What is Business Process Management?

(BPM) and (BPMS) Introduction for Any Audience

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Agenda

Business Process Challenges

What is BPM ?

BPM and BPMS

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Business Processes – Every Business Has ThemSales• Quotes / Pricing• Underwriting• Contract Approval• New Client Onboard• Compensation• Meeting Planning• RFP Admin

Finance• Invoice Admin• Procurement• Project/ Budget Approval• Expense Management• Charge backs• Budget Planning

Marketing• Advertising• Events Management• Packaging & Pricing• Communications• Creative Development

Information Technology• IT Request

Management• Portfolio Management• App / System Support• Incident & Bug Fix• Change Control• Certifications

Customer Service• Case Management• Client Feedback• Inquiry Management• Escalation

Management• SLA Management• Support Services

Renewals

Operations• Inventory Management• Order Fulfillment• Client Management• Events Management• Facilities Management• Award Distribution

Legal• Contract Management• Investigation• New File / Case

Management• Regulatory Filing• Legal Doc

Management

Human Resources• Recruitment• New Hire On-boarding• Compensation Plan &

Admin• Benefits Administration• Performance Management• Training & Career Dev• Employee Status Change• Transfer / Relocation• Leave Management

Tasks/activities and the systems we use to get things done.- An order processed, a new hire on-boarded, etc.

1. Lack of visibility2. Lost requests/information 3. Duplicate work efforts4. Mistakes5. Understanding/knowledge transfer 6. Training/onboarding new employees7. Lack of adherence to policy/compliance8. Long cycle times to process 9. No measurements or metrics 10.…

Workforce and System inefficiencies that lead to poor quality of service, higher costs, customer and employee satisfaction issues.

Typical Process Issues

Process Chaos

What is Business Process Management?

Six Sigma

BPM

PhilosophyLean OfficeCorporate

Culture

ManagementApproach

BPMS

Process Mapping

Process Automation

Workflow

Technology

Value StreamMapping

Methodology

SOA

Flow Charts

Voice of the Customer

- Align processes to strategic goals

-Measure, monitor and continuously improve

- The tools and methods to document, analyze, redesign and monitor processes

- Various software to help capture process information, automate workflow, integrate systems, enforce deadlines and process rules, track and report on business processes

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

Methods and Tools to 1) Capture and document the current process flow 2) Analyze the process for

inefficiencies and 3) Design or map out the

future to-be process.Also central library of

knowledge.

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

Methods and Tools to 1) Capture and document the current process flow 2) Analyze the process for

inefficiencies and 3) Design or map out the

future to-be process.Also central library of

knowledge.

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

Methods and Tools to help perform the tasks and

activities

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

Methods and Tools to help perform the tasks and

activities

Electronic Forms/Screens to capture, route and

present data.(Data from users or

existing systems) – route based on flow diagram

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

Methods and Tools to help perform the tasks and

activities

Definition of deadlines and rules for each step in a

flow/processes to enforce process is followed as

designed

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

Methods and Tools to help perform the tasks and

activities

Access to worklist (inbox) deadlines/alerts through email, on mobile devices or accessible on the web.

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

Reports, Dashboards, Auditing, Real-Time Flow

Progression (status) of individual workflows and aggregate data across all

workflows

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

Reports, Dashboards, Auditing, Real-Time Flow

Progression (status) of individual workflows and aggregate data across all

workflows

How many items were processed in a period, how

long on average does it take, are we within service

levels, trends and more

HR Facilities Manager Employee

HRMS CRM

BPMS Software

BPMSTechnology EnforcesProcess, Provides Visibilityand Metrics

Known status, enforce deadlines, process metrics, etc.

AFTER BPMS

BEFORE BPM

Status?

AFTER BPM HR Facilities Manager Employee

HRMS CRM

BPMMethodology Facilitates Formalizing and Improving the Process

Status?

Now that we have metrics, can we do it betters still ?

Implementing BPM and BPMS

Align Process to Strategic Business Goals

Select or Define a MethodologyWorkshops, As-Is Process Mapping/Analysis

BPMProcess Improvement

BPMS Process Automation/Optimization

Yes

Determine Return on Investment

To-Be Design for

Automation

Candidates for BPMS?

BPMS Business Case/Select BPMS Tool

Prioritize ProjectsSelect Pilot

Implement

To-Be Process and ImprovementRecommendations

All Business Processes

Holistic Approach toBusiness Process Management

Benefits of BPMS

*Significant Top/Bottom Line Results18% y/y operation cost

reduction43% cycle time reduction17% increase in output

* IDC Report

* Project $5.5 Billion spendingThe fastest growing segments in application development

Benefits In Every Industry

Financial ServicesClient On-boarding

80% reduction in cycle time. 60% of manually steps eliminated

TelecommunicationsBilling disputes

Enforce payout policies, reduce duplicates, lower payouts by 10% ($3 million quarterly)

EngineeringTechnical proposal turn-around

80% reduction time in proposal generation leading to a 10% increase in revenue

ManufacturingLogistics/Distressed Shipments

Percentage of Shipments saved increased from 5% to 70% $ 2Million savings per quarter

Numerous Other Examples