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    Pega world conference brochure Pega world conference brochure Document Transcript

    • Portofino Bay Hotelat Universal Orlando®, a Loews HotelPegaWORLDOctober 28-31Featured Speakers Include:MasterCardBCBS of MinnesotaHSBCCitibankAIGJPMorgan Chase & Co.Nationwide Services Company®
    • Why Attend? 4Learn how leading companies are using BPM to boost theiragility, increase revenue and save money through over 20 realworld case studies. Industries represented include banking,insurance, government, healthcare, card industry, hospitalityand manufacturing among others 4Profit from outstanding presentations by executives fromMasterCard, BNP Paribas Assurance (Cardif), BCBS ofMinnesota, AIG, HSBC, Aspire/Her Majesty’s Revenue andCustoms, JPMorgan Chase, Gartner, Forrester and many others 4Learn how to apply advanced features in the latest versions ofSmartBPM®and Customer Process ManagerTM 4Boost the ROI of your BPM projects with best practice tips oncapturing business objectives, implementation methodology,Centers of Excellence, performance tuning and more 4Provide feedback to Pega product managers on the productdirection of SmartBPM, Customer Process Manager and Pegaframeworks 4Test drive the value-add products, technologies and servicesavailable from Pega partners exhibiting in the Technology andPartner Pavilion 4Network with your industry peers during post-conferenceSpecial Interest Group sessions 4Learn about BPMS, Business Intelligence and Services OrientedArchitecture during the pre-conference workshop by BPM expertand author Dr. Setrag Khoshafian – one of last year’s most popularspeakers 4Largest BPM event of its kind from the BPM market leader– hundreds are expected to attend®PegaWORLD2007.com
    • Welcome toPegaWORLD 2007...where attendees will find tremendous value inthought-provoking keynote presentations andcase studies, in-depth and interactive technicaland product sessions as well as excitingnetworking events. Conference attendees willalso be able to engage with Pegasystemsexecutives, customers, leading industry analystsand strategic partners.Table of Contents Conference Schedule 2 Conference Sessions 6 Keynote Speakers 17 Venue Information 18 Customer Appreciation Event 20 Registration Information 21 Sponsors 22 Pavilion Presentation Schedule 22Table of Contents 1PegaWORLD
    • PegaWORLD 2007 Conference ScheduleConference Schedule2Sunday, October 28 Pre-Conference Sessions9:00 am – 8:00 pm Registration Tuscan Ballroom Foyer10:00 am – 12:00 pm Benefits of Using the Pegasystems Methodology for Agility and Ligurian II Continuous Improvement Presenter – Mike Bentley, Course Development Manager, Pegasystems 10:00 am – 12:00 pm Designing your System for Enterprise Reuse: Designing Your Ligurian III Enterprise Class Hierarchy Presenter – Jeff Vande Wege, Senior Instructor, Pegasystems 12:00 noon – 1:00 pm Lunch Citrus Piazza1:00 pm – 5:00 pm SmartBPM 2.0 – BPMS, BI, and SOA: What is it all About? Tuscan Ballroom I Presenter – Dr. Setrag Khoshafian, Vice President, BPM Technology, Pegasystems6:00 pm – 8:00 pm Welcome Reception Harbor PiazzaMonday, October 297:00 am – 5:00 pm Registration Tuscan Ballroom Foyer 7:30 am – 8:15 am Breakfast Citrus Piazza8:30 am – 10:15 am Day One Keynote Speakers Tuscan Ballroom III & IV 8:35 am – 9:20 am Alan Trefler, CEO and Chairman, Pegasystems 9:20 am – 10:15 am Innovation: Oxygen for Business Growth MasterCard Worldwide Roy Dunbar, President, Global Technology & Operations10:30 am – 11:30 am General Session Tuscan Ballroom III & IV Driving Business Transformation through Transaction Lifecycle Management BlueCross BlueShield of Minnesota Laurie Clark, Vice President, Business Design and Enterprise Transactions11:30 am – 1:30 pm Partner and Technology Pavilion Venetian Ballroom III, IV &V12:30 noon – 1:30 pm Lunch Citrus Piazza1:45 pm – 5:15 pm Breakout Sessions5:30 pm – 7:00 pm Reception: Partner and Technology Pavilion Venetian Ballroom III, IV &V7:00 pm – 10:00 pm Customer Appreciation Event Universal Studios
    • TechnologyCustomerCaseStudyCustomerCaseStudyTechnologyCustomerCaseStudyConference Schedule 3Breakout Sessions Monday 1:45 pm – 2:45 pm Customer Presentation Tuscan Ballroom I Royal Bank of Canada The Strength from Within – a Global Centre of Excellence Tuscan Ballroom II HSBC, Presenter – Duncan Kime, Customer Engagement Manager for Group Workflow and Document Management Solutions Lean BPM for Accelerated Success Ligurian I Helphire Group plc Presenter – Richard Edwards, Managing Director of IT Re-Use of Business Rules in Multi-State, Multi-Channel Solutions Ligurian II Presenter – Steve Bixby, Senior Product Manager, Pegasystems Top Tips for Improving the Customer Experience & CSR Effectiveness Ligurian III Presenters – Amy Bethke, Director of Product Management, Pegasystems and Neal Beliveau, Senior Product Manager, Pegasystems3:00 pm – 4:00 pm Seizing New Market Opportunities with Agile Technology Tuscan Ballroom I Computer Sciences Corp. (CSC) Presenter – Andy Anderson, Vice President Driving Operational Efficiency and Effectiveness Across Multiple Lines of Tuscan Ballroom II Business Using SmartBPM JPMorgan Chase & Co. Presenter – Linda Baril, Vice President Live Locally, Serve Globally – A Customer’s View Ligurian I Citi Markets and Banking, Global Transaction Services (GTS) Presenter – David Strong, Director Build for Change®by Capturing Your Business Objectives Ligurian II Presenter – David Vidoni, Product Manager – BPM, Pegasystems Making the Most of Pega’s SmartBPM Auto-Generated User Interface Ligurian III Presenters – Chris Young, Sales Consultant, Pegasystems and Carsten Rust, Sales Consultant, Pegasystems4:15 pm – 5:15 pm Customer-Centric BPM at Starwood – Building a Transformative Business Platform Tuscan Ballroom I Starwood Vacation Ownership Presenter – Ian Cole, Vice President of Strategic Technology Reusability of BPM Driving Multiple Project Successes Tuscan Ballroom II SunTrust Banks Inc. Presenters – Trace Fooshee, Process Consultant and Chris Caspersen, Process Lead Achieving Security, Compliance and Automation in Less Than Two Months Ligurian I ViPS Presenter – Joseph Kostakis, Manager Power Tools for New Product Introduction: Pegasystems Product Configurator Framework Ligurian II Presenters – Brian McCabe, Sales Consultant Manager, Pegasystems and Carl Hibshman, Product Manager – Product Configuration, Pegasystems Rich Customer Experience: SmartBPM on the Web Ligurian III Presenter – Don Schuerman, Sales Architect Manager, PegasystemsTechnologyPegaWORLD2007.com
