Business process Management

One97-Paytm

Dissertation Project

Under the Guidance of

Prof. D.P Goyal

Dhrubaji Mandal 13PT1-16

Introduction to Business Processes

BPM is a way of looking at and then controlling the processes that are present in an organization. It is an effective methodology to use in times of crisis to make certain that the processes are efficient and effective, as this will result in a better and more cost efficient organization

informationTechnology

Business

Value

ProcessChange Yields

Yields

Need For BPM

Today’s manager is considered as a knowledge worker, who should have the skills like

Strategic thinking: the ability to see the big picture and understand how your organization works as a whole.

Information Literacy: the ability to determine what information is needed, where to find it, and how to use it.

Communication and collaboration: the ability to function as an effective part of a project team where you understand your role as well as the role of others.

Thus, We need to have a thorough understanding of both the fundamental business processes that organizations use to do their work and the role of ICT plays in supporting these processes

What BPM do

BPM Refers to improving/redesigning the business processes; it consists of

Capturing and understanding of the business processes

Mapping of the business processes

Analysing the existing processes (As-is)

Thinking new/modified processes(Could-be)

Designing the new processes(To-be)

Integrating and implementing the new processes

Managing change

BPM life cycle

Business process management activities can be grouped into five categories

Design

Modeling

Execution

Monitoring

Optimization

Process Design encompasses both the identification of existing processes and the design of "to-be" processes.

Modeling : Modeling takes the theoretical design and introduces combinations of variables, It also involves running "what-if analysis" on the processes:

Execution : Instances of the process are launched and interacted with by the end users.

Monitoring : Monitoring encompasses the tracking of individual processes, so that information on their state can be easily seen, and statistics on the performance of one or more processes can be provided

Optimization : Process optimization includes retrieving process performance information from modeling or monitoring phase; identifying the potential or actual bottlenecks and the potential opportunities for cost savings or other improvements; and then, applying those enhancements in the design of the process. Overall, this creates greater business value.

Critical Success Factors for BPM Implementation

1. Strategy

2. People

3. Optimization and Process

4. Management

5. Project Management

6. Process Architecture

7. IT Architecture

8. Standards and Measurements

1. Strategy Strategy required two approaches. Firstly, there needs to be to be a clear link between the corporate strategy and the company’s core processes. And secondly, whenever the corporate strategy is altered, the required process changes need to be reviewed

. 2. People The people in BPM context refers to the individuals and groups who continually enhance and apply their process related expertise and knowledge

3. Optimization and Process Management Optimization and process management focus on the management and improvement of cross functional processes. This involves continues monitoring, evaluation, measurement (e.g. cost, quality, time) and process innovation

4. Project Management Lack of suitable project management is one of the important problems that organizations are faced during the BPM implementation. It is the discipline of planning, Organizing, securing and managing resources to bring about the successful completion of specific engineering project goals and objectives

IT ArchitectureThe IT architecture is an organized set of consensus decisions on policies & principles, services & common solutions, standards & guidelines as well as specific vendor products used by IT providers both inside and outside the Information Technology Branch (ITB).

Standards and MeasurementsPerformance measure refers to measurements of the processes, project and people performance. The processes performance should be measure correctly to compare them with the goals and benchmarks and choose the suitable process for change in addition of assessment of the improvement.

As project manager, One must continuously monitor and control business process improvement projects. the amount of time required to actually manage the project to ensure a successful conclusion

However the 6 phases of managing process Improvement initiatives that should taken under consideration are

1. Project Team Kick-Off Meeting2. Understand the Project Need3. Analyze the Current Business Process4. Redesign of the Business Process5. Presentation to Executives6. Implement the Redesigned Process

Project Team Kick-Off Meeting Before the project even launches, hold a meeting with the entire project team. If the team is not Co-located, I’d highly recommend making the case to get the team together face-to-face for at least a day. If possible, ask the project sponsor and other key stakeholders to participate

Understand the Project Need

Most particularly in this initial phase, project managers often find it challenging to identify who will be effected by the project.

