Annual Excellence Awards Presentation

2011 Global Awards for Excellence in BPM & WorkflowMedia support by

WelcomeThe Awards Ceremony took place onDecember 19, 2011Duration: About 35 minutesAgendaIntroductionAwards Assessment CriteriaGlobal FinalistsIndustry and Awards TrendsPresentation of Gold and Silver Awards by region

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2011 Global Awards for Excellence in BPM & WorkflowWelcomeMedia support by

2Hello to everybody and welcome.This is Layna Fischer, Awards Director. I have had the pleasure of working with all the nominees and nominators over the past few months and I take this opportunity to thank you for all the hard work you put into your submissions and your support of this awards program. We have some truly stunning case studies in our line up.Im now delighted to introduce Nathaniel Palmer, WfMC Executive Director.

3Awards IntroductionPresented by, Nathaniel Palmer

Industry AnalystExecutive Director, Workflow Management Coalition

19th Annual Awards for Excellence in BPM and Workflow

Judges: Nathaniel Palmer, Cor Visser, Ken Mei, Ramsay MillarLead Judge: Keith Swenson, Chair WfMC

Awards Director: Layna FischerFuture Strategies Inc

319th Annual Awards, different judges

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Impact

Innovation

ImplementationRecognizing Excellence in BPM & WorkflowEuropeNorth AmericaMiddle East/AfricaPacific RimSouth and Central America

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5Assessment CriteriaInnovationInnovative use of BPM technology to solve unique problems Creative and successful implementation of advanced BPM concepts Level of integration with other technologies and legacy systems Degree of complexity in the business process and underlying IT architecture ImplementationSuccessful BPM and/or workflow implementation methodology Size, scope and quality of change management process Scope and scale of the implementation (e.g. size, geography, inter-company processes) ImpactExtent and quantifiable impact of productivity improvements Significance of cost savings Level of increased revenues, product enhancements, customer service or quality improvements Impact of the system on competitive positioning in the marketplace Proven strategic importance to the organization's mission Degree to which the system enabled a culture change within the organization and methodology for achieving that change

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6Finalists 2011 See www.BPMF.org for Press Release

EuropeArbejdsmarkedets Tillgspension (ATP), Denmark nominated by ATP, DenmarkAvio SpA, Italy nominated by EKA Srl, ItalyHanseMerkur Insurance Group, Germany nominated by inubit AG, GermanyHomeloan Management Limited (HML), UK nominated by IBM, USAJardine Lloyd Thompson Group PLC, UK nominated by HandySoft, USAToyota Spain, Spain nominated by AuraPortal USA, USA

Middle-East AfricaEcobank LLC, Senegal nominated by Newgen Software, IndiaRiyadh Military Hospital, Saudi Arabia nominated by Bizagi, United Kingdom./ continued

6Some comment on a really high number of quality entries in North America.

Finalists 2011 continued7North AmericaDanfoss Power Electronics, USA nominated by Aalborg University, DenmarkFarmers Insurance, USA nominated by Pegasystems, USANational Institute of Mental Health, USA nominated by BP Logix, Inc., USAPrudential Group, USA nominated by Pegasystems, USASan Joaquin County Information Systems Division, USA nominated by Oracle, USAU.S. Navy, Naval Special Warfare Group Four, USA nominated by HandySoft, USA

Pacific RimAudi Japan KK, Japan nominated by Bizagi, United KingdomViteos Capital Market Services Ltd, India nominated by EMC, USA

South and Central AmericaCarbones de Cerrejn, Colombia nominated by Bizagi, United KingdomComisin Nacional del Agua, Mexico nominated by PECTRA Technology Inc, USAGrupo Hospitalar Conceio, Brasil nominated by H&R Consultores, Brasil

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8Industry Trends

Big Data and Event Processing

Mobile Applications

Social and Consumerization

Dynamic and Adaptive Case Management

Greater Rules and Process Integration

Continued and Growing Emphasis on BPMN

8BPM Trends

9Trends Seen From the EntriesPlatform Leverage - different processes have been automated cost effectively under the same platform

Enterprise-wide - interdisciplinary teams in different departments working closely together on completely new things and in completely new ways of thinking in technology and business models.

