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QPR Process Guide 8

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    Notes on slide 1

    This simple overview of how QPR ProcessGuide is being used in practice, shows two sides: process modeling and maintenance one one side and process viewing and collaboration on the other. QPR ProcessGuide allows multiple designers to work with the same process model simultaneously. This makes development and maintenance of the process model more effective. The designed process model is then communicated in the form of different views, which includes for example flowcharts, via a portal-based front end to the rest of the organization.So lets have a look at what both sides of the system have to work with...

    The people that create the process models work with QPR Process Designer, which is a windows-based client application. It provides them with all the tools they need to create and maintain process models. From defining the modeling notation to designing the processes in process maps to being able to look at the process model and maintaining its assets in different ways. There is a lot of functionality there as QPR ProcessGuide is a powerful modeling tool, but the user interface is kept quite simple, which makes it a nice and easy to use tool to work with. In the most often used view the designer will see a process explorer, which shows the hierarchy of process maps, a property explorer which provides direct access to model element properties and the tool palette, which displays all the modeling elements that are defined.

    The people on the other side of the system, so the ones that view the processes and use the collaboration features, they access the system via the QPR ProcessGuide Portal. The portal allows them to access all process related information rapidly, they can create their own views, the process hierarchy is there and all displayed process maps and information is interactive, so clicking on a map or element will lead you to more detail or to another process map and so on.

    If we then look at the general system architecture then we see the folowing components: We see the QPR ProcessGuide Portal, which is accessible via an intra, extra or internet connection. We see the QPR ProcessGuide Designer, which is a windows-based application and both of them connect to the QPR ProcessGuide Server and database, which contains the central process repository as well as all the user and access rights information. We also see a number of other connections, which means that we can connect the process model to external information or applications: Information hosted on the internet or your intranet, documents in your document management system, for example Microsoft SharePoint, online forms for workflow-based business applications and files in file systems.So that is a basic / high-level overview of the system.Now let’s have a look at the functionality that is available to the people that design and maintain the process model...

    When it comes to describing your processes it’s important to be able to do that in an accurate way, a way that suits the processes as they are executed in your organization. A main purpose of process documentation is communicating it and that communication needs to be clear in order for your people to understand it: You will want your process model and it’s flowcharts to ”speak the language of your organization”, and often this means that you will want to customize the notation. With QPR ProcessGuide this custimization is very simple, basically its done in 4 steps. If we look at the example here, where we want the notation to capture risks, then step 1 is to define the element called ”risk”. Step 2 then is to define the behavior of that ”risk” element on the process maps: For example do we want to allow desingers to link external information to a risk, to allow linking risks with flows, to allow multiple instances of the same risk on process maps and so on. Step 3 is to give our ”Risk” element a symbol which shows on the process map: Here we used a warning triangle symbol to do that. QPR ProcessGuide Designer provides a symbol editor to create symbols or to import them. Step 4 then is to define what other information we want to capture about a risk, for example who is responsible for it, what type of risk it is, what likelihood or impact it has and so on. You are completely free to decide what and how many of these custom attributes you want to add.After that the new element is ready to be used in modeling processes...

    Another facet of describing your processes accurately is making sure that your process model remains consistent, as consistent process maps transmit their message better. Think for example of a situation where on one process map we talk about a ”purchasing department” and on another about the ”procurement team” or we have ”the document management system” on one map and ”Microsoft SharePoint” on another. If we have no way of enforcing consistency then we may well end up with process maps that have activity types or flow-types that we have never heard of.QPR ProcessGuide allows you to make sure that everything remains consistent by using base models. Base models are managed centrally and here you define the modeling notation to be used but also the model assets, like for example what organization items (or: swimlanes) IT systems, documents and so on are available for the designers to work with. The designers then build process models that are based on the base model information. Another nice feature here is that if you want to change something, for example an IT system gets replaced or you have a reorganization then you only need to update the base model. Because there is a lasting relationship between the base model and the process models, all instances of the item that is changed in the base model are updated automatically in the process models.There still is some flexibility here as per process model you have the capability to decide what information from the base model you will reuse in the process models, but this has proven to be a good approach at restricting ”wild drawing” of process maps.

