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Smarter Process Strategy & Direction
Ryan Trollip & Howard Webb
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Agenda
Ø Trilogy Review § Decision-Aware Business Process Management
Ø What is a Smarter Process? Ø Achieving Smarter Process
§ Decisions Everywhere § Data & Analytics in smarter processes § Decision Modeling § Process Modeling
Ø Strategy for a Smarter Process § Simplifying & Stabilizing
Ø Industry Discussion § Technologies and Disciplines for a Decision-Aware Business
Ø Decision & Process Gotcha’s
2
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Ø Leverage Decisions, Process and Analytics Ø Affect Change Ø Gain Business Awareness
Ø Achieve flexibility in decisions & stability in process Ø Improving efficiency
Ø Smarter decisions Ø Customer-Centric
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Trilogy Review
Business Processes
Advanced Analytics
Decision Management
Delivered at the point of impact
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Smarter Process
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Reinvent Business Operations with IBM Smarter Process
IBM’s approach for reinventing business operations
§ to enable greater customer-centricity
§ in the age of mobile, social, cloud and big data
§ while driving efficiency and optimization into end-to-end processes
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Ø Making Smarter Decisions
Ø Better Manage Change & Adapt Faster
Ø Become more Customer-Centric
Ø Become more Aware of Decisions and Process
Ø React at the Point of Impact
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What is Smarter Process?
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Source: Booz and Co., 2011
Complexity stands in the way of customer-centricity
Managing complexity is a challenge in most industries
Time spent managing complexity (customer variability, performance quality and workflow efficiency) in service-centric industries has surpassed 50 percent
50%
7
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Instant At Internet speed
Broadcast Music Inc. (BMI) shortens artist onboarding time by 93%, processing 100B transactions
Seamless Interconnected & ubiquitous
Visa Europe handles cross border payments across 36 diverse currency markets
Insightful Targeted and relevant
Hospitals Contribution Fund (HCF) provides preventative heathcare options and grows its market share by 56%
In a Customer-Centric World, a Smarter Process is…
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Achieving Smarter Process
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Simple and Visible
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Decision Sources
Regulation
Competition
Industry
Policies
Business Intelligence
Stats
Modeling
Prescriptive
Predictive
Acquire Grow Retain
Predictive Customer Analytics
Predictive Threat & Fraud Analytics Monitor Detect Control
Predictive Operational Analytics
Manage Maintain Maximize
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Ø Decisions? Ø What product to offer? Ø What features do I offer in the product/service?
Ø When to repair equipment? Ø How much to charge for the product?
Ø When to decline a transaction?
Ø Ask yourself?
Ø Does your organization have a standard approach to decisions? Ø Do you have them in a central location?
Ø Are they auditable? Ø Are you tracking their effectiveness?
Ø Are you constantly improving these decisions? Ø Are the easy to change?
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Decisions are your company
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Analytics for Improvement
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Ø Business Intelligence § Structured OLAP techniques § Specific answers to specific questions § Build reports § Not data mining or new insights
Ø Big Data Analytics § Generalized data exploration § Uncover insights over structured, unstructured, semi-structured § Tools such as Hadoop, MapReduce
Ø Predictive Analytics § Compliments BI § BI used to prepare, visualize, preprocess data § Models, predict with accuracy the next outcome
14
Big Data vs. Predictive Analytics vs. B.I.
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Predictive Analytics
§ What Problems they solve? q Sales q Advertising q Operations q HR q Risk Management
§ Mathematical Implementation? q Statistics q Data Mining q Machine Learning
§ Intended Function? q Predictive q Classification q Clustering q Decision Oriented q Associative
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Demographic data
Transaction data
External data
Reports, KPIs, KPPs
Analyses Segments
Profiles Scoring models
Anomaly detection ...
Scoring
Capture Predict Act
Define Thresholds
Determine the level of Risk
Define List Assign weight
(points) to each indicator
... Domain
Expertise
Fraud & Threat Controlling outcomes with predictive analytics
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Analytics Trends
– Real-time data-driven Analytics • Changes in the population or competitive landscape
– Aggregating distributed data • Diverse sources, internal & external
– Big Data • Open source tools like
– Hadoop for map reduce with distributed parallel processing, handles heterogeneous data
– Mahout data mining and machine learning, clustering classification, collaborative filtering & other data mining
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Operationalize Decisions
Regulation
Competition
Industry
Policies
Business Intelligence
Stats
Modeling
Prescriptive
Predictive Scoring
Decision Service
Scoring Service
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Capture Predict Act
Predictive Models Likelihood of failure based on multiple methods
Association Clustering Classification Forecasting
Production Logs
Maintenance Logs
Sensor Data
Environment Data
Performance logs
Financial Data
Business Rules Make expert knowledge explicit
Predictive Maintenance Data
Optimization Define decision optimization
Plan Use scenarios & analytics to perform resource, inventory & asset planning
Produce Scores & Recommendations
Integrate with Maintenance Planning
Execute Perform Maintenance based on optimized planning
Scoring Deploy Decision Models
Prevent Receive pro-active Maintenance recommendations
Feedback Maintenance Reports
Perform Root-Cause Analysis
Process Automation & Optimization
Automate prediction & deployment process
Process Management & Control Monitor & manage analytics process
Integrate
Operations - How is it done?
