Capture Enabled BPMLaunch EMEA Event

Panel Discussion

Derek Miers

Principal AnalystForrester Research

Internationally recognised expert in:• Business process management• Organisational transformation

John Newton

Co-founder & CTO Alfresco Software

• Co-founded Documentum in 1990• World renowned authority in ECM

Anthony Murphy

OwnerLithe IT

• Former CIO of Criminal Injuries Compensation Authority

• Worked with TotalAgility since 2009

Anthony Macciola

CTOKofax

• In technology industry for 26 years• 20 years with Kofax• Holds technology patents including Kofax VRS

Derek Miers Senior Researcher, ForresterJohn Newton Co-founder & CTO Alfresco Software Ltd.

Anthony Murphy Owner, Lithe ITAnthony Macciola CTO, Kofax

Martyn Christian CMO, Kofax (moderator)

Your Panel:

Capture Enabled BPMLaunch EMEA Event

When is Capture Enabled BPM Right for Your Business?Padraig Canavan, SVP, BPM Sales

Are your processes letting you down?

Simulation, Process Analytics Business Rules Management Dynamic Case Management Rapid application deployment Mobile device support MS Azure support (later this year) Integrated with Kofax Capture

Suite

Comprehensive BPMS

Point of OriginationCapturing content at the initiation point of a business process

Touchless ProcessingEliminating or minimizing human intervention throughout a business process

Enterprise ReadyEnsuring compliance and interoperability with IT infrastructure & applications

1

2

3

Capture Enabled BPM

Why Capture Enabled BPM?

Information capture is disconnected from business processes

“Dead zone” while processes await the information that drives the process

Time delay, cost and errors in metadata creation Customers and business partners are at arms

length

Why Capture Enabled BPM?

Actionable business information:– Sooner– Faster– With greater accuracy– At less cost

Reduce process cycle time Increases customer and business partner engagement

– Enhances revenue generation

DecideUnderstand

What to do with it?What is it?

ECM/RM Database

SharePoint

Portal ERP/LOB/CRM

Paper

Fax

Email

SMS

XML

Office

PDF

Social

DecideUnderstand

Deci

de

Und

ers

tand

ECM/RM Database

SharePoint

Portal ERP/LOB/CRM

Paper

Fax

Email

SMS

XML

Office

PDF

Social

ECM/RM Database

SharePoint

Portal ERP/LOB/CRM

Deci

de

Und

ers

tand

Paper

Fax

Email

SMS

XML

Office

PDF

Social

BPM v Workflow BPM - superset of workflow• Independent Modelling, Automation,

Management and Optimization of processes.

• Integrates with business systems enabling seamless data sharing and universal control from a single interface

• Supports highly variable process flows which can be adjusted in real time

• Separates business rules from the process for governance and rapid change.

• Coordinates activities and tasks among users

Workflow• Automation and Management of

processes.• Application specific sequencing

of tasks using predefined rules.• Integration with 3rd party

systems is often limited.• Linear, fixed process flow.• Suitable for very simple fixed

business processes e.g. document routing, simple task allocation.

Involve a lot of participants and frequent collaboration

Involve ‘knowledge workers’ with high levels of skill and a mandate to exercise judgment

Are long-lived Kofax TotalAgility supports both Case Management and BPM processes within a single SW suite and for no additional cost.

Case Management:business processes that involve a combination

of routine and unpredictable processing.

Require the management of a large amount of documentation, correspondence and notes

Evolve in-flight and their path of execution cannot be predefined

Kofax Supports Full Process Spectrum

Sense and Respond

Pre-defined processes

Little or no worker discretion

Highly controlled

Can be easily automated

Employee Admin

Invoicing Purchasing

Customer Service Provisioning

Claim Processing

Compliant Management

New Customer Onboarding

Helpdesk

Audits

Investigation Management

Patient / Medical

Legal

Command and Control

Each case is different

Involves human judgement and discretion

Involves knowledge workers

Goal driven

UNPREDICTABLE PRACTICES

CASE MANAGEMENT

ROUTINE PROCEDURES

Sense and Respond

Production Worker

Processes

Knowledge Worker

Processes

Example:Credit Card Dispute Resolution

Start ReviewTransaction

RequestAddl. Docs

FurtherReview

Account Adjustment

1.Receipt Scanned2.Information extracted3.Rendezvous with case4.Receipt filed in ECM

repository5.Case completed

1 42 3 5

Example:Credit Card Dispute Resolution

Point of Origination Customer On-boarding Via phone

– Expensive, resource constrained

Point of OriginationMulti-channel accessibility for citizens25+ services now available onlineIntegrated with CRM system

Streamlined over 60 processesConsistently meeting service targetsIncreased customer satisfaction98% (up from 78%)

Touchless Processing Funds Transfer Reduced paper by THIRTY times

£ 650,000

Enterprise Ready 3,000 users TotalAgility drives SAP system

Multiple applications: Travel Request Approval Purchase Order Requisition Approval User Onboarding Marketing Artwork Approval

Kofax TotalAgilityLeader in BPMS

and Dynamic Case Management

28

The Forrester Wave for Dynamic Case Management, Q1 2011; Craig Le Clair and Derek Miers

Point of OriginationCapturing content at the initiation point of a business process

Touchless ProcessingEliminating or minimizing human intervention throughout a business process

Enterprise ReadyEnsuring compliance and interoperability with IT infrastructure & applications

1

2

3

Capture Enabled BPM

Thank you.

Capture Enabled BPMLaunch EMEA Event

The Criminal InjuriesCompensation Authority StoryAnthony Murphy, Owner, Lithe IT

• Build complex case management solutions without requiring IT developers,

• Empower business experts and support aims for continuous improvement,

• Improve efficiency to match year on year reducing operating budget.

The Three Challenges

TotalAgility Features that Deliver Zero Code

Slide 33

SharePoint & HP Trim

Proven with Kofax Express

Document Generation

Web Based Application

Development

Case Definition with Fragments

Allocate Tasks By Skill and Role Reporting Email and Alerts Full Audit Trail

and Control

Integration with Exchange,.Net

and XML

• Strive to remove interactions in the mailroom,

• Use TotalAgility to proactively encourage tasks to be completed on time,

• Assign work to resources only when it is ready for completion.

Improve Efficiency

• Don’t feel the need to use all the features of TotalAgility,

• Create standards for process design,

• Don’t spend too much time focusing on failure modes unlikely to happen,

• Poor requirements will result in rapidly building a poor solution

Lessons and Advice

Thank You !

Questions and Answers

Speedshops Where you drive the agenda

The topics you chose:

Topic % voteIs the paperless office really a better place to be? 23%

BPM technology. Interesting but I need a solution to my problem… 17%

How can improving business processes increase customer longevity and profitability? 16%

Speedshops

Room XXX Room XXXRoom XXX

Starting time: 2:00 | all rooms on lower ground floor

Get your Passports stampedfor a chance to win a

Bose Wavemaster

#Kofax#BPM

Speedshops begin @ 2:00