adaptive human-centric
TRANSCRIPT
Adaptive Human-centric Business Process Management (BPM)Author: Ken BagnalLast Review Date: March 2nd, 2015
What will be covered
BPM is…Analyst OverviewsHistoric approaches to improve efficiencyAlternative approaches to improving efficiencyEAI-centric versus Human-centric Why BPM?Typical Results
What is BPM?
The activities that constitute business process management can be grouped into four categories:
Modeling (Current)Automating (Future)Managing (Future)Optimizing (Current)
Gartner Magic Quadrant – Q4 2010
Forrester Wave – Q3 2010
Reducing Task Time
Typical Custom EAI Approach
Reducing Lag Time
Proposed for reducing lag time
BPM Platform Approach
Serial and Parallel Processing
EAI-centric BPM(Reduces Task time)
Highly structured processesIntegrate systemsRequire little human intervention
PegasystemsFileNetFujitsu
Human-centric BPM(Reduces Lag time)
Ad hoc processesSignificant human intervention
UltimusSavvion (Progress Software)Appian
Why BPM?
Audit/ComplianceAutomated routingParallel and serial approvalsVersion control and document storage Process driven and optimization (owned by the business)
Why BPM (cont.)?
Escalation and flexible ad hoc routingDashboards and reportingProject management visibility, tracking, accountabilityIntradepartmental, interdepartmental, and long-lived processes can exist to reach beyond the enterprise
Typical ResultsCompassion International: Breaking the Cycle of Poverty for More Than 1 Million Children
Process: Exception-handling in processing donations from sponsors20% Administration Time Spent Handling Exceptions
Before:Days to resolve exceptions
After:Minutes to resolve exceptions
Typical ResultsWüstenrot & Württembergische AG (W&W)
Large financial services company Serving 6.5 million customers worldwide Offering building loan contracts, retirement products, home loans, insurance, & pension fundsW&W needed an automated, paperless mail distribution solution to reduce mail delivery time and save money
Before:4-7 hours for mail to reach the appropriate recipient
After:Less than 2 hours for mail to reach the appropriate recipient
Typical ResultsNationwide Insurance
Automated a supplemental regulatory reporting cycleAchieved an on-time 99.3% accuracy record
RecommendationThe ocean is made up of little droplets of water. Let’s not try to boil the oceanAutomate far-reaching small LEAN processes
ApprovalsCapture once and distribute to disparate systems using automation agents
Automate incrementallyOnly involve people when absolutely necessarySelect and prioritize the top ten processes and automateLeverage existing tools when possible
“If you want to succeed you should strike out on new paths, rather than travel the
worn paths of accepted success.”
John D. Rockefeller
Appendix
Progression of BPM
Capabilities and Completeness
BPM vs EAI