Query and Workflow Management Project 5 th October 2009.

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Query and Workflow Query and Workflow Management Project Management Project 5 5 th th October 2009 October 2009

Transcript of Query and Workflow Management Project 5 th October 2009.

Query and Workflow Management Query and Workflow Management Project Project

55thth October 2009 October 2009

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Dave Addison Project Manager

Michelle Fergusson Project Officer

Dave Ackers Customer Data Services Manager

Emma Lyndon Customer Data Services Officer

Welcome & Introductions

Welcome to the Query and Workflow Management Project awareness seminar.

Thank you for attending. We hope that you find it informative and that you are able to share a customer perspective with us during this afternoon

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AGENDA

Aims & Objectives

ConQuest - History / Background ConQuest – new for old Project Approach Impacts and benefits

Requirements Gathering

Summary

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Before we start….

Fire Alarm – no planned test expected today

Coffee break around 14.00

Aim to finish around 15.30

Copies of the presentation will be sent out

AIMS & OBJECTIVESAIMS & OBJECTIVES

What we hope to achieveWhat we hope to achieve

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Aims & Objectives

AIMS Extend the awareness of the Q&WF Management Project Explain scope of the Project Engage with you at an early stage

OBJECTIVES We will communicate the aims of this forum We will tell you what we currently know Jointly we will stimulate thoughts and generate input You will be better informed We will have answered your questions You can share this session with interested parties We will discuss and agree engagement principles and approach

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Principles of the Project

We have immediate drivers Provide a stable system for Query Management Ensure Continuity of Service

We are seeking to minimise changes to external users But… there will be some change There may be some changes from you that we can incorporate

Primary objective Providing a functional Query Management Service to Users

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Terms of Engagement

Terms of Engagement External User Group Forum

Communication on Progress Business Forum to highlight and discuss Impacts

Approval of Change UKLink Committee (Technical)

Communication xoserve.com / email / operational meetings / Shipper eNews Interim Updates

Meetings Venue / Frequency Updates to other Established Forum?

ConQuestConQuest

History & BackgroundHistory & Background

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ConQuest - History & Background

ConQuest was a ‘state of the art’ workflow management tool back in 2001/02.

It replaced its fore-runner the Query Management System (QMS) - predominantly paper based

It was modified during 2003 when MOD565 was introduced

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ConQuest - History & Background

Circa 1m Contacts sent in by Shippers since 2001*

A further 1m Contacts added from other sources*

The User Group has grown to circa 5370*

It has served us well for 8 years – time to retire it

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Current User Group

Total number of active users in ConQuest database – 5370

Total who have not accessed system for >6 months – 4434

Conquest Users that only use the system to search and view queries are deemed inactive.

System activity is denoted by either logging a query or responding to an outstanding request for information/action.

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Housekeeping Procedure

We currently manage a ConQuest Housekeeping Exercise on a bi-monthly basis

A list of any ConQuest users who have not raised a query within the last six months is produced.

The list is issued to our shipper contacts, asking for it to be reviewed and then each shipper to advise of accounts that are either still required or that can be deleted.

This process is essential to help manage system integrity and also to ensure we have an accurate user base.

ConQuest Housekeeping will need to continue until the Q&WFM Project implements. Your continued help and support with this initiative is appreciated.

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Volume vs Medium

Received c250k queries (Aug08-Jul09) Majority of these are raised through 13 Operational Query Codes

These have been received by the following mediums: July 49% Web 51% EFT August 53% Web 47% EFT September 45% Web 55% EFT

ConQuestConQuest

Out with the Old, in with the NewOut with the Old, in with the New

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ConQuest – new for old

ConQuest is operating on outdated technology

Higher incidence of failure

Limited ability to change the existing system

xoserve is looking for optimisation but the primary aim is to provide a stable platform and maintain delivery of service

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Criteria for change

The new system should…

be easy to maintain

maximise tool capability for business benefit

be easier to change

be scalable to accommodate additional business processes

be User friendly

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What is replacing ConQuest?

Business Process Management Suite (BPMS) It is more than just a workflow

What are Business Process Management suites? BPMS Systems are the most comprehensive and evolved type of

business management technology It provides an environment to more fully support the whole process

lifecycle & identify the impacts of change. Processes can be readily changed often reducing development

timescales It includes business process analysis tools, business process

modelling tools, workflow and others

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Why did we choose BPMS?

Five reasons for choosing BPMS

Simplification Efficiency Compliance & Control Agility Continuous improvement

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Why did we choose BPMS?

BPMS has been chosen as the strategic solution to replace ConQuest for query and workflow management as it: -

Is a recognised contemporary solution for workflow related processes

Provides process analysis and simulation tools Provides better integration between business, systems and

processes Links with other systems to support automation Better interface with business through process modelling

Scalable solution Offers capability that will support additional non ConQuest processes

Project ApproachProject Approach

How are we going to do this…?How are we going to do this…?

