Achieve Process Innovation

8/13/2019 Achieve Process Innovation

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IBM Software

Thought Leadership White Paper

WebSphere

Achieve process innovation throughbusiness process management

A more thorough approach to BPM interconnects processes throughout yourorganizationand beyond


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2 Achieve process innovation through business process management

The consumerization of IT has ushered in a new age: the era

of the super-empowered consumer. Your customers today have

more choices than ever and low switching costs make it easy for

your customers to seek another vendor if your business does not

meet the rising expectations.

In todays interconnected world, the customer has a louder

voice than everand social media only serves to amplify the

consumers voice. One unsatisfied customer can share her experi-ence with millions of other people in a matter of seconds. And

customer expectations are no longer tied to the industry or to

the market segment of a business. Todays consumer experiences

are transferrable throughout all the business entities with which

that consumer interacts. If an individuals bank has the ability

to provide real-time account information through a mobile

application, the persons expectation is that their insurance

company will provide a similar experience, such as real-time

policy information.

Processes are what turn isolated customer interactions into

holistic customer experiences. The reality of todays empowered

consumer has made it an imperative for you to provide superior

customer interactions at every opportunity. You must deliver

value to your customers at each point of interaction and then

you must use each customer encounter to strengthen the rela-

tionship. But many leaders find it difficult to coordinate the

interactions with customers. These leaders are challenged

to interconnect throughout their own corporate channels,

platforms, processes, departments and silos.

To overcome these obstacles, you must view your customer-

facing processes in a new way. It is no longer sufficient to use a

project approach, in which islands of excellence provide value

but do not optimize the value that waits inherent within your

organization. Business success today demands a coordinated

approach to process management, one that supports corporate

strategy in a more-active manner. Success today demands a

holistic approach, one that optimizes the value delivered

throughout your organization. What is needed is a holistic

approachto business process that provides deep visibilityand

synchronizationin both design and executionacross all processes to

serve the goal of delivering a world-class customer experience. Your

best customers want you to succeed. Give them what they want.

A fresh approach: process innovationProcess Innovation is how organizations use technology to

improve and transformtheir day-to-day business operations.

Expect a transformational approach to business operations that

is enabled by simpleryet powerful governance, visibility and

collaboration. When you can combine structured or improvised

processes with your specific business rules and analyticsand

then interconnect this information throughout departments

something remarkable happens. You gain the ability to provide

a powerful foundation for consistent customer interactions.

When you can engage your business users in process improve-

ment directly, visibility and control improve throughout your

interconnected processes. It becomes easier for your colleagues

to make quick decisions. Process innovation can transform your

business operations right from the start, because it is a more-

systemic approach to visibility, governance and collaboration.

Transformation begins with coordinated visibility. Too often,

silos stifle a companys ability to innovate. And too often,

employees ability to respond to change is inhibited because

business leaders possess inconsistent views of the actual work

that is occurring within their organization every day. Process

innovation takes a holistic approach to process improvementthat enables you to manage for the shared interest of your

organization, rather than simply managing individual islands

of excellence.


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Achieve process innovation through business process management 3

When we improve or create new processes,we get closer to the customer and generatenew revenue sources.

Angelo Figaro, CIO, Renault do Brasil

The recent trend is that an increasing number of corporate-level

roles now focus on cross-functional cohesiveness. This trend

demonstrates the importance of looking beyond the immedi-

ate requirement at hand, in order to ensure a coordinated

approach that delivers higher value to the organization as a

whole. For example, Chief Medical Information Officers specifi-

cally bring together clinical systems from a doctors point of

view. This means bridging diagnostic and laboratory systems,

administrative systems and insurance systems so that the doctors

and nurses have the information at the point of care whenthey treat a patient. In a broader sense, the number of Chief

Compliance Officer roles in companies has increased by an

order of magnitude from 30 in the year 2003 to more than

300 today.1

Functional excellence is needed, but functional excellence is not

sufficient for leaders who wish to achieve and maintain sustain-

able business success. The world has evolved from one in which

bespoke craftsmen created custom-made individual items to a

world in which industrial products can be specialized. But the

world today craves the individual bespoke treatmentyet on a

massive scale. Internally at organizations of every kind, individ-ual contributors must act in the shared interest of the company.

While process innovation is a holistic approach to process

improvement, you can start from any single set of capabilities,

realize value and then build out the solution over time. The

foundation of a strong process innovation approach include

these attributes:

Processes can mix structured and unstructured activities,

according to business needs Business rules and analytics provide flexibility for repeatable

decisions that change frequently Flexible integration interconnects applications and services

throughout the organization

Put the BPM in process innovationYour processes are what make up your organization. It is your

business processes that enable you to successfully execute upon

your business strategy and ultimately embody your companys

true source of differentiation. Business Process Management

(BPM) is a core discipline of process innovation.

