a practical guide to implementing smart process applications

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

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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: sandy@kemsleydesign.com

blog: www.column2.com

twitter: @skemsley

Copyright Kemsley Design Ltd., 2014

Slides at www.slideshare.net/skemsley