In this initial phase of the project we are Developing an initial description of the problem to be solved , Identifying your stakeholders, Identifying the full project team , Determining Project Goal Etc

Analyze the Current Business Process

This phase focuses on looking closely at the current process that is to be changed. Gather Information on the current (“as is”) process through a variety of ways . Which will enable us to see where the gaps are and where Improvement opportunities exist. You’ll also determine the root cause of the problem.

Redesign of the Business ProcessIn practice research and on developing a redesign of the business process Stakeholder input is absolutely essential at this point. Not just from the management/executive level, but those individuals who are actually using the process or will need to do so .

Presentation to ExecutivesWhen presenting your “to be” option for go/no go decision to the executive stakeholders, be sure to be prepared to discuss: Be prepared to present a detailed plan for implementation and roll out of the new process, along With plans for evaluating its success and measuring it against the established criteria.

Implement the Redesigned ProcessImplementing the redesigned process, includes finalizing the “to be” process your team designed based on any feedback and final decisions from the executive stakeholders

Implementation Issues

user resistance to change is the biggest managerial issue, and all of the usual change management techniques should be used to reduce this. Involving users in the design of the process and modeling of changes is likely to improve acceptance.

Lack of understanding or knowledge of BPM has been highlighted as an impediment and is more likely to apply to senior management and LOB management than to users.

Another common theme from previous reports is “Underestimating the time to map and agree processes”.

In many organizations, documented work instructions and actual working practices seldom match, and the prospect of encapsulating the process heightens these differences.

By its nature, BPM is likely to involve interfaces to other systems, whether they are scan and capture systems or core enterprise systems. Transaction-centric processes might be expected to present greater difficulties in this area than document-centric ones

The Agile methodology

The Agile methodology favors the need for flexibility and adaptability of the organization

It allows business and IT to work together on design in terms of desired processes which could result in a quick quality solution,

It helps customers to achieve dramatic business results by accelerating time-to-market

Other benefits of Leveraging this methodology include cost savings, risk reduction, and greater customer satisfaction by promoting a focus on customer needs

There are several methods under the agile framework, some methods focus on project management and collaboration practices, while others focus on software development practices. Scrum is one good example of the first kind

Methods under the agile framework

Scrum is a discipline used to manage project and to stimulate collaboration using iterative, incremental practices. Within the Scrum discipline, a series of iterations are used as basic units in the project. In the end of one iteration, a working piece of software will be delivered and can be tested, which generally results in a BPMS implementation that one iteration

Team In an Agile project, the teams are cross-functional The customers (business) usually will join the development team, they normally take responsibility to form the requirements of functionalities and to test the deliverable within iteration without to taking the existing corporate

Iterations : Agile methodology promotes adaptive planning a BPMS implementation project who applied Agile methodology, has often minimal planning. Although iterations are typically short, a full software development cycle is fulfilled during one iteration, including planning, analysis, design, coding, testing.

About Company One97 Communications Limited is India's leading Mobile Value Added Service Company. founded in 2000 by Indian entrepreneur Vijay Shekhar Sharma , an Indian businessman who is also the founder of Pay tm.

One97's Innovative mobile content, messaging, commerce services and made-to-order network applications offer new revenue streams to telecom operators. Working closely with service providers and enterprises, it offers customer lifecycle management and mobile marketing to enhance their profitability. Championing speed of delivery, One97 thrives on its widely deployed telecom applications service platform to deliver scalable, flexible and customized services.

Also the company has recently launched the product by the name PAY tm (pay through mobile) which has been established as a brand in very short time

Headquartered in New Delhi,One97 is more than 2900 people strong with regional offices in Mumbai, Pune, Chennai, Bangalore and Kolkata with global presence in Africa, Europe, Middle East and Southeast Asia. We are backed by marquee investors like Ant Financial (Alipay), SAIF Partners, Sapphire Venture and Silicon Valley Bank

Objective of the analysis

The objective of the analysis is to understand the existing system of One97 -Paytm and Identify improvements that would lead to business compliance.

