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Process Visibility: Enabling Business
Transformation
Neil Ward-Dutton
Founder, Research Director

mwd
advisors

helping you create business improvement from IT investment
Large companies’ lifecycles are becoming
ever shorter

© MWD Advisors 2013

www.mwdadvisors.com

2
Customer Experience excellence is today’s
Big Thing – but what’s involved?
Gather intelligence through
each customer journey to make
future experiences more
engaging

Customer
Journey
stage 1

Marketing
Service
Customer
Journey
stage n+1

Your
customer

Sales

Operations

Customer
Journey
stage 3

Customer
Journey
stage n

© MWD Advisors 2013

Customer
Journey
stage 2

www.mwdadvisors.com

3
Most large organisations face a big
challenge here
Supplier X
Partner B

Enterprises and value
chains want to be
dispersed, flexible

Your core

Partner A
Your service
centres

Great experiences want
to be integrated

Supplier Y

© MWD Advisors 2013

www.mwdadvisors.com

4
Real Customer Experience Excellence is not
trivial to achieve

© MWD Advisors 2013

www.mwdadvisors.com

5
Time to wake up and smell isthe coffee!
this your
organisation
In the Digital Enterprise…
Clouds, connectivity bring increased choice
Access devices

Applications

Platforms

Consumer technologies and networks are puncturing enterprise technology services
© MWD Advisors 2013

www.mwdadvisors.com

7
MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic, Nov.14 2013
In the Digital Enterprise…
Social + Mobile reshape knowledge work
More computing
power than the
entire Apollo 11
moonshot
program!

Image/video capture
Audio/speech capture

Location/orientation
Gestures/signatures

Notifications/actions
© MWD Advisors 2010

www.mwdadvisors.com

9
In the Digital Enterprise…
Everything can leave an information trail

Relatively cheap,
fast, highly scalable
commodity
technology

Service
usage

Real-time insights,
recommendations,
optimisations

Product
usage

Events
Conversations

© MWD Advisors 2013

Commercial ‘data
platform’ propositions

Infrastructure
usage

www.mwdadvisors.com

10
Just one example of the innovation that’s
possible

© MWD Advisors 2013

www.mwdadvisors.com

11
Old structures are breaking down – new
systems approaches are needed
We need

systems of
co-ordination
Enabling the sophisticated co-ordination of
work and sharing of knowledge
At scale, with flexibility
But

“You can’t manage what you can’t
measure”
© MWD Advisors 2013

www.mwdadvisors.com

12
EXECUTION

MANAGEMENT

STRATEGY

The traditional business ‘DirectionExecution-Feedback’ cycle

© MWD Advisors 2011

www.mwdadvisors.com

13
EXECUTION

MANAGEMENT

STRATEGY

Disconnected responsibilities

© MWD Advisors 2011

www.mwdadvisors.com

14
MANAGEMENT

STRATEGY

What will happen to you when the
revolution comes?

What?
Who?

Why?

EXECUTION

How?

When?
Where?

© MWD Advisors 2011

www.mwdadvisors.com

15
Is there a simple answer?

BPM PI

© MWD Advisors 2013

www.mwdadvisors.com

BI

16
Process Intelligence and Visibility
Process Intelligence is an
organisational capability that aims to
ensure that companies consistently
and quickly apply relevant knowledge
to and within business processes – in
order to provide better visibility of
performance, support strategy
alignment, improve business agility,
improve operational decision-making,
and identify issues and their root
causes.
© MWD Advisors 2013

www.mwdadvisors.com

17
Applying relevant knowledge to and within
business processes
Note: mix of real-time, reference, historical information required

Knowledge of KPIs
Knowledge of case close rate,
trends

© MWD Advisors 2013

www.mwdadvisors.com

Are we meeting our
customer service targets?

18
Applying relevant knowledge to and within
business processes
Note: mix of real-time, reference, historical information required
Knowledge of customer
Should this customer’s claim
be expedited?

Knowledge of past patterns
Knowledge of different kinds
of claims, risks

© MWD Advisors 2013

www.mwdadvisors.com

19
Symptoms of today’s reality: underperformance in a number of areas
• Difficult to make truly evidence-based decisions
• Development and prioritisation of KPIs poses
challenges
• Management by rear-view mirror
• Lack of confidence in procedures and processes
• Inconsistency in customer experience
• Inconsistency in application of policies
Lack of the right information breeds quality, risk issues
© MWD Advisors 2013

www.mwdadvisors.com

20
Prioritise Process Visibility to raise your
Process IQ

What?

How?

Who?

Why?

When?
Where?

© MWD Advisors 2013

www.mwdadvisors.com

21
In a Digital Enterprise, management
systems become digital, integrated
Analog

Digital

Management
information systems

Management
information systems

Corporate
communications tools

Corporate
communications tools

Work procedures and
practices

Work procedures and
practices

Core business
applications

Core business
applications

Integrated

Systems of
insight
(information)

Systems
of record

Systems of
co-ordination
(process)

Systems of
Engagement
(people)

Organisations that can embrace this trend will have a massive Agility Advantage
© MWD Advisors 2013

www.mwdadvisors.com

22
This is happening now

Predictive
Analytics

Systems of
insight
(information)

Social Analytics

Operational
Process
Intelligence
Decision
management

Systems of
record

Systems of
co-ordination
(process)

Systems of
Engagement
(people)

