George ChastSmarter Process Leadership Team

IBM Smarter Process: Reinventing Business Operations for Greater Customer-Centricity & Topline Growthwith Mobile, Social & Cloud

IBM’s approach for reinventing business operations

to enable greater customer-centricity

in the age of mobile, social, cloud and big data

while driving efficiency and optimization into end-to-end processes

IBM Launched Smarter Process at Impact 2013

InstantAt Internet speed

Broadcast Music Inc (BMI) shortens artist onboarding time by 93%, processing 100B transactions

SeamlessInterconnected & ubiquitous

Visa Europe handles cross border payments across 36 diverse currency markets

SeamlessInterconnected & ubiquitous

Visa Europe handles cross border payments across 36 diverse currency markets

InsightfulTargeted and relevant

Hospitals Contribution Fund (HCF) provides preventative heathcare options and grows its market share by 56%

InsightfulTargeted and relevant

Hospitals Contribution Fund (HCF) provides preventative heathcare options and grows its market share by 56%

In a Customer-Centric World, Processes Must Be…

Restless Reinvention andProcess Innovation

Better Decision Making from Actionable Insights

Accelerated Time to Market

Integration across Business & Technology

A Building Block Approach

Impact 2014: The Composable Business

6

Clients at Impact 2014

of global companies say that their

~ Capital Confidence Barometer, October 2013

Nearly

a year earlier

, up

from only60%

41%

Effective business operations enable capturing new opportunities

Companies’ Focus on Growth is Pervasive

63% 58% 69%

of leaders expect consumers to gain even more power and influence of their businesses

of business executives expect new technology to reduce barriers to entry

of business leaders expect more cross-industry competition

~ Digital Reinvention: Preparing for a very different tomorrow. IBM Institute of Business Value, 2013

The Need for Customer-Centric Reinvention is Paramount

Be First to reinvent your operations for competitive advantage

Focus on empowering your knowledge workers (and creating more!)1

Speed process innovation with flexible innovative delivery models

To further customer-centricity and drive top-line growth

2

The Way Forward with Smarter Process & Composable Business

10

Knowledge Workers Must Be Effective to Enable Customer-Centricity

“Knowledge worker productivity is...(the) only real competitive advantage in a global economy ”

~ Peter Drucker

“Knowledge workers have driven more than 70 percent of the economic growth in the U.S. over the past three decades, “

~ McKinsey Global survey, Economic Conditions Snapshot

“Enterprises recognize that their, knowledge workers are vital to success, yet they provide poor information and process tools to get the most out of them ”

~ Forrester*

Enhance service levels, improve customer satisfaction and grow your top-line

!Knowledge Worker Empowerment is Vital to Success, Forrester January 2011

Available anytime, anyplace, anywhere

PureApp

Business “Programmers”

Creates process models and workflow diagrams

Defines business rules and events to drive behavior

Utilizes analytics to gain insights in how to improve operations

Subject Matter Experts

Define case types and activities

Define business objects Author simple responsive UIs Consume pre-built process

components

Responsible for “job” (case, task, or combo)

Triggers ad-hoc activities in response to business conditions

Monitor process performance Collaborates with other workers Leverages content in context Routine work is automated as much

as possible

Automated straight-thru processing Procedural, task-based work Dynamic, goal-driven work; case

On- Premise

Smarter Process Supports a Spectrum of Work Types

Knowledge Workers

Operational Decision Management

Business Process Management

Case Management

Smarter Process Brings Together a Broad Set of Industry Leading Capabilities Across IBM

Location Speed &direction

Sentiment

Photos Identity

Mobile is a Game-Changer

BusinessContent

SMS Mobile emailMobile apps

Empowering Your Knowledge WorkersIBM Operational Decision Manager

What’s New

New decision service for simplified rule deployment and governance

End-to-end rule change management cycle support via the ODM Business Console

Simulation capabilities inside the Business Console empowers knowledge workers

Automate and govern repeatable operational decisions

Optimizing Decisions at Key Business MomentsTechnology Preview of IBM ODM Advanced

What’s New

New Decision Server Insights runtime available as a technology preview to existing IBM Decision Server customers

Business user empowerment to sense changing business conditions and respond with predetermined actions

High fidelity, granular actions

Patient Loan Applicant Policy Holder

Millions of interactions

Hundreds ofAggregates

Thousandsof Rules

Dozensof Models

Process

Rule

Service

• Events

• Rules

• Predictive analytics

Stateful, real-time situational context for decision automation

Providing the Full Spectrum of Work CapabilitiesIBM Business Process Manager

What’s New

Basic case management support complementing straight-through processing and user-driven workflow

Simplified implementation and management of process-oriented solutions

New responsive user interface design for common experience across all devices

Comprehensive platform for process orchestration and governance

17

Business Dashboards with deep visibility and analytics

Visibility into work-in-progress providing the ability to take corrective action when necessary

Detect bottlenecks and performance thresholds and display them visually

View into process performance

Analyze process performance to uncover areas for improvement

Speeding Innovation

Collaborative Process Discovery in the CloudIBM Blueworks Live

Process made simpleVisit BlueworksLive.com to learn more

What’s New

Governance framework provides built-in, auditable review and approval workflow

Private cloud option delivers single-tenant hosting on dedicated hardware and software

Pay by credit card in 26 countries

Responsive Coach Design: Single coach for multiple form factors

20

• Reduced cost of

development

• Design for Mobile

Embedded in other applications Available in default BPM UIs

Use via your mobile browser

Use via custom apps

(Worklight)

IBM BPM Coach

Leverage a Tech Demo of Mobile Ready Light Weight Coach Views

Playback and Test Responsive Coaches on multiple form factors

Build using WYSIWYG tooling and multi-form factor design

Email notifications

Market leading BPMs offering available via the Cloud

What’s New

Concurrent User pricing for increased flexibility

Enhanced security with two-factor authentication and SAML

New data store helps accelerate project development

Accelerating Process InnovationIBM Business Process Manager on Cloud

Innovating with New Business Models and Approaches

BlueMix Rules Service

BlueMixRapidApps

Smarter Process assets for Codename: BlueMix

What’s New

Rules Service enables developers to spend less time recoding and testing when the business policy changes

BlueMix RapidApps empowers business developers to rapidly deliver new web and mobile business apps

© 2011 IBM Corporation

Build Your Roadmap to Process Excellence

Identify Business

Challenge and Value

Succeed with an Initial

Project

Establish a Program

Bu

sin

ess

Ou

tco

mes

Project Scope

• Undertake an initial process or decision improvement project based on assessed need

• Leverage proven methodologies to implement process and/or decision automation within 90 days.

• Extend automation with greater integration across the enterprise

• Further optimize decisions with situational context from business events

• Provide detailed visibility into running processes with configurable dashboards

• Collaborate with colleagues to understand and document existing processes

• Use as-is process maps and leverage IBM expertise to identify key improvement opportunities

12

3

23

Expedite time to success with BPM on Cloud

Achieves unparalleled visibility into library procurement processes Cloud-based solution in place in weeks, without in-house technical skills

A world-renowned academic institution – Duke University