b5 business process management journey of hkhs
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Business Process Management
Journey of HK Housing Society
Peter Miao
Head of IT
15 Nov 2013
Graphic Section Divider
Background of HK Housing Society
Found in 1948 with a donation of £14,000 from the Air Raid Distress Fund of the Lord Mayor (London)
Aims to serve the needs of the HK community in housing and related services
NGO, not-for-profit, self-financed Work closely with the Government to help
implementing housing policies Housing laboratory Web site : www.hkhs.com
~1,300 Employees
~1,200 PC’s
~80 Physical Servers
60+ Site Offices
Our Products & Services
1. Public Rental Housing
2. Property Management & Commercial Leasing
3. Building Mgt & Maintenance Scheme
4. Urban / Rural Improvement Schemes
5. Various Subsidized Interest Loans Schemes
6. Flat For Sale Scheme
7. Sandwich Class Housing Scheme
8. Senior Citizen Residence (SEN)
9. Quality Retirement Living & more …….
2 Pilot SEN Projects (All 576 units already let and currently 500+ applicants at the waiting list)
Cheerful Court (2004) - 333 units
Jolly Place (2003) - 243 units
Home Feel - Non-Institutional
Living Room
Bedroom
Kitchen Bathroom
Design - Tailor-made for elderly
Wireless Watch Transmitter & Nurse Call
Barrier-free Security Viewer (high/low)
Hobby Room Swimming Pool Library
Tanner Hill 588 Units
Size: 31-104 m² SA Target Completion: early 2015
Main Entrance
Residence Garden
Tanner Hill
Members’ Club
Banquet Room
Library
RCHE Day Care Centre
214 Private Flats ( 12/F - 42/F )
Shopping Arcade
Basement Carpark
Club House
60 Rental Flats for Elderly ( 6/F - 11/F )
Cross–generation Care and Support
H21 Mixed Development
Estimated Completion: December 2014
Harmony Place No. 333 Shau Kei Wan Rd. Hong Kong
Coming Soon
Note: excluding foreign domestic helpers
Demographics Characteristics in HK
Source: Hong Kong Population Projections 2012-2041, C&S Dept.
Soon-to-be old
Population Pyramid of Hong Kong, Mid-2011
Age Group
No. of persons (Thousands)
0100200300400
0-4
5-9
10-14
15-19
20-24
25-29
30-34
35-39
40-44
45-49
50-54
55-59
60-64
65-69
70-74
75-79
80-84
85+
0 100 200 300 400
0-4
5-9
10-14
15-19
20-24
25-29
30-34
35-39
40-44
45-49
50-54
55-59
60-64
65-69
70-74
75-79
80-84
85+
Male Female
Demographics Characteristics in HK Projected Population Pyramid of Hong Kong, Mid-2041
0100200300400
0-4
5-9
10-14
15-19
20-24
25-29
30-34
35-39
40-44
45-49
50-54
55-59
60-64
65-69
70-74
75-79
80-84
85+
0 100 200 300 400
0-4
5-9
10-14
15-19
20-24
25-29
30-34
35-39
40-44
45-49
50-54
55-59
60-64
65-69
70-74
75-79
80-84
85+
After 30 years
Male Female
No. of persons (Thousands)
Note: excluding foreign domestic helpers
Source: Hong Kong Population Projections 2012-2041, C&S Dept.
