SEQUENCE BPMS. Automating BPM for Business Excellence. Design Optimise Control Improve

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2 Issue Date: 9/07/ PNMsoft All Rights Reserved No part of this document may be reproduced in any form by any means without the prior authorisation of PNMsoft. PNMsoft UK 38 Clarendon Road Watford Herts W17 1JJ Tel: +44(0) Website: 2

3 Contents CONTENTS... 3 INTRODUCTION... 4 BPM AUTOMATION: THE BENEFITS... 5 THE BPM SUITE MARKET... 8 THE BPM SUITE CASE STUDY: AMDOCS ABOUT PNMSOFT

4 Introduction The purpose of this white paper is to discuss the role of Business Process Management Suites (BPMS) in helping organisations to achieve their BPM goals. The white paper starts by focusing on the benefits of BPM automation for businesses. It continues with an assessment of the BPM Suite market and sets out how a business can benefit from PNMsoft s BPM Suite. The white paper concludes with a case study which describes a high-end, enterprise level solution for a leading global provider of CRM software systems and services. 4

5 BPM Automation: The Benefits BPM automation is the use of software to enable an organisation to achieve its business process management goals in the interests of its stakeholders. What benefits can a business expect from BPM Automation? Gartner and Forrester predict that the Business Process Management Suite (BPMS) market will reach $6 billion by It is one of the fastest growing software sectors in the world. In The State of the BPM Market produced by a leading provider of enterprise infrastructure software, respondents were asked to name the areas where they expected to see the greatest ROI from a BPMS. Their responses were: Automating or accelerating highly manual processes (26%) Increasing the visibility of processes (21%) Improving operational excellence (20%) These operational improvements arising from a BPMS have a direct and positive impact on a company s profits. In the following sections, we examine further the principal business benefits of a BPMS. Improve Process Efficiency For a customer, the product or service may appear to be the result of a seamless operation but the view from within a business can be quite different: a significant number of manual tasks often poorly connected; poor communication; and a variety of old and new systems that need workarounds to ensure proper functioning. A BPMS delivers automated tasks within workflows that are seamlessly integrated with IT systems resulting in shorter process lifecycles. Tnuva is a large food corporation with dairies, factories and distribution points spread throughout the country. helped the Dairy Division to rapidly identify production problems, speed handling time for Quality Assurance issues and enhance customer service processes. Improve Productivity A BPMS enables you to make the best use of your resources particularly staff. Workflow automation boosts your staff s productivity. Amdocs is a world leader in customer management solutions, active in 50 countries and employing 16,000 people. It used PNMsoft s BPMS tools to create complex processes in just 20% of the time that was previously required (12 days instead of 60 days). This automation allowed Amdocs to speed their time to market and increase their revenue flow. 5

6 Improve Management Control A BPMS provides process owners and managers with real time monitoring capability for high process visibility and to focus corrective action quickly and efficiently. Additionally, a BPMS offers reporting features to analyse historical performance and determine trends relating to KPIs and SLAs. Home Group is the UK s largest provider of social housing solutions for Local Regional Government. PNMsoft s helped the company to tighten control and improve its business agility among its thousands of employees, customers and suppliers. It also synchronized Home Group s various businesses. Improve Customer Satisfaction A BPMS enables an organisation to develop and optimize processes that deliver consistent and predictable results to ensure customer satisfaction. Improve Compliance Legislation, regulations, standards (for example ISO 9000) and SLAs place a constraint on the operation of business processes and pose a management challenge to ensure that requirements are met and that this is demonstrated. A BPMS enables an organisation to ensure compliance effectively and efficiently. Tasks and business rules are clearly defined. Reliable connections are made across functional boundaries. Workflows are used that deliver predictable results. Monitoring and alerts ensures that timely corrective action is taken in the event of a problem. For auditing purposes, BPMS automation ensures that the record keeping and audit trail processes are reliable and efficient. SwiftTrade is the first and largest Direct Access Electronic Trading Centre in Canada with offices across Canada, Europe, Asia and the Americas. In its global share trading activities, SwiftTrade is subject to many demanding compliance requirements. The company s President, Peter Beck, said about Sequence: To have our Compliance Supervision processes automated has lifted an unbelievable burden from the organization. Improve Business Agility A BPMS is designed to bridge the gaps between systems, people and functional boundaries in your business operations. Rather than ask How much are these gaps costing me?, you progress to: How fast can I close my gaps?. A BPMS enables you to do more with what you already own, increase your business agility and respond faster to market dynamics. 6

