query and workflow management project 5 th october 2009
TRANSCRIPT
Query and Workflow Management Query and Workflow Management Project Project
55thth October 2009 October 2009
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Dave Addison Project Manager
Michelle Fergusson Project Officer
Dave Ackers Customer Data Services Manager
Emma Lyndon Customer Data Services Officer
Welcome & Introductions
Welcome to the Query and Workflow Management Project awareness seminar.
Thank you for attending. We hope that you find it informative and that you are able to share a customer perspective with us during this afternoon
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AGENDA
Aims & Objectives
ConQuest - History / Background ConQuest – new for old Project Approach Impacts and benefits
Requirements Gathering
Summary
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Before we start….
Fire Alarm – no planned test expected today
Coffee break around 14.00
Aim to finish around 15.30
Copies of the presentation will be sent out
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Aims & Objectives
AIMS Extend the awareness of the Q&WF Management Project Explain scope of the Project Engage with you at an early stage
OBJECTIVES We will communicate the aims of this forum We will tell you what we currently know Jointly we will stimulate thoughts and generate input You will be better informed We will have answered your questions You can share this session with interested parties We will discuss and agree engagement principles and approach
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Principles of the Project
We have immediate drivers Provide a stable system for Query Management Ensure Continuity of Service
We are seeking to minimise changes to external users But… there will be some change There may be some changes from you that we can incorporate
Primary objective Providing a functional Query Management Service to Users
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Terms of Engagement
Terms of Engagement External User Group Forum
Communication on Progress Business Forum to highlight and discuss Impacts
Approval of Change UKLink Committee (Technical)
Communication xoserve.com / email / operational meetings / Shipper eNews Interim Updates
Meetings Venue / Frequency Updates to other Established Forum?
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ConQuest - History & Background
ConQuest was a ‘state of the art’ workflow management tool back in 2001/02.
It replaced its fore-runner the Query Management System (QMS) - predominantly paper based
It was modified during 2003 when MOD565 was introduced
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ConQuest - History & Background
Circa 1m Contacts sent in by Shippers since 2001*
A further 1m Contacts added from other sources*
The User Group has grown to circa 5370*
It has served us well for 8 years – time to retire it
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Current User Group
Total number of active users in ConQuest database – 5370
Total who have not accessed system for >6 months – 4434
Conquest Users that only use the system to search and view queries are deemed inactive.
System activity is denoted by either logging a query or responding to an outstanding request for information/action.
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Housekeeping Procedure
We currently manage a ConQuest Housekeeping Exercise on a bi-monthly basis
A list of any ConQuest users who have not raised a query within the last six months is produced.
The list is issued to our shipper contacts, asking for it to be reviewed and then each shipper to advise of accounts that are either still required or that can be deleted.
This process is essential to help manage system integrity and also to ensure we have an accurate user base.
ConQuest Housekeeping will need to continue until the Q&WFM Project implements. Your continued help and support with this initiative is appreciated.
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Volume vs Medium
Received c250k queries (Aug08-Jul09) Majority of these are raised through 13 Operational Query Codes
These have been received by the following mediums: July 49% Web 51% EFT August 53% Web 47% EFT September 45% Web 55% EFT
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ConQuest – new for old
ConQuest is operating on outdated technology
Higher incidence of failure
Limited ability to change the existing system
xoserve is looking for optimisation but the primary aim is to provide a stable platform and maintain delivery of service
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Criteria for change
The new system should…
be easy to maintain
maximise tool capability for business benefit
be easier to change
be scalable to accommodate additional business processes
be User friendly
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What is replacing ConQuest?
Business Process Management Suite (BPMS) It is more than just a workflow
What are Business Process Management suites? BPMS Systems are the most comprehensive and evolved type of
business management technology It provides an environment to more fully support the whole process
lifecycle & identify the impacts of change. Processes can be readily changed often reducing development
timescales It includes business process analysis tools, business process
modelling tools, workflow and others
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Why did we choose BPMS?
Five reasons for choosing BPMS
Simplification Efficiency Compliance & Control Agility Continuous improvement
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Why did we choose BPMS?
