pewt 2013 presentation new york
TRANSCRIPT
©2013 Bonitasoft
#PEWT2013
©2013 Bonitasoft 2
Agenda
• Bonitasoft and the Process Efficiency World Tour
• Design for disruption: Take an outside-in approach to BPM
• Demo: 360° customer support with Bonita BPM
• Achieving control, compliance & regulation with BPM
• Customer panel
• Interactive demo: Build a process application from scratch
• BPM in action, customer cases: – managing association membership – access rights to Information Systems in large universities– managing insurance cases– human resources in a large organization...
©2013 Bonitasoft 3
What is the PEWT?
• A roadshow of 13 events on 3 continents– Latin America, Europe and Norther America
• An opportunity to learn process application development best practices
• A forum to meet your peers and discuss process improvement initiatives
• All done using real world deployments of Bonita BPM.
4
Who We Are
• 2,500,000 DOWNLOADS
• 120,000 COMMUNITY MEMBERS
• 800 CUSTOMERS
• 130 EMPLOYEES
• 130 TECH & SI PARTNERS
4
What We Do…
HOW WE DO IT.
• Graphical Studio• Business & Tech collaboration• Processes + Apps + Analytics• Process templates
THE BENEFITS.
• Improved collaboration• Fast IT alignment to business• Easy to update & maintain• Immediate ROI
We deliver business efficiency by turning processes into applications
6
Recognition
“I'm still bullish on the BonitaSoft offering – one of the few open source BPM offerings that can engage biz stakeholders.”
Clay Richardson
AW
AR
DS
Design For Disruption: Take An Outside-In Approach To BPMClay Richardson, Principal Analyst
November 5, 2013
© 2013 Forrester Research, Inc. Reproduction Prohibited 17
Circa 2013Circa 2007
© 2013 Forrester Research, Inc. Reproduction Prohibited 18
Welcome to The Age of the Customer
© 2013 Forrester Research, Inc. Reproduction Prohibited 19
Move critical business processes into the cloud
Extend existing packaged apps using BPM
Connect business process improvement with big data analytics
Use BPM methods to improve customer facing business processes
Extend critical business processes to mobile
10%
10%
14%
29%
30%
31%
33%
43%
42%
49%
57%
51%
40%
26%
20%
Significant increase Moderate increase No change Moderate decrease Significant decrease
Source: Global State of Enterprise Architecture Online Survey, Base: 90 Enterprise Architecture Professionals
Over the next 12 months, do you expect to see an increase or decrease in demand for the following BPM related activities?
© 2013 Forrester Research, Inc. Reproduction Prohibited 20
Shift to front office raises new challengesHow should we
respond to competitive threats?
CEO
COO
How can we optimize
operations?
Manager
What best practices should we adopt?
What will our future customer look like?
CMO
Back
Offi
ceWhich competitors should we partner
with?
CEOHow do I find
meaning in the work I do?
Employee
Fron
t O
ffice
© 2013 Forrester Research, Inc. Reproduction Prohibited 21
Front office applications & services
Back, front office, customer-facing
Back office services
Customer-facing applications
© 2013 Forrester Research, Inc. Reproduction Prohibited 22
We interviewed design agencies…
© 2013 Forrester Research, Inc. Reproduction Prohibited 23
Source: TwoWatches.com
© 2013 Forrester Research, Inc. Reproduction Prohibited 24
What is design thinking?
› “Design thinking is a collection of practices that helps teams better identify with customer experiences, and shift from logical problem solving to creative experimentation.”
Source: Forthcoming, “Design For Disruption: Take An Outside-In Approach To BPM”, Forrester report
© 2013 Forrester Research, Inc. Reproduction Prohibited 25
Design Thinking Practices
Systems Thinking Practices• Holistic
• Linkages
• Logic
• Deductive
• Specific
• Context
• Empathy
• Abductive
© 2013 Forrester Research, Inc. Reproduction Prohibited 26
November 2012 “Contextualization”
Design thinking combines context, situation awareness and predictions
Profile
PersonaHistory
Situation
Likely behavior
© 2013 Forrester Research, Inc. Reproduction Prohibited 27
We all have empathy, right?