7 Speeding your Time To Value (TTV) The Time to Value concept is important for any business and must be applied to a BPMS: how long do we have to wait for solid business, bankable results? A BPMS must go beyond purely functional requirements and offer minimal development and adaptation time, little or no training, and reduced time between development and implementation. "There s no way we could have executed our explosive growth, going from 27 offices to 65 in one year, without using BPM to manage the processes associated with setting up locations all over the world Peter Beck, President, SwiftTrade "For data that you want to do business intelligence on pulling that all together into a horizontal platform that's very simple to use PNMsoft does a great job on fast deployments." Bill Gates at the Microsoft Office Developers Conference 7

8 The BPM Suite Market BPMS: Entering the Mainstream The BPMS market has matured. This market is considered to be the one of the fastest growing software market segments and is estimated to grow at a compound annual rate of more than 24% by This is four times as fast as other BPM-enabling technologies. According to Gartner s latest report, total software revenues of BPM products reached nearly $1.7 billion and exhibited the characteristics of a mainstream market with stable vendors, vendor consolidation and rapid user adoption. They project a market size of $5.1B by 2011, a figure that is in line with other estimates ($5.5B from IDC and $6.3B from Forrester). Moreover, according to Gartner, CIOs have rated Business Process Improvement as the No 1 priority for the third year running. BPM Systems are the technology drivers for efficient Business Process Improvement (BPI), by taking process-centric service tasks and turning them into improved business results. Moving Forward with BPM Technology BPM technology is constantly evolving in order to offer better business performance. In the past, the technology supporting BPM came from the separate solutions of Enterprise Application Integration (EAI), Document Management (DM). Workflow Automation was used by businesses to seek greater efficiency. Moving Forward with BPM Business Process Management (BPM), first defined by Gartner, was the blending of EAI, DM and WA into one coherent software package. It became the central platform for business efficiency improvement. 8

9 The addition of more specific software, such as work process simulation and modelling, rules management and performance management, gave BPM the wings to really take off as an effective business solution. BPM with these enhancements built-in was given a new name Business Process Management Suite (BPMS). This became an even stronger platform for improving competitiveness. Today, BPMS has become one of the leading software packages used by businesses with a preference for 'no coding' features. Earlier technologies are now being consolidated to support Business Process Improvement (BPI), one of the strongest drivers in business today. BPI is the systematic approach that helps organizations to optimize their underlying processes as they strive towards getting more efficient results with fewer resources. Looking into the Crystal Ball BPM allows companies to create unique and differentiating business processes on top of the same software that many of their competitors use. AMR Research Industry experts believe that the future of BPM is tied closely to Service-Oriented Architecture (SOA) and that the two will be working closer together over time. Large IT organizations have invested greatly in SOA in recent years with the purpose of building simpler, more flexible and more reusable business services on top of separate and redundant IT systems. In parallel, BPM is showing its effectiveness in improving responsiveness to market changes. It is this agility that helps to justify and fund SOA investments. In return, SOA enables BPM to scale up quickly and efficiently. 9

10 The BPM Suite BPMS Modules The BMPS comprises the following web based modules which enable a business to meet its BPMS requirements in a single integrated package: Module App Studio Flowtime Flowtime Dashboards TO GO Process Cloudworks Purpose Create workflows Use workflows in Microsoft SharePoint Monitor and report workflow performance Mobile Portal Design and operate processes in the cloud. App Studio The App Studio module is a graphically based workflow development environment. App Studio: Intuitive Workflow Design 10

