Best practices in BPM adoption and establishing Centre of Excellence

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Best practices to be used in adopting BPM technology and also establishing a Center of Excellence for Business Process Management

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Best practices in BPM adoption and establishing Centre of Excellence

  1. 1. Avoid Common Business Process Management Pitfalls Using Best Practices and Effective Methodology SB103SN Business Service Optimization © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  2. 2. Abstract Many companies are realizing success in Business Process Management initiatives by adopting best practices and other advanced techniques. Learn about effective methodologies from experts in Business Process Management, Six Sigma and other business optimization approaches. Case studies will highlight: Business - IT alignment, a process maturity model, and cultural/organizational considerations. 2 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  3. 3. Biography Bharath Lingam Satyam Computer Services Ltd. Bharath leads the BPM practice at Satyam Computer Services and the CoE (Center of Excellence) around CA’s Aion suite. He is responsible for evolving solutions and service offerings, offering best practice based consulting and implementation services and global pre-sales services. Prior to Satyam, he worked as the CTO for multiple technology and services startups, and brings with him useful insights in strategy, consulting and global delivery management. 3 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  4. 4. Agenda Avoid problems from the start – Introduction to CA’s needs based methodology Best practice methodology for BPM success – Assessment – Implementation – Support Summary of success 4 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  5. 5. Avoid Problems from the Start Introduction to CA’s Needs Based Methodology Commitment – Mick Miralis © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  6. 6. IT/Business Alignment Required Today, CIO’s are responsible for: Understanding which IT initiatives support the business Understanding strategic direction, competitive strategy and business operations Understanding the specific jobs that need to get done 6 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  7. 7. Alignment Requirements Solution providers must demonstrate: Understanding of the business Understanding of business processes and problems Vision and plan to contribute solution Relationship between solution and organizational value 7 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  8. 8. Introducing CA’s Needs Based Methodology Best practice methodology to assist CA customers in understanding and identifying business, operational and IT initiatives that best enable competitive strategy Value – Consistent methodology to deliver clear “line of sight” from strategic goals to solutions Key components – Business DNA – Value DNA 8 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  9. 9. Conceptual View of CA’s Needs Based Analysis CA’s Needs Based Methodology delivers a clear line-of sight between strategic goals and solutions Business Need Value B N V Competitive strategy Business initiatives Operational initiatives IT initiatives The NEED 9 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  10. 10. Conceptual View of CA’s Needs Based Analysis CA’s Needs Based Methodology delivers a clear line-of sight between strategic goals and solutions Business Need Value B N The V SOLUTION How can the problem be solved? Are there complications? Why is it important? The NEED 10 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  11. 11. Conceptual View of CA’s Needs Based Analysis Need is the critical link Business Need Value B N The V Competitive SOLUTION strategy How can the Critical link Business problem be initiatives solved? Operational Are there Initiatives complications? IT Why is it initiatives important? The NEED 11 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  12. 12. Best Practice Methodology for BPM Success Assessment/Implementation/Support– Bharath Lingam © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  13. 13. Best Practices Summary Prioritize the right processes for BPM adoption Aim for quick wins choose small projects Select the product most suitable for the process issues at hand Implement initial projects with Product & SI with good track record Establish BPM CoE to standardise, evangelise, radiate Track metrics and use Round Trip Engineering 13 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  14. 14. BPM LIFECYCLE Optimization Process Implementation optimization Help Desk Assessment Discovery Maintenance & enhancements BPM workshop Design Training/change management Investigate Implement Analyze Test Strategize 14 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  15. 15. Assessment Discover the hidden values in your business © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  16. 16. BPM Workshop Objective: Educate audience on BPM technology and business value propositions Overview of BPM concepts and technology Examine value proposition & case studies in the specific domain Presentation of Value DNA showing clear line of sight between IT solution and business need Explore BPM technology fitment into the architecture framework of the enterprise Business scenario and technology demonstration Overview of the engagement lifecycle and risk mitigation 16 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  17. 