Organizational leaders seek ways to drive measured growth and

meet rising customer expectations. At the same time, IT teams

require the ability to deliver greater flexibility to their business

while they manage costs. These needs are converging, pushing

organizations towards an interest in BPM solutions.

All businesses today have process inefficiencies. An estimated

USD488,000,000,000 has been lost by theFortune 500compa-

nies just in process inefficiencies.2What if you can save just five

percent of the funds that are wasted on process inefficiencies at

your company and re-invest that money into innovation for the

business? Start with one process project, gain the result andmove on to other BPM projects.


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5Achieve process innovation through business process management

Seek out visibility.You cannot improve what you cannot see.

Get the visibility you need to make a positive difference for

your business. Business process management from IBM offers a

performance data warehouse that empowers business users, who

can more easily optimize business processes. Monitoring and

analytics are clearly presented and built-in performance data

delivers the near-real-time visibility that creates value rapidly

Seek out meaningful governance.Manage change confidentlywith governance that makes a difference in the real world. The

IBM approach to governance delivers a unified, model-driven

environment that helps you to stay in synch throughout the

entire lifecycle, from model design to deployment. Centralize

process deployment visibility and control throughout all your

environments with a BPM repository that is unlike any other.

Seek out collaboration.Work is not done in a vacuum. People

need to interact, share ideas, ask questions, seek help and share

best practices. As work becomes even more spontaneous and

unstructured, collaboration capabilities give your workers the

ability to quickly get the help they need to move work forward.

This requires simplicity and ease of use to ensure that the

non-technical business users are engaged in process improve-

ment. IBM business process management solutions offer rich

and intuitive collaboration capabilities that help business users to

collaborate. They can even identify a subject matter expert and

interact with that expert in the moment, when help is required.

IBM Blueworks LiveOrganizations handle process discovery in a variety of ways,

ranging from structured to unplanned. Typically, it is common

for process discovery to be done rather informally using penand paper, or employing a simple spreadsheet to document and

understand the current-state process.

IBM Blueworks Live is an innovative software-as-a-service

(SaaS) offering that enables a regular business person who

has little technical skill to automate processes that he might

currently run over email. This ability gives that business

person more control and improved productivity using a social,

collaborative approach.

Blueworks Live combines the best of two previous IBM BPM

in the cloud offerings: the community from BPM BlueWorksand the process documentation of BPM Blueprint. On top of

that, Blueworks Live adds in exciting automation capabilities to

create a first-of-its-kind offering to help you improve processes.

Employ the lens of process improvement to improve business

agility at your organization. IBM Blueworks Live is accessible

enough for the masses and powerful enough for your most avid

process analysts. Expect institutionalized innovation and quick

adoption.

The performance of IBM BlueWorks Live helps you to manage

the unstructured series of activities of your business people

activities that currently are conducted through documents

and spreadsheets. With IBM Blueworks Live, you can gain the

benefits of visibility, understanding, insight and control. When

you possess one shared repository of your business assets, you

can take action toward more-knowledgable, business-led change.

With Blueworks Live, the result can be dramatic: business

agility, more quickly achieved.

A case study: IBM process innovation and BPM in action

Jiangning District (Jiangning) is an emerging, modern Chinese

city with the vision of being a technology hub. City leaders

desired to support urban growth. They wanted to deploy a


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digital urban management system to optimize unit grid, urban

facility and event management. City management had the

necessary technology infrastructure, but the solution was

complex and posed several challenges, including:

Difficulty obtaining accurate information because of a lack of

collaboration among key functional departments, dispersed

data collection centers, diverse processing departments and

dated information Inefficiencies because the organization handled major business

processes manually Inability to adhere to local mandates because they required

greater visibility into the business processes

These challenges made it difficult for Jiangning to achieve the

required precision management target and represented obstacles

to the leaders vision of growth. Jiangning leaders began looking

for robust software solutions to integrate systems, improve col-

laboration among functional departments and offer a compre-

hensive view of business processes to line-of-business (LOB)

management. City leaders turned to the only business process

management (BPM) vendor that could offer such integration

along with the visibility required: IBM.

IBM delivered an integrated solution with a low total cost

of ownership (TCO). This IBM solution will begin delivering

significant benefits to the district within just four months.

The city gained a competitive advantage.Jiangning evaluated

a number of competing solutions before deciding on IBM.

