Transcript Annual Excellence Awards Presentation

16th Annual Awards
Global Awards for Excellence
in
BPM & Workflow
Judges:
Nathaniel Palmer, Bob Puccinelli, Cor Visser, Ken Mei, Francesco Battista
Lead Judge: Derek Miers
Awards Director: Layna Fischer
Future Strategies Inc
Media support by
Recognizing Excellence
in BPM & Workflow





Europe
North America
Middle East/Africa
Pacific Rim
South and Central America
Innovation
Impact
Implementation
2
Assessment Criteria
 Innovation
•
•
•
•
Innovative use of BPM technology to solve unique problems
Creative and successful implementation of advanced BPM concepts
Level of integration with other technologies and legacy systems
Degree of complexity in the business process and underlying IT architecture
 Implementation
•
•
•
Successful BPM and/or workflow implementation methodology
Size, scope and quality of change management process
Scope and scale of the implementation (e.g. size, geography, inter-company processes)
 Impact
•
•
•
•
•
•
Extent and quantifiable impact of productivity improvements
Significance of cost savings
Level of increased revenues, product enhancements, customer service or quality
improvements
Impact of the system on competitive positioning in the marketplace
Proven strategic importance to the organization's mission
Degree to which the system enabled a culture change within the organization and
methodology for achieving that change
3
Finalists

Europe
•
•
•
•

Middle-East Africa
•
•
•
•

AmerisourceBergen Corporation, USA nominated by Metastorm, USA
Citi GTS Group, USA nominated by Pegasystems Inc., USA
Lincoln Trust Company, USA nominated by Lincoln Trust Company, USA
Nuclear Regulatory Commission, USA nominated by HandySoft, USA
Pinellas County, Florida, USA nominated by Global 360, Inc., USA
San Francisco Public Utilities Commission, USA nominated by Interfacing Technologies Corp., Canada
San Joaquin County Information Systems Division, USA nominated by Oracle, USA
Pacific Rim
•
•
•
•
•

Abu Dhabi Commercial Bank, United Arab Emirates nominated by Newgen Software Technologies Ltd., India
NAFITH Logistics PSC, Jordan nominated by TraxAware Software LLC, Jordan
Nokia Siemens Networks, United Arab Emirates nominated by Appian, USA
South African Post Office, South Africa nominated by Pétanque Consultancy, South Africa
North America
•
•
•
•
•
•
•

