[Webinar Slides] How to Transform Your Legacy Processes to Keep up with the Digital Age

Underwri(enby: Presentedby:

#AIIMInforma(onIsYourMostImportantAsset.LearntheSkillstoManageIt

HowtoTransformYourLegacyProcessesto

KeepUpwiththeDigitalAge

Presented16June,2016

HowtoTransformYourLegacyProcessestoKeepUpwiththeDigitalAge

Presented16June,2016


NeilWard-Du(onResearchDirectorMWDAdvisors

GerardNewmanCTOZarionSoMware

Host:TheresaResekDirectorAIIM

Today’sSpeakers


NeilWard-DuQon

ResearchDirector

MWDAdvisors

IntroducingourFeaturedSpeaker


Multi-channel service, instant information,

responsiveness, transparency, …

Media, entertainment, payments & banking,

travel & transport, hospitality, telecoms, …

IP theft, human capital risk, environmental risk, business continuity,

product liability, credit risk, ID theft, data breach, …

Sustainability, transparency, probity, etc

Digitalbringsnewpressures;alsonewrisksandthreatsC

hang

ing

risk

land

scap

e N

ew c

usto

mer

ex

pect

atio

ns

New

dig

ital-native co

mp

etitors

Changing stakeholder

expectations


Digitaldisrup(onisreal,rightnow

ASDA, M&S, Tesco, Sainsbury’s

www.mwdadvisors.com 5


DigitalbusinessisaboutmorethanUber,Airbnb

Employee engagement

External engagement / experiences

OperationsProducts, Platforms, Networks

ExternalInternal

People, Knowledge

Processes, Things

The power of Digital: more efficient co-ordination of resources


IT’scorevalueinadigitallytransformingorganisa(on

Boundaries quickly become blurred… everything is connected

Employee engagement

External engagement / experiences

OperationsProducts, Platforms, Networks

ExternalInternal

People, Knowledge

Processes, Things

Strategyleader

CMOComms

/HR leader

COO


Weavingthedigitalthread

Enterprise core

Service centres

Partner A

Partner B

Supplier X

Supplier Y

Enterprises and value chains have been engineered to be

dispersed, flexible

Experiences integrated across venues, platforms, channels, …


Thecorporateknowledgeconundrum

Meanwhile…§  “Industrieswith100%ormore

averageannualemployeeturnoverincludemostofretailing,foodservices,truckingandcallcentres”

§  …Nowaccountfornearly25%ofUSworkforce


Mee(ngmoderncustomers’expecta(ons–difficultunderanycircumstances

Enterprises and value chains have been engineered to be

dispersed, flexible

Experiences integrated across venues, platforms, channels, …


Truecustomer-firstthinkingmeanschangingyouropera(onalposture

Processefficiencyandquality

Customerexperienceexcellence

A\tudetoexcep(ons ExcepWonsshouldbe‘engineeredout’

Excep'onsshouldbeembraced

A\tudetochange Changeshouldnotbetrusted;implicaWonsmustberigorouslytested

Flexibility(withinconstraints)‘engineeredin’toopera'ons


Organiseworkaroundgoals,notprocesses

Process

InfoInfo

Goal..and

supporWngknowledge

TasksTasks

Vs.


‘Exploratorywork’isnotlikeproceduralwork–supportsystemshavedifferentdesignpoints

Automatedwork• Straight-throughprocessing

• Performance

Transac=onalwork• Predictability• Efficiency• Flexibility• Integra=on

Exploratorywork• Auditability/quality

• CollaboraWon/integraWon

• Scalingknowledge


Thevalueofanalterna(ve,moremodernapproachtomanagingwork

• Don’tforcestandardprocedureswheretheydon’tfit

Co-ordinateworkamongexpertteamstoresolvechallenges

• EnsurecompliancewherecriWcalExpertscanusetheirjudgementanddiscreWonbutbusinesscontrolsandpoliciesaretransparentlyapplied

• Allguidance,evidence,acWvityrecordsarelinkedtowork

Managebusiness-criWcaldocumentsasbothinputsandoutputsofacWviWes

• Getstuffdonequicker,reducefricWonBuildandreuseprocess,task,informaWonmanagementcomponents

• AfoundaWonforevidence-basedimprovementManagetheworkanddotheworkinone‘informaWonspace’


Digitaltechnologycreatesnewfron(ersfortheco-ordina(onofworkandresources

§  System-recommendeddecisions,tasksandprocesses

§  OpencollaboraWonontasksandprocesses

§  Digitalfieldwork§  Bringingcustomersintoprocesses§  […]

Who?

When?Why?

How?

What?

Where?


ResourcesfromMWDAdvisors

LookingtoinvestinyourbusinessprocessestosupportdigitaltransformaWon?Ourresearch&advisoryserviceshelpyouwith:

OrientaWon&readinessassessmentVendorselecWonCapabilitydevelopment

Findoutmore:h(ps://www.mwdadvisors.com/automaWon-services/

https://www.mwdadvisors.com/automation-services/


GerardNewman

CTO

ZarionSoMware

IntroducingourSpeaker


History

Predictable ControlledMeasurableAutomated


Challenges

• Outdated• PrescripWve• Difficulttochange• Workaround

Processes

• MulW-skilled• OperaWnghours• Remote• Dynamic

Teams

• Pa(erns• Channels• OrganisaWon• Complexity

Work

• ResponseWmes• ConversaWon• Involvement• Capability

Customers


Response

Collabo

raWve • Customer

• Outcome• Mentor• Fix

Flexible

• People• Processes• Systems

Inde

pend

ent • Self-

Contained• Handoffs• Innovate

Respon

sible

• Ownership• Command&Control

• InformaWon

ComplianceandRegulaWon

People


NextGenera(on

• Present• Past• Future• Visibility

Inform

• Teams• Members• Work• Priority

Organise

• Flexible• Standards• ExcepWons• Decisions

Automate

• Observe• Decide• Act• Review

Change


Ge\ngit

• IntuiWve• Portable• Accessible

Apps

• Components• Composite• REST

Open

• Integrated• Learning• Cloud

Deploy


Whoweare

WeareonajourneybuildingtheWorkManagementapplicaWonsofthefuture


LearnmoreabouthowoursoluWonscanhelpyoumoderniseyourworkpracWces.

www.zarion.com

[email protected]

THANKYOU

www.zarion.com

mailto:[email protected]


Takeyourskillstothenextlevelbylearninghowtomap,design,andautomateoperaWonalprocessesusingacombinaWonofstrategies,changemanagement,andtechnologieswithAIIM’sBusinessProcessManagementtrainingcourse.

Visit:AIIM.org/BPMTraining

AIIM.org/BPMTraining


AIIMistheCommunityforInforma(onProfessionals

AIIMbelievesthatinforma(onisyourmostimportantasset.Learntheskillstomanageit.

OurmissionistoimproveorganizaWonal

performancebyempoweringacommunityofleaderscommi(edto

informaWon-driveninnovaWon.

Learnmoreatwww.aiim.org

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[Webinar Slides] How to Transform Your Legacy Processes to Keep up with the Digital Age

Technology

Transcript of [Webinar Slides] How to Transform Your Legacy Processes to Keep up with the Digital Age