Business Process Management with Augment

A Presentation by

AUGMENTVelocis Systems

Agenda

▶ Business Processes and BPM

▶ How does it fit into rest of organization

▶ AUGMENT BPM Platform

▶ A Word About us

Business Processes

Business Process is a situation where a set of Data / documents / instructions / mails / tasks etc. flow across an organization in accordance

with the business rules defined by the organization, with work being done on each

workstep

Why BPM Post deployment of OLTP Systems (ERP) organizations often require

to spend manual effort and focus on:

▶ Bring all workitems into a common bucket so that none gets overlooked / ignored

▶ Ensure Process Standardization▶ Track movement of each workitem

▶Queuing▶ SLA

▶ Ensure optimum resource utilizations and improve productivity▶ Institutionalize mechanism to Handle errors / exceptions▶ Improve Process Control / Monitoring

Why BPM Other Factors Prompting Need For BPM :

▶ Business Processes and Business Rules Prone to frequent Changes

▶ High staff turnover creates need for some refresher mechanism to support training activity

▶ Large organizations often use multiple systems, requiring separately trained executives

▶ Such systems typically do not talk to each other▶ Need to measure/track/compare the productivity of executives▶ Varied quality checking / supervision needs of executives

BPM – Other Imperatives

▶ Business Process capture / generate data▶ This data needs to be synchronized with organizations

database▶ BPM system exchange data with core back end

systems at multiple defined touch points▶ BPM therefore becomes an automated link between

the users and the core back end (ERP) systems

AUGMENT BPM SOLUTION FROM

VELOCIS

▶ Augment▶ BPM Platform▶ RAD Tool▶ EAI

▶ Fast Development/Roll-out Cycles▶ Delivers business critical features

▶Multiple workflow models▶Business rules driven▶Real time operations monitoring▶Process+People performance measurement &

management▶Quality Management▶Compliance Management

AUGMENT

Concept behind Augment

▶ Models Business Processes as discrete process industry▶ Raw material is fed to the plant to be processed to make

finished goods

▶ Quality checks at every stage of the process

▶ Each activity in the process is allocated to a shop floor employee having specific skills and is based on business priority

▶ Data at each process step is recorded for reporting, further analysis and process improvement

How does it work?

Parsing Enginewith ICR/OCR

QC Sampler

Work Allocation Manager

Work Item

Feeder

Raw Material

RM Source(s)• FTP• Mail• Database• Chat• Another Process• etc.

Database

Indexed & ParsedRaw Material

Workflow EngineProcess wise Queues

State wise Qs QC Qs

Web-based user client

Services

Components

▶ Process Server

▶ Process Developer

▶ Process Administrator

AUGMENT Deployment▶ Standard process flow defined on the system

▶ Tools for rapid, intuitive designing▶ Ease of modification

▶ Input workitems converted to electronic form▶ Relevant info / identifiers captured or manually entered ▶ Based on this data WI take relevant paths on workflow▶ System assigns WI to individuals based on

▶ task requirements▶ agent profile▶ organization structure▶ other pre-decided criteria

▶ Agents / FTEs is shown list of WI pending for them▶ The tasks to be carried out are also displayed

AUGMENT BPM Benefits

AUGMENT - Additional Features

▶ Integration with Email – Receive alerts by email. Click on email link to go to workflow review page

▶ Integration with external applications and Databases through XML interface

▶ Integration with FAX▶ Quick development of computation fucntionality▶ Update databases at any step or end of workflow.▶ Version control in forms▶ Attach Documents to Workflows▶ Support for Dynamic Workflows

Augment Infrastructure

Database Server(DB2)

Application Server(WAS)

Web Application Users(Agents, Process Managers…)

Administration Client

Feeders

AUGMENT – Some Observed Benefits▶ A leading BPO reported 30% improvement in its FTE’s

productivity within 18 months of BPM implementation.▶ Another one reported 15% improvement within nine

months of implementation of BPM Solution▶ They also reported 98% accuracy levels in their customer

CTQ’s▶ A software service provider enhanced the satisfaction level

of its staff posted all over the globe, by using BPM to pay their petty cash claims in time.

▶ A leading manufacturer of Commercial Vehicles experienced 40% reduction in TAT’s for key employee centric processes, Errors and Administrative costs. 74% of the employees also felt direct productivity benefits.

