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George Chast
Smarter Process Leadership Team
IBM Smarter Process:
Reinventing Business Operations
for Greater Customer-Centricity & Topline Growth
with Mobile, Social & Cloud
IBM’s approach for reinventing business
operations
 to enable greater customer-centricity
 in the age of mobile, social, cloud and
big data
 while driving efficiency and
optimization into end-to-end processes
IBM Launched Smarter Process at Impact 2013
Instant
At Internet speed
Broadcast Music Inc (BMI) shortens artist onboarding time by 93%,
processing 100B transactions
Seamless
Interconnected & ubiquitous
Visa Europe handles cross border payments across 36 diverse
currency markets
Insightful
Targeted and relevant
Hospitals Contribution Fund (HCF) provides preventative heathcare
options and grows its market share by 56%
In a Customer-Centric World, Processes Must Be…
Restless Reinvention and
Process Innovation
Better Decision Making
from Actionable Insights
Accelerated Time to Market
Integration across
Business & Technology
A Building Block Approach
Impact 2014: The Composable Business
5
Clients at Impact 2014
of global companies say that their
~ Capital Confidence Barometer, October 2013
Nearly
a year earlier
, up
from only60% 41%
Effective business operations enable capturing new opportunities
Companies’ Focus on Growth is Pervasive
63% 58% 69%
of leaders expect
consumers to gain even
more power and influence
of their businesses
of business executives
expect new technology to
reduce barriers to entry
of business leaders
expect more cross-
industry competition
~ Digital Reinvention: Preparing for a very different tomorrow.
IBM Institute of Business Value, 2013
The Need for Customer-Centric Reinvention is
Paramount
Be First to reinvent your operations for competitive advantage
Focus on empowering your knowledge
workers (and creating more!)1
Speed process innovation with
flexible innovative delivery models
To further customer-centricity and drive top-line growth
2
The Way Forward with Smarter Process &
Composable Business
9
Knowledge Workers Must Be Effective to Enable
Customer-Centricity
“Knowledge worker productivity is...(the) only
real competitive advantage in a global
economy ”
~ Peter Drucker
“Knowledge workers have driven more than 70
percent of the economic growth in the U.S.
over the past three decades, “
~ McKinsey Global survey, Economic Conditions
Snapshot
“Enterprises recognize that their, knowledge
workers are vital to success, yet they provide
poor information and process tools to get the
most out of them ”
~ Forrester*
Enhance service levels, improve customer satisfaction
and grow your top-line
!Knowledge Worker Empowerment is Vital to Success, Forrester January 2011
Available anytime, anyplace, anywhere
PureApp
Business “Programmers”
 Creates process models and
workflow diagrams
 Defines business rules and
events to drive behavior
 Utilizes analytics to gain insights
in how to improve operations
Subject Matter Experts
 Define case types and
activities
 Define business objects
 Author simple responsive UIs
 Consume pre-built process
components
 Responsible for “job” (case, task, or
combo)
 Triggers ad-hoc activities in
response to business conditions
 Monitor process performance
 Collaborates with other workers
 Leverages content in context
 Routine work is automated as much
as possible
Automated straight-thru processing Procedural, task-based work Dynamic, goal-driven work; case
On- Premise
Smarter Process Supports a Spectrum of Work Types
Knowledge Workers
 Operational Decision Management
 Business Process Management
 Case Management
Smarter Process Brings Together a Broad Set of
Industry Leading Capabilities Across IBM
Location Speed &
direction
Sentiment
Photos Identity
Mobile is a Game-Changer
Business
Content
SMS Mobile emailMobile apps
Empowering Your Knowledge Workers
IBM Operational Decision Manager
What’s New
 New decision service for simplified rule
deployment and governance
 End-to-end rule change management cycle
support via the ODM Business Console
 Simulation capabilities inside the Business
Console empowers knowledge workers
Automate and govern repeatable
operational decisions
Optimizing Decisions at Key Business Moments
Technology Preview of IBM ODM Advanced
What’s New
 New Decision Server Insights runtime
available as a technology preview to existing
IBM Decision Server customers
 Business user empowerment to sense