    A good process model, depicts processes in your organization from beginning to end, and in many cases that process will go across several functional departments, think about order fullfillment for example, which will include sales, production, maybe purchasing and distribution or logistics. Now you could of course capture that entire process on a single process map but you will then end up with such a large monster of a process map that finding information about part of the process becomes very cumbersome. QPR ProcessGuide enables you to divide a large process into a hierarchy of connected process maps, and it creates that hierarchy automatically for you. This way you obtain a complete and easy to maintain overview of your business processes and you make sure that information is easy to find. Both for the designers as well as the people that view the process information via the QPR ProcessGuide Portal.When it comes to designing and maintaining process information: QPR ProcessGuide allows you to do this in an iterative manner, both top-down as well as bottom-up. Top-down means that you start with a high-level view of your key processes and how they are connected and then you work them out in more detail. Bottom-up means that you start in detail, then select part of the process you created and collecting that into a sub-process. QPR ProcessGuide also allows you to reuse processes or parts thereof: meaning that unlike copy/pasting, if you change one instance of the process or part of it, then the other instances automatically change as well: So it helps make sure that everything remains up to date.And because over time things often change, QPR ProcessGuide also allows you to combine process maps and to split them apart. So unlike many flowchart drawing tools with QPR ProcessGuide you do not have to start all over when things change!

    So it’s important to know that process modeling is about more than just creating a collection of pretty looking charts. With process modeling all the elements you create on the drawing canvass are actual modeling objects, not just pictures of boxes in a drawing tool. When I talk about objects think about the activities, the decisions, the organization items or swimlanes and also their attributes, like owners for example.Because you are creating objects, you can reuse them on other process maps, instead of having to redraw them, so this makes process modeling faster but also more consistent.With a process modeling tool your process maps are connected to each other, essentially you are building an end-to-end model of how things are done in your organization and this will allow you to understand processes in your organization better and therefore you will be better equipped to improve them.What you will soon find out when you start with process modeling is that its an iterative process. You may start with a very high level and then move on towards more detail but you will also find that sometimes you need to go the other way: summarize a group of activities into a sub-process, and before you know it you will want to combine sub processes or take a process and divide it into several sub-processes. With a drawing tool this means you will have to start all over each time, but with a process modeling tool like QPR ProcessGuide you can do this iterative modeling without having to throw anything in the trash can, so it’s easier to maintain your process maps.Another big benefit of a process modeling tool and the shared common data model is that it is easier to keep everything up to date. If something changes, like for example the name of an organization item – you have a reorganization for example – or you decide to add a new attribute to an element, then all instances of that asset on all your process maps are automatically updated. With a drawing tool you would need to first find all instances of that asset on all your process maps and then update it manually.

    Often we see organizations that do not realize the difference between tools that allow them to draw process flowcharts and process modeling tools, like QPR ProcessGuide.A flowchart drawing tool basically allows you to draw pretty looking pictures of flowcharts or parts of processes, it’s more of an artistic exercise, which usually ends in a big collection of soon outdated flowcharts that nobody anymore looks at. It can be fun to draw pretty pictures, but inevitably you will end up with a mess.A process modeling tool also allows you to draw flowcharts, but here the flowcharts each represent a single view into a shared common data model, which is the actual process model. So by designing the process maps you are actually building or maintaining the process model, which is depicted here as a multi-dimensional data structure of activities, decisions, flows, model assests and attributes, which is surrounded by the process maps.The process model is aware of all the assets of your model as well as the connections or relationships between them. So process modeling tools allow you to create an actual end-to-end model of how things are done in your organization, and that provides a great basis for continuous improvement.So an important thing to consider is whether you want to be an artist or are you looking for a tool tat helps you improve business processes?

    Like I briefly mentioned earlier, QPR ProcessGuide allows you to connect the process model to external information. Most commonly we see organizations linking the process model to information contained in their document management system, like policies, quality documentation, budgets, presentations, video and so on. QPR ProcessGuide provides out-of-the-box integration with Microsoft SharePoint, so you’ll have all the features that that system provides, like versioning, check-in, check-out and so on. We also see organizations connecting their process model to databases, online forms and workflow applications, web and intranet content. The benefit of this is that process model viewers can simply click on the process map in the QPR ProcessGuide Portal and have immediate access to that information or application, so it helps them in doing their tasks – and this is very important as it makes sure that your process maps are actually used by employees: It becomes the organization’s up-to-date guide on how to do things.