BPMS has been chosen as the strategic solution to replace ConQuest for query and workflow management as it: -
Is a recognised contemporary solution for workflow related processes
Provides process analysis and simulation tools Provides better integration between business, systems and
processes Links with other systems to support automation Better interface with business through process modelling
Scalable solution Offers capability that will support additional non ConQuest processes
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Project Principles
The principles being applied are that…
we will seek to minimise change to external Users
changes identified will be communicated
there will be consequential improvements in the way we do things
efficiencies will be identified and adopted
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Modelling and Simulation
Discover Model
Identifies where changes to processes add / reduce value eg. cost / effort reduction
Facilitates process improvement & assessment of potential change eg. reduced analysis, quantify benefits, eliminate non beneficial changes
More ‘inclusive change cycle’. Increased User involvement in requirements, analysis and design
Provides platform for standard process definition
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Implementation and Execution
Deploy
Greater system integration capability Auto generation of code reduces development lifecycle for technical changes Reduces bespoke code Definition of parameterised business rules facilities future change Definition of ‘services’ required to enable cross process re-use
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Monitor and Optimise
Monitor
OptimiseAnd
Manage
Measurement highlights ‘pain points’ and where change needs to be focused ‘Real time’ measurement of business processes Shows what is really taking place vs what is believed to be taking place Enables continuous process improvement applied through modelling &
simulation
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Indicative Project Timeline
Activities to date
Project – Delivery Stage Start – Oct’09
2 Phases: - Phase 1 – ConQuest Processes Phase 2 – Other xoserve processes with workflow characteristics that
integrate with other parties
Each phase runs concurrently
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Indicative Milestone Dates
Project Start (Oct’09)
Modelling & Design (Oct’09 – Mar’10)
Phase 1 Dev’t (Apr’10-Aug’10)
Shipper Testing (Aug’10)
Oct’09
Ph 1 Implementation (Sep’10)
Phase 2 Dev’t (Sep’10 – Jan’11)
Ph 2 Implementation (Jan’11)
Project Completion (Mar’11)
Mar’11
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Impacts - Interface
Web User Interface The IP Address WILL change
Planned to replicate ConQuest screens
If there are consequential changes, we’ll discuss them with you
File Interface Planned to retain formats
Data modelling might identify changes, we’ll discuss them with you
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Impacts – Access Controls
Security Requirements Browser based solution. As now, access limited to own
data.
Password management (in line with IAD) Amendment of password every 30 days Password format convention Ability to reset password Time out
Management of User accounts Inactive accounts locked after [3] months
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Benefits
Increased system resilience
Ability to incorporate industry changes
Increased responsiveness to change
Consequential Improvement in system response times
Increased process efficiency? Data and Process Modelling Business Analysis and Review to Identify Efficiencies
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Initiatives – An Example - Contact Creation Templates
Background
Standardised Contact Explanations were issued for all query codes in September 2009.
The standardising of the text was introduced following an internal review that identified that contact explanations varied considerably, often with essential information missing, required to resolve the query.
Benefits
The standardised text will ensure that all details are provided first time Will reduce the rejection/data clarification rate due to incomplete details. A
reduction of 50% was seen with the introduction of the CDQ/RFA templates Will speed up the resolution of each query The standardised text will mean that those who submit queries don’t have to think
about how to articulate each variety of query
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Possible Initiatives
Standard Creation Templates
With the introduction of BPMS we are looking to create standard templates for use when logging a query
We envisage drop down menu’s will be available for each query code where you can select contact explanation templates, reducing manual data entry.
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Initiatives – Contact Creation Templates
The Good…… Alternative Address fields fully completed
Standardised text is used
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Initiatives – Contact Creation Templates
The Bad…… Alternative Address fields not used
Partial Address in Contact Explanation
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Requirements Gathering
Propose a group discussion…
Capture as: Cosmetic Functional Non-Functional
Record: Consensus change Benefits only a selected User Group
Timescales Short / Medium / Long Term
Lead Proposer Any clarifications
Document, Assess and Replay at the next meeting
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Some of your Ideas offered….
Improve response times This relates to the time lapse between key depression and screen refresh
Auto populate the address Instead of the User having to manually complete the address held on UK-Link it would be good if this was pre-filled
Provide on-line help This could be in the form of a link to a User Guide or pop-up windows (as you hover over a field) that give useful Hints & Tips
Reduce the number of ‘page turning’ to get to where you want to go
Provide a menu page that gives Users the ability to navigate more directly to desired page
Integration with other xoserve Systems
Live validation of data against source systems
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Conclusion
Did we meet our Aims & Objectives?
AIMS Extend the awareness of the Q&WF Management Project Explain scope of the Project Engage with you at an early stage
OBJECTIVES We will Communicate the aims of this forum We will tell you what we currently know Jointly we will stimulate thoughts and generate input You will be better informed We will have answered your questions You can share this session with interested parties We will discuss and agree engagement principles and approach