SoftwareAG- Leveraging Intelligent Business Operations

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Leveraging Intelligent Business Operations to improve Process Visibility & Customer Experience

Patrick Shields
Chief Technology Officer (CTO): Africa
SoftwareAG

Published in: Technology, Business
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SoftwareAG- Leveraging Intelligent Business Operations

  1. 1. Leveraging Intelligent Business Operations to improve Process Visibility & Customer Experience Patrick Shields Chief Technology Officer (CTO): Africa 1 | ©2013 Software AG. All rights reserved. For internal use only
  2. 2. Introduction to Software AG Process Excellence Concepts Intelligent Business Operations (IBO) Use IBO to Improve Customer Experience Questions & Answers Leverage Existing IT Investment 2 | ©2013 Software AG. All rights reserved. For internal use only Build Adaptability into Your Business Align IT & Business Operations to Strategy
  3. 3. Introducing Software AG the Process Excellence Company 3 | ©2013 Software AG. All rights reserved. For internal use only
  4. 4. 44 Years of Success: Creating Digital Enterprises 4 | ©2013 Software AG. All rights reserved. For internal use only
  5. 5. Customers in 70 Countries Worldwide 5 | ©2013 Software AG. All rights reserved. For internal use only 12/12/2013 5
  6. 6. Process Excellence Concepts A Quick Overview 6 | ©2013 Software AG. All rights reserved. For internal use only
  7. 7. “It is not the strongest species, nor the most intelligent that survive, but the ones that are most adaptive to change” Charles Darwin 7 | ©2013 Software AG. All rights reserved. For internal use only
  8. 8. What building blocks for Change are available to you in your company? 8 | ©2013 Software AG. All rights reserved. For internal use only 12/12/2013 8
  9. 9. The Digital Enterprise Model 9 | ©2013 Software AG. All rights reserved. For internal use only 12/12/2013 9
  10. 10. Intelligent Business Operations What is IBO? Do I want it? Do I need it? 10 | ©2013 Software AG. All rights reserved. For internal use only
  11. 11. webMethods IBO: An Overview MOBILE CLOUD Business Processes User Collaboration Intelligent Business Operations Integration Backbone High Performance Messaging SERVICE ENABLEMENT & GOVERNANCE Applications & Partners Databases BIG DATA 11 | ©2013 Software AG. All rights reserved. For internal use only Custom Apps Partners Legacy Cloud/SaaS SOCIAL
  12. 12. Why Intelligent Business Operations? Business Management Situation awareness for better and faster operational decisions Process Analysis and Design for Process Improvement Intelligent Business Operations Business Operations BPMS/ESB External Sources CRM 12 | ©2013 Software AG. All rights reserved. For internal use only ERP SCM HR Applications
  13. 13. What keeps a Savvy Business User up at night? • • • • • • 13 | Business activities or transactions failing or taking too long Not understanding why this is happening Not getting automatically notified of problems Wasting time searching multiple reports for the relevant data nuggets No way to predict potential issues or opportunities No way to PRO-ACTIVELY do the right thing ©2013 Software AG. All rights reserved. For internal use only
  14. 14. Improve Response Time to Problems & Opportunities Link real-time insights with the right actions Value Business event Data captured Information delivered 0 Action taken Action time Time SOURCE: Richard Hackathorn – The BI Watch: Real Time to Real Value 14 | ©2013 Software AG. All rights reserved. For internal use only
  15. 15. Intelligent Business Operations (IBO) D E C I S I O N Observe P R O C E S S Decide Act Context Improve Automate Data Apps & Systems Sensors SaaS APPS Public API Environment and Influencers 15 | ©2013 Software AG. All rights reserved. For internal use only
  16. 16. webMethods IBO Platform V I S U A L I Z AT I O N & A C T I O N S • Dashboards • Real-Time Insight • Proactive Alerts • Automated Actions • Mobile Anywhere • Process Monitoring • Event Management • Process Mining • Process Analytics PROCESS • Statistical Norms • Real-Time & Historic KPIs C O L L E C T D ATA F R O M A P P L I C AT I O N S ERP, CRM 16 | SaaS ©2013 Software AG. All rights reserved. For internal use only MOBILE SOCIAL PARTNERS
  17. 17. Benefits of webMethods IBO Platform Increase VISIBILITY QUALITY into operations across silos of decisions and processes Improve Increase RESPONSE TIME TRANSPARENCY to issues, problems & opportunities 17 | Increase into KPIs that matter to you ©2013 Software AG. All rights reserved. For internal use only