Faculty of Manufacturing Technologies, TUKE, Slovakia nominated by Czestochowa University of Technology, Poland
Homeloan Management Limited (HML), UK nominated by Lombardi Software, USA
SNS Bank IT, Netherlands nominated by Red Hat, Netherlands
Swisscard AECS AG, Switzerland nominated by Action Technologies Inc., USA
AEGON Religare Life Insurance Company LTD., India nominated by DST Global Solutions, Hong Kong
Genpact Ltd., India nominated by Savvion Inc., USA
Ranbaxy Laboratories Limited, India nominated by Newgen Software Technologies, India
Reliance Life Insurance, India nominated by Savvion Inc., USA
South Australia Department of the Premier and Cabinet, Australia nominated by HandySoft, USA
South and Central America
•
QUALA SA, Colombia nominated by Pectra Technology, USA
4
Trends Seen From the Entries
 Multiple, complex processes automated
 Portal implementations (B2E, B2B, B2C)
 Broad organizational initiatives
•
•
•
•
Finance product management and Credit Card processes
E-gov and value chain integration
Center of Excellence Approaches
Engagement of the wider organization
 In many cases, still too much emphasis on technology rather than
the business issues
• How the Challenges were met, Pitfalls overcome, Learning Points taken to
heart, Team Structures dealt with the issue, etc.
• Important to communicate the real business benefits (not the technology)
• Many of the submissions were lacking meaningful baseline metrics
 Sophistication in Africa, Middle East and South America
5
Europe
Silver Award
SNS Bank, Netherlands
nominated by
Red Hat, Netherlands
and
Homeloan Management
Limited, UK
nominated by
Lombardi Software, USA
6
SNS Bank, Netherlands
 Situation
• Looked to develop fully automated processes, integrating across
channels
• Delivering savings products online
• SOA, BPM, Open Source; Seeking cost reduction
 Implementation & Innovation
• Repository with re-usable processes
• Integrated JBoss with Rules Engine and front end web
applications
 Benefits
• Two weeks to two days for savings product requests
• Enabled seamless exchanges between the different departments,
customers and applications
• Envisioning a full-scale banking store, integrating STP with BPM
across channels
7
Homeloan Management, UK
 Situation
• Outsourced mortgage administration solutions to over 30 lenders
• Manual, complex processes; Wanted to improve, streamline and increase
overall control of the processes
• Automate repeatable, efficient, consistent strategies across the client base
 Implementation & Innovation
• Model and automate the complex credit management strategies of each
client (over 50 different strategies); Modular components developed and
adapted to specific constraints
• Integrated with document production
• Center of Excellence approach
 Benefits
•
•
•
•
22 FTE’s saved (£400K process architect)
Rapidly adopt new strategies without lengthy development and testing
Improved compliance and radical reduction of errors
Clients a pay by results pricing structure (accounts cured rather than activity
levels)
8
Europe
Gold Award
Swisscard AECS, Switzerland
nominated by
Action Technologies, USA
Integrator
Action Solutions AG
9
Swisscard AECS, Switzerland
 Situation
•
•
•
•
Service operation, offering merged credit card support
Time to market issues; multiple contact-points
Credit Cards, Loyalty Programs, Corporate Customers, Co-branded Cards
Faced increasing regulatory and risk issues
 Implementation & Innovation
• Combined BPM principles and software agent technology (wrapping new
and legacy applications)
• Extending workflow boundaries to include external customers
• Humans & software agents participate in Case Management (Meta-Cases)
• Wide range of processes – full lifecycle, applications to chargebacks
 Benefits
• ROI of 338% (based only on the cost savings); NPV over $1 million in 2009
(first year)
• 40% reduction in cycle time; 30% increase in productivity; Information
quality of 10%
10
Swisscard AECS, Switzerland
Daniel Böhringer
Head of Risk Services
11
Middle East-Africa
Silver Award
South African Post Office
nominated by
Pétanque Consultancy,
South Africa
and
NAFITH Logistics PSC, Jordan
nominated by
TraxAware Software LLC,
Jordan
12
South African Post Office
 Situation
• New business model agreed in 2007
• “to become more accessible, more customer focused, more innovative in
generating revenue and finding new and better ways of providing services
to the urban and rural communities”
 Implementation and Innovation
• BPM applied in a low IT focus, high people impact formula
