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Improving SharePoint Business Process Maturity

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  • Maturing Your Business Processes in SharePointSadie Van Buren and Derek WeeksIn order to bring your SharePoint implementation to a greater level of maturity, your organization’s business processes are a critical consideration – from the technical as well as human perspective. Feedback from SharePoint community members indicates that the biggest factor that drives SharePoint maturity upwards is the evaluation of business processes and the automation of workflows. This session will take the audience through the Business Process Competency of the SharePoint Maturity Model, present case studies on each level of business process maturity, and share the latest survey results about how companies are using SharePoint for their business processes. Guidance on how companies can transition to the next level of maturity will be offered. Templates for self-assessment will be provided to all attendees.Level: IntermediateAudience: Architecture Essentials,Line of Business EssentialsIntroductionWhy do Business Process MatterWho does it matter to?Poll the Audience + Share Survey Results -- How many are using SharePoint workflows?Customer Story: (1) XXX uses basic workflow , (3) Nissan Uses Advanced BPMThe Maturity ModelIntroduce the model, its importance to the audience and their companiesDefine the Level 100 - 500Poll the Audience + Share Survey Results – What level are you?Poll the Audience + Share Survey Results -- How many are using SharePoint workflows?Discuss SharePoint as an Application vs. SharePoint as a PlatformA closer look at each levelDescribe Level 100Visual Tour >> Meet Jenny – Level 100…..Review and Approve PresentationPros and Cons of this levelDescribe Level 200Visual Tour >> Meet Jenny and Bryan – Level 200…..Time off RequestPros and Cons of this levelDescribe Level 300Two paths: Custom Development or Application PlatformsVisual Tour >> Meet Jenny, Bryan, Tom – Level 300……Process a LoanPoll the Audience + Share Survey Results -- How many are developing custom workflow applications?Pros and Cons of this levelDescribe Level 400Visual Tour >> Meet Jenny, Bryan, Tom, and Jane – Level 400……Monitor the Workforce, Unstructured ProcessesPoll the Audience + Share Survey Results -- How many have mission-critical content in SharePoint?Poll the Audience + Share Survey Results -- Connecting SharePoint to legacy systems?Pros and Cons of this levelDescribe Level 500Visual Tour >> Meet Jenny and her colleagues – Level 500……Social BPM and Workforce AllocationPros and Cons of this levelNext StepsEvaluate process maturity with the templatesDefine the problem you are solving and the roles you need to involveExplore your options in the exhibit area and in the community
  • We gained an understanding of BPM users by observing their habits and listening to their stories. We looked beyond the application to understand their latent and unmet needs. Organizations have a diverse set of users including developers, executives, processors and end customers. The new system should connect these individual users and facilitate their ability to work towards a common goal.Focus on what we have learned from our clients to date about how work gets done:Understand who they are and what they doUnderstand the business outcomes they participate in, manage, track, or supportUnderstand the interactions/collaboration between people, process, and documentsStart with an understanding of who is doing the work, emphasizing people before processThen understand how work is being done, emphasizing actions and interactions over understanding how work movesAddress user needs to enable efficiency and foster job satisfaction, rather than automating how work moves
  • Move to later in the deck.DW – importance of workflow & BPM within SP.
  • Jenny needs to submit an expense report to her manager. No need to access external systems, everything lives w/in SP, totally OOB.ProsBusiness Users Can Create ThemConsBusiness users can create themNo version control
  • Dilbert ProsBusiness Users Can Create ThemConsBusiness users can create themNo version control
  • ProsBusiness Users Can Create ThemConsBusiness users can create themNo version control
  • Common Approval Scenario
  • How are each of these affected in the org?Effort – the effort and skills to implement a workflow out of the box with SharePoint is minimal. Often created ad-hoc by any individual with the proper training.People – Anyone with the proper training in the organization can implement the workflow. Can be anyone with technical or business background.Change – These workflows might require a change once or twice a year. The are generally driven by personnel changes, or slight changes to the approval process or routing requirements. No coding required. Leveraged sporadically.Technology – SharePoint out of the box. SharePoint is the platform. Document-centric. Entire workflow lives within SharePoint. Strategy – SharePoint is a intelligent space for content management.
  • Approve Press Release or Whitepaper
  • Process – Customizing workflows (assign item to approve, assign item for feedback, add a comment, declare record, look up manager). Parallel steps. Example processes might be “Coordinate approval of a press release”, “submit marketing plan for review”, “review and provide input on a modeled business process”Effort – Processes are designed.People – Users cannot help themselves - End user will have to rely on SharePoint Admin / Analyst. SharePoint Admin will design the workflow in SPD or using 3rd party tool. Change – Changes require a request into IT, but some power users might be able to adjust the process if given access to 3rd party tools or SPD. The process may need to be changed monthly as projects or people change, or the process is reused elsewhere in the business.Technology – SharePoint Designer or 3rd party tool or Visual Studio. InfoPath forms might be designed to support the process. SharePoint is the platform. Continues to be document-centric. Entire workflow lives within SharePoint; no external system or application calls are being used.