Scope for BPM Intervention

▶ Vertical Specific Processes

▶ Relate to Core Business ▶ Are critical for organizational growth▶ Typically tend to be time bound

▶ Common Backend processes applicable across verticals

Some Vertical Specific Processes▶ Banking

▶ Account Opening Process▶ Loan Origination Process▶ LC process▶ BG Process▶ KYC Compliance Process▶ Customer Servicing Process▶ Credit Card Issuance Process▶ Credit Card Charge-back Process▶ Cheque Clearing Process

▶ Retail▶ Purchase Indenting/Approval Process▶ Vendor Registration Process▶ Material Return Process

Some Vertical Specific Processes

▶ Insurance▶ New Business Acquisition Process▶ Customer Services Process▶ Life Insurance Claims Settlement Process▶ Medical Insurance Claims Settlement Process

▶ Telecom▶ Provisioning Process▶ Customer Grievance Redressal Process▶ Sales Agent Appointment Process▶ KYC Compliance Process

Some Vertical Specific Processes

▶ Manufacturing ▶ Customer Service Management▶ RMA Management▶ Indenting/Approval Process▶ Quality/ Compliance Process

▶ Government▶ Citizen Services Management▶ Registration of New Businesses/Factories▶ Project Clearance/Approval Process▶ Passport Issue Process

Typical Horizontal Processes▶ CRM▶ Account Payables/Receivables▶ HR Processes

▶ Recruitment▶ New Employee Joining Process▶ Leave Application/Approval▶ Relocation/Transfer▶ Appraisal/Increment/Promotion▶ Training Nomination Processes▶ Separation/Settlement Process

▶ Indenting/approval processes▶ Procurement Process▶ Issue Tracking▶ Asset Management…………………….

Velocis Systems

IT for Performance

▶Promoted by 1st Generation professionals having Premier Technology and B School background

▶Rich Experience in IT and Telecom Industry ▶Delivering end-to-end award winning IT &

Telecom solutions ▶Proven Track Record of 10+ years▶ 480+ skilled and certified IT and Telecom

Professionals▶ Turnover in FY 08 1100 Mil.▶Projected turnover in FY 09 1600 Mil.

Background

Offerings

BPMInfra design &Deployment&Sustenance

Software Services

Product: AUGMENTConsultingImplementation

Cabling Routing & SwitchingSecurityWirelessUnified CommunicationsOptimization

WorkflowPortalsMessaging & Collab

Remote Management

IT services Consulting

Managed IT solution Sustenance

Managed Services BPM

Our Offerings

Serve more than 200 Pan India Clients Wide Delivery Coverage - at more than 80 locations in India and abroadISO 9001:2000 CertifiedProfessionally Managed – Senior Management with IIT, IIM, FMS and other similarly respectable backgroundStrategic alliances with global leaders like IBM, CISCO, CA, Ericsson etcRoutinely depended upon by partners to highlight product strengths through our case studiesServing some of the most respectable corporate names in the country

Our Credentials

▶ Managing business processes at more than twenty organizations including

▶Honda▶AVIVA▶MEDUSIND▶R Systems▶Apollo Tyres▶CITI Financial

SOME BPM CUSTOMERS

▶ Enterprise/Manufacturing▶ Amway, Honda, Suzuki, Samsung, Yamaha, Wrigley,

Jacob H&G, Rico, Shriram Pistons, Honda Siel, Apollo Tyres, Subros, Bajaj Hindustan, Cargill, Fluor, Eicher, Nokia, Bharti-Airtel, Maruti

▶ Banking Finance Insurance ▶ Aviva, Tata-AIG, CCIL, CRISIL, Religare, IL & FS, Dolat

Capital, Max New York Life, Citi-Financial▶ IT Enabled Services

▶ GE, Fidelity, XL INDIA, L&T InfoTech, IGT, Indus logic, RMSI, MIH, FiServ, Quintiles, R systems, Medusind, IBM Daksh

Other Key Customers

▶ Education▶ IIM Lko, AMU, PEC, Jamia, Amity,

▶ Media & Entertainment▶ CNBC, TURNER, Sahara, CNN, Times of India, NDTV,

Hindustan Times▶ Government & Defence

▶ IFFCO, C-DOT, Mother Dairy, C-DAC, Core of Signals, Railways, Ernet, Indian Airlines, DMRC, IRCTC, NTRO

▶ Hospitality & Healthcare▶ Scope vista, Aman Resort, Apollo, Fortis, Max

Hospital, Vatika Resorts

Some Key Customers