adaptive human-centric

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