    • PegaWORLD 2007 Conference ScheduleConference Schedule4Tuesday, October 30 7:00 am – 5:00 pm Registration Tuscan Ballroom Foyer 7:00 am – 8:15 am Partner and Technology Pavilion Venetian Ballroom III, IV &V7:30 am – 8:15 am Breakfast Citrus Piazza8:30 am – 9:15 am Day Two Keynote Speakers Tuscan Ballroom III & IV Bringing BPM to the Enterprise – Vision and Practice Daryl C. Plummer, Managing VP, Chief of Research and Chief Gartner Fellow9:15 am – 10:00 am SmartBPM Latest and Greatest Tuscan Ballroom III & IV Kerim Akgonul, Vice President, Product Management and Russell Keziere, Senior Director, BPM MarketingBreakout Sessions Tuesday AM 10:15 am – 11:15 am Creating a Backbone for Enterprise Services Tuscan Ballroom I Nationwide Services Company (Nationwide Insurance) Presenters – Patrice Bordon, Director and William Miller, Vice President Applying SmartBPM Technology to Support the London Insurance Market Tuscan Ballroom II Xchanging Presenter – Jonathan Bradshaw, Managing Director, Implementation Removing Risk in a High-Risk Business Ligurian I PharmaCare Management Services (CVS/Caremark) Presenter – Ralph DiNinno, Vice President, Business Applications Development Taking BPM Global: New Localization and Internationalization Capabilities Ligurian II Presenters – Karen Zelevinsky, Software Engineering Manager, Pegasystems and Chris Young, Sales Consultant, Pegasystems SmartBPM Centers of Excellence Ligurian III Presenter – Jo Hoppe, Vice President & CIO, Pegasystems11:15 am – 12:30 pm Partner and Technology Pavilion Venetian Ballroom III, IV &V12:30 pm – 1:30 pm Awards Luncheon Citrus PiazzaBreakout Sessions Tuesday PM 1:45 pm – 2:45 pm IBM & Animal Health (DEFRA) Tuscan Ballroom I Presenter – Dr. Ann Nolan, Transformation Director, Animal Health (DEFRA) Driving Productivity in Insurance Policy Management Tuscan Ballroom II BNP Paribas Assurance (Cardif) Presenter – Amal Sud, Information Officer Modernizing Healthcare Claims Administration Leveraging SmartBPM Ligurian I Virtusa & NASCO Presenters – Michael J. Price, Director, Consumer and eBusiness Solutions, NASCO and Baskar Mohn, Program Manager, VirtusaCustomerCaseStudyTechnologyCustomerCaseStudy
    • TechnologyTechnologyCustomerCaseStudyConference Schedule 5Breakout Sessions Tuesday PM 1:45 pm – 2:45 pm Expediting Rollout with Automated Testing Ligurian II Presenters – Kim Griffin, Senior Product Manager, Pegasystems and Kerim Akgonul, Vice President of Product Management, Pegasystems Designing High Performance SmartBPM Applications Ligurian III Presenter – Ian Fitzpatrick, Senior Technical Support Engineer, Pegasystems3:00 pm – 4:00 pm BPM meets BPO Tuscan Ballroom I Satyam & Resolve Presenters – Adam Fariello, IT Director, Resolve Corporation and Sreejit Pavithran, IT Program Manager, Satyam Process Data Change Management with PegaRules Tuscan Ballroom II Cognizant & AMD Presenter – Juergen Sieberg, Project Manager, Factory Automation, AMD Customer Presentation Ligurian I Aspire / Her Majesty’s Revenue and Customs Implementation Approach and Best Practices Ligurian II Presenter – Frank Apap, Technologist, Pegasystems and Brian Ratcliff, Engagement Leader, Pegasystems Monitoring and Analyzing SmartBPM System Performance Ligurian I Presenter – Stephen Carr, Technical Solution Director, Pegasystems4:15 pm – 5:30 pm General Sessions Venetian Ballroom III & IV Panel Session: Design for People – Build for Change® Featuring – Connie Moore, Forrester Research with Tom Vicknair, JPMorgan Chase; Gary Plotkin, The Hartford; and Bill Dow, AIG5:30 pm – 5:45 pm Closing Remarks – Alan Trefler, CEO and Chairman, Pegasystems Venetian Ballroom III & IV5:45 pm Conference ConcludesWednesday, October 31 Post-Conference Sessions 7:30 am – 8:15 am Breakfast Citrus Piazza8:30 am – 9:30 am Production Innovation Hot Seat Session – Kerim Akgonul, Vice President, Tuscan Ballroom I Product Management, Pegasystems9:30 am – 11:30 am Insurance Special Interest Group Michelangelo Room Healthcare SIG Tuscan Ballroom II Banking & Capital Markets SIG Bernini Room PDN DaVinci RoomPegaWORLD2007.com
    • PegaWORLD 2007 Conference SessionsConference Sessions6Pre-Conference SessionsSUNDAY, October 28Pegasystems will be offering a number of pre-conference sessions as an additional value for PegaWORLD 2007 attendees. We willbe offering sessions for Business Architects and Systems Architects to enhance your knowledge and maximize your Pega solutions.Please register early as there are a limited number of seats available. Business Architect – Benefits of Using the Pegasystems Methodology for Agility and Continuous Improvement Presenter – Mike Bentley, Course Development Manager, Pegasystems In this session we will examine each stage of the Pegasystems methodology, describe how best to achieve a positive ROI anddiscuss the characteristics of a good implementation project. Systems Architect – Designing your System for Enterprise Reuse: Designing Your Enterprise’s Class Hierarchy Presenter – Jeff Vande Wege, Senior Instructor, Pegasystems Your SmartBPM class structure defines how you reuse rules across your applications. Designing it correctly is fundamental tobuilding enterprise-level SmartBPM solutions. During this course, you will examine the Pegasystems Best Practice EnterpriseClass Hierarchy. More importantly, using an extended example, you will learn the steps required to build and apply this classstructure to any company and its SmartBPM applications. SmartBPM 2.0 – BPMS, BI, and SOA: What is it all about? Presenter – Dr. Setrag Khoshafian, Vice President, BPM Technology, Pegasystems This four-hour workshop is designed both for those new to BPM or for those looking to plan their next BPM project. Attendeeswill learn the basic concepts and components of BPM Suites. You will also learn how organizations are taking advantage ofthe latest trends in BPM to add more intelligence, decision support, and alignment of business goals and policies with theirprocess improvements to directly affect ROI.Conference SessionsMONDAY, October 29 Innovation: Oxygen for Business GrowthMasterCard Worldwide Roy Dunbar, President, Global Technology & OperationsIn the opening decade of this millennium, innovation is the oxygen that catalyzes growth and achievement. What happens whenyou pump innovation—in the form of process improvements and high-value technology—into your systems? You ignite a powerfulchain reaction that can propel your company through ascending orders of competitive advantage. The first order brings notablebenefits: diminishing costs, lower error rates, and improvements in productivity. But visionary leaders at every level do not stopthere. They understand that these advancements merely set the stage for truly powerful results. Process and technology innovationscan fuel your company’s competitive advantage well beyond these basic improvements.