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Leveraging Big Data
Business Intelligence
Stats
Modeling
Predictive
Big Data Request
Stream File
Modeler Client Modeler Server
IBM SPSS Modeler
IBM SPSS Analytic Server
Hadoop Job
Analytics
IBM InfoSphere BigInsights & Other Hadoop Distributions
Relational Database
SQL / UDF
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Ø Model § Models visualize, simplify and clarify business understanding
Ø Automate § We can automate complex decisions, processes and models § Example of customer behavior, fraud
Ø Manage § Automation is great… But the more complex the more difficult to manage/change § Specialization of systems workflow, Modeling, BRMS, CRM, ECM etc. § Good management of decisions and process is key to flexibility and efficiency
Ø Improve § Analytics used to improve processes and decisions
21
Trilogy Approach
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Decision Modeling
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Business Processes
Advanced Analytics
Decision Management
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Ø Empower the business with decisions Ø Create a shared understanding Ø Lower cost of development Ø Speed time to market Ø Simplify & stabilize processes Ø Improve Quality Ø Improve Governance Ø Reduce Operational Cost
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Benefits of Decision Modeling
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Customer Experience
Applications
Orchestration (Workflow) Services
Business System
Decision Model
Business System Business System
Dec
isio
n Lo
gic
Dep
loym
ent
Orchestration Logic layer
Application Logic Layer
The Decision Model is Technology Independent
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Speeds Time to Market
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Rule ID Rule Object Focus Conclusion subject Conclusion
1.1 Fraud Dept Account Block All non-financial transactions must be declined across all bank channels Account Fraud status Closure eligibility OK / HR
1.5 Fraud Dept Account Block All non-financial transactions must be declined across all bank channels Account Fraud status Closure eligibility OK / HR
1.8
Fraud Dept Account Block 11. A message must be displayed at account level in all front end user systems ‘Fraudulent Account – Refer to Special Investigations Dept’ for non-financial transactions Account Fraud status
Mediated message requirement OK / HR
1.10 Fraud Account Block 'The current account statement must not be printed Account Fraud status
Account statement eligibility OK / HR
1.11 Fraud Account Block 'No correspondence can be mailed to the customer
Account Fraud status
Account mailed correspondence eligibility OK / HR
2.1
Lost Card 'IF in Branch/Over the counter transaction AND Lost card is used (Swiped) THEN the transaction must initially be declined with the message "Warning - Lost card - do you wish to continue?" Note. The bank user may choose to continue or abort the transaction Card
Lost / stolen status Closure eligibility OK / SR
3.2
Stolen Card IF in Branch/Over the counter transaction AND non financial transaction (excluding Enquiries) AND Stolen card is used (Swiped) THEN the transaction must initially be declined with the message "Warning - Stolen card - do you wish to continue?" Note. The bank user may choose to continue or abort the transaction Card
Lost / stolen status Closure eligibility OK / SR
5.5 Criminal Financial Court Order Account Closure is not permitted. Unless by an authorised SID user. Note this will be achieved by the temporary removal of the inhibit by SID Account
Financial court order status Closure eligibility OK / HR
6.8 Federal State Arrestment Order 'IF a Federal State Arrestment is in place THEN an account must not be closed Account
Federal state arrestment order status Closure eligibility OK / HR
7.1 UN Sanction Account Closure is not permitted. Unless by an authorised SID user. Note this will be achieved by the temporary removal of the inhibit by SID Account
UN sanctions status Closure eligibility OK / HR
8.2
Missing Address Flag IF a customer's account is locked because of Missing Address OR a customer's card is locked because of Missing Address THEN a message must be displayed on mediated systems Note: a mediated system is defined as one which is operated by an authorised bank user (e.g. a bank employee or an agent acting on behalf of bank)This system may or may not be in the presence of an bank Customer. Customer
Missing Address status
Mediated message requirement OK / HR
Copyright ©2014 SAP. Reprinted with permission.
How it’s done today?
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CONNECT WITH US:
82 rules
IF … AND mixed with
IF … OR
Two rule types -
decisions & procedural
rules
Decision – closure
eligibility
Procedural rules – for statements
and soft reject
messages
Posting locks –
accounts, cards
Customer inhibits (Missing Address)
E-products etc. in
continuation …
Long free text rule descriptions
Rules with different focuses – fraud, lost/stolen cards, Federal State Arrestment orders, UN sanctions …
Creates Shared Understanding
Verdict: Rich in data but poor in information – due to lack of top-down structure
Copyright ©2014 SAP. Reprinted with permission.
