1. Achieving business differentiation by using BPM technology
Adi Hofstein: Co-founder and VP Business Development, PNMsoft
Paul Saggar: Director Technology Product Development, HRG
Jon Simpson: Lead Architect, HRG

2. PNMsoft – The company Founded in 1996.
Headquarters in UK, Offices and Partners worldwide
SEQUENCE: Leading BPM and Workflow product
Global Enterprise Customer base with millions of users!
Deloitte Fast 50 company in 2009 (over 300% growth).
Tier 1 Microsoft Partner
Microsoft SOA & BPM Global Partner of the year Finalist 2009
Deep collaboration and R&D with Microsoft product teams.
Content, Solutions and Frame works
Trusted Lifecycle Deployment Partner with dedicated Account and Technical Managers

3. Model
Execute
Monitor
Optimise
What is a BPM Suite?

4. Case Study

5. 5 HRG Overview Founded 1845 Corporate travel expertise Over 60 years
Worldwide network turnover
Over $16 billion USD
Owned or controlled operations
25 Key Driver/Growth Markets
Global reach
Over 120 countries
Staff worldwide
Over 12,000
Hogg Robinson Group launched as HRG
April 2006 5

6. HRG handles approx. 20% of UK business travel.
We are proud to be associated with all of our clients, some of which include …
HRG is proud to service approx. 30% of the FTSE 100 and a significant proportion of the Fortune 500.
Over 250 clients use HRG in more than one country. Over 100 of these are serviced across more than five countries.
The Company has experienced a retention rate of approx. 90% for each of the last five years.
HRG handles approx. 20% of UK business travel.

7. Corporate vs. Leisure Travel
Holidays, visiting family, exploration...
Planned & booked in advance
Simple trips – flight & hotel
Paid for personally
Corporate Travel
Business, meetings, events, conferences, training...
Usually last minute and change often
Complex trips – multiple flights, parking, visa, hotel, car...
Paid for by your employer

8. Corporate Travel Facts
Approx 25% of all flights are business related
831 million passengers travelled on an international flight
1249 million passengers flew within their own country
3rd Largest expense in most large companies
Most valuable employees are business travellers
Most don’t book their own travel
Figures provided by IATA (2007)

9. The entire Travel Industry relies on Global Distribution Systems
Industry Overview
The entire Travel Industry relies on
Global Distribution Systems

10. The GDS Network
GDS
Hotel
Agent
car
Airline

11. Global Distribution Systems (GDS)
Created in the 1960’s by airlines
3 Major Players – Sabre, Amadeus & Travelport
Used by most travel agents and websites
Built on “Transaction Processing Framework (TPF)”
Reliable
High volume
High throughput
Expensive & difficult to maintain
Limited functionality for today

12. Corporate Travel Overview
Many different services
Air, hotel, car, rail, parking, Eurostar, chauffeur, passport, visa etc.
3rd Largest expense in most companies
Needs controlling and managing
Most valuable people are usually business travellers
Don’t always want to book themselves and may need help
Not the same as leisure travel
Corporate policy, deals, security, insurance etc.

13. Role of Technology at HRG
Client facing technology
Delivery of internal Point of Sale Systems
Quality and Process control
Infrastructure

14. The ‘End to End’ to challenge?
PRE-TRIP APPROVAL / REQUISITION
BOOKING
TRAVEL
EXPENSES
REPORTING

15. SOA & BPM adoption in HRG
Architecture
Introduced EAI, SOA and BPM technologies and strategies
Existing assets
Started small, harnessing value from existing assets
BPM
Introduced business process modelling to benefit from process automation
services
New
Introduced new services to evolve and enhance existing business processes
Human Workflow
Manage complex user activity through human workflow

16. Visual Studio 2008 and .NET 3.5 BizTalk Server 2006/2009
Architecture
Introduced EAI, SOA and BPM technologies and strategies
Visual Studio 2008 and .NET 3.5
Services developed using WCF
Business logic and rules in C# and Visual Basic
BizTalk Server 2006/2009
Enterprise Application Integration through Adapters to a variety of applications
BPM using BizTalk orchestration designer
SQL Server 2005/2008
Transaction stores and data warehouse
Business activity tracking
SEQUENCE (PNMsoft)
Human workflow integration
Workflow monitor, reporting and tracking

