meta mair

BUSINESS PROCESS MANAGEMENT: 

BUSINESS PROCESS MANAGEMENT A case study

Message: 

Message Extending the life of existing infrastructure e-Opportunity – customer participation Integrity, Flexibility and Consistency

Discussion Topics: 

Discussion Topics What is the Problem Why BPM What is BPM How BPM benefits the customer Case Studies

What do Organisations want?: 

What do Organisations want?

What is the Problem?: 

What is the Problem? Focus is on interface Paper flow! Response to business change Changes are time consuming Process is embedded End to end process = multiple applications …..leading to applications being integrated

Organisations Need?: 

Organisations Need? Back end matches the organisation Handle required transaction volume Flexible to changing requirements Faster turn around Monitoring and control Paper managed more effectively.

Discussion Topics: 

Discussion Topics What is the Problem Why BPM What is BPM How BPM benefits the customer Case Studies

Why BPM?: 

Why BPM? Increased ROI Reduce risk in your processes Deliver consistent, quality output Widen participation into the process Extends life of existing infrastructure Drives process improvement Simplified training

Discussion Topics: 

Discussion Topics What is the Problem Why BPM What is BPM How BPM benefits the customer Case Studies

What is BPM?: 

What is BPM?

Slide11: 

BPM Architecture

Slide12: 

BPM – “Drives Improvement” Usual cycle Create 500 page “spec” of all processes RFP Implementation To 2005 “spec” Waiting List for changes – everyone wants something!!! Waiting List for changes Always longer waits Higher costs Units distant from process as the changes need software devt 2005 2006 2007 2008 Big bang cut-over Staggered cutovers reduce risk and pain Unit experts empowered to reconfigure business processes for improvement

Discussion Topics: 

Discussion Topics What is the Problem Why BPM What is BPM How BPM benefits the customer Case Studies

BPM and the Customer: 

BPM and the Customer Need CSA Response Request Customer Interface

BPM delivering benefits: 

BPM delivering benefits Process is end to end Customer directly initiates process Reduced paper flow Every customer interaction captured Channel doesn’t matter Faster throughput

Discussion Topics: 

Discussion Topics What is the Problem Why BPM What is BPM How BPM benefits the customer Case Studies

Case Study 1 - LIM: 

Case Study 1 - LIM Starts with Customer Request Verify what they want Information from multiple areas and sources Information with different levels of integrity Experts to interpret Needs to be collated in a professional manner 5 days to do this

Slide18: 

Resource efficiency Risk mitigation Reliable information on LIM Enhance expertise 5 day maximum turnaround Improved accountability Transition TO FROM Inefficient process Litigation history Data Integrity Issues Manual process Delivery too long Hard to track progress

Slide19: 

CUSTOMER REQUEST Capture / Search Customer Confirm details Control update of Customer data Screenshots

Slide20: 

LIM Address Check Identify property address and location Integrate with GIS

Slide21: 

Retrieve required data and documents for the property LIM Data Collection GIS Maps via Web Services Corp DBs EDRMS Paper Scan District Plan Clauses

Slide22: 

Knowledge Gathering Working in parallel

Slide23: 

Number of build-in escalations and reminders: Unavailability escalation to Supervisor – if task not worked on within 4 hours Reminder e-mail 4 hours before task due Overdue escalation to Supervisor when task not completed on time Escalations Outlook

Slide24: 

Monitor progress of all active LIMs Monitor

Slide25: 

Control content of report Quality Assurance

Slide26: 

LIM Auto Report

Case Study 2: 

Case Study 2 Service organisation Existing applications do the core business Not match all Business Needs Expensive to replace the complete system Customer Centricity Rapid change environment Need to do this quickly

Solution: 

Solution Management Objectives End to end customer lifecycle Improved customer experience Process Efficiencies Future growth

In Conclusion: 

In Conclusion BPM…. Extends the life of existing infrastructure e-Opportunity – customer participation Integrity, Flexibility and Consistency

Want to know more?: 

Want to know more? w w w . I n f o r m a t i o n L e a d e r s h i p . c o m M e t a @ I n f o r m a t i o n L e a d e r s h i p . c o m T r a d e S t a n d