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Agenda

IBM Smarter Process BPM, ODM and Mobile - Overview and Demonstration Bill.Hahn@us.ibm.com Sr. Consulting BPM Solution Architect Open Group Master Certified SW IT Specialist http://IBMBPMDemos.com for more information and resources. Agenda. BPM Overview

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Agenda

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  1. IBM Smarter ProcessBPM, ODM and Mobile - Overview and DemonstrationBill.Hahn@us.ibm.comSr. Consulting BPM Solution ArchitectOpen Group Master Certified SW IT Specialisthttp://IBMBPMDemos.comfor more information and resources

  2. Agenda • BPM Overview • Where BPM fits – Human-to-Human and Human-to-System • BPM Capabilities – Design, End-user Experience, Analysis • Business-friendly & I/T savvy – Simplicity with Sophistication • Rapid, Agile and Iterative Lifecycle • BPM in Action Demonstration: • Process Designer – Model, Build, and Run using Agile “Playback” approach • Process Optimizer – Heat Maps, path analysis and end-2-end metrics • Process Portal & Mobile – Turnkey End User Experience • Easy to use Inbox for Task Management • Social features for collaboration • BAM Dashboards for monitoring in-flight work • Custom Reporting for visibility and insight • Mobile enabled for any device • Questions and Answers

  3. Why shouldn’t opening a new account or filing an insurance claim be as easy as buying a book online? “An estimated $5 billion is up for grabs for the insurer who figures out how to make insurance as simple as ordering a value mealfrom a local fast food joint.” ~ US Consumers Willing to Pay Five Percent More For Their Insurancehttp://www.thetruthaboutinsurance.com/u-s-consumers-willing-to-pay-five-percent-more-for-their-insurance/ 3

  4. What does it mean to be easy to do business with? “Amazon, Apple and Netflix provide the customer satisfaction benchmarks to which [other business] must aspire” ~ Where is the ROI on Customer Experience?Systems & Technology Journal, 2012 Insurance: Can I report an accident on my mobile device and automatically trigger a tow truck and taxi? Banking: Can I instantly add a family member to my credit card account? Healthcare: Can I shorten hospital stays by one or two days without compromising treatment quality? Government: Can I speed up passport control at the border for pre-certified frequent travelers?

  5. Your customers are no longer your customers “The proportion of customers planning to change banks has grown by 70%since 2011” Homeowners in the 18-34 range changed insurance carriers 2.5x more oftenthan those 51 and older ~ The Voice of the Personal Lines Consumer Deloitte Research, 2012 ~ Global Consumer Banking Survey 2012, Ernst & Young “Retentionis the new holy grail” ~ Beyond Price: The Rise of Customer-Centric Marketing in Insurance, McKinsey & Company, 2012 5

  6. Effective business operations create superior customer experiences Process today plays a critical role in driving customer experienceinitiatives…from companies looking to overhaul customer service processes to companies seeking to deliver more compelling experiences that incorporate big data analytics and real-time guidance. The Forrester Wave: BPM Suites, Clay Richardson & Derek Miers, 2013 Customer experience is the #1 factor in both customer retention and acquisition: “Customer-Centricity…”, Boston Consulting Group, 2012. 6

  7. Process efficiency alone is no longer sufficient to ensure success

  8. Customer-centric business operations drive top line growth

  9. IBM’s approach for reinventing business operations - to enable greater customer-centricity - in the age of mobile, social, cloud and big data - while driving efficiency and optimization intoend-to-end processes 9

  10. Improve business efficiency & innovation with Smarter Process Typical process problems BPM brings order to the chaos Executive Mgmt Account Administration Billing Risk ManagementTeams Invoice Reconciliation Teams ERP Account Admin Customer Service Imaging Rules Finance & Ops Rules Rules CRM Executive Management Customer Service Finance and Ops • Inefficient working environment • Incomplete or inaccurate data flow • Inconsistent prioritization • Lack of control over the process • Poor visibility into process performance • Automate workflow & decision making • Reduce errors and improve consistency • Leverage existing systems and data • Streamline processes and initiate actions • Real-time visibility and process control 10

