business process management, ultimus
DESCRIPTION
Ultimus Business Process Management platform and solutionsTRANSCRIPT
Ultimus Business Process Management
Mihails Galuška
Nexum Insurance Technologies
+371 29137360
50% Reduction in Task Time Drives to 10% Reduction in Process Time
50% Reduction in Lag Time Drives to 40% Reduction in Process Time
Fight the lag time!
◊ Construct the process (Quality)
◊ RUN & EXECUTE (Operations)
◊ Measure the process (task/lag time, process costs)
◊ Analyze
◊ Change (close the loop)
Business process management
20% theory + 80% practice
Goal – collect information, core
business operations with accounts,
products, HR, contracts
Goal – excellent customer &
internal service, fast and
accurate operations, control
HR system, Accounts,
Transactions, Contracts,
Document storage
Fact view Process view
Web access + Task automation
Fast communications
Operational control
Error-free operations
< 1 000 EUR &
contract exists
< 10 000 EUR &
contract exists
Incoming invoice
Smart process routing
Queues
30%70%
Persons or groups
Job functions
Relative job
functions
Weighted groups
◊ Prioritize and classify contracts
◊ Set up automated reminders
◊ Define roles and deadlines
◊ Workload distribution
◊ Employee cost rates
Business rules
User view - individual task lists
• Real-time task lists - no reporting overhead
• Prioritized active, completed, overdue, urgent tasks,
• Outlook, browser or other application
• Shared Inboxes
project manager
Archive man
bookkeeper
supplier
Document library
NEXUM Insurance Technologies
• All contract documents in one place!
- Contracts
- Appendixes
- Reports
- Invoices
- Payment orders
- Reminders
• Access anytime from anyplace
Debt information comes directly from accountancyBenefits: Debt collection starts immediately
Automated reminders and invoicesBenefits: no human interaction to calculate, prepare and send them
Classification according to predefined business rulesBenefits: focus on the most promising and important debts, optimized workload
Commission payment controlBenefits: no cash fraud and undue payments to brokers
Debt collection
Product First reminder Call Contractbreak
Pass to externalcollector
Write-off
Loan securedwith income
+5 days, automatically>2000 LTL
+10 days, customermanager>2000 LTL
+60 days,lawyer>2000 LTL
+90 days, automatically>2000 LTL
+720 days, accountant>2000 LTL
Loan againstsurety
+10 days, automatically>2000 LTL
+15 days, customermanager>2000 LTL
+60 days,lawyer>2000 LTL
+90 days, automatically>2000 LTL
+360 days, accountant>500 LTL
Real estateloan
+2 days, automatically>5000 LTL
+10 days, customermanager>5000 LTL
+30 days,lawyer>5000 LTL
+45 days, automatically>5000 LTL
<auctionprocess>
Loan up to 3000 kroons
+5 days, automatically>150 LTL
+7 days, customermanager>500 LTL
+15 days,lawyer>500 LTL
+30 days, automatically>500 LTL
+360 days, accountant>500 LTL
Product patterns
Solution – business rules
• Debt sizing, classification and prioritization
• Debt with/without loan security
• Schedule for reminder letters
• Roles and task completion time
• Employee cost rates
Customer&user view - automated reminder letters
• Different media – e-mail, fax, post mail, SMS
• Automated generation and distribution using message templates
• Always sent on-time
• To be used for 80% of debts
• No human power required!
Konstatēt problēmu
What results in better debt recovery?
◊ Recovery rate,
◊ Older than X days...
◊ # of bad debts
Process bottlenecks and performance
Architecture (SOA)
Core business functions:
Account operations
Process context:
Ultimus BPM
Alerts and notifications:
E-mail serviceCentralized document storage:
Microsoft Sharepoint
Core system
Custom front-end, customer portal
Custom front-end, customer portal
Custom front-end, customer portal
Claims administrator
Process changes
26
Architecture (SOA)
Core business functions:
Information and document view
Process context:
Ultimus BPM
Alerts and notifications:
E-mail serviceCentralized document storage:
Microsoft Sharepoint
Information
Documents
Hiring/firing
Correspondence management
Contract lifecycle management
Incident management, Call center
Sales process, lead management
Development and launch of new product
Process Result, savings
Credit Card Request 470% more applications with same staff
Internal infrastructure servicerequest
From 5 to 100 requests daily with thesame staff
Customer Service 62% less time needed with same amount of requests
Job Application Process Throughput increased by factor 5
Reduction of fax costs Reduction of communication costs between 2200 locations and HQ (95 Processes)
HR Process: Leave Management 1 employee
Insurance claims management Average time to decision reduced from 10 days to 15 hours (best time – 3 hours)
BPM Results – Productivity, costs, errors