Kamran ShahinWebSphere Sales – Process Innovationkamran@ae.ibm.com

Process Innovation for 2013The IBM Vision for BPM, ODM and SOA

Business Process Effectiveness is the Top Priority for Executives

McKinsey Global Technology Survey, December 2011 , How IT is Managing New Demandshttps://www.mckinseyquarterly.com/High_Tech/Strategy_Analysis/A_rising_role_for_IT_McKinsey_Global_Survey_results_2900

McKinsey’s Global Technology Survey

found that “Improving business process

effectiveness” ranked as the #1 priority

for executives

Globe Telecom increases promotion related sales by 112%

through an improved customer experience and more effective

campaigns

City of Madrid reduces emergency response time by 25% through

end-to-end co-ordination of emergency and municipal services

Horizon Healthcare speeds up payments to members and

providers while achieving over 300% return on investment

Effective and Efficient Processes Deliver Significant Results…

… but Process Defects can Topple Major Global Companies

http://www.gartner.com/it/page.jsp?id=1530114

“Between now and year-end

2014, overlooked but easily

detectable business process

defects will topple 10 Global 2000

companies”

~ Gartner

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Process Innovation blends process discovery, modeling, execution, change, governance actionable analytics and end-to-end visibility to achieve better business outcomes.

Achieve better business outcomes

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Software

Expertise

Visibility & Collaboration

Business User Engagement

Efficiency & Productivity

What is Process Innovation ?

Poor visibility into business processes

Significant amount of rework due to exceptions

Lost productivity due to unstructured tasks or inconsistent prioritization

Inefficient work environment spanning multiple systems

Inability to change processes as frequently as business demands

Triggers that Signal the Need for Process Innovation

ExecutiveManagement

CustomerService

InvoiceReconciliationTeams

Finance and Ops

AccountAdministration

1. Unstructured Tasks and Communication (ex Paper or email)

2. Inefficient Working Environment Spans Systems

3. Inconsistent Prioritization

4. Incomplete or Inaccurate Data Flow Between Systems

5. Lack of Control Over System and Business Events (Exceptions)

6. Poor Visibility Into Process Performance

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“Business As Usual” Begs for Operational Improvement

Events

What to do?

How to do it?

When to do it?

ExecutiveManagement

CustomerService

Risk ManagementTeams

Financeand Ops

Account Administration

Process

Decisions

Process Innovation Provides Visibility & Control

Building Blocks to Achieve Process InnovationEmpowering business and IT users to easily manage change

Flexible integration interconnects applications and services across the organization

Business rules and analytics provide flexibility for repeatable decisions that change frequently

Processes can mix structured and unstructured activities, according to business needs

Process Designer provides a single model-driven design environment that

simplifies collaboration on process design and analysis

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Simple standards-based tool allows every team member - including nontechnical users - to collaborate on process design and analysis

Graphical end-user view of process status to understand the current position in the process

Explicit event modeling defines workflow and exception handling

Simplicity for deep business user engagementProcess Designer

Playback faster simplifies process review

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Instantly step through and review the current process design by actually executing it

Nothing to compile or install.

Allows playback of incomplete and

completed processes

Playback executes with a single click

Validate process requirements and changes fasterBuilt-in Playback

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Empowers business users to optimize business processes with process monitoring and analytics

Automatically gathers and correlates performance events and business data

Real-time scoreboards provide visibility into work-in-progress and the ability to

take corrective action when necessary

Get real-time visibility with built-in performance dataPerformance Data Warehouse

Detects bottlenecks and performance thresholds and displays them using visual heat map overlays

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Real-time scoreboards provide visibility into work-in-progress and the ability to

take corrective action when necessary

Optimize processes for greater business valueProcess Optimizer

Go-to-Market

Dynamic pricing to respond to market conditions

Leverage customer insights for target marketing

Order to Cash

Account opening process automation

Automated order processing & fulfillment

Product Development

Reduce time to market of new products & services

Streamline production procurement sourcing

Start at the Point of Greatest Need…

Insurance Automated claims processing Improved fraud detection

Banking Reduced loan processing times Financial risk & regulatory compliance

Retail Retail distribution supply chain

automation Customer loyalty programs

Manufacturing Manufacturing production quality & control Reduced manufacturing production time

Energy & Utilities Power grid management Energy consumption management

Travel & Transportation Online ticketing & reservations Travel & hotel pricing management

Healthcare Improved patient care Personalized fitness & nutrition

Government Customs & border control Improved public safety

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Empower Business Users by Extending Access to MobileFlexible access promotes broad adoption

Simple task forms and intelligent “coaches” guide user inputs

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“Using IBM WebSphere ILOG JRules and its BRMS, we’ve decreased the pressure our officers faced at work every day in processing and attempting to approve a myriad of credit card transactions. We have already realized an improvement of more than 300 percent in our staff productivity, and a savings of 1 million Yuan per year using the BRMS …” Chief Engineer, Major Asian Financial Services Firm

Challenges:• Handle explosive demand for credit cards

• Systematically manage credit risk assessments

• Improve operational efficiency

Benefits:• Identify potential credit card fraud

• 300% improvement in employee productivity

• Approval process with human intervention only for exception cases

Automates the risk assessment of issuing credit cards

Business Process and Decision Management Solution

Business Process and Decision Management Solution

• Automated credit assessment and card issuing system

• Process large volumes of transactions in real time

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A Large Asian Bank

$2.2 million in savings to date 120% ROI in one year 25% increase in employee productivity 50% - 75% reduction in cycle times

Paper overload 100,000+ client requests per month each generating a paper-based

process instance

Poor IT-business relationship Knew paper problem was a process problem but limited IT/Business

collaboration prevented improvement

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Client Pains:

Real Results:

Lincoln Trust developed an aligned process focus across the company, removing physical paper from 145 company processes

Lincoln Trust achieves rich teaming between business and IT By leveraging IBM BPM

Speed to market gains of over 50%

Reduction in enrollment time and

administrative costs

Hard-coded legacy systems

Paper-intensive

Manual and disjointed processes

“…enabled us to automate, optimize and monitor critical

business decisions within core processes”

Client Pains:

Real Results:

HealthNow creates a streamlined and efficient enrollment and plan change process

#1 in BPMS market share for 2011

*Source: IBM Press Release; http://www-03.ibm.com/press/us/en/pressrelease/37376.wss

IBM is the proven leader in all aspects of BPM

IBM was named the number one vendor in BPMS software with a 27.1 percent share, almost triple that of its closest competitor*

Largest Customer Base

Strongest Ecosystem

Unparalleled expertise

Over 5000 BPM customers worldwide and growing

Over 1000 certified business partners

Over 15 years of industry leadership

See it in Action

Implement a real project in 10 weeks with a Quick Win Pilot

Learn what’s possible with a Discovery Workshop

Ask your sales representative to see the solution live

On-site workshop with business and IT

stakeholders to evaluate the applicability of

Process Innovation for your project

Next Steps

Demonstrate immediate value to your LOB

end-users with your first ‘Quick Win’ in 10

weeks

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