    • Conference Sessions 7Driving Business Transformation through Transaction Lifecycle ManagementBlueCross BlueShield of Minnesota (BCBSMN)Presenter – Laurie Clark, Vice President Business Design and Enterprise TransactionsThe healthcare industry is going through real transformation. By investing in new technologies, collaborating with partners, andbuilding on standardized data & transaction sets, healthcare organizations have begun to transform their business and respond togrowing demands for customer focus. BlueCross BlueShield of Minnesota is a pioneer in this transformational movement.To support its strategic vision, BCBSMN has created a “Common Transaction Framework” that takes the complexity out of backoffice processing. This Framework, a constellation of common services and components used for transaction and data-sharing, hasbeen successful in bringing BCBSMN new capabilities to meet and exceed its customers’ expectations.This session highlights how BCBSMN: Created a common framework for all transaction processing within the enterprise; Uses the enterprise transaction framework across different transaction types (pharmacy claims, enrollment & billing); Ensures success through the development and integration of internal business process expertise and the oversight of a rulesmanagement office; Achieved dramatic productivity improvements; and Plans to implement the strategy throughout the organization.Customer PresentationRoyal Bank of CanadaThe Strength from Within – A Global Centre of ExcellenceHSBCPresenter – Duncan Kime, Customer Engagement Manager for Group Workflow and Document Management SolutionsHSBC has an objective to be the world’s local bank – acting globally but delivering locally. Large organizations often struggle tomaintain control over IT development and business delivery in multiple locations. HSBC has invested in a workflow Centre ofExcellence to deliver effective BPM solutions across many regions, businesses and technologies. Strong architectural guidelinespromote specific BPM standards within a specialist Centre of Excellence framework to ensure consistent solution delivery andultimately gain value from re-use and collaborative working.The presentation will explore: The reality of designing and developing processes across an extensive global environment; How workflow solutions can be re-used across a diverse business; and Using a service backbone for IT development and business delivery.44444444PegaWORLD2007.com“The focus on the client experience and their implementationsmade the conference very informative.” — PegaWORLD2006 Attendee
    • PegaWORLD 2007 Conference SessionsConference Sessions8Lean BPM for Accelerated SuccessHelphire Group plcPresenter – Richards Edwards, Managing Director of ITHelphire has effectively applied lean manufacturing techniques to a major Pegasystems SmartBPM implementation for this leadingUK Financial Services organization. The approach has improved the quality of delivery while at the same time delivering quantifi-able benefits. But the techniques deployed come with caveats and lessons learned. As a leading proponent of agile methods andwith the experience of having helped create some of the most widely used IT development and project management methods inuse today, this presentation will combine a discussion of theory and practice and how they intersect in the real world.In this session: Learn the importance of change management Hear how lean manufacturing principles and tools can be applied to other types of organizations; and Discover the lessons and experiences of contracting for uncertaintyRe-Use of Business Rules in Multi-State, Multi-Channel SolutionsPresenter – Steve Bixby, Senior Product Manager, PegasystemsThe architecture of Pegasystems is designed to handle the definition and management of applications that allow for specialization.This specialization can be based on aspects about the customer that the application is serving. For example, an application canidentify the special needs of a “Gold Level” customer in Texas, applying for a product offering through a Web-based access vs.“Gold Level” customer in Indiana applying for the same product via an agent. As a result of attending this session, you will seehow the system provides facilities to manage the different ways to handle the customer request based on individual circumstance,enabling companies to provide the highest level of customer service while promoting re-use.Top Tips for Improving the Customer Experience & CSR EffectivenessPresenters – Amy Bethke, Director of Product Management, Pegasystems and Neal Beliveau, SeniorProduct Manager, PegasystemsLooking for ways to increase both customer satisfaction and service efficiency? Join this session to learn top tips for delightingcustomers, improving the productivity of customer-facing staff, and rapidly deploying intent-driven service processes. This sessionwill also highlight recent and planned enhancements to Pega’s award-winning customer service solution, Customer ProcessManager (CPM).444“Interaction with other Pega clients was extremely beneficial– and hearing the experiences of other organizations was quitehelpful … Every session I attended had relevant informationfor us.” — PegaWORLD2006 Attendee
    • Conference Sessions 9Seizing New Market Opportunities with Agile TechnologyComputer Sciences Corporation (CSC)Presenter – Andy Anderson, Vice PresidentWith the passage of the Medicare Modernization Act (MMA), the U.S. federal government took an important step towards offeringseniors a broader set of health insurance options including, for the first time, prescription drug coverage. Contracts were awardedin August 2005 and phone lines were opened in October, leaving barely 3 months to start-up Prescription Drug Programs (PDPs).One of the top performing PDPs today is Community Care RxSM, a collaboration of MemberHealth Inc (MHRx) and ComputerSciences Corporation (CSC). CSC purchased and deployed Pegasystems BPM as a corner stone of its PDP operational strategy andas a means for staying agile to handle the on-going complexity and transformation of their business.This session highlights how CSC continues to take BPM to the next level, finding new ways to handle complexity, grow marketopportunities, and reduce risk in a rapidly changing business including: Implementing BPM in less than 3 months to handle its enrollment operations - growing over a million members within its first6 months to become the 4th largest PDP in the country Extending its BPM implementation to customer service activities – handling 1.5 million calls in its first six months Creating high value customer service - with MemberHealth, garnering the Wilson award for #1 PDP plan for CustomerSatisfaction in the nation Expanding BPM for continuing improvement in operating efficiencies, and Maintaining program compliance with detailed federal requirements that continue to change and growDriving Operational Efficiency and Effectiveness Across Multiple Lines of Business Using SmartBPMJPMorgan Chase & Co.Presenter – Linda Baril, Vice PresidentJPMorganChase (JPMC) has a 23-year history with Pegasystems. For JPMC Treasury Services, it became essential to migrate fromthe Pega mainframe in order to reduce operating costs, increase responsiveness to the needs of the business, improve customerservice, and take advantage of new developments in the industry.Using SmartBPM, JPMC will be able to: Implement workflows to support straight-through processing (STP) for investigation handling Leverage the new SWIFTNET Exceptions and Investigations standards to improve customer service and achieve STP forinvestigation handling Provide a single, integrated, global Know Your Customer system (Strategic Know Your Customer – SKYC) for use by both itsTreasury and Investment Bank divisionsThis session will highlight how JPMC has: Implemented a rules-based approach Capitalized on workflow capabilities to automate operational processes Achieved robust reporting by incorporating Business Objects Leveraged its existing internal infrastructure Integrated with various customer reference, transaction processing, and onboarding systemsJPMC will also discuss its experience with the first SWIFTNet E&I transmission, and future plans for SmartBPM withinits operations.4444444444444PegaWORLD2007.com
    • PegaWORLD 2007 Conference SessionsConference Sessions10Live Locally, Serve Globally – A Customer’s ViewCiti Markets and Banking, Global Transaction Services (GTS)Presenter – David Strong, DirectorWhat does it take to serve a global customer? Industry trends show that customers are rapidly shaping the definition of true globalservice. With a global network spanning over 100 countries, Global Transaction Services (GTS), a business unit of Citi Markets andBanking, is a leading provider of cash management, trade, and securities services, to financial institutions, corporate clients andthe public sector around the world. With this unique perspective, and the power of Pegasystems SmartBPM, Citi is proving it can“live locally, service globally.”In this session: Learn about industry trends shaping the service space Review barriers and pathways that define true global service Learn how to solve real-world service challenges through a best in class, global, multi-product, service and exceptionprocessing platform.Build for Change®by Capturing Your Business ObjectivesPresenter – Dave Vidoni, Product Manager – BPM, PegasystemsSmartBPM provides facilities that manage the conception and elaboration of business objectives, use cases, and involved partiesof mission critical solutions, directly in the system. This allows for a collaborative environment to define the system requirementsand quickly build supporting solutions. During this session, you will learn the methodology for hands-on collaborative initiationof projects.Making the Most of Pega’s SmartBPM Auto-Generated User Interface Presenter – Chris Young, Sales Consultant, Pegasystems and Carsten Rust, Sales Consultant, PegasystemsThis session will explore how to build easy to use applications, which require little training. See how the latest tools in SmartBPMcan help your organization build compelling end-user screens that manage navigation, validation and intent-driven processing.Customer-Centric BPM at Starwood Vacation Ownership - Building a Transformative Business PlatformStarwood Vacation OwnershipPresenter – Ian Cole, Vice President of Strategic TechnologyThe vacation ownership industry has seen double-digit growth over the last decade, with no signs of slowing. This growth, fueledby the acquisition of vacation ownership companies by branded hotel companies has led to increasingly flexible products for theconsumer. These products allow the consumer to vacation in a variety of destinations, both within the company’s internal networkas well as external options such as hotel frequency programs or external exchange companies.As Starwood Vacation Ownership looked for technical solutions to provide the agility needed to power this growth, they selectedPega SmartBPM to provide both BRE and BPM capabilities.In this session: Learn how Starwood Vacation Ownership evaluates new application development requirements for their fit with the PegaSmartBPM application Hear about Starwood Vacation Ownership’s first SmartBPM project from the Project Manager and the knowledge gained fromthat project Learn how Starwood Vacation Ownership is developing their resources to implement and support the SmartBPM application444444
    • Conference Sessions 11Reusability of BPM Driving Multiple Project SuccessesSunTrust Banks Inc.Presenters – Trace Fooshee, Process Consultant, and Chris Caspersen, Process LeadAtlanta-based SunTrust provides deposit, credit, trust, and investment services to a broad range of retail, business, and institutionalclients. As a market leader in some of the highest growth markets in the United States and selected markets nationally, the compa-ny’s Enterprise Business Process group turned to Pegasystems to support its drive to meet service excellence, revenue growth andoperations effectiveness goals across channels, products and lines of business. Initial applications of Pegasystems Build for Changetechnology include a new online account opening process, and a fraud and anti-money laundering detection and investigationsbackbone helping to manage compliance with the Bank Security Act, USA Patriot Act and other regulations.In this session, you will hear: SunTrust’s vision for an Enterprise Business Process strategy and how they are organized to deliver on it How SmartBPM with Build for Change technology supports this cross-enterprise strategy with collaboration and re-use The specific advantages of using a BPM approach to develop a Fraud and Anti-Money-Laundering Investigation CaseManagement Backbone and on-line Account opening solution The roadmap for future applications of BPM technology across the organizationAchieving Security, Compliance and Automation in Less Than Two MonthsViPSPresenter – Joseph Kostakis, ManagerViPS, a wholly owned subsidiary of HLTH corporation providing technical solutions, strategic consultation & service integrationfor government & commercial healthcare payers, had aggressive deadlines to develop mission critical systems to support newadministrative programs for the Centers for Medicare and Medicaid Service (CMS). The systems had to be highly scalable, highlyavailable, highly secure, fully redundant and compliant with all federal requirements. ViPS met their aggressive deadlines andachieved a secure, compliant, automated system providing on-line registration, application, payment, and payment reconciliationsfor program participants.This session highlights ViPS’ use of Pega and details how ViPS successfully met federal security and architectural standards withinexacting deadlines, including: Achieving compliance with the CMS 3-zone architecture consisting of firewall separated presentation, application and datazones Ensuring security and privacy for all web-based access to the system Deploying new technology within an environment that required system flexibility and agility due to undefined and evolvingprogram requirementsPower Tools for New Product Introduction: Pegasystems Product Configurator FrameworkPresenters – Brian McCabe, Sales Consultant Manager, Pegasystems and Carl Hibshman, ProductManager – Product Configuration, PegasystemsProduct Configurator, a SmartBPM-based Framework, provides the definition of new product offerings quickly and efficiently.It can easily define components of products that can be shared with other products, and can manage the offering and pricingefficiently and effectively.4444444PegaWORLD2007.com
