Learn how to adopt agile principles allowing you to organize, control, and structure work while still giving your employees the capability to adapt, change, and innovate. Want more tips on keeping up with the digital age? Check out this report summary: http://info.aiim.org/process-improvement-and-automation-2016

1. Underwri(en by: Presented by:
#AIIM Informa(on Is Your Most Important Asset.
Learn the Skills to Manage It
How to Transform Your
Legacy Processes to
Keep Up with the Digital Age
Presented 16 June, 2016
How to Transform Your Legacy Processes
to Keep Up with the Digital Age
Presented 16 June, 2016

2. Underwri(en by: Presented by:
Neil Ward-Du(on
Research Director
MWD Advisors
Gerard Newman
CTO
Zarion SoMware
Host: Theresa Resek
Director
AIIM
Today’s Speakers

3. Underwri(en by: Presented by:
Neil Ward-DuQon
Research Director
MWD Advisors
Introducing our Featured Speaker

4. Underwri(en by: Presented by:
Multi-channel service,
instant information,
responsiveness,
transparency, …
Media, entertainment,
payments & banking,
travel & transport,
hospitality, telecoms, …
IP theft, human capital risk,
environmental risk,
business continuity,
product liability, credit risk,
ID theft, data breach, …
Sustainability, transparency,
probity, etc
Digital brings new pressures; also new risks
and threats
Changingrisk
landscape
Newcustomer
expectations
Newdigital-native
competitors
Changingstakeholder
expectations

5. Underwri(en by: Presented by:
Digital disrup(on is real, right now
ASDA, M&S,
Tesco, Sainsbury’s
www.mwdadvisors.com 5

6. Underwri(en by: Presented by:
Digital business is about more than Uber, Airbnb
Employee
engagement
External
engagement
/ experiences
Operations
Products,
Platforms,
Networks
ExternalInternal
People, Knowledge
Processes, Things
The power of
Digital: more
efficient
co-ordination
of resources

7. Underwri(en by: Presented by:
IT’s core value in a digitally transforming
organisa(on
Boundaries
quickly
become
blurred…
everything is
connected
Employee
engagement
External
engagement
/ experiences
Operations
Products,
Platforms,
Networks
ExternalInternal
People, Knowledge
Processes, Things
Strategy
leader
CMO
Comms
/HR
leader
COO

8. Underwri(en by: Presented by:
Weaving the digital thread
Enterprise
core
Service
centres
Partner A
Partner B
Supplier X
Supplier Y
Enterprises and value chains
have been engineered to be
dispersed, flexible
Experiences
integrated across
venues, platforms,
channels, …

9. Underwri(en by: Presented by:
The corporate knowledge conundrum
Meanwhile…
§ “Industries with 100% or more
average annual employee turnover
include most of retailing, food
services, trucking and call centres”
§ …Now account for nearly 25% of US
workforce

10. Underwri(en by: Presented by:
Mee(ng modern customers’ expecta(ons –
difficult under any circumstances
Enterprises and value chains
have been engineered to be
dispersed, flexible
Experiences
integrated across
venues, platforms,
channels, …

11. Underwri(en by: Presented by:
True customer-first thinking means changing
your opera(onal posture
Process efficiency and
quality
Customer experience
excellence
Atude to excep(ons ExcepWons should be
‘engineered out’
Excep'ons should be
embraced
Atude to change Change should not be trusted;
implicaWons must be
rigorously tested
Flexibility (within constraints)
‘engineered in’ to opera'ons

12. Underwri(en by: Presented by:
Organise work around goals, not processes
Process
Info
Info
Goal
.. and
supporWng
knowledge
Tasks
Tasks
Vs.

13. Underwri(en by: Presented by:
‘Exploratory work’ is not like procedural work –
support systems have different design points
Automated
work
• Straight-through
processing
• Performance
Transac=onal
work
• Predictability
• Efficiency
• Flexibility
• Integra=on
Exploratory
work
• Auditability /
quality
• CollaboraWon /
integraWon
• Scaling
knowledge

14. Underwri(en by: Presented by:
The value of an alterna(ve, more modern
approach to managing work
• Don’t force standard procedures where they
don’t fit
Co-ordinate work among expert teams to resolve
challenges
• Ensure compliance where criWcal
Experts can use their judgement and discreWon but
business controls and policies are transparently applied
• All guidance, evidence, acWvity records are
linked to work
Manage business-criWcal documents as both inputs and
outputs of acWviWes
• Get stuff done quicker, reduce fricWon
Build and reuse process, task, informaWon management
components
• A foundaWon for evidence-based improvement
Manage the work and do the work in one ‘informaWon
space’

15. Underwri(en by: Presented by:
Digital technology creates new fron(ers for
the co-ordina(on of work and resources
§ System-recommended decisions,
tasks and processes
§ Open collaboraWon on tasks and
processes
§ Digital fieldwork
§ Bringing customers into processes
§ […]
Who?
When?Why?
How?
What?
Where?

16. Underwri(en by: Presented by:
Resources from MWD Advisors
Looking to invest in your business processes to support
digital transformaWon?
Our research & advisory services help you with:
OrientaWon & readiness assessment
Vendor selecWon
Capability development
Find out more:
h(ps://www.mwdadvisors.com/automaWon-services/

17. Underwri(en by: Presented by:
Gerard Newman
CTO
Zarion SoMware
Introducing our Speaker

18. Underwri(en by: Presented by:
History
Predictable Controlled Measurable Automated

19. Underwri(en by: Presented by:
Challenges
• Outdated
• PrescripWve
• Difficult to change
• Work around
Processes
• MulW-skilled
• OperaWng hours
• Remote
• Dynamic
Teams
• Pa(erns
• Channels
• OrganisaWon
• Complexity
Work
• Response Wmes
• ConversaWon
• Involvement
• Capability
Customers

20. Underwri(en by: Presented by:
Response
CollaboraWve
• Customer
• Outcome
• Mentor
• Fix
Flexible
• People
• Processes
• Systems
Independent
• Self-
Contained
• Handoffs
• Innovate
Responsible
• Ownership
• Command
& Control
• InformaWon
Compliance and RegulaWon
People

21. Underwri(en by: Presented by:
Next Genera(on
• Present
• Past
• Future
• Visibility
Inform
• Teams
• Members
• Work
• Priority
Organise
• Flexible
• Standards
• ExcepWons
• Decisions
Automate
• Observe
• Decide
• Act
• Review
Change

22. Underwri(en by: Presented by:
Geng it
• IntuiWve
• Portable
• Accessible
Apps
• Components
• Composite
• REST
Open
• Integrated
• Learning
• Cloud
Deploy

23. Underwri(en by: Presented by:
Who we are
We are on a journey building
the Work Management
applicaWons of the future

24. Underwri(en by: Presented by:
Learn more about how our soluWons can help you modernise
your work pracWces.
www.zarion.com
Gerard Newman
gnewman@zarion.com
THANK YOU

25. Underwri(en by: Presented by:
Take your skills to the next level by learning
how to map, design, and automate operaWonal
processes using a combinaWon of strategies,
change management, and technologies with
AIIM’s Business Process Management training
course.
Visit: AIIM.org/BPMTraining

26. Underwri(en by: Presented by:
AIIM is the Community for
Informa(on Professionals
AIIM believes that informa(on is
your most important asset.
Learn the skills to manage it.
Our mission is to improve organizaWonal
performance by empowering a
community of leaders commi(ed to
informaWon-driven innovaWon.
Learn more at www.aiim.org