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Entropy Increases
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Account Closure
Simulation Eligibility
Account Closure Simulation Eligibility_________________
Account Closure Simulation Lock EligibilityAccount Closure Simulation Pending Items EligibilityAccount Closure Simulation linked e-‐product capability
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Closure Simulation Account StatusAccount Closure Simulation Account Closure Date
Account Closure Simulation Lock Eligibility
_________________Account Closure Simulation Customer lock Status EligibilityAccount Closure Simulation Account Lock Status EligibilityAccount Closure Simulation Card Lock Status Eligibility
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Customer Lock Status Eligibility_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Customer Lock Status TypeCustomer Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Account Lock Status Eligibility _________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Lock Status TypeAccount Lock Limit ValueAccount Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Card Lock Status Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Card Lock Status TypeCard Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Pending Items Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Pending Item TypePending Item Value
Linked e-‐Products Orphan Status in Relation to Account Closure
_________________Linked e-‐Products Orphan Status in Relation to Sole Account ClosureLinked e-‐Products Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Bonds Orphan Status in Relation to Account Closure
_________________Linked e-‐Bonds Orphan Status in Relation to Sole Account ClosureLinked e-‐Bonds Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Products Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Current Accounts held by Account Holder CountLinked e-‐Products in Relation to Account Closure Count
Linked e-‐Products Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Current Accounts held by Account Holders CountAdditional Open Current Accounts held by Account Holder 1 CountAdditional Open Current Accounts held by Account Holder 2 CountLinked e-‐Products held jointly by both members in Relation to Joint Account Closure CountLinked e-‐Products not held jointly by both members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Accounts Held by Same Account Holders CountLinked e-‐Bonds Held Jointly by Both Members in Relation to Joint Account Closure CountLinked e-‐Bonds Not Held Jointly by Both Members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Sole Accounts held by Account Holder CountLinked e-‐Bonds Count in Relation to Account Closure Count
Account Closure Simulation linked e-‐product capability_________________
Linked e-‐Products Orphan Status in Relation to Account ClosureLinked e-‐Bonds Orphan Status in Relation to Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure
Simulation Eligibility
Account Closure Simulation Eligibility_________________
Account Closure Simulation Lock EligibilityAccount Closure Simulation Pending Items EligibilityAccount Closure Simulation linked e-‐product capability
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Closure Simulation Account StatusAccount Closure Simulation Account Closure Date
Account Closure Simulation Lock Eligibility
_________________Account Closure Simulation Customer lock Status EligibilityAccount Closure Simulation Account Lock Status EligibilityAccount Closure Simulation Card Lock Status Eligibility
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Customer Lock Status Eligibility_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Customer Lock Status TypeCustomer Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Account Lock Status Eligibility _________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Lock Status TypeAccount Lock Limit ValueAccount Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Card Lock Status Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Card Lock Status TypeCard Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Pending Items Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Pending Item TypePending Item Value
Linked e-‐Products Orphan Status in Relation to Account Closure
_________________Linked e-‐Products Orphan Status in Relation to Sole Account ClosureLinked e-‐Products Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Bonds Orphan Status in Relation to Account Closure
_________________Linked e-‐Bonds Orphan Status in Relation to Sole Account ClosureLinked e-‐Bonds Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Products Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Current Accounts held by Account Holder CountLinked e-‐Products in Relation to Account Closure Count
Linked e-‐Products Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Current Accounts held by Account Holders CountAdditional Open Current Accounts held by Account Holder 1 CountAdditional Open Current Accounts held by Account Holder 2 CountLinked e-‐Products held jointly by both members in Relation to Joint Account Closure CountLinked e-‐Products not held jointly by both members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Accounts Held by Same Account Holders CountLinked e-‐Bonds Held Jointly by Both Members in Relation to Joint Account Closure CountLinked e-‐Bonds Not Held Jointly by Both Members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Sole Accounts held by Account Holder CountLinked e-‐Bonds Count in Relation to Account Closure Count
Account Closure Simulation linked e-‐product capability_________________
Linked e-‐Products Orphan Status in Relation to Account ClosureLinked e-‐Bonds Orphan Status in Relation to Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure
Simulation Eligibility
Account Closure Simulation Eligibility_________________
Account Closure Simulation Lock EligibilityAccount Closure Simulation Pending Items EligibilityAccount Closure Simulation linked e-‐product capability
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Closure Simulation Account StatusAccount Closure Simulation Account Closure Date
Account Closure Simulation Lock Eligibility
_________________Account Closure Simulation Customer lock Status EligibilityAccount Closure Simulation Account Lock Status EligibilityAccount Closure Simulation Card Lock Status Eligibility
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Customer Lock Status Eligibility_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Customer Lock Status TypeCustomer Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Account Lock Status Eligibility _________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Lock Status TypeAccount Lock Limit ValueAccount Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Card Lock Status Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Card Lock Status TypeCard Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Pending Items Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Pending Item TypePending Item Value
Linked e-‐Products Orphan Status in Relation to Account Closure
_________________Linked e-‐Products Orphan Status in Relation to Sole Account ClosureLinked e-‐Products Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Bonds Orphan Status in Relation to Account Closure
_________________Linked e-‐Bonds Orphan Status in Relation to Sole Account ClosureLinked e-‐Bonds Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Products Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Current Accounts held by Account Holder CountLinked e-‐Products in Relation to Account Closure Count
Linked e-‐Products Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Current Accounts held by Account Holders CountAdditional Open Current Accounts held by Account Holder 1 CountAdditional Open Current Accounts held by Account Holder 2 CountLinked e-‐Products held jointly by both members in Relation to Joint Account Closure CountLinked e-‐Products not held jointly by both members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Accounts Held by Same Account Holders CountLinked e-‐Bonds Held Jointly by Both Members in Relation to Joint Account Closure CountLinked e-‐Bonds Not Held Jointly by Both Members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Sole Accounts held by Account Holder CountLinked e-‐Bonds Count in Relation to Account Closure Count
Account Closure Simulation linked e-‐product capability_________________
Linked e-‐Products Orphan Status in Relation to Account ClosureLinked e-‐Bonds Orphan Status in Relation to Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Copyright ©2014 SAP. Reprinted with permission.
