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Accelerate Time to Business Outcomes through BPM
 

Accelerate Time to Business Outcomes through BPM

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Accelerate Time to Business Outcomes through BPM

Accelerate Time to Business Outcomes through BPM

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    Accelerate Time to Business Outcomes through BPM Accelerate Time to Business Outcomes through BPM Presentation Transcript

    • Accelerate Time to BusinessOutcomes through BPM Define, Measure, Target, Achieve and Improve
    • Newgen Overview • Software Products in Business Process Management Investors (BPM), Enterprise Content Management (ECM) & Customer Communication Management (CCM) • 800+ installations across 40 countries • Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Offices Telecom and Government USA • Credited with some of the world’s largest implementations UK UAE • Innovative culture, Consistent R&D investments, 35 patents Malaysia • Employee strength 1100+ India • Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3Company Confidential. Copyright 2010 2
    • Newgen Overview - Industry Recognition 2010 BPMS & 2010 ECM MQ Reports Very Large Installations Emerging India Award for IT, ITeS and ICE Fastest Growing Market Leader in DM & WF Market Leader Innovator in ECM Innovator Significant player in Banking Significant Player 2009 Red Herring 100 Global Winner Global WinnerCompany Confidential. Copyright 2010 3
    • Our Global Customer Relationships Banking & Finance Insurance BPO & Shared Services Telecom OthersCompany Confidential. Copyright 2010 4
    • Delivering Sustainable Business Outcomes Business Continuous Process Transformation Improvement Optimization • Centralized processing •Change processes and •Establishment of SSC / • Identify & resolve business rules quickly outsourcing Bottlenecks and easily •Process Standardization •Building Competitive •Workload Advantage Management across regions Process •Center of Excellence Automation •Improve SLAs • Reduce Cycle Times •Achieve Operational •Process Visibility Excellence •Eliminate delays •Compliance •Higher customer due to Manual • Improve satisfaction Hand-Offs Productivity •Exception handling •Real-time dashboards for KPI sCompany Confidential. Copyright 2010 5
    • Delivering Business results in 1 Business Quarter Customer Delight • Customer Onboarding - Reduce Cycle times by 80% • Customer Service Delivery - 100% visibility Agility & Market Responsiveness • Faster Change Management - Reduce from weeks to days • Time for new process rollout - Reduce from months to weeks Compliance & Quality • SLA Adherence - Increase to 99% • Auditability & Adherence to Regulation - Increase to 100% Scaling Capacity • Productivity - Increase by 70% • First Time Right - Increase to 70% • Process TAT (Cycle Time) - Reduce by 80% Manage Cost • FTE Reduction - Reduce by 50%Company Confidential. Copyright 2010 • Document Handling Cost -6Reduce by 50%
    • Newgen’s Value Proposition Business Outcomes Breakthrough BPM Product Industry Solution Implementation Suite Frameworks MethodologyCompany Confidential. Copyright 2010 7
    • Newgen OmniFlow BPM Product SuiteCompany Confidential. Copyright 2010 8
    • Importance of Choosing Right High Importance Automate to Automate to Improve Optimize Visibility and Process for Decision meeting making Business Goals Low ORGANISATION BUSINESS PHASE High Frequency Frequency Automate to Don’t focus on reduce cost these and improve efficiency Low Importance PROCESS CHARACTERISTICSCompany Confidential. Copyright 2010 9
    • Newgen Breakthrough Implementation Methodology Level 1 Level 2 Level 3 • Automation and • Optimization and • Use BPM as layer to fill visibility Standardization gaps in Core Systems • Simple Processes with • Integration with Core • Bring Agility through defined number of Systems additional sub-systems steps • Focus on achieving • Data and Application • Common Activities Business Goals like Integration provided on workdesk SLAs, productivity and • Maintenance of master • Interface for mapping compliances data tool-kit action to profile • Real time dashboards • 12 weeks • Users can deploy the • Better Exception process themselves Management • Small Set of Users • 4 weeks • DaysCompany Confidential. Copyright 2010 10