• “Created an environment for teamwork and buy-in at all levels, focusing on
transparency, collaboration and interdepartmental exchange of current and
best practice processes”
• Business-wide engagement program
 Benefits
• Impacting staff at all levels, customers, partners and suppliers, and the
South African Government (shareholder)
• New partnerships; new products;
• Cost savings, time reductions (employee onboarding, project
implementation, etc); Productivity (role clarity, removing duplication
• Framework for longer term change and performance metrics
13
NAFITH Logistics PSC, Jordan
 Situation
• 250 employee organization spread over 39 remote locations working on a
24/7 shift structure to manage and control all trucks going in and out of the
city of Aqaba
• Enhance the culture through the creation of transparent HR processes
• Transform the public-sector mentality to a corporate one
• Create well defined business processes catering to all aspects of day-today work and procedures
 Implementation and Innovation
• Reengineering of current manual internal processes
• Development of standard business rules that serve the processes
• web based Portal for HR, Content Management & Warehouse Management
 Benefits
• The 45% savings in paper translates directly into 1.4 MT of paper
• Saving 3 FTE’s, 5% Fuel Reduction, Cars
• Time reduction – 50% less administration; 60% in HR; 20% employee formfilling; Process duration – e.g. vacation request from 3-5 days to 3 hrs
14
Middle East-Africa
Gold Award
Nokia Siemens Networks, UAE
nominated by
Appian, USA
15
Nokia Siemens Networks, UAE
 Situation
• Merger of Siemens and Nokia Networks - CSI employs 4000 staff;
T/O €500 million pa; Array of inflexible and disconnected tools
 Implementation and Innovation
• CSI process framework; BPMS to manage the business effectively
and support growth
• Touches all functional areas within CSI, suppliers and customers
incl Service Delivery, Resource/Competency Mgt, Sales Mgt, Tech
Support, Product & Portfolio Mgt, Remote Delivery & Offshoring
 Benefits
• €1.8 million investment, CSI has calculated a €12 million annual
productivity savings pa
• Real time end-to-end business and project visibility in 15 months
• Improved employee utilization; common language
16
Nokia Siemens Networks, UAE
Nick Deacon, Nokia Siemens Networks
17
North America
Silver Award
AmerisourceBergen, U.S.
nominated by
Metastorm, USA
and
County of San Joaquin, California, USA
nominated by
Oracle USA
18
AmerisourceBergen, U.S.A.
 Situation
• Global Pharma – maintaining high standards while managing growth;
creating efficiencies; making better and faster decisions; ensuring
regulatory and legal compliance
• Numerous relationships with manufacturers, pharmacies, and hospitals
 Implementation and Innovation
• Established a BPM Center of Excellence
• Deployed and optimized nearly 200 processes with approximately 3,000
global users (with a team of 4)
 Benefits
•
•
•
•
•
•
Establish more efficient and accurate tracking capabilities
Significantly reduce chargeback disputes
Improve transaction transparency and improved supplier collaboration
Empower more process-centric thinking across multiple departments
“Total annual benefits are in the tens of millions of dollars”
Example - Accounts payable process has improved reconciliations from
20% a month to 70% a month
19
County of San Joaquin, California
 Situation
• providing a wide and diverse range of programs and services to over
650,000 County residents
• Range of programs - Health care services; Community Centers and Parks;
many State and Federal mandated programs; Criminal Justice Information
System (CJIS)
• Decreasing Budgets; Changing Demographics; Service Constrained by
Organizational Structure and existing Processes
 Implementation and Innovation
• Implement service-oriented architecture (SOA);
• BPM-BPEL
• Established key project benchmarks
 Benefits
•
•
•
•
Improved processing of Warrants by providing BAM dashboards to users
Reduced interface development time from 6 months to 1 month
Reduced implementation time for COTS applications
Reduction in the number of system interfaces by adopting a
publish/subscribe architecture
20
North America
Gold Award
Lincoln Trust Company, USA
nominated by
Lincoln Trust Company, USA
21
Lincoln Trust Company
 Situation
•
•
•
Recently spun off; 350 employees & $15 billion assets
Manage non-traditional financial assets such as private placements, promissory
notes, offshore funds; residential and commercial real estate
Using BPM technology to manage all strategic processes of the organization
 Implementation and Innovation