    • PegaWORLD 2007 Conference SessionsConference Sessions12Rich Customer Experience: SmartBPM on the WebPresenter – Don Schuerman, Sales Architect Manager, PegasystemsBy reaching out to your customers and providing self service options through the power of the web, you enable better interactionwith your customers by providing transparency into your company’s business processes. Learn the technology behind exposingSmartBPM solutions to the web and building for the cross-browser user base.Conference Sessionstuesday, October 30 Bringing BPM to the Enterprise – Vision and PracticeDaryl C. Plummer, Managing Vice President, Chief of Research, and Chief Gartner FellowBPM is more than just technology, although picking the right BPM Suite is important. It is about people and methodology and awillingness to work together and actually transform the way business is done. In his keynote address, Daryl Plummer will helpyou to understand how to become aware of and overcome some of the key obstacles that stand between you and the success youcan achieve.SmartBPM Latest and GreatestPresenter – Kerim Akgonul, Vice President, Product Management, Pegasystems and Russell Keziere,Senior Director, BPM Marketing, PegasystemsPegasystems is recognized as the leader in BPM. But what does that mean for SmartBPM going forward? In this presentation,attendees will hear about the latest release of SmartBPM while learning about the features, functions and benefits of this world-class technology.Creating a Backbone for Enterprise ServicesNationwide Services Company (Nationwide Insurance)Presenters – Patrice Bordon, Director and William Miller, Vice PresidentNationwide is one of the largest multiple line carriers in the US and within two years with Pegasystems have achieved severalkey goals through the successful implementation of BPM. Within the Personal Lines Division, Pega is used to provide underwritingrules services and as the basis for managing rules changes and deployment. This presentation will discuss a targeted new applica-tion of Pega.In this session, you will: Understand Nationwide’s success to date in utilizing BPM Hear about expanded use of Pega as the foundation and backbone of rules and process management to be deployed acrossthe enterprise Learn what prior lessons have taught Nationwide Listen to their future goals for BPM as a critical component of their continuous improvement initiatives4444
    • Conference Sessions 13Applying SmartBPM Technology to Support the London Insurance MarketXchangingPresenter – Jonathan Bradshaw, Managing Director, ImplementationXchanging is fast growing, international pure-play BPO company performing complex business processes to blue chip customers.Amongst these customers are the many brokers and insurance companies of the London Insurance Market. This market is undergo-ing radical change as legacy processes handling $84 billion of claims and premium transactions annually are reformed to create afully electronic market. Xchanging has chosen Pegasystems SmartBPM as its group standard BPM technology and this technologynow is used to handle all electronic claims and premium transactions in the London Insurance Market.In this presentation, you will: Understand the criticality of BPM technology to the success of Xchanging’s operations Hear why Pegasystems SmartBPM was selected as the right solution for Xchanging Learn how Xchanging is applying BPM technologies to meet the challenges of the London Insurance Market today and inthe future Hear lessons learnt to date from the Xchanging director responsible for implementation of this technologyRemoving Risk in a High-Risk BusinessPharmaCare Management Services (CVS/Caremark)Presenter – Ralph DiNinno, Vice President, Business Applications DevelopmentCalculating and dispensing correct dosages of specialized medicines for compromised patient populations is the epitome of high-risk business. Inconsistency and inaccuracy in such situations affects more than just customer satisfaction and cost of business – itcan truly be a matter of life or death. The CVS/Caremark organization, America’s largest pharmacy chain with a leading pharma-ceutical services company, needed to eliminate risk from their pharmaceutical dosage calculation and dispensing business; theyfound their solution in SmartBPM.This session highlights the risks and results of CVS/Caremark’s successful deployment including: Creating common objectives and processes two months after the merger of their two separate organizations Meeting 30 day deployment requirementsTaking BPM Global: New Localization and Internationalization CapabilitiesPresenters – Karen Zelevinsky, Software Engineering Manager, Pegasystems and Chris Young, Sales Consultant,PegasystemsNew capabilities within SmartBPM completely streamline localization of applications in record time so that solutions can beextended to staff and customers throughout the world. This session offers take-away techniques on how to use a new wizard thatcan identify strings to be localized, package them for translation along with screens to show the context in which they are usedand ultimately import the translated strings. Other session highlights include a new inspector that allows developers and testers toeasily update or add translations and a tool to list all the places where a particular string is used.444444PegaWORLD2007.com
