Set Your Course for Change with Real-Time Analytics and Insights

Set Your Course for Change with Real-Time Analytics and Insights

2014 Gartner BPM Summit

Nicolas MarzinHead of BPM Field Group

2This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and

services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc. All rights reserved. TIBCO Confidential & Proprietary Information.

During the course of this presentation TIBCO or its representatives may make forward-looking statements regarding future events, TIBCO’s future results or our future financial performance. These statements are based on management’s current expectations. Although we believe that the expectations reflected in the forward-looking statements contained in this presentation are reasonable, these expectations or any of the forward-looking statements could prove to be incorrect and actual results or financial performance could differ materially from those stated herein. We refer you to the reports that TIBCO files from time to time with the U.S. Securities and Exchange Commission for a discussion of important factors that could cause actual results or financial performance to differ materially from those contained in any forward-looking statement made in connection with this presentation. TIBCO does not undertake to update any forward-looking statement that may be made from time to time or on its behalf.

Safe Harbor Disclosure

This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and services. It is for informational purposes only and its contents are subject to change without notice. © Copyright 2000-2014 TIBCO Software Inc.

All rights reserved. TIBCO Confidential & Proprietary Information.

• This document (including, without limitation, any product roadmap or statement of direction data) illustrates the planned testing, release and availability dates for TIBCO products and services. This document is provided for informational purposes only and its contents are subject to change without notice. TIBCO makes no warranties, express or implied, in or relating to this document or any information in it, including, without limitation, that this document, or any information in it, is error-free or meets any conditions of merchantability or fitness for a particular purpose. This document may not be reproduced or transmitted in any form or by any means without our prior written permission.

Disclaimer



Analytics sets your course for Change

BIG Business Benefits

Real-Time Visibility

Actionable Insights



Agenda

Who consumes BPM Analytics? What is driving their use?

Where can they find the answers?

What actions do they want to take?

Continuous operational efficiency



Agenda







• End Users• People using the Business Process

Platform to complete work• Team Leader

• Operations Manager responsible for team performance

• Line of Business Manager• Responsible for a LoB’s overall

performance• Customer Experience/Service Managers

• Responsible for customer satisfaction

Who Consumes Analytics

Easy to Use



Am I meeting my individual goals? Daily? Monthly? Yearly?

Am I meeting the objectives that I am evaluated on?

What is the contextual data that I need to perform my tasks?

What is my workload for today?

What Are The End Users’ Questions?



Do I have enough resources? For Today? Tomorrow? This Week?

How should/could I optimize?

Did I meet my objectives?

What is my team’s performance?

What should I prioritize?

Is anything in jeopardy?

What Are The Operations Manager’s Questions?



Do I have quality issues?E.g. Signatures, maker-checker loops

Where are my opportunities for improvement?

How is my business performing?

What are my impacts, trends, or other domain specific information?


What Are The LoB Manager’s Questions?



What Are The Customer Service Manager’s Questions?

What is my Net Promoter Score? (Customer Loyalty Indicator)

How do I provide visibility to our customers?


What was the reception of the last promotion?

Are any customer orders/processes in jeopardy?



• BPM delivers Work to People with Objectives • Operational Objectives:

• E.g. Process loan applications in less than 48 hours

• Organizational Objectives: • E.g. My team works on claims in the morning and new

subscriptions in the afternoon (except on Wednesdays)

• Management Objectives:• Management by Objectives: Quantity or cycle time individual

objectives• Emulation: Create an individual performance culture• Team Spirit: Cultivate team work and assisting team members

Agility Meeting the objectives

CONTRAINTS IN YOUR MODEL

FREE TOCHANGE

AT RUNTIME

AT ANYTIME



Agenda







What Are The Key BPM Metrics?

Work Backlog BreakdownBy Global Priority

By Process/Business FamilyBy Market Segment/Customer

By Profile/Skillset Required (FTE Estimates)

By SLA Status (In SLA, Approaching SLA, Overdue)Who is Working on What??

Daily Trends



What Are The Key BPM Metrics?

Resource Pool• What is my capacity?

• What profiles, capabilities, proficiency levels

• My Team, Region, Global

Processes Performance

• Volumes• Cycle times, Wait times• Loops (Quality Control)• Processing behaviors

(Forward To, Escalations)

• Rejection rates

FR

EN

SP

Business Data• Cases status and

visibility• Business data related

metrics• E.g. Which products

generate the biggest number of claims?

