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Work Flow Management & Business Process Management - 101 Work Flow and Workflow Management BPM Business Process Management Content Management
Typical Workflow
Workflow Management
Workflow management is a system of overseeing the process of passing information, documents, and tasks from one employee or machine within a business to another. Through proper workflow management, each of the employees or machines will pass the work on according to a predetermined procedure
workflow management is seen as an important component of a business as it provides: Automating process for improved efficiency within the business eliminating unnecessary steps Easier to track employee and machine performance Improves customer service Allows the customer to feel completely involved in the entire process Ways to improve production or service process (Workflow Management tends to be seen as the technical coordination of process execution. It is a component of a comprehensive BPM strategy, but does not encompass the strategic or change management activities associated with BPM)
c.
Improved customer service Consistency in the processes leads to greater predictability in customer response levels
d. Flexibility Software control over processes enables their redesign in line with changing business needs e. Business process improvement Focus on business processes leads to their streamlining and simplification
Can use Initiation form to gather information from the user when they start the Can use Initiation form to gather information from the user when they start the workflow workflow Can use custom forms for users to interact with tasks in SharePoint Foundation Can use custom forms for users to interact with SharePoint Foundation 2010 2010 tasks Visual Studio debugging available Can author both sequential and state workflows No step-by-step debugging available Can author only sequential workflows
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What is BPM
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BPM Definitions
BPM is more than just a collection of technologies; it is a business management methodology that covers how people work with people, how systems work with systems and how the two camps work together. BPM is a management practice that provides for governance of a businesss process environment toward the goal of improving agility & operational performance. BPM is a structured approach employing methods, policies, metrics, management practices and software tools to manage and continuously optimize an organizations activities and processes. Gartner. Business Process Management is the sum of all organizational activities centered around the definition, implementation, execution, control, supervision and improvement of processes. BPM can be conducted with or without information system support. BPM in general is an organizational concept.
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BPM Defined
BPM is a methodology used to innovate, optimize, and adapt the processes that run a business. BPM includes a set of activities to model, assemble, deploy, and manage processes that cross people, technology, and data.
BPM Type
Human centric - people intensive business processes, decisions and work flows Document centric- document intensive business processes, decisions and flows Integration centric- system, application, and Integration intensive business processes, decisions and flows
Example*
Employee on boarding Order to Cash Claims Processing
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BPM Components
Business Activity Monitoring
Human Interfaces
Work flow
Modeling
Deployment
Metrics
Automation
System Integration
Event Monitoring
Simulation Analytics
Enterprise Integration
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Process Services
Workflow Work Routing Work Approval Correspondence Collaborate Team Collaboration Queue Management Business Activity Management Dash Board Reports Event Management , Alerts
Content Management
Rules Management
Content Services
File System Content Repository Database Data Warehouse
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Old Way
Requirements are Use Case Centric
BPM Way
Requirements are captured as Processes and Business Rules by Business and IT in a Collaborative effort Captures Process Goals Evolutionary Iterative Development Model which produces results in 60 to 90 day window Reuse established in collaboration with business Overall shorter project duration
Mostly Waterfall
Reuse established by IT
Configuration Paradigm
New Roles: Process & Rules Analyst, BPM Architect, BPM System Analyst, PM
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Deploy
Monitor
Deploy
Monitor Optimize Analyze Optimize Analyze
Iteration 1
Iteration 2
Iteration 3
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Business Drivers
Efficiency Operation Excellence Agility Time to market Stability Flexibility Accountability
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BPA
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ECM
BI
SOA
BPM
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Gartner Predictions:
Gartner Predictions By 2012, 20% customer facing processes would be assisted by BPM technologies By 2014, 40% of business managers and knowledge workers in Global 2000 enterprises will use comprehensive business process models to support their daily work, up from 6% in 2009 Nearly 50% of enterprises across Europe and North America would be actively engaged in BPM
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BPM Landscape
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Content Management
CMS's are used for storing, controlling, revising, semantically enriching, and publishing documentation
CMS can be distinguished into three categories as: Enterprise CMS (ECM) Document CMS (DCM)
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Enterprise CMS
The ECM is a formalized means of organizing and storing document and other content related to organizational processes. It encompasses strategies, methods and tools used throughout the life cycle of the content.
Aimed to make the management of corporate information easier through simplifying storage, security, version control, process routing and retention.
