Business Process Management, Ultimus

Ultimus Business Process Management Mihails Galuška Nexum Insurance Technologies mihails.galuska@nexum.lv +371 29137360

Fight the lag time! 50% Reduction in Task Time Drives to 10% Reduction in Process Time 50% Reduction in Lag Time Drives to 40% Reduction in Process Time

Business process management 20% theory + 80% practice ◊ Construct the process (Quality) ◊ RUN & EXECUTE (Operations) ◊ Measure the process (task/lag time, process costs) ◊ Analyze ◊ Change (close the loop)

Fact view Process view Goal – collect information, core Goal – excellent customer & business operations with accounts, internal service, fast and products, HR, contracts accurate operations, control HR system, Accounts, Transactions, Contracts, Document storage Web access + Task automation Fast communications Operational control Error-free operations

Incoming invoice < 10 000 EUR & contract exists < 1 000 EUR & contract exists

Smart process routing Weighted groups 30% 70% Persons or groups Relative job functions Job functions Queues

Business rules ◊ Prioritize and classify contracts ◊ Set up automated reminders ◊ Define roles and deadlines ◊ Workload distribution ◊ Employee cost rates

User view - individual task lists • Real-time task lists - no reporting overhead • Prioritized active, completed, overdue, urgent tasks, • Outlook, browser or other application • Shared Inboxes

project manager

Archive man

bookkeeper supplier

Document library • All contract documents in one place! - Contracts - Appendixes - Reports - Invoices - Payment orders - Reminders • Access anytime from anyplace NEXUM Insurance Technologies

Debt collection Automated reminders and invoices Commission payment control Benefits: no human interaction to Benefits: no cash fraud and undue calculate, prepare and send them payments to brokers Debt information comes directly from accountancy Benefits: Debt collection starts immediately Classification according to predefined business rules Benefits: focus on the most promising and important debts, optimized workload

Product patterns Product First reminder Call Contract Pass to external Write-off break collector Loan secured +5 days, +10 days, customer +60 days, +90 days, +720 days, with income automatically manager lawyer automatically accountant >2000 LTL >2000 LTL >2000 LTL >2000 LTL >2000 LTL Loan against +10 days, +15 days, customer +60 days, +90 days, +360 days, surety automatically manager lawyer automatically accountant >2000 LTL >2000 LTL >2000 LTL >2000 LTL >500 LTL Real estate +2 days, +10 days, customer +30 days, +45 days, <auction loan automatically manager lawyer automatically process> >5000 LTL >5000 LTL >5000 LTL >5000 LTL Loan up to +5 days, +7 days, customer +15 days, +30 days, +360 days, 3000 kroons automatically manager lawyer automatically accountant >150 LTL >500 LTL >500 LTL >500 LTL >500 LTL

Solution – business rules • Debt sizing, classification and prioritization • Debt with/without loan security • Schedule for reminder letters • Roles and task completion time • Employee cost rates

Customer&user view - automated reminder letters • Different media – e-mail, fax, post mail, SMS • Automated generation and distribution using message templates • Always sent on-time • To be used for 80% of debts • No human power required!

What results in better debt recovery? Konstatēt problēmu ◊ Recovery rate, ◊ Older than X days... ◊ # of bad debts

Process bottlenecks and performance

Architecture (SOA) Core business functions: Process context: Account operations Ultimus BPM Core system Alerts and notifications: Centralized document storage: E-mail service Microsoft Sharepoint

Custom front-end, customer portal

Claims administrator

Process changes 26

Architecture (SOA) Core business functions: Process context: Information and document view Ultimus BPM Information Documents Alerts and notifications: Centralized document storage: E-mail service Microsoft Sharepoint

Hiring/firing

Correspondence management

Contract lifecycle management

Incident management, Call center

Sales process, lead management

Development and launch of new product

BPM Results – Productivity, costs, errors Process Result, savings Credit Card Request 470% more applications with same staff Internal infrastructure service From 5 to 100 requests daily with the request same staff Customer Service 62% less time needed with same amount of requests Job Application Process Throughput increased by factor 5 Reduction of fax costs Reduction of communication costs between 2200 locations and HQ (95 Processes) HR Process: Leave Management 1 employee Insurance claims management Average time to decision reduced from 10 days to 15 hours (best time – 3 hours)

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Business Process Management, Ultimus

by Mihails Galuška on Jul 29, 2009

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