    • PegaWORLD 2007 Conference SessionsConference Sessions14SmartBPM Centers of ExcellencePresenter – Jo Hoppe, Vice President, CIO, PegasystemsIf you have completed one or more SmartBPM projects and are considering establishing a SmartBPM Center of Excellence (COE)within your corporation and/or line of business, this presentation is for you. In this session, Pega will provide you with a detailedblueprint on how to establish a SmartBPM Center of Excellence. Topics will include how to organize, staff, and govern Centers ofExcellence; how to empower and enable business-led project teams; how to utilize best practices and sound project methodologyto promote agility and ensure project team success; how to set up your COE to capitalize on reuse; and how to operate, manage,and maintain an effective line of business Center of Excellence.Customer PresentationIBM & Animal Health (DEFRA)Presenter – Dr. Ann Nolan, Transformation Director, Animal Health (DEFRA)Driving Productivity in Insurance Policy Management BNP Paribas Assurance (Cardif)Presenter – Amal Sud, Information Officer, BNP Paribas Assurance Netherlands (Cardif Nederland)BNP Paribas Assurance (Cardif), the insurance arm of BNP Paribas, has a vision to use a Build for Change methodology acrossmultiple areas of its business – policy administration, process management, and global application consolidation among others.With BPM, this vision is coming to fruition as Cardif is moving from the modification of endless lines of code to implement thesmallest business change to embracing an agile environment. This session will address just how this leading insurer is bringing thevision into reality by using SmartBPM.In this session, attendees will: Hear how Cardif intends using BPM technology to address multiple issues across its organization Learn about Cardif’s operational automation goals with BPM Discover the impact that the implementation of such technologies has on the organizationModernizing Healthcare Claims Administration Leveraging SmartBPMVirtusa & NASCOPresenters – Baskar Mohn, Program Manager, Virtusa Corp. and Michael J. Price, Director, NASCONASCO is a health care claims servicing company founded by BlueCross and BlueShield plans in 1987. Today, NASCOprovides services to plans in over 20 states, processing more than 140 million claims annually for over 10 million members.Their infrastructure has matured over time on their highly scalable and stable mainframe platform. NASCO is involved in atransformation effort to enhance their velocity and agility in meeting marketplace needs.NASCO engaged Pegasystems and Virtusa to build, implement, and maintain their first SmartBPM implementation based onPegasystems Healthcare Payer Framework to create a more agile environment overlaying the mainframe to better service the plansin their client portfolio. This session will present the challenges the business was required to meet and the solution approach alongwith the results and lessons learned in rolling out an initial SmartBPM application.444
    • Conference Sessions 15Expediting Rollout with Automated TestingPresenters – Kim Griffin, Senior Product Manager, Pegasystems and Kerim Akgonul, Vice President,Product Management, PegasystemsOur latest release of SmartBPM provides a robust set of capabilities to define, organize, manage and execute functional and unittest cases directly in the system. These features provide a means to introduce changes into systems quickly and accurately, byautomating the testing process and eliminating manual test case capturing and execution. During this session, you will also learndifferent approaches to creating a test plan which will enable end-users to efficiently manage and execute changes.Designing High Performance SmartBPM ApplicationsPresenter – Ian Fitzpatrick, Senior Technical Support Engineer, PegasystemsThis session is targeted primarily toward Lead System Architects, Development Managers and System Administrators. It focuseson a number of advisory and diagnostic features within the SmartBPM development environment that along with tips and bestpractices can and should be used proactively to design, develop, configure and deploy optimized applications.BPM meets BPOSatyam & ResolvePresenter – Adam Fariello, Resolve Corporation, IT Director and Sreejit Pavithran, IT Program ManagerLearn how a major BPO in Canada uses Pega SmartBPM to streamline their business processes to achieve operational efficiency.“Process” is the heart of any BPO services organization. The success of any BPO vendor is directly proportional to the efficiency ofthe processes it executes to serve its customers. In late 2006, a BPO major in Canada was faced with the challenge of establishingeffective controls for managing its business processes as a result of its continued business growth. This challenge combined withincreasing audit and compliance requirements made it imperative for the organization to look for ways and means to have a moreholistic approach to managing business processes and thus – BPM meets BPO.The architected solution automates several manual processes that existed at that time, removes redundancy in the existingprocesses and also ties the solution to the company’s existing infrastructure that managed content providing not only a return oninvestment but also return on information. The solution seamlessly integrates and interacts with the existing core business applica-tion thereby leveraging on existing IT investments.In this case study you will learn: How Pega SmartBPM can be used to create quick wins – a 90 day implementation How SOA is put to use for convergence of Process and content How data segregation is used to address the security and privacy needs for managing multiple portfolios on a sharedinfrastructureProcess Data Change Management with PegaRulesCognizant & AMDPresenter – Juergen Sieberg, Project Manager, Factory Automation, AMDCustomer PresentationAspire / Her Majesty’s Revenue and Customs444PegaWORLD2007.com
    • PegaWORLD 2007 Conference SessionsConference Sessions16Implementation Approach and Best PracticesPresenters – Brian Ratcliff, Engagement Leader, Pegasystems and Frank Apap, Technologist, PegasystemsMembers of Pegasystems’ senior delivery organization will discuss how Pega’s implementation methodology successfully deliverssolutions in conjunction with different life cycle models and technologies.Monitoring and Analyzing SmartBPM System PerformancePresenter – Stephen Carr, Technical Solution Director, PegasystemsThis session is targeted primarily toward System Administrators, Lead System Architects and System Managers and focuses ona number of features within the SmartBPM run-time environment that can and should be used to actively monitor and answerquestions around system performance and scalability.Panel Session: Design for People – Build for Change®Featuring – Connie Moore, Forrester Research with Tom Vicknair, JPMorgan Chase; Gary Plotkin, The Hartford; andBill Dow, AIGConnie Moore is Forrester’s vice president and research director, concentrating on business process management. She is also a keycontributor to Forrester’s mission to convert IT to BT or business technology, by showing how new build for change technology ishelping organizations build solutions that are designed for people. Connie will show how this new approach to business solutionscombines the yin of procedural flows with the yang of declarative intent and desire, to create a “whole brain” experience.After Connie’s presentation she will conduct a round table discussion with three leading practitioners on how they have broughtthese two sides together, and what it means to design for people and build for change.Post-Conference Sessionswednesday, October 31Product Innovation Hot SeatPresenter – Kerim Akgonul, Vice President, Product Management, PegasystemsJoin us for a discussion on what features and functionality are planned for the upcoming release. Attendees will have anopportunity to ask questions about future release capabilities in a live question and answer format.“… Relevant speakers, excellent corporate representation … andthe case studies were terrific. I loved the Forrester presentationand panel discussion … it was great.” — PegaWORLD2006 Attendee
