Ferdigbygde BPM-løsninger: BPM via Prosessakselleratorer. Per Anders Jørgensen Bjarte Drivenes

Transcription

1 Ferdigbygde BPM-løsninger: BPM via Prosessakselleratorer Per Anders Jørgensen Bjarte Drivenes 1 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

2 The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 2 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

3 3 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

4 Utfordringen med tradisjonelle løsninger Customer Handover ( ) Contact Center CICS SAP Handover ( ) LOB 1 J2EE Handover ( ) LOB 2 MS CICS Contact Center 4 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

5 Løsning med BPM Customer Contact Center SAP J2EE LOB 1 MS CICS LOB 2 Documents 5 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

6 Løsning med BPM Customer Contact Center SAP J2EE LOB 1 MS CICS LOB 2 Documents 6 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

7 Utfordringen (II) Samarbeid mellom forretning og IT How the customer explained it How the project leader understood it How the programmer wrote it How it was documented What the customer actually needed What marketing advertised

8 Løsning: Felles verktøy for forretning og IT Prosesser som inkluderer personer, dokumenter, applikasjoner og regler Systemer Personer Regler Dokumenter

9 Oracle BPM (BPMN 2.0) Prosess-modellering og dokumentasjon Prosesseier Prosessdesign & analyse Prosess-modellering, simulering og design Forretning Prosessutvikling Analyse, innsyn, forbedringer Implementasjon og integrasjon

10 Oracle BPM Suite 11g DEMO: WYMIWYE (WHAT YOU MODEL IS WHAT YOU EXECUTE)

11 Ja. Å tegne prosesser er enkelt, men Hva med integrasjon, datamodeller, regler? Hvordan gjøre ting riktig første gang? PUBLIC CLOUDS PRIVATE CLOUDS Shared Services Infrastructure for Applications and Data SFA Marketing SVC Call Center A/R A/P SCM Financial Planning Procure Order Mgmt Partner ECommerce Website G/L Billing HFM HR 12 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

12 Oracle Process Accelerators (PAs) Oracle s investment in pre-built BPM process solutions OPAs: Pre-built (BPM) Solutions to Key Processes Out-of-the-Box Product Grade Loan Origination (Financial Services) Employee Onboarding (Horizontal ) Incident Reporting (Public Sector) Financial Reports Approval (FS). Many others, every 4 months Extensible, Pre-Integrated Dashboard-driven Social Network Oracle BPM Suite Process Composer Process Spaces ADF Mobile Designed with Customers BAM Business Processes Workflow Business Rules Case Mgt Embody Best Practices OEP SOA B2B Content Mgt 13 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

13 Oracle Process Accelerators Driven by Customer / Market Demand Financial Services Horizontal Public Sector Telecom Loan Origination Travel Request Management Incident Reporting Mobile Data Offloading (OEP) Business Account Opening Document Routing and Approval eforms Management Contract Management Financial Reports Approval Internal Service Request Licensing and Permits Customer Onboarding Credit Card Dispute Resolution Employee Onboarding Correspondence Management Insurance Claims Management Insurance Policy Underwriting Time Off Approval Application Extensions: Siebel, PeopleSoft, EBS, RightNow Available Now 14 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

14 Tre eksempler Siebel Financial Services Loan Origination Integration (FSLO) Standard applikasjoner + BPM = Sant Public Sector Incident Reporting (PSIR) Hvordan koordinere henvendelser fra publikum på tvers av etater? Travel Request Management (TRM) Demo: Hvordan bygget vi prosessen for godkjenning av reiser 15 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

15 Eks. 1: Siebel Financial Services Loan Origination (FSLO) Business Process Overview Application Capture Document Collection Identity & Background (KYC) Credit Verification Underwriting Pre- Disbursement Account Creation & Disbursement Best practice BPM-driven solution to enable end-to-end automation of the Loan Origination Process for a Financial Institution (Retail Banking) from the creation of the financial application to the disbursement of the loan amount. Strategic Goals Increase new business Reduce operational costs Enhance customer satisfaction Be more competitive in the Marketplace Build Multi-channel delivery capabilities Comply with Know Your Customer (KYC) Process Advantages Significantly cut down loan approval time Provide agility, visibility and audit capabilities Reduce use of paper based documents Manage business process as shared asset across LOB and channels Provide a consistent, personalized customer experience (CX) 16 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

16 Eks. 1: Siebel Financial Services Loan Origination (FSLO) Standard applikasjoner + BPM = Sant BPM sin rolle: Front Office FS Loan Origination Middle Office Back Office Loan Approval Human Tasks: ID Verification, Underwriting External Services: Credit Rating, Background Checks CORE BANKING System Integration: Core Banking, Contracts, etc. Loan Origination Process Accelerator 17 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

17 Eks. 2: Public Sector Incident Reporting (PSIR) Business Process Overview Report Incident Review Incident Assign & Notify Responders Correlate Other Incidents Escalate Incident Notify Authorities Extract to NIEM Oracle BPM process driven solution for Incident Reporting for Public Sector organizations. Enables reporting by citizen or officer, resolution by PS Case Team, and process improvement. Strategic Goals Enable Mobile, Web, and internal reporting Automate action routing based on incident data Relate similar incidents (rules-based and manual) Identify responders based on geo mapping and role Match with Social Network activity* Process Advantages Efficiency driven by Rules based prioritization & SMS notification for 24x7 immediate response Individual status reports & automated warnings Agility, visibility, and auditing capabilities driven by both an Operational and a Tactical dashboard. 18 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

18 Eks. 2: Public Sector Incident Reporting (PSIR) Mobile access Social activity analysis Endeca* Action Officer Case Worker Witness Incident Report Incident Mobile or Portal Rule based evaluation Serial Activity? Dispatch Responders Case Manager Escalation Case Team collaborates to resolution Balance Process, Resource & Cost Performance Citizen Identify new case trends with RTD* Refine Alerts Case Manager Refine Automation and Approvals Post-Incident Analysis & Recommendations B2B / NIEM Export Close Case * RTD & Endeca are under consideration for future release 19 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

19 Eks. 3: Travel Request Management (TRM) Business Process Overview Submit Travel Request Review & Disposition Rules Driven Management Review Final Disposition Notification Best practice BPM-driven solution to enable end-to-end automation of the Travel Request & Approval process, from initial submission to final disposition and notification. Strategic Goals Improve operational efficiencies Reduce costs Process Advantages Replace undependable process Automated notification Approve multiple requests with a single action Easily track late responses Analyze travel patterns 20 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

20 Demo: Hvordan bygget vi prosessen for godkjenning av reiser Apps Integration User Interfaces (Business and Admin) Business Rules KPI-driven Analytics BI+BAM Dashboards Mobile Interaction BPMN Process Models Business Objects Table-driven Extensibility 21 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

21 Oppsummering 22 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

22 BPM PA er bærere av Oracle DNA et Kunnskap om applikasjoner og industriløsninger Det beste fra Apps og BPM Bransjeløsninger og generelle løsninger Produksjonsklare løsninger (ikke bare en demo ) Fleksibelt rammeverk m/komponenter PA Metodikk (dokumentasjon, målinger, opplæring, etc) 23 Copyright 2013, Oracle and/or its affiliates. All rights reserved.

23 Ferdigbygde BPM-løsninger: BPM via Prosessakselleratorer Per Anders Jørgensen Bjarte Drivenes