the ultimate bpm event - the process efficiency world tour

©2013 Bonitasoft

#PEWT2013

©2013 Bonitasoft 2

Agenda

• Bonitasoft and the Process Efficiency World Tour

• Design for disruption: Take an outside-in approach to BPM

• Demo: 360° customer support with Bonita BPM

• Achieving control, compliance & regulation with BPM

• Customer panel

• Interactive demo: Build a process application from scratch

• BPM in action, customer cases: – managing association membership – access rights to Information Systems in large universities– managing insurance cases– human resources in a large organization...

©2013 Bonitasoft 3

What is the PEWT?

• A roadshow of 13 events on 3 continents– Latin America, Europe and Norther America

• An opportunity to learn process application development best practices

• A forum to meet your peers and discuss process improvement initiatives

• All done using real world deployments of Bonita BPM.

4

Who We Are

• 2,500,000 DOWNLOADS

• 120,000 COMMUNITY MEMBERS

• 800 CUSTOMERS

• 130 EMPLOYEES

• 130 TECH & SI PARTNERS

4

What We Do…

HOW WE DO IT.

• Graphical Studio• Business & Tech collaboration• Processes + Apps + Analytics• Process templates

THE BENEFITS.

• Improved collaboration• Fast IT alignment to business• Easy to update & maintain• Immediate ROI

We deliver business efficiency by turning processes into applications

6

Recognition

“I'm still bullish on the BonitaSoft offering – one of the few open source BPM offerings that can engage biz stakeholders.”

Clay Richardson

AW

AR

DS

Design For Disruption: Take An Outside-In Approach To BPMClay Richardson, Principal Analyst

November 5, 2013

© 2013 Forrester Research, Inc. Reproduction Prohibited 17

Circa 2013Circa 2007


Welcome to The Age of the Customer


Move critical business processes into the cloud

Extend existing packaged apps using BPM

Connect business process improvement with big data analytics

Use BPM methods to improve customer facing business processes

Extend critical business processes to mobile

10%

10%

14%

29%

30%

31%

33%

43%

42%

49%

57%

51%

40%

26%

20%

Significant increase Moderate increase No change Moderate decrease Significant decrease

Source: Global State of Enterprise Architecture Online Survey, Base: 90 Enterprise Architecture Professionals

Over the next 12 months, do you expect to see an increase or decrease in demand for the following BPM related activities?


Shift to front office raises new challengesHow should we

respond to competitive threats?

CEO

COO

How can we optimize

operations?

Manager

What best practices should we adopt?

What will our future customer look like?

CMO

Back

Offi

ceWhich competitors should we partner

with?

CEOHow do I find

meaning in the work I do?

Employee

Fron

t O

ffice


Front office applications & services

Back, front office, customer-facing

Back office services

Customer-facing applications


We interviewed design agencies…


Source: TwoWatches.com


What is design thinking?

› “Design thinking is a collection of practices that helps teams better identify with customer experiences, and shift from logical problem solving to creative experimentation.”

Source: Forthcoming, “Design For Disruption: Take An Outside-In Approach To BPM”, Forrester report


Design Thinking Practices

Systems Thinking Practices• Holistic

• Linkages

• Logic

• Deductive

• Specific

• Context

• Empathy

• Abductive


November 2012 “Contextualization”

Design thinking combines context, situation awareness and predictions

Profile

PersonaHistory

Situation

Likely behavior


We all have empathy, right?


