Activate Content in your Business Processes · Business Unit Designation or other information...

Activate Content in your Business ProcessesDamien Kelly - IBMSpencer Turner - eCom

Make change work for youIBM Insight Forum 09®

Business Unit Designation or other information

Agenda2

Agenda

Content, content everywhere

Content & Decisions

M th j t hi i C t t C ll tiMore than just archiving – Content Collection

Activate Content in your Business ProcessesActivate Content in your Business Processes

BPM – why you should care

Case study – Benefits of Content and BPM combined


Business Unit Designation or other information 3


4

Content Out of control?35 Billion emails per day

Content – Out of control?

(IDC)

80% of information is unstructuredGrowing at 30% per year (Gartner)

6.6 Trillion emails sent annually (IDC)



Content & Decisions5

Content & Decisions

ProcessProcess&

D i iDecisions



Good decisions?6

Good decisions?



Why collect and activate Content?7

Why collect and activate Content?

IMPROVE OPERATIONAL

INCREASE EMPLOYEE

PRODUCTIVITY

ENHANCE BUSINESS PROCESSES

ADDRESS RISK &

COMPLIANCEOPERATIONAL

EFFICIENCYPRODUCTIVITY

Enhance Workforce Effectiveness

through ll b ti

Transform Business Processes

through integration of content and automation of

Optimise Infrastructure for Content & Compliance

through capture, archiving, retention,

collaboration, communicationand information

sharing

related processes discovery and retrieval

Innovative organisations drive greater value from their content and enhance & improve the

customer experiencep



Content Collection vs Archiving8

Content Collection vs ArchivingArchive e mail and Manage e mail and Connect e mail and Manage e mail andArchive e-mail and content for storage space management

Manage e-mail and content for legal

obligations

Connect e-mail and disconnected content

to other managed content

Manage e-mail and content as part of a business process

To reduce operational

To comply with Legal Discovery

To control, protect and leverage e-mail

To optimize business processes

problems introduced by the growing size of e-mail and other

content sources

requirements and produce authentic and trustworthy records when

and casually created content

involving e-mail and other content

content sources records when required

Storage / Mail Legal / Records ECM BPM



IBM Content Collector9

IBM Content Collector



IBM Content Collector How it Works10

Manage as Part of Business Process

IBM Content Collector - How it Works

ECM RepositoryManage as Part of Business ProcessStorage or Mailbox MgtLegal DiscoveryRecords Management

Policy Management Manage Policies / Rules for Sources, Tasks and Targets

Monitor

Identify &

COLLECT

Classify

Task &

ENHANCE

MANAGE

within ECM

PlatformCOLLECT ENHANCE PlatformACTIVATE CONTENT

Trigger

IBM Classification Module

Trigger Processes

Control Unsecure Content Locations



Content under control then use it!11

Content under control – then use it!


Content and BPM12

Why you should be interested?


E i U t i t13

Economic UncertaintyClients are feeling pressure to :g p

do more with lessto cut costs reduce risksincrease revenues and productivityc ease e e ues a d p oduct tyaccelerate the integration of mergers and acquisitionsbe smarter about getting more value from theirbe smarter about getting more value from their investment in information, technology and other infrastructure.


E i U t i t14

Economic Uncertainty“…a period of discontinuity is, for those with courage and vision, a period of opportunity. Over the next couple of years, there will be winners, and there will be losers. And though it may not be easy to see now, I believe we will see new leaders emerge who win not by surviving the storm but bywe will see new leaders emerge who win not by surviving the storm, but by changing the game.”- Sam Palmisano, IBM, November 6, 2008

So how do we change the game? BUSINESS PROCESS MANAGEMENT.BUSINESS PROCESS MANAGEMENT.“..those companies that ignore the advantages of BPM…. Will gradually lose market share to their competition that grasps the significance of this technology”technology


Wh BPM?15

Why BPM?Content out of control

Disparate systemsp y

Complex environmentCo p e e o e t

Process improvement without toolsProcess improvement without tools


BPM B fit16

BPM BenefitsProcess improvementpBusiness agility through process agilitySelf-documenting processesg pDelivers competitive advantage by:

Enhancing productivityImproving customer serviceReducing costsSupporting complianceSupporting compliance


C St d A li ti P i17

Case Study – Application ProcessingChallengesg

Manual processing:Form receipt / reviewApply business rulesData entryRating of applicationRating of applicationReview of application

Data processing costTouch points

SLA / market shareDocument storage / retrieval


18Case Study – Application Processing

18

Solution

y pp gCapture Scoring Decision Completion

Cl

Process

Reporting

Paper

lient Bus

3rd PartyBayCorpReferral

Content Archive

Fax

siness R Approved

360 View

Fax

Rules

Account Creation

Welcome Pack

WebLending System

Score Card

CRMDeclined

Rejection Letters


C St d A li ti P i19

Case Study – Application ProcessingReturn on InvestmentReturn on Investment

Reduce processing touch points FTE count reduced by 55%FTE count reduced by 55%Improve processing timeMarket share growthExpanded service deliveryp yEnhance reporting capability…


A li bilit20

Applicability

Finance & Bankingg

Government

Insurance

Cross-Industry

Manufacturing

Top five high ROI content-centric business processes Top five high ROI content-centric business processes

Gove e t y

in key industriesin key industries


20

21Government Insurance Financial

Case ManagementRetiring Workforce

G

Government

New Business / UnderwritingClaims ProcessingP li h ld S i

Insurance

Account OriginationMortgage Loan ProcessingC L di

Financial

eGovernanceLicense Issuance (Transportation Real ID Act)Fraud Monitoring

Policyholder ServiceOn-boarding / EnrollmentRegulatory Compliance & Market Conduct

Consumer LendingCommercial LendingElectronic Legal Discovery

Fraud Monitoring Market Conduct

M f i C I d

Knowledge Retention (Aging W kf )

Manufacturing

Accounts PayableA t R i bl

Cross-Industry

Workforce)Staff ProductivityAsset & Plant Lifecycle Management

Accounts ReceivableRecords Management Customer ServiceHuman ResourcesManagement

Regulatory ComplianceRate Case Management

Human ResourcesNetwork ManagementRegulatory / Legal Compliance


2121

Compliance

22Healthcare Telecom Energy & Utilities

Case Mgmt.• Customer Service• Compliance

Healthcare

• Customer Service• Customer Billing• Accts Payable

Telecom

• Asset/Plant Lifecycle Mgmt.• Compliance• Rate Case

Energy & Utilities

Compliance• New Acct / • Customer On-Boarding…

Accts Payable• Compliance• HR On-boarding• Contracts Mgmt…

Rate Case• Aging Workforce• Contracts Mgmt.• Accts Payable…

T i R il

• Bills of Lading/Manifests• Customer Service

Transportation

• Accts Payable• Customer Service

Retail

• Customer Service• Contracts Mgmt• Accts Payable• Claims/Legal Case Mgmt...

• Customer Service• Compliance• HR On-boarding• Contracts Mgmt.• Litigation Mgmt….


2222

Fi l th ht23

Final thought

“The difficulty lies, not in the new ideas, but in escaping the old ones”escaping the old ones

John Maynard KeynesJohn Maynard Keynes


Wh t fi d ?24

Where to find us?Today y

Talk to us right now!Networking Loungeg g

Any other timey ot e t ewww.ecom.co.nzwww.ibm.com/nz


26

Thank oThank you

Questions?

IBM Insight Forum 09®

Make change work for you

Activate Content in your Business Processes · Business Unit Designation or other information...

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