    Flowcharts are great for showing how things are done in the organization, their limitation however is that they only show a single view into the model. Very often, especially when analyzing or maintaining the process model, you will want to have more complete views of a single dimesion of the model: For example a view of all the risks that you have identified and documented on all process maps, the risk owners, risk categories, implemented controls, the date when they were tested and the outcome of the test. You could of course get this by going through all the process maps one by one, but that can take quite some time.QPR ProcessGuide provides you with these custom views and the nice thing is that you can design them yourself. So here at the bottom of the slide you see such a view for risks and controls. From a model design and maintenance point of view this is very handy as you can simply add more risks and controls to the system wihtout having to place them on a process map first: So you can build libraries of elements: IT systems, documents, risks, controls and so on. The other nice thing here is that you can directly edit the information that is shown in the view or add information in case you see that it is missing: so this is a great feature for model maintenance.

    Any modern process modeling environment needs to provide designers the ability to control development – and so does QPR ProcessGuide. With version management you can save a changed model under a new version and still have access to all previous versions. You can choose to keep an older model published until you are ready with your changes or until your changes have been approved, you have the capability to roll back to a previous version and you have insight into the complete versioning history. So QPr ProcessGuide version management allows you to easily manage change during the development and maintenance process.

    With the key features of the designer side of things behind us let’s now then look at the other side: What is there for communicating process information effectively.

    The first topic that I would like to hight light here is QPR ProcessGuide’s ability to communicate the same process model in different languages. So we are not talking about copying process models and translating them into different languages – as that would be a maintenance nightmare – but instead to have one model that is available in many languages, and this is done with the ”Translation” fuctionality, of which you see a dialog at the top of this slide. All information that is available in the process model is available for translation, so not just the element names but also the attribute names and values etc.For organizations that have offices in different parts of the world this has shown to be an important feature as it allows them to communicate process information much more effectively.

    What we also see in many organzations is that their process documentation allows them to do improvements in many more areas than the one that they initially started with. Very often they start because they want to streamline processes and get the benefits of that but soon they expand the usage of process documentation to many more areas where this helps them improve things, think for example of quality management and risk management: Process maps are ideal for identifying and documenting the risks associated with the process and making sure that controls are implemented into the way things are done that mitigate the risks. But also training new employees, making sure to company complies with regulations and so on.So they end up with a situation where there are multiple audiences for a single process map and the process maps end up containing a lot of information. But people still want to only see the information that is relevant to their role and purpose in the organization. With other tools you probably end up creating multiple versions of the same process map and you will have to make sure that they all stay in synch, so a lot of maintenance there.QPR ProcessGuide takes a smarter approach in that it allows you to define custom process map views, in which you decide what information is visible for each view. So for a risks and controls view you would see the basic process map complemented with risks and controls and their relationships, but you would not see all that extra information in for example a ”process cycle time view”, where you would instead see other information such as activity processing times and process flow times.The result is that you end up with easy to understand process maps for each audience AND the effort you need to invest in maintaining it all remains as little as possible.

    When we talk about different audiences also access rights is something that comes to mind. In QPR ProcessGuide user management and access rights mean that you can restrict people or groups from accessing certain models. It also means that you can provide people or groups with access to just those processes that apply to their role in the organization, allowing you to be more effective in communicating process information.User management with QPR ProcessGuide can be integrated with your local user management system via LDAP or you active directory, which then also provides single sign-on capability.

    Your viewers will not only be interested in looking at flowchart views of your process model, similar to QPR ProcessGuide Designer also the portal allows the creation of custom views that look at different dimensions of the process model. For example an overview of all the risk mitigating controls that have been documented in the process model, when they were last tested, what the outcome of the test was, what the risk is that the control relates to and what activities are ongoing in the organization to improve the situation.Other examples are all it systems and their information flows, or all quality documentation by process and so on.QPR ProcessGuide also allows users to save these custom views as bookmarks and even share them with other employees.

