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Optimizing Business Process Performance

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  • 1. Optimizing Business and Process Performance with Business Modeling, Analysis, and Monitoring© Copyright 2009 EMC Corporation. All rights reserved. 1
  • 2. Reducing Costs Is Important, but Improving the Quality of Business Processes Is the Most Important Business Goal … Survey question: For the BPM project(s) currently implemented or planned in the next 12 months, rate the importance of each of the following business goals. Improving the Quality of Your Business Processes 5.81 Improving Customer Satisfaction 5.79 Continuous Process Improvement 5.68 Reducing Costs 5.58 Improving Customer Experience 5.57 Improving Business Agility 5.53 Transforming Your Business 5.09 Improving IT Departments Ability to Make Changes to Systems 5.04 Underlying Business Processes Automating a Particular Process for the First Time 5.04 Empowering Business Users to Make Certain Changes to 4.98 Processes and Underlying Solutions Modernizing Existing Solutions Using BPM and SOA 4.95 1 2 3 4 5 6 7 Mean N = 313Mean summary: 1= not at all important; 7 = extremely important  * BPM Users Demand Flexible and Insightful BPM Tools, © Copyright 2009 EMC Corporation. All rights reserved. 2 North America and Western Europe, 2008 Gartner 2
  • 3. Users Need to Be Able to Change Process Flows or Business Rules Several Times a Year - Gartner Survey question: Thinking of the most impactful BPM project your organization is implementing or will undertake, how frequently will you need to change the process flows or business rules in the solution that supports the business processes in your organization? Frequency of Process Change Percentage of Respondents 40 35 30 25 20 15 10 5 0 Several Monthly Ad Hoc Weekly Once a Less Than Daily Rarely Dont Know Times a Basis Year Once a (Less Than Year Year Once Every Two Years) N = 313  * BPM Users Demand Flexible and Insightful BPM Tools, North America and Western Europe, 2008 Gartner© Copyright 2009 EMC Corporation. All rights reserved. 3 3
  • 4. Why is the quality and visibility of business processes so critical ? • How can I see what’s happening in my business processes in real- time? • Are we meeting our service level agreements? • How can we find and fix problems early – before they affect customers? • What is the day-to-day process cycle time? Can we decrease it with current staffing levels? • How to summarize process performance in aggregate business metrics? • Can we institute a continuous process improvement methodology? “You can’t manage what you  don’t measure” Peter Druker (1) Gartner: 25 ways to cut IT costs, Linda Tucci, October 21, 2008, SearchCIO.com© Copyright 2009 EMC Corporation. All rights reserved. 4
  • 5. Transactional Content Management: Process • Business process management (BPM) is a technology-based approach for ANALYZE understanding, automating, and optimizing your processes… – Understand: Complete view of processes across the organization MONITOR Optimize DEPLOY – Automate: Execute and automate processes in a production environment – Optimize: Continuous process performance improvement • Technologies EXECUTE – Business process analysis – Process execution – Business activity monitoring Understand, automate, – Systems-based integration and optimize – Forms management© Copyright 2009 EMC Corporation. All rights reserved. 5
  • 6. EMC Documentum Process Suite Analyze BPA Server Business Process Analyzer Process Simulator Process Navigator Analyst Deploy IT/Process Business Process Manager Forms Builder Developer Execute Process Web ServicesDocumentum Engine ESBs Repository Data Sources Workflow Process Client Collaboration Business Process Services Performer Monitor Operations Manager, BAM Server Executive Business Activity Monitor Dashboards Alerts © Copyright 2009 EMC Corporation. All rights reserved. 6
  • 7. Process Improvement Process Process Process Discovery Design Implementation• What is the current situation? • Define the end state • Connect to execution environment • Identify problems • Compare to current • Implement technically • Capture requirements • Get alignment • Deploy solution© Copyright 2009 EMC Corporation. All rights reserved. 7
  • 8. EMC BPA Capabilities Dynamic Visualization Rapid Shared Process Access Knowledge Business Multi- Multi- Process Collaboration Repository Dimensional Attributes Reusable Assets Analysis & Simulation© Copyright 2009 EMC Corporation. All rights reserved. 8
  • 9. Dynamic Visualization© Copyright 2009 EMC Corporation. All rights reserved. 9
  • 10. Process Analysis© Copyright 2009 EMC Corporation. All rights reserved. 10
  • 11. Insights from Simulation As Is Process To Be ProcessAverage Process 11 hours 3.6 hours 67% fasterDurationTotal Variable Cost $36,500 $16,000 56% cheaperThroughput Completed 39 Completed 71 processes out of 66 processes out of 77© Copyright 2009 EMC Corporation. All rights reserved. 11
