IMPLEMENTATION OF PROCESS INTELLIGENCE WITHIN CNP ASSURANCES. Madrid -April 22, 2015

Transcription

1 IMPLEMENTATION OF PROCESS INTELLIGENCE WITHIN CNP ASSURANCES MONITOR AND ANALYZE THE PERFORMANCE AND THE STRUCTURE OF BUSINESS PROCESSES WITH ARIS PROCESS PERFORMANCE MANAGER (ARIS PPM) STUDY USE : LIFE INSURANCE DEATH CLAIM PROCESS Madrid -April 22, 2015

2 CONTENTS PRESENTATION OF CNP ASSURANCES GROUP PROCESS APPROACH IN CNP ASSURANCES THE INFORMATION ARCHITECTURE OF PROCESSES INTELLIGENCE METHODOLOGIC FRAMEWORK PROCESS INTELLIGENCE IN ACTION THE PROGRAM MODERNIZATION OF EXCHANGES AND PROCESS ( DEATH CLAIM PROCESS ) DASHBOARD PROCESS RECONSTRUCTION PRINCIPLES METHOD OF ANALYSIS APPENDICES 22

3 PRESENTATION OF CNP ASSURANCES GROUP Over 160 years' experience, Owned Member of the Caisse des Dépôts Group (40%) A comprehensive product range, comprising death/disability insurance, protection insurance (term creditor and health insurance), life insurance/endowment and pension products Leading personal insurer in France: no.1 in life insurance and term creditor insurance Third largest life insurer in Europe, Sixth largest insurer in Brazil 28 million personal risk/protection policyholders worldwide and 13 million savings and pensions policyholders Major French partner networks : Targeted offers : Group contracts : Caixa Econômica Federal Life insurance, pensions, personal risk, health, term creditor insurance 2 partner networks with 21,000 contact sand sales points: La Banque Postale Caisses d Epargne + 1 in-house sales network 59% of the Group s total premium income in 2013 Individual personal risk, term creditor insurance, premium savings products 315 financial institutions Utilities and other entities that conduct mass billings 18% of the Group s total premium income in 2013 Death/disability, health insurance, pensions 4,600 companies 20,000 local authorities 100 mutual insurers 70 non-profits 23% of the Group s total premium income in 2013 Sound 2014 performance : Premium income : Net profit : Average technical reserves: 30.8bn (IFRS) 1,038m 299bn 3 3

4 PROCESS APPROACH IN CNP ASSURANCES The unpredictable and ever-changing economy forces organizations to look at the present. Processes need to be monitored and analyzed in real time to enable organizations to react more quickly to business events French organizations are convinced of the necessity to improve their processes, but only 17% of them have an BPM IT solution Processes approach is in the center of concerns for CNP ASSURANCES and its partners Each and every major processes have a process owner In a continuous improvement process, the process owner have to : Identify recurring malfunctions and eliminate unneeded or redundant tasks Automate some tasks especially those with low added values or with results error due to manual data entry or expensive in processing time Improve team productivity Ensure that process respects regulation of insurance control authorities Translate strategy into actions and synchronize the long term strategy defined by the top management with technical execution of his related processes 4

5 PROCESS APPROACH IN CNP ASSURANCES Process owner need to have a comprehensive overview of the performance of his business workflow with two perspectives : Quantitative: by objectively measuring process key performance indicators (KPIs) and he needs a controlling cockpit as a comprehensive KPIs management system Qualitative: with a complete logbook of his processes down to individual operation in a form of graphic process model CNP ASSURANCES have Business Intelligence (BI) software Traditional BI software uses for data oriented analysis By contrast, Process Intelligence (BI) focuses in the direct link between metrics/indicators on one hand and the end-to-end process causing those indicators of the other hand 5

6 PROCESS APPROACH IN CNP ASSURANCES ARIS PPM SOLUTION ARIS PPM combines the quantitative and qualitative analysis leads in term of speed, cost, quantity, risk and customer satisfaction ARIS PPM can : Reconstruct and visualize the execution of each transaction from start to finish Aggregate process view and reconstitute complex graphics with branches and junctions Extract (and combine) data from several sources for a single process Provide filtering techniques for the process model that allow removing noise Present the monitoring results in an attractive manner Handle high data volumes Use process mining model with analytical methods for an accelerated search of conspicuous activities holding great optimization potential After a proof of value (From July to November 2013), CNP has chosen ALIS PPM solution and decided to select a strategic program Modernization of Exchange and Processes for first experimentation 6