    • 17PegaWORLD 2007 Keynote SpeakersKeynote Speakers W. Roy Dunbar is president of the Global Tech-nology and Operations Group at MasterCard World-wide, where he oversees the company’s strategicprocessing platform, global network, and quality ofoperations. From the group’s headquarters in St. Louis, Mr.Dunbar also serves as a member of the MasterCardPolicy and Operating committees. With broad expe-rience in technology, sales, marketing, product de-velopment, and general management, he is respon-sible for enhancing the technology and processingcapabilities of MasterCard for its customers aroundthe world. Mr. Dunbar was appointed to his current po-sition in September 2004, following a 14-year ca-reer at Eli Lilly, where in his last position, he waspresident of the company’s Intercontinental Region.In that role, he was responsible for Eli Lilly’s opera-tions in Africa, the Middle East, the Commonwealthof Independent States, Asia, Latin America, andthe Caribbean. Prior to that, he was Eli Lilly’s vicepresident of Information Technology and chief in-formation officer. With a staff of more than 2,700technology professionals, Mr. Dunbar oversawinformation-systems projects aimed at shorteningproduct-development cycles, enhancing knowledgemanagement, increasing productivity, and improv-ing customer relationships. He is credited with hav-ing led Eli Lilly to rank as the most innovative userof technology in the pharmaceutical industry, and in2003, Information Week named him Chief Informa-tion Officer of theYear. Apart from MasterCard, Mr. Dunbar is a mem-ber of the board of directors of Humana Incorporat-ed and of EDS Corporation. He is also on the boardof the Executive Leadership Council Foundation.Born in Jamaica and raised in England, Mr. Dunbargraduated from Manchester University in the UnitedKingdom with a degree in pharmacy. He later re-ceived a master of business administration degreefrom Manchester Business School.Roy DunbarPresident, Global Technology & OperationsMasterCard Worldwide Daryl Plummer manages the Emerging Trendsgroup in Gartner and is a primary analyst in softwareinfrastructure. He is responsible for research in In-ternet platforms and Web services, applications de-velopment, application integration and middleware,emerging trends and technologies, and enterprisearchitecture. Mr. Plummer also manages the GartnerFellows program, which is designed to allow senioranalysts the opportunity to explore new researchideas and to elevate the Gartner culture and brandwith clients. With Gartner for 10 years, he has more than 25years of experience in the IT industry. Prior to join-ing Gartner, Mr. Plummer was division director andtechnology coordinator for the State of Florida’s De-partment of Management Services. Mr. Plummer wasalso data center director of theTechnology ResourceCenter, one of the largest data centers in Florida. Inthis capacity, he managed the introduction of state-wide client/server systems and methodologies. Hewas instrumental in the creation of the state’sTCP/IPnetwork and designed and implemented the FloridaCommunities Network — Florida’s economic Inter-net presence. Daryl holds a B.S., Architectural EngineeringTechnology from Florida State University, a M.S.,Computer Science from Florida State University anda M.S., Math-Computer Education.Daryl PlummerManaging Vice President, Chief of Research, and Chief Gartner FellowGartner Connie is a vice president and research direc-tor, concentrating on business process managementand workflow software, information and knowledgemanagement, and all aspects of enterprise contentmanagement. This includes Web content manage-ment, document management, and knowledgemanagement. Connie came to Forrester through its acquisi-tion of Giga Information Group. She has more than20 years of experience in the IT industry and hadbeen with Giga since it began in 1995. Prior to join-ing Giga, Connie managed BIS Strategic Decisions’European IT Consulting Group, headquartered inthe United Kingdom. Before joining BIS, Connie wasvice president of product marketing at TDC (nowpart of BancTec), a manufacturer of high-end docu-ment capture systems. She also was a manager withAndersen Consulting (now Accenture), specializingin document management, document imaging, enduser computing, and local area networks (LANs).Earlier, Connie was with Wang Laboratories, whereshe managed the technical support resources for theUS Department of Defense and other governmentagencies. She began her career in IT and manage-ment at Mathematica Policy Research. Connie has chaired 10 Business Process andWorkflow conferences in Europe and the UnitedStates during the past six years, was co-chair of theLeveraging Knowledge conference, and has servedas a director of AIIM International, the premier asso-ciation for the document management industry. Shehas also been the lead judge in Giga’s ExcellenceAward program for document management, work-flow, and knowledge management, and she hascontributed chapters to several of the Excellence inPractice books on workflow software implementa-tions. Connie holds a B.A. in political science and his-tory from East Carolina University and an M.B.A. ininformation systems from George Washington Uni-versity.Connie MooreVice President, Research DirectorForresterPegaWORLD2007.com