  • Transcript

    • 1. Sadie Van Buren Derek E. Weeks@sadalit @weekstweets 1 BUSINESS PROCESS MANAGEMENT
    • 2. Maturing Your Business Processes in SharePoint BUSINESS PROCESS MANAGEMENT
    • 3. Agenda and LogisticsAgenda Logistics What’s in it for you?  In Session Overview of the  Questions welcome! SharePoint Maturity  If you’re tweeting / live Model and the BPM blogging, consider including:  #SPMaturity Competency  @SPTechCon Detail & case studies  @weekstweets What Next?  @sadalit Upcoming Events  Post-Session Contact Info  Please fill out your evaluation BUSINESS PROCESS MANAGEMENT
    • 4. What’s In It For You?In the Session Understand SharePoint’s potential for Business Process Management, and how you’re using it Benchmark against others via data and case studiesBack at Work Share your results Build the organization’s strategic roadmap for BPM Gain a quantitative sense of progress by re-evaluating each year. Contribute to a data model that will help answer larger questions about where organizations are in their SP maturity by industry, number of years of use, etc. BUSINESS PROCESS MANAGEMENT
    • 5. better employee higher levels of customer service productivityent SLAs reduction in operational costs competi improved cycle time efficiency gains faster consistent SLAs better employee productivity improved visibility competitive advantage faster time to market paperless officproved cost per transaction improved business performance BUSINESS PROCESS MANAGEMENT
    • 6. Business Process MaturityLinked business activities with a defined trigger and outcome, standardized by SharePoint and/or customautomated workflow processes. Areas of focus include data (unstructured/structured), workflow, user security/ roles, reporting and analytics, tracking / auditing, process modeling and simulation, and process optimization. Power users can edit existing workflows to adapt 500 them to changing business needs. Users leverage data from BPM to optimize process, balance work across workloads. Business processes extend to external users. Workflow is a component of SP-based composite 400 applications with connectivity to LOB systems. Users have access to process analytics and audit trails. Collaboration happens around a work process. ---------- customization may occur ---------- Process is considered as a whole, rather than as automating 300 functional tasks . SharePoint is becoming the BP platform, w/the introduction of 3rd party BPM tool to support more complex business rules. Business processes are designed; some custom, departmental “no-code” 200 workflows (SP Designer, Visio, or third-party tool) may be implemented to handle simple business rules (decision-based routing). . 100 Business process is loosely defined. Out of the box SharePoint workflows (approval, collect feedback) leveraged sporadically. A doclib or list provides a central base of operations. Any workflow is document- vs. application-centric. 6
    • 7. Business Process Maturity BUSINESS PROCESS MANAGEMENT
    • 8. Who Should Care… Executive Business Architect Manager Analyst Business Strategy Developer Supervisor Reviewer IT Manager Processor Data Entry Researcher BUSINESS PROCESS MANAGEMENT
    • 9. Maturity per Years of Use BUSINESS PROCESS MANAGEMENT
    • 10. Maturity per Number of Users BUSINESS PROCESS MANAGEMENT
    • 11. Maturity per Annual Budget BUSINESS PROCESS MANAGEMENT
    • 12. Add-on apps for SharePoint? Top 6 answers… Workflow/BPM 43% Search/Analytics 30% Back-up support 30% Data migration tools 26% Security and rights management 24%Archiving (long-term retention of content) 18% 0% 10% 20% 30% 40% 50% #SPTechCon BUSINESS PROCESS MANAGEMENT
    • 13. Level 100 • Business process is loosely defined. • Out of the box SharePoint workflows (approval, collect feedback) leveraged sporadically. • A doclib or list provides a central base of operations. • Any workflow is document- vs. application-centric. BUSINESS PROCESS MANAGEMENT
    • 14. Level 100 Dilbert meet BUSINESS PROCESS MANAGEMENT
    • 15. Level 100 the knowledge worker BUSINESS PROCESS MANAGEMENT
    • 16. Level 100 Upload Expense Report Notify Approves / Manager Rejects Notify Employee BUSINESS PROCESS MANAGEMENT
    • 17. Level 100 BUSINESS PROCESS MANAGEMENT
    • 18. Level 100 People Individual Effort Simple / self-service Change Infrequent Technology Think Doc Lib Strategy Personal / tactical Roadblocks Awareness / education BUSINESS PROCESS MANAGEMENT
