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The Ultimate BPM Event - The Process Efficiency World Tour

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Slides in this presentation address the following topics:

Design For Disruption: Take An Outside-In Approach To BPM

Top 5 Customer Case Studies
Bonita BPM case studies on Customer Support, Universities, Finance, ITSM & HR

Hands-on Workshop
Build a fully functional process-based application in less than 30 mins

Achieving Control, Compliance & Regulation with BPM
Special presentation by Bonitasoft partner eDelta

Building a Process Application
See the easily importable Customer Support Process Template with prebuilt connections to Twitter, Salesforce, Google and more

For more, see the recordings http://bit.ly/19uXvsd

Published in: Business, Technology
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The Ultimate BPM Event - The Process Efficiency World Tour

  1. 1. #PEWT2013 ©2013 Bonitasoft
  2. 2. Agenda • Bonitasoft and the Process Efficiency World Tour • Design for disruption: Take an outside-in approach to BPM • Demo: 360° customer support with Bonita BPM • Achieving control, compliance & regulation with BPM • Customer panel • Interactive demo: Build a process application from scratch • BPM in action, customer cases: – – – – managing association membership access rights to Information Systems in large universities managing insurance cases human resources in a large organization... ©2013 Bonitasoft 2
  3. 3. What is the PEWT? • A roadshow of 13 events on 3 continents – Latin America, Europe and Norther America • An opportunity to learn process application development best practices • A forum to meet your peers and discuss process improvement initiatives • All done using real world deployments of Bonita BPM. ©2013 Bonitasoft 3
  4. 4. Who We Are • • • 2,500,000 DOWNLOADS 120,000 COMMUNITY MEMBERS 800 CUSTOMERS • 130 EMPLOYEES • 130 TECH & SI PARTNERS 4 4
  5. 5. What We Do… We deliver business efficiency by turning processes into applications HOW WE DO IT. THE BENEFITS. • • • • • • • • Graphical Studio Business & Tech collaboration Processes + Apps + Analytics Process templates Improved collaboration Fast IT alignment to business Easy to update & maintain Immediate ROI
  6. 6. AWARDS Recognition “I'm still bullish on the BonitaSoft offering – one of the few open source BPM offerings that can engage biz stakeholders.” Clay Richardson 6
  7. 7. Design For Disruption: Take An Outside-In Approach To BPM Clay Richardson, Principal Analyst November 5, 2013
  8. 8. Circa 2007 © 2013 Forrester Research, Inc. Reproduction Prohibited Circa 2013 17
  9. 9. Welcome to The Age of the Customer © 2013 Forrester Research, Inc. Reproduction Prohibited 18
  10. 10. Over the next 12 months, do you expect to see an increase or decrease in demand for the following BPM related activities? Extend critical business processes to mobile 30% Use BPM methods to improve customer facing business processes 29% Connect business process improvement with big data analytics 49% 20% 42% 14% 26% 43% 40% Extend existing packaged apps using BPM 10% 33% 51% Move critical business processes into the cloud 10% 31% 57% Significant increase Moderate increase No change Moderate decrease Significant decrease Source: Global State of Enterprise Architecture Online Survey, Base: 90 Enterprise Architecture Professionals © 2013 Forrester Research, Inc. Reproduction Prohibited 19
  11. 11. Shift to front office raises new challenges © 2013 Forrester Research, Inc. Reproduction Prohibited 20
  12. 12. Back, front office, customer-facing Customer-facing applications Front office applications & services Back office services © 2013 Forrester Research, Inc. Reproduction Prohibited 21
  13. 13. We interviewed design agencies… © 2013 Forrester Research, Inc. Reproduction Prohibited 22
  14. 14. Source: TwoWatches.com © 2013 Forrester Research, Inc. Reproduction Prohibited 23
  15. 15. What is design thinking? › “Design thinking is a collection of practices that helps teams better identify with customer experiences, and shift from logical problem solving to creative experimentation.” Source: Forthcoming, “Design For Disruption: Take An Outside-In Approach To BPM”, Forrester report © 2013 Forrester Research, Inc. Reproduction Prohibited 24
  16. 16. Systems Thinking Practices • Holistic • Linkages • Logic • Deductive © 2013 Forrester Research, Inc. Reproduction Prohibited Design Thinking Practices • Specific • Context • Empathy • Abductive 25