Case Management - ACM and dynamic case management becoming more commonly deployed

Financial Services still the most active sector in BPM deployment

Opportunity Ahead legacy dependence on spreadsheets and paper-driven manual processes to run the business before BPM

9Many different processes have been automated cost-effectively under the same platform, in companies as diverse as ATP in Denmark, Audi in Japan, Avio in Italy and San Joaquin County in California.

Many companies had interdisciplinary team of customer-facing specialists, business architects, software architects, developers and many more from different departments working together on completely new things and in completely new ways of thinking in technology and business models, such as HanseMerkur in Germany, Toyota in Spain, National Institute of Mental Health in USA and Carbonnes de Cerrejon in Brazil.

ACM and dynamic case management becoming more commonly deployed, as seen in Naval Special Warfare Group Four, USA, Riyadh Military Hospital in Saudi Arabia, ECO Bank in Senegal, Prudential Group USA and Avio in Italy.

Financial Services still the most active sector in BPM deployment as you can see from the list of Finalists.

A surprising number of quite large corporations still depended on spreadsheets and paper-driven manual processes to run the business before BPM youll hear more about those successes in the forthcoming overviews from Keith Swenson

Now Id like to hand this over to Keith Swenson

10Awards CeremonyPresented by Lead Judge, Keith D Swenson

VP of Research & Development, Fujitsu America Inc., USA Chairman, Workflow Management Coalition

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Silver Award (tie) Arbejdsmarkedets Tillgspension (ATP) Denmark

nominated by

ATP, DenmarkEurope11

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We have a tie with two companies receiving the silver award.

Arbejdsmarkedets Tillgspension (ATP) DenmarkSituationBased in Denmark, the ATP Group is responsible for the operation and development of pensions, schemes and other statutory administrationSiloed operations, services were tailored to individual customer solutions Subject to legislative changes and political decisions Implementation & InnovationEA became shared responsibility between IT and a corporate strategic unit. BPM became the accepted tool for documenting businessNew customer solutions are implemented quickly and with full understanding of the documented complexity. Benefits Executing pay outs from one system rather than 12 individual systems has presented vast savings.Eg: redesigning a payout process delivered a cost-saving equivalent to 11 million Danish kroner.Entered into strategic alliances with government departments and other bodies for mutual cost and time savings across public sector

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Silver Award (tie) Avio SpA, Italy

nominated by

EKA Srl, ItalyEurope13

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Avio SpA, ItalySituationLeading supplier of engine modules and components with operations in aircraft engines repair and overhaul Core business changed from a single customer, the Italian air force, to many customers worldwideStarted new initiative for streamlining its Maintenance, Repair and Overhaul (MR&O) process in order to sustain new business and market conditionsImplementation & InnovationAll the work performed on the engine at some points in the process could now be made publicly visible to the customer, BPM COE team used BPMN / Six Sigma extensively to develop custom workflow solution to manage the MR&O process Benefits Reliable performance data of the entire process are now available and can be used to measure process improvement eg: Cycle time to repair and overhaul engines has reduced by about 20% Productivity (number of engines overhauled ) will increase by about10%.

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Gold Award (tie)

HanseMerkur Insurance Group, Germany

nominated by inubit AG, GermanyEurope15

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HanseMerkur Insurance Group, GermanySituationHanseMerkur has a leading position among German private health insurers. Goal : raise the degree of automation in claims processing to absorb increased gross revenue of 10-15% without increasing staffImplementation & InnovationNew architecture enabled HanseMerkur to introduce new process steps such as online retrieval of claims data, additional data input channels such as mobile devices Uniform settlements due to the introduction of business rule-based services for fee regulations BenefitsTurnaround time for claims processing was reduced from around 2 weeks to 1 day Because of SOA, process steps can be routed according to skills, which means the experts can better focus on specialized tasks.The number of claims experts remained almost constant despite increase in claims by 10-15% each year.

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16We now ask Dr. Horst Karaschewski - Director software development (pronounced Kah-rah-shevski) to join us on the webinar to share with us some insights or memorable moments from the case study.

HanseMerkur Insurance Group, GermanyThank you very much for the Award! Although we are very proud of the great new software architecture we created and the astounding business value, that even surpassed our expectations, I guess the greatest value we gained from this project was to see an interdisciplinary team of claims specialists, business architects, software architects, developers and many more from different departments work so close together on completely new things and in completely new ways of thinking in technology and business models, yet having one vision and one goal. Unlike classical projects, where business requirements are documented to be implemented by a technical team afterwards, we created a new methodology where all parties worked together all the time to achieve that one goal. So the major factor of success in my eyes is not technology nor skills, but common spirit. And of course that spirit is sustained by the ever increasing rate of automation, which is reported on a daily basis. And, I guess, recognition thru an award will also help. Thank you..