changing business conditions and respond
with predetermined actions
High fidelity,
granular actions
 Patient
 Loan Applicant
 Policy Holder
Millions of
interactions
Hundreds of
Aggregates
Thousands
of Rules
Dozens
of Models
Process
Rule
Service
• Events
• Rules
• Predictive analytics
Stateful, real-time situational
context for decision automation
Providing the Full Spectrum of Work Capabilities
IBM Business Process Manager
What’s New
 Basic case management support
complementing straight-through
processing and user-driven workflow
 Simplified implementation and
management of process-oriented
solutions
 New responsive user interface design
for common experience across all
devices
Comprehensive platform for process
orchestration and governance
16
Business Dashboards with deep visibility and analytics
Visibility into work-in-progress providing the
ability to take corrective action when necessary
Detect bottlenecks and performance
thresholds and display them visually
View into process performance
Analyze process performance to
uncover areas for improvement
Speeding Innovation
Collaborative Process Discovery in the Cloud
IBM Blueworks Live
Process made simple
Visit BlueworksLive.com to learn more
What’s New
 Governance framework provides built-in,
auditable review and approval workflow
 Private cloud option delivers single-tenant
hosting on dedicated hardware and
software
 Pay by credit card in 26 countries
Responsive Coach Design: Single coach for multiple form factors
19
• Reduced cost of
development
• Design for Mobile
Embedded in other applications Available in default BPM UIs
Use via your mobile browser
Use via custom apps
(Worklight)
IBM
BPM Coach
Leverage a Tech Demo of Mobile
Ready Light Weight Coach Views
Playback and Test Responsive
Coaches on multiple form factors
Build using WYSIWYG tooling and
multi-form factor design
Email notifications
Market leading BPMs offering
available via the Cloud
What’s New
 Concurrent User pricing for increased
flexibility
 Enhanced security with two-factor
authentication and SAML
 New data store helps accelerate project
development
Accelerating Process Innovation
IBM Business Process Manager on Cloud
Innovating with New Business Models and Approaches
BlueMix Rules
Service
BlueMix
RapidApps
Smarter Process assets for
Codename: BlueMix
What’s New
 Rules Service enables developers to
spend less time recoding and testing
when the business policy changes
 BlueMix RapidApps empowers
business developers to rapidly deliver
new web and mobile business apps
© 2011 IBM Corporation
Build Your Roadmap to Process Excellence
Identify
Business
Challenge and
Value
Succeed
with an Initial
Project
Establish a
Program
BusinessOutcomes
Project Scope
• Undertake an initial process
or decision improvement
project based on assessed
need
• Leverage proven
methodologies to implement
process and/or decision
automation within 90 days.
• Extend automation with
greater integration across
the enterprise
• Further optimize decisions
with situational context from
business events
• Provide detailed visibility
into running processes with
configurable dashboards
• Collaborate with colleagues to
understand and document
existing processes
• Use as-is process maps and
leverage IBM expertise to
identify key improvement
opportunities
1
2
3
22
Expedite time to success with BPM on Cloud
 Achieves unparalleled visibility into library procurement processes
 Cloud-based solution in place in weeks, without in-house technical skills
A world-renowned academic institution – Duke University

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IBM Smarter Process

  • 1. George Chast Smarter Process Leadership Team IBM Smarter Process: Reinventing Business Operations for Greater Customer-Centricity & Topline Growth with Mobile, Social & Cloud
  • 2. IBM’s approach for reinventing business operations  to enable greater customer-centricity  in the age of mobile, social, cloud and big data  while driving efficiency and optimization into end-to-end processes IBM Launched Smarter Process at Impact 2013
  • 3. Instant At Internet speed Broadcast Music Inc (BMI) shortens artist onboarding time by 93%, processing 100B transactions Seamless Interconnected & ubiquitous Visa Europe handles cross border payments across 36 diverse currency markets Insightful Targeted and relevant Hospitals Contribution Fund (HCF) provides preventative heathcare options and grows its market share by 56% In a Customer-Centric World, Processes Must Be…
  • 4.