Age Group
I R M
Integrated Redevelopment Model
HS Senior Housing Initiatives
1970s 1999 2005 2008 2010
1996 Study
2003 Study 2007 Study
H21
Mixed Development
Joyous Living project Universal Design
Guidebook
Elderly Units in Rental Estates
SEN projects
Elderly Resources Centre
Ageing-In-Place
HKHS’ 4 Core Values
• Conduct Tenant Survey Annually • Learn Tenants’ Expectation • Tenants’ Satisfaction Rate > 90%
• Enforce Stringent Expenditure Controls • Conduct Processes Re-engineering • Use IT to Speed Up Processes and Reduce Cost
Typical Procurement Process of HKHS
Business
Plan
Agreed
Annual
Budget
Approved
Expenditure
Commitment
Approval
Tendering
& Contract
Award
Payment
Approval
(Goods
& Services
Received)
Create ECA
Approval
Manual Tendering or
Quotation Process
Create ITB
Payment Request or
Goods Receipts
Approval Approval
Read budget and
account data from
ERP
Update ERP Update ECA and add PO to ERP
Read ECA and
supplier data from
ERP
Read PO data from
ERP
Update PO and accrual account in ERP
Workflow Systems
The Typical “Procure to Pay” Process
ECA Approval Contract Award Payment Approval
Budget Tracking From End to End
Cash
Based
Actual
$40
Budget
Variance/
Balance
$60
Original
Budget
$100 $35
Contract
Commit-
ment
$25
ECA
Fund
Approval
$30 $5
Addit’l
Fund
$10 $15
Timely monitoring of compliance with Expenditure &
Procurement policies
All exceed budget items can be tracked more efficiently
1. 1st e-process launched in Dec 2003
2. Dozen e-processes implemented between
2004 to 2006
3. Identified many business rules and workflow
services repeatedly used in many e-processes
4. Decided to use Rules Engine and Service
Oriented Architecture (SOA) Approach in
Mid 2006
The Journey Highlights (I)
The Journey (III)
SOA: Service Oriented Architecture
Packaged Application
Custom Developed Application
Service
Composite Application
Service Repository
Building Maintenance Loan System
Arrears Application Vetting Interview Drawdown Collection
Ap
plica
tion
Ballo
ting
Ve
tting
Inte
rvie
w
De
clara
tion
Application System
Dra
w D
ow
n
Inte
rest H
olid
ay
Co
llectio
n
Arre
ars
Ea
rly S
ettle
me
nt
Loan Administration System
Service
The Journey (IV)
SOA Example
The Journey (V)
HKHS BPM/SOA Application Architecture
Switched to
Oracle BPM
Suite in mid 2011
due to limitations
of the legacy
Workflow
platform, upgrade
of ERP & revamp
of our Chart of
Accounts (COA)
The Journey (VI) Examples on Business Services Exposed form ERP
1. Get account info – check the general information of COA,
e.g. Accounts type, Accounts description, Accounts Head,
posting nature, annual budget or job budget etc.
2. Budget Checking function - customized a budget check
function into 9 options by annual or job budget and
different nature of COA.
3. General Ledger Creation Service - Provide various kind of
ledger transaction creation services with auto posted.
4. Payment Voucher Creation Service – Provide various type
of a Payment Voucher creation service
Web Service
Web Service
Web Service
Web Service
The Journey (VII) Integration by Web Service
Works
Order
CA
ECA
Oracle
Service
Bus
iHousing Web Service
JDE
Web Service
eLeave Web Service
The Journey (VIII) Examples on Automated Business Processes
E-Leave Approval
Expenditure Commitment Application (ECA) [& Revised]
Approval
ECA Closure Approval
Contract Award (CA) [& Revised] Approval
Payment Request Approval
Works Order (day2day & term contract)Approval
Fixed Fee Service Contract Approval
General Purchase (being implemented) & Many More ……..
All approval of ECA/Works Order/PO/Payment can be easily
traced & tracked
Shortened procurement cycle time through electronic routing
and approval (by 35% to 95%)
Accurate and up-to-date funding approval accrual and actual
accounts for performance and progress monitoring
Improved Agility without scarifying control
Better Tenant Satisfaction due to much faster response to
tenants’ needs on repairs and maintenance requests
Easy work around to tackle business and organizational changes
Millions of paper saved (ISO 14000) and more ……
The Journey (IX) Benefits Gained
BPM Journey is an Evolution
It starts with the Strong Will:
• to pursue Continual Improvement and Service Excellence
• to Understand Business; and
• to become a Valuable Partner of Frontline Business.
3 Most Important Attributes to Success
1. Continual Improvement (要不斷地自我檢討和改進)
2. Principles & Ethics (要有原則和操守)
3. Appreciate & Respect others (懂得欣賞,
感謝和尊重別人)
Who is this guy?
“I am prepared to die.” “I’ve learned how to respect” Nelson Mandela
slide 29
Contact details:
Peter Miao
Head of IT of HK Housing Society
(Email) [email protected]
(Tel) 852-28943398
Chairman of itSMF (HK Chapter)
(Email) [email protected]
Thank You