    Finally QPR ProcessGuide provides several means for reporting process information. Firstly there are the briefing booklets. These are dynamic HTML-based online reports that can be shared and scheduled. Creating these briefing booklets is done by selecting the views you want into a basket and then assigning them to a report, where you can add text, like comments to the views. The reports are dynamic so any updates to the model are also reflected in these reports. Furthermore these reports are also interactive, so clicking on a model element will provide you with more detail and so on.The second reporting approach is provided by exporting the model information to a static Microsoft Word document. But here you essentially transport all the information in the model to a Word document.The third way of reporting is provided by the QPR Add-In for Microsoft Office. It provides a ”QPR tab” in the Microsoft Word 2007 user interface, which allows you to custom define your own reports, in terms of what information to extract from the model. You can save the report as a template and every time you publish it you’ll get the latest version of the modeling information you selected.

    Process management is not just about building models and looking at them, the aim of course is to improve them, so now let’s have a look at how QPR ProcessGuide helps you improve processes.

    A very nice feature of QPR ProcessGuide is that it allows you to link processes with performance metrics in QPR’s performance management tool QPR ScoreCard. This allows you to monitor how the process is performing against the targets you have set for improvement. Examples include monitoring actual process cycle times, costs involved with processes or activities, the status of risks and internal controls, targets that you have set for quality management and so on.The visual feedback you get can be in range colors, meaning that for example for poor performance a sub process or activity will show up in red color, for average in yellow and for good performance in green, you can show actual performance values or for example add a traffic light indicator to the modeling element. For example a control that failed a test will show up in red and a risk that has become unlikly to happen because you mitigated it so well will show up in green.Being able to link processes with performance management will provide your organization with an important and continuous driver for process improvement.

    While improving processes its handy to be able to do a simulation of the process as it will allow you to assess whether the change you are making is actually helping or if there are alternatives that improve things even more. With simulation QPR ProcessGuide allows users to find the pain points in process designs PRIOR to imlementing those processes and it also allows them to weigh different design alternatives and propose the best improvement suggestions.Of course simulation is just that: it never really copies reality and although you can invest a lot of effert into trying to mimic reality, maybe its better to use simulation just for getting a fairly good idea of the result improvement alternatives. For getting an accurate idea we recommend doing what was shown on the previous slide: To link processes with performance management as that will give you the real story.

    One way of improving processes is to automate them by a business application. Think for example about requesting reimbursement of expenses, opening of a bank account, loggin customer complaints or true system-to-system interactions and so on. The problem that many businesses have with automating processes is firstly the time it takes to build them and secondly the fact that the built application is often not exactly what the business people wanted. There often is a big gap between the business people who own the process and the IT people that build the application to automate it ad this gap very often results in delays: the application has to be rebuilt in the worst case because it is not what the business people wanted or a lot of iterations have to be done in order to fine tune the application. With QPR ProcessGuide, the business people start of with an accurate description of the process and insight how it fits into the entire picture, and remember only when you have a good understading of the process are you able to tell whether it makes sense to automate it. They can then give their accurate desctiption of the process to IT and the business analyst, who together can describe that same process in BPMN, which is a more detailed modeling notation that focuses on automating business processes. QPR ProcessGuide then automatically traslates that specification into BPEL, which is an XML format focused at describing business processes and that most business process execution engines or ”workflow engines” take as input format. The workflow engine then creates the business application. So there is alot of automation going on in the building of the application which not only reduces time but alos minimizes the gap between business and IT.

    Improving processes requires your employees to work together in doing so. QPR ProcessGuide allows that collaboration to happen inside the process management environment. It means that employees can add portal actions to process models and these portal actions can take many forms: comments about the current process or what has been changed, customer complaints, action plans, these would help start an improvement project, near misses for quality and risk management purposes, lessons or best practices, CAPA’s (Corrective and Preventive Actions) for quality management, control activities for risk management purposes, risk suggestions, auditor identified non-conformancies and so on.The nice thing is that organizations can actually customize these portal actions, so decide what fields are available, how they are called, whether you can attach external information etc. Users can define to who to publish these actions to, give a status to the action, decide whether they want people to be notified via email, attach information and link the action to multiple process maps.Each user has their own personal portal page ad this is where they will be informed of all the actions that require their attention and information that applies to their role.

