APPIAN - IBANK

Copyright © 2010 Appian Corporation. All rights reserved.
BPM And ROI: Can Process
Improvement Really Deliver a
Return on Investment?
Malcolm Ross
Director Product Management

Copyright © 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.
2
Agenda
 Identifying the Right Process for your first BPM project
 Rolling-Out a BPM Project
 Centers of Excellence
 Continuous Process Improvement
 The BPM Maturity Model
 ROI Case-Study

3
Identifying the Right Process for BPM
Order to Cash Inventory Management
Employee On-boarding
IT Help Desk
Claim Processing
Ordering
Business Cards
Customer Service
Purchase Requests

4
Measuring Value
0 2 4 6 8
Rating
Measuring Value
Current Performance
Breadth of User Base
Frequency of Use
Executive Sponsorship
Financial Value
Strategic Value
Rating Value
 Current Performance
 Breadth of User Base
 Frequency of Use
 Executive Sponsorship
 Financial Value
 Strategic Value

5
Measuring Complexity
Rating Complexity
 Integrations
 Breadth of User Base
 Size of Process
 Complexity of Rules
 Number of Exceptions
 Maturity
0 2 4 6 8
Rating
Measuring Complexity
Integrations
Breadth of User Base
Size of Process
Complexity of Rules
Number of Exceptions
Maturity

6
Preparing – Creating a Center of Excellence for BPM
Business Process Director
Change
Management
Coordinator
BPM Knowledge
Manager
Consultant
Business Process
Architect
Chief Operating Officer
Process Project Manager
The COE helps facilitate BPM initiatives and
disciplines around the organization rather than
actual delivery on projects.
COE Responsibilities
 Prioritize Processes
 Definition of Process Development Lifecycle
(PDLC)
 Definition of BPM Implementation
Methodology
 Establishment of BPM Standards
 Establishment of BPM Best Practices
 Maintenance of Process Library and BPM
Knowledge Base
 Evaluation of Process Performance
 Review of Architecture / Sizing Parameters

7
Roll-Out and Continuous Process Improvement

8
ServiceOffering
8
Appian BPM Maturity Model
Level 1 Level 2 Level 3 Level 4
Enablement Enhancement Excellence
AppianBPMPerformance
Individual
Project
Program
Enterprise
• Enterprise BPM Roadmap
- Planning & Vision
• BPM Center of Excellence
• Solution Architecture & Best
Practices
• Dedicated Services
• On-Demand Services
• Health Check
• Benefit Analysis
• Quick Start
• Turnkey
• Expert Staffing
• Live in 20/40/60
• Product & Skills Training
• Knowledge Transfer
Appian
Service
Offerings
Drive
Value
Skilled individuals on the AE
software

Copyright © 2007 Appian Corporation. All rights reserved.
Enterprise Rent-A-Car, Southern CA
David Belt
I.S. Manager / Senior Analyst
Business Development

10
Company Background
 Founded in 1957, Family owned, Headquartered in St. Louis, MO
 Largest rental car company in North America with offices in UK,
Ireland and Germany
 Ranked highest in customer satisfaction by J.D. Power and
Associates eight out of the last nine years
 Ranked 18 – Forbes “500 largest Private Companies in America”
 Fiscal 2007 revenue $9.5 Billion
 7,900+ rental branches with 800,000 cars in fleet
 65,000+ employees
 Acquired Vanguard Car Rental, August 2007 – National and Alamo

11
Focus of Implementation
 Southern California (Group 32) is the largest operating group with
~85,000 vehicles in fleet across 4 lines of business.
 Focus on improving back office processes to increase efficiency.
 Vehicle Maintenance and Vehicle Repair (Body Shop) payables
represents largest volume of payables activity.

12
Business Challenges – Vehicle Maintenance Payables
 Challenges
 High Volume - 18,000+
invoices/month
 Highly manual process
 Paper intensive “In-box” system
 Cross-functional
 Geographically dispersed
workforce
 Complex business rules
inconsistently applied
 Manual process hampered our
ability to support a consolidated
AP initiative.
Transaction Volume
180
185
190
195
200
205
210
215
220
225
230
FY04 FY05 FY06 FY07
(000's)
Touchpoints
1.5
2.0
2.5
3.0
3.5
4.0
4.5
FY04 FY05 FY06 FY07
(mils)

13
Why BPM as a Solution
 Goals
 Automate non-value added tasks.
 Expedite workflow between functional areas.
 Centralized processing / Distributed decisions.
 Reduce errors through consistent application of complex business
rules.
 Increase controls through process consistency.
 Increase productivity through process visibility.
 Expected Benefits
 Consolidation of the AP function
 Reduction of human touch points

14
Vehicle Maintenance Payables Implementation
 Overview
 Available to ~60 employees in 2 departments.
 Regional Vehicle Repair and Group Accounts Payable.
 Development and deployment
 Ground up re-design of the Vehicle Maintenance Payables process.
 ~6 months from start of development to 1st go-live.
 1 Enterprise Developer and a 6 week quick start with an Appian resource.
 Ongoing enhancements post-release.
 Rollout schedule
 8 week Pilot with 1 Region.
 Rolled out remaining 12 Regions over 12 weeks.
 100% of Maintenance Payables now processed through Appian.
 2nd application of Appian (Body Shop Payables) took only 6 weeks from
start of development to pilot.

15
Measurable Benefits
 Process Efficiency Gains
 Human Steps to Process an Invoice
 Pre-Appian: 9 – 19
 Post-Appian: 0 – 7
 40% Auto-Approval rate
 Process Visibility
 Pre-Appian
 No actionable measure of productivity
 No visibility to invoices in process
 Post-Appian
 Real-time productivity reporting allows supervisors to actively manage
their staff
 Able to easily identify where “missing” invoices are held up

16
Vehicle Maintenance Payables – AP Home Page

17
Vehicle Maintenance Payables – AP Dashboard

18
Vehicle Maintenance Payables – AP Dashboard (cont.)

19
VM Payables – Regional VR Task

20
VM Payables – Regional VR Task (cont.)

21
VM Payables – Regional VR Task (cont.)

22
VM Payables – Productivity Reporting

23
VM Payables – Process Visibility to Users

24
VM Payables – Process Visibility to Users (cont.)

25
Appian Quick Facts
COMPANY
Corporate HQ: Reston, VA (near Washington, DC)
EMEA HQ: London, England
Founded: 1999 (11 years of profitable growth)
PRODUCTS
Appian Enterprise
Rated a Leader in Enterprise BPM Suites by Forrester and Gartner
The world’s most innovative BPM suite
Appian Anywhere
Only Complete BPM Suite Available in an On-Demand SaaS Offering
BPM Applications, Templates and Collaboration
Appian for IT Services, Project Mgmt, Marketing
Requests, Compliance, Procurement, HR Recruiting, SharePoint and more
CUSTOMERS
Customers: Financial Services, Mfg, Retail, Telco, Services and Government
Deployed Seats: > 3 million

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