Creates Shared Understanding
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CONNECT WITH US: Copyright ©2014 SAP. Reprinted with permission.
Account Closure
Simulation Eligibility
Account Closure Simulation Eligibility_________________
Account Closure Simulation Lock EligibilityAccount Closure Simulation Pending Items EligibilityAccount Closure Simulation linked e-‐product capability
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Closure Simulation Account StatusAccount Closure Simulation Account Closure Date
Account Closure Simulation Lock Eligibility
_________________Account Closure Simulation Customer lock Status EligibilityAccount Closure Simulation Account Lock Status EligibilityAccount Closure Simulation Card Lock Status Eligibility
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Customer Lock Status Eligibility_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Customer Lock Status TypeCustomer Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Account Lock Status Eligibility _________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Lock Status TypeAccount Lock Limit ValueAccount Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Card Lock Status Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Card Lock Status TypeCard Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Pending Items Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Pending Item TypePending Item Value
Linked e-‐Products Orphan Status in Relation to Account Closure
_________________Linked e-‐Products Orphan Status in Relation to Sole Account ClosureLinked e-‐Products Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Bonds Orphan Status in Relation to Account Closure
_________________Linked e-‐Bonds Orphan Status in Relation to Sole Account ClosureLinked e-‐Bonds Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Products Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Current Accounts held by Account Holder CountLinked e-‐Products in Relation to Account Closure Count
Linked e-‐Products Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Current Accounts held by Account Holders CountAdditional Open Current Accounts held by Account Holder 1 CountAdditional Open Current Accounts held by Account Holder 2 CountLinked e-‐Products held jointly by both members in Relation to Joint Account Closure CountLinked e-‐Products not held jointly by both members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Accounts Held by Same Account Holders CountLinked e-‐Bonds Held Jointly by Both Members in Relation to Joint Account Closure CountLinked e-‐Bonds Not Held Jointly by Both Members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Sole Accounts held by Account Holder CountLinked e-‐Bonds Count in Relation to Account Closure Count
Account Closure Simulation linked e-‐product capability_________________
Linked e-‐Products Orphan Status in Relation to Account ClosureLinked e-‐Bonds Orphan Status in Relation to Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Eligibility
Row ID
Rule Pattern
Message Class 1
Message
1 1 is in{Active, not yet used; Active, used}
Is Eligible is eligible IsContract Present Date
is in {Close, Close and log}
is Eligible
2 1 is in{Active, not yet used; Active, used}
Is Eligible is eligible IsContract Present Date
is soft reject is Soft reject
3 2 is in{Active, not yet used; Active, used}
Is Not Eligible is Not EligibleThere is a lock on the account &1 which
prevents account closure
4 1 is in{Active, not yet used; Active, used}
Is Soft Reject is eligible IsContract Present Date
is in {close, Close and log, Soft reject}
is Soft Reject There is a lock on the account &1
5 3 is in{In Release, Process, Created; Being Terminated; Terminated}
is Not Eligible Account &1 is already terminated
6 4 is in{Active, not yet used; Active, used}
is Not eligible is Not EligibleClosure not possible -‐ Outstanding
Pending Items
7 5 is in{Active, not yet used; Active, used}
Is NotContract Present Date
is Not EligibleSpecified Value Date &1 should be the
same as A/C Presence date &2
Conclusion MessagesAccount Closure
Simulation Pending Items
Account Closure Simulation Account
Closure Date
Account Closure Simulation linked e-‐product capability
Account Closure Simulation Account Status
Account Closure Simulation Lock
Eligibility
Conditions
Account Closure Simulation Eligibility
Creates Shared Understanding
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CONNECT WITH US: Copyright ©2014 SAP. Reprinted with permission.