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    QPR Process Guide 8 - Presentation Transcript

    1. QPR ProcessGuide
      Comprehensive Process Modeling and Management
    2. Agenda
      Why process management?
      QPR ProcessGuide overview
      Modeling processes with QPR ProcessGuide
      Communicating processes with QPR ProcessGuide
      Improving processes with QPR ProcessGuide
      QPR ProcessGuide benefits
      What our customers say
      QPR ProcessGuide demo
      Q & A
    3. Why process management?
      Competitive Pressure
      Competitors are doing things faster, cheaper, better
      Quality Management Initiatives
      Six Sigma, ISO9000, CMMI etc.
      Common goal: improve processes to improve quality
      Regulatory Compliance
      SOX, HIPAA etc.
      Expose processes and find opportunities for improvement
      Enterprise architecture and SOA
      IT-driven intitiative: provide new functionality or wrappers around legacy systems
      Identify the processes that will be consuming these services
      Corporate Performance Management
      Measures identify areas where processes can be improved
    4. QPR ProcessGuide Overview
      Make Process Excellence an Item on Everyone’s Agenda
    5. QPR ProcessGuide in use...
      process modeling and maintenance
      process viewing and collaboration
      process communication
      central repository
      process portal
      Effective development and maintenance of process information
      Effective communication to all process stakeholders
      A corporate-wide process management system
    6. Modeling and maintaining processes
      Ribbon Interface:quick access to all tools
      QPR ProcessGuide Designer
      Process Explorer:quick access to process maps
      Tool Palette:access to modeling notation
      Property Explorer:access to element properties
      A powerful process modeling environment focused at the business user
    7. Process viewing and communication
      Portal-based access to process information
      QPR ProcessGuide Portal
      Quick access to different process model views
      Personalized access to process information
      Interactive process map
      An easy to use, easy to customize interface to all relevant process info
    8. QPR ProcessGuideSystem Architecture
      Inter-/Intra-/Extranet
      Corporate Network
      Internet / Intranet
      Workflow engines
      QPR ProcessGuide Portal
      QPR ProcessGuide
      Server and DB
      (SQL, Oracle)
      Documentmanagement
      Documents
      QPR ProcessGuide Designer
      Microsoft SharePoint
    9. Modeling Processes
    10. Describe your processes accurately!
      Custom flowcharting notation
      Make your process model speak the language of your organization!
      Support for BPMN
      The language of IT people and systems
      Customizing your modeling notation with QPR Processguideis easy!
      ”Risk”
      : Risk category
      Linking information items
      : Risk owner
      Show on flow charts
      : Related controls
      Allow instances
      : Likelihood
      Allow flow linking
      : Impact
      3
      1
      2
      4
      Define attributes
      • All the information you want to capture
      Define behavior
      • Linking to documents?
      • Show on flow charts?
      • Etc.
      Create element
      - Give a name
      • Give a description
      Give it a Symbol
      • Pick a Shape
      • Pick a Color
      • Define what’s visible
      Provide business people a notation they understand and want to work with!
    11. Ensure consistent process models!
      Process model design:
      • Model with the available notation
      • Use the available assets
       Control over asset type usage
      Process model
      Process model
      permanent relationship
      REUSE
      Managed Centrally:
      • Modeling notation
      • Model assets:
      • pre defined organization items
      • available IT systems
      • available documents
      • etc.
       Restrict ”wild drawing”
      Base model
      Process maps remain consistent and transmit their message better!
    12. Model your processes end-to-end!
      An automatically created hierarchy of --CONNECTED -- process maps
      Iterative process development
      - Top-down: increasingly more detail
      - Bottom up: summarizing process parts
      - Combine: merge processes together intelligently
      • Divide: split a processmap into multiple ones
      • Instantiate: reusing of process components
      Obtain a complete & easy to maintain overview of your business processes
    13. A process model:More than a collection of charts!
      Process elements are actual modeling objectsvs. pictures of boxes in a drawing tool!
      Reuse instead of re-drawModel faster and consistent compared to drawing!
      Process maps are connected to provide the end-to-end viewGet a better understanding of processes!
      Process hierarchies can be combined or dividedTo enable a top-down & bottom-up, iterative modeling process!
