Optimize Process Performance with Analyzer Monitor & BI · Optimize Process Performance with...

1 © 2009 IBM Corporation

Optimize Process Performance with Analyzer, Monitor & Business IntelligencePaul Cheung, Consulting IT Specialist | [email protected]


Agenda

• Performance Optimization

• Requirements & Challenges

• Enablers & Solutions

• Solutions & Demos

• Analyze: Extract the value of information for process improvement

• Monitor: Access real-time information for operational management

• Optimize: Make smart decisions with trusted intelligence


■ Performance■ Performance

■ Process■ Process

■ Information■ Information

Performance Optimization: Requirements & Challenges

� 47% of users don’t have confidence in their information

� 59% of managers miss information they should have used

� 42% of managers use wrong information at least once a week AIIM & Accenture Surveys, 2007

� Improving business processes was the #1 business priority for the 4th consecutive year

� 85% of CIOs see significant change coming over the next 2 years for IT to meet rising business expectations

� 75% of the companies surveyed said their approach to change management was usually informal, ad hoc or improvised IBM CEO Study, 2008

Gartner Executive Program Survey, 2008

� Improving agility to adapt to changing conditions is the #1 pressure facing companies in 2009

� Business intelligence as technology priority is ranked #1 to increased visibility and transparency

Aberdeen Research, 2009


Performance Optimization: Enablers & Solutions

Manage data and content over its lifetime and as part of processes

Customer & Product Profitability

Workforce Optimization

Dynamic Supply Chain Multi-Channel

Marketing

Financial Risk Insight

Business Optimization

OtherInformationSources

Establish and maintain an accurate, trusted view of information

Plan, understand and optimize business performance





IBM FileNet Business Process Management Suite V4.5

Execute OptimizeBuild

P8 Process EngineP8 Process Engine

P8 Content EngineP8 Content Engine

BAM

(Cognos Now!)

BAM

(Cognos Now!)

Process DesignerProcess Designer

Process SimulatorProcess Simulator

Process AnalyzerProcess AnalyzerVisio ConnectorVisio Connector

Agile ECM FrameworkAgile ECM Framework

BPFBPF

eFormseForms

Business Activity Monitor for real-time monitoring

OLAP-based processanalytics & reporting

Integrated process execution & content repository enabling Active Content

Business Process Framework (BPF)for case mgmt & rapid app dev

Leverages Web 2.0 Mashups & Widgets forbuilding Flexible UI elements

Define & runsimulation scenarios

XPDL SupportEnhanced in 4.5 with new features

BPMN modelingusing MS Visio

Cogno 8 BICogno 8 BI

Performance management with reporting, dashboards & scorecarding


Optimize Process Performance: Under the Hood

Event Log

P8 PE P8 CE

WF DefScenario

Sim Data

Process Analyzer

OLAP DB

OLAPData Cubes

Fact TablesP

rodu

ctio

n

� Production Analytics� MS Excel (default)� Optional: Cognos 8 BI, Crystal Reports,

Brio, Business Objects

Process SimulatorSimulation Animation

3rd Party Applications

WebServices

JMSHTTP

EAI

Additional Event Sources

Process Analyzer

OLAP DB

OLAPData Cubes

Fact TablesS

imul

atio

n

Simulation Analytics

Real-Time Data

BAM (Cognos Now!)

In-Streaming DB

Raw Data + Context Data

Views | Rules | Alerts | KPIs

� Operational Dashboard� Activity Monitoring� Event-based alerts & escalations

Cogno 8 BICogno 8 BIHistorical Data

� Batch & Ad-Hoc Reports� Advance Analytics� Planning & Scorecarding


FileNet Process Analyzer (part of FN BPM)• What is it?

• Provides dynamic, chart-based analyses of workflow activities

• OLAP (On-Line Analytical Processing) technology for data analysis

• Offers OOTB & custom reports through MS Excel-based Client

• When do you need it?

• Insight to historical and near-real time process performance for improvement

• Access to statistical process data from Process Engine or Process Simulator

• Allow business users to quickly filter, slice & dice and drill down to detail process info

Extract the value of information for process improvement


How You Can Use Process Analyzer

Drill-down

Filter data(limit dimension

members)

Define data(add or limit data sources)

Add user defined dimensions & measures

Modify chart appearance

(Excel feature)Keep or refresh data (Excel feature)

• Measure: Processes• Workflows• Queues• Steps• Users

• Leverage: Reporting Cubes• Workload• Workflow processing time• Queue load• Work item processing time• Work-In-Progress

• Optimize: End-User App• MS Excel (default)• Cognos 8 BI• Crystal Reports• Brio Reports• SAP Business Objects


FileNet Business Activity Monitor (Cognos Now!)• What is it?

• “A way to gain meaningful, instant visibility into enterprise operations”(Gartner)

• Enables business users to measure, monitor and manage business performance

• Works with Process Analyzer, WPS & 3rd party applications to monitor business activities

• When do you need it?• Empower business users with control

& access to critical operational info• Quickly respond to events as they

occur or better yet…proactively monitor events

• Greater insight into business performance across multiple systems & functions, in near real-time

Access real-time information for operational management

--Send E-Mail

Visual Alert

Send SMS

Send Page

Launch Process

Invoke Web Service

Action!Action!

VisibilityVisibility


How You Can Use BAMIndustry Use Scenarios Metrics

• Service level assurance• Call center & BPO staffing

optimization• Fraud detection &

compliance enforcement

• Time to resolution• Average calls per hour• Complaint types & sources• Escalation frequency• Average cycle time

• Claims processing • On-boarding / enrollment• Fraud detection• Workload management• Account origination• Mortgage loan processing

• Average processing time• Total process cost• Error rate & correction costs• Fraud alerts & detections• Customer retention rate• Credit score & risk ratio

• Case management• Fraud monitoring• Workforce optimization• Suppliers management

• Open to close case ratio• Exceptions & escalations• Active cases to agent ratio• Delivery default rateGovernment

Cross-Industry

Financial Services & Insurance


Business Intelligence (BI) for Performance Management• What is it?