Based on the improvements identified one97 Paytm team will make modifications to their process and internal systems to ensure compliance at optimal costs to the company.

The project team will prepare a System Requirements Specification which will then be further used by the Design team to complete the modifications required.

Scope of Analysis

To understand the mission, goals, and strategies of the organization and need for BPM

To analyses the business processes of the organization

To map the AS-IS business processes To propose TO-BE business processes

To assess the feasibility of the proposed business processes

One97 –Paytm As-Is System

Study Process

This paper describes only one process, namely Customer Registration ofDepartment Customer & Billing of One97 (Pay tm), which is one of the key processes of the BPMS implementation project.

The project is initialed with , aimed at analyzing and optimizing processes for More manageable processes

During the project, a process team is created. These process team members are the key users of the BPMS.

During the project implementation phase, if the current activity or process must be adjusted, the process team members are those that describe, request and test the changes.

. When the project is completed, they are able to support and train end-users.

As is – Billing process

summarizes the issues of the As –is Situation

Business

High labor cost to execute activity Inconsistency of work quality between workers Inaccurate prediction of work completion Difficult to give status reports Failure to effectively manage process and performance Informal tasks and communication (lots of paper and email) Incomplete or inaccurate data flow between systems Insufficient understanding of the performance of the process

IT Frequent change requests to deal with exceptions in the processFrustration about the constant changes in business requirementsPress to shorten the development cycle It is not possible to keep the speed of change

To-Be (desired situation)

Benefit of New (To –be ) process

Automatically routes and prioritizes work

Helps and guides users in making decisions Provides a standardizing of solving problems Automates some activities

Offers real-time visibility and control of processes .

What's New Before BPMS After BPMS

Only Focus on Implementation of Task with in Department

Focus on result and creation of customer value

Process are insufficiently standard and implemented differently by region

Focus on result and creation of customer value

Implementation based on Function and Task –oriented which allow overlapping of work

Implementation based on roles rather than function for effective deployment of resources and competences.

Improvement Initiatives Mostly Invested Locally (No Centrally)

Bottom-Up enhancement are Centrally Integrated

Customer Focus

Process of the Organization

Clear roles and Responsibilities

Focus on core Process

Before and After BPMS Comparison

Project outcomes

 Reduced delivery schedules Automation of process or redesign of process can lead to less time to complete a process which generates significant cost savings in terms of optimized resource utilization. By shorting cycle time, it also increases productivity, with the same time and the same resources, more instancescan be completed with BPMS. The following table indicates the improvement BPMS has achieved for Customer Registration Process: Process before BPMS : 240 secondsProcess with BPMS : 90 secondsDifference : 150 seconds (1 call)

It has resulted in a reduction of calls between front office and back office which obviously increases the satisfaction of customers for faster handling

Conclusion

The ultimate purpose of BPMS is to help a business organization to improve and optimize the process in cost, time, and quality. Furthermore, with BPMS, One97 Communication (Pay tm) is no longer running behind the facts. BPMS provides a real-time and historical insight to all processes within One97 (Pay tm). How the departments and processes are actually functioning can easily be monitored by BPMS

The Agile methodology is therefore considered to be successful suiting the business and IT needs of Business Process Management System implementation project for One97 (pay tm ) core process Customer Registration.

Nevertheless, the project demonstrates some weaknesses of agile methodology in a BPMS implementation project. One vital weakness indicates that an accurate planning is hard to achieve due to a true nature of short iterations and the adaptive planning characteristic of the methodology. Recommendation towards this issue might be a precise and careful analysis Prior to iterations in the project initiation phase.

References https://en.wikipedia.org/wiki/Business_process_management

http://one97.com/about-one97

https://paytm.com/

http://www.visual-paradigm.com/tutorials/as-is-to-be-business-process.jsp

http://www.nesscomp.com/learn-about-bpm/bpm-project-example/