Transcript Annual Excellennce Awards Presentation

15th 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
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Europe
North America
Middle East/Africa
Pacific Rim
South and Central America
Innovation
Impact
Implementation
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Assessment Criteria
 Innovation
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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
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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
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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
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Trends
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Multiple, complex processes automated
Workflow integrated with CRM and ERP
Portal implementations (B2E, B2B, B2C)
Finance and Commercial Lending
E-gov and customer self-service initiatives
Emphasis on straight-thru processing and One Stop Shop
Still to much emphasis from the vendors on their technology
rather than the essence of the case
• 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 the South American market
• Last year it was Asia
• Africa and Middle East regions disappointing
 No Outstanding Entry
• No Global Award this year
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Finalists
 Europe
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KPN, The Netherlands: nominated by Cordys UK Ltd
MIGROSBANK, Switzerland; nominated by Action Technologies Inc.
Techspace Aero, BELGIUM; nominated by W4
 Middle-East Africa
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PruHealth South Africa, South Africa; nominated by TIBCO
 North America
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City of Edmonton, Canada; nominated by Computronix Ltd.
Dickinson Financial Corporation, US; nominated by Adobe Systems
Farmers Group, USA; nominated by Pegasystems
Office of the Secretary of Defense (OSD) for Acquisition, Technology & Logistics (AT& L), USA: nominated
by Oracle Corp
Tribunal Superior de Justicia del Estado de Hidalgo, Mexico; nominated by PECTRA Technology
U.S. Xpress, USA; nominated by Cordys UK Ltd
US MEPCOM, USA; nominated by Oracle Corp
 Pacific Rim
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AEGON Religare Life Insurance, India; nominated by Cordys UK Ltd
Australian Health Plans, Australia; nominated by Polonious Pty Ltd
Fullerton India Credit Company Ltd., India; nominated by Newgen Software Technologies Ltd.
Satyam Computer Services Limited, India; nominated by Satyam
 South and Central America
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INMETRO, Brazil; nominated by Cryo Technologies
ISAPRE Microsystem, Chile; nominated by PECTRA Technology
Produbanco, Ecuador; nominated by BizAgi Ltd
Transfiriendo S.A., Colombia; nominated by TYCON S.A.
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Europe
Silver Award
Techspace Aero, Belgium
nominated by
W4, France
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Techspace Aero, Belgium
 Situation
• Techspace Aero designs, develops and produces modules,
equipment and test cells for aircraft and space engines.
• Computer Aided Quality Management (CAQM) application.
 Implementation & Innovation
• Flexible management of quality incidents
• Modular components developed and adapted to the specific
constraints of the aircraft and space industry
• Draws on existing ERP data; definition of assembly or machining
ranges, serial numbers in engine sub-assemblies
 Benefits
• Improved quality participants’ efficiency
• Enabled seamless exchanges between the different departments
customers and suppliers
• Roll-out to other applications and corporate adoption
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Europe
Gold Award
Migros Bank, Switzerland
nominated by
Action Technologies, USA
Integrator
Action Solutions AG
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Migros Bank, Switzerland
 Situation
• Migros Bank is one of 10 leading financial institutes in Switzerland
and one of biggest Retail-Banks; multiple contact-points
• Faced increasing regulatory and risk issues
 Implementation & Innovation
• Focused on people-oriented processes (as against the back office
core accounting processes).
• Highly modular approach
• Focus on difficult human processes initially rather than highly
repetitive procedures
• 23 processes implemented in 81 man days
 Benefits
• Business focus on a relationship management-centric strategy
• NPV over 2 million CHF between 2006 and 2008
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Middle East-Africa
Gold Award
PruHealth, South Africa
nominated by
TIBCO, France
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PruHealth, South Africa
 Situation
• Health insurance company rewards members for a healthy lifestyle
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A requirement for customer centricity
A desire for ongoing product and service innovation
A requirement for efficiency improvements from increased regulatory pressure
 Implementation and Innovation
• BPM-SOA combination
• Rich portals for customers and business partners
• Introduced new process for managing appointments with
screening partners, tracking usage and preparing corporate bills
 Benefits
• Reduced the training time for new users and optimized resource
utilization
• Membership growth 67% with 5.8% increase in staff during 2008
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North America
Silver Award
High Court of the State of Hidalgo, Mexico
nominated by
Pectra Technology, USA
and
US Express, USA
nominated by
Cordys, Netherlands
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High Court of the State of Hidalgo, Mexico
 Situation
• 51 first instance courts and second instance courts, each having
numerous individual, complex and manual processes
• Annual average of 40,000 legal actions
• Implemented Integral Program of Processes Systematization
 Implementation and Innovation
• Judges participated in the process mapping
• Established portal accessible by citizens, legal parties
• Creation of a unique process of civil, criminal and family matters
 Benefits
• Real time statistics of trials, their ratio and progress status in the
criminal legal process.