  17. 17. Design thinking combines context, situation awareness and predictions Profile Persona History Situation November 2012 “Contextualization” © 2013 Forrester Research, Inc. Reproduction Prohibited Likely behavior 26
  18. 18. We all have empathy, right? © 2013 Forrester Research, Inc. Reproduction Prohibited 27
  19. 19. Case example: Retail banking industry Average customer is 69 years old Future customer is much younger Image source: iStockphoto (http://www.istockphoto.com/) © 2013 Forrester Research, Inc. Reproduction Prohibited 28
  20. 20. Design processes from outside-in perspective Source: Engine Design © 2013 Forrester Research, Inc. Reproduction Prohibited 29
  21. 21. Mobile shifted the design focus to easy tasks … which are hard to deliver Task Context Content © 2013 Forrester Research, Inc. Reproduction Prohibited Processes Transaction s Policies 30
  22. 22. Design thinking underpins systems of engagement BPM for engagement • Focus on delivering adaptive user experience • Targeting unstructured or semistructured processes • Ideal for faster-pace of change • Support new work patterns mobile, social BPM for transactions • Focus on executing high volume transactions • Targets structured business processes and systems • Ideal for slower to change processes Source: Adapted from February 2012 “Mobile Is The New Face of Engagement”, Forrester report © 2013 Forrester Research, Inc. Reproduction Prohibited 31
  23. 23. New metrics focus on conveniences and engagement Process Metrics Task Metrics Cycle time Convenience Adoption Engagement Exceptions Abandonment © 2013 Forrester Research, Inc. Reproduction Prohibited 32
  24. 24. › Big wave of customer-facing imperative Your obligation, your systems starting • Find, acquire, engage, understand, nurture, and support customers. › Brute force coding is expensive, brittle. • So is purely outsourced approach. › Introduce new technologies to raise responsiveness for Age of the Customer. 16% Agree Strongly agree 58% We expect spending to increase for customer-facing applications. Base: 233 Digital Experience Professionals Source: March 2013, “Digital Experience Delivery Online Survey” © 2013 Forrester Research, Inc. Reproduction Prohibited 33
  25. 25. Thank you Clay Richardson +1 703.584.2630 crichardson@forrester.com twitter @passion4process
  26. 26. 360 Customer Support Use case demo 20130919
  27. 27. "If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.“ Jeff Bezos, Amazon.com ©2013 Bonitasoft 36
  28. 28. Actors Support Onsite Visit General Scheduler • Jan Fisher • Helen Kelly • Anthony Nichols Advanced Technician • William Jobs • Walter Bates • • • • April Sanchez Daniela Angelo Favio Riviera Anthony Nichols ©2013 Bonitasoft 43
  29. 29. Case 1 – Receiving a support tweet Tweet to the support account Preliminary Analysis Case escalation Request an onsite visit Schedule a visit Onsite visit ©2013 Bonitasoft Case closure 44
  30. 30. Case 2 – Case submission via a mail Mail to the support account Preliminary Analysis Resolution Case closure ©2013 Bonitasoft 45
  31. 31. Other channels • Support forms – Web – Mobile • Call center ©2013 Bonitasoft 46
  32. 32. Reporting List of cases Filter the cases Cases plotted on a map ©2013 Bonitasoft 47
  33. 33. Getting Ideas and Opportunities to Done! Project Governance and Project Delivery
  34. 34. eDelta Consulting Solution Provider to the International Triangle eDelta Consultin g Business and Technology Solutions BAS/CCS Bermuda's largest management consulting and business process outsourcing company Coming Soon Ideas Done 49
  35. 35. eDelta Consulting Solution Provider to the International Triangle North America – New York / Bermuda / Caribbean eDelta Consultin g Business and Technology Solutions Bermuda's largest management consulting and business process outsourcing company BAS/CCS Coming Soon Bermuda / Caribbean / UK Bermuda / UK Ideas Done 50
  36. 36. BAS Group Solutions 10 Bermuda Based Companies Ideas Done 51
  37. 37. Getting Ideas and Opportunities to Done! Getting to Done? Ideas and Opportunities Done! Ideas Done 52
  38. 38. Getting Ideas and Opportunities to Done! How we Get to Done Ideas or Opportunities • Current State • Requirements • End State Goal Methodology • Project Portfolio Management • Project Management Office • Project Management Life Cycle Service Desk Application • 10 Companies – One Platform • Multiple Application Interfaces • External Sales Opportunities Ideas Done 53