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Dr. Horst Karaschewski - Director software development Gunnar Grund - Director organizational developmentFolke Tedsen - Director health insurance claims management

17We now ask Dr. Horst Karaschewski - Director software development (pronounced Kah-rah-shevski) to join us on the webinar to share with us some insights or memorable moments from the case study.

Gold Award (tie)

Jardine Lloyd Thompson Group PLC, United Kingdom

nominated by HandySoft, USAEurope18

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Jardine Lloyd Thompson Group PLC, UKSituationJLT -- international group of Risk Specialists and Employee Benefits Consultants.Listed on London Stock Exchange, one of largest companies of its type in the world; 2010 turnover of 746 million with 6500 employees across 34 countries.The Employee Benefits Group (EB) a key part of the JLT Group with turnover of 132m and 1500 employees. 20072010 JLT made more than 20 acquisitions across the group. Implementation & InnovationProcesses treated more than 16 million EB workflow elements, 300+ million rows of table data, 15 million SharePoint documents, 14 EB offices in the UK and India, supporting offshoring, evidencing and supporting processes in areas with heavy regulatory oversight. BenefitsJLT EB used BPM to streamline >130 processes, has been a key element of acquisition and new market initiatives, underpinning over 50% growth in the trading profit in the last financial year.A key element in large acquisitions in supporting process integration and business reorganizationAdapts faster to market forces, allowing EB to sell highly tailored and innovative solutions in regulated markets

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19Unfortunately Chris Ryan of JLT cannot join us today, but he did send us a note to share with you.

Chris Ryan, BPC and Development Manager, EB IT Services JLT EB HoldingsProud Winners of European Pensions Pension Scheme Administrator of the Year 2010

I would like to take this opportunity to thank HandySoft for their support over the past 18 months, and the effort all of the HandySoft team made to get the systems onto Bizflow in such a short timescale whilst assisting us with our learning process. I would also like to thank the team at JLT for the massive efforts put in to meet very tight deadlines and delivery of several solutions in such challenging circumstances. This was a joint effort in every way, from HandySoft Professional Services, JLT EB Development, JLT EB Test Team and the Project Managers on both sides. Thanks to you all!

20Jardine Lloyd Thompson Group PLC, UK

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Middle East-Africa21Silver Award Ecobank LLC, Senegal

nominated by

Newgen Software, India

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Ecobank LLC, SenegalSituationEcobank operates in more than 32 countries, has 755 branches with 779 ATMs and 888 points of sale Business processes worked in silos with manual intervention, insufficient compliance to forgery control policies.Implementation & InnovationBPM solution resulted in processes made live in 22 days, processes were rolled out in 35 branches in a single day.All work now processed in the central office resulting in leaner branch offices, quicker opening of new branchesProcesses standardized for rollout to Pan Africa group level .BenefitsCycle time of the Account Opening process at branch level reduced by 75%Expecting more than 200% ROI at the end of the year.Productivity Improvements: Processing capacity increased by over 80% Completing the process first time right (FRT), improved by 95%.Adherence to SLAs improved by 99%

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Gold Award

Riyadh Military Hospital, Saudi Arabia nominated by

Bizagi, United KingdomMiddle East-Africa23

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Riyadh Military Hospital, Saudi ArabiaSituationRiyadh Military Hospital (RMH) is a Tertiary Healthcare Facility belonging to Medical Services Department (MSD) of the Ministry of Defense and Aviation (MODA) in Saudi Arabia.Al-Wazarat Health Center (WHC) is a JCIAccredited Primary Healthcare Facility related to RMH. The center is specialized primarily as a Family and Community Medicine (F&CM) with large general practitioners footprint in the area of Al-Wazarat covering complex healthcare processes along with other medical specialty services.Implementation and InnovationThe purpose of the BPM project was to Design and Model (using BPMN Convention) then Automate the core processes of WHC with over 300 personnel.BPM initiative was led by the Medical Informatics Research and Development Center (MedICen) @ RMH to completely automate over 70 (mostly dynamic) processes. BenefitsProject covers complete life-cycle of the patient, from registration and triage management, to diagnosis and treatment used for serving 2,000 outpatients per day. MedICen plan is to roll-out the automation services to RMH (with total patient visits of 8,000 per day).Cycle-time Reductions in: Patient Waiting Time, Medical Procedures and Treatments, Medication Prescription and Dispensing. Now, WHC Management can provide better Human Resources Utilization and more accurate Healthcare Activity Planning which all will result in providing high-quality patient care services.

