achieving business differentiation by using bpm technology adi hofstein:co-founder and vp business...
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Achieving business differentiation by using BPM technology
Adi Hofstein: Co-founder and VP Business Development, PNMsoftPaul Saggar: Director Technology Product Development, HRGJon Simpson: Lead Architect, HRG
PNMsoft – The company
• Founded in 1996.
• Headquarters in UK, Offices and Partners worldwide
• SEQUENCE: Leading BPM and Workflow product
• Global Enterprise Customer base with millions of users!
• Deloitte Fast 50 company in 2009 (over 300% growth).
• Tier 1 Microsoft Partner
• Microsoft SOA & BPM Global Partner of the year Finalist 2009
• Deep collaboration and R&D with Microsoft product teams.
• Content, Solutions and Frame works
• Trusted Lifecycle Deployment Partner with dedicated Account and
Technical Managers
Founded 1845
Corporate travel expertise Over 60 years
Worldwide network turnover Over $16 billion USD
Owned or controlled operations 25 Key Driver/Growth Markets
Global reach Over 120 countries
Staff worldwide Over 12,000
Hogg Robinson Group launched as HRG April 2006
HRG Overview
We are proud to be associated with all of our clients, some of which include …
HRG is proud to service
approx. 30% of the FTSE 100
and a significant proportion of
the Fortune 500.
Over 250 clients use HRG in
more than one country. Over
100 of these are serviced
across more than five
countries.
The Company has
experienced a retention rate
of approx. 90% for each of the
last five years.
HRG handles approx. 20% of
UK business travel.
Corporate vs. Leisure Travel
• Leisure Travel• Holidays, visiting family, exploration...
• Planned & booked in advance
• Simple trips – flight & hotel
• Paid for personally
• Corporate Travel• Business, meetings, events, conferences, training...
• Usually last minute and change often
• Complex trips – multiple flights, parking, visa, hotel, car...
• Paid for by your employer
Corporate Travel Facts
• Approx 25% of all flights are business related• 831 million passengers travelled on an international flight
• 1249 million passengers flew within their own country
• 3rd Largest expense in most large companies• Most valuable employees are business travellers
• Most don’t book their own travel
Figures provided by IATA (2007)
Global Distribution Systems (GDS)
• Created in the 1960’s by airlines• 3 Major Players – Sabre, Amadeus & Travelport• Used by most travel agents and websites• Built on “Transaction Processing Framework (TPF)”
• Reliable
• High volume
• High throughput
• Expensive & difficult to maintain
• Limited functionality for today
Corporate Travel Overview
• Many different servicesAir, hotel, car, rail, parking, Eurostar, chauffeur, passport, visa etc.
• 3rd Largest expense in most companiesNeeds controlling and managing
• Most valuable people are usually business travellersDon’t always want to book themselves and may need help
• Not the same as leisure travelCorporate policy, deals, security, insurance etc.
Role of Technology at HRG
Quality and Process control
Delivery of internal Point of Sale Systems
Infrastructure
Client facing technology
SOA & BPM adoption in HRG
Architecture •Introduced EAI, SOA and BPM technologies and strategies
Existing assets •Started small, harnessing value from existing assets
•Introduced business process modelling to benefit from process automation
New services
•Introduced new services to evolve and enhance existing business processes
Human Workflow •Manage complex user activity through human workflow
Architecture •Introduced EAI, SOA and BPM technologies and strategies
• Visual Studio 2008 and .NET 3.5• Services developed using WCF
• Business logic and rules in C# and Visual Basic
• BizTalk Server 2006/2009• Enterprise Application Integration through Adapters to a
variety of applications
• BPM using BizTalk orchestration designer
• SQL Server 2005/2008• Transaction stores and data warehouse
• Business activity tracking
• SEQUENCE (PNMsoft)• Human workflow integration
• Workflow monitor, reporting and tracking
Use WCF to expose existing assets as services
• Shared databases containing reference data (airports, cities, exchange rates)
• An existing application containing client and user data
• A hotel booking application• A partner Expense Management
System• A legacy document production and
archiving system (PDF documents)
Existing assets •Started small, harnessing value from existing assets
Use BizTalk Server to expose 3rd party assets as services
• Travel Content providers• GDS (Global Distribution Systems)• Direct connects, low cost airlines• Weather, location information
• Service providers• Fax, SMS, Telephony• Mapping
• Client Systems• ERP, CRM
Existing assets •Started small, harnessing value from existing assets
• Add independent services (not tied to any single application) to be shared across applications
• Benefit from centralised configuration• Example - HRG Policy Engine Service
• Dynamically calculate policy breaches on travel bookings
• Service Independent of booking source (HRG or 3rd party) or application
• Can be applied real-time at point of sale or offline where HRG is not responsible for the booking
Existing assets •Introduced new services to evolve and enhance existing business processes
Existing assets •Introduced new services to evolve and enhance existing business processes
Policy Configuration Wizard Example (UI to configure the service behaviour)
Existing assets •Introduce new services to evolve and enhance existing business processes
Reusing the policy service in multiple products
• Human input necessary but unreliable and unpredictable
• Treat the user as “just another service”• Use familiar input and communication mechanisms
• Mobile technology
• Microsoft Outlook
• Web interfaces
• Assign tasks based upon user roles and availability• React to “out of office” replies and auto-delegate
based upon availability and current workload
Existing assets •Manage distributed user activity through human workflow
Connecting complex end-to-end processes with Human Workflow
HRG TripPASS
Quality Control
Travel approval
emailTravel
approver (approves or
declines)
Confirmation email to traveller
Book Travel
Booking updated
1.
2.
3.
4.
5.
6.
The Approval Process
New products from existing assetsHRG TripPASS™
Email generated using document service
Approval workflow and approver determined using PNMsoft SEQUENCE
Trip information from the Lifespan Transaction Service
Policy breaches determined within the policy engine service
Performance and tracking within PNMsoft SEQUENCE
Realised benefits of BPM and SOA at HRG
• Re-use services, composite services and business process across the business
• Reduced maintenance costs
• Centralised control• Consistency and efficiency
• No duplication of effort to deliver consistent behaviour• Visibility of process progress and history spanning both people
and systems• Deliver new products and services from existing assets
Thank you
We offer a 4 hours workshop to identify the potential ROI you can get from BPM
• Adi Hofstein: [email protected]• Paul Saggar: [email protected]• Jon Simpson: [email protected]