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Business Process Management, Ultimus

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Ultimus Business Process Management platform and solutions

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Business Process Management, Ultimus

  1. 1. Ultimus Business Process Management Mihails Galuška Nexum Insurance Technologies mihails.galuska@nexum.lv +371 29137360
  2. 2. Fight the lag time! 50% Reduction in Task Time Drives to 10% Reduction in Process Time 50% Reduction in Lag Time Drives to 40% Reduction in Process Time
  3. 3. Business process management 20% theory + 80% practice ◊ Construct the process (Quality) ◊ RUN & EXECUTE (Operations) ◊ Measure the process (task/lag time, process costs) ◊ Analyze ◊ Change (close the loop)
  4. 4. Fact view Process view Goal – collect information, core Goal – excellent customer & business operations with accounts, internal service, fast and products, HR, contracts accurate operations, control HR system, Accounts, Transactions, Contracts, Document storage Web access + Task automation Fast communications Operational control Error-free operations
  5. 5. Incoming invoice < 10 000 EUR & contract exists < 1 000 EUR & contract exists
  6. 6. Smart process routing Weighted groups 30% 70% Persons or groups Relative job functions Job functions Queues
  7. 7. Business rules ◊ Prioritize and classify contracts ◊ Set up automated reminders ◊ Define roles and deadlines ◊ Workload distribution ◊ Employee cost rates
  8. 8. User view - individual task lists • Real-time task lists - no reporting overhead • Prioritized active, completed, overdue, urgent tasks, • Outlook, browser or other application • Shared Inboxes
  9. 9. project manager
  10. 10. Archive man
  11. 11. bookkeeper supplier
  12. 12. Document library • All contract documents in one place! - Contracts - Appendixes - Reports - Invoices - Payment orders - Reminders • Access anytime from anyplace NEXUM Insurance Technologies
  13. 13. Debt collection Automated reminders and invoices Commission payment control Benefits: no human interaction to Benefits: no cash fraud and undue calculate, prepare and send them payments to brokers Debt information comes directly from accountancy Benefits: Debt collection starts immediately Classification according to predefined business rules Benefits: focus on the most promising and important debts, optimized workload
  14. 14. Product patterns Product First reminder Call Contract Pass to external Write-off break collector Loan secured +5 days, +10 days, customer +60 days, +90 days, +720 days, with income automatically manager lawyer automatically accountant >2000 LTL >2000 LTL >2000 LTL >2000 LTL >2000 LTL Loan against +10 days, +15 days, customer +60 days, +90 days, +360 days, surety automatically manager lawyer automatically accountant >2000 LTL >2000 LTL >2000 LTL >2000 LTL >500 LTL Real estate +2 days, +10 days, customer +30 days, +45 days, <auction loan automatically manager lawyer automatically process> >5000 LTL >5000 LTL >5000 LTL >5000 LTL Loan up to +5 days, +7 days, customer +15 days, +30 days, +360 days, 3000 kroons automatically manager lawyer automatically accountant >150 LTL >500 LTL >500 LTL >500 LTL >500 LTL
  15. 15. Solution – business rules • Debt sizing, classification and prioritization • Debt with/without loan security • Schedule for reminder letters • Roles and task completion time • Employee cost rates
  16. 16. Customer&user view - automated reminder letters • Different media – e-mail, fax, post mail, SMS • Automated generation and distribution using message templates • Always sent on-time • To be used for 80% of debts • No human power required!
  17. 17. What results in better debt recovery? Konstatēt problēmu ◊ Recovery rate, ◊ Older than X days... ◊ # of bad debts
  18. 18. Process bottlenecks and performance
  19. 19. Architecture (SOA) Core business functions: Process context: Account operations Ultimus BPM Core system Alerts and notifications: Centralized document storage: E-mail service Microsoft Sharepoint
  20. 20. Custom front-end, customer portal
  21. 21. Custom front-end, customer portal
  22. 22. Custom front-end, customer portal
  23. 23. Claims administrator
  24. 24. Process changes 26
  25. 25. Architecture (SOA) Core business functions: Process context: Information and document view Ultimus BPM Information Documents Alerts and notifications: Centralized document storage: E-mail service Microsoft Sharepoint
  26. 26. Hiring/firing
  27. 27. Correspondence management
  28. 28. Contract lifecycle management
  29. 29. Incident management, Call center
  30. 30. Sales process, lead management
  31. 31. Development and launch of new product
  32. 32. BPM Results – Productivity, costs, errors Process Result, savings Credit Card Request 470% more applications with same staff Internal infrastructure service From 5 to 100 requests daily with the request same staff Customer Service 62% less time needed with same amount of requests Job Application Process Throughput increased by factor 5 Reduction of fax costs Reduction of communication costs between 2200 locations and HQ (95 Processes) HR Process: Leave Management 1 employee Insurance claims management Average time to decision reduced from 10 days to 15 hours (best time – 3 hours)

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