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Leveraging

Intelligent Business Operations

Patrick Shields Chief Technology Officer (CTO): Africa

to improve Process Visibility & Customer Experience

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Introduction to Software AG

Use IBO to Improve Customer Experience

Intelligent Business Operations (IBO)

Questions & Answers

Leverage Existing IT

Investment

Build Adaptability into

Your Business

Align IT & Business

Operations to Strategy

Process Excellence Concepts

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Software AG Introducing

the Process Excellence Company

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44 Years of Success: Creating Digital Enterprises

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Customers in 70 Countries Worldwide

12/12/2013 5

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Concepts Process Excellence

A Quick Overview

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“It is not the strongest

species, nor the most

intelligent that survive,

but the ones that are

most adaptive to

change” Charles Darwin

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8 | 12/12/2013 8

What building

blocks for

Change are available to

you in your

company?

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9 | 12/12/2013 9

The Digital

Enterprise Model

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What is IBO? Intelligent Business Operations

Do I want it? Do I need it?

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BIG DATA SOCIAL

MOBILE CLOUD

User Collaboration

Intelligent Business

Operations

Applications & Partners

Integration Backbone

Business Processes

Databases Custom Apps Partners Legacy Cloud/SaaS

High Performance

Messaging

SERVICE ENABLEMENT

& GOVERNANCE

webMethods IBO: An Overview

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Why Intelligent Business Operations?

Process Analysis and Design

for Process Improvement

Business Management

Business Operations

Applications CRM ERP SCM HR

BPMS/ESB

Intelligent Business Operations

Situation awareness for better and faster

operational decisions

External Sources

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What keeps a Savvy Business User up at night?

• Business activities or transactions failing or taking too long

• Not understanding why this is happening

• Not getting automatically notified of problems

• Wasting time searching multiple reports for the relevant data nuggets

• No way to predict potential issues or opportunities

• No way to PRO-ACTIVELY do the right thing

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Improve Response Time to Problems & Opportunities Link real-time insights with the right actions

Valu

e

Business event

Data captured

Information delivered

0

Time

SOURCE: Richard Hackathorn – The BI Watch: Real Time to Real Value

Action time

Action taken

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Intelligent Business Operations (IBO)

Observe Decide Act

D E C I S I O N P R O C E S S

Environment and Influencers

Data

Context Improve

Automate

Sensors Apps & Systems

Public API

SaaS APPS

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webMethods IBO Platform

V I S U A L I Z AT I O N & A C T I O N S

• Dashboards

• Real-Time Insight

• Proactive Alerts

• Automated Actions

• Mobile Anywhere

P R O C E S S

• Statistical Norms

• Real-Time & Historic KPIs

• Process Monitoring

• Event Management • Process Mining

• Process Analytics

C O L L E C T D ATA F R O M A P P L I C AT I O N S

PARTNERS ERP, CRM SaaS SOCIAL MOBILE

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Benefits of webMethods IBO Platform

Improve

RESPONSE TIME to issues, problems & opportunities

Increase

VISIBILITY into operations across silos

Increase

QUALITY of decisions and processes

Increase

TRANSPARENCY into KPIs that matter to you

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IBO Use Cases focus on Operational Decisions

Time to

Decide

& Act

Decision

Type

Business Reviews

Alliances Strategy

Markets and Products

Business Planning

Products & Price

Cost of Goods Sold

Cost-Benefit Analysis

Quality of Service/

Customer Satisfaction

Order & Payment Tracking

Partner SLA Tracking & Management

Credit Approval Management

Exception Management

Theft Detection & Prevention

Insurance Claim Processing

Customer Experience Management

Inventory & Asset Tracking

Business Process Monitoring

Dynamic Resource Management

Use

Case

s

Years Months Weeks Days Hours Minutes Seconds

Strategic & Tactical Operational

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IBO Solution – at a Glance Prescriptive Deliverables Process –KPIs – Dashboard - Alerts

Best-in-class

Templates

& Measure

What Matters

Delivery

Methodologies IBO Program

Workbook provides

quality &

repeatability

Industry Expertise Manufacturing, Retail,

Financial Services,

Energy & Utilities, Life

Sciences, Government

Content in Context Operational & Process data

Partner

Network Subject Matter

Expert &

Implementation

Partners

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VISUALIZATION, EXPLORATION, ACTION

• Dashboards

• Real-Time Insight

• Proactive Alerts

• Automated Actions

• Mobile Anywhere

webMethods IBO Platform Architecture

External Sources

Action

Framework

EVENT BUS

Business Operations

BPMS ESB

ANALYTICS

ERP, CRM SaaS

Event Management

Process Discovery/ Historic KPI`s

Business Activity Monitoring

Real-Time Data Analytics

Common User Interface

IN-MEMORY

Event Persistence

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Leverage Business Activity Monitoring (BAM) &

Event Driven Architecture (EDA)

MashZone / Presto Event Processing

webMethods

BPM

Event Bus

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Using IBO Improve Customer Experience

A Supply Chain Use Case

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Real-time Visibility into Business Operations is Key

INVOICE DELIVERED

COMPONENT ORDERED

STOCK DECREMENTED

ITEM PICKED

ADVANCED SHIPPING NOTICE

PALLET LOADED

ROUTE CREATED

CUSTOMS CLEARED

STOCK INBOUND

ORDER FULFILLED

Consumer DELIVERY SIGNED

ETA NOTIFICATION

eCommerce Site ORDER CREATED

Warehouse

Retailer

In Transit

Component Distributor

Part Manufacturer SOURCE MATERIAL

Final Assembly

Product

Delivery

Delivery

Order

Product

Shipment

Warehouse item

Product

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The Value of End-to-End Visibility Complex business processes are supported by multiple, disparate systems…

TMS ERP WMS CRM B2B

A

B

C

D

J

E

F

G

H

Multiple systems with multiple stress points…

I

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Increase Transparency into KPIs that matter to you

CONTEXT

know where you

are in the process

VELOCITY

Cycle Time

Distribution

QUALITY

displays Alert count and

distribution

VELOCITY displays Cycle

Time Distribution

VOLUME & VALUE

display the Order and

Revenue “heartbeat”

Time & Region

Filters target scope

FOCUS

filters constrain

scope

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18-30 hour advanced notice

vs. a typical ERP & Excel

reporting

Identify Early Predictors & Take Action

KPI Calculations: • Lead Time Failure (predictive indicator)

• Failed Delivery (after the fact trends)

KPI Calculations:

• Lead Time Failure (predictive indicator)

• Failed Delivery (after the fact trends)

Filters: • Product

Line

• Platform

Visibility of all Units

sold by Regional

Distribution Center

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Invoice Processing | Exception Handling

Exceptions Dimensions

• Waiting for Core Credit

• Unable to match PO Line

• Tax Issue

• PO Closed

• Price discrepancy

• No Goods Receipt…

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Improve Cash Conversion Cycle by Providing Visibility Across Silos

Show Me the Money Get the Work Do the Job Create the Invoice

Quote Create the

Invoice Sales Order Enquiry End of Job Revenue

Booked

Invoice

Delivered Invoice

Payment

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Monitoring Deliveries with Partners – “One View To Rule Them All”

Infrastructure Operations 3PL Responsiveness

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Research Google IBO. Read up

on the concept.

Presentation

Schedule a session

with Software AG to

discuss IBO

Road Map Determine if IBO is

for you and Get

Started!

So What’s Next?

Patrick Shields Chief Technology Officer (CTO): Africa

Email: patrick.shields@softwareag.com