17. Investigate Objective: Study the current Activity: Gather data business situation Competitive Strategy & Support teams CXO & LOB Business Internal Operations People culture skills & aptitude Current Level I, II, III business interviews scenario Process System maturity usage & Business knowledge needs Middle level Front line managers associates 17 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  18. 18. Analysis Objective: Conduct a health check on process alignment with business. Create indicators for benchmarking processes Indicator planning against business objectives Identify high level processes Innovate processes to Process rationalization alleviate pain areas Provide proof of performance against set parameters Analyze present enterprise architecture Technical architecture audit Inventory existing technology ability to meet business needs Integration requirements 18 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  19. 19. Strategize Objective: Create risk & rewards business case as well as roadmap for business adoption. A logical representation that Business DNA maps Competitive Strategies, supporting Business initiatives and supporting IT initiatives. A NEED logically translated Value DNA into a IT solutions Roadmap for phased BPM Solution architecture & implementation value engineering ROI & other quantifiable benefits Risk factor mitigation Final recommendation After bouncing solution informally off the key stake report & presentation holders 19 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  20. 20. Implementation Orchestrating the business values © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  21. 21. Discover Objective: Gather detailed business processes, policies and rule, and align with Business objectives Activities Specification Rules document harvesting Process Process Rationalization modeling to KPIs 21 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  22. 22. Design Discovery & knowledge Analysis & acquired as understanding input developed Meaningful design Rules validation & classification Supporting & managing framework for each process Integration and design for non-functional requirements Rationalized processes converted to technical design 22 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  23. 23. Implement Objective: Deliver compelling solution that exceeds expectation within schedule and budget Activity: BPM product implementation that follows a software project management lifecycle Robust Create GUI mockups architecture Iterative development plans with multiple releases Short release cycles featuring incremental development Holistic Daily progress reviews, solution scope management & follows escalations Code reviews & unit test plans Quality Best Quality plan & system practices framework test plan 23 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  24. 24. Testing Objective: Identify how the processes are set against the business objectives and alleviate the pain areas Implementation team System testing validates the completely integrated system by testing end-to-end capabilities according to a “system test plan” Test solution against acceptance test plan User feedback incorporated Acceptance testing User Manual produced & training sessions organized 24 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  25. 25. Optimize Sustaining business values © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  26. 26. Process Optimization Process optimization Close loop with process Metrics feedback improvement design loop Deadlock avoidance Optimization of & resource utilization removing redundancy Aligning rules to policies 26 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  27. 27. Help Desk Process-IT IT interface Business-IT expert Techno interface Others Application (customer, Process functional user/ supplier, expert employee support govt. etc) Business expert Business-Process interface Techno-Functional Support Model Techno-functional consultant interacts with users and has complete knowledge of processes and applications Consultant is closer to user and customer; can suggest iterative methodology for enhancements and simplification of the processes and applications Single point contact for business, IT and users 27 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  28. 28. Maintenance and Enhancements Feature additions Simulation & Process administration modifications Solution maintenance Defect Reports & analytics resolution Connectors & Create integration ad-ons 28 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  29. 29. Training / Change Management Objective: Ensure that the whole BPM implementation is complete, effective and sustainable in the best possible way End user and IT group buy-ins Transition management of roles User education and training on new systems Workshops for creating awareness at different levels in the organization Monitoring and handholding till process and people environment stabilizes 29 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  30. 30. The Centre of Excellence Model Radiate and stabilize business values © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  31. 