    • 19. Level 200 Business processes are designed; some custom, departmental “nocode” workflows (SP Designer, Visio, or third-party tool) may be implemented to handle simple business rules (decision-based routing). BUSINESS PROCESS MANAGEMENT
    • 20. Level 200 Dilbert say hello to Alice BUSINESS PROCESS MANAGEMENT
    • 21. Level 200 knowledge worker sharepoint administrator BUSINESS PROCESS MANAGEMENT
    • 22. Level 200 BUSINESS PROCESS MANAGEMENT
    • 23. Level 200 BUSINESS PROCESS MANAGEMENT
    • 24. Level 200 People SharePoint Pros Effort Designed, not coded Change Infrequent Technology SP Designer, Visio, 3rd party Strategy Use SharePoint more Roadblocks The Rules? Process? Owner? BUSINESS PROCESS MANAGEMENT
    • 25. Level 300 • Process is considered as a whole, rather than as automating functional tasks. • Transition from procedural document workflow to orchestration of dynamic business process. • SharePoint is becoming the BP platform, w/the introduction of 3rd party BPM tool to support more complex business rules. BUSINESS PROCESS MANAGEMENT
    • 26. BPM: Loan Processing Example Customer What is Reroute Account Info happening Loans? in my dept?CaptureDocs? Loan Application Loan Application Processor Underwriter Approved? is scanned and is in SharePoint reviews loan reviews loan indexed Book Loan Rejected? Notify Customer Manual Tasks: Other Automate Review docs in file Call client for add’l info Docs? Tasks? Prepare Good Faith Estimate Underwrite loan Prepare loan for closing BUSINESS PROCESS MANAGEMENT
    • 27. Level 300 Meet the 130 knowledge workers BUSINESS PROCESS MANAGEMENT
    • 28. Level 300 Alice he’s Dogbert say hello to Wally BUSINESS PROCESS MANAGEMENT
    • 29. Level 300 sharepoint administrator business process analyst sharepoint developer BUSINESS PROCESS MANAGEMENT
    • 30. Level 300 BUSINESS PROCESS MANAGEMENT
    • 31. Level 300 BUSINESS PROCESS MANAGEMENT
    • 32. Level 300 BUSINESS PROCESS MANAGEMENT
    • 33. Level 300 BUSINESS PROCESS MANAGEMENT
    • 34. Level 300 People Specialized Effort Holistic Change Hitting the wall Technology Don’t call it SharePoint Strategy Streamline business Roadblocks Process with the most value? Cross-departmental agreement? BUSINESS PROCESS MANAGEMENT
    • 35. Level 400 • Workflow is a component of SPbased composite applications with connectivity to LOB systems. • Users have access to process analytics and audit trails. • Collaboration happens in the context of a work item as part of a dynamic, nonlinear business process (the “case”). BUSINESS PROCESS MANAGEMENT
    • 36. Level 400 Meet the 130 knowledge workers BUSINESS PROCESS MANAGEMENT
    • 37. Level 400 knowledge worker introducing The Boss BUSINESS PROCESS MANAGEMENT
    • 38. Level 400 BUSINESS PROCESS MANAGEMENT
    • 39. Access to all or somelegacy data throughSharePoint35% #SPTechCon BUSINESS PROCESS MANAGEMENT
    • 40. Level 400 BUSINESS PROCESS MANAGEMENT
    • 41. Level 400 BUSINESS PROCESS MANAGEMENT
    • 42. Level 400 BUSINESS PROCESS MANAGEMENT
    • 43. Level 400 People Cross-functional Effort Orchestrated Change Real-time Technology Multi-dimensional Strategy Agile Roadblocks Integration capabilities? What metrics needed to run the business? BUSINESS PROCESS MANAGEMENT
    • 44. Level 500 • Power users can edit existing workflows to adapt them to changing business needs on the fly. • Users leverage data from BPM to optimize process, simulate on real data, clear bottlenecks, balance work across workloads. • Users have visibility into the process and can provide feedback to process improvements. • Business processes extend to external users. BUSINESS PROCESS MANAGEMENT
    • 45. Level 500 BUSINESS PROCESS MANAGEMENT
    • 46. Level 500 BUSINESS PROCESS MANAGEMENT
    • 47. Level 500 BUSINESS PROCESS MANAGEMENT
    • 48. Level 500 People Cross-boundary Effort Orchestrated socially Change Dynamic Technology Extreme visibility Strategy Transformational Roadblocks Prioritization, Business Pain BUSINESS PROCESS MANAGEMENT
    • 49. What Next? Take the full assessment SharePoint-based process and case management http://bit.ly/BPM_SP Find our slides at: http://slidesha.re/BPM_SPTechCon BUSINESS PROCESS MANAGEMENT
    • 50. Contact UsSadie Van Buren Derek E. Weeks@sadalit @weekstweetssvanburen@bluemetal.com dweeks@opentext.com 56 BUSINESS PROCESS MANAGEMENT
    • 51. Thank You BUSINESS PROCESS MANAGEMENT