  11. Smarter Process in Action BAMDashboards Process Orchestration Social Collab Decision Mgmt (Rules & Events) Mobile 11

  12. Business Process Management Fundamentals BPM Defined: An integrated approach to aligning the key activities of an organization into processes that you can consistently measure to optimize value to your organization and its end customers. 12

  13. Typical Business Process Challenges & ResultsOptimize Human-to-Human and Human-to-System workflows Poor visibility into business processes Significant amount of rework due to exceptions Lost productivity due to unstructured tasks or inconsistent prioritization • Organizations had > 90% success rates on BPM projects. • 67% of projects were completed in < 6 months, 50% in < 4 months. • 77% of projects had returns greater than $100,000 per project. • BPM projects had 10% or more Internal Rate of Return (78% had >15% IRR, some as high as 360%) • 80% of the respondents felt an increase in competitive advantage. • BPM’s value to the company was higher than ERP, CRM and SCM. • (Source: “Justifying BPM Projects”, Gartner) Inefficient work environment spanning multiple systems Inability to change processes as frequently as business demands 13

  14. Process Improvement requires a “Third Way” BPM Process-improvement requirements are likely to be unique, which favors build rather than buy. And, the timeframes and costs of both are often not compatible with process improvement. So, a ‘third way’ is required. IBM BPM is a “Best of Both Worlds” approach. Rapid ~ Agile ~ Iterative Roll out a custom Process Application in less time & lower cost than buying and customizing a packaged application. Build “Third Way” + + - - Customized Unique High TCO IT bandwidth Flexibility Buy + + - - - Reduced time Initial Cost Standard Feature set Reliance on vendor Response to Change Lower cost/time Why BPM

  15. 5 4 2 6 3 1 Typical Process Problems – Business Chaos Customer Service Finance and Ops Account Administration • Unstructured Tasks(Phone, paper, email attachments, etc.) • Inefficient Working Environment Spans Systems • Inconsistent Prioritization • Incomplete or Inaccurate Data Flow Between Systems & People • Lack of Control Over Process Flow and Business Events/Exceptions • Poor Visibility Into Process Performance 1 Executive Management 2 3 Invoice Reconciliation Teams 4 5 6

  16. 5 2 4 1 3 6 Typical Process Problems – Business Chaos Customer Service Inefficient Ineffective Inaccurate Incomplete Inconsistent Inflexible Invisible Finance and Ops Account Administration Executive Management Invoice Reconciliation Teams

  17. BPM Orchestrates Human to Human, Human to System & Inter-system Interactions…brings order to the chaos • Automate workflow & decision making • Reduce errors and improve consistency • Standardize resolution across geographies • Leverage existing systems and data • Monitor for business events and initiate actions • Real-time visibility and process control • Customer Benefits: • Huge Reduction in Manual Work, Errors • Faster, More Consistent Issue Resolution • Metrics, measurements, visibility and business-friendly reports • Rapid, Agile and Iterative process improvements 1 Finance and Ops 2 Account Administration Invoice Reconciliation Team 3 Executive Management Customer Service 4 5 6 Process Rules Events BPM Layer

  18. BPM Orchestrates Human to Human, Human to System & Inter-system Interactions…brings order to the chaos BPM Results: Visibility Agility Control Collaboration Automation Integration Governance Optimization Finance and Ops Account Administration Invoice Reconciliation Team Executive Management Customer Service Process Rules Events BPM Layer

  19. The essential BPM capabilities • Modeling • Monitoring • Automation • Governance • Optimization • Rules • Business Data • Documents • Events • Integration • Collaboration • Analytics Customer Service Executive Management Finance and Ops Account Administration Risk ManagementTeams

  20. Goto http://SmarterProcessDemos.com for Demos BPM Developer Manager Worker Administrator BPM Roles-based Platform – Rapid, Agile and Iterative Process Portal Process Portal Admin Console UI Screen Flow Coaches Dashboards Execute • Collaborative platform • Iterative, shortened development cycle • What you model is what is executed! • Shared process model (AlwaysRunnable) • Lower technical effort (less time, cost, risk) • Simplicity with Sophistication(Business-friendly & IT-Savvy) Process TemplatesBlueworksLive.com Process Designer BPM Shared ModelProcess Center Optimize Design Process Optimizer Process Designer Business Analyst Process Modeler Process Inspector

