Optimizing Business Process Performance

1© Copyright 2009 EMC Corporation. All rights reserved.

Optimizing Business and Process Performance with Business Modeling, Analysis, and Monitoring

2© Copyright 2009 EMC Corporation. All rights reserved. 2

Reducing Costs Is Important, but Improving the Quality of Business Processes Is the Most Important Business Goal …

Mean summary: 1= not at all important; 7 = extremely important

Survey question: For the BPM project(s) currently implemented or planned in the next 12 months, rate the importance of each of the following business goals.

N = 313

5.81

5.79

5.68

5.58

5.57

5.53

5.09

5.04

5.04

4.98

4.95

1 2 3 4 5 6 7

Improving Customer Satisfaction

Continuous Process Improvement

Reducing Costs

Improving Customer Experience

Improving Business Agility

Transforming Your BusinessImproving IT Department's Ability to Make Changes to Systems

Underlying Business ProcessesAutomating a Particular Process for the First Time

Empowering Business Users to Make Certain Changes toProcesses and Underlying Solutions

Modernizing Existing Solutions Using BPM and SOA

Mean

* BPM Users Demand Flexible and Insightful BPM Tools, North America and Western Europe, 2008 Gartner

Improving the Quality of Your Business Processes

3© Copyright 2009 EMC Corporation. All rights reserved. 3

Users Need to Be Able to Change Process Flows or Business Rules Several Times a Year - Gartner

Survey question: Thinking of the most impactful BPM project your organization is implementing or will undertake, how frequently will you need to change the process flows or

business rules in the solution that supports the business processes in your organization?

Frequency of Process Change

N = 313

* BPM Users Demand Flexible and Insightful BPM Tools, North America and Western Europe, 2008 Gartner

05

1015

2025

3035

40

SeveralTimes a

Year

Monthly Ad HocBasis

Weekly Once aYear

Less ThanOnce a

Year

Daily Rarely(Less ThanOnce EveryTwo Years)

Don't Know

Percentage of Respondents


Why is the quality and visibility of business processes so critical ?

“You can’t manage what you

don’t measure” Peter Druker

• How can I see what’s happening in my business processes in real- time?

• Are we meeting our service level agreements?

• How can we find and fix problems early – before they affect customers?

• What is the day-to-day process cycle time? Can we decrease it with current staffing levels?

• How to summarize process performance in aggregate business metrics?

• Can we institute a continuous process improvement methodology?

(1) Gartner: 25 ways to cut IT costs, Linda Tucci, October 21, 2008, SearchCIO.com


Transactional Content Management: Process

• Business process management (BPM) is a technology-based approach for understanding, automating, and optimizing your processes…– Understand: Complete view of

processes across the organization– Automate: Execute and automate

processes in a production environment– Optimize: Continuous process

performance improvement• Technologies

– Business process analysis– Process execution– Business activity monitoring– Systems-based integration– Forms management