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24We now ask Dr. Reem Al-Hamidi, Healthcare Business Analyst to join us to share with us some insights or memorable moments from the case study.

Riyadh Military Hospital, Saudi Arabia

25Dr. Reem Al-HamidiHealthcare Business Analyst

Medical Informatics Research and Development Center Riyadh Military Hospital (MedICen)

25We now ask Dr. Reem Al-Hamidi, Healthcare Business Analyst, to join us on the webinar to share with us some insights or memorable moments from the case study.

Silver Award (tie)

Danfoss Power Electronics, USA

nominated by

Aalborg University, DenmarkNorth America26

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We received a record number of entries in the North America region this year and were especially impressed by the high quality of content and presentation across the board. This resulted in a record number of finalists with six stunning case studies being rated high enough for Finalist status, and THREE of those tied for Silver award.

Danfoss Power Electronics, USA

SituationOverseas division of a large Denmark-based company, SAP user since 1990sUndisciplined sales, shipping processes and out-dated workflows frustrated employees, reduced customer satisfaction and impacted revenueImplementation and InnovationProcess mining study allowed recreating process models from transactional data stored in enterprise systemsSocial network miner plug-in was used to determine relationships among group entities, rather than individuals.BenefitsProcess supports the highly complex product configuration, allowing the company to provide customers with highly-tailored productsShipping saved about 30%, automation in invoicing went up to 95% from 50% because of standardized shipping methods.New, team-oriented culture aligned with the organizations value stream. .

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Silver Award (tie)

Farmers Insurance, USAnominated by

Pegasystems, USANorth America28

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Second silver award

Farmers Insurance, USA

SituationThird largest insurer in USA in property and casualty insurance market.24,000 employees, 15,000 dedicated agents and 25,000 Independent agents.Challenge to integrate & assimilate multiple legacy customer services systems from acquired companies to ensure unified standard of customer serviceImplementation and InnovationAssembled a road map of activities encompassing more than 300 separate initiatives accomplished by cooperative efforts between business teams and IT. Replaced complex legacy systems with proprietary application providing CSRs with easy-to-use front end, developed intent-led processing with content-aware processes. BenefitsClaims cases are routed and tracked through all involved parties (e.g., medical, body repair, glass replacement, towing, auto rental etc.) quickly and efficiently.CSRs process more claims, in less time, resulting in improved customer satisfaction, increased productivity and ROI

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Silver Award (tie)

U.S. Navy, Naval Special Warfare Group Four, USA

nominated by HandySoft, USANorth America30

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THIRD silver award. This is a highly unusual situation of a 3-way tie for the Silver Award, especially with the Award going to such different industries such as the Manufacturing, Federal Government and financial services. The judges simply rated all so highly that none could be dropped from receiving special recognition

U.S. Navy, Naval Special Warfare Group Four, USA

SituationNSW is a division within the U.S. Navy that includes more than 2,400 active-duty Special Warfare Operators, known as SEALs. High demand for combat operations, security force assistance (SFA) and fiscal downsizing forced NSWG4 to develop a business sustainment model to complete missions with less assetsImplementation and InnovationSolution expertly weaves Lean Six Sigma, Agile, and dynamic BPM into a system that improves the Government Purchase Card Program (GPCP) process.BenefitsAutomation for the GPCP provides visibility into the process, standardization, and forcing function for over 6,000 purchases and $5.2 million spent annually.With 450 requests/month, average lead-time is now 3.2 days vs several weeksOperational readiness is increased: combat craft repair and training is faster and there are fewer defects.