Account Closure
Simulation Eligibility
Account Closure Simulation Eligibility_________________
Account Closure Simulation Lock EligibilityAccount Closure Simulation Pending Items EligibilityAccount Closure Simulation linked e-‐product capability
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Closure Simulation Account StatusAccount Closure Simulation Account Closure Date
Account Closure Simulation Lock Eligibility
_________________Account Closure Simulation Customer lock Status EligibilityAccount Closure Simulation Account Lock Status EligibilityAccount Closure Simulation Card Lock Status Eligibility
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Customer Lock Status Eligibility_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Customer Lock Status TypeCustomer Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Account Lock Status Eligibility _________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Lock Status TypeAccount Lock Limit ValueAccount Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Card Lock Status Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Card Lock Status TypeCard Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Pending Items Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Pending Item TypePending Item Value
Linked e-‐Products Orphan Status in Relation to Account Closure
_________________Linked e-‐Products Orphan Status in Relation to Sole Account ClosureLinked e-‐Products Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Bonds Orphan Status in Relation to Account Closure
_________________Linked e-‐Bonds Orphan Status in Relation to Sole Account ClosureLinked e-‐Bonds Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Products Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Current Accounts held by Account Holder CountLinked e-‐Products in Relation to Account Closure Count
Linked e-‐Products Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Current Accounts held by Account Holders CountAdditional Open Current Accounts held by Account Holder 1 CountAdditional Open Current Accounts held by Account Holder 2 CountLinked e-‐Products held jointly by both members in Relation to Joint Account Closure CountLinked e-‐Products not held jointly by both members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Accounts Held by Same Account Holders CountLinked e-‐Bonds Held Jointly by Both Members in Relation to Joint Account Closure CountLinked e-‐Bonds Not Held Jointly by Both Members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Sole Accounts held by Account Holder CountLinked e-‐Bonds Count in Relation to Account Closure Count
Account Closure Simulation linked e-‐product capability_________________
Linked e-‐Products Orphan Status in Relation to Account ClosureLinked e-‐Bonds Orphan Status in Relation to Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Lock Eligibility
Row ID
Rule Pattern
Message Class 1
Message Class 2
1 1 is Eligible is Eligible is Eligible is eligible2 1 is Soft Reject is not Not Eligible is not Not Eligible is Soft Reject Lock on customer &1 Do you wish to proceed?3 1 is not Not Eligible is Soft Reject is not Not Eligible is Soft Reject Account lock &1 Do you wish to proceed?4 1 is not Not Eligible is not Not Eligible is Soft Reject is Soft Reject Lock on Card &1 Do you wish to proceed?5 2 is Not Eligible is Not Eligible Closure not possible due to customer lock &16 3 is Not Eligible is Not Eligible Closure not possible due to account lock &17 4 is Not Eligible is Not Eligible Closure not possible due to card lock &1
Account Closure Simulation Lock
Eligibility
s Conclusion MessagesAccount Closure
Simulation Customer lock
Account Closure Simulation Account Lock
Account Closure Simulation Card Lock Status Eligibility
Creates Shared Understanding
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Account Closure
Simulation Eligibility
Account Closure Simulation Eligibility_________________
Account Closure Simulation Lock EligibilityAccount Closure Simulation Pending Items EligibilityAccount Closure Simulation linked e-‐product capability
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Closure Simulation Account StatusAccount Closure Simulation Account Closure Date
Account Closure Simulation Lock Eligibility
_________________Account Closure Simulation Customer lock Status EligibilityAccount Closure Simulation Account Lock Status EligibilityAccount Closure Simulation Card Lock Status Eligibility
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Customer Lock Status Eligibility_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Customer Lock Status TypeCustomer Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Account Lock Status Eligibility _________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Lock Status TypeAccount Lock Limit ValueAccount Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Card Lock Status Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Card Lock Status TypeCard Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Pending Items Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Pending Item TypePending Item Value
Linked e-‐Products Orphan Status in Relation to Account Closure
_________________Linked e-‐Products Orphan Status in Relation to Sole Account ClosureLinked e-‐Products Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Bonds Orphan Status in Relation to Account Closure
_________________Linked e-‐Bonds Orphan Status in Relation to Sole Account ClosureLinked e-‐Bonds Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Products Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Current Accounts held by Account Holder CountLinked e-‐Products in Relation to Account Closure Count
Linked e-‐Products Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Current Accounts held by Account Holders CountAdditional Open Current Accounts held by Account Holder 1 CountAdditional Open Current Accounts held by Account Holder 2 CountLinked e-‐Products held jointly by both members in Relation to Joint Account Closure CountLinked e-‐Products not held jointly by both members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Accounts Held by Same Account Holders CountLinked e-‐Bonds Held Jointly by Both Members in Relation to Joint Account Closure CountLinked e-‐Bonds Not Held Jointly by Both Members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Sole Accounts held by Account Holder CountLinked e-‐Bonds Count in Relation to Account Closure Count
Account Closure Simulation linked e-‐product capability_________________
Linked e-‐Products Orphan Status in Relation to Account ClosureLinked e-‐Bonds Orphan Status in Relation to Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Card Lock Status Eligibility
Row ID
Rule Pattern
Message Class 1
Message Class 2
1 1is Not in
{Lost Card, Stolen Card}
is Eligible
2 2 Is in{Lost Card, Stolen Card}
Is Active Is Nucleus is Not Eligible Closure not possible -‐ Lock &1
3 2 Is in{Lost Card, Stolen Card}
Is Active Is BOSS is Soft RejectCard Lock&1 on account &2 Do
you wish to proceed?