  39. 39. Getting Ideas and Opportunities to Done! What does Done Look Like? Phase 1 (POC) GP CCS BAS Service Desk (POC) Ideas Done 54
  40. 40. Getting Ideas and Opportunities to Done! What does Done Look Like? Phase 1 (POC) Phase 2 (CCS) GP CCS BAS Service Desk (Prod) Ideas Done 55
  41. 41. Getting Ideas and Opportunities to Done! What does Done Look Like? Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) CCS G P 6 1 2 3 4 2 7 3 8 BAS Service Desk (Prod) 4 9 5 10 Ideas Done 56
  42. 42. Getting Ideas and Opportunities to Done! What does Done Look Like? Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) Phase 4 (External Use) CCS G P 6 1 2 3 4 2 7 3 8 BAS Service Desk (Prod) External Use (Sales Opportunity) 4 9 5 10 Ideas Done 57
  43. 43. Project Governance and Project Delivery Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) Phase 4 (External Use) o Why Methodology? o Project Portfolio Management - Governance o Intake Management – Strategic Alignment o Integrated Roadmap – Track and Control o Project Delivery – Project Management Life Cycle (PMLC) Ideas Done 58
  44. 44. Why Methodology? Process / Workflow Step 1 Step 2 Step 3 Done Ideas Done 59
  45. 45. Project Portfolio Management (PPM) Project Management Office (PMO ) Project Delivery – Project Managers or Leads (PMs & PLs) Project Governance Portfolio Management Committee (PMC) Project Monitoring & Control – project duration Business Process Business Process Current State Analysis Future State BPM Scope Gap Analysis SDLC Delivery Project Monitoring & Control: Take necessary measures to ensure the operation of the project runs smoothly. Ideas Done 60
  46. 46. Idea 1 Idea 2 Intake Management Idea 3 Summary Project Ensure clear priorities by bringing visibility to potential projects Alignment with the Project Management Life Cycle (PMLC) Improve responsiveness and communications by tracking new ideas / opportunities The purpose of Intake Management is to increase the quality of service delivery Manage proactively to ensure project scope and budget requirements are understood Ideas Done 61
  47. 47. Intake Manag ement Integrated Roadmap Integra ted Road map Summary Project Delivery The purpose of the Integrated Roadmap is to provide the most centralized view possible of Project Portfolio Management (PPM) activities. Ideas Done 62
  48. 48. DONE Closure Project Delivery Project Management Life Cycle (PMLC) - Quality Execution Initiation Planning Spend How Much? Time to Market How fast? Quality How Good? Scope What is being Delivered? 1. 2. 3. How much to spend? How well to build the project? How long to Go Live: vs. Operational effort to support after Go Live! Ideas Done 63
  49. 49. DONE Closure Project Delivery Project Management Life Cycle (PMLC) - Process Planning Reality Facts & Capabilities ABSTRACT Initiation Execution Initiation Planning Execution Business Process Business Process Current State Analysis Future State BPM Scope Gap Analysis Closure SDLC Delivery Ideas Done 64
  50. 50. Questions? Ideas Done 65
  51. 51. BREAK – 20 Minutes ©2013 Bonitasoft 66
  52. 52. Customer Panel ©2013 Bonitasoft 67
  53. 53. Meet Bonitasoft’s Select Customers Doug Farmer IT Architect Corporation Service Company Faizan Subhani Director, Business Analysis Teach for America Joel Schaefer IT Director Opera Solutions ©2013 Bonitasoft 68
  54. 54. 69
  55. 55. DESIGN. Bonita Studio • BPMN 2.0 • Drag-n-drop application development • Powerful form builder • Easy connectivity 70 70
  56. 56. CONNECT. … to almost any Information System 71 71
  57. 57. RUN. …in Bonita Portal… Desktop & Mobile 72 72
  58. 58. …or as a standalone application 73 73
  59. 59. Building an application from scratch ©2013 Bonitasoft 75
  60. 60. BUSINESS PROCESS Requester Validation Level 1 Validation level 2 Requester Approver Level 1 Approver Level 2 < $5,000 > $5,000 77
  61. 61. TECHNICAL INTERACTION Online Form REQUESTER Requester Notification 78
  62. 62. REQUEST INFORMATION • Firstname (text) Execution info • Lastname (text) • Validation (boolean) • Email (text) • Price (float) • Invoice (Document) 79
  63. 63. Thank you, and… STAY CONNECTED WITH US! CORPORATE WEBSITE Product & Services descriptions, References, Webinars, White papers youtube.com/ bonitasoft twitter.com/ bonitasoft OPEN SOURCE COMMUNITY Forums, Contributions, Source Code linkedin.com/groups? gid=3182097 facebook.com/ bonitasoftbpm ©2013 Bonitasoft 122

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