a practical guide to implementing smart process applications
DESCRIPTION
From my presentation at Kofax Transform, San Diego, 2014TRANSCRIPT
Sandy Kemsley l www.column2.com l @skemsley
A Practical Guide To
Implementing Smart
Process Applications
Kofax Transform
San Diego 2014
What’s In A Smart Process App?
Smart Process
App
Process Mgmt
Capture
Content Mgmt
External Events
Rules/ Best
Practices User Exper-ience
Collab-oration
Analytics
Copyright Kemsley Design Ltd., 2014
Competing/Complementary
Product Categories Content
• Capture
• ECM
• Correspondence mgmt
Process
• BPM
• Case mgmt
Analytics
• Business intelligence
• Realtime analytics
User Experience
• Social enterprise
• Portals
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Phases Of Creating SPAs
Planning
• Identifying targets
• Understanding requirements
Designing
• Design goals
• Core capabilities
• Deployment configurability
Implementing
• Configuration & personalization
• Mining for runtime patterns
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Planning: Identifying Targets
l Complex knowledge worker environment
l Multiple systems required to get job done
l Manual workarounds and data transcription
l Excessive customization by specialists
l Systems can’t respond to changing needs
l Inability to replatform to cloud and/or mobile
l Insufficient incorporation of best practices
l Long training time
l High error rates and compliance risk
l No predictions/recommendations
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Planning: Identifying Targets
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How current issues impact
your business
Eff
icie
ncy
Accu
rac
y
Co
mp
eti
tive
Ad
van
tag
e
Multiple systems required ✔
Manual workarounds required ✔ ✔
Inflexible systems ✔
Lack of cloud/mobile support ✔ ✔
Long training ✔ ✔
High error rates ✔ ✔
No predictive analytics ✔ ✔ ✔
Planning: Understanding
Requirements
l Structured standard/regulatory processes
l Ad hoc tasks/processes
l Rules for compliance and best practices
l Informational context via content/analytics
l Events from external systems/devices
l Participants and personas
l Internal/external collaboration
l Metrics and analytics
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Planning Example:
Loan Origination l Predefined processes and rules for
compliance
l Customer relationship information as context
l Ad hoc tasks and on-demand collaboration for exception handling, constrained by declarative rules
l Customer as participant with limited functionality
l Predictive recommendations based on customer and aggregate loan data
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Planning Example:
Loan Origination
9
Customer
Information
Ad hoc Tasks &
Collaboration Predefined
Processes
Events
Compliance
Rules
Analytics &
Recommendations
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Designing: Design Goals
l Integrated environment for all functions
l Goal: improved work efficiency and automation
l Domain knowledge and best practices
l Goal: improved work quality
l Configuration-only deployment
l Goal: rapid deployment, business ownership
l Integrated analytics
l Goal: improved insights and recommendations
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Designing: SPA Layers
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SPA Platform (Vendor)
App A
(Vendor)
Ap
p A
/ In
sta
nce
1
Ap
p A
\ In
sta
nce
2
App C
(Partner)
App C
/ Insta
nce
1
App B
(In-house) A
pp
B / In
sta
nce
1
Ap
p B
/ In
sta
nce
2
Ap
p B
/ In
sta
nce
3
Configure
and deploy
Buy and/or
build
Buy
Common Infrastructure Pre-existing
Designing: Core Capabilities
l Common reusable functions/structures l Data/case models
l Organizational models
l Pre-defined processes and checklists
l Organization-wide rules l Regulatory/compliance requirements
l Industry best practices
l Auditing and logging l Analytics and reporting infrastructure
l Platform support l Cloud and mobile
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Designing: What Can Be
Configured During Deployment?
l Functionality
l Models and templates
l Processes
l Rules
l Participants
l Personas and roles
l Access control, including mobile
l User experience
l Branding
l Personalization
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Implementing: Configuration
l Configured by semi-technical analyst
l Guides for instance-specific configuration
l Creation of environments for user personas
l Creation of templates for standard functions
l Personalization by end-user
l Layout personalization
l Creation and sharing of templates/checklists
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Implementing & Iterating:
Mining For Patterns
l Audit trail tracks participants and actions
l Process and content mining to detect
emergent patterns
l Identify and integrate common patterns for
continuous improvement:
l Add to core SPA capabilities
l Modify deployment configuration
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Summary: Best Practices
l Identify SPA targets to maximize business gains
l Exploit capabilities of SPA platform to maximize functionality
l Widen the participants to include customers
l Integrate and automate where possible
l Maximize deployment configurability within best practice guidelines
Copyright Kemsley Design Ltd., 2014
Sandy Kemsley
Kemsley Design Ltd.
email: [email protected]
blog: www.column2.com
twitter: @skemsley
Copyright Kemsley Design Ltd., 2014
Slides at www.slideshare.net/skemsley