4 3 Is in{Scheduled, Inactive, Closed}
is Eligible
5 4Is Not in
{BOSS,Nucleus}
is Not EligibleYou cannot close an account in
channel &1
Conditions Conclusion Messages
Card Lock Status Type
Account Closure Lock Status
Account Closure Channel
Account Closure
Simulation
Creates Shared Understanding
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Copyright ©2014 SAP. Reprinted with permission.
Account Closure
Simulation Eligibility
Account Closure Simulation Eligibility_________________
Account Closure Simulation Lock EligibilityAccount Closure Simulation Pending Items EligibilityAccount Closure Simulation linked e-‐product capability
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Closure Simulation Account StatusAccount Closure Simulation Account Closure Date
Account Closure Simulation Lock Eligibility
_________________Account Closure Simulation Customer lock Status EligibilityAccount Closure Simulation Account Lock Status EligibilityAccount Closure Simulation Card Lock Status Eligibility
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Customer Lock Status Eligibility_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Customer Lock Status TypeCustomer Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Account Lock Status Eligibility _________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Account Lock Status TypeAccount Lock Limit ValueAccount Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Card Lock Status Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Card Lock Status TypeCard Lock Lock Document StatusAccount Closure Simulation Channel Soft Reject Capability
Account Closure Simulation Pending Items Eligibility
_________________
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐Pending Item TypePending Item Value
Linked e-‐Products Orphan Status in Relation to Account Closure
_________________Linked e-‐Products Orphan Status in Relation to Sole Account ClosureLinked e-‐Products Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Bonds Orphan Status in Relation to Account Closure
_________________Linked e-‐Bonds Orphan Status in Relation to Sole Account ClosureLinked e-‐Bonds Orphan Status in Relation to Joint Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Linked e-‐Products Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Current Accounts held by Account Holder CountLinked e-‐Products in Relation to Account Closure Count
Linked e-‐Products Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Current Accounts held by Account Holders CountAdditional Open Current Accounts held by Account Holder 1 CountAdditional Open Current Accounts held by Account Holder 2 CountLinked e-‐Products held jointly by both members in Relation to Joint Account Closure CountLinked e-‐Products not held jointly by both members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Joint Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Joint Accounts Held by Same Account Holders CountLinked e-‐Bonds Held Jointly by Both Members in Relation to Joint Account Closure CountLinked e-‐Bonds Not Held Jointly by Both Members in Relation to Joint Account Closure Count
Linked e-‐Bonds Orphan Status in Relation to Sole Account Closure
_________________-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Additional Open Sole Accounts held by Account Holder CountLinked e-‐Bonds Count in Relation to Account Closure Count
Account Closure Simulation linked e-‐product capability_________________
Linked e-‐Products Orphan Status in Relation to Account ClosureLinked e-‐Bonds Orphan Status in Relation to Account Closure
-‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐ -‐
Account Closure Simulation Eligibility
Row ID
Rule Pattern
Message Class 1
Message
1 1 is in{Active, not yet used; Active, used}
Is Eligible is eligible IsContract Present Date
is in {Close, Close and log}
is Eligible
2 1 is in{Active, not yet used; Active, used}
Is Eligible is eligible IsContract Present Date
is soft reject is Soft reject
3 2 is in{Active, not yet used; Active, used}
Is Not Eligible is Not EligibleThere is a lock on the account &1 which
prevents account closure
4 1 is in{Active, not yet used; Active, used}
Is Soft Reject is eligible IsContract Present Date
is in {close, Close and log, Soft reject}
is Soft Reject There is a lock on the account &1
5 3 is in{In Release, Process, Created; Being Terminated; Terminated}
is Not Eligible Account &1 is already terminated
6 4 is in{Active, not yet used; Active, used}
is Not eligible is Not EligibleClosure not possible -‐ Outstanding
Pending Items
7 5 is in{Active, not yet used; Active, used}
Is NotContract Present Date
is Not EligibleSpecified Value Date &1 should be the
same as A/C Presence date &2
Conclusion MessagesAccount Closure
Simulation Pending Items
Account Closure Simulation Account
Closure Date
Account Closure Simulation linked e-‐product capability
Account Closure Simulation Account Status
Account Closure Simulation Lock
Eligibility
Conditions
Account Closure Simulation Eligibility
Account Closure Simulation Card Lock Status Eligibility
Row ID
Rule Pattern
Message Class 1
Message Class 2
1 1is Not in
{Lost Card, Stolen Card}
is Eligible
2 2 Is in{Lost Card, Stolen Card}
Is Active Is Nucleus is Not Eligible Closure not possible -‐ Lock &1
3 2 Is in{Lost Card, Stolen Card}
Is Active Is BOSS is Soft RejectCard Lock&1 on account &2 Do
you wish to proceed?