  18. 18. IBO Use Cases focus on Operational Decisions Use Cases Decision Type Strategic & Tactical 18 | Order & Payment Tracking Partner SLA Tracking & Management Credit Approval Management Exception Management Theft Detection & Prevention Insurance Claim Processing Customer Experience Management Inventory & Asset Tracking Business Process Monitoring Dynamic Resource Management Business Reviews Alliances Strategy Markets and Products Business Planning Products & Price Cost of Goods Sold Cost-Benefit Analysis Quality of Service/ Customer Satisfaction Years Months Operational Weeks ©2013 Software AG. All rights reserved. For internal use only Days Hours Minutes Seconds Time to Decide & Act
  19. 19. IBO Solution – at a Glance Prescriptive Deliverables Process –KPIs – Dashboard - Alerts Industry Expertise Best-in-class Templates & Measure What Matters Manufacturing, Retail, Financial Services, Energy & Utilities, Life Sciences, Government Partner Network Delivery Methodologies Subject Matter Expert & Implementation Partners IBO Program Workbook provides quality & repeatability Content in Context Operational & Process data 19 | ©2013 Software AG. All rights reserved. For internal use only
  20. 20. webMethods IBO Platform Architecture VISUALIZATION, EXPLORATION, ACTION • Dashboards • Real-Time Insight • Proactive Alerts • Automated Actions • Mobile Anywhere ANALYTICS Event Management Process Discovery/ Historic KPI`s Business Activity Monitoring Real-Time Data Analytics Common User Interface IN-MEMORY Event Persistence EVENT BUS External Sources 20 | Business Operations ESB BPMS ©2013 Software AG. All rights reserved. For internal use only Action Framework ERP, CRM SaaS
  21. 21. Leverage Business Activity Monitoring (BAM) & Event Driven Architecture (EDA) Event Processing Event Bus webMethods BPM 21 | ©2013 Software AG. All rights reserved. For internal use only MashZone / Presto
  22. 22. Improve Customer Experience Using IBO A Supply Chain Use Case 22 | ©2013 Software AG. All rights reserved. For internal use only
  23. 23. Real-time Visibility into Business Operations is Key STOCK INBOUND Product Product INVOICE DELIVERED ORDER FULFILLED Retailer ETA NOTIFICATION Delivery Delivery Component Distributor CUSTOMS CLEARED ROUTE CREATED In Transit Consumer DELIVERY SIGNED Shipment PALLET LOADED eCommerce Site ITEM PICKED Order ORDER CREATED ©2013 Software AG. All rights reserved. For internal use only SOURCE MATERIAL ADVANCED SHIPPING NOTICE COMPONENT ORDERED STOCK DECREMENTED Final Assembly Warehouse item Warehouse 23 | Part Manufacturer Product
  24. 24. The Value of End-to-End Visibility Complex business processes are supported by multiple, disparate systems… J A E G I C D B F Multiple systems with multiple stress points… B2B 24 | CRM ERP WMS ©2013 Software AG. All rights reserved. For internal use only TMS H
  25. 25. Increase Transparency into KPIs that matter to you VOLUME & VALUE VELOCITY displays Cycle display the Order and Time Distribution Revenue “heartbeat” FOCUS Time & Region filters constrain Filters target scope scope VELOCITY Cycle Time Distribution CONTEXT know where you are in the process 25 | ©2013 Software AG. All rights reserved. For internal use only QUALITY displays Alert count and distribution
  26. 26. Identify Early Predictors & Take Action 18-30 hour advanced notice vs. a typical ERP & Excel reporting Visibility of all Units sold by Regional Distribution Center Filters: • Product Line • Platform 26 | KPI Calculations: KPI Calculations: Lead Time Failure (predictive indicator) • Lead Time Failure (predictive indicator) Failed Delivery (after use fact ©2013 Software • Failed Delivery For internalthe only trends) AG. All rights reserved. (after the fact trends)
  27. 27. Invoice Processing | Exception Handling Dimensions Exceptions • Waiting for Core Credit • Unable to match PO Line • Tax Issue • PO Closed • Price discrepancy • No Goods Receipt… 27 | ©2013 Software AG. All rights reserved. For internal use only
  28. 28. Improve Cash Conversion Cycle by Providing Visibility Across Silos Enquiry Quote Get the Work 28 | Sales Order End of Job Do the Job ©2013 Software AG. All rights reserved. For internal use only Create the Invoice Create the Invoice Revenue Invoice Booked Delivered Show Me the Money Invoice Payment
  29. 29. Monitoring Deliveries with Partners – “One View To Rule Them All” Operations 29 | ©2013 Software AG. All rights reserved. For internal use only Infrastructure 3PL Responsiveness
  30. 30. So What’s Next? Research Road Map Google IBO. Read up on the concept. 30 | Presentation Schedule a session with Software AG to discuss IBO Determine if IBO is for you and Get Started! ©2013 Software AG. All rights reserved. For internal use only
  31. 31. Patrick Shields Chief Technology Officer (CTO): Africa Email: patrick.shields@softwareag.com

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