11 Drag-and-drop and task wizard features ensure that you can build workflows quickly and easily. Workflow building blocks (forms, tasks, business rules, messages, integration, flow connections) are clearly laid out, easily completed and assembled. We recognise that business processes change frequently to meet new requirements. promotes workflow template reuse and provides deployment features that enable a seamless transition when an existing live process is modified. supports the import/export of Business Process Execution Language (BPEL) and Busines Process Modelling Notation (BPMN) formats can be published as Web Services. Flowtime The Flowtime module enables your employees to use the workflows that have been designed in App Studio and then deployed with Administration. Flowtime is browser based and integrated with a Microsoft SharePoint site. The SharePoint Web Parts are configurable to enable workflow elements to be made available to users and groups as required. Flowtime: Implementing Workflows 11

12 Flowtime Dashboards Flowtime Dashboards enables process owners and managers to have a browser based graphically presented view of process performance data. For high visibility and real time control, provides dashboard views of process performance with the ability to drill down to focus corrective action quickly and efficiently. Flowtime Dashboards: Monitoring and Reporting Workflow Performance To support MIS requirements, enables managers to perform filtered searches to analyse historical performance and determine trends relating to KPIs and SLAs. 12

13 Process TO GO Mobile Process Operation PNMsoft understands that a majority of business users now also work on-the-go via mobile devices. As such, provides the ability to operate processes via mobile, improving the user experience, reducing bottlenecks and leveraging emerging work practises for process improvement. PNMsoft is proud to present the Process TO GO Mobile feature set: Mobile Portal This service provides a mobile device-friendly portal that provides the user with all of the end-user capabilities provided by the Flowtime. The portal utilises the latest HTML5 standards to provide a cross-platform solution. The portal can be configured by the customer to meet specific requirements and is available as an app or an online service. 1 Click This service, provided with 6.4 and higher, enables users to complete process tasks at the click of a link from their mobile phone or PC. Mobile MI This service exposes the MI, including rich visual dashboards and reports, to all mobile devices. Mobile reports enable managers on-the-go to monitor process performance and make quick decisions on how to manage their team and its projects. 13

14 Cloudworks BPM in the Cloud Cloudworks is a full BPMS delivering enterprise capabilities. This provides modelling, execution, monitoring and simulation capabilities delivered in a cloud environment. To begin process development with IN THE CLOUD, customers create an account at PNMsoft s Cloud web portal, login and begin designing their BPM workflows. Once workflows are published, end-users can operate them via the Cloudworks Flowtime interface. Managers can access KPI dashboards via this interface. PNMsoft customers can choose to subscribe to sets of services to meet specific requirements. The services are grouped into six sets. Mobile Extranet For All Data Sharing SharePoint Unified Communications FRAMEWORKS IN THE CLOUD IN THE CLOUD TO GO SharePoint TO GO For All TO GO Data Sharing TO GO Extranet TO GO PNMsoft s Cloud Services TO GO Unified Comms TO GO Mobile TO GO Subscribe ON PREMISE Third Party Network ON PREMISE Corporate Network Azure Cloud Platform PNMsoft has selected Microsoft s Cloud Platform, Windows Azure, as the platform of choice for all cloud and mobile offerings. Windows Azure provides a secure and robust hosting environment for, and enables clients to build and operate their cloud-based solutions. As part of the Azure platform, Cloud solutions are integrated with Microsoft Office 365 and SharePoint Online. 14

15 Seamless Integration integrates with all Microsoft products and with best-of-breed 3rd party software, so that working in a BPM environment becomes a natural extension of your daily activity. is used with Outlook and Office applications, which greatly reduces training time and increases its acceptance in the workplace. This kind of total integration empowers you to rapidly build adaptive, mission-critical BPM solutions and span all your people, systems and organisations. also interfaces directly with MS BizTalk Server 2009, MS SharePoint Server 2007 and SharePoint Server 2010, and MS Project Server. Robust and Scalable solutions are robust and scalable. The BPMS is suited to both single servers and NLB clusters, with conversion to process-oriented systems being dynamic and simple. The software, equally powerful as a stand-alone system or as an integrated component of an ISV/OEM solution, is among the fastest time-to-solution and highest ROI performers in the BPMS field. Architecture is constructed in three layers as show in the diagram below. 1. Infrastructure Layer (for Enterprise and Partners) The system draws its data from the diverse systems within the environment of an enterprise or its partner. These include inputs from ERP, CRM, PLM and Finance systems and homegrown applications, as well as external services such as Call Centers. 2. Business Process Layer s application generator creates the graphic workflow elements that make it easy and intuitive to build a complete operational process, regardless of its complexity. 15