  • 5. Restless Reinvention and Process Innovation Better Decision Making from Actionable Insights Accelerated Time to Market Integration across Business & Technology A Building Block Approach Impact 2014: The Composable Business
  • 7. of global companies say that their ~ Capital Confidence Barometer, October 2013 Nearly a year earlier , up from only60% 41% Effective business operations enable capturing new opportunities Companies’ Focus on Growth is Pervasive
  • 8. 63% 58% 69% of leaders expect consumers to gain even more power and influence of their businesses of business executives expect new technology to reduce barriers to entry of business leaders expect more cross- industry competition ~ Digital Reinvention: Preparing for a very different tomorrow. IBM Institute of Business Value, 2013 The Need for Customer-Centric Reinvention is Paramount Be First to reinvent your operations for competitive advantage
  • 9. Focus on empowering your knowledge workers (and creating more!)1 Speed process innovation with flexible innovative delivery models To further customer-centricity and drive top-line growth 2 The Way Forward with Smarter Process & Composable Business
  • 10. 9 Knowledge Workers Must Be Effective to Enable Customer-Centricity “Knowledge worker productivity is...(the) only real competitive advantage in a global economy ” ~ Peter Drucker “Knowledge workers have driven more than 70 percent of the economic growth in the U.S. over the past three decades, “ ~ McKinsey Global survey, Economic Conditions Snapshot “Enterprises recognize that their, knowledge workers are vital to success, yet they provide poor information and process tools to get the most out of them ” ~ Forrester* Enhance service levels, improve customer satisfaction and grow your top-line !Knowledge Worker Empowerment is Vital to Success, Forrester January 2011
  • 11. Available anytime, anyplace, anywhere PureApp Business “Programmers”  Creates process models and workflow diagrams  Defines business rules and events to drive behavior  Utilizes analytics to gain insights in how to improve operations Subject Matter Experts  Define case types and activities  Define business objects  Author simple responsive UIs  Consume pre-built process components  Responsible for “job” (case, task, or combo)  Triggers ad-hoc activities in response to business conditions  Monitor process performance  Collaborates with other workers  Leverages content in context  Routine work is automated as much as possible Automated straight-thru processing Procedural, task-based work Dynamic, goal-driven work; case On- Premise Smarter Process Supports a Spectrum of Work Types Knowledge Workers
  • 12.  Operational Decision Management  Business Process Management  Case Management Smarter Process Brings Together a Broad Set of Industry Leading Capabilities Across IBM
  • 13. Location Speed & direction Sentiment Photos Identity Mobile is a Game-Changer Business Content SMS Mobile emailMobile apps
  • 14. Empowering Your Knowledge Workers IBM Operational Decision Manager What’s New  New decision service for simplified rule deployment and governance  End-to-end rule change management cycle support via the ODM Business Console  Simulation capabilities inside the Business Console empowers knowledge workers Automate and govern repeatable operational decisions
  • 15. Optimizing Decisions at Key Business Moments Technology Preview of IBM ODM Advanced What’s New  New Decision Server Insights runtime available as a technology preview to existing IBM Decision Server customers  Business user empowerment to sense changing business conditions and respond with predetermined actions High fidelity, granular actions  Patient  Loan Applicant  Policy Holder Millions of interactions Hundreds of Aggregates Thousands of Rules Dozens of Models Process Rule Service • Events • Rules • Predictive analytics Stateful, real-time situational context for decision automation
  • 16. Providing the Full Spectrum of Work Capabilities IBM Business Process Manager What’s New  Basic case management support complementing straight-through processing and user-driven workflow  Simplified implementation and management of process-oriented solutions  New responsive user interface design for common experience across all devices Comprehensive platform for process orchestration and governance
  • 17. 16 Business Dashboards with deep visibility and analytics Visibility into work-in-progress providing the ability to take corrective action when necessary Detect bottlenecks and performance thresholds and display them visually View into process performance Analyze process performance to uncover areas for improvement
  • 19. Collaborative Process Discovery in the Cloud IBM Blueworks Live Process made simple Visit BlueworksLive.com to learn more What’s New  Governance framework provides built-in, auditable review and approval workflow  Private cloud option delivers single-tenant hosting on dedicated hardware and software  Pay by credit card in 26 countries
  • 20. Responsive Coach Design: Single coach for multiple form factors 19 • Reduced cost of development • Design for Mobile Embedded in other applications Available in default BPM UIs Use via your mobile browser Use via custom apps (Worklight) IBM BPM Coach Leverage a Tech Demo of Mobile Ready Light Weight Coach Views Playback and Test Responsive Coaches on multiple form factors Build using WYSIWYG tooling and multi-form factor design
  • 21. Email notifications Market leading BPMs offering available via the Cloud What’s New  Concurrent User pricing for increased flexibility  Enhanced security with two-factor authentication and SAML  New data store helps accelerate project development Accelerating Process Innovation IBM Business Process Manager on Cloud
  • 22. Innovating with New Business Models and Approaches BlueMix Rules Service BlueMix RapidApps Smarter Process assets for Codename: BlueMix What’s New  Rules Service enables developers to spend less time recoding and testing when the business policy changes  BlueMix RapidApps empowers business developers to rapidly deliver new web and mobile business apps
  • 23. © 2011 IBM Corporation Build Your Roadmap to Process Excellence Identify Business Challenge and Value Succeed with an Initial Project Establish a Program BusinessOutcomes Project Scope • Undertake an initial process or decision improvement project based on assessed need • Leverage proven methodologies to implement process and/or decision automation within 90 days. • Extend automation with greater integration across the enterprise • Further optimize decisions with situational context from business events • Provide detailed visibility into running processes with configurable dashboards • Collaborate with colleagues to understand and document existing processes • Use as-is process maps and leverage IBM expertise to identify key improvement opportunities 1 2 3 22
  • 24. Expedite time to success with BPM on Cloud  Achieves unparalleled visibility into library procurement processes  Cloud-based solution in place in weeks, without in-house technical skills A world-renowned academic institution – Duke University