Case example: Retail banking industry

Average customer is 69 years old

Future customer is much younger

Image source: iStockphoto (http://www.istockphoto.com/)


Source: Engine Design

Design processes from outside-in perspective


Mobile shifted the design focus to easy tasks … which are hard to deliver

Task

Context

Content

Processes

Policies

Transactions


Source: Adapted from February 2012 “Mobile Is The New Face of Engagement”, Forrester report

Design thinking underpins systems of engagement

BPM for transactions• Focus on executing high volume

transactions

• Targets structured business processes and systems

• Ideal for slower to change processes

BPM for engagement• Focus on delivering adaptive

user experience

• Targeting unstructured or semi-structured processes

• Ideal for faster-pace of change

• Support new work patterns - mobile, social


New metrics focus on conveniences and engagement

Task MetricsProcess Metrics

AbandonmentExceptions

EngagementAdoption

ConvenienceCycle time


Your obligation, your imperative› Big wave of customer-facing systems starting

• Find, acquire, engage, understand, nurture, and support customers.

› Brute force coding is expensive, brittle.

• So is purely outsourced approach.

› Introduce new technologies to raise responsiveness for Age of the Customer.

16%

58%

We expect spending to increase for customer-facing applications.

Base: 233 Digital Experience Professionals Source: March 2013, “Digital Experience Delivery Online Survey”

Strongly agree

Agree

Thank you

Clay Richardson

+1 703.584.2630

[email protected]

twitter @passion4process

mailto:[email protected]

Use case demo

360 Customer Support

20130919

©2013 Bonitasoft 36

"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers

unhappy on the Internet, they can each tell 6,000 friends.“Jeff Bezos, Amazon.com


Actors

Support

General• Jan Fisher• Helen Kelly

Advanced• William Jobs• Walter Bates

Onsite Visit

Scheduler• Anthony Nichols

Technician• April Sanchez• Daniela Angelo• Favio Riviera• Anthony Nichols


Case 1 – Receiving a support tweet

Tweet to the support

account

Preliminary Analysis

Case escalation

Request an onsite visit

Schedule a visit Onsite visit Case

closure

User

Jan Fish

er

Jan Fish

er

Anthony Nichols

April Sanch

ez

William Jo

bs

William Jo

bs


Case 2 – Case submission via a mail

Mail to the support account

Preliminary Analysis Resolution Case

closure

User

Jan Fish

er

Helen Kelly

William Jo

bs


Other channels

• Support forms– Web– Mobile

• Call center


Reporting

List of cases

Filter the cases

Cases plotted on

a map

Getting Ideas and Opportunities to Done!

Project Governance and Project Delivery

Ideas Done

eDelta ConsultingSolution Provider to the International Triangle

49

eDeltaConsulti

ng

BAS/CCS

Business and

Technology Solutions

Coming Soon

Bermuda's largest management consulting andbusiness process outsourcing company

Ideas Done

eDelta ConsultingSolution Provider to the International Triangle

50

eDeltaConsulti

ng

BAS/CCS

Business and

Technology Solutions

Coming Soon

Bermuda's largest management consulting andbusiness process outsourcing company

North America – New York / Bermuda / Caribbean

Bermuda / Caribbean / UK Bermuda / UK

Ideas Done

BAS Group Solutions10 Bermuda Based Companies

51

Ideas Done

Getting Ideas and Opportunities to Done!Getting to Done?

52

Ideas and Opportunities Done!

Ideas Done 53

Ideas or Opportunities• Current State• Requirements• End State Goal

Methodology• Project Portfolio Management• Project Management Office• Project Management Life Cycle

Service Desk Application• 10 Companies – One Platform• Multiple Application Interfaces• External Sales Opportunities

Getting Ideas and Opportunities to Done!How we Get to Done

Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) Phase 4 (External Use)

Ideas Done 54

Getting Ideas and Opportunities to Done!What does Done Look Like?


CCS

BASService Desk (POC)

GP

Ideas Done 55



CCS

BASService Desk (Prod)

GP

Ideas Done 56



GP 1 2 3 46

7

8

9

10


CCS

2

3

4

5

Ideas Done 57



External Use (Sales Opportunit

y)

GP 1 2 3 46

7

8

9

10


CCS

2

3

4

5

Ideas Done

Project Governance and Project Delivery

58

o Why Methodology?

o Project Portfolio Management - Governance

o Intake Management – Strategic Alignment

o Integrated Roadmap – Track and Control

o Project Delivery – Project Management Life Cycle (PMLC)


Ideas Done

Why Methodology?Process / Workflow

59

Defines how to manage a project. How to get to DONE!

