The path to business transformation though business process management suites bpms
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The Path to Business Transformation Though Business Process Management Suites (BPMS). Dr. Setrag Khoshafian Vice President of Product Marketing and BPM Technology Pegasystems Inc. Survey Question. Which best describes your current thoughts/feelings?.

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

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

Dr. Setrag Khoshafian

Vice President of Product Marketing and BPM Technology

Pegasystems Inc.


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


The Problem: Execution Gaps

BPM Suites: What Are They?

BPM Suites: Who Benefits & Why

Modernization & Transformation


The Problem: Execution Gaps


Today’s Rules: Be Agile or Lose

Costs

  • DRIVERS

  • Increased Pressures

  • Demands for Transparency

  • Legislation

Business Rule Changes

MAGNITUDE

FREQUENCY

EFFECTS

Increased Costs

Operational Inefficiencies

Poor Service


The Challenge…

…Execution Gaps!

Management Goals

Office

Service

Operations

Product

Administration

Business Change Drives Execution Gaps

Office

Service

Operations

Product

Administration

Systems


BPM Suites: What Are They?


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

Eliminate execution gaps: efficiently build enterprise solutions

Change, reuse & Specialize

Monitor, improve & optimize business performance

Automate work & manage cases


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


Eliminate Execution Gaps: Build Enterprise Solutions


Directly Executable Business Requirements

BPMS 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

Manages the projects: business justification, planning, deployment

Working models replace paper specifications & requirements and auto generates documentation


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


Security

Rules

UI Rules

(multi-channel

508 accessibility)

BPM Suites Offer Rules Driven Process Execution

Expression

Rules

Integration(SOA/WOA/EDA)Rules

Decision

Rules

Event Rules


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


Work and Case Automation


Automate the Work

Just-When-NeededRetrieval

Productivity

& Quality

Alerts

Open

Database

Procedural

Declarative

Best

Source

Model &Simulate

REPORT

RESEARCH

Skill BasedRouting

TailoredInteractions

RESPOND

ROUTE

Cases &

Folders

CUSTOMERS

ProactiveFollow-up

Priority

RECEIVE

RESOLVE

Telephony

System-DrivenProcessing

Scan &Fax

AutomatedTransactions

Guided Processing

Browser

WebServices


Intent Driven, Process Technology

Customer Channel

Processes

Data Sources

Rules

Forms

Call Center

Web Self Service

Field Office

Solution

Specialization

Citizen Relationshipor Circumstance

Channel Features

Organization & Language

Regulations

Business Intent


Traditional

Production/

Structured

Workflow

Sweet Spot

Of

Smart Case Management

Case Enabled

Work Automation


Benefits Case Management

Employer: Wages inaccurate

Attachments

Channels

Citizen

Caseworkers

Related Cases

Prior Application A

Income verification

Prior Application B

Phone

Mail

Background check

Prior Application C

Applicant

Military service history

Adjudicator

Adjudicator Manager

Online

Fax

Email

In-Person

Tasks & Subcases

Subcases

Ad Hoc Actions

Manual Review of Application

Request Manager Review

Contact Employer

Request Additional Information


Ad-Hoc, and Collaborative Case Management

Citizen: case subject

Citizen: case subject

Citizen: case subject

Case Workers


Monitor, Improve & Optimize Business Performance


Business Activity Monitoring (BAM)


“How did I get here?”

Knowing how you got to a particular place in a process helps you see the forest for the trees


Enterprise Repository & Assets


Enterprise Repository

Extension

Composite

App

Core

Process

Integrate

Structure

Constrain

Decide

Secure

Present

Calculate

Communicate

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

  • Testing

  • Versioning

  • Reuse/Specialization

  • Auditing

  • Searching/Navigating

  • Access control

  • BPM processes for management

  • Instant deployment

  • Rollback


Manage Sophisticated Organizations

Specialize Rules to Adapt and Innovate

Citizen A

Citizen B

Citizen C

Specialized Benefits Offering

Standard Benefits Offering

Other Benefits Offering

Learn By Doing

Pilot

English

Spanish

Add Differences to Specialize

Specialize Services

Value Added Services 2

Benefits Offering 1

Benefits Offering 2

Common Practices

Enterprise-wide Standards

BPM Suites & Solution Frameworks


BPM Suites: Who Benefits & Why


Survey Question

Who Benefits from BPM Suites?

A) Business/Program Areas

B) Citizens

C) Knowledge Workers

D) IT

E) Everyone – All of the above


Who Benefits from BPM?-Everyone -

  • Consistent customer service experience tailored to their needs

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

Citizen

Knowledge Worker/CSR

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

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

IT Manager

Business Manager

BPM


Example: As-Is State


Example: BPM Suites Solution


Modernization & Transformation


The Challenges and Problems of Legacy


Top Down BPM Suite Rhythm of Change

Composite Service

Composite Service

Composite Service

Business Performance Objectives

BPM Suite

Top-DownBusiness Performance Improvements

BPM Enterprise Repository

Infrastructure

Bottom-Up ArchitectureImprovements

Service

Service

Service

Service

Legacy 3

Legacy 4

Legacy 1

Legacy 2


Building for Change

BPM Suite

Increased Agility

Increased Business Value

Guided Human Interactions

Services

Connectors

Infrastructure

Service

Service

Service

Service

Legacy 3

Legacy 4

Legacy 1

Legacy 2


Think Big …. Start Small

Slivers

Impact/Risk Matrix:

High

Visibility

Business

Visibility

Less

Visibility

More Risk

Complexity

Less Risk


Selecting the “low hanging fruit” slivers for modernization


Modernization Phases through BPMS


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!


Question & Answer


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