31. BPM - Center Of Excellence Goals  Align new and existing business applications with overall IT strategy  Develop core expertise in: • BPM Technology • BPM Methodologies • Process & Rules • Round Trip Engineering • Change & Risk Management • Training & Help-desk activities  Standardize on a product or technology and create value by: • Partnering with business units of a company to identify opportunities • Managing implementation of solutions by focusing on business benefits • Increase success rate and reduce risk by radiating best practices across multiple projects • Devising Disaster recovery processes to restore normalcy in case of an Emergency 31 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  32. 32. CoE - Context Model Customer Evangelise BPM Help with scoping requirements Product Feedback on product performance Businesses Process Control User Training Issues / Bugs Vendors Implementation Plans Best Practices Business Requirement Budget Product Upgrades Workflows Skilled Resources for Architecture / Design help Feedback Audit on deliverables Acceptance of Deliverables BPM Product Fixes Training CoE Training SLA Based delivery Standards Industry Best Practices Design / Architecture Methodology Component (Rules / Processes) harvesting Solution Validation Scoping Maintenance and Support Testing Solution Definitions Interface Management Solution Test reports Solution Validation Solution Validations Solution Testing Implementation Forecasts Resources for CoE Solution CIO Vendors Office 32 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  33. 33. COE Structure • Advise and guide delivery services team to operate in • Strategic direction to initiatives a seamless manner rolled out by company • Facilitate the core team to • Budget Allocations implement support and • Evangelise BPM and create monitor the various BPM feedback loops Delivery Services initiatives • Evangelise and engage with LoBs Enabling Services Testing Maintenance Training Research CORE TEAM PMO Quality Production Implementation Architecture Knowledge Support Best Practices Management Process Process Mapping Reengineering Rules Harvesting • Production Centre of the COE COE = Core team + Enabling Services + Delivery Services 33 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  34. 34. CoE Mandate Core Team Enabling Team Delivery Team • Direction • Services to business • Architecting • Business • Solution framework • Technology • Delivery • Resources • Management of • Resources • Support & maintenance •Funding & Budget • Budgets Allocation • Programs • Documentation • Governance • Architecture, Standards, • Training Processes • Training & Audits • Knowledge Management & Best Practices 34 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  35. 35. Roadmap Tracks BPM Program Processes Standards Alliances Services Platform/ Framework 35 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  36. 36. CoE Staffing Core Team Enabling Team Delivery Team IT  BPM CoE Leader • BPM CoE Leader/ • IT Program Mgr • Program Manager  Program Management • Project Managers Office • Process Consulting & Domain expert • Architect  Enterprise • Development Team Architecture Group • BPM Implementation • UI designers/ methodology expert Documentation writers  CIO Delegate • Quality Analysts • BPM Technology architect • Business Business • QA & Stds Lead • Domain/Business  Business Leader Analysts  End User • Training & KM Lead • Process Analysts 36 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  37. 37. 37 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  38. 38. COE Metrics & Review – ROI on Projects – End User success – Delivery excellence – Best practice Repositories – Round trip Engineering – SLA Adherence for Support – Rework Prevention in Design – Re-use potential – Quarterly Review with Steering Committee – Monthly compilation by Program Management Team 38 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  39. 39. Summary of Success Plan for Business/IT alignment Competitive strategy drives needs Needs and IT solution aligned to enable the business Process optimization is continual – “Lifecycle” implies ongoing – Best practice methodology is repeatable and able to evolve (flexible) – CoE approach results in standardization and optimization 39 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  40. 40. Questions & Answers © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  41. 41. Related Sessions Session # Insert title of session related to your session topic EJM01SN Enterprise Job Management Status and Plans 41 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  42. 42. Exhibition Center Related CA and Partner Technology Computer Associates – Booth 123 - Product X – Booth 456 - Product Y Partner – Booth 998 – Company / Product X – Booth 999 – Company / Services Y Exhibition Center Tours – Sign up at Information Desk Booth #xxx 42 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  43. 43. CA Technology Services and Education Hear how CA’s learning solutions can help you meet your business objectives – Visit CA Education in the Exhibition Center in Booth xxx, visit ca.com/education or call us at 1-800-237-9273 Learn how CA Technology Services can help your business – Visit the CA Technology Services stations in the exhibition center or on the web at ca.com/services 43 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
  44. 44. Session Evaluation Form After completing your session evaluation form ... ... place it in the basket at the back of the room. Please left justify the session number 44 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

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