17. Use WCF to expose existing assets as services
Started small, harnessing value from existing assets
Use WCF to expose existing assets as services
Shared databases containing reference data (airports, cities, exchange rates)
An existing application containing client and user data
A hotel booking application
A partner Expense Management System
A legacy document production and archiving system (PDF documents)
Business Process Modelling and Human Workflow
BPM
- Offer tools to model business processes without the "noise" of the technical implementation
HWF
- the most flexible resources at our disposal are our agents - we need to integrate them into our processes
- complement the manual processes, retain flexibility yet compensate for shortfalls (remembering to do follow up!)
- sending an to assign a piece of work, no way to chase up on this - recognise when it needs re-assigning/escalating

18. Use BizTalk Server to expose 3rd party assets as services
Existing assets
Started small, harnessing value from existing assets
Use BizTalk Server to expose 3rd party
assets as services
Travel Content providers
GDS (Global Distribution Systems)
Direct connects, low cost airlines
Weather, location information
Service providers
Fax, SMS, Telephony
Mapping
Client Systems
ERP, CRM
Business Process Modelling and Human Workflow
BPM
- Offer tools to model business processes without the "noise" of the technical implementation
HWF
- the most flexible resources at our disposal are our agents - we need to integrate them into our processes
- complement the manual processes, retain flexibility yet compensate for shortfalls (remembering to do follow up!)
- sending an to assign a piece of work, no way to chase up on this - recognise when it needs re-assigning/escalating

19. How did we deliver this. How do HRG cater for the unknowns?
BPM
Introduced business process modelling to benefit from process automation
How did we deliver this. How do HRG cater for the unknowns?
Business process templates - allow for a process template to be configured on a per client, vendor, market basis
Pluggable system integration framework and a canonical model - ...explain term...
Automation for triggering business processes based upon external events
A configurable business rules engine and policy engine
A pluggable service library to allow for different configuration and distribution options
A web client and agent desktop client that are hosted on the same travel platform - sharing business logic, processes, content
Content aggregated and streamed to the desktop

20. Benefit from centralised configuration
Existing assets
Introduced new services to evolve and enhance existing business processes
Add independent services (not tied to any single application) to be shared across applications
Benefit from centralised configuration
Example - HRG Policy Engine Service
Dynamically calculate policy breaches on travel bookings
Service Independent of booking source (HRG or 3rd party) or application
Can be applied real-time at point of sale or offline where HRG is not responsible for the booking

21. Policy Configuration Wizard Example
Existing assets
Introduced new services to evolve and enhance existing business processes
Policy Configuration Wizard Example
(UI to configure the service behaviour)

22. Reusing the policy service in multiple products
Existing assets
Introduce new services to evolve and enhance existing business processes
Reusing the policy service in multiple products

23. Human input necessary but unreliable and unpredictable
Existing assets
Manage distributed user activity through human workflow
Human input necessary but unreliable and unpredictable
Treat the user as “just another service”
Use familiar input and communication mechanisms
Mobile technology
Microsoft Outlook
Web interfaces
Assign tasks based upon user roles and availability
React to “out of office” replies and auto-delegate based upon availability and current workload
Trip approval example
Travel booker will create the booking through a web UI
Councillor will review the booking to determine if approval is needed
Councillor will call the approver or

24. Connecting complex end-to-end processes with Human Workflow
The Approval Process
HRG TripPASS
Quality Control
Travel approval
Travel approver (approves or declines)
Confirmation to traveller
Book Travel
Booking updated 1. 2. 3. 4. 5. 6.
Private & Confidential

25. New products from existing assets HRG TripPASS™
generated using document service
Approval workflow and approver determined using PNMsoft SEQUENCE
Trip information from the Lifespan Transaction Service
Performance and tracking within PNMsoft SEQUENCE
Policy breaches determined within the policy engine service

26. Realised benefits of BPM and SOA at HRG
Re-use services, composite services and business process across the business
Reduced maintenance costs
Centralised control
Consistency and efficiency
No duplication of effort to deliver consistent behaviour
Visibility of process progress and history spanning both people and systems
Deliver new products and services from existing assets

27. Thank you
We offer a 4 hours workshop to identify the potential ROI you can get from BPM
Adi Hofstein:
Paul Saggar:
Jon Simpson: 27