      Updates to your model assets are automatically propagated throughout all process maps vs. find and update manuallyMake maintaining your process model assets easier!
      shared, common data model
      Identifying process improvement opportunities requires an end-to-end view!
    14. shared, common data model
      Do you want to be an artist or do you want to improve business processes?
      Flowchart drawing vs. process modeling
    15. Integrate with external information!
      Document Management
      QPR Portal
      shared, common data model
      Procedures, policies, quality documentation...
      Budgets, forecasts, templates
      Presentations, plans...
      one-click access!
      Video, Flash...
      Databases...
      Online forms, workflow applications...
      Web and Intranet content...
      Reseach, forms, brochures, white papers...
      Provide employees easy access to their task-related information sources!
    16. Get a complete view of model assets!
      Need for many different views into the model
      All IT Systems and their information flows...
      Show me all decisions made by the Purchasing Manager
      All information items and their location...
      All identified risks by business unit, their descriptions and the status of their controls...
      shared, common data model
      Model asset management
      custom views
      Directly editable information!
      Easily maintain all process-related information!
    17. Control your process development!
      Save model
      Provide versioning information
      Access to current and previous versions
      Easily manage process model changes!
    18. Communicating Processes
    19. Multi-lingual process documentation!
      One model,
      many languages
      Define requirements
      Identify tool vendors
      Evaluate tool
      Make purchasing decision
      C’est clair!
      Définir les besoins
      Identifier les vendeurs de software
      Evaluer le software
      Prendre la décision d’acheter
      Klar!
      Anforderungen definieren
      Anbieter der Software identifizieren
      Software bewerten
      Kaufentschei-dung machen
      Claro!
      Definir los requisitos
      Identificar proveedores
      Evaluar el software
      Tomar la decision de compra
      Clearly communicate process documentation across international operations!
    20. Provide custom views of processes!
      One process, multiple maps?
      multiple audiencesfor process maps
      #?&@!!!
      • quality management
      • risk management
      • performance optimization
      • regulatory compliance
      • training new employees
      • ensuring consistency
      • etc.
      QPR ProcessGuide: One process, one map, multiple views!!
      High-level, default view
      All employees
      define views
      IT Systems view
      IT
      Risk view
      risk manager
      Easy to understand process maps for all....with little maintenance effort!
    21. Provide people with personalized process information access!
      user management and access rights
      LDAP, active directory
      packaging
      marketing
      local user management
      accounting
      Process developer
      Be more effective in communicating process information!
    22. Create your own analysis views!
      I want an overview of all identified and documented controls, when they were tested and the outcome...
      Controls
      Test date
      Related risk
      Launch action
      Test outcome
      Design your own views...bookmark and share them!
    23. Be more effective in reporting process information
      Dynamic, interactive, browser based reporting
      Briefing booklets
      Portal-based reporting: collection of views with multiple distribution options to other portal viewers
      Static Microsoft Word reports
      Capture all process map information in a Microsoft Word document and distribute
      Dynamic Microsoft Word reports
      Freely design your own report contents, one-click publishing of latest information and distribute
      QPR Add-In for Microsoft Office
    24. Improving processes
      Cycle times
      Cost
      Compliance
      Risk
      Quality
    25. Measure process performance!
      So I can see exactly what processes or parts thereof require my attention!
      Processes linked with performance metrics:
      red:pooryellow: average green: good
      CRM data
      Financial data
      ERP data
      Monitor the actual performance of processes and activities against set targets...
      Easily find the ”pain points” in your processes!
    26. Simulate and analyze!
      Changes to the process or the environment it operates in
      change responsibilities
      add equipment
      reduce inventory
      increase ”set–up” time
      Find the pain points as well as the most effective improvement alternatives!
    27. Automate processes using BPEL!
      Detailed specification in BPMN notation by IT people
      Specification in flowchart notation by business users
      requirements
      Workflow-based Business Application
      BPEL specification
      export and execute
      Minimize the gap between business and IT !
