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‘SMART BPM’ Enabling Digital Transformation - Wave II

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Orange - Problem StatementWe have seen SMART BPM an Agile way to Enable Digital Transformation for Process / System Transformation.

“We need to improve our service assurance system/ process in Agile way.”

ChristianOrange

CIO

OCEANE Overview Resource & Service Trouble Ticket 10 millions TT / year 40000 users (incl. 3000 concur.) up to 40 countries/organization

worldwide 50 000 SMS (alert ) 1.3 million mails (event)

TRANSFORM OCEANE DIGITALLY

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Working towards one objective – demonstrating ‘SMART BPM’Enabling Digital Transformation for Process / System Transformation

SMART BPMDigital Enterprise Suite Disco

TEAMTOGETHER EVERYONE ACHIEVES MORE

CHAMPIONS

PARTICIPANTS

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Smart BPM – Concept

ABPD - Automated Business Process

Discovery

SBPV – Smart Business Process

validation

ABPG - Automated Business Process

Guidance

SBPF - Smart Business Process

Framework Mapping

EBPF -Enhanced Business Process

Framework

SPPA- Smart Predictive & Prescriptive

Analysis

SBPI - Smart Business Process

Improvement

SBPF

ABPD

SBPV

ABPG

EBPF

SPPA

SBPI

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SBPF

ABPD

SBPV

ABPG

EBPF

SPPA

SBPI

WHY SMART BPM

- Fewer ResourcesCost

Effective

- Accelerated Lifecycle

- Greater Transparency- Fact-based

- Impervious to Complexity

Fast

Accurate

- Minutes vs. Weeks- Legacy vs. Digital

IndustryAgnosti

c

Industry Framework Mapping

Analytics

- Evaluate- Simulate - Predict

Monitor- Performance- Bottlenecks- Infinite loops

- Manual Vs Automated

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The Problem

The products and services we provide to our customers require large scale and complex business processes which needs to be transformed.

Fault Management System Transformation – so that the redundant and unused functional parts in the current system can be identified and there by system transformation strategy can be defined.

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PRE-DISCOVERY PHASE: Scope finalization Schedule Meetings

PROJECT PLAN: INTERVIEWS & FLOOR WALK: Sessions with SME to understand and capture the AS IS process , pain points and issues

TIME & MOTION ANALYSIS:• Identifying the pain points and

improvement opportunities • Gathering volumetric details

IPC Order count CT

IPC1 33 40

IPC2 32 42

IPC3 35 41

IPC4 28 37

MANUAL PROCESS MODEL

Current State Process Discovery & Analysis - Manual

RECOMMENDATIONS

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Automated Business Process Discovery(ABPD) & Smart Business Process Validation(SBPV)

PRE-DISCOVERY PHASE: Scope finalization Study system architecture Request desired Transaction logs

VALIDATE RESULTS: Sessions with SME to validate, pain points and issues

PROJECT PLAN: AUTOMATED PROCESS DISCOVERY:

SMART PROCESS VALIDATIONS & ANIMATION

Process models are entirely computer generated and requires no human input.

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Illustrative example of Manual vs Automated Outputs

Manual Discovery Automated Discovery

Required Resources5 FTE + 4

ConsultantsProject Hours consumed 2500 HrsUse Case Discovered 3Use Case Variance Discovered 3Fallout locations Discovered 5Performance Issue identified 4

Required Resources 2 ConsultantsProject Hours consumed 200 HrsUse Case Discovered 4Use Case Variance Discovered 4Fallout locations Discovered 7Performance Issue identified 4

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Events over Time Activity over Time Log Summary

Activity Summary

Activity Pareto

Fault Mgmt Online Application – Performance Analysis

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Fault Mgmt Online Application – Performance AnalysisWebpages contribute for 93% of the total events Total 519 variants, Top 6 variants covers 60% of the Cases

Events/ Minute over Period of time showing Peak and Bottom period

From Page To Page Frequency % of Total Events

TIC-SC164: TICKETS LISTS TIC-SC076 – TICKET INTERVENTION 5664 5%

TIC-SC076 – TICKET INTERVENTION TIC-SC089: TICKET COMMENT 5211 4%

TIC-SC089: TICKET COMMENT TIC-SC164: TICKETS LISTS 3037 2%TIC-SC076 – TICKET

INTERVENTION TIC-SC063: Ticket Detail 2954 2%

TIC-SC089: TICKET COMMENT TIC-SC076 – TICKET INTERVENTION 2446 2%

TIC-SC063: Ticket Detail TIC-SC076 – TICKET INTERVENTION 2335 2%

Top 6 Activity Transitions

Webpages Relative Frequency

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POST-DISCOVERY PHASE: Export Process in XML format

AUTOMATED PROCESS CREATIONTicket Process Mapped to BPMN 2.0 Process Flow • Activities , Gateways created as per discovered

process flow

PROCESS ANIMATION• Attachment of Documents

( Instructions ,Rules, Example ) attached activity

• Videos and tutorials explain steps in details linked to Activity

ABPG – Automated Business Process Guidance AUTOMATED PROCESS MODELOn single click process discovered process is converted to industry standard process model.

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SBPF - Smart Business Process Framework Mapping Using latest BPF (eTOM) version

BPMN 2.0 Process Flow : Activity mapping to BPF (eTOM) Framework :

Who is the actor?

What activity is done?

When to be done?

Which system?

Why is it done ?

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TMF Fx-16 Contribution Status

Existing TMF Matrices Mapping

Proposed Metric1- % Usefulness of webpage

Description: Usability of web pages in an online portal. It can be calculated using following formula:-Visit to web page/Total visit to Web site.

Theme: The document submitted to the Matrices collaboration program and received confirmation from Robert Bratulic – TMF Metrics Program Lead.

This will be added to TMF Metrics repository for FX16 at maturity level 2.

Proposed Metric2- # Seconds User spent on Web Page, per visit

Description: Complexity of content on the webpage in an online portal. It can be calculated using following formula:-SUM[Duration Spent on Web Page by different Users]/Total Web Page Visits

Theme: The document submitted to the Matrices collaboration program and received confirmation from Robert Bratulic – TMF Metrics Program Lead.

This will be added to TMF Metrics repository for FX16 at maturity level 2.

Proposed Metric3- %Next Page Transition

Description: User most accessed path -:Transitions from Source Page to Particular Page/Total no. of transitions from Source web page to all other web pages

Theme: The document submitted to the Matrices collaboration program and received confirmation from Robert Bratulic – TMF Metrics Program Lead

This will be added to TMF Metrics repository for FX16 at maturity level 2..

TMF TID 787- % Web Site Pages Helpful

Description - Used to measure the usefulness of Web Site information pages.Matrices – Taken from GB988 TM Forum Metrics Definition R15.5.1

TMF TID 788– # Web Site Page Votes Helpful / # Web Site Page Votes

Description - Used to measure the usefulness of Web Site information pagesMatrices – Taken from GB988 TM Forum Metrics Definition R15.5.1.

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Smart Predictive & Prescriptive AnalysisBPMN Process Map

Simulation Parameters

Simulation OutputCreate Trouble Ticket Create Trouble Ticket

Preparations for Simulation:• Sub Process identified for simulation• Simulation Parameter assigned to each activity and

gateway . E.g. Processing Time, Resources• Scenarios to simulate process using different

parameters

After Simulation:• Mean Processing Time, Trigger Count summarized at the

end of simulation for each activity

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Thank You