•
•
Client web portal; Integrated process with VOIP telephone system
BPM practice center – common shared processes; implemented 15 enterprise
wide business processes impacting 10 different operational business units
 Benefits
•
•
•
•
•
90% reduction in customer complaints
Year one ROI of 120%; overall cost savings of $2.2M
decreased process cycle times in some areas by up to 75%
Now process 75% of volumes prior to a divestiture with 25% of the original staff
Generate additional revenue by encouraging clients to “upgrade” accounts
22
Lincoln Trust Company
Helen Cousins, EVP/
CIO
Joan Manning, EVP
Operations
Helen Cousins, (left) and Joan Manning
23
Pacific Rim
Silver Award
Reliance Life Insurance, India
nominated by
Savvion Inc., USA
24
Reliance Life Insurance, India
 Situation
• In just two years of operation, Reliance Life Insurance has exceeded 2
million policies and is among the country’s fastest growing life insurance
firms in new business premiums with a year-over-year growth rate of 195
percent
 Implementation and Innovation
• BPM governance council
• BPM provided the backbone and orchestrated multiple systems including
Documentum, LifeAsia (on AS/400), Policy Tracking and InsureConnect.
• Highly distributed multiple teams/departments across geographies, partners
 Benefits
• Reduce processing time for new policies from 2 weeks to 4 hours
• Transaction costs of underwriting significantly reduced due to the
automation achieved
• Enabled services via multiple channels
25
Pacific Rim
Gold Award
South Australia Department
of the Premier and Cabinet
nominated by
HandySoft, USA
26
South Australia Department of
the Premier and Cabinet
 Situation
• Cabinet Submissions and Notes for Cabinet and the associated
briefings
• Processes require collaboration and negotiation across more than
20 directorates and agencies with more than 40,000 potential
participants
• Highly dynamic, heavily paper-based, prone to security breaches
 Implementation and Innovation
• Portal; Paperless environment for Cabinet proceedings
• Case Management and Action Tracking; Structured and
Unstructured Processes
 Benefits
• Hundreds of thousands of dollars savings
• DPC has realized “time reductions” as well as “productivity
improvements.” DPC plans a full ROI analysis in 2010.
27
South Australia Department of
the Premier and Cabinet
Tanya Smith
Deputy Chief Executive of the
Department of the Premier and Cabinet
28
South & Central America
Silver Award
NO SILVER AWARDED THIS YEAR
29
South & Central America
Gold Award
QUALA SA, Colombia
nominated by
Pectra Technology, USA
30
QUALA SA, Colombia
 Situation
• Multinational dedicated to the production and distribution of food
• Agility, greater scalability in the operations the same organization
 Implementation and Innovation
• Integration of the value chain
• 6 core processes - supply and logistics, investment project
evaluation, prices & promotions, product traceability & temporary
staff management
• 300 internal users at 6 different locations, and over 200 external
users
 Benefits
• HR Processes - time reduction (-250%) 5  2 days; productivity
(+145%); expense reduction (USD 55,000 monthly)
• 70% more sales than in 2006
• Integration of 800 suppliers into Value Chain
31
QUALA SA, Colombia
MARIA CRISTINA COBOS MUÑOZ
IT Development Manager
QUALA Team
32
2009 Winners
Europe
Gold
 Swisscard AECS AG, Switzerland
North America
Gold
 Lincoln Trust Company, USA
• Nominated by Lincoln Trust Company, USA
• Nominated by Action Technologies Inc., USA
Silver (tie)
 SNS Bank IT, Netherlands
• Nominated by Red Hat, Netherlands
 Homeloan Management Llt (HML), UK
• Nominated by Lombardi Software, USA
Middle-East Africa
Gold
 Nokia Siemens Networks, UAE
• Nominated by Appian, USA
Silver (tie)
 South African Post Office, South Africa
• Nominated by Pétanque Consultancy, South Africa
 NAFITH Logistics PSC, Jordan
• Nominated by TraxAware Software LLC, Jordan
Silver (tie)
 AmerisourceBergen Corporation, USA
• Nominated by Metastorm, USA

San Joaquin County, USA
• Nominated by Oracle, USA
Pacific Rim
Gold
 South Australia Dept of the Premier and Cabinet,
Australia
• Nominated by HandySoft, USA
Silver
 Reliance Life Insurance, India
• Nominated by Savvion Inc., USA
South and Central America
Gold
 QUALA SA, Colombia
• Nominated by Pectra Technology, USA
33
Thank you!
Our congratulations again to the
Finalists and Winners.
Derek Miers, BPM Focus. Lead Judge
Layna Fischer, Awards Director and Publisher
Future Strategies Inc.
The recording and slides will be posted to
www.BPMF.org within a few days.
34