    28. Collaborate and initiate improvment!
      Personal Portal Pages
      Process Model
      Personal Portal Pages
      Everything stored for auditing purposes!
      comments
      Recent changes
      customer complaints
      action plans
      near misses
      lessons
      My action plans
      CAPA’s
      discussion
      control activities
      My reports
      reports
      risk suggestions
      non-conformities
      Share more than just process maps and drive continuous improvement!
    29. Key Benefits of QPR ProcessGuide
      Improve how things are done in your organization effectively, with a tool
      That provides you an end-to-end, complete view of processes
      That allows you to implement changes effectively
      That involves all the people you need to involve
      Support multiple purposes in one environment
      Business process improvement
      Risk management & regulatory compliance
      Quality management
      Business Activity Monitoring
      Service Oriented Architectures
      Flexible, easy to use tool
      Easy to tailor to meet your needs
      Easily accepted by business users
      Get results fast!!
    30. QPR ProcessGuide key features
    31. About IYCON
      • Leading Consulting & Technology Solution Company in the Middle East, India and Oceania (Australia / New Zealand)
      • Provide High Quality Business & Technology Solutions across Middle East & India
      • Based out of Dubai Internet City, Dubai, United Arab Emirates (Middle East Operations)
      • Based out of Mumbai, India (Indian Operations)
      • Based out of Melbourne, Australia (Oceania Operations)
    32. The IYCON Mission
      • While today's markets belong to companies with a competitive advantage
      • The future belongs to companies with an Adaptive Advantage
      • We help companies discover and maintain their Adaptive Advantage
      Sustaining Your Adaptive Advantage ™
    33. Why IYCON?
      One of only six global QPR Strategic VAR’s (out of a total worldwide partner network of 72 partners)
      Has Techno-Commercial Consultants conversant with management methodology as well as QPR Tools
      Has dedicated Certified Technical Consultants on QPR Products – first line of local support
      Only QPR Partner worldwide to host dedicated QPR Self Serve Helpdesk (IYCON Helpdesk) for IYCON’s QPR Customers.
    34. Our Ongoing Value Proposition to Customers
      Understand customer requirements
      Offer a complete Solution - Technology - Training - Consulting
      Regular Health Checks to Sustain the Adaptive Advantage
      Quality SupportTimely ResponseTimely Resolution
    35. Our International Delivery & Support Model
      Deployment Onsite
      Training onsite on train the trainer basis
      Self Serve Helpdesk for support tickets (technical & business support issues)
      Contracted response and resolution times
      Remote support capabilities with 100% resolution guarantee
      Currently supporting organisations across 9 countries (Middle East, Indian Subcontinent & Oceania)
    36. IYCON Help Desk
      IYCON provides all IYCON-QPR Customers in the region access to the IYCON Help Desk.
    37. Self Serve Interface
      Track Response and Resolution times for support calls logged
    38. Customers in Middle East & Asia
    39. About QPR Quality. Processes. Results
      • Founded 1991, QPR Software Plc is an international specialist providing software and solutions for
      Process management
      Performance management
      Risk management & Compliance to Quality and Regulation
      • QPR´s and its resellers combined sales of QPR products and services totaling over EUR 20 million
      • QPR Software is listed on NASDAQ OMX Helsinki Ltd. (ticker: QPR1V).
    40. Globally recognized as best-of-the-breed products:
      QPR ScoreCard
      Performance Management
      QPR ProcessGuide
      Process Management
      Product Launch
      First recognition from Gartner Group in Leaders position in BPM/A tools
      2003 Launch of QPR 7.0 with Collaborative Management System portal
      Launch of QPR WorkFlow tool for Process automation
      Product Launch
      Balanced Scorecard Collaboration Certification
      First recognition from Gartner Group as a CPM Suite
      Launch of QPR FactView tool for data analysis
      ANALYSIS
      PROCESS AUTOMATION
      PROCESS DESIGN
      PERFORMANCE MONITORING
      2008 Launch of QPR 8.0 with MS SharePoint and MS Office integration
      2008 QPR 8.0 translated to more than 20 languages
    41. Customers
    42. Private Sector Customers Worldwide
    43.                                                                                          
      THE FINNISH
      DEFENCE FORCES
      Social Investment Fund for Local Development
      Public Sector Customers Worldwide
    44. Selected customer references
      Over a thousand organizations worldwide prefer QPR ProcessGuide!!
    45. Thank Youwww.qpr.comwww.iycon.com

    + IYCONIYCON, 5 months ago

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    QPR Process Guide 8

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