• Substantial cost and time reductions
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US Express, USA
 Situation
• Largest privately-owned truckload carrier with over 8,500 trucks
and 26,000 trailers
• Bring together disparate systems of acquired companies
• Needed integrated solution for various independent trucking
entities to bid for each other’s orders.
 Implementation and Innovation
• Single View of Exposed Orders in near real-time
• Fundamental change the way IT thinks of developing solutions
 Benefits
• Long term cost reduction in order processing as new trucking
entities are added
• Order processing time has decreased from days and weeks to
hours and days
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North America
Gold Award
United States Military Entrance Processing
Command (US MEPCOM), USA
nominated by
Oracle, USA
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US MEPCOM, USA
 Situation
• US MEPCOM processes and qualifies individuals applying for military
service in any one of five Armed Services
• Processes over 1 million records per year and maintains over 60 million
current records across all the armed services
• Existing Enterprise Architecture (EA) too antiquated for increasingly
changing environment
 Implementation and Innovation
• Adapted to more interconnected, real-time environment
• Four major projects (total cost was around $40 million) fielded in less than
one year - only had to build three new services
• “Conducting open heart surgery on yourself with a knife, while running a
marathon, where the only training you’ve had was from the discovery
channel”
 Benefits
• DoD-wide savings estimated over $56 millions (on one aspect alone)
• Screening down from 3 days to 30 seconds, development spirals 12m to
3m
• Established an agile and flexible infrastructure, complies with DoD
standards and interoperability across all branches
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Pacific Rim
Silver Award
Australian Health Plans, Australia
nominated by
Polonious Pty Ltd., Australia
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Australian Health Plans, Australia
 Situation
• Specialist health insurer providing health plans for temporary residents
• Objective to reduce operating costs and to stop them rising with sales
• Database unwieldy, expensive and error prone (MS Access & Spreadsheets)
 Implementation and Innovation
• "The person who answers the telephone answers the question"
• Records retrieved in less than a second and show all claims, historical policies,
accounts etc
 Benefits
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Up to 60% productivity improvements
Over 60,000 Saving in Hours per annum
Premium growth of more than 40% over past 4 years
Increased customer and staff satisfaction
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Pacific Rim
Gold Award
Fullerton India Credit Company Ltd.,
India
nominated by
Newgen Software Technologies Ltd.,
India
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Fullerton India Credit
Company Ltd., India
 Situation
• Every branch an independent profit center complemented by centralized
operations and policy governance
• Achieve lean but profit-oriented branches, reduced turn-around-times, lower
cost of operations and better customer experience
• Commercial Mass Market (catering to self employed) and Retail Mass
Market (catering to salaried individuals)
 Implementation and Innovation
• Commercial lending application out-of-the-box, complete customer tracking,
etc.
• Scaled up to 750 branches in only 18 months
 Benefits
• One-of-its kind project in India
• Substantial process improvement, rapid results, visibility and control
• Increase in revenue and employee job satisfaction
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South & Central America
Silver Award
INMETRO, Brazil
nominated by
Cryo Technologies, Brazil
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INMETRO, Brazil
 Situation: National Institute of Metrology, Standardization and
Industrial Quality (INMETRO)
• Support the accreditation of approximately 300 organizations
• Aim—strengthen national companies: increase productivity through
adoption of mechanisms to improve quality of products, services
• Approx 800 manually certifications every year
 Implementation and Innovation
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Intense participation by the operating team
Extremely collaborative on quite complex process
Total number of activities reduced by 43% (use of BPMN)
Removing many internal review procedures
 Benefits
• Using just 0.025% of its annual budget, reduced average time for
accreditations by 30%.
• Substantial improvements in productivity and employee job satisfaction
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Reduced from 13 months to 9 in the first year (expect that to drop to 6 or 7)
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South & Central America
Gold Award
Produbanco, Ecuador
nominated by
BizAgi Ltd., Colombia
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Produbanco, Ecuador
 Situation
• One of most important financial conglomerates in Ecuador
• Lack of integration and subjectivity in the approval process
• Too many manual activities, rework and exception handling
 Implementation and Innovation
• All stages performed through a web portal
• Activities completed in real time
• 80% applications approved (or rejected) automatically
 Benefits
• Increased reputation as the most efficient bank to handle credit
applications with new ways of engaging customers
• Almost all automated processes take less than one day on
average
• Increased revenues and better organizational productivity
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2008 Winners
Europe
Gold Award
• Migros Bank, Switzerland
Silver Award
• Techspace Aero, Belgium
Middle East—Africa
Gold Award
 PruHealth, South Africa
North America
Gold Award
 US MEPCOM, USA
Silver Award (tie)
 High Court of the State of Hidalgo,
Mexico
 US Express, USA
Pacific Rim
Gold Award
 Fullerton India Credit Company
Ltd., India
Silver Award
 Australian Health Plans,
Australia
South and Central America
Gold Award
 Produbanco, Ecuador
Silver Award
 INMETRO, Brazil
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Thank you
Derek Miers, BPM Focus
Layna Fischer, Awards Director
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