Business Process Automation

Transcription

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 Justin Howard, MD EMEA, Appian Bart De Wulf, Business Consultant

2 Agenda Welkom Business Process Automation: wat en waarom Gevalstudie en demo Business Process Automation: hoe Conclusies Vraag & antwoord Een natje en een droogje, Demo-stand 2

3 the company Vision: We assist organizations to reach their objectives through Business Process Management and Business Process Automation QFOR Label (since 2004) Facts & Figures Founded 2000 Staff 25 Customers +70 Privately-held, financially strong Values Professionalism, Openness, Initiative, Enthusiasm Offerings Business Process Management (BPM) Consulting, Coaching, Training & Project Mgt Business Process Automation (BPA) Strong Partnerships XEPOS Renowned Clients 3

4 Agenda Welkom Business Process Automation: wat en waarom Gevalstudie en demo Business Process Automation: hoe Conclusies Vraag & antwoord Een natje en een droogje, Demo boot 5

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 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

6 Business stakeholders have different needs and expectations Process Manager Effectively design & automate the process, resulting in improved process management. Enable flexible adaptation to change (agility) Improvements can be implemented quickly in the supporting technology Processes are enforced through the technology Process Metrics (KPI s) for continuous improvement Process Participants 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 Balance the workload based on feedback Is the business process executed as decided? 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? 7

7 Technology to support the Process Manager Process Manager Effectively design & automate the process, resulting in improved process management. Enable flexible adaptation to change (agility) Improvements can be implemented quickly in the supporting technology Processes are enforced through the technology Process Metrics (KPI s) for continuous improvement Process Modelling Tool Proces mapping Process documentation Simulation Workflow tool Process automation through configuration Business Rules engine Workflow independent definition of policies and business rules Reporting tool Document management Archive documents Embed in processes Process Manager 8

8 Technology to support the Business Manager Portal Publish process tasks, listings, reports & documents User rights Workflow management Task list Escalated tasks Reporting & BAM Performance metrics Workload balancing (capacity management) 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 Balance the workload based on feedback Is the business process executed as decided? Business Manager 9

9 Technology to support the Process Participants Portal Publish process tasks, listings, reports & documents User rights Workflow management Task lists Notifications Escalations Reporting Personal analytics Process Participants Process Participant 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? 10

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 business rules Reporting tool Document management Archive documents Embed in processes Process Manager Portal Publish process tasks, listings, reports & documents User rights Workflow management Task list Escalated tasks Reporting & BAM Performance metrics Workload balancing (capacity management) Business Manager Portal Publish process tasks, listings, reports & documents User rights Workflow management Task lists Notifications Escalations Reporting Personal analytics Process Participant BPM Suites include different technologies in 1 integrated solution. 11

11 BPM Suites contain all BPA components needed to respond to the business user needs Document Management Dashboards & BAM Business Rules engine Portal & User Interface Workflow BPMS Integration 12

12 BPM Suites are a new generation of BPA tools Doc. Mgt. Workflow BPM Suite Portal 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 CRM Applications Other Applications (HR, planning & logistics, ) Legacy BPM Suites are generic and integrated BPA solutions loosely coupled with applications and legacy systems 13

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

14 Leading BPMS solutions Magic Quadrant for Business Process Management Suites 18 February

15 Agenda Welkom Business Process Automation: wat en waarom Gevalstudie en demo Customer Case presented by Justin Howard, MD EMEA, APPIAN Business Process Automation: hoe Conclusies Vraag & antwoord Een natje en een droogje, Demo boot 16

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

18 How we do it: Think Big, Start Small, Scale Fast A unique combination of DELIVERY APPROACH and TECHNOLOGY > VISION & BUSINESS CASE Think Big > EARLY PROTOTYPING Start Small > FAST DEPLOYMENT & SHORT INNOVATION CYCLES Scale Fast 19

