Achieving Service Excellence with Business Process Management
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How to improve service to your external and internal customers by employing business process management (BPM) to improve processes. Learn more at http://www.OpenTextBPS.com
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Achieving Service Excellence with Business Process Management
- 1. Achieving Service Excellence: Making Every Moment Matter Steve Russell SVP, Research and Development OpenText April 26, 2012 BUSINESS PROCESS SOLUTIONS 1 Copyright © Open Text Corporation. All rights reserved.
- 2. To achieve business excellence, every… 1 Outcome 2 Person 3 Process 4 Improvement 5 Experience … matters. BUSINESS PROCESS SOLUTIONS 2
- 3. 1 Every OUTCOME Matters BUSINESS PROCESS SOLUTIONS 3
- 4. Start Outside-In: Align Strategy with Execution Manufacturing Companies Product Order Shipment Generate Order Field Operations Rejected Order Completed Submitted 1 2 7 Expedite No Order Order Complete Order Order? Submit Order Ship Product Yes Finance No 3 Product Credit Approve Credit Approved? Yes Production Approved Order Scheduled Order 6 Build Product Component Parts Order Entry System 4 Prioritized Order Schedule Order Component Vendors Scheduled 5 Order Ship Strategy & Enterprise Process Analysis Process Execution Architecture & Optimization & Management ➤ Modeling: Current ➤ Design ➤ Goals and objectives & Future State ➤ Integration ➤ Enterprise Models ➤ Simulation ➤ Automation ➤ Relationships ➤ Optimization (Six ➤ Metrics and Monitoring & Future State Sigma, SCOR, ITIL…) BUSINESS PROCESS SOLUTIONS 4
- 5. 2 Every PERSON Matters Work Role Goals Skills BUSINESS PROCESS SOLUTIONS 5
- 6. Put the User at the Center of Your Design... BUILDERS MANAGERS PARTICIPANTS STRATEGISTS BUSINESS PROCESS SOLUTIONS 6
- 7. 3 Every PROCESS Matters BUSINESS PROCESS SOLUTIONS 7
- 8. Not All Processes Are Created Equal Structured Process Unstructured Processes Highly Predictable Unpredictable, Ad-hoc Straight-through process “Case” management Model-driven User-driven BUSINESS PROCESS SOLUTIONS 8
- 9. 3 Every IMPROVEMENT Matters 4. BUSINESS PROCESS SOLUTIONS 9
- 10. Build for rapid delivery and reuse of applications Company Years MBPM-Trained Processes End Industry Developers Deployed Users David AmerisourceBergen 4 Corporate ServiceCenter 6 225 Search for Services… 3,000 Life Sciences Pfizer(Wyeth) 3 7 15 2,500 Life Sciences CaroMont Health 5 2 90 1,500 Healthcare Track My Blue Rhino 5 1 Requests 26 400 Services Retail Options Service City of Richmond 3 1 30 1,000 State & Local Govt Catalog Duke Energy 3 Report 4 75 Enter4,500 Generate Energy & Utilities Incident Request Reports Glacier Financial 2 1 94 2,000 Financial Services Martineau Johnson 6 Find 1 40 Get 375 Legal Michael BestIdeas New & Friedrich 7 1 Documents 45 Answers 450 Legal Contact Us Talisman Energy 3 0 25 900 Energy & Utilities Wilmington Enterprise service notifications and announcements are streamed here… 2,500 Trust 7 10 45 FS/Banking Powered by... BUSINESS PROCESS SOLUTIONS 10
- 11. 5 Every EXPERIENCE Matters BUSINESS PROCESS SOLUTIONS 11
- 12. Deliver Signature Experiences Persona-Based Systems of Engagement Purposeful, Cloud Process Ready Driven Rich Mobile & Experiences Social Content Enabled BUSINESS PROCESS SOLUTIONS 12
- 13. From Strategy to Execution, Make Every Moment Matter. Start with Desired Outcomes Design with Your People in Mind Create Flexible Processes Build for Rapid Improvement Deliver Signature Experiences BUSINESS PROCESS SOLUTIONS 13
- 14. Need More Information? Visit our Website: www.opentextbps.com or Send an email to: ProcessSpecialist!@opentext.com BUSINESS PROCESS SOLUTIONS 14
Editor's Notes
- Eureka Moment – If I improve my customer experience, taking out what the customer doesn’t want … then that will gives me cost reduction. But then I discover that by focusing more on the customer experience, I learn new things that the customer wants, that I wouldn’t have discovered anywhere else. It allows me to innovate that experience and deliver more value, distinguishing my offering from that of the competitors.
- User experience design is the most important part of your BPM initiative, and the part on which most companies spend the least amount of time
- Early end-user involvement reduces costs by 25%!8 hours per change vs. 32 hoursEarly detection issues are easier to addressBy correcting usability problems in the design phase, American Airlines reduced the cost of those fixes by 60-90%”2
- Business made up of a spectrum of processes
- Quickly address lifeblood processes – internal , administrative business servicesEnable people to focus and do what they do bestOne platform, address 100’s to 1,000’s process (business) needs