Enables insurers to dynamically create, manage, publish and deliver adaptive enterprise content throughout the business life cycle - across all locations and lines of business. An umbrella term covering document management, web content management, search, collaboration, records management, digital assets management, workflow management, capture and scanning. The benefits to an organization include improved efficiency, better control and reduced costs
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(g) Targeted at storing and presenting document in their native format and as well in raw format (dynamic rendering)
(h) Limited web publishing engine typically produces one page for each document (i) Supports both Business to Customer (B2C) and Customer to Business (C2B) scenarios
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Domain Focus
Banking Retail and Private Banking, Business and Consumer Lending, Credit Services and General Financial Services Insurance Health, Life, Property and Casualty, Commercial
Developers
Business Process Architects Overall
2000+
200+ 4500+
Trading,
Product Expertise
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A complete business rules engine should include the following: users. Business Rule Editor - An intuitive user interface that allows business users to define, design, document and edit business rules. Reporting Component - An intuitive user interface that allows business users to query and report existing rules. Rules Engine Execution Core - The actual programming code that enforces the rules
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Business Rule Repository - A database for storing the business rules as defined by the business
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OpenText Livelink 3+ years of experience in Livelink suite. Installation and Administration of the Livelink Archive Server SAP ArchiveLink & Doculink Opentext Livelink ECM Livelink Records Management Livelink Administration Livelink Workflow Livelink 9.2, 9.5 and 9.7
Microsoft MOSS 2007 3+ years of experience in Microsoft MOSS products. Strong Microsoft ASP.Net1.1/2.0 Training across MOSS products Servers Clients Administration Microsoft Records Manager solution available Next Gen EDRM and EDiscovery Based on MOSS
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CoE
Alliance Management Alliance software and frameworks Access to Professional Services and Service Engineering group of Pega Promotion Development Tools and Methods
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Develop Application
Inception
Elaboration
Construction
Transition
Bring Templates for Process Modeling Use Cases Share Iterative Methodology Bring Individuals with Expertise on building Process Models and Use cases
Bring Templates for Rules Harvesting Identify right skills and individuals Bring Individuals with expertise on BPM toolset
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Leverage the Pega Layer Cake approach Methodical approach in restructuring the application Facilitates creation of enterprise data model to manage intermediate state Enables future interoperability
User-Centric Design and methodologies to uncover user needs and rapidly visualize a future state concept to validate with internal stakeholders and end-users
Well Aligned with Pega Direct Capture of Objectives (DCO)
Help client to become Completely Self Sufficient Short and Long Term Help in basic training, Knowledge management setup, shadow & reverse shadow key roles Delivery Takeover, setup design clinics, innovation focus, set up COE to make clients self sufficient
Controlled Migration
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Defines the as-is situation within your application portfolio and describes the current and future functional requirements. Identifies the unwanted rules executed in your process
Automated Unit Test Framework AUT tests individual rules Positive, boundary and regression testing Service Testing Toolkit
Transitional strategy of small sliver projects to create quick wins on the short term whilst designing a platform of agility for the long term without any risk to current operations .
Rules Tests support the applications decisions Work flow tests Review reporting
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Pre-Compiler
Complex HTML Optimizer Customized scripts to identify the un-used clipboard pages Captures response time of AJAX events Identifies the streaming buffers
Process Simulation to validate the functionality Reducing the amount of steps, tasks and activities involved in the process Cache loading for the identified pages / processes
Pre-defined templates to validate the interfaces request / response Measures the performance with or without integration points
Rule Execution Analyzer Identifies the right order of rules executed Identifies the unwanted rules executed as part of the process Identifies non-added value processes executed
OOTB Process Optimizer Identifies Unstructured vs. Structured flows Reduction of iteration times
Database Tuner Customize Tablespaces, indexes for rulebase tables Identifies SQL injection vulnerabilities / tuning opportunities Rulebase Tuning / externalization of tables
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Large enterprises should consider Capgemini for BPM projects in any of the four corners of the BPM Four Corners Framework and for any of the BPM usage scenarios... Capgemini has the advanced service delivery, program management, process domain, EA and transformation skills necessary to support most BPM projects in the Americas and EMEA. The firm also has advanced capabilities in implementing Pegasystems solutions and solid capabilities in delivering solutions using other BPMTs. The firm takes a highly collaborative approach to teaming with client resources that is conducive to knowledge transfer.
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Solution Frameworks
IIF CPMi Smart Investigate
PRPC Certification
Pega Certified System Architect Pega Certified Senior System Architect
2 weeks
2 weeks
1 week
3 weeks
Highlights :
PRPC training provided by Pega trained professionals. Tie Up with Pegas process engineering group. Service requests raised are closely monitored by PEGA. End Solution is provided through a patch. Capgemini is a part of the BETA testing group. Feedback provided by Capgemini included in the release notes and patch.
BENCH MANAGEMENT
10% Permeable Bench diversified by functional & technology areas to meet staffing needs at all levels Proactive visa processing to enable associates to travel at short notice
Lateral Hires (Experienced associates with domain skills undergo techno specific training)
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Benefits
Low Total Cost of Ownership and faster ROI realization Ability to manage Peaks and Valleys of demand End to end services from single vendor Reduced turnaround time and high quality of the solutions Proven methodology
Domain expertise
Leverage our domain expertise developed across the Financial Services Industry Banking , Insurance and Capital Markets
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Sample Engagements
Client Global Banking and Financial Services Organization Industry/ Vertical Financial Services Focus Area Strategic partner working with the clients workflow COE on various enterprise wide BPM initiatives Key Benefits Improve efficiency in the processing of home loan and personal loan by moving to a paperless environment Implement a new electronic document management and workflow solution for the benefits management group of the actuaries and consultants division
Insurance
Auto program system to offer a competitive auto insurance quote across the U.S.
Migrate from current thick client application to a web based thin client application, for ease of use and deployment to 100,000 expected users Customer leveraged Capgemini COE expertise for rapid scalability and time to market
Banking
Business IT Alignment
Assessed the Business and IT value of existing applications and identified the key gaps
Insurance
BPM and ECM consulting to define the roadmap and enable the customer COE
Helped in the definition of the Strategy, Prioritization of initiatives, Methodology & Standards Created a framework to categorize the various initiatives for implementation using the most suitable technology
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The information contained in this presentation is proprietary. 2010 Capgemini. All rights reserved