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Project Principles

The principles being applied are that…

we will seek to minimise change to external Users

changes identified will be communicated

there will be consequential improvements in the way we do things

efficiencies will be identified and adopted

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BPMS Lifecycle

Discover Model Deploy Monitor

Change Management

OptimiseAnd

Manage

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Modelling and Simulation

Discover Model

Identifies where changes to processes add / reduce value eg. cost / effort reduction

Facilitates process improvement & assessment of potential change eg. reduced analysis, quantify benefits, eliminate non beneficial changes

More ‘inclusive change cycle’. Increased User involvement in requirements, analysis and design

Provides platform for standard process definition

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Implementation and Execution

Deploy

Greater system integration capability Auto generation of code reduces development lifecycle for technical changes Reduces bespoke code Definition of parameterised business rules facilities future change Definition of ‘services’ required to enable cross process re-use

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Monitor and Optimise

Monitor

OptimiseAnd

Manage

Measurement highlights ‘pain points’ and where change needs to be focused ‘Real time’ measurement of business processes Shows what is really taking place vs what is believed to be taking place Enables continuous process improvement applied through modelling &

simulation

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BPMS Lifecycle

Discover Model Deploy Monitor

Change Management

OptimiseAnd

Manage

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Indicative Project Timeline

Activities to date

Project – Delivery Stage Start – Oct’09

2 Phases: - Phase 1 – ConQuest Processes Phase 2 – Other xoserve processes with workflow characteristics that

integrate with other parties

Each phase runs concurrently

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Indicative Milestone Dates

Project Start (Oct’09)

Modelling & Design (Oct’09 – Mar’10)

Phase 1 Dev’t (Apr’10-Aug’10)

Shipper Testing (Aug’10)

Oct’09

Ph 1 Implementation (Sep’10)

Phase 2 Dev’t (Sep’10 – Jan’11)

Ph 2 Implementation (Jan’11)

Project Completion (Mar’11)

Mar’11

Impacts & BenefitsImpacts & Benefits

Short, Medium & Long TermShort, Medium & Long Term

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Impacts - Interface

Web User Interface The IP Address WILL change

Planned to replicate ConQuest screens

If there are consequential changes, we’ll discuss them with you

File Interface Planned to retain formats

Data modelling might identify changes, we’ll discuss them with you

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Impacts – Access Controls

Security Requirements Browser based solution. As now, access limited to own

data.

Password management (in line with IAD) Amendment of password every 30 days Password format convention Ability to reset password Time out

Management of User accounts Inactive accounts locked after [3] months

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Benefits

Increased system resilience

Ability to incorporate industry changes

Increased responsiveness to change

Consequential Improvement in system response times

Increased process efficiency? Data and Process Modelling Business Analysis and Review to Identify Efficiencies

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Initiatives – An Example - Contact Creation Templates

Background

Standardised Contact Explanations were issued for all query codes in September 2009.

The standardising of the text was introduced following an internal review that identified that contact explanations varied considerably, often with essential information missing, required to resolve the query.

Benefits

The standardised text will ensure that all details are provided first time Will reduce the rejection/data clarification rate due to incomplete details. A

reduction of 50% was seen with the introduction of the CDQ/RFA templates Will speed up the resolution of each query The standardised text will mean that those who submit queries don’t have to think

about how to articulate each variety of query

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Possible Initiatives

Standard Creation Templates

With the introduction of BPMS we are looking to create standard templates for use when logging a query

We envisage drop down menu’s will be available for each query code where you can select contact explanation templates, reducing manual data entry.

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Initiatives – Contact Creation Templates

The Good…… Alternative Address fields fully completed

Standardised text is used

[email protected]

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Initiatives – Contact Creation Templates

The Bad…… Alternative Address fields not used

Partial Address in Contact Explanation

[email protected]

Requirements GatheringRequirements Gathering

Wouldn’t it be good if…..Wouldn’t it be good if…..

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Requirements Gathering

Propose a group discussion…

Capture as: Cosmetic Functional Non-Functional

Record: Consensus change Benefits only a selected User Group

Timescales Short / Medium / Long Term

Lead Proposer Any clarifications

Document, Assess and Replay at the next meeting

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Some of your Ideas offered….

Improve response times This relates to the time lapse between key depression and screen refresh

Auto populate the address Instead of the User having to manually complete the address held on UK-Link it would be good if this was pre-filled

Provide on-line help This could be in the form of a link to a User Guide or pop-up windows (as you hover over a field) that give useful Hints & Tips

Reduce the number of ‘page turning’ to get to where you want to go

Provide a menu page that gives Users the ability to navigate more directly to desired page

Integration with other xoserve Systems

Live validation of data against source systems

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Some Ideas offered….

Single User Sign On Log in once to xoserve web services…

Group DiscussionGroup Discussion

Over to you!Over to you!

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Conclusion

Did we meet our Aims & Objectives?

AIMS Extend the awareness of the Q&WF Management Project Explain scope of the Project Engage with you at an early stage

OBJECTIVES We will Communicate the aims of this forum We will tell you what we currently know Jointly we will stimulate thoughts and generate input You will be better informed We will have answered your questions You can share this session with interested parties We will discuss and agree engagement principles and approach

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Next Steps

Submission of Requirement Requests By 30th October

Assessment by xoserve Project Team Playback at next Q&WFM Meeting December 2009