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Gold AwardSan Joaquin County Information Systems Division, USAnominated by

Oracle, USANorth America32

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San Joaquin County Information Systems Division, USA

SituationStrategic initiative to modernization of Law and Justice systems.County provides diverse programs /services to over 650,000 residents Decreasing Budgets; Changing Demographics; Service Constrained by Organizational Structure and existing ProcessesImplementation and InnovationBPM COE team used Business Process Analysis, Service Oriented Architecture and Business Analysis Monitoring tools, developing:Online Citation Inquiry and Payment System. District Attorney Case Management System. JCAD (Application for Mobile Police Units) Online Assessment System Adult Probation Case Management System BenefitsMaximize ROI on BPM and SOAAgility in delivering business applications to customersFlexibility in choosing Best of Breed COTS applicationsStandards based and Technology coherent with Vertical County applications

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33We now ask CIO, Jerry Becker to join us.

San Joaquin County Information Systems Division, USAJerry Becker, CIOSan Joaquin County Information Systems Division

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34We now ask CIO, Jerry Becker to join us on the webinar to share with us some insights or memorable moments from the case study.

Silver Award

Viteos Capital Market Services Ltd, India

nominated by EMC, USAPacific Rim35

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Viteos Capital Market Services Ltd, India

SituationRapidly-growing worldwide hedge fund administrator and operations service provider for financial services companies. Needed scalable solution to automate manual processes, reduce paperwork, help the company meet compliance standardsImplementation and InnovationDeveloped web portal for secure client access as well as the investors, brokers, and fund managers who interact with them.Automated know-your-customer/anti-money-laundering (KYC/AML) compliance. BenefitsStandardized platform with broad feature set supports applications, and processes company-wide:Breaking down processing silos yields substantial cost savings and positions the company for faster growth. Speed and accuracy of interactions with consumers, governments, and businesses creates a significant competitive advantage.

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Gold Award

Audi Japan KK, Japan nominated by Bizagi, United KingdomPacific Rim37

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Audi Japan KK, Japan Situation Audi Japan KK is importer of Audi vehicles and a subsidiary of Audi AG Core back-end administrative processes in financial department were manual and paper-basedImplementation and Innovation Request for Approval process covers almost 20 departments and divisions, 100+ personnelFast results were a key motivator for more activities around BPM initiative. BPM initiative has changed their fundamental business structureBenefits Cost savings as a result of the automation and reallocation of human resourcesReduced cycle times for high level requests, optimized distribution of workload and responsibilities Poised for long term growth and sustainable competitive advantage.

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38We now invite Aaron Llop, Business Analyst at Audi KK to say a few words

Audi Japan KK, Japan Audi Japan recognized the need to systemize manual operations and selected a core business process which involved all persons in the company. We now find that we have revolutionized and provided transparency to a fundamental operation. It is with appreciation that Audi Japan has been acknowledged as the 2011 Gold winner in the Asia Pacific Region.Bizagi has been a key element in our success, in that it allows focus on business requirements instead of technology, and thus realizes quick solutions. We look ahead with excitement to further integrate and expand the scope of BPM into all areas of our business.Thanks very much, Aaron A Llop, Business Analyst.

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from left to right: Timothy May, Controlling Manager. Andrew Dore, Business Operations Manager. Rozvin Marchan, IT Developer. Hiroshi Ohkita, President. Aaron A Llop, Business Analyst.

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Silver Award Grupo Hospitalar Conceio, Brasil

Nominated by

H&R Consultores, BrasilSouth & Central America40

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Grupo Hospitalar Conceio, BrasilSituationGrupo Hospitalar Conceio (GHC) is the largest hospital complex in the State of Rio Grande do Sul, Brazil, fully dedicated to public health service.Responsible for the annual admission of 59,900 people, 2.2 million appointments, and 36,100 surgeries. Group comprises 4 hospital units, 12 health clinics, 3 psychosocial care centers.Implementation and Innovation Automated strategic supply and service procurement process used by entire hospital complex, in compliance with legal statutes and public transparencyInnovative initiative for Brazilian public management, a benchmark for other Brazilian hospitals and public entities.Benefits Cut execution time by 20% to 70%, according to the type of purchaseAutomated process immediately afforded monthly savings in the amount of BRL10,000.Substantial productivity gains allows team to dedicate a larger portion of their time to actions that continuously improve the process

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41Note from vendor: the transparency increased so much (the Brazilian law for public buying says that the citizens may have access to all information about the buying process, but if this information is in physical documents, in fact, they dont have access) - now the citizens can access all the information on the internet