    • Newgen Breakthrough Implementation Methodology Level 1 Level 2 Level 3 • Automation and • Optimization and • Use BPM as layer to fill visibility Standardization gaps in Core Systems • Simple Processes with • Integration with Core • Bring Agility through defined number of Systems additional sub-systems steps • Focus on achieving • Data and Application • Common Activities Business Goals like Integration provided on workdesk SLAs, productivity and • Maintenance of master • Interface for mapping compliances data tool-kit action to profile • Real time dashboards • 12 weeks • Users can deploy the • Better Exception process themselves Management • Small Set of Users • 4 weeks • 5 daysCompany Confidential. Copyright 2010 11
    • Industry Solution Frameworks Banking and Financial Services Account Opening, Account maintenance, Customer Query Resolution, Loan Origination and Servicing, Card Processing, Remittance, LC Issuance and Amendment, Corporate Credit, Accounts Payable, Commercial Loans Insurance Claims Processing, Policy Servicing, New Business, Customer Query Resolution, Electronic Statements…. BPO / SSC Claims Processing, Credit Card, F & A Process, HR Processes, Procure to Pay, Order to Cash, Employee On-boarding Healthcare Member Enrollment, Complaints & Grievance Handling, Contract management, Provider Credentialing Government e-Gov office, Office Automation, Complaints and Grievance Management, Citizen Centric Processes 12Company Confidential. Copyright 2010
    • Success Stories
    • Newgen’s BPMS enables a leading Bank toaccelerate Customer On-boarding Business Process: Customer On-boarding Challenges Coping with Unavailability high High Turn- Significant High cost of Lack of of real-time transaction Around-Time Manual redundancies operations standardized data (TAT) and monitoring of around data and non volumes process inconsistent hampering operational capture, standard owing to across proactive customer metrics work customer high growth regions decision- experience forwarding service rates makingCompany Confidential. Copyright 2010 14
    • Newgen’s BPMS enables a leading Bank toaccelerate Customer On-boarding Solution Benefits Cycle Times reduced from 5 days to 2 days Newgen’s BPM & ECM suite- OmniFlow™and consistent across branches OmniDocs™ SLAs adherence improved from 70% to 95% Resource Utilization increased from 70% to The Account Opening Process was implemented in 3 months which involved setting up 30 scanning HUBs 99% and initiation from all 230+ branches, Automatic hand- off of incoming work and removed redundancy, First time right-FTR processing improved from 50% to 70% Segmented service levels based on BAM dashboard for 360˚ business monitoring, 400+ reports customer value for Process Metrics, Performance Metrics and Functional Metrics , Establishment of a CoE (Center of Excellence) that works towards continuous processes improvement and Capacity planning through BAM faster roll-out of new processesCompany Confidential. Copyright 2010 15
    • Improving Critical Business Processes at a leadingLife Insurance Company Business Process: New Policy Issuance and Policy Servicing Challenges High turn around time to process customer Processing Dependency on Difficulty in Major requests due to physical meeting delays and movement of Difficulty in High challenges in regulatory complexity of High process measuring and handling the requests and low Cycle Time documents monitoring of operational burgeoning requirements difficulty in between costs and customer productivit departments performance volume of servicing retrieving y transactions relevant and locations timelines customer information from different sourcesCompany Confidential. Copyright 2010 16
    • Improving Critical Business Processes at a leadingLife Insurance Company Solution Benefits More than 75% reduction in TAT, Newgen’s BPM solution- OmniFlow. processing time and servicing time More than 100% increase in productivity The solution is used by more than 3000 users. level in the first year of deployment, Solution implemented at 37 locations in India exceeding 250% over the next 3 years including the head office. The centralized solution has all the process rules and business logic built into its design, enabling it Almost 300% increase in volumes of to handle all kinds of complexities associated transactions handled per day with policy issuance for different kinds of product categories. The organization now processes over 60,000 Application Forms per More than 50% reduction in operational day costsCompany Confidential. Copyright 2010 17
    • Why Newgen? Partner who delivers Partner who Partner who helps to you business results understands your grow your business businessCompany Confidential. Copyright 2010 18
    • Thank YouCompany Confidential. CopyrightCompany Confidential. Copyright 2011 19
    • Our Global Customer Relationships Banking & Finance Insurance BPO & Shared Services Telecom OthersCompanyConfidential. Copyright 2010Company Confidential. Copyright 2011 20