Achieving business differentiation by using BPM technology

Adi Hofstein: Co-founder and VP Business Development, PNMsoftPaul Saggar: Director Technology Product Development, HRGJon Simpson: Lead Architect, HRG

PNMsoft – The company • Founded in 1996.

• Headquarters in UK, Offices and Partners worldwide

• SEQUENCE: Leading BPM and Workflow product

• Global Enterprise Customer base with millions of users!

• Deloitte Fast 50 company in 2009 (over 300% growth).

• Tier 1 Microsoft Partner

• Microsoft SOA & BPM Global Partner of the year Finalist 2009

• Deep collaboration and R&D with Microsoft product teams.

• Content, Solutions and Frame works

• Trusted Lifecycle Deployment Partner with dedicated Account and

Technical Managers

What is a BPM Suite?Model

Execute

Monitor

Optimise

Case Study

Founded 1845Corporate travel expertise Over 60 yearsWorldwide network turnover Over $16 billion USDOwned or controlled operations 25 Key Driver/Growth MarketsGlobal reach Over 120 countriesStaff worldwide Over 12,000Hogg Robinson Group launched as HRG April 2006

HRG Overview

We are proud to be associated with all of our clients, some of which include …

HRG is proud to service

approx. 30% of the FTSE 100

and a significant proportion of

the Fortune 500.

Over 250 clients use HRG in

more than one country. Over

100 of these are serviced

across more than five

countries.

The Company has

experienced a retention rate

of approx. 90% for each of the

last five years.

HRG handles approx. 20% of

UK business travel.

Corporate vs. Leisure Travel

• Leisure Travel• Holidays, visiting family, exploration...• Planned & booked in advance• Simple trips – flight & hotel• Paid for personally

• Corporate Travel• Business, meetings, events, conferences, training...• Usually last minute and change often • Complex trips – multiple flights, parking, visa, hotel, car...• Paid for by your employer

Corporate Travel Facts

• Approx 25% of all flights are business related• 831 million passengers travelled on an international flight• 1249 million passengers flew within their own country

• 3rd Largest expense in most large companies• Most valuable employees are business travellers

• Most don’t book their own travel

Figures provided by IATA (2007)

Industry Overview

The entire Travel Industry relies onGlobal Distribution Systems

The GDS Network

GDS

Hotel

Agent

car

Airline

Global Distribution Systems (GDS)

• Created in the 1960’s by airlines• 3 Major Players – Sabre, Amadeus & Travelport• Used by most travel agents and websites• Built on “Transaction Processing Framework (TPF)”

• Reliable• High volume• High throughput

• Expensive & difficult to maintain• Limited functionality for today

Corporate Travel Overview

• Many different servicesAir, hotel, car, rail, parking, Eurostar, chauffeur, passport, visa etc.

• 3rd Largest expense in most companiesNeeds controlling and managing

• Most valuable people are usually business travellersDon’t always want to book themselves and may need help

• Not the same as leisure travelCorporate policy, deals, security, insurance etc.

Role of Technology at HRG

Quality and Process control

Delivery of internal Point of Sale Systems

Infrastructure

Client facing technology

The ‘End to End’ to challenge?

PRE-TRIP APPROVAL /

REQUISITION

BOOKING

TRAVELEXPENSES

REPORTING

SOA & BPM adoption in HRG

Architecture •Introduced EAI, SOA and BPM technologies and strategies

Existing assets •Started small, harnessing value from existing assets

•Introduced business process modelling to benefit from process automation

New services

•Introduced new services to evolve and enhance existing business processes

Human Workflow •Manage complex user activity through human workflow

Architecture •Introduced EAI, SOA and BPM technologies and strategies

• Visual Studio 2008 and .NET 3.5• Services developed using WCF• Business logic and rules in C# and Visual Basic

• BizTalk Server 2006/2009• Enterprise Application Integration through Adapters to a

variety of applications• BPM using BizTalk orchestration designer

• SQL Server 2005/2008• Transaction stores and data warehouse• Business activity tracking

• SEQUENCE (PNMsoft)• Human workflow integration• Workflow monitor, reporting and tracking

Use WCF to expose existing assets as services

• Shared databases containing reference data (airports, cities, exchange rates)

• An existing application containing client and user data

• A hotel booking application• A partner Expense Management

System• A legacy document production and

archiving system (PDF documents)

Existing assets •Started small, harnessing value from existing assets

Use BizTalk Server to expose 3rd party assets as services

• Travel Content providers• GDS (Global Distribution Systems)• Direct connects, low cost airlines• Weather, location information

• Service providers• Fax, SMS, Telephony• Mapping

• Client Systems• ERP, CRM

Existing assets •Started small, harnessing value from existing assets

BPM •Introduced business process modelling to benefit from process automation

• Add independent services (not tied to any single application) to be shared across applications

• Benefit from centralised configuration• Example - HRG Policy Engine Service

• Dynamically calculate policy breaches on travel bookings

• Service Independent of booking source (HRG or 3rd party) or application

• Can be applied real-time at point of sale or offline where HRG is not responsible for the booking

Existing assets •Introduced new services to evolve and enhance existing business processes

Existing assets •Introduced new services to evolve and enhance existing business processes

Policy Configuration Wizard Example (UI to configure the service behaviour)

Existing assets •Introduce new services to evolve and enhance existing business processes

Reusing the policy service in multiple products

• Human input necessary but unreliable and unpredictable

• Treat the user as “just another service”• Use familiar input and communication mechanisms

• Mobile technology• Microsoft Outlook• Web interfaces

• Assign tasks based upon user roles and availability• React to “out of office” replies and auto-delegate

based upon availability and current workload

Existing assets •Manage distributed user activity through human workflow

Connecting complex end-to-end processes with Human Workflow

HRG TripPASS

Quality Control

Travel approval

emailTravel

approver (approves or

declines)

Confirmation email to traveller

Book Travel

Booking updated

1.

2.

3.

4.

5.

6.

The Approval Process

New products from existing assetsHRG TripPASS™

Email generated using document service

Approval workflow and approver determined using PNMsoft SEQUENCE

Trip information from the Lifespan Transaction Service

Policy breaches determined within the policy engine service

Performance and tracking within PNMsoft SEQUENCE

Realised benefits of BPM and SOA at HRG

• Re-use services, composite services and business process across the business• Reduced maintenance costs• Centralised control

• Consistency and efficiency• No duplication of effort to deliver consistent behaviour

• Visibility of process progress and history spanning both people and systems

• Deliver new products and services from existing assets

Thank you

We offer a 4 hours workshop to identify the potential ROI you can get from BPM

• Adi Hofstein: adih@pnmsoft.com• Paul Saggar: paul.saggar@hrgworldwide.com• Jon Simpson: jon.simpson@hrgworldwide.com