Onboarding and BPM
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Transcript of Onboarding and BPM
Sandy Kemsley l www.column2.com l @skemsley
Onboarding & BPM
Transforming Onboarding with Business, IT and
Technology
The Business Of Onboarding
Copyright Kemsley Design Ltd., 2014 2
Why Do We Care About Good
Onboarding?
First impressions impact customer satisfaction
Must satisfy regulatory and compliance
requirements
High risk if not done well
Copyright Kemsley Design Ltd., 2014 3
Business Metrics For Onboarding
Time to completion
Number of customer callbacks
Customer satisfaction
Error/rework rate
Problem resolution time
Regulatory compliance
Process agility
Cross-selling
Faster
Better
Cheaper
… and Compliant
Copyright Kemsley Design Ltd., 2014 4
Why Is Good Onboarding So Difficult?
Complex processes
Ad hoc knowledge-intensive work
Rules- and data-driven
Time-sensitive
Content-rich
Multiple systems
External participants
Conflicting goals of
compliance, efficiency
and customer
satisfaction
Copyright Kemsley Design Ltd., 2014 5
The Case For BPM And Onboarding
Copyright Kemsley Design Ltd., 2014 6
How Can BPM Improve Onboarding?
Shared understanding of process
All customer information in one
place
Automate where possible
Enforce rules and best practices
Monitor and predict outcomes
External events trigger actions
Support knowledge
workers of all skill
levels with
information-rich
environment
Copyright Kemsley Design Ltd., 2014 7
Integrated BPM Components
For Onboarding
Copyright Kemsley Design Ltd., 2014 8
Customer
Information
Ad hoc Tasks &
CollaborationPredefined
Processes
Events
Compliance
& Rules
Analytics &
Recommendations
Technology Capabilities For
Onboarding
Process modeling
Predefined workflows
Ad hoc tasks
Checklists
Smart forms
Case management
Collaboration
Business rules
Analytics
Content management
Customer self-service
Event processing
System integration
Smart process applications
Agile model-driven development
Copyright Kemsley Design Ltd., 2014 9
Getting Started With BPM And
Onboarding
Copyright Kemsley Design Ltd., 2014 10
Analyze The “As Is”
Model the current process
Analyze areas for improvement:
l Bottlenecks
l Unnecessary steps
l Compliance activities
Collect operational metrics
Identify risks
Copyright Kemsley Design Ltd., 2014 11
Start Simple (But Not Small)
Implement core onboarding application:
l Case management or smart process application
l User-created checklists and tasks
l Business rules
l Internal collaboration
Minimize customization and integration
Expose analytics for customer self-service
Copyright Kemsley Design Ltd., 2014 12
Expand As Justified
Additional Functionality Expected Gains
Integrate other systems (e.g., HR, ERP) Efficiency
Reduced errors
Allow customers to fill online forms and
upload documents
Efficiency
Reduced errors
Customer satisfaction
External collaboration Cycle time
Customer satisfaction
Refactor user-created checklists to standard
processes/rules
Efficiency
Compliance
Predictive analytics to detect cases at risk Compliance
Customer satisfaction
Copyright Kemsley Design Ltd., 2014 13
Creating An Agile Onboarding
Application
Copyright Kemsley Design Ltd., 2014 14
Designing For Agile Delivery
Copyright Kemsley Design Ltd., 2014 15
Case Management/Process App Platform
Onboarding
Application
Co
mm
erc
ial
Sm
all
Bu
sin
ess
Application C
Ap
p C
/ In
sta
nce
1
Application B
Ap
p B
/ In
sta
nce
1
Ap
p B
/ In
sta
nce
2
Configure
and deploy
Buy and/or
build
Buy
Common InfrastructurePre-existingP
ers
on
al
Required Infrastructure
Integrated user environment
Consolidated logging and analytics
Data management and models
Enterprise service bus integration
Mobile/cloud support
Common to all
application
development
Copyright Kemsley Design Ltd., 2014 16
Core Onboarding Functions
Predefined processes/checklists
for regulatory compliance
Common data models
Common organizational models
Organization-wide rules
Rules-driven customer folder for
content capture
Common to all
onboarding instances
Copyright Kemsley Design Ltd., 2014 17
Configurable Per Onboarding Instance
Local processes and checklists
Rules parameters
User role access
Predefined user experience
layouts
Specific to onboarding
instance
Copyright Kemsley Design Ltd., 2014 18
Key Takeaways
Provide a content-rich environment for knowledge
workers
Use rules to enforce compliance and best practices
Automate where possible, with flexibility for regional
variations
Consider buy/build of a configurable onboarding
application that can be deployed in multiple
instances
Copyright Kemsley Design Ltd., 2014 19
Copyright Kemsley Design Ltd., 2014 20
Sandy Kemsley
Kemsley Design Ltd.
email: [email protected]
blog: www.column2.com
twitter: @skemsley