MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic,...

a d v i s o r s mwd

helping you create business improvement from IT investment

Process Visibility: Enabling Business Transformation

Neil Ward-Dutton Founder, Research Director

Large companies’ lifecycles are becoming ever shorter

© MWD Advisors 2013 www.mwdadvisors.com 2

Customer Experience excellence is today’s Big Thing – but what’s involved?


Your customer

Customer Journey stage 1



Customer Journey stage n

Customer Journey

stage n+1

Gather intelligence through each customer journey to make future experiences more engaging

Marketing

Sales Operations

Service

Most large organisations face a big challenge here

Your core

Your service centres

Partner A

Partner B

Supplier X

Supplier Y

Enterprises and value chains want to be dispersed, flexible

Great experiences want to be integrated


Real Customer Experience Excellence is not trivial to achieve


Time to wake up and smell the coffee! this is your organisation

Access devices

In the Digital Enterprise… Clouds, connectivity bring increased choice

Consumer technologies and networks are puncturing enterprise technology services

Applications

Platforms


In the Digital Enterprise… Social + Mobile reshape knowledge work


Image/video capture

Audio/speech capture

Location/orientation

Gestures/signatures

More computing power than the entire Apollo 11 moonshot program!

Notifications/actions

Infrastructure usage

Service usage

Product usage

Events

In the Digital Enterprise… Everything can leave an information trail

Relatively cheap, fast, highly scalable

commodity technology

Conversations

Real-time insights, recommendations, optimisations Commercial ‘data platform’ propositions


Just one example of the innovation that’s possible


Old structures are breaking down – new systems approaches are needed


We need

systems of co-ordination Enabling the sophisticated co-ordination of work and sharing of knowledge At scale, with flexibility But

“You can’t manage what you can’t measure”

The traditional business ‘Direction-Execution-Feedback’ cycle


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Disconnected responsibilities


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What will happen to you when the revolution comes?


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Who?

When? Why?

How?

What?

Where?

Is there a simple answer?

BPM BI PI


Process Intelligence and Visibility

www.mwdadvisors.com 17

Process Intelligence is an organisational capability that aims to ensure that companies consistently and quickly apply relevant knowledge to and within business processes – in order to provide better visibility of performance, support strategy alignment, improve business agility, improve operational decision-making, and identify issues and their root causes.

© MWD Advisors 2013

Applying relevant knowledge to and within business processes


Are we meeting our customer service targets?

Knowledge of KPIs

Knowledge of case close rate, trends

Note: mix of real-time, reference, historical information required

Applying relevant knowledge to and within business processes


Should this customer’s claim be expedited?

Knowledge of customer

Knowledge of past patterns

Knowledge of different kinds of claims, risks

Note: mix of real-time, reference, historical information required

Symptoms of today’s reality: under-performance in a number of areas

• Difficult to make truly evidence-based decisions

• Development and prioritisation of KPIs poses challenges

• Management by rear-view mirror

• Lack of confidence in procedures and processes

• Inconsistency in customer experience

• Inconsistency in application of policies


Lack of the right information breeds quality, risk issues

Prioritise Process Visibility to raise your Process IQ


Who?

When? Why?

How?

What?

Where?

In a Digital Enterprise, management systems become digital, integrated


Organisations that can embrace this trend will have a massive Agility Advantage

Systems of insight

(information)

Systems of Engagement

(people)

Systems of co-ordination

(process)

Systems of record

Core business applications

Work procedures and practices

Corporate communications tools

Management information systems

Analog

Core business applications

Work procedures and practices

Corporate communications tools

Management information systems

Digital Integrated

This is happening now

Systems of insight

(information)

Systems of Engagement

(people)

Systems of co-ordination

(process)

Systems of record


Predictive Analytics

Decision management

Social Tasks, Processes, Projects Case Management

Social Analytics

Operational Process Intelligence Collaborative

Decision Making

a d v i s o r s mwd

helping you create business improvement from IT investment

What will you do when the revolution comes?

@neilwd [email protected]

MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic,...

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Transcript of MWD Advisors: Process Visibility-Enabling Business Transformation - Keynote ProcessForum Nordic,...