• Enables everyone across an organization to make faster, better decisions

• Provides breadth of capabilities from reporting, and analysis, to dashboards and scorecarding

• Delivers relevant, trusted information from across multiple enterprise sources including transactional systems, data warehouses (relational and OLAP-based), and modern sources like XML

• When do you need it?• Enterprise level reporting capabilities and

robust analytical tools

• Provides a comprehensive, consolidated view of BPM & other business data

• Provide contextual information & intelligence to business users for ad-hoc reporting & decision making Make smart decisions with trusted intelligence


Three Questions that Drive Performance

IT

SALES

MARKETING

CUSTOMERSERVICE

HR

OPERATIONS

PRODUCTDEVELOPMENT

FINANCE

Why?How are we doing?

What should we be doing?

12


How You Can Use BI for Performance Management

IT

SALES

MARKETING

CUSTOMERSERVICE

HR

OPERATIONS

PRODUCTDEVELOPMENT

FINANCE

Measuring &Monitoring

Reporting &Analysis

Planning

13


A Sample Use Case with ECM, BPM & BI

• Financial Reporting

• Applicable Industry: Cross Industries

• Sample Content & Information Assets:• Income Statement• Balance Sheet• Capital Expenditure• Budget Plan

• Embed review and approval Process to monthly, quarterly, and annual financial report cycles

• Include BI reports as Content and check into repository to allow versioning and collaboration

• Ensure Compliance with audit trail, content and record management capabilities


Business Background

� Improve customer service & increase customer service agent productivity in auto loans and leases organization

� Comply with corporate records policy

� Monitor process productivity

Customer Case Study 1

� Diversified automotive corp.

� 18th-largest privately held U.S. company with $11.1B revenue

� 4,600 associates

� On InformationWeek 500 list of leading technology innovators for

Key Objectives

� Faster customer transaction execution

� Time & cost savings via elimination of 168,000 printed pages annually

� Cost-savings & compliance with automated record declaration

� Business process metrics provided to Cognos to monitor overall productivity & performance

Solutions Delivered to Date

Results

� Integrated P8 Platform� Content: Content Manager � Process: BPM, BPF,

eForms, Process Analyzer and BAM

� Compliance: Records Manager

� Other Integrations� Citrix portal

application framework

� Cognos 8 BI � Mainframe CICS

system & SQL DB


Business Background

� Automation of manual processes

� Integrate various systems for more seamless access & info retrieval

� Improve customer service

� Improve productivity

� Improve KPI reporting & management

Customer Case Study 2

� One of the largest banks in Australia

� One of the top 15 publicly listed companies in Australia

� Over 8,500 employees

Key Objectives

� Reduced manual processing

� Reduced paperwork

� Better process management through real time & historical reporting

� Improved Performance Management and Workload balancing

� End–to–End Process Refinement

� Component Reusability

Processes Delivered to Date

Results

� Business Services� High volume, low

complexity requests� Short lived workflow� Minimal host integration� E.g., disputes, customer

admins, estate mgmt

� Loan Services� Low volume but complex

Business Rules� Long lived workflow� Extensive host integration � E.g., Repaid loans, full &

partial discharges, substitutions, loan admins


IBM ECM Customer Case Study: Process Map (Process Designer & Simulator)


IBM ECM Customer Case Study: User Interface (eForms & BPM)


IBM ECM Customer Case Study: Loan Servicing Work Queues (BPM & BAM)


IBM ECM Customer Case Study: SLA Monitoring (BAM) with Drill-Down


Analyze, Monitor, and Optimize Your Processes




■ Optimize■ Optimize

■ Monitor■ Monitor

■ Analyze■ Analyze

FinancialFinancial InsuranceInsurance GovernmentGovernment ManufacturingManufacturing Cross IndustryCross Industry


Disclaimer

© Copyright IBM Corporation 2009. All rights reserve d.U.S. Government Users Restricted Rights - Use, dupli cation or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.

THE INFORMATION CONTAINED IN THIS PRESENTATION IS P ROVIDED FOR INFORMATIONAL PURPOSES ONLY. WHILE EFFORTS WERE MADE TO VERIFY THE COMPLETE NESS AND ACCURACY OF THE INFORMATION CONTAINED IN THIS PRESENTATION, IT IS P ROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. IN ADDITION, THIS INF ORMATION IS BASED ON IBM’S CURRENT PRODUCT PLANS AND STRATEGY, WHICH ARE SUBJECT TO CH ANGE BY IBM WITHOUT NOTICE. IBM SHALL NOT BE RESPONSIBLE FOR ANY DAMAGES ARISING OU T OF THE USE OF, OR OTHERWISE RELATED TO, THIS PRESENTATION OR ANY OTHER DOCUMENT ATION. NOTHING CONTAINED IN THIS PRESENTATION IS INTENDED TO, NOR SHALL HAVE THE EFF ECT OF, CREATING ANY WARRANTIES OR REPRESENTATIONS FROM IBM (OR ITS SUPPLIERS OR LICEN SORS), OR ALTERING THE TERMS AND CONDITIONS OF ANY AGREEMENT OR LICENSE GOVERNING TH E USE OF IBM PRODUCTS AND/OR SOFTWARE.

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Thank You!

Paul Cheung, Consulting IT Specialist | [email protected]

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