Presentation about the connection between the regulatory management chain and the profit chain. Implementation of the process of me (future of BPM) requires the implementation of a regulatory management chain.

1. Synthesizing the regulatory
management and profit chain
Thei Geurts, 2008

2. Customer centric ?
Is this applicable
in my case?
Why don’t they
know which
product I have?
Why do I have to
fill in data over
and over again?
Why a question
that is not
relevant here?
Why can’t I do
this via the
Internet?
Why must I go to
all these silos?
What do and
what don’t I get
now?
On what is this
policy or rule
based?
What is the
status of my
dossier?
What does this
mean financially
for me?
As a customer I feel powerless.
I have to adapt myself to
organizations and systems.
While actually I expect them to
adapt to me.
They have to make it easy for
me.
Saving me time.
Being worthwhile getting my
attention.
They have to help me.
Then I am willing to help them.
H E L P
H E L P
H E L P
H E L P
H E L P
Does this sound familiar ?

3. Employee centric ?
How did I
answer this last
time?
Is this a new
product of us?
How to enter
these data in
this system?
Why has this
suddenly be
changed?
I told them so
often how to
improve this.
Why can’t I do
this myself?
Who must I refer
to for this
problem?
On what is this
policy or rule
based?
What is the
status of my
dossier?
What does this
mean financially
for a customer?
As an employee I feel
powerless.
I have to adapt myself to
organizations and systems.
While actually I expect them
to adapt to me.
They have to make it easy for
me.
Saving me time.
Being worthwhile getting my
attention.
They have to help me.
Then I am willing to help them
H E L P
H E L P
H E L P
H E L P
H E L P
Does this sound familiar ?

4. Business centric ?
What happens if
I change this?
Whi can’t I
change these
rules myself?
Why must I wait
for release nr. 3?
How to prove the
source of this
decision?
Why can’t this
via customer
selfservice?
Why can’t I pre-
fill these data?
How to treat old
cases after this
new change?
On what is this
policy or rule
based?
How to handle
the knowledge
drain risk?
How to better
cross- and
upsell?
As business I feel powerless.
I have to adapt myself to
organizations and systems.
While actually I expect them
to adapt to me.
They have to make it easy for
me.
Saving me time.
Being worthwhile getting my
attention.
They have to help me.
Then I am willing to help
them.
H E L P
H E L P
H E L P
H E L P
H E L P
Does this sound familiar ?

5. What did Gartner say in 2007 ?

6. What did Gartner say in 2007 ?
Source: ESC19_815, 11/07, AE

7. This requires a regulatory management chain
Legislation Implement, &
execution
directives
Internal
policies &
practices
Transparency &
Coherency
Embraced
complexity
Agility
Regulatory
managem.
system
Rule based
services
Demonstrable
compliancy
Satisfied
customers
Accelerated
innovation

8. Legislation
 Tailor-made information
 Tailor-made advice
 Tailor-made requests
 Tailor-made treatment
 Tailor-made dossier
 Tailor-made management
 Tailor-made learning
 Tailor-made tools
 …………..
 Agile employees
 Agile processes
 Agile ICTKnowledge centric
The regulatory management chain is knowledge centric
Implement, &
execution
directives
Internal
policies &
practices
Transparency &
Coherency
Embraced
complexity
Agility
Regulatory
managem.
system
Rule based
services
Aantoonbare
compliancy
Satisfied
customers
Accelerated
innovation
Context specific
 Concepts
 Relations
 Rules
 Ability to
reason
and act

9. Internal
service
quality
Employee
satisfaction
Employee
retention
Employee
productivity
External
service
value
Customer
satisfaction
Customer
loyalty
Revenue
growth
Profitability
Result: Service chain becomes Profit chain
Source: based on HBR, July 2008

10. Internal
service
quality
Employee
satisfaction
Employee
retention
Employee
productivity
External
service
value
Customer
satisfaction
Customer
loyalty
Revenue
growth
Profitability
Employee centric Customer centric
Tailor-made information
 Tailor-made advice
 Tailor-made treatment
 Tailor-made management
 Tailor-made learning
 Tailor-made tools
 …………..
 Tailor-made information
 Tailor-made advice
 Tailor-made requests
 Tailor-made dossier
 Tailor-made tools
 …………..
Profit & non-profit sector Profit sector
Knowledge centric
Coherence regulatory management and profit chain
Implicit aspects
• Shared vision and values
• Learning and sharing together
• …………..
Regulatory management chain

11. Legislation Implement, &
execution
directives
Internal
policies &
practices
Transparency &
Coherency
Embraced
complexity
Agility
Regulatory
managem.
system
Rule based
services
Demonstrable
compliancy
Satisfied
customers
Accelerated
innovation
Internal
service
quality
Employee
satisfaction
Employee
retention
Employee
productivity
External
service
value
Customer
satisfaction
Customer
loyalty
Revenue
growth
Profitability
Coherence regulatory management and profit chain

12. See for more information
• Public Policy Making
• Playing Jazz in the
GRC Club
• Blueprint for an iBPMS
competence center