Hello Everyone! BPM was a great growth opportunity in FY 2014.
Blueprint of the enterprise strategy and enables strategic alignment of business operations; We have seen that this is very common in Europe when they do a business transformation or enterprise BPM initiative.
Why? Captures and promotes a shared understanding of the vision, goals and objectives of the organization – strategies to achieve them
How? - understand how these are being currently implemented, operational projects – business processes that support
How well? measured and identify bottlenecks, risks
In a departmental BPM Project, the focus is on specific processes with the goal of improving them, making them run efficiently, at lower cost, or with higher quality, performance visibility, or adaptability. This micro view leverages BPMS tools that automates the workflow, integrates the various IT systems involved, enforces the business rules, and continuously monitors dashboards of key performance indicators (KPIs).
In such a case, there is little need to create enterprise-wide standard business intent and motivation. However, with BPM expanding beyond traditional departmental boundaries and extending to the enterprise as a whole, BPM is not driven by few processes but hundreds of processes, some mission-critical to the overall value stream, others in a supporting role. This macro, or big picture, view has traditionally been supported by Business Process Analysis tools (BPA tools) for categorizing, analyzing, and ultimately optimizing this vast collection of processes, understanding their mutual dependencies, strategic importance and business alignment. Business Architecture (in BPM context, it might very well be referred to as Business Process Architecture) helps to capture this macro view in a standard way and provides a formal link between business goals and BPM Projects.
KPI and KRI Monitoring (e.g. call response time KPI, KRI Call volume increase over (N) consecutive minutes > (M)) Trending Detection (e.g. call handling time has increased by > 10% over (N) minutes) Top ‘N’ for a time period (e.g. top 10 agents with disconnects over last hour) Duplicate Event Detection (e.g. more than (N) calls from same customer to same agent within (M) minutes) Moving Aggregates/Calculations (Moving average of wait time > (N) over (M) minutes) » Monitoring Event count (e.g. multiple high value transaction approvals from multiple locations in N minutes). » Missing Event Detection ( e.g. Dropped call not followed by callback within (N) seconds)
Users of your applications, whether customers or your field service agents, need mobile support so that they can interact with the processes no matter where they are. Mobile application lets user work anywhere using various smart devices. If you want your customers or your employees to be interact with your applications using mobile devices, Oracle BPM can help you do that. Integrating mobile and voice with processes improves customer experience as this allows them to make a purchase, report a problem or accept an offer while on the move.
Intelligent applications not only allow users to make use of smart devices for mobility, but also makes use of mobile information like photos, location or time to make contextual decisions or recommendations to the user. E.g the location information, from where the customer is accessing the purchase process, influences the product that is offered to them. Or Customer can file an insurance claim for car accident right at the scene using a mobile application with pictures of the accident taken with phone camera. Mobile application automatically fills in the customer data, location data without customer spending long hours on the phone. With Oracle BPM you can create such rich customer experiences.