• E.g. Top customers

Policy Holder

Policy

Claim(s)



TIBCO BPM Solution Overview

Process Engine

Distribution Engine

User Interfaces

Resources

Processes

Business Data

Requirement Gathering

Business Analyst

Process Developer

Executable Models

Integration (ESB)

Monitoring & Performance

Optimization



TIBCO Solution

Analytics & Visualization(Spotfire)

Reporting & Embedded BI(Jaspersoft)



• Railways company in Europe• Raising cases for planning maintenance work on the railway network • Use Analytics to correlate cases and optimize planning

• Bank in Asia• Process unsecured lending cases for customers across the Asia region

• Language, TX Amount, SLA, Market Segment, Type of products• Use Analytics to Optimize Work processing, Resource utilization, and to enforce

changing business priorities• Bank in Europe

• Provides mortgages to customers, through a network of branches & brokers• Use analytics to combine & align Mortgage Process to NPS Scores

Customer use cases



• Understand Current Performance From Past Execution• Volumes per day, per user• Average cycle times• Seasonal behaviors• Day trends• Top performers

Patterns Discovery Dashboards



• Measure the Situation in Real Time• Work Backlog: SLAs, Types, Skillsets required• Resource Pool: Global, Regional, Team

assessment of FTE capacity by skillsets• Dashboards should facilitate comparing the two

Measure in Real-time



• Performance Projections• As-Is: Based on the past metrics, the current backlog, and the current resource pool

availability, how is the stock likely to be processed?• What-If: Scenarios to forecast future

• Adjusting/simulating priority levers• Adjusting/simulating resources capacity

Forecast and Predict



Agenda







• Actions on the work backlog• Re-Prioritize Work

• Based on the best what-if scenario

• Actions on the resources pool• Add resources

• Temporarily or longer term• From another team or recruitment

• Change resources focus• Train resources

• If higher proficiency needed

• Request process improvement• Change a threshold• Change a rule• Add/Remove Tasks

Dashboard Driven Actions



Continuous Operational Efficiency

BPM AnalyticsAvailable Resources

Work Backlog & Statistics

Ops Leader

MonitorReal-time

KPIs

Re-Prioritize

Execute Re-Prioritization

Multi-Channel TIBCO ActiveMatrix BPM

Work ItemProductTx ValueSegmentQ DatePriority…

Ops Director

Floor-Level View

Enterprise Work List

OfferedPriority by

weighted parameters

Re-compute weighted priority for pending work

Ops Users

Work item 2

“Get Next”Work item assigned

automatically by capability & profile

Work item 1

Adjust what-if

Prioritization

RunSimulationscenario

Priority LeversProduct

Tx Value

Segment

Q Date

RE-PRIORITIZE

SIMULATE

Decide optimal re-prioritization

Work List

Work item 3

Work item 5Work List matching both user profile (capabilities) and priorities

…

Ops Leader

Workforce Model

Workforce AdminUpdate Profiles, Capabilities, Authorizations

Work item 1

Work item 2

Work item 3

Work item 4

Work item 5

…



Agenda







Continuous Operational Efficiency

MEASURE• Discover Patterns• Monitor in Real Time

PREDICT• Adjust Priority Levers • Forecast What-if

Outcomes

OPTIMIZE• Re-balance Work• Manage the Workforce

Model

BPM with Analytics



• Intelligent Workforce Management for fine-grain and dynamic work distribution, based on richer user profiles including skills, authorization, and membership

• Universal Inbox model eliminates the overhead of manually managing 1000s of queues• Workflow Patterns supporting process enhancements

Improved Productivity

• Visibility is more extensive and in real time for better decision support• Forecast SLA projections on “what-if” scenarios using re-prioritization levers• Execute re-balancing and re-prioritization of work or resources at runtime, achieving

closed-loop process improvement

Improved Visibility, Agility, Reduced Time to Action

• Enables “Command and Control” type of dashboards to managers• Mobile ready, Easy to use

Improved User Experience

Business Benefits



Analytics sets your course for Change

BIG Business Benefits

Real-Time Visibility

Actionable Insights



Experience it Live in the Solution Showcase



Date post:	08-Jan-2017
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