© 2013 Forrester Research, Inc. Reproduction Prohibited 28
Case example: Retail banking industry
Average customer is 69 years old
Future customer is much younger
Image source: iStockphoto (http://www.istockphoto.com/)
© 2013 Forrester Research, Inc. Reproduction Prohibited 29
Source: Engine Design
Design processes from outside-in perspective
© 2013 Forrester Research, Inc. Reproduction Prohibited 30
Mobile shifted the design focus to easy tasks … which are hard to deliver
Task
Context
Content
Processes
Policies
Transactions
© 2013 Forrester Research, Inc. Reproduction Prohibited 31
Source: Adapted from February 2012 “Mobile Is The New Face of Engagement”, Forrester report
Design thinking underpins systems of engagement
BPM for transactions• Focus on executing high volume
transactions
• Targets structured business processes and systems
• Ideal for slower to change processes
BPM for engagement• Focus on delivering adaptive
user experience
• Targeting unstructured or semi-structured processes
• Ideal for faster-pace of change
• Support new work patterns - mobile, social
© 2013 Forrester Research, Inc. Reproduction Prohibited 32
New metrics focus on conveniences and engagement
Task MetricsProcess Metrics
AbandonmentExceptions
EngagementAdoption
ConvenienceCycle time
© 2013 Forrester Research, Inc. Reproduction Prohibited 33
Your obligation, your imperative› Big wave of customer-facing systems starting
• Find, acquire, engage, understand, nurture, and support customers.
› Brute force coding is expensive, brittle.
• So is purely outsourced approach.
› Introduce new technologies to raise responsiveness for Age of the Customer.
16%
58%
We expect spending to increase for customer-facing applications.
Base: 233 Digital Experience Professionals Source: March 2013, “Digital Experience Delivery Online Survey”
Strongly agree
Agree
Thank you
Clay Richardson
+1 703.584.2630
twitter @passion4process
Use case demo
360 Customer Support
20130919
©2013 Bonitasoft 36
"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers
unhappy on the Internet, they can each tell 6,000 friends.“Jeff Bezos, Amazon.com
©2013 Bonitasoft 43
Actors
Support
General• Jan Fisher• Helen Kelly
Advanced• William Jobs• Walter Bates
Onsite Visit
Scheduler• Anthony Nichols
Technician• April Sanchez• Daniela Angelo• Favio Riviera• Anthony Nichols
©2013 Bonitasoft 44
Case 1 – Receiving a support tweet
Tweet to the support
account
Preliminary Analysis
Case escalation
Request an onsite visit
Schedule a visit Onsite visit Case
closure
User
Jan Fish
er
Jan Fish
er
Anthony Nichols
April Sanch
ez
William Jo
bs
William Jo
bs
©2013 Bonitasoft 45
Case 2 – Case submission via a mail
Mail to the support account
Preliminary Analysis Resolution Case
closure
User
Jan Fish
er
Helen Kelly
William Jo
bs
©2013 Bonitasoft 46
Other channels
• Support forms– Web– Mobile
• Call center
©2013 Bonitasoft 47
Reporting
List of cases
Filter the cases
Cases plotted on
a map
Getting Ideas and Opportunities to Done!
Project Governance and Project Delivery
Ideas Done
eDelta ConsultingSolution Provider to the International Triangle
49
eDeltaConsulti
ng
BAS/CCS
Business and
Technology Solutions
Coming Soon
Bermuda's largest management consulting andbusiness process outsourcing company
Ideas Done
eDelta ConsultingSolution Provider to the International Triangle
50
eDeltaConsulti
ng
BAS/CCS
Business and
Technology Solutions
Coming Soon
Bermuda's largest management consulting andbusiness process outsourcing company
North America – New York / Bermuda / Caribbean
Bermuda / Caribbean / UK Bermuda / UK
Ideas Done
BAS Group Solutions10 Bermuda Based Companies
51
Ideas Done
Getting Ideas and Opportunities to Done!Getting to Done?
52
Ideas and Opportunities Done!
Ideas Done 53
Ideas or Opportunities• Current State• Requirements• End State Goal
Methodology• Project Portfolio Management• Project Management Office• Project Management Life Cycle
Service Desk Application• 10 Companies – One Platform• Multiple Application Interfaces• External Sales Opportunities
Getting Ideas and Opportunities to Done!How we Get to Done
Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) Phase 4 (External Use)
Ideas Done 54
Getting Ideas and Opportunities to Done!What does Done Look Like?
Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) Phase 4 (External Use)
CCS
BASService Desk (POC)
GP
Ideas Done 55
Getting Ideas and Opportunities to Done!What does Done Look Like?
Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) Phase 4 (External Use)
CCS
BASService Desk (Prod)
GP
Ideas Done 56
Getting Ideas and Opportunities to Done!What does Done Look Like?
Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) Phase 4 (External Use)
GP 1 2 3 46
7
8
9
10
BASService Desk (Prod)
CCS
2
3
4
5
Ideas Done 57
Getting Ideas and Opportunities to Done!What does Done Look Like?
Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) Phase 4 (External Use)
External Use (Sales Opportunit
y)
GP 1 2 3 46
7
8
9
10
BASService Desk (Prod)
CCS
2
3
4
5
Ideas Done
Project Governance and Project Delivery
58
o Why Methodology?
o Project Portfolio Management - Governance
o Intake Management – Strategic Alignment
o Integrated Roadmap – Track and Control
o Project Delivery – Project Management Life Cycle (PMLC)
Phase 1 (POC) Phase 2 (CCS) Phase 3 (BAS) Phase 4 (External Use)
Ideas Done
Why Methodology?Process / Workflow
59
Defines how to manage a project. How to get to DONE!
Control a project, ensuring the objectives are realized
Classifies and organizes project management concepts and methods
Guides the Project Manager or Project Lead through project management activities
Step 1
Step 2
Step 3
Done
Ideas Done
Project Portfolio Management (PPM)
60Project Monitoring & Control: Take necessary measures to ensure the operation of the project runs smoothly.
Project Delivery – Project Managers or Leads (PMs & PLs)
Project Management Office (PMO )
Portfolio Management Committee (PMC)
Pro
ject
Go
vern
ance
Intake Manage
ment
Initiation
Planning
Execution
Closure
Project Monitoring & Control – project duration
Business Process
Current State Analysis
Scope Gap Analysis
Business Process
Future State BPM
SDLC Delivery
Ideas Done
Intake ManagementSummary
61
Project
Idea 3
Idea 2
Idea 1
The purpose of Intake
Management is to increase the
quality of service delivery
Alignment with the Project
Management Life Cycle (PMLC)
Ensure clear priorities by
bringing visibility to potential projects
Improve responsiveness
and communications by
tracking new ideas /
opportunities
Manage pro-actively to ensure project scope and
budget requirements are
understood
Ideas Done
Integrated RoadmapSummary
62
The purpose of the Integrated Roadmap
is to provide the most centralized view possible of Project Portfolio
Management (PPM) activities.
Rolling 18-month (plus) forecast of
projects and activities.
Communication forum for Project
Portfolio Management (PPM), distributed to Project
Stakeholders.
Regular reporting will also be hosted on a
common site (SharePoint).
Project Delivery
Integrated Roadmap
Intake Management
Ideas Done
Project DeliveryProject Management Life Cycle (PMLC) - Quality
63
1. How much to spend?
2. How well to build the project?
3. How long to Go Live: vs. Operational effort to support after Go Live!
Time to MarketHow fast?
SpendHow Much?
ScopeWhat is being Delivered?
QualityHow Good?
DONE
Initiation
PlanningExecution
Closure
Ideas Done
Initiation Planning Execution Closure
Project DeliveryProject Management Life Cycle (PMLC) - Process
64
ABSTRACT RealityFacts & Capabilities
DONE
Initiation
PlanningExecution
Closure
Business Process
Current State Analysis
Scope Gap Analysis
Business Process
Future State BPM
SDLC Delivery
Ideas Done
Questions?
65
©2013 Bonitasoft 66
BREAK – 20 Minutes
©2013 Bonitasoft 67
Customer Panel
©2013 Bonitasoft 68
Meet Bonitasoft’s Select CustomersDoug Farmer
IT Architect
Corporation Service Company
Faizan Subhani
Director, Business Analysis
Teach for America
Joel Schaefer
IT Director
Opera Solutions
69
70
DESIGN.
70
Bonita Studio
• BPMN 2.0
• Drag-n-drop application development
• Powerful form builder
• Easy connectivity
71
CONNECT.
71
… to almost any Information System
72
RUN. …in Bonita Portal…
72
& Mobile Desktop
73
…or as a standalone application
73
©2013 Bonitasoft 75
Building an application from scratch
BUSINESS PROCESS
77
Requester Approver Level 1
< $5,000
Approver Level 2
> $5,000
Requester Validation Level 1 Validation level 2
TECHNICAL INTERACTION
78
Requester
REQUESTER
Online Form
Notification
REQUEST INFORMATION
79
Firstname (text)
Lastname (text)
Email (text)
Price (float)
Invoice (Document)
Execution info
Validation (boolean)
©2013 Bonitasoft 122
CORPORATE WEBSITE
Product & Services descriptions,
References, Webinars, White papers
OPEN SOURCE COMMUNITY
Forums, Contributions, Source Code
twitter.com/bonitasoft
facebook.com/bonitasoftbpm
linkedin.com/groups?gid=3182097
youtube.com/bonitasoft
Thank you, and…STAY CONNECTED WITH US!