Business Process Automation

(1)

Avondseminarie

Business Process Automation

Genereer korte-termijnvoordelen en flexibiliteit

door toepassing van BPMS-technologie

Maandag 14 december 2009

Jan Stinissen, Managing Partner Tony Pans, Senior Business Consultant

(2)

Agenda

Welkom

Business Process Automation: wat en waarom

Gevalstudie en demo

Business Process Automation: hoe

Conclusies

Vraag & antwoord

(3)

QFOR Label

(since 2004)

Vision:

We assist organizations to reach their objectives through

Business Process Management and Business Process Automation

Facts & Figures

Founded 2000

Staff 25

Customers +70

Privately-held, financially strong

Ideas@Work – the company

Renowned Clients

Values

Professionalism, Openness, Initiative, Enthusiasm

Offerings

Business Process Management (BPM) Consulting, Coaching, Training & Project Mgt

Business Process Automation (BPA)

Strong

Partnerships

XEPOS

(4)

Agenda

Welkom

Business Process Automation: wat en waarom

Gevalstudie en demo

Business Process Automation: hoe

Conclusies

Vraag & antwoord

(5)

Lessons learned from Business Process

Management projects

• A lot of effort is invested in process optimization but the resulting changes are

not always successfully implemented…

• Some Reasons:

– “People”: process changes and process thinking is difficult to implement due to

resistance

• Willingness to change: we are use to work like this, why change … • Willingness to change: we are use to work like this, why change … • Capability: people need training and coaching …

– “Technology”:

• It takes too long to implement improvements to core applications, being a blocking issue to improve processes within acceptable timeframes and budget …

• Core applications lack workflow & dashboard functionality:

– Workflow is often supported by follow up xls sheets, mails …

– Data are not available for measuring performance metrics (eg process leadtime, …)

Business Process Automation tools (BPA) can help companies to make

BPM initiatives more successful

(6)

Business stakeholders have different needs and

expectations

• Effectively design & automate the process, resulting in improved process management.

• Enable flexible adaptation to change (agility)

• Improvements can be implemented

Process

Manager

Business

Manager

Get end-to-end business visibility & control,

enabling smart and profitable business decisions:

• Executive dashboard (KPI’s & real-time alerts)

• Daily Process monitoring

• Improvements can be implemented quickly in the supporting technology

• Processes are enforced through the technology

• Process Metrics (KPI’s) for continuous improvement

• Daily Process monitoring

• Balance the workload based on feedback

• Is the business process executed as decided?

Process

Participants

Improve operational support, productivity & quality:

• Have all relevant information available (documents, information) when needed – one place

• Clear view on the work to be completed and the priorities

• Support in completing the process

(7)

Technology to support the Process Manager

• Effectively design & automate the process, resulting in improved process management.

• Enable flexible adaptation to change (agility)

• Improvements can be implemented

Process

Manager

• Process Modelling Tool • Proces mapping

• Process documentation • Simulation

• Workflow tool

• Process automation through configuration • Business Rules engine

• Workflow independent definition of policies and • Improvements can be implemented

quickly in the supporting technology

• Processes are enforced through the technology

• Process Metrics (KPI’s) for continuous improvement

definition of policies and business rules

• Reporting tool

• Document management • Archive documents

• Embed in processes

Process

Manager

(8)

Technology to support the Business Manager

Business

Manager

Get end-to-end business visibility & control,

enabling smart and profitable business decisions:

• Executive dashboard (KPI’s & real-time alerts)

• Daily Process monitoring •Portal

•Publish process tasks, listings, reports & documents

• User rights

•Workflow management •Task list

•Escalated tasks •Reporting & BAM

•Performance metrics • Daily Process monitoring

• Balance the workload based on feedback

• Is the business process executed as decided? •Performance metrics

•Workload balancing (capacity management)

Business

Manager

(9)