7 THE INFORMATION ARCHITECTURE OF PI METHODOLOGIC FRAMEWORK Key Step Activities Output STRATEGYPHASE Catalogue the scope of ourpi deployment by identifying all the strategic, tactical and operational processes you intend to manage Definite mission, vision and strategic goals Associate business segment objectives and processes KPIs Strategy are defined DESIGN PHASE Divide processes into sections,corresponding to a specific step of the process and the data needed in real time to characterize each state of the process at that step Ownership of a complex process involving multiple actors and activity in an asynchronous model Détermination de Kpi Identify process intelligence elements ( KPIs, CTs ) For each KPIyou need a description, an objective, an owner, a business segment, a unite of measure, a target mean value, specific limits alarm values, formula, frequency data source, measurement points, dimensions ( time, amount, agency, products ) Processesare designated IMPLEMENTATION PHASE SI CNP Embed this solution in our application architecture Interpret data SI to manage processes and allow the calculation of indicators Extract data from several source (EDD SI CNP) SI PARTNER SI CNP SI ( CNP / PARTNER ) IDD Daily data extraction EDD PPM PROCESS INTELLIGENCE PLATFORM MashZone System for process evaluation and execution of processes is implemented ARIS PPM MASHZONE Construct process instances, aggregate them and calculate KPIs and dimensions Analyze the performance RestituteKPIs in graphical dashboard Prioritize with the partner indicators to return in dashboards Validate dashboards with users, define profiles and empowerment 7

8 PROCESS INTELLIGENCE IN ACTION THE PROGRAM MODERNIZATION OF EXCHANGES AND PROCESSES ( DEATH CLAIM PROCESS ) The strategic program Modernization of Exchanges and Processes (MDE), aimed at continuous improvement of processes between one of our French major partners and CNP Assurances This project allows to have a shared folder, accessible in real time by all stakeholders and in a "win-win" between Partner and CNP Assurances and noticeable gains by both the partner, CNP Assurances and customer Before: sequential work Work list (interactive list of shares) Automatic notifications (responsiveness) Review of record in near real time (progress status of the case, the actions of all players,...) Client Agency Middle Office CNP Assistance Management business After: collaborative work Reduced payment time Beneficiary Customer Workflow Managing Notifications Agency GED Partner Automatic recognition and reading documents Dematerialization All documents (Partner and CNP) Scanning the source Reusability Spread Middle Office Management business Collective work list Automatic creation of notifications (responsiveness) Supervising the process from end-to-end CNP Management business Collective work list - Automatic creation of - business to be - transacted (reactivity) 8 8

9 PROCESS INTELLIGENCE IN ACTION DASHBOARD GENERAL OVERVIEW Graphical dashboard allows to build interactive graphical views of processes. They take KPIs generated from data out of the processing layer from real-time information ( as well as historical data ) and present it in ways that are well suited for your needs 9 9

10 PROCESS INTELLIGENCE IN ACTION DASHBOARD SUMMARY TAB 10

11 PROCESS INTELLIGENCE IN ACTION DASHBOARD COMPLIANCE TAB 11

12 PROCESS INTELLIGENCE IN ACTION DASHBOARD USER GUIDE TAB 12

13 PROCESS INTELLIGENCE IN ACTION PROCESS RECONSTRUCTION PRINCIPLES Death claim process : Complex process involving multiple actors and activities in an asynchronous model First level : Deceased insured ( deceased folder ) Second level : Beneficiary ( beneficiary folder ) Third level : Process instances ( Registration, Acceptance, Disbursement, Approval ) Beneficiary Folder 1.2 Deceased Folder 1 Beneficiary Folder 1.n Visual process model in ARIS PPM Deceased Folder Process 1 Registration Process 2 Acceptance Process 2 Disbursement Process 2 Approval Beneficiary Folder 1.2 Process 1 Registration Process 2 Acceptance Process 2 Disbursement Process 1 Registration Process 2 Acceptance Process Registration Beneficiary Folder Process 2 Approval 13

14 PROCESS INTELLIGENCE IN ACTION METHOD OF ANALYSIS Begin measuring process performance at the high level of abstraction The dashboard reveals trouble with the average cycle time between the knowledge of death insured and the end of registration in CNP Drill down into the causal elements Across over 3400 process instances, the range spans from a low of [0-35] days to a high of nearly 450 days! This indicator is not so bad, but we want to understand what is happening for the few cases that are way out of range (10 cases) To determinate the causes, select a specific indicator in the registration process : Processing delay to enter the beneficiary clause in the CNP Death claim application On other view Good Bad The distribution of process cycle time (case false). You find one of the reasons of high delay Use dimensions : Do you need to enter the beneficiary clause in the death claim application ( false) or not ( true )? 14

15 APPENDICES EXTRACT OF THE DEATH CLAIM PROCESS 15

16 APPENDICES ARIS PPM : THE STEPS OF CONSTRUCTION 16

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