Understand, automate,and optimize

ANALYZE

DEPLOY

EXECUTE

MONITOR Optimize


EMC Documentum Process Suite

BPA Server

Process Engine

BAM Server

DocumentumRepository

Process Analyzer

Business Activity Monitor

Process Navigator

Business Process Manager

AnalyzeAnalyze

DeployDeploy

ExecuteExecute

MonitorMonitor

Alerts

Process Simulator

Forms Builder

Business Process ServicesProcess Client

Business Analyst

IT/Process Developer

Workflow Performer

Operations Manager, ExecutiveDashboards

Web Services

ESBs

Data Sources

Collaboration


ProcessDiscovery

ProcessDesign

ProcessImplementation

• What is the current situation?• Identify problems

• Capture requirements

• Define the end state• Compare to current

• Get alignment

• Connect to execution environment• Implement technically

• Deploy solution

Process Improvement


EMC BPA Capabilities

Rapid Rapid Process Process

KnowledgeKnowledge

Shared Shared AccessAccess

Reusable Reusable AssetsAssets

BusinessBusinessProcessProcess

RepositoryRepositoryCollaborationCollaborationCollaborationMulti-

DimensionalAttributes

MultiMulti--DimensionalDimensional

AttributesAttributes

Analysis &SimulationAnalysis &Analysis &SimulationSimulation

DynamicVisualization

DynamicDynamicVisualizationVisualization


Dynamic Visualization


Process Analysis


Insights from Simulation

As Is Process To Be ProcessAverage Process Duration

11 hours 3.6 hours

Total Variable Cost $36,500 $16,000

Throughput Completed 39 processes out of 66

Completed 71 processes out of 77

67% faster

56% cheaper


What is BAM?

“BAM is a way to gain meaningful, instant visibility into enterprise operations”

- Gartner


Business Problems:

Business KPIs report historical, not real-time news– Information received could be too late to take actions.– Corrective action taken on historic data.

Operations managers lack the visibility to manage SLA targets

– Poor visibility into leading indicators of problems.

Lack of confidence and uncertainty on reports– Varied reports from different points of time and

sources

Data and Report Proliferation– Multiple reports and monitoring tools for each

application– No central system to capture and correlate business

events from different applications


BAM vs. Current Operational Reporting Approaches

Spreadsheets, SQL queries, local databases

– Problems: consistency, security, poor user productivity; ability to analyze only one database

ERP/CRM reporting and analysis

– Problems: great for reporting off one system; most companies have many

Homegrown solutions

– Problems: starts out cheap, gets more expensive with every expansion and evolution. High maintenance costs


The Overall Landscape


EMC BAM Solution

• EMC Process Suite BAM (Business Activity Monitoring) enables business operation workers and managers to:

– Monitor key business metrics in real-time, e.g. Key Performance indicators (KPI’s) or Service-Level Agreements (SLA’s)

– Analyze real-time data to identify process bottlenecks, exceptions, and solutions to business problems.

– Act on current conditions either automatically or manually from a dashboard in order to meet business needs

– Proactive - quickly identify and react to situations before they become problems – reducing risk and improving business agility.


Real-Time Process Performance at Your Fingertips

Documentum Business Activity Monitor

Web 2.0 Flex-based

Dynamic KPI tracking

Interactive charts and drilldowns

Graphical dashboard builder

Active alerts and response

Documentum Process Reporting Services

TaskSpace components

Quickly identify and react to situations before they become problems – reducing risk and improving business agility.

Rich user experience for dynamic business processes Sense, Assess, Respond


Process Diagram Dashlet

Quickly see where the process is right now

See immediately which activities have already

happened

BENEFIT:Look inside a running process

Drill down for more detail on performers, data, and timing

Gives you the information you need to diagnose problems


Performer Report Dashlet

Process Performers

Number of ProcessesHandled

BENEFIT:Aggregate data from multiple instances for

a day, week…

See the amount of work done by each performer. Similarly, you could show the average time for each performer

This extends to business data such as product, customer, region, revenue


Trend Dashlet

Notice Exceptions

Service Level Agreement

BENEFIT:Visualize process behavior over time

Notice exceptional behavior

Spot trends


The Alert Dashlet

Alert Condition

Alert Severity

Status

BENEFIT:Easily customize Alert conditions

Alerts trigger automatically and are sent to responsible party

Fix problems before they affect your customers


Benefits of Documentum BAM

Real-time alerts for immediate action

View process details at the instance level

Understand performance at the aggregate level

Track key performance indicators against SLA’s

Get visual insight from user configurable dashboards

Use performance information for continuous process improvement

Quality &Customer Service Cost and Time

Savings Visibility & Control

Summary


Why EMC?

Industry’s only complete, end-to-end composition platform for case-based solutions

Applications up to 50% faster, greater agility and substantially lower TCO

Enhanced productivity up to 30–50 percent

Streamlined processes – accelerating work, while reducing operating costs

More compelling/engaging customer experience

Reduced risk; automated compliance control

Business Benefits

Optimizing Business Process Performance

Technology

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