Gold Award

Comisin Nacional del Agua, (CONAGUA)Mexico nominated by PECTRA Technology Inc, USASouth & Central America42

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Comisin Nacional del Agua, (CONAGUA) MexicoSituation

CONAGUA (National Water Commission) manages and preserves national waters, with community involvement, to attain sustainable use of resources. Standardized management processes of budgetary resources (over one thousand million dollars annually) via online information system available to citizens.Implementation and Innovation

700% growth in users and incorporated 23 new states, 13 regions and 15 citiesDecentralized implementation of the solution has overcome the obstacle of geographical dispersion,BenefitsReduction of costs: USD 340,000 per year in materials / supplies and USD 238,000 a year for current expenditure. Recovery of the investment in the first 18 months Time optimization, reducing reporting tasks from 50% to 5% Elimination of inefficiencies resulting from high workloads of technical and operational staff.

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43We now ask Sergio Soto to join us on the webinar to share with us some insights or memorable moments from the case study.

Comisin Nacional del Agua, (CONAGUA) MexicoSergio Soto, Under Director General of Hydro Agricultural Infrastructure. National Water Commission.Comisin Nacional del Agua, (CONAGUA) Mexico

Hello, my name is Sergio Soto Priante, Under Director General of Hydro Agricultural Infrastructure, Mexicos National Water Commission. I want to thank Future Strategies Inc and all the other organizations for this awards: BPM.com, OMG and WfMC, as well as our BPM supplier, PECTRA Technology and its Business Partner Cencade. On behalf of the National Water Commission, CONAGUA I would like to mention some highlights of our BPM project: Since 2004, as a result of regulations and initiatives of the Mexican Government, we decided to start a BPM project in order to organize and control the management processes of budgetary allocation for public works, through an online system of information available for public consultation. It is an important issue to mention, that the system manages more than one billion dollars each year.

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Implementing BPM allowed us to improve CONAGUAs transparency and accountability by providing access to everyone relevant to information intended to assessing and monitoring the performance of public administration, among other benefits we can identify: Greater adoption of BPM, from 1 process in 2004 to 19 processes in 2010, and the incorporation of the complete 31 states of the Mexican republic.A recovery of the total investment in the first 18 months and savings in materials and supplies every year. Greater employee satisfaction due to a 70% reduction in administrative and manual activities. In other words the implementation of the BPM project meant an outstanding achievement for the institution, taking into consideration the demands of transparency of the Mexican society to governmental entities and organisms, as well as favoring greater control of tasks, processes and actions carried out by officers and employees.

44We now ask Sergio Soto to join us on the webinar to share with us some insights or memorable moments from the case study.

2011 Winners RecapEuropeGold (tie)HanseMerkur Insurance Group, Germany nominated by inubit AG, Germany Jardine Lloyd Thompson Group PLC, United Kingdom nominated by HandySoft, USASilver (tie)Arbejdsmarkedets Tillgspension (ATP), Denmark nominated by ATP, DenmarkAvio SpA, Italy nominated by EKA Srl, ItalyMiddle-East AfricaGoldRiyadh Military Hospital, Saudi Arabia nominated by Bizagi, United KingdomSilver Ecobank LLC, Senegal nominated by Newgen Software, IndiaNorth AmericaGoldSan Joaquin County Information Systems Division, USA nominated by Oracle, USA

Silver (tie)Danfoss Power Electronics, USA nominated by Aalborg University, DenmarkFarmers Insurance, USA nominated by Pegasystems, USAU.S. Navy, Naval Special Warfare Group Four, USA nominated by HandySoft, USAPacific RimGoldAudi Japan KK, Japan nominated by Bizagi, United KingdomSilver Viteos Capital Market Services Ltd, India nominated by EMC, USASouth and Central AmericaGoldComisin Nacional del Agua, Mexico nominated by PECTRA Technology Inc, USASilver Grupo Hospitalar Conceio, Brasil nominated by H&R Consultores, Brasil

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46Thank you!Our congratulations again to the Finalists and Winners.Keith Swenson, WfMC Technical Committee Chair, Lead JudgeNathaniel Palmer, Executive Director, WfMCLayna Fischer, Awards Director and PublisherFuture Strategies Inc.The recording and slides will be posted to www.BPMF.org within a few days.

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