  • 12. What is BAM?  “BAM is a way to gain meaningful, instant visibility into enterprise operations” - Gartner© Copyright 2009 EMC Corporation. All rights reserved. 12
  • 13. Business Problems: Business KPIs report historical, not real-time news – Information received could be too late to take actions. – Corrective action taken on historic data. Operations managers lack the visibility to manage SLA targets – Poor visibility into leading indicators of problems. Lack of confidence and uncertainty on reports – Varied reports from different points of time and sources Data and Report Proliferation – Multiple reports and monitoring tools for each application – No central system to capture and correlate business events from different applications© Copyright 2009 EMC Corporation. All rights reserved. 13
  • 14. BAM vs. Current Operational Reporting Approaches Spreadsheets, SQL queries, local databases – Problems: consistency, security, poor user productivity; ability to analyze only one database ERP/CRM reporting and analysis – Problems: great for reporting off one system; most companies have many Homegrown solutions – Problems: starts out cheap, gets more expensive with every expansion and evolution. High maintenance costs© Copyright 2009 EMC Corporation. All rights reserved. 14
  • 15. The Overall Landscape© Copyright 2009 EMC Corporation. All rights reserved. 15
  • 16. EMC BAM Solution• EMC Process Suite BAM (Business Activity Monitoring) enables business operation workers and managers to: – Monitor key business metrics in real-time, e.g. Key Performance indicators (KPI’s) or Service-Level Agreements (SLA’s) – Analyze real-time data to identify process bottlenecks, exceptions, and solutions to business problems. – Act on current conditions either automatically or manually from a dashboard in order to meet business needs – Proactive - quickly identify and react to situations before they become problems – reducing risk and improving business agility.© Copyright 2009 EMC Corporation. All rights reserved. 16
  • 17. Real-Time Process Performance at Your Fingertips Documentum Business Activity Monitor  Web 2.0 Flex-based  Dynamic KPI tracking  Interactive charts and drilldowns  Graphical dashboard builder  Active alerts and response  Documentum Process Reporting Services  TaskSpace components  Quickly identify and react to situations before they become problems – reducing risk and Rich user experience for dynamic business processes improving business agility. Sense, Assess, Respond© Copyright 2009 EMC Corporation. All rights reserved. 17
  • 18. Process Diagram Dashlet Quickly see where the process is right now BENEFIT: See immediately which Look inside a running process activities have already happened Drill down for more detail on performers, data, and timing Gives you the information you need to diagnose problems© Copyright 2009 EMC Corporation. All rights reserved. 18
  • 19. Performer Report Dashlet Number of Processes Handled BENEFIT: Aggregate data from multiple instances for a day, week… Process Performers See the amount of work done by each performer. Similarly, you could show the average time for each performer  This extends to business data such as product, customer, region, revenue© Copyright 2009 EMC Corporation. All rights reserved. 19
  • 20. Trend Dashlet Service Level Agreement Notice Exceptions BENEFIT: Visualize process behavior over time Notice exceptional behavior Spot trends© Copyright 2009 EMC Corporation. All rights reserved. 20
  • 21. The Alert Dashlet Status Alert Condition Alert Severity BENEFIT: Easily customize Alert conditions Alerts trigger automatically and are sent to responsible party Fix problems before they affect your customers© Copyright 2009 EMC Corporation. All rights reserved. 21
  • 22. Summary Benefits of Documentum BAM Real-time alerts for immediate action View process details at the instance level Understand performance at the aggregate level Track key performance indicators against SLA’s Get visual insight from user configurable dashboards Use performance information for continuous process improvement Quality & Customer Service Cost and Time Savings Visibility & Control© Copyright 2009 EMC Corporation. All rights reserved. 22
  • 23. Why EMC? Business Benefits  Industry’s only complete, end-to-end composition platform for case-based solutions  Applications up to 50% faster, greater agility and substantially lower TCO  Enhanced productivity up to 30–50 percent  Streamlined processes – accelerating work, while reducing operating costs  More compelling/engaging customer experience  Reduced risk; automated compliance control© Copyright 2009 EMC Corporation. All rights reserved. 23

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