Case Management
© MWD Advisors 2013

Collaborative
Decision Making

Social Tasks, Processes, Projects

www.mwdadvisors.com

23
@neilwd
neilwd@mwdadvisors.com

What will you do when the
revolution comes?

mwd
advisors

helping you create business improvement from IT investment

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MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic, Nov.14 2013

  • 1. Process Visibility: Enabling Business Transformation Neil Ward-Dutton Founder, Research Director mwd advisors helping you create business improvement from IT investment
  • 2. Large companies’ lifecycles are becoming ever shorter © MWD Advisors 2013 www.mwdadvisors.com 2
  • 3. Customer Experience excellence is today’s Big Thing – but what’s involved? Gather intelligence through each customer journey to make future experiences more engaging Customer Journey stage 1 Marketing Service Customer Journey stage n+1 Your customer Sales Operations Customer Journey stage 3 Customer Journey stage n © MWD Advisors 2013 Customer Journey stage 2 www.mwdadvisors.com 3
  • 4. Most large organisations face a big challenge here Supplier X Partner B Enterprises and value chains want to be dispersed, flexible Your core Partner A Your service centres Great experiences want to be integrated Supplier Y © MWD Advisors 2013 www.mwdadvisors.com 4
  • 5. Real Customer Experience Excellence is not trivial to achieve © MWD Advisors 2013 www.mwdadvisors.com 5
  • 6. Time to wake up and smell isthe coffee! this your organisation
  • 7. In the Digital Enterprise… Clouds, connectivity bring increased choice Access devices Applications Platforms Consumer technologies and networks are puncturing enterprise technology services © MWD Advisors 2013 www.mwdadvisors.com 7
  • 9. In the Digital Enterprise… Social + Mobile reshape knowledge work More computing power than the entire Apollo 11 moonshot program! Image/video capture Audio/speech capture Location/orientation Gestures/signatures Notifications/actions © MWD Advisors 2010 www.mwdadvisors.com 9
  • 10. In the Digital Enterprise… Everything can leave an information trail Relatively cheap, fast, highly scalable commodity technology Service usage Real-time insights, recommendations, optimisations Product usage Events Conversations © MWD Advisors 2013 Commercial ‘data platform’ propositions Infrastructure usage www.mwdadvisors.com 10
  • 11. Just one example of the innovation that’s possible © MWD Advisors 2013 www.mwdadvisors.com 11
  • 12. Old structures are breaking down – new systems approaches are needed We need systems of co-ordination Enabling the sophisticated co-ordination of work and sharing of knowledge At scale, with flexibility But “You can’t manage what you can’t measure” © MWD Advisors 2013 www.mwdadvisors.com 12
  • 13. EXECUTION MANAGEMENT STRATEGY The traditional business ‘DirectionExecution-Feedback’ cycle © MWD Advisors 2011 www.mwdadvisors.com 13
  • 15. MANAGEMENT STRATEGY What will happen to you when the revolution comes? What? Who? Why? EXECUTION How? When? Where? © MWD Advisors 2011 www.mwdadvisors.com 15
  • 16. Is there a simple answer? BPM PI © MWD Advisors 2013 www.mwdadvisors.com BI 16
  • 17. Process Intelligence and Visibility Process Intelligence is an organisational capability that aims to ensure that companies consistently and quickly apply relevant knowledge to and within business processes – in order to provide better visibility of performance, support strategy alignment, improve business agility, improve operational decision-making, and identify issues and their root causes. © MWD Advisors 2013 www.mwdadvisors.com 17
  • 18. Applying relevant knowledge to and within business processes Note: mix of real-time, reference, historical information required Knowledge of KPIs Knowledge of case close rate, trends © MWD Advisors 2013 www.mwdadvisors.com Are we meeting our customer service targets? 18
  • 19. Applying relevant knowledge to and within business processes Note: mix of real-time, reference, historical information required Knowledge of customer Should this customer’s claim be expedited? Knowledge of past patterns Knowledge of different kinds of claims, risks © MWD Advisors 2013 www.mwdadvisors.com 19
  • 20. Symptoms of today’s reality: underperformance in a number of areas • Difficult to make truly evidence-based decisions • Development and prioritisation of KPIs poses challenges • Management by rear-view mirror • Lack of confidence in procedures and processes • Inconsistency in customer experience • Inconsistency in application of policies Lack of the right information breeds quality, risk issues © MWD Advisors 2013 www.mwdadvisors.com 20
  • 21. Prioritise Process Visibility to raise your Process IQ What? How? Who? Why? When? Where? © MWD Advisors 2013 www.mwdadvisors.com 21
  • 22. In a Digital Enterprise, management systems become digital, integrated Analog Digital Management information systems Management information systems Corporate communications tools Corporate communications tools Work procedures and practices Work procedures and practices Core business applications Core business applications Integrated Systems of insight (information) Systems of record Systems of co-ordination (process) Systems of Engagement (people) Organisations that can embrace this trend will have a massive Agility Advantage © MWD Advisors 2013 www.mwdadvisors.com 22
  • 23. This is happening now Predictive Analytics Systems of insight (information) Social Analytics Operational Process Intelligence Decision management Systems of record Systems of co-ordination (process) Systems of Engagement (people) Case Management © MWD Advisors 2013 Collaborative Decision Making Social Tasks, Processes, Projects www.mwdadvisors.com 23
  • 24. @neilwd neilwd@mwdadvisors.com What will you do when the revolution comes? mwd advisors helping you create business improvement from IT investment