4 3 Is in{Scheduled, Inactive, Closed}
is Eligible
5 4Is Not in
{BOSS,Nucleus}
is Not EligibleYou cannot close an account in
channel &1
Conditions Conclusion Messages
Card Lock Status Type
Account Closure Lock Status
Account Closure Channel
Account Closure
Simulation
Account Closure Simulation Lock Eligibility
Row ID
Rule Pattern
Message Class 1
Message Class 2
1 1 is Eligible is Eligible is Eligible is eligible2 1 is Soft Reject is not Not Eligible is not Not Eligible is Soft Reject Lock on customer &1 Do you wish to proceed?3 1 is not Not Eligible is Soft Reject is not Not Eligible is Soft Reject Account lock &1 Do you wish to proceed?4 1 is not Not Eligible is not Not Eligible is Soft Reject is Soft Reject Lock on Card &1 Do you wish to proceed?5 2 is Not Eligible is Not Eligible Closure not possible due to customer lock &16 3 is Not Eligible is Not Eligible Closure not possible due to account lock &17 4 is Not Eligible is Not Eligible Closure not possible due to card lock &1
Account Closure Simulation Lock
Eligibility
s Conclusion MessagesAccount Closure
Simulation Customer lock
Account Closure Simulation Account Lock
Account Closure Simulation Card Lock Status Eligibility
Creates Shared Understanding
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Improve Quality
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Ø Modeling associated with single decision Ø Can be associated with a business Objective, goals & metrics Ø Governance can be implemented at the business level
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Improve Governance
CONNECT WITH US:
Ø Better Compliance
Ø Reduce Operational Risk
Ø Development and Deployment Cost Reductions
Ø Decision Maintenance Cost Reductions
Ø Maintenance Cost Reductions
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Reduce Operational Costs
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The Decision Connects the Business Architecture
Use Case
Business Motivation Model
Decision Model
Vocabulary Models: • Glossary/Semantic • Object • Logic Data
Process Model
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Process Modeling
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Business Processes
Advanced Analytics
Decision Management
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Process Innovation for Intelligent Operations Executive!Management!
Customer!Service!
Risk ManagementTeams!
Finance!and Ops!
Account Administration!
What to do.
How to do it.
When to do it.
CONNECT WITH US:
Ø 1) Scope First, then Model Ø 2) Rule of Seven Ø 3) Activity Granularity Ø 4) Activity Description Ø 5) Inputs/Outputs Ø 6) The System Lane
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Guidelines for Better Modeling
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Controls/ Constraints
Enablers
Out
puts
Inputs
Business Process Milestones/
Activities
Things that govern or dictate how a process
performs
Things that enable a
process to be performed
Things produced
by a process
Things that
initiate a process
(Business Rules, Regulatory Requirements, Laws, etc.)
(Work Products, Transformed Data)
(Business Events/ Triggers, Data, Inputs from other Processes)
(Roles, Systems, Organizations, etc.)
Always Start with Process Scoping
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Ø Business Process Modeling Notation (BPMN) Ø Industry standard Ø Mature notation Ø Supported by BlueWorks Live Ø Common language across the enterprise
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Modeling Business Processes
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(2) Rule of Seven
Limit any view to no more than 7 or 8 activities for good fit.
Select Candidate
Inform recruiter
Establish compensation
package
Establish start date
Background Check
Criminal record check
Drug screen
Release Candidate from Process
Review results
Offer
Create offer letter
Transmit offer letter
Accept offer
Add Candidate To HR Records
Input employee information into
database
Request equipment
Request workspace
Request access badge
Set employee status to active
Orientation
New hire orientation class
Benefits overview class
Provide orientation cd
Watch orientation cd
Complete forms
Begin Work
Meet manager
Obtain access badge
Obtain equipment
Go to workspace
43
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(3) Activity Granularity Ø Remember that an Activity
§ Is a step in a process that can be implemented as a sub-process or a task.
§ Definition in a Process Model should stop at task granularity.
§ A task activity is a unit of work that a single participant (human or system) starts with the intent to complete.
Purchase Groceries
44
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(3) Activity Granularity – Scope Ø Overloaded Milestone
(Rule of Seven) Ø Dissimilar in Scope Ø Too Granular in Detail
Ø Model What not How
Plan Party
Invite Guests
Prepare Menu
Get Veggies
Get Cake
Get Ice Cream
Get Chips & Dip
Checkout
Pay with AMEX
Drive Home
Put Veggies in Fridge
Put Ice Cream in Freezer
Host Party
Welcome Guests
Serve Snacks
Serve Cake & Ice Cream
Play Games
Open Gifts
Play Games
Clean Up
Clean the House
Send Thank You Cards
Get Veggies
Get Cake
Get Ice Cream
Get Chips & Dip
Checkout
Pay with AMEX
Drive Home
Put Veggies in Fridge
Put Ice Cream in Freezer
Open Door
Set Ice Cream on
Shelf
Close Door
§ Where do we stop?
45
CONNECT WITH US:
(3) Activity Granularity – Scope Activities should be similar in scope at each level.