    • PegaWORLD 2007 Venue InformationVenue Information18Portofino Bay Hotelat Universal Orlando®, a Loews HotelExperience la dolce vita...the sweet life...in thisbreathtaking re-creation of an Italian Rivieraseaside village – the Portofino Bay Hotel atUniversal Orlando, a Loews Hotel. Stroll thecobblestone streets of the sun washed harborpiazza, gelato in hand. Play a friendly game ofbocce ball. With eight dining options, you’ll findyourself saying buon appetito before every meal!PegaWORLD 2007 Hotel AccommodationsYour conference registration fee does not includeaccommodations. Pegasystems has secured a block ofrooms at the rate of $209 per night plus applicable taxes.You must make your reservations with the hotel directly bycontacting the hotel at 1.407.503.9276 or within the US at1.866.360.7395, before Friday, Oct. 5, 2007 at 6 pm EDT.Reservation requests received after the cut-off date willbe accepted based on availability at the group rate.All reservations not guaranteed by advance depositor appropriate credit card guarantee are subject tocancellation.Subject to availability, the Hotel is offering the group ratethree (3) days before and three (3) days after the conference;provided such reservations are guaranteed to the Hotel andare subject to applicable cancellation policies.The Portofino Bay Hotel has:Beautifully appointed guest rooms and suites with allthe amenities a business or leisure traveler needs:4A World-class, full-service Mandara Spa andfitness center4Three themed swimming pools4Onsite shopping with a variety of art galleries andboutiques4Access to the area’s finest golf courses4Campo Portofino®supervised children’s activitycenter4Portofino Bay Hotel guests receive exclusivebenefits including: 4Universal Express Ride Access 4Complimentary on-site transportation via water taxis or shuttle bus service 4Priority seating at select Universal Orlando® theme park restaurants
    • Venue Information 19Additional Hotel AccommodationsIn addition to the room block at the Portofino Bay Hotel,Pegasystems has added a small room block at the Hard RockHotel®at Universal Orlando®Resort, the perfect mix of funkand just plain fun. Attendees can make hotel reservationsdirectly by contacting the hotel at 1.407.503.9276 or withinthe US at 1.888.273.1311. You must make your reservationsby Friday, October 5, 2007 at 6 pm EDT. Reservationrequests received after the cut-off date will be acceptedbased on availability at the group rate. All reservations notguaranteed by advance deposit orappropriate credit cardguarantee are subject tocancellation.Airline DiscountsPegasystems is also pleased to offer a travel discount withAmerican Airlines and AirTran for attendees. 4American Airlines, please contact within theUS 1.800.433.1790 with authorization number:A39H7AK. For international travelers, please visitwww.aa.com for airline reservations. 4Air Tran, please contact 1.866.683.8368 with eventcode number: MCO 102807Airport Ground TransportationGround transportation options are available for transfersbetween the airport and hotel: 4Taxis are located outside baggage claim and areavailable throughout the day without reservations. 4Mears Transportation provides sedan transfers andShare Ride shuttles. Reservations can be made onlineat www.mearstransportation.com.Passport and Visa Requirements for InternationalDelegates Traveling to the USAAs of October 26, 2004, Visa Waiver travelers from all 27Visa Waiver Program countries must present a machine-readable passport at the U.S. port of entry to enter the U.S.without a visa, otherwise a U.S. visa is required.Time ZonesIn October, Orlando, Florida will be under U.S. EasternDaylight Savings Time which is -4 hours from GreenwichMean Time.WeatherAverages for October in Orlando, Florida USA Avg Avg Record Record High Low Mean. High LowOct 83°F 64°F 74°F 95°F (1971) 39°F (1989)Oct 28°C 18°C 23°C 35°C (1971) 4°C (1989)Voltage RequirementsThe electric voltage in the USA is 120V (60 Hz). Smallelectrical appliances and laptops may require a transformerand converter, please check your manufacturer’s guide forrecommendations.PegaWORLD2007.com
    • Customer Appreciation Event20PegaWORLD 2007 Customer Appreciation EventJoin us on Monday evening, October 29th from 7:00 to 10:00 pm as we exploreThe Lost Continent®at Universal’s Islands of Adventures®. Explore an agelessland of ancient myths and epic legends. Ride Dueling Dragons®,the world’s first inverted, dueling roller-coasters.An event not to be missed!Monday, October 29The Lost Continent®at Universal’sIslands of Adventures®Customer Appreciation Event
    • Registration Information 21PegaWORLD 2007 Registration InformationGroup RegistrationContact Pegasystems@meetingexpectations.com or phone866-479-6436 or 404-760-2820 to register groups of 5 ormore.Standard RegistrationJuly 1, 2007 to September 30, 2007$795Late RegistrationOctober 1, 2007 to October 28, 2007$995 Pre-Conference SessionsEnables attendee to attend any/all sessions. Pre-RegistrationRequired.$200Evening Event Guest FeesChild: $50Adult: $125 Substitution PolicyAn organization may substitute one attendee for another atany time prior to October 26, 2007. You may log in usingyour email address and password and make the substitution.Online registration will be open until Friday, October 26,2007. If you are interested in registering after this date, youwill need to register onsite in Orlando, FL.Registration Hours and LocationRegistration will be located in the Tuscan Ballroom Foyer,Level 1, where you can obtain conference name badgeand materials. The following are the dates and times theregistration desk will be open: Sunday, October 28 9:00 am - 8:00 pm Monday, October 29 7:00 am - 5:00 pm Tuesday, October 30 7:00 am - 5:00 pmPegaWORLD2007.com“The Conference was well timed, well executed, completelyprofessional … Great speakers and a visionary CEO, too!I’ve specialized in BPM and process improvement … and it’sexciting and refreshing to see a company that has created atool to facilitate this effort. You guys really ‘get it.’”— PegaWORLD2006 Attendee
    • Pegasystems would like to thank the following sponsors for their contributions to theconference. Be sure to join us in our Technology and Partner Pavilion where we will beshowcasing the latest products and services from these organizations. This list is as ofOctober 2, 2007.Platinum SponsorsGold SponsorsPegaWORLD 2007 Sponsors& Pavilion Presentation Schedule©2007 Pegasystems Inc. SmartBPM and Build for Charge are registered trademarks of Pegasystems Inc. All rights reserved.Sponsors & Pavilion Presentation Schedule PegaWORLD2007.com22PegaWORLD 2007 Pavilion Presentation ScheduleCome see presentations from the sponsors in our Mini-Theater located on the Technology andPartner Pavilion.Monday, October 29 11:40 am – 12:00 pm Virtusa Virtusa’s Pega Competency – Leading Clients through the BPM Journey Tarun Sharma, Vice President, Banking, Financial Services and Insurance12:10 pm – 12:30 pm Satyam The Road to Enterprise-Wide BPM Michael Melenovsky, Vice President Consulting and Enterprise Solutions, Satyam12:40 pm – 1:00 pm Cognizant Process Prioritization – Beginning of the BPM Journey Rajesh Goyal, Cognizant Technology Solutions, Project Manager – BPM Practice1:10 pm – 1:30 pm IBM Combining Pegasystems Software and IBM Technology to Automate and Change Business Processes5:40 pm – 6:00 pm Capgemini Cost-Effective Modernization of Insurance Policy Applications with SmartBPM and the Web6:10 pm – 6:30 pm HostbridgeTuesday, October 3011:30 am – 11:50 am PrintSoft Improving Automation and Control for Enterprise Correspondence with PrintSoft PegaDirect Avi Greenfield, Director of Business Development, PrintSoft