16 3. Dynamic Organizational Structure The User Interface (based on.net and IIS) is designed to ensure maximum connectivity to every department within an enterprise, and in any part of the world. Solutions BPM solutions are currently being used by our customers worldwide across a range of business sectors to ensure that key business processes deliver desired results to satisfy the needs of stakeholders and drive better business performance. solutions can be vertical or horizontal. Some examples are shown below. Financial Services Outsourcing Public Sector Manufacturing Travel Purchasing HR Sales & Marketing Customer Services Finance The BPMS delivers the right solution to enable a business to achieve its BPM goals. To find out more or request a demonstration, please contact us: Phone: + 44 (0) info@pnmsoft.com 16

17 Case Study: Amdocs Amdocs deploys 30 complex processes within 3 months Amdocs is a world leader in Telco billing and customer management solutions. The company recorded revenues of approximately $3 billion and maintained a workforce of more than 16,000 professionals in over 50 countries. "Our business challenge is working in a complex matrix organization which dictates efficiency and effective operational processes. We chose to work with Microsoft and PNMsoft in order to answer these needs. The PNMsoft platform creates transparent work processes which are independent of the organizational structure. Eyal Ben Amram, Global VP, Systems & Technology The Challenge With a strong commitment to growth, Amdocs was particularly concerned that its staff working at client sites around the world could become productive more quickly. They searched for a BPMS that could be highly customized and would support hundreds of business processes, many with hundreds of different decision points and business rules. The BPMS needed to provide high performance over a centralized server and interface to the major CRM and ERP systems that were already deployed within the organization. The following major requirements were defined: Increase operating efficiencies on the manufacturing floor and thereby reduce time-to-revenue on new projects. Reduce the significant cost of operations such as recruiting and training Manage hundreds of complex business processes Coordinate across 16,000 employees and 50 countries BPM Solution s modular and flexible approach enabled Amdocs management to rapidly set up customized automated processes and cover a wide range of organizational activities. In addition, full integration with Microsoft s desktop and Outlook meant that could be globally applied, crossing language and cultural barriers while saving on training costs. A wide range of business processes were improved including: Project Management Purchasing HR (recruitment and training) Security (new account approval) IT (SOX and Basel compliance) 17

18 The Results A BPMS solution has delivered better business performance for Amdocs: Reduced by 30% the set-up time needed to provide services to new customers enabling revenues to flow in faster The ability to complete process development in one-fifth of the time previously needed also brings major savings to the IT team The benefits of automating many standard processes, synchronizing steps between teams and creating reusable components has given Amdocs a strong boost in increasing productivity. 18

19 About PNMsoft PNMsoft leads the world in a new generation of business technology which transcends the boundaries of classical software and industry-specific models. Its flag-ship product,, is a Business Process Management suite, a flexible, dynamic solution which automates and optimises processes for some of the world s largest organisations with unmatched time-to-solution. transforms traditional business practises, saving costs on all levels, and bringing organisational efficiency to new heights. PNMsoft is a global company with headquarters in the UK and offices throughout EMEA and America. Its customers include financial services providers such as Aon, manufacturers such as Philips, IT/Consulting firms such as Atos, Energy/Utilities such as GDF SUEZ, engineering consultancies such as Atkins, and a range of banking institutions, government ministries and public sector organisations. PNMsoft has forged close ties with Microsoft and has attained Gold ISV competency. PNMsoft is a member of the Microsoft Business Process Alliance and is a 2009 Microsoft worldwide partner of the year finalist in SOA and Business Processes. PNMsoft was named a Gartner Cool Vendor in 2010, and was named on the Deloitte Fast 50 list for its growth. PNMsoft is a private company, managed by its founders and backed by global investors such as Goldrock Capital. For more information about PNMsoft BPM solutions, please contact: PNMsoft Headquarters 38 Clarendon Road Watford, Hertfordshire WD17 1JJ United Kingdom Phone: + 44 (0) info@pnmsoft.com 19