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Responsive Process Management The next generation of BPM Dr Giles Nelson – Deputy Chief Technology Officer 9 November 2011.

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Presentation on theme: "Responsive Process Management The next generation of BPM Dr Giles Nelson – Deputy Chief Technology Officer 9 November 2011."— Presentation transcript:

1 Responsive Process Management The next generation of BPM Dr Giles Nelson – Deputy Chief Technology Officer 9 November 2011

2 © 2011 Progress Software Corporation. All rights reserved. 2 Business Striving for Responsiveness Typical Business SLAs: Algorithmic trading 100 ms 20 ms Call center inquiries 8 hr10 sec Supply chain updates 1 day15 min Phone activation 1 min 0.5 hour Refresh data warehouse Track financial position 5 min1 day Airline operations 20 min30 sec Trade settlement 2 hrs. Build-to-order PC 4 weeks1 day weeksdayshoursminutessecond s Responsiveness is the key to surviving the pace of competition 3 days 1 week 5 days Source: mail express fax e-mail Document transfer

3 © 2011 Progress Software Corporation. All rights reserved. 3 Rapid modeling of human & system interactions Automatic visibility Agility Business Process Management (BPM) Provides a Powerful & Agile Platform

4 © 2011 Progress Software Corporation. All rights reserved. 4 Gartner: Intelligent Business Operations Emergence of a New Category IDC: Business Navigation Systems

5 © 2011 Progress Software Corporation. All rights reserved. 5 Gartner evolution of BPM Gartner – Roy Schulte & Janelle Hill Intelligent Business Operations New Gartner product category for 2012 – Intelligent BPMS

6 © 2011 Progress Software Corporation. All rights reserved. 6 What Makes Business Operations Intelligent? According to Gartner… Explicit, formal attention to business process design that demonstrates BPM Situation awareness mechanisms based on recent events Embedded/inline analytics via or other near real- time processing Software support for intelligent responses such as a rules/orchestration engine

7 © 2011 Progress Software Corporation. All rights reserved. 7 Business Process Improvement Sense and Respond to Opportunities & Threats Continuous Business Visibility Continuously improve your business Responsiveness The Responsive Business Prescription

8 © 2011 Progress Software Corporation. All rights reserved. 8 RPM: the Concept Coordinate effective response to key conditions Adjusts running business activities to respond efficiently and at the most effective time Easily modify both the conditions recognized and the way the system responds System upgrade cycles measured in days/weeks, not months/years See and anticipate much more, as it is happening Provides far more awareness of current conditions than ever before possible Systems that respond and evolve to the business environment

9 © 2011 Progress Software Corporation. All rights reserved. 9 Continuous Process Improvement Immediate Sense-and- Respond Real-time Business Visibility & Analytics Responsive Process Management Transactions Business Transaction Management (BTM) Events Business Event Processing (BEP) Processes Business Process Management (BPM)

10 © 2011 Progress Software Corporation. All rights reserved. 10 The Progress RPM Suite

11 © 2011 Progress Software Corporation. All rights reserved. 11 CRM ERP Logistics Product catalog SAP Oracle Siebel Warehouse Status SAP Shipping

12 © 2011 Progress Software Corporation. All rights reserved. 12 Real-time Visibility CRM Product catalog SAP Oracle Siebel Warehouse Status SAP Shipping ERP Logistics

13 © 2011 Progress Software Corporation. All rights reserved. 13 Mapping Application-driven Transactions to Processes CRM ERP Logistics Product catalog SAP Oracle Siebel Warehouse Status SAP Shipping

14 © 2011 Progress Software Corporation. All rights reserved. 14 Sense-and-Respond CRM ERP Logistics Product catalog SAP Oracle Siebel Warehouse Status SAP Shipping

15 © 2011 Progress Software Corporation. All rights reserved. 15 Sense-and-Respond CRM ERP Logistics Product catalog SAP Oracle Siebel Warehouse Status SAP Shipping

16 © 2011 Progress Software Corporation. All rights reserved. 16 Continuous Process Improvement CRM ERP Logistics Product catalog SAP Oracle Siebel Warehouse Status SAP Shipping

17 © 2011 Progress Software Corporation. All rights reserved. 17 Business Is Often Event-Driven

18 © 2011 Progress Software Corporation. All rights reserved. 18 Event processing Data goes into the database Analyzed after it is stored Events go through Analyzed as they happen

19 © 2011 Progress Software Corporation. All rights reserved. 19 What is event processing? Event Processing is the ability to sense and respond to changing conditions in order to act on business events as they happen. Complex Event Processing (CEP) is the de-facto accepted term

20 © 2011 Progress Software Corporation. All rights reserved. 20 Ways of dealing with events Event processing models: Time- and location-based (temporal) windows –Within, near, etc. based in real- time context Aggregation –Accumulation of values or quantity Relationships –Event A caused event B to happen

21 © 2011 Progress Software Corporation. All rights reserved. 21 Processes + Events = Responsive Processes Event Pattern

22 © 2011 Progress Software Corporation. All rights reserved. 22 Business Analytics – Blending Historical and Live Visualization and Drilldown Real-time and historical visual analytics Drill down into root cause Discover business patterns and start looking for them live

23 © 2011 Progress Software Corporation. All rights reserved. 23 Solution Accelerators: Packaged Apps Your Way Interceptors Adapters Analytics Business Rules Business Processes Event-Driven Rules Solution Accelerator Interactive Dashboards Business Users: Adjust parameters & customize interactions Business Analysts/IT: Evolve app model IT: Customize/extend Alerts