  21. BlueworksLive & BPM Goto http://SmarterProcessDemos.com for Demos IBM Business Process Manager http://BlueworksLive.com Process Portal Process Optimizer Process CenterShared Model Process Designer The simplest way to get started with BPMProcess Discovery“Modeling for Documentation” The quickest way to deliver robust process applicationsProcess Implementation“Modeling for Execution”

  22. BlueworksLive & BPM Goto http://SmarterProcessDemos.com for Demos Manager Worker BPM in Action Rapid, Agile and Iterative Process Portal Process Portal Process Coach UIs 1 Process Discovery, Modeling & Analysis 4 Execute and Monitor Execute 5 Analyze and Improve Process Center Shared Model 3 Model for Execution Optimize Design Process Optimizer 2 Process Designer Import Process Model Business Modeler Business Analyst XPDL

  23. Goto http://SmarterProcessDemos.com for Demos IBM “BPM on Cloud” Demos 1) Invite New User 2) Accept Invite 5) Use Process Designer with BlueworksLive 3) Admin BPM Users & Groups 6) Process Designer Realtime Collab 4) Download Process Designer 7) The Art of the Possible…

  24. BPM End2End DEMOS Goto http://SmarterProcessDemos.com for Demos BPM in Action 2) Modeling Ease of Use 1) BlueworksLive 3) How It Executes 4) End-2-End Playback 6) Optimizer Heat Maps 5) Dashboards

  25. OnTheFlyDEMO Goto http://SmarterProcessDemos.com for Demos Smarter Process – Mobile + Process, Rules & Events eSIG iPAD iPho On Thy Fly MOF Collab OF PD BFS NM NST SnapDesign BFS Visibty VIP ICL Responsiv ART OTP BFS PD Collab OPT+ Dash OF PPTour OF P BK SAP BR1 BR2 BWL2 BR3 BWL1 ODM 1 SAP SAP BWL >PD Incdnt Mgmt Visibty ME ppdDIAGs PPSpanish BFS GEO Snap Deploy Map iPho GOPT Collab AO PD Tour Tour Dash AO SAP BPM85 E2E ODM 2 SAP BWL Col DM3 DM2 DM1 ODM Retail

  26. Goto http://SmarterProcessDemos.com for Demos IBM BPM Platform: Key Differentiators 1. Process Blueprints Collaborate on Process Modeling 8. Proven Methodology Rapid, Agile, Iterative 7. Process OptimizerDeep metrics and Visual Heat Maps 2. In-Context CollaborationReal-time Multi-person Screen-sharing Rapid, Agile and Iterative Execute 6. Process CenterShares Process Model forContinuous Process Improvement 3. Intelligent DashboardsAnd Custom Reporting BPM Shared ModelProcess Center Optimize Design 5. SnapshotsSeamless VersioningDesign-time & Runtime 4. Process PlaybacksIt’s ALWAYS Instantly Runnable! 9. Mobile Ready 10. Cloud Enabled

  27. Goto http://SmarterProcessDemos.com for Demos Private Clouds IBM BPM+ODM: Key Capability Areas (a.k.a. Differentiators) 1. Process/Decision Discovery 2. Social Collaboration 9. Loosely Coupled, Tightly Integrated: BPM + ODM + Mobile BPM Project to Program 3. Social Intelligent Dashboards Execute 8. Proven Methodology: Rapid, Agile, Iterative Shared Model Optimize Design 7. BPM/ODM for Private/Public Clouds 6. Mobility 5. Visibility/Optimization 4. Process/Decision Centers

  28. Links to Your Next Steps…Including Education and Enablement Services BPM Process Discovery & Modeling in the Cloud • Process modeling and analysis • Social collaboration • Easy enough for novices and rich enough for experts http://BlueworksLive.com Demos & Cloud Test-drive • BPM Process Modeling & Implementation • Rapid process application development • Continuous process improvement • BPM program management http://IBMBPMDemos.com • Education, Enablement and on-demand Services • Quick Win Pilots • Role-based education & mentoring • Expert Services when and where they’re needed http://www.ibm.com/developerworks/websphere/services/ Confidential 28

  29. Grazie Italian Traditional Chinese Thai Gracias Spanish Merci French Russian Arabic Obrigado Danke Brazilian Portuguese German Simplified Chinese Japanese

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