Technology to support the Process Participants

•Portal

•User rights

•Workflow management •Task lists

•Notifications •Escalations

Process

Participants

Improve operational support, productivity & quality:

• Have all relevant information available (documents, information) when needed – one place

• Clear view on the work to be completed and the priorities

• Support in completing the process

• How am i doing? •Escalations

• Reporting

•Personal analytics

Process

Participant

(10)

Business needs a variety of technologies

• Process Modelling Tool • Proces mapping

• Process documentation • Simulation

• Workflow tool

• Process automation through configuration • Business Rules engine

• Workflow independent definition of policies and

•Portal

• User rights

•Workflow management •Task list

•Escalated tasks •Reporting & BAM

•Performance metrics

•Portal

•Publish process tasks, listings, reports & documents •User rights •Workflow management •Task lists •Notifications •Escalations • Reporting

definition of policies and business rules

• Reporting tool

• Document management • Archive documents

• Embed in processes

Process

Manager

•Performance metrics •Workload balancing (capacity management)

Business

Manager

• Reporting •Personal analytics

Process

Participant

(11)

BPM Suites contain all BPA components needed to

respond to the business user needs

Business

Rules

engine

Document

Manage-ment

Dash-boards &

BAM

Portal &

User

Interface

BPMS

Workflow

Rules

engine

User

Interface

(12)

BPM Suite

BPM Suites are a new generation of BPA

tools

Doc. Mgt.

Portal

Workflow Business Rules

BAM & Reporting

• Generic BPA tool which can be integrated as BPA solution into multiple applications

• Process complexity and flexibility needs from business decoupled from underlying applications that require stability and maintainability

ERP

Application

Legacy

BPM Suites are generic and integrated BPA solutions loosely coupled with

applications and legacy systems

CRM

Applications

Other

Applications

(HR, planning & logistics, …)

(13)

BPM Suites are characterised by:

Model-based development

The possibilities of a self service model (business – IT)

Seamless integration of all BPMS technologies

Configuration instead of programming

Speed of development and production

(14)

Leading BPMS solutions

Magic Quadrant for Business Process Management Suites

(15)

Agenda

Welkom

Business Process Automation: wat en waarom

Gevalstudie en demo

• Customer Case presented by

Justin Howard, MD EMEA, APPIAN

• Customer Case presented by

Justin Howard, MD EMEA, APPIAN

Business Process Automation: hoe

Conclusies

Vraag & antwoord

(16)

Agenda

Welkom

Business Process Automation: wat en waarom

Gevalstudie en demo

Business Process Automation: hoe

Conclusies

Vraag & antwoord

(17)

Where do we apply BPA:

deployment scenarios

• Strategic solution

– company-wide roll-out of BPA

based on vision & strategy

(and a sound business case)

• Tactical solution

– implement quick wins and get benefits rapidly

– gather and test specifications

• AS-IS measurement

– create a reliable baseline to define improvements

– support simulation of to-be scenarios

(18)

A unique combination of DELIVERY APPROACH and TECHNOLOGY

How we do it:

Think Big, Start Small, Scale Fast

>

VISION & BUSINESS CASE

Think Big

>

EARLY PROTOTYPING

>

FAST DEPLOYMENT & SHORT INNOVATION CYCLES

Start Small

(19)

We assist you from concept to finish

BPA Concept

Factory

Selection of your

BPA Solution

Automation

of your processes

Factory

Business & IT

Vision

BPA Solution

BPM Suite

of your processes

(20)

Concept Factory

Decide on BPA based on BPA Vision, Business Case & POC

Proof of

Concept

Business

Architecture

IT

Architecture

Business

Case

Vision

Workshop

(21)

Package Selection

Select the most suitable BPM Suite using a structured approach

Define

scope &

require-ments

Create

shortlist

Score the

shortlisted

solutions

Scenario-based

demo

Selection

based on

scoring

Ideas@Work has a thorough understanding of the leading BPMS

Solutions, by investing time on analysing the BPMS solutions

enriched by comprehensive experience with BPMS projects.