Control a project, ensuring the objectives are realized

Classifies and organizes project management concepts and methods

Guides the Project Manager or Project Lead through project management activities

Step 1

Step 2

Step 3

Done

Ideas Done

Project Portfolio Management (PPM)

60Project Monitoring & Control: Take necessary measures to ensure the operation of the project runs smoothly.

Project Delivery – Project Managers or Leads (PMs & PLs)

Project Management Office (PMO )

Portfolio Management Committee (PMC)

Pro

ject

Go

vern

ance

Intake Manage

ment

Initiation

Planning

Execution

Closure

Project Monitoring & Control – project duration

Business Process

Current State Analysis

Scope Gap Analysis

Business Process

Future State BPM

SDLC Delivery

Ideas Done

Intake ManagementSummary

61

Project

Idea 3

Idea 2

Idea 1

The purpose of Intake

Management is to increase the

quality of service delivery

Alignment with the Project

Management Life Cycle (PMLC)

Ensure clear priorities by

bringing visibility to potential projects

Improve responsiveness

and communications by

tracking new ideas /

opportunities

Manage pro-actively to ensure project scope and

budget requirements are

understood

Ideas Done

Integrated RoadmapSummary

62

The purpose of the Integrated Roadmap

is to provide the most centralized view possible of Project Portfolio

Management (PPM) activities.

Rolling 18-month (plus) forecast of

projects and activities.

Communication forum for Project

Portfolio Management (PPM), distributed to Project

Stakeholders.

Regular reporting will also be hosted on a

common site (SharePoint).

Project Delivery

Integrated Roadmap

Intake Management

Ideas Done

Project DeliveryProject Management Life Cycle (PMLC) - Quality

63

1. How much to spend?

2. How well to build the project?

3. How long to Go Live: vs. Operational effort to support after Go Live!

Time to MarketHow fast?

SpendHow Much?

ScopeWhat is being Delivered?

QualityHow Good?

DONE

Initiation

PlanningExecution

Closure

Ideas Done

Initiation Planning Execution Closure

Project DeliveryProject Management Life Cycle (PMLC) - Process

64

ABSTRACT RealityFacts & Capabilities

DONE

Initiation

PlanningExecution

Closure

Business Process

Current State Analysis

Scope Gap Analysis

Business Process

Future State BPM

SDLC Delivery

Ideas Done

Questions?

65


BREAK – 20 Minutes


Customer Panel


Meet Bonitasoft’s Select CustomersDoug Farmer

IT Architect

Corporation Service Company

Faizan Subhani

Director, Business Analysis

Teach for America

Joel Schaefer

IT Director

Opera Solutions

70

DESIGN.

70

Bonita Studio

• BPMN 2.0

• Drag-n-drop application development

• Powerful form builder

• Easy connectivity

71

CONNECT.

71

… to almost any Information System

72

RUN. …in Bonita Portal…

72

& Mobile Desktop

73

…or as a standalone application

73


Building an application from scratch

BUSINESS PROCESS

77

Requester Approver Level 1

< $5,000

Approver Level 2

> $5,000

Requester Validation Level 1 Validation level 2

TECHNICAL INTERACTION

78

Requester

REQUESTER

Online Form

Notification

REQUEST INFORMATION

79

Firstname (text)

Lastname (text)

Email (text)

Price (float)

Invoice (Document)

Execution info

Validation (boolean)


CORPORATE WEBSITE

Product & Services descriptions,

References, Webinars, White papers

OPEN SOURCE COMMUNITY

Forums, Contributions, Source Code

twitter.com/bonitasoft

facebook.com/bonitasoftbpm

linkedin.com/groups?gid=3182097

youtube.com/bonitasoft

Thank you, and…STAY CONNECTED WITH US!