easy content authoring and maintenance for subject matter experts, non-technical processes for creating context-sensitive linkages and much more. BPG Systems SharePoint SharePoint and BPG are a great combination. Think of SharePoint as the place where work gets done and How does BPG relate to other solutions for knowledge workers? Business Process Guidance and SharePoint SharePoint is a powerful collaboration and information sharing platform that s great for facilitating project work in corporate environments. However, SharePoint is not designed to provide rapid access to actionable guidance through time-critical and complex policies and procedures. There are thousands of these mission-critical processes within complex, changing and regulated industries like banking, insurance and telecommunications. Organizations that want to support their employees in this way can, in theory, build out this capability in SharePoint, but it requires a lot of time and money without achieving a great outcome. SharePoint and BPG are not mutually exclusive. In fact they are a great combination, with content in one system readily accessible from the other. And SupportPoint can certainly guide your employees through business processes they are working on within SharePoint. recorded. Think of a BPG system as where employees turn when they need to know HOW to get things done.

9 BPG Systems Provide step-by-step instructions through existing processes. Sit alongside legacy applications. Explain business rules. Have short implementation timeframes with minimal IT involvement or impact. BPG BPM BPM Systems Automate and simplify processes. Replace legacy system interfaces. Enforce business rules. Involve significant infrastructure investments with lengthy and IT-intensive involvement and impact. Systems Systems BPG systems are a GPS for the enterprise desktop guiding employees through the complexity of company policies, procedures and systems. How does BPG relate to other solutions for knowledge workers? Business Process Guidance and Business Process Management BPG systems are sometimes confused with Business Process Management (BPM) systems. However, they are two different but complementary approaches. BPM and BPG systems work together in powerful ways: BPM simplifies and automates the highest-volume processes in your organization, while BPG guides employees through the large number of less frequently applied processes that may not be worth implementing in a BPM system. BPM deals with the gradual changes in processes, policies and systems in your business, while BPG is a fast response to the areas in your business that experience the most rapid change. BPM systems can make fundamental improvements in your operational efficiency but typically take years to implement. BPG is the path to significant cost and efficiency improvements in your current budget year. BPM systems can prompt endusers to complete or follow a process, but BPG systems provide them with the knowledge they need to complete that process correctly, consistently, in compliance with your business policies, and, most importantly for your customers flexibly.

10 BPG Systems Utilizes a knowledge base containing only officially sanctioned and up-to-date information. Delivers only information relevant to searcher s role and current activity. Stores information efficiently, with consistent navigation structure and content layout. Supports a few contributors - subject matter experts are the content owners. Provides feedback mechanisms to content owners. Supports centralized management and control of up-to-date content. BPG KM Traditional KM Systems Utilizes a resource center of new and old information on many topics. Delivers a broad set of results. Stores information in many file formats and structures. Supports many contributors anyone can develop content. Encourages free-form collaboration between all employees. Supports ad-hoc management of content. Systems Systems How does BPG relate to other solutions for knowledge workers? Business Process Guidance and Knowledge Management Knowledge management (KM) traditionally focuses on helping workers collaborate and share their experience within an organization. KM solutions are designed to manage metadata, tag content, and facilitate intranet searches. However, this approach is less effective in call centers and backoffice environments, where job tasks are more defined and where speed, accuracy, and compliance are paramount. BPG delivers real-time, actionable guidance in the context of each employee s role. It identifies where the user is in a process and provides the most relevant guidance to get them from that point through the task or call resolution. BPG provides all the process, product, and systems guidance your employees need to complete their work completed in an efficient and effective manner. BPG delivers real-time, actionable guidance.

11 navigate complexity BPM systems are like new freeways that ease congestion making it easier for employees to complete tasks. A GPS for Your Desktop Rather than trying to create business processes that are subject to constant change, BPG can adapt to every change. BPG helps knowledge workers navigate any level of complexity and provides an up-todate roadmap, in the same way that a real-time GPS helps you navigate an intricate set of roadways. BPG attacks complexity very effectively, and it does so without requiring you to tear out all of your existing technology. BPG allows you to deal with incremental and continuous change. You can sustain improvements by tracking them and making them part of the navigation for future users. The key to any sort of guidance is learning from your mistakes, from your wrong turns. BPG systems learn over time and provide incremental and sustained improvements for the process. BPG also provides higher levels of accuracy in answers for any situation a knowledge worker may encounter. This is because BPGs are contextsensitive solutions they can identify the skills of the knowledge worker and the context of the problem, which applications are open, how they work together, and which policies and procedures apply to any given combination of factors. Simply put, BPG deals with the tremendous depth of layers of applications and information layers across your entire enterprise.

12 quick& accurate Imagine the power of having a GPS for the enterprise! After all, if you found yourself in a new city and wanted to find your way around, you wouldn t ask for a roadmap, you d ask for a GPS or use the one that you have on your cell phone! Yet in our organizations we put up with a virtual absence of navigation tools. Why? Simply because there wasn t an option. Until now. A GPS for the enterprise desktop provides a whole new way of looking at the problem of complexity for knowledge workers and a whole new set of solutions for enterprises that are struggling to grow without adding costs and headcount. BPG cuts right through complexity, creating a straightaway that allows knowledge workers to get to the answer s they need quickly and accurately. And it does so without requiring you to tear out all of your existing technology.

13 Business Process Guidance United States: +1 (781) Australia: +61 (0) United Kingdom: +44 (0) Panviva is the developer of SupportPoint, a powerful combination of business process and knowledge management we call Business Process Guidance. Like a GPS, SupportPoint determines an employees, location in any task and then guides them through the process by delivering concise, up-to-date data and directions. This improves accuracy, compliance and customer experience, while reducing training time and support costs. (c)2015 Panviva Pty Ltd. Panviva, the Panviva logo and SupportPoint are trademarks of Panviva Pty Ltd. All other brands may be trademarks of their respective owners. Visit our website to learn more about what BPG can do for your business. p a n v i v a. c o m