Appian: Making the Case for Effective Case Management

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This is an excerpt from the KMWorld webinar roundable, "Making the Case for Effective Case Management." Learn how to leverage BPM, social collaboration and mobility for effective case management.

Technologie Business

Appian
Malcolm Ross
VP, Product Marketing

Copyright © 2012 Appian Corporation. All rights reserved.

Comprehensive BPM Suite

“Appian leads the pack with the best overall combination
of modeling, design and development.”

2
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Appian - Collaborative BPMS Platform
IT Developers / Administrators
• Create Shared Services
• Create Re-usable Integrations
• Review Models prior to Publishing
• Manage Server Performance

Business Analysts Workers and Managers
• Define Processes • Mobile Access to Work
• Define Rules • Complete Tasks
• Create Reports • Collaborate with Users
• Manage Process Flow • Share Documents
• Analyze Performance • Analyze Performance
• Optimize Processes • Re-route tasks

3
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Appian BPM - Model to Execution to Optimization

4
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Appian BPM - Model to Execution to Optimization

Process Model Now
Directly Executable with
Real-Time Tracking

5
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Case Dashboards

6
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Social Collaboration

7
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Accessible from Any Device

8
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Case Study: Dept. of Veterans Affairs
“VA for Vets”
Transformative program to facilitate recruitment,
hiring, retention and reintegration of Veterans within
the VA.
Expanding to “VA for Feds” to service all federal
agencies

Challenge
Adaptive “high-tech/high-touch” case management:
 Call center interactions, coaching/training sessions,
application tracking, etc.
 Ease of use and accessibility for vets and case workers
essential

Appian Solution
Comprehensive Mobile and Social ACM platform
 Used on mobile devices for registrations & tracking at
Jan 2012 VA Career Fair. 75 volunteer users trained in
15 minutes. Processed 2,600 vet attendees.
 Real-time reporting on process and business data for
VA executives

9
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Case Study: EDP Renewables (formerly Horizon Wind Energy)
Company Facts
Clean Energy Company with 29 Wind Farms in North America

Challenge
Field Service for Wind Turbines:
 Wind farms are geographically dispersed around the country
 Turbine downtime impacts mega-watt production and revenue

Appian Solution
Turbine Issue Management System:
 Technicians feed turbine issue data from remote sites via a
desktop or mobile device
 Algorithm generates a Risk & Priority Number (RPN) score out of
1,000, based on mega-watt impact of downtime, the price of
that energy, and real-time pattern matching against all existing
cases
 Technicians in the field and support at HQ use Social BPM to
collaborate on next steps in real-time
 System is dynamically creating a process/social collaboration
knowledge base that will build over time for meaningful analysis

10
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Thank You

How to Contact Appian

Malcolm Ross – VP, Product Marketing
malcolm.ross@appian.com

More information on Appian at
http://www.appian.com
info@appian.com

11
Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

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Appian: Making the Case for Effective Case Management

2. Comprehensive BPM Suite “Appian leads the pack with the best overall combination of modeling, design and development.” 2 Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

3. Appian - Collaborative BPMS Platform IT Developers / Administrators • Create Shared Services • Create Re-usable Integrations • Review Models prior to Publishing • Manage Server Performance Business Analysts Workers and Managers • Define Processes • Mobile Access to Work • Define Rules • Complete Tasks • Create Reports • Collaborate with Users • Manage Process Flow • Share Documents • Analyze Performance • Analyze Performance • Optimize Processes • Re-route tasks 3 Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

5. Appian BPM - Model to Execution to Optimization Process Model Now Directly Executable with Real-Time Tracking 5 Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

9. Case Study: Dept. of Veterans Affairs “VA for Vets” Transformative program to facilitate recruitment, hiring, retention and reintegration of Veterans within the VA. Expanding to “VA for Feds” to service all federal agencies Challenge Adaptive “high-tech/high-touch” case management:  Call center interactions, coaching/training sessions, application tracking, etc.  Ease of use and accessibility for vets and case workers essential Appian Solution Comprehensive Mobile and Social ACM platform  Used on mobile devices for registrations & tracking at Jan 2012 VA Career Fair. 75 volunteer users trained in 15 minutes. Processed 2,600 vet attendees.  Real-time reporting on process and business data for VA executives 9 Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

10. Case Study: EDP Renewables (formerly Horizon Wind Energy) Company Facts Clean Energy Company with 29 Wind Farms in North America Challenge Field Service for Wind Turbines:  Wind farms are geographically dispersed around the country  Turbine downtime impacts mega-watt production and revenue Appian Solution Turbine Issue Management System:  Technicians feed turbine issue data from remote sites via a desktop or mobile device  Algorithm generates a Risk & Priority Number (RPN) score out of 1,000, based on mega-watt impact of downtime, the price of that energy, and real-time pattern matching against all existing cases  Technicians in the field and support at HQ use Social BPM to collaborate on next steps in real-time  System is dynamically creating a process/social collaboration knowledge base that will build over time for meaningful analysis 10 Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

11. Thank You How to Contact Appian Malcolm Ross – VP, Product Marketing malcolm.ross@appian.com More information on Appian at http://www.appian.com info@appian.com 11 Copyright © 2012 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Notes de l'éditeur

Key PointsAppian delivers this cycle in a single integrated suite solution, with specialized interfaces for each of the roles of users to participate in process improvementBusiness Analysts use the Web-based design tools to create the processes, rules, reports, and forms that support your enterprise processes.Appian the only vendor the fully delivers on the promise of business user empowerment with simple interfaces designed for users who have skillsets based on MS Office and not complex codingDevelopers in Appian can focus on creating complex and re-usable Smart Services that can be easily consumed by Business Analysts for orchestration. Smart Services are an abstration of Service Objects in the traditional SOA sense, but are designed for easy consumption by business users. With no UDDI servers to navigate or WSDL definitions to parse, business users are presented simple point and click configurations for performing complex process actions or integrations to external systems.Appian further supports a simple application migration methodology which allows developers to review business analysts work before publishing into production. Appian’s native support for discussion forums and dashboard collaboration make it easy to support feedback sessions on new process applications or share best practices in process design.Workers and Manager interfaces are optimized to monitor in-flight work, collaborate, and complete assigned tasks from both web and mobile devices.
Key PointsThe Appian Process Modeler is the main design interface for modeling, executing and optimizing your business processesAppian is the only vendor that successfully accomplishes this in a single modeling interface, with no need to transfer models between different modeling platforms for each phaseAs you can see, the process modeler is design for business users to clearly understand and document each activity in their business. From the interface, a process can be immediately executed with no need to write or compile code. From the execution menu, you can track individual process instances with completed activities in blue and active activities in green. Node statistics may be turned on at anytime for a real-time tracking of activity performance as well as a comparison of the current processes performance to other processes and the desired SLA goal.
Key PointsThe Appian Process Modeler is the main design interface for modeling, executing and optimizing your business processesAppian is the only vendor that successfully accomplishes this in a single modeling interface, with no need to transfer models between different modeling platforms for each phaseAs you can see, the process modeler is design for business users to clearly understand and document each activity in their business. From the interface, a process can be immediately executed with no need to write or compile code. From the execution menu, you can track individual process instances with completed activities in blue and active activities in green. Node statistics may be turned on at anytime for a real-time tracking of activity performance as well as a comparison of the current processes performance to other processes and the desired SLA goal.

Appian: Making the Case for Effective Case Management

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