APPIAN - IBANK

Copyright © 2010 Appian Corporation. All rights reserved.

BPM And ROI: Can Process Improvement Really Deliver a Return on Investment?

Malcolm Ross

Director Product Management

Copyright © 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

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Agenda

Identifying the Right Process for your first BPM project

Rolling-Out a BPM Project Centers of Excellence Continuous Process Improvement The BPM Maturity Model

ROI Case-Study


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Identifying the Right Process for BPM

Order to Cash Inventory Management

Employee On-boarding

IT Help Desk

Claim Processing

Ordering

Business Cards

Customer Service

Purchase Requests


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Measuring Value

0 2 4 6 8

Rating

Measuring Value

Current Performance

Breadth of User Base

Frequency of Use

Executive Sponsorship

Financial Value

Strategic Value

Rating Value Current Performance Breadth of User Base Frequency of Use Executive Sponsorship Financial Value Strategic Value


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Measuring Complexity

Rating Complexity Integrations Breadth of User Base Size of Process Complexity of Rules Number of Exceptions Maturity

0 2 4 6 8

Rating

Measuring Complexity

Integrations

Breadth of User Base

Size of Process

Complexity of Rules

Number of Exceptions

Maturity


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Preparing – Creating a Center of Excellence for BPM

Business Process Director

Change Management Coordinator

BPM Knowledge Manager

Consultant

Business Process Architect

Chief Operating Officer

Process Project Manager

The COE helps facilitate BPM initiatives and disciplines around the organization rather than actual delivery on projects.

COE Responsibilities Prioritize Processes Definition of Process Development Lifecycle (PDLC) Definition of BPM Implementation Methodology Establishment of BPM Standards Establishment of BPM Best Practices Maintenance of Process Library and BPM Knowledge Base Evaluation of Process Performance Review of Architecture / Sizing Parameters


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Roll-Out and Continuous Process Improvement


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Ser

vice

Off

eri

ng


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Appian BPM Maturity Model

Level 1 Level 2 Level 3 Level 4

Enablement Enhancement Excellence

Ap

pia

n B

PM

Pe

rfo

rma

nce

Individual

Project

Program

Enterprise

• Enterprise BPM Roadmap

- Planning & Vision• BPM Center of Excellence

• Solution Architecture & Best

Practices

• Dedicated Services• On-Demand Services

• Health Check• Benefit Analysis

• Quick Start• Turnkey

• Expert Staffing

• Live in 20/40/60• Product & Skills Training

• Knowledge Transfer

Appian Service

Offerings Drive Value

Skilled individuals on the AE software

Copyright © 2007 Appian Corporation. All rights reserved.

Enterprise Rent-A-Car, Southern CA

David Belt

I.S. Manager / Senior Analyst

Business Development


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Company Background

Founded in 1957, Family owned, Headquartered in St. Louis, MO

Largest rental car company in North America with offices in UK, Ireland and Germany Ranked highest in customer satisfaction by J.D. Power and

Associates eight out of the last nine years Ranked 18 – Forbes “500 largest Private Companies in America” Fiscal 2007 revenue $9.5 Billion 7,900+ rental branches with 800,000 cars in fleet 65,000+ employees

Acquired Vanguard Car Rental, August 2007 – National and Alamo


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Focus of Implementation

Southern California (Group 32) is the largest operating group with ~85,000 vehicles in fleet across 4 lines of business.

Focus on improving back office processes to increase efficiency.

Vehicle Maintenance and Vehicle Repair (Body Shop) payables represents largest volume of payables activity.


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Business Challenges – Vehicle Maintenance Payables

Challenges High Volume - 18,000+

invoices/month Highly manual process Paper intensive “In-box”

system Cross-functional Geographically dispersed

workforce Complex business rules

inconsistently applied

Manual process hampered our ability to support a consolidated AP initiative.

Transaction Volume

180

185

190

195

200

205210

215

220

225

230

FY04 FY05 FY06 FY07

(000's)

Touchpoints

1.5

2.0

2.5

3.0

3.5

4.0

4.5

FY04 FY05 FY06 FY07

(mils)


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Why BPM as a Solution

Goals Automate non-value added tasks. Expedite workflow between functional areas. Centralized processing / Distributed decisions. Reduce errors through consistent application of complex

business rules. Increase controls through process consistency. Increase productivity through process visibility.

Expected Benefits Consolidation of the AP function Reduction of human touch points


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Vehicle Maintenance Payables Implementation

Overview Available to ~60 employees in 2 departments. Regional Vehicle Repair and Group Accounts Payable.

Development and deployment Ground up re-design of the Vehicle Maintenance Payables process. ~6 months from start of development to 1st go-live. 1 Enterprise Developer and a 6 week quick start with an Appian

resource. Ongoing enhancements post-release.

Rollout schedule 8 week Pilot with 1 Region. Rolled out remaining 12 Regions over 12 weeks. 100% of Maintenance Payables now processed through Appian. 2nd application of Appian (Body Shop Payables) took only 6 weeks

from start of development to pilot.


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Measurable Benefits

Process Efficiency Gains Human Steps to Process an Invoice

Pre-Appian: 9 – 19 Post-Appian: 0 – 7

40% Auto-Approval rate

Process Visibility Pre-Appian

No actionable measure of productivity No visibility to invoices in process

Post-Appian Real-time productivity reporting allows supervisors to actively

manage their staff Able to easily identify where “missing” invoices are held up


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Vehicle Maintenance Payables – AP Home Page


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Vehicle Maintenance Payables – AP Dashboard


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Vehicle Maintenance Payables – AP Dashboard (cont.)


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VM Payables – Regional VR Task


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VM Payables – Regional VR Task (cont.)


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VM Payables – Regional VR Task (cont.)


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VM Payables – Productivity Reporting


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VM Payables – Process Visibility to Users


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VM Payables – Process Visibility to Users (cont.)


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Appian Quick Facts

COMPANYCorporate HQ: Reston, VA (near Washington, DC)EMEA HQ: London, England Founded: 1999 (11 years of profitable growth)

PRODUCTSAppian Enterprise

Rated a Leader in Enterprise BPM Suites by Forrester and GartnerThe world’s most innovative BPM suite

Appian AnywhereOnly Complete BPM Suite Available in an On-Demand SaaS Offering

BPM Applications, Templates and CollaborationAppian for IT Services, Project Mgmt, Marketing Requests, Compliance,

Procurement, HR Recruiting, SharePoint and more

CUSTOMERSCustomers: Financial Services, Mfg, Retail, Telco, Services and

GovernmentDeployed Seats: > 3 million

APPIAN - IBANK

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