19 We assist you from concept to finish BPA Concept Factory Business & IT Vision Selection of your BPA Solution BPM Suite Automation of your processes Process-by-process 20

20 Concept Factory Decide on BPA based on BPA Vision, Business Case & POC Business Architecture Proof of Concept IT Architecture Business Case Vision Workshop 21

21 Package Selection Select the most suitable BPM Suite using a structured approach Create shortlist Score the shortlisted solutions Define scope & requirements Scenariobased demo Selection based on scoring Process Analyst Key Users Process Analyst Key Users BPMS expert Process Analyst Key Users Process Analyst Users BPMS expert Management Process Analyst Key Users 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. 22

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 Analyst Key Users Process Designer IT Engineer (SOA/EAI) IT Engineer ( Process Analyst Key users Business consultant Installation consultant Users Project Management Change Management 1 to 3 months 23

23 BPM lifecycle BPA enables short process improvement cycles Vision & Strategy Improve & Design Develop & Implement Execute & Control 1 to 3 months 24

24 Model-driven approach Collaboration Business & IT is crucial for success Model-driven design & development, based on Common language: BPMN & Common design & development platform: BPM Suite 25

25 Model-driven approach Design & development objectives Business Processes: Flexibility & Speed Productivity Governance Visibility / Metrics Process Control Business Process Model Predefined processes and process patterns Workflow Model (BPMN) IT Services: Flexibility & speed Cost (IT spent) Quality Availability Maximum Reuse Governance IT Integration Pre-tested, operational IT services 26

26 Configuration & Development Separation of Business configuration & IT development Business Retains Control of Order of Tasks Assignment of Responsibility Groups, Roles, Skills Deadlines Alerts, Reminders, Escalations Addition of Manual Tasks User Interface Business Process Model Workflow Model (BPMN) IT Retains Control of Computational Logic Data Representations Scalability / Performance Interoperability Master Data Management IT Integration 27

27 The organisational impact of BPA Business and IT Collaboration? End-Users Use resulting Applications created by Business and IT Collaborate to execute daily work Provide feedback to Business Analysts for Application improvements Applications HR App Finance App More Apps Business / Process Analysts Capture Process Documentation and Requirements Orchestrate Services and People into logical BPM Application Communicate requirements for new services to IT Track process performance and identify areas for improvement IT Services IT Developers Create libraries of re-usable IT Services Abstract data sources into consumable data types Manage Servers and Change Mgmt 28

28 BPM + SOA + BPA Ultimate goal: organisation dedicated to process excellence Process Governance Model-based collaboration SOA Governance Design Processes Business Experts IT Architecture Manage Business Rules UI Designer Integration Architects IT Engineers (IT services) 29

29 The steps that are typically taken Step 0 NEED Business Process Improvement program Awareness: BPA is a CSF to make BPI projects successful Step 1 Concept Factory Go/No Go for BPA Step 2 Iterative BPA deployment: process by process Concept Factory Processes for iterative implementation Case 1 Case 2 Internal Complaints Onboarding - 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 * Support processes (requests, like holidays) 30

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 Improve process management by providing data, reports and dashboards BPA tools are supporting the process actors realising their business objectives. 32

32 BPA generates IT-benefits Generic BPA solution applicable in several business domains / IT applications (ERP, CRM, HR, ) Ease and rapidness to build and adapt workflows without indepth IT skills IT Value Complementary to existing applications (workflow management tool can be combined with your existing applications) Easy to integrate with existing applications BPMS tools can be complementary to your existing applications providing workflow, document management, reporting & portal functionality. 33

34 Q & A 35

35 Agenda Welkom Business Process Automation: wat en waarom Gevalstudie en demo Business Process Automation: hoe Conclusies Vraag & antwoord Een natje en een droogje, Demo-stand 36

36 We nodigen u uit op......een natje en een droogje......en een bezoek aan onze demo-stand! Niet vergeten: evaluatieformulier invullen! 37