Plan Party
Invite Guests
Prepare Menu
Host Party
Welcome Guests
Serve Snacks
Serve Cake & Ice Cream
Play Games
Open Gifts
Play Games
Clean Up
Clean the House
Send Thank You Cards
Purchase Groceries
Will a single person complete the activity?
Will the activity be started with the intent to finish?
Is the duration similar to others at this level?
Is the goal or outcome an input for the next activity?
46
CONNECT WITH US:
(3) Activity Granularity – String of Pearls Pattern Combine into a single Activity: Send Offer Letter
Before 3 serial activities for Hiring Manager
• Review Results • Create Offer Letter • Transmit Offer Letter
After 1 activity for Hiring Manger
47
CONNECT WITH US:
(3) Activity Granularity – Flow Line Patterns Ø Generally should not flow backward to a previous milestone. Ø Generally should not skip a Milestone. Ø Should avoid looping back to a previous step to repeat an activity
(or sub-process) later in the process—repeat/re-use the activity instead.
48
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(4) Activity Description – Activity Naming
Activity Name = Action + Entity Ø [action verb] + [business object] Ø Avoid vague action verbs such as Process and Perform [Step] Ø Use action verbs that indicate a result/output Ø Use specific terms recognizable by the business users (even if they
might be vague to others) and describe/define the terms in the description if necessary.
Perform Review
Approve Contract Terms
49
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(4) Activity Description – User Story
Ø Capture a 2-5 sentence description for each activity. § As a [participant] I need to [do something] so that I can [create business
value].
50
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(5) Inputs/Outputs
Ø Define with business entities from the business object model Ø Avoid specifying state for the entity (eg. signed contract) Ø Avoid specifying other qualifiers that are properties of the entity
Candidate Job Description Comp. Details Offer Letter
51
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(5) The System Lane
Ø Define only one system lane. Ø Contains activities performed by the BPMS or orchestrated by the
BPMS to be performed by an external system. Ø Should not contain human activities. Ø Avoid the string of pearls pattern.
52
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Strategy for Smarter Process
53
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The Essential BPM Capabilities
Executive!Management!
Customer!Service!
Risk ManagementTeams!
Finance!and Ops!
Account Administration!
54
CONNECT WITH US: 55
Modeling a Process
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Ø Decision Identification/Creation
Ø Decision Modeling
Ø Decision Optimization
Ø Decision Automation
56
Decision Management - Discipline Vs. Technology
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Process Simplification
57
CONNECT WITH US:
Ø Complexity leads to
§ Us doing the wrong things § Losing sight of the customer § The customer losing interest in us
“Simplicity is the ultimate sophistication” Leonardo da Vinci
Ø Simplifying business processes means enabling and
managing business decisions q Extract business rules from business processes q Encapsulate business rules in decision models q Enable ownership of processes and decisions
58
Simplify Business Processes
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Complexity & Change
“Change is linked to complexity. Complexity increases both when the rate of change increases and when the amount of things that
are changing around us increase.”
Forecasting the Growth of Complexity and Change - Theodore Modis
59
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Simplifies Business Process
60
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Option 3
Decision Model Diagram
Process Model
is Low is Good = "A"is Low is Bad = ?is High is Good = ?is High is Bad = ?
Conditions Conclusion
Person's DebtPerson's Employment
HistoryPerson's Credit
Rating
Decision Rule Family Table
Additional Conditions
Additional Rows
Simplifies Business Process
61
CONNECT WITH US:
Before Decision Models
After Decision Models
Simplifies Business Process
62
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Process Complexity
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Process Simplicity
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Ø Limited resources, Prioritize § Which process to improve? Back to Metrics… § Customer centricity, customer experience
Ø Find the Low hanging fruit § Show Business value, ROI § Using Objective vs. Subjective - Business analytics
65
But, Where to Start…
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Ø Take swift and informed action Ø Show return and business value quickly
q Quick wins are essential
Ø Don’t fall into analysis paralysis and don’t get bogged down on ‘future state’ debates
Ø You don’t have to boil the ocean…Think big, act small Ø Focus on the greatest constraint based on your business objectives
q Theory of Constraints
‘The Goal’ – Eli Goldratt
66
Take Action
But, it all starts with Models…
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Next Steps
Ø Discovery Workshop
Ø Modeling Workshop
Ø BPM & Decision Management Readiness Assessment
Ø 2 Day BPM Basics
67
CONNECT WITH US:
Ø Governance Ø Process/Decision Ownership Ø Measurements/Metrics Ø Scope (Boiling the Ocean) Ø Architecture Best Practices Ø Testing & Simulation Ø Culture Ø Business Participation & Ownership Ø Methodology Ø Point Solutions Ø ???
68
11 Gotcha’s of BPM
CONNECT WITH US:
Ryan Trollip
practice director, decision management
prolifics | office: (646) 380-2895 | mobile: (774) 641-3666
[email protected] | yahoo IM: rtrollip_prolifics
Howard Webb practice director, advisory & consulting prolifics | office: (646) 380-2948| mobile: (314) 602-3341 [email protected] | yahoo IM: hwebb_prolifics
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Contact Information
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