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The Path to Business Transformation Though Business Process Management Suites (BPMS) The Path to Business Transformation Though Business Process Management Suites (BPMS) Dr. Setrag Khoshafian Vice President of Product Marketing and BPM Technology Pegasystems Inc.

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The Path to Business Transformation Though Business Process Management Suites (BPMS)The Path to Business Transformation Though Business Process Management Suites (BPMS)

Dr. Setrag KhoshafianVice President of Product Marketing and BPM TechnologyPegasystems Inc.

2 Pegasystems 2010

Survey Question

Which best describes your current thoughts/feelings?

A) I am eager to learn. Teach me Jedi Master!

B) I am concerned you are going to try and sell

me Pega Software

C) I can’t wait for Casino Night

D) My boss forced me to come here

3 Pegasystems 2010

BPM Suites: What Are They?

BPM Suites: Who Benefits & Why

Modernization & Transformation

The Problem: Execution Gaps

4 Pegasystems 2010

The Problem: Execution Gaps

5 Pegasystems 2010

Today’s Rules: Be Agile or Lose

DRIVERS • Increased Pressures • Demands for Transparency• Legislation

EFFECTSEFFECTS

Increased CostsIncreased Costs Poor ServicePoor Service Operational InefficienciesOperational Inefficiencies

Costs

Business Rule ChangesBusiness Rule Changes

FREQUENCYMA

GN

ITU

DE

6 Pegasystems 2010

Management Goals

Systems

Office Service Operations Product Administration

Business Change Drives Execution GapsBusiness Change Drives Execution Gaps

The Challenge…

Office Service Operations Product Administration

…Execution Gaps!

7 Pegasystems 2010

BPM Suites: What Are They?

8 Pegasystems 2010

Eliminate execution

gaps: efficiently build

enterprise solutions

Automate work &

manage cases

Monitor, improve &

optimize business

performance

Change, reuse & Specialize

BPM Suites capture, automate, and optimize policies & procedures.

9 Pegasystems 2010

Survey Question

Which of the three is most important to your organization?

A) Efficiently Build to Close Execution Gaps• Quick time-to-value

• Reduce IT costs

• Reduce time to build

• Reduce time to maintain

B) Automating Work• Reduce operation costs

• Reduce manual errors

• Reduce work duplication

• Reduce resource costs

C) Monitoring & Optimizing Business• Reduce manual reporting

• Increase visibility

• Lower/manage risk

• Lower maintenance costs

10 Pegasystems 2010

Eliminate Execution Gaps: Build Enterprise Solutions

11 Pegasystems 2010

Directly Executable Business RequirementsBPMS Put Changes in the Hands of Business and IT

Business Friendly tools allow the business and IT to define business requirements directly in the systems

Working models replace paper specifications & requirements and auto generates documentation

Manages the projects: business justification, planning, deployment

12 Pegasystems 2010

What You Model is What You Execute

• Instantaneous testing and execution with playback feature

• Provides immediate feedback and acceptance testing with business stakeholders

• Business owners can test and make changes

13 Pegasystems 2010

BPM Suites Offer Rules Driven Process Execution

Integration(SOA/WOA/EDA)

Rules

UI Rules

(multi-channel

508 accessibility)

Security

Rules

Event RulesDecision

Rules

Expression

Rules

14 Pegasystems 2010

Survey Question

BPM Suites provides working models that…

A) Allows Business and IT to capture and define business requirements

B) Replaces paper specifications & requirements

C) Executes with Business Rules to drive work to completion

D) Magically generates project and technical documentation

E) All the Above

15 Pegasystems 2010

Work and Case Automation

16 Pegasystems 2010

Automate the Work

CUSTOMERS

Just-When-Needed

Retrieval

Best

Source

Priority

Cases &

Folders

Skill Based

Routing

System-Driven

Processing

Automated

Transactions Guided

Processing

Tailored

Interactions

Proactive

Follow-up

Web

Services

Browser

Scan &

Fax

Telephony

Model &

Simulate

Productivity

& Quality

Alerts

Open

DatabaseProcedural Declarative

17 Pegasystems 2010

Intent Driven, Process Technology

FormsData SourcesProcesses Rules

Customer Channel

Solution

Specialization

Regulations

Business Intent

Call Center

Web Self Service

Field Office

Channel

Features

Citizen Relationship

or Circumstance

Organization &

Language

18 Pegasystems 2010

Structured Case

PredictableWorkflow

Short Duration

Semi StructuredCase

Dynamic CaseUnstructuredCollaborativeLong Duration

Knowledge Worker

Knowledge Assisted Worker

Clerical Worker

Sweet SpotOf

Smart Case Management

TraditionalProduction/StructuredWorkflow

Case EnabledWork Automation

19 Pegasystems 2010

Benefits Case Management

Case: Application for Benefit

Review Application

Interview Applicant

Conduct Screening

Verify Employment

Perform background

check

EnrollPayment of Benefits

Periodic payment

Periodic Re-certification

Fraud Investigation

Contact Employer

Review Tax Filings

Income verification

Background check

Military service history

Attachments

Prior Application A

Prior Application B

Prior Application C

Related CasesCaseworkers

Adjudicator Manager

Adjudicator

Channels

Applicant

Employer:

Wages

inaccurate

Ad Hoc Actions

Request Manager Review

Manual Review of Application

Request Additional Information

Tasks &

Subcases

Citizen

Phone Mail

FaxOnline

Email In-Person

Contact Employer

Subcases

20 Pegasystems 2010

Ad-Hoc, and Collaborative Case Management

Citizen: case subject

Case Workers

Citizen: case subject

Citizen: case subject

21 Pegasystems 2010

Monitor, Improve & Optimize Business Performance

22 Pegasystems 2010

Business Activity Monitoring (BAM)

23 Pegasystems 2010

Knowing how you got to a particular place in a

process helps you see the forest for the trees

“How did I get here?”

24 Pegasystems 2010

Enterprise Repository & Assets

25 Pegasystems 2010

Enterprise Repository� Testing

� Versioning

� Reuse/Specialization

� Auditing

� Searching/Navigating

� Access control

� BPM processes for

management

� Instant deployment

� Rollback

BPM Suites Enterprise RepositoryA single repository to change, deploy, specialize, & re-use

26 Pegasystems 2010

Common Practices

Add Differences to Specialize

Learn By Doing

Citizen A Citizen B Citizen C

Specialized Benefits Offering Other Benefits Offering

Specialize Services

Benefits Offering 1 Benefits Offering 2

Enterprise-wide Standards

BPM Suites & Solution Frameworks

Manage Sophisticated Organizations

Standard Benefits Offering

Value Added Services 2English Spanish

Pilot

Specialize Rules to Adapt and Innovate

27 Pegasystems 2010

BPM Suites: Who Benefits & Why

28 Pegasystems 2010

Survey Question

Who Benefits from BPM Suites?

A) Business/Program Areas

B) Citizens

C) Knowledge Workers

D) IT

E) Everyone – All of the above

29 Pegasystems 2010

• Ability to respond to market demands and build for change at lower costs

• Consistent customer service experience tailored to their needs

• Empowered to focus on the task at hand vs. the process nuances

• High productivity environment enables IT to respond &deliver on promises

Who Benefits from BPM?- Everyone -

BPM

30 Pegasystems 2010

Example: As-Is State

Claims workers switch & toggle multiple screens: IT and Operator

Policies (business rules) need to be made in different systems: IT and

Business

Little visibility, governance and control of work: Operator and Business

31 Pegasystems 2010

Example: BPM Suites SolutionChanges made in one BPM Enterprise

repository: IT and Business

Business Empowered to make changes to the rules: Business and IT

Workload Balance: Operations and Business

Eliminate some of the incumbent systems: IT

Manage the Service Levels: Operations and Business

32 Pegasystems 2010

Modernization & Transformation

33 Pegasystems 2010

The Challenges and Problems of Legacy

34 Pegasystems 2010

Legacy 1 Legacy 2 Legacy 3 Legacy 4

Service Service Service Service

Infrastructure

Composite Service Composite Service Composite Service

Business Performance Objectives

Bo

tto

m-U

p

Architecture

Imp

rove

me

nts

To

p-D

ow

n

Bu

sin

ess P

erfo

rma

nce

Imp

rove

me

nts

BPM Enterprise Repository

Top Down BPM Suite Rhythm of Change

BPM Suite

35 Pegasystems 2010

Incre

ased B

usin

ess V

alu

e

Incre

ased A

gili

ty

Guid

ed H

um

an Inte

ractions

Building for Change

Legacy 1 Legacy 2

Service Service Service Service

Infrastructure

Legacy 3 Legacy 4

BPM Suite

ConnectorsServices

36 Pegasystems 2010

Impact/Risk Matrix:

Less Risk More Risk

Le

ss

V

isib

ilit

yH

igh

V

isib

ilit

y

Complexity

Bu

sin

es

s

Vis

ibil

ity

Think Big …. Start Small

Slivers

37 Pegasystems 2010

Selecting the “low hanging fruit” slivers for modernization

Business Value

Variability / Agility Measure

Maintainability Measure

Complexity Measure

Re-Use and Specialization Measure

Automation Measure

Business Rules Measure

38 Pegasystems 2010

Modernization Phases through BPMS

39 Pegasystems 2010

Survey Question

Which best describes your current thoughts/feelings?

A) I want to learn more about BPM Suites

B) Dang it! You just tried to sell me Pega Software

C) I still can’t wait for Casino Night!

40 Pegasystems 2010

Question & Answer