• Process Analyst • Key Users

• BPMS expert

• Process Analyst • Users

• BPMS expert

• Management • Process Analyst • Key Users

(22)

The BPA methodology

Automate your processes with a BPM Suite: Fast & Use Case-based

Functional

Design

(Use Case)

BPMS

Configuration

& Testing

User

Acceptance

Testing

(Use Case)

Deployment

• Process Designer • IT Engineer (SOA/EAI) • IT Engineer (

• Process Analyst • Key users

• Business consultant • Installation consultant • Users

Project Management Change Management

(23)

BPM lifecycle

BPA enables short process improvement cycles

Vision &

Strategy

Improve &

Design

1 to 3 months

Develop &

Implement

Execute &

Control

(24)

Model-driven approach

Collaboration Business & IT is crucial for success

Model-driven design & development, based on

• Common language: BPMN

&

(25)

Model-driven approach

Design & development objectives

Workflow Model

Business Process Model

Business Processes

:

• Flexibility & Speed

• Productivity

• Governance

• Visibility / Metrics

• Process Control Predefined

processes and process patterns

Workflow Model

(BPMN)

IT Integration

IT Services

:

• Flexibility & speed

• Cost (IT spent)

• Quality

• Availability

• Maximum Reuse

• Governance

Pre-tested, operational IT

(26)

Configuration & Development

Separation of Business configuration & IT development

Business Process Model

Business Retains Control of

• Order of Tasks

• Assignment of Responsibility

• Groups, Roles, Skills

• Deadlines

• Alerts, Reminders, Escalations

• Addition of Manual Tasks

• User Interface

Workflow Model

(BPMN)

IT Integration

IT Retains Control of

• Computational Logic

• Data Representations

• Scalability / Performance

• Interoperability

(27)

The organisational impact of BPA

Business and IT Collaboration?

Applications

Business / Process Analysts

Capture Process Documentation and Requirements

End-Users

Use resulting Applications created by Business and IT

Collaborate to execute daily work

Provide feedback to Business Analysts for Application improvements

IT

Services

IT Developers

_{Create libraries of re-usable IT Services}

Abstract data sources into consumable data types

Manage Servers and Change Mgmt

Applications

HR App Finance App

More Apps

Requirements

Orchestrate Services and People into logical BPM Application

Communicate requirements for new services to IT

Track process performance and identify areas for improvement

(28)

BPM + SOA + BPA

Ultimate goal: organisation dedicated to process excellence

IT Architecture

SOA Governance

Process

Governance

Model-based collaboration

Business Experts

_{IT Architecture}

IT Engineers (IT services) Design Processes

Manage Business Rules UI Designer

Business Experts

Integration Architects

(29)

The steps that are typically taken

Step 1

Concept Factory

Go/No Go for BPA

Step 2

Iterative BPA deployment:

process by process

Step 0

“NEED”

Business Process Improvement

program

Awareness: BPA is a CSF to make BPI projects successful

Concept Factory Processes for iterative implementation

Case 1

Case 2

Concept Factory Internal Complaints Onboarding

Processes for iterative implementation

- Sales process - Client complaints - Service Requests - Employee onboarding - Absenteeism

- Planning

*Backoffice processes: - client onboarding - follow-up contracts - portfolio mgt

- win-back & stopping of contracts

- Invoice & C/N validation & creation

* Sales processes * Service processes * Process management

(30)

Agenda

Welkom

Business Process Automation: wat en waarom

Gevalstudie en demo

Business Process Automation: hoe

Conclusies

Vraag & antwoord

(31)

BPA helps to meet the business objectives

Increase efficiency and decrease

operational costs

by automating workflows, rules & tasks and eliminating paper & xls sheets

Enable change

by supporitng process training & coaching actors in process changes via

automated workflow

Business

Value

Ensure process compliancy

by “enforcing” process actors to respect the process in a user-friendly environment