MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic, Nov.14 2013

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MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic, Nov.14 2013

  1. 1. Process Visibility: Enabling Business Transformation Neil Ward-Dutton Founder, Research Director mwd advisors helping you create business improvement from IT investment
  2. 2. Large companies’ lifecycles are becoming ever shorter © MWD Advisors 2013 www.mwdadvisors.com 2
  3. 3. Customer Experience excellence is today’s Big Thing – but what’s involved? Gather intelligence through each customer journey to make future experiences more engaging Customer Journey stage 1 Marketing Service Customer Journey stage n+1 Your customer Sales Operations Customer Journey stage 3 Customer Journey stage n © MWD Advisors 2013 Customer Journey stage 2 www.mwdadvisors.com 3
  4. 4. Most large organisations face a big challenge here Supplier X Partner B Enterprises and value chains want to be dispersed, flexible Your core Partner A Your service centres Great experiences want to be integrated Supplier Y © MWD Advisors 2013 www.mwdadvisors.com 4
  5. 5. Real Customer Experience Excellence is not trivial to achieve © MWD Advisors 2013 www.mwdadvisors.com 5
  6. 6. Time to wake up and smell isthe coffee! this your organisation
  7. 7. In the Digital Enterprise… Clouds, connectivity bring increased choice Access devices Applications Platforms Consumer technologies and networks are puncturing enterprise technology services © MWD Advisors 2013 www.mwdadvisors.com 7
  8. 8. In the Digital Enterprise… Social + Mobile reshape knowledge work More computing power than the entire Apollo 11 moonshot program! Image/video capture Audio/speech capture Location/orientation Gestures/signatures Notifications/actions © MWD Advisors 2010 www.mwdadvisors.com 9
  9. 9. In the Digital Enterprise… Everything can leave an information trail Relatively cheap, fast, highly scalable commodity technology Service usage Real-time insights, recommendations, optimisations Product usage Events Conversations © MWD Advisors 2013 Commercial ‘data platform’ propositions Infrastructure usage www.mwdadvisors.com 10
  10. 10. Just one example of the innovation that’s possible © MWD Advisors 2013 www.mwdadvisors.com 11
  11. 11. Old structures are breaking down – new systems approaches are needed We need systems of co-ordination Enabling the sophisticated co-ordination of work and sharing of knowledge At scale, with flexibility But “You can’t manage what you can’t measure” © MWD Advisors 2013 www.mwdadvisors.com 12
  12. 12. EXECUTION MANAGEMENT STRATEGY The traditional business ‘DirectionExecution-Feedback’ cycle © MWD Advisors 2011 www.mwdadvisors.com 13
  13. 13. EXECUTION MANAGEMENT STRATEGY Disconnected responsibilities © MWD Advisors 2011 www.mwdadvisors.com 14
  14. 14. MANAGEMENT STRATEGY What will happen to you when the revolution comes? What? Who? Why? EXECUTION How? When? Where? © MWD Advisors 2011 www.mwdadvisors.com 15
  15. 15. Is there a simple answer? BPM PI © MWD Advisors 2013 www.mwdadvisors.com BI 16
  16. 16. Process Intelligence and Visibility Process Intelligence is an organisational capability that aims to ensure that companies consistently and quickly apply relevant knowledge to and within business processes – in order to provide better visibility of performance, support strategy alignment, improve business agility, improve operational decision-making, and identify issues and their root causes. © MWD Advisors 2013 www.mwdadvisors.com 17
  17. 17. Applying relevant knowledge to and within business processes Note: mix of real-time, reference, historical information required Knowledge of KPIs Knowledge of case close rate, trends © MWD Advisors 2013 www.mwdadvisors.com Are we meeting our customer service targets? 18
  18. 18. Applying relevant knowledge to and within business processes Note: mix of real-time, reference, historical information required Knowledge of customer Should this customer’s claim be expedited? Knowledge of past patterns Knowledge of different kinds of claims, risks © MWD Advisors 2013 www.mwdadvisors.com 19
  19. 19. Symptoms of today’s reality: underperformance in a number of areas • Difficult to make truly evidence-based decisions • Development and prioritisation of KPIs poses challenges • Management by rear-view mirror • Lack of confidence in procedures and processes • Inconsistency in customer experience • Inconsistency in application of policies Lack of the right information breeds quality, risk issues © MWD Advisors 2013 www.mwdadvisors.com 20
  20. 20. Prioritise Process Visibility to raise your Process IQ What? How? Who? Why? When? Where? © MWD Advisors 2013 www.mwdadvisors.com 21
  21. 21. In a Digital Enterprise, management systems become digital, integrated Analog Digital Management information systems Management information systems Corporate communications tools Corporate communications tools Work procedures and practices Work procedures and practices Core business applications Core business applications Integrated Systems of insight (information) Systems of record Systems of co-ordination (process) Systems of Engagement (people) Organisations that can embrace this trend will have a massive Agility Advantage © MWD Advisors 2013 www.mwdadvisors.com 22
  22. 22. This is happening now Predictive Analytics Systems of insight (information) Social Analytics Operational Process Intelligence Decision management Systems of record Systems of co-ordination (process) Systems of Engagement (people) Case Management © MWD Advisors 2013 Collaborative Decision Making Social Tasks, Processes, Projects www.mwdadvisors.com 23
  23. 23. @neilwd neilwd@mwdadvisors.com What will you do when the revolution comes? mwd advisors helping you create business improvement from IT investment

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