24 © 2011 Progress Software Corporation. All rights reserved. 24 Progress Industry Solution Accelerators Progress Responsive Business Integration Solution Foundations Solution Accelerators Capital Markets Banking Supply Chain Communications & Media

25 © 2011 Progress Software Corporation. All rights reserved. 25 The Progress Control Tower

26 © 2011 Progress Software Corporation. All rights reserved. 26 Progress | Control Tower Anatomy of the Progress Control Tower Business Visibility Process Modeling Flexible & Tailorable UI Business Control Visual Analytics Collaboration Process Simulation Mobile Support

27 © 2011 Progress Software Corporation. All rights reserved. 27 Business Visibility & Control Richly interactive real-time displays Application specific views Transactional flow maps Process heat-maps Tasks & Alerts Giving business users the necessary information and means of control at the right level of detail regardless underlying systems

28 © 2011 Progress Software Corporation. All rights reserved. 28 Interactive Business Analytics Simple, fast and intuitive interactive, visual analysis Access any data source across the enterprise Most appropriate means of presenting business data Elegant, clear, interactive, visualizations

29 © 2011 Progress Software Corporation. All rights reserved. 29 Collaborative Process Modeling Analysts can quickly define processes without IT involvement Collaborative white-boarding support to do this cooperatively Publish your models for automation All in the context of the Control Tower

30 © 2011 Progress Software Corporation. All rights reserved. 30 Process Simulation Easy to use Process Simulation tooling Quickly define tests and investigate the results Allows rapid improvement of business processes prior to IT involvement Reduces time taken to deliver accurate models

31 © 2011 Progress Software Corporation. All rights reserved. 31 Mobile Support Quickly and easily access critical business data from any location Interactive & fully configurable

32 RPM in the Real World

33 © 2011 Progress Software Corporation. All rights reserved. 33 With 38m subscribers, the 3 rd largest mobile phone operator in Europe

34 © 2011 Progress Software Corporation. All rights reserved. 34 Categorizing the challenges Increasing complexity Improve revenue retentionReduce transaction fallout Intense competition Improve SLA performanceReduce product rollout time Market saturation Improve customer loyaltyReduce customer churn

35 © 2011 Progress Software Corporation. All rights reserved. 35 Acquisition cost Attract Retain

36 © 2011 Progress Software Corporation. All rights reserved. 36 Reducing churn & improving customer loyalty by creating right-sell opportunities Turkcell goal

37 © 2011 Progress Software Corporation. All rights reserved. 37 Customer engagement Call behaviour SendRespond Turkcell RPM Loc SMS Call Analysis

38 © 2011 Progress Software Corporation. All rights reserved. 38 Maximize Profit - Revenue Assurance: 3Italia – a Communications Service Provider Pain: Up to $1m per day lost through systems too slow to detect lack of credit on pre-paid cards Solution: Real-time visibility across multimedia services and prevention of revenue loss for 7 million wireless subscribers UMMS Data Content Billing System Core Network Services BSS Voice/ Video Progress RPM Network Layer

39 © 2011 Progress Software Corporation. All rights reserved. 39 Building apps using RPM: SEB Bank Monitoring ATMs, credit cards, direct debits and bank transfers Reduced the time to process a suspected credit card abuse from 5 hours down to seconds

40 © 2011 Progress Software Corporation. All rights reserved. 40 SEB Bank: who benefits? Head of Fraud Pain: Identification of card fraud takes hours Impact of no action: Lost revenue; reputation suffers RPM Value: Protected revenue and enhanced customer service.

41 © 2011 Progress Software Corporation. All rights reserved. 41 European Bank – Monitoring Sales Performance Sales Process Platform Loan, credit-card and mortgage applications Gives continuous view of sales performance versus objectives Staff moved to reflect priorities

42 © 2011 Progress Software Corporation. All rights reserved. 42 Pain: Market abuse How the FSA and Turquoise Make Progress: Preventing Market Abuse Solution: Observing and responding to fraudulent patterns in real time Value: Prevented $ millions in loss from rogue traders

43 © 2011 Progress Software Corporation. All rights reserved. 43 Maximize Profit - Responsive Logistics: Royal Dirkzwager – a Port Management Company Pain: Optimization of shipping movements in port to obtain greater efficiencies from port operations and to reduce fuel costs Solution: Monitor global shipping movements, correlated to port berth availability

44 © 2011 Progress Software Corporation. All rights reserved. 44 US provider of healthcare products Serves 2M patients annually 500 branches 13,000 employees

45 © 2011 Progress Software Corporation. All rights reserved. 45 Aprias business Medical equipment Home healthcare

46 © 2011 Progress Software Corporation. All rights reserved. 46 Aprias challenges Low staff efficiency Provide better visibility into operations Order to cash process too long Improve customer serviceDecrease errors Downward pressure on prices Reduce costs and increase efficiency

47 © 2011 Progress Software Corporation. All rights reserved. 47 More responsiveness Real-time operational visibility Orders and staff can be reassigned easily Better reaction to supply chain problems – weather/strikes etc. 20-40% savings in order to cash process Better customer satisfaction

48 © 2011 Progress Software Corporation. All rights reserved. 48 Business Process Improvement Sense and Respond to Opportunities & Threats Continuous Business Visibility Continuously improve your business Responsiveness The Responsive Business Prescription

49 © 2011 Progress Software Corporation. All rights reserved. 49 Questions

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