increase agility & roi: bpm in business support systems
DESCRIPTION
Decrease the gap between Business and IT. And business users can modify business process execution on the fly in response to an external market force, be it an opportunity or threat.TRANSCRIPT
Using BPM to Implement Services
About Qvantel
• “BSS platform-in-the-cloud” vendor Focus on: Lead to Order, Order to Cash to Care business processes
• BPM/SOA Consulting Services• Clients
Communication Service Providers, Digital Marketing Companies.• HQ in Finland, with R&D in Finland, India• 200+ employees
Legacy BSS Architecture Had Limitations
Difficulty launching new features in time
Poor adaptability to refine business process & interfaces
Lower ROIHigher cost of ownershipRevenue loss due to human
errors & delaysPoor service & visibilitySiloed approach
User interface layer
Inventory management
Data Warehouse
Provisioning system
CRM
Billing system
GL system
Activation system
Mediation system
Network management layer
Credit Agency
Logistics
Dept collection
Lockbox
3rd party services
Printing house
Network
Customer Management Applications
Revenue Management Applications
Product Management Applications
Qvantel Business Operations Platform
3rd Party SystemsProduction SystemsESB MDM Services
BPM Business Rules Mgmt
Business Activity
Monitoring
Task Mgmt Applications Dashboards
Application Layer
Service Layer
BPMLayer
New BPM Based Architecture
Highlights of new Architecture
Time To Market New Product/Service launch time (6 months to few days)
Reduction in human errors /delays Reduction in sales turnaround time – 2x improvement Reduction in order fallouts (From 15% to < 2%)
Enhanced Customer Experience Moved from Product centric to
Customer centric
Why ActiveVOS?
Industry standards Visual Orchestration capability – Reduces “IT Gap” Real-time Information on the Performance of Processes Easy development – Configure new processes and applications on
the fly, exactly the way business wants. Predictable, on time and within budget
Reduced TCO – Implement new processes and applications faster and cheaper with a highly scalable BPM platform, leveraging existing IT investment
No limitations – Build and change processes and applications without restrictions imposed by existing, proprietary technologies
Case Study 1 Business Transformation: ‘Digital Directory and Marketing Company’
Business Pains – Digital Directory/Marketing
Business Owner
Business owner only dreams of getting simple, easy to understand reports
Customers confused with conflicting interactions from the account
Customers
!?*#
Customer care
Customer Support personnel confused how to handle a customer
MarketingSales Manager
Too many silos; Too many human participants; Several process exceptions
Back Office
Several legacy systems and databases; Many internal & external integrations
Too many silos; Too many human participants; Several process exceptions
Project manager Legacy systems 3rd party server
DB
Our Approach– Digital directory/Marketing
Streamlined and automated business processes Created scalable enterprise architecture leveraging BPMN/BPEL
engine SOAP integration with third party services Business rule integration to the business processes Implemented work flows for user interactions (claiming, delegating,
approving tasks) Automatic notifications and alerts Integration with reporting tools
Example 1 - Product Management Process
Example 2 - Sales process
Example 3 - Order process
Key Business Benefits using BPM
Business OwnerReal time Analytics
Improved customer experienceCustomer
Customer care
Reduced number of cases
Back office, Manager
Faster launch of new product
MarketingSalesImproved up sell / cross sell
Legacy systems3rd party server
DB
Qvantel enterprise platform
Easy Integration
Case Study 2 Greenfield Implementation: ‘Communication Service Provider’
Business Pain – Operator Order Management
Order
Inventory
Logistics
Provisioning
Application Entry
Customer care
BackOffice
Our Approach – Order Fulfillment
Scalable SOA/BPM based Order management platform Modeled, implemented with BPM standards Integrated with mediation, donor/receiver operator, partner &
logistic systems Implemented work flows for user interactions (claiming,
delegating, approving tasks) Integration with Business Rule engine Exception handling through automatic fallback mechanisms
Example 1 – Order Fulfillment Process
Example 2 – Number Portability Order Process
Qvantel’s Integrated Order Management Solution
Order
Inventory
Logistics
Provisioning
Application Entry
Customercare
EnterpriseArchitecture
Demo
Sales & Order Processes
Summary BPM/SOA – Before and After
Questions?