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

The Path to Business Transformation Though Business Process Management Suites (BPMS). Dr. Setrag Khoshafian Vice President of Product Marketing and BPM Technology Pegasystems Inc. Survey Question. Which best describes your current thoughts/feelings?.

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

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  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

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

  4. The Problem: Execution Gaps

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

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

  7. BPM Suites: What Are They?

  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

  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

  10. Eliminate Execution Gaps: Build Enterprise Solutions

  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

  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

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

  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

  15. Work and Case Automation

  16. Automate the Work Just-When-NeededRetrieval Productivity & Quality Alerts Open Database Procedural Declarative Best Source Model &Simulate REPORT RESEARCH Skill BasedRouting TailoredInteractions RESPOND ROUTE Cases & Folders CUSTOMERS ProactiveFollow-up Priority RECEIVE RESOLVE Telephony System-DrivenProcessing Scan &Fax AutomatedTransactions Guided Processing Browser WebServices

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

  18. Traditional Production/ Structured Workflow Sweet Spot Of Smart Case Management Case Enabled Work Automation

  19. Benefits Case Management Employer: Wages inaccurate Attachments Channels Citizen Caseworkers Related Cases Prior Application A Income verification Prior Application B Phone Mail Background check Prior Application C Applicant Military service history Adjudicator Adjudicator Manager Online Fax Email In-Person Tasks & Subcases Subcases Ad Hoc Actions Manual Review of Application Request Manager Review Contact Employer Request Additional Information

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

  21. Monitor, Improve & Optimize Business Performance

  22. Business Activity Monitoring (BAM)

  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

  24. Enterprise Repository & Assets

  25. Enterprise Repository Extension Composite App Core Process Integrate Structure Constrain Decide Secure Present Calculate Communicate BPM Suites Enterprise RepositoryA single repository to change, deploy, specialize, & re-use • Testing • Versioning • Reuse/Specialization • Auditing • Searching/Navigating • Access control • BPM processes for management • Instant deployment • Rollback

  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 English Spanish Add Differences to Specialize Specialize Services Value Added Services 2 Benefits Offering 1 Benefits Offering 2 Common Practices Enterprise-wide Standards BPM Suites & Solution Frameworks

  27. BPM Suites: Who Benefits & Why

  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

  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 Citizen Knowledge Worker/CSR • High productivity environment enables IT to respond &deliver on promises • Ability to respond to market demands and build for change at lower costs IT Manager Business Manager BPM

  30. Example: As-Is State

  31. Example: BPM Suites Solution

  32. Modernization & Transformation

  33. The Challenges and Problems of Legacy

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

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

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

  37. Selecting the “low hanging fruit” slivers for modernization

  38. Modernization Phases through BPMS

  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!

  40. Question & Answer

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