achieving service excellence with business process management
DESCRIPTION
How to improve service to your external and internal customers by employing business process management (BPM) to improve processes. Learn more at http://www.OpenTextBPS.comTRANSCRIPT
BUSINESS PROCESS SOLUTIONS 1 Copyright © Open Text Corporation. All rights reserved.
Achieving Service Excellence: Making Every Moment Matter
April 26, 2012
Steve Russell SVP, Research and Development OpenText
BUSINESS PROCESS SOLUTIONS 2
To achieve business excellence, every…
Outcome1
Person2
Process3
Improvement4
Experience5 … matters.
BUSINESS PROCESS SOLUTIONS 3
Every OUTCOME Matters1
BUSINESS PROCESS SOLUTIONS 4
Start Outside-In: Align Strategy with Execution
➤ Goals and objectives➤ Enterprise Models ➤ Relationships
& Future State
Strategy & Enterprise Architecture
➤ Modeling: Current & Future State
➤ Simulation➤ Optimization (Six
Sigma, SCOR, ITIL…)
Process Analysis & Optimization
➤ Design➤ Integration ➤ Automation➤ Metrics and Monitoring
Process Execution & Management
Order Entry System
Field Operations
Production
Finance
Component Vendors
Manufacturing Companies
Product
SubmittedOrder
ScheduledOrder
Order
CompletedOrderNo
Appr
oved
Ord
erYe
s
Rejected OrderNo
Prioritized Order
Yes
Component Parts
Scheduled Order
ProductShipment
1Complete Order
7Ship Product
6Build Product
2Submit Order
4Schedule Order
5Ship
3Approve Credit
GenerateOrder
ExpediteOrder?
CreditApproved?
BUSINESS PROCESS SOLUTIONS 5
Every PERSON Matters
Role
Skills
Work
Goals
2
BUSINESS PROCESS SOLUTIONS 6
Put the User at the Center of Your Design...
BUILDERS MANAGERS
PARTICIPANTS STRATEGISTS
BUSINESS PROCESS SOLUTIONS 7
Every PROCESS Matters3
BUSINESS PROCESS SOLUTIONS 8
Not All Processes Are Created Equal
Structured Process Unstructured Processes
Highly Predictable Unpredictable, Ad-hoc
Straight-through process “Case” management
Model-driven User-driven
BUSINESS PROCESS SOLUTIONS 9
4. Every IMPROVEMENT Matters3
BUSINESS PROCESS SOLUTIONS 10
Build for rapid delivery and reuse of applications
Company Years MBPM-Trained Developers
Processes Deployed
End Users
Industry
AmerisourceBergen 4 6 225 3,000 Life Sciences
Pfizer(Wyeth) 3 7 15 2,500 Life Sciences
CaroMont Health 5 2 90 1,500 Healthcare
Blue Rhino 5 1 26 400 Retail
City of Richmond 3 1 30 1,000 State & Local Govt
Duke Energy 3 4 75 4,500 Energy & Utilities
Glacier Financial 2 1 94 2,000 Financial Services
Martineau Johnson 6 1 40 375 Legal
Michael Best & Friedrich 7 1 45 450 Legal
Talisman Energy 3 0 25 900 Energy & Utilities
Wilmington Trust 7 10 45 2,500 FS/Banking
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David
BUSINESS PROCESS SOLUTIONS 11
Every EXPERIENCE Matters5
BUSINESS PROCESS SOLUTIONS 12
Persona-BasedSystems of Engagement
CloudReady
Mobile & Social
RichExperiences
ContentEnabled
Purposeful,ProcessDriven
Deliver Signature Experiences
BUSINESS PROCESS SOLUTIONS 13
From Strategy to Execution, Make Every Moment Matter.
Start with Desired Outcomes
Design with Your People in Mind
Create Flexible Processes
Build for Rapid Improvement
Deliver Signature Experiences
BUSINESS PROCESS SOLUTIONS 14
Need More Information?
Visit our Website: www.opentextbps.comor Send an email to: [email protected]