Contenu connexe Similaire à MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic, Nov.14 2013 Similaire à MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic, Nov.14 2013 (20) MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic, Nov.14 20131. Process Visibility: Enabling Business
Transformation
Neil Ward-Dutton
Founder, Research Director
mwd
advisors
helping you create business improvement from IT investment
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
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Customer
Journey
stage 2
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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
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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
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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
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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
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Commercial ‘data
platform’ propositions
Infrastructure
usage
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11. Just one example of the innovation that’s
possible
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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”
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16. Is there a simple answer?
BPM PI
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BI
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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.
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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
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Are we meeting our
customer service targets?
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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
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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
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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
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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
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