The district chose IBM solutions because they provided proven

expertise and superior architectural design. City leaders appreci-

ated IBM leadership in SOA-based industry solution frameworks

and the Smarter Cities solution. Jiangning city teams received

deep consultation services and leading solution and product

enablement and were able to experience right away the exciting

IBM capability in human-centric process solutions in city

management.

The city improved alignment, scalability and visibility.The IBM solution helps Jiangning leaders to align with federal

and local government mandates while the leaders deliver the

scalability and flexibility their colleagues and partners required.

The IBM solution provided greater visibility into processes

for both line-of-business and management stakeholders.

Jiangning leaders were able to integrate key processes to

improve efficiency. With process innovation and business pro-

cess management from IBM, these leaders enabled the sharing

of relevant information throughout crucial decision points.

IBM Business Process ManagerIBM Business Process Manager provides federated visibility

throughout all participants in a process. The result: empowered

knowledge workers who can control the work that they perform

Designed to enable business-led change, IBM Business Process

Manager is simple enough to engage process participants,

regardless of their role, yet powerful enough to scale to support

enterprise-wide transformation. This IBM solution includes

tooling and run-time to help you model, assemble, automate,

monitor and optimize your business processes. Expect compre-

hensive, fully-interoperable and consumable business process


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management for service-oriented architecture (SOA) and

non-SOA environments. IBM Business Process Manager

provides visibility and management of your business processes.

The solution is designed to be easy to deploy, so you can use

IBM Business Process Manager

Business SpaceOptionalMicrosoftAdd-ons

PortalCoachesMobile

BPMN Process Rules Performance

Data Warehouse BPEL ESB Adaptors

Measure

Improve

Deploy

Define

Governance / Visibility

Social

NEW

Process Server

Repository

Process Center Network Multiple Process Centers

Core BPM Advanced Integration

Process Designer /Optimizer

Process CenterConsole

IntegrationDesigner

Versioned Assets

Shared Assets Server Registry

it immediately upon receipt, or you can use this IBM solution

in an easily customizable configuration. Time-to-value is rapid.

User productivity can begin to improve right away.


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To empower business users, IBM Business Process Manager

provides easier, more-intuitive access. Your business users can

prioritize and work efficiently with tasks. A process coach guides

your business users through the steps of a process, further

streamlining task completion. With built-in monitoring and ana-

lytics, business users can more-easily optimize business processes

through simulations and comparisons. IBM Business Process

Manager fosters greater collaboration between business and IT.

A unified model-driven environment makes it possible for yourcolleagues to seeand to work fromthe same process version.

This enables the people who know your business best to manage

change confidently.

IBM Process Center delivers centralized

visibility and governanceStrong governance holds great potential to drive competitive

business success. The best approach to governance is one

that can provide the repeatable and reliable security your team

needs to manage change with more confidence, even in todays

complex and dynamic environment.

IBM Process Center is an asset repository unlike any other.

IBM Process Center is a smart BPM repository that central-

izes process deployment visibility and control throughout your

environments. This makes management of process change easier

and provides consistency and repeatability to ensure that your

processes execute as designed.

The IBM approach to governance delivers a unified, model-

driven environment that helps you to stay in synch throughout

the entire lifecycle, from model design to deployment. This

fosters a collaborative environment in which process designers

and integration developers can take advantage of each others

work, and provides you with a governance mechanism that

makes it easier for business users to control and share processes.

The IBM dif ference: A BPM repository unlike any other

Better govern the deployment of process and services

to production runtime throughout your environments

using centralized control.

Employ a scalable repository and control center to manage

the process artifacts, applications and services that are

created as part of your BPM program.

Change with confidence to ensure that your processes

are repeatable, more reliable and more secure.

Use a shared library of all process assets that facilitates

drag-and-drop reuse and collaborative implementation.

Install and track deployed versions of multiple processes

throughout a variety of runtime server environments.

A fresh approach to BPM can create

business successIn todays business environment, adaptability itself could well

become your companys biggest competitive advantage. That is

why IBM offers an approach to BPM that is specifically designed

to drive adaptability and transformation, even when budgets are

restricted. Designed to deliver the insight you need to manage

business processes, IBM software offerings are of interest to

leaders who wish to achieve results quickly.


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Many leaders who introduce IBM process innovation to their

employees are surprised at how quickly the BPM tools are

embraced by employees. IBM puts a strong focus on human

behavior along with a longstanding focus on technology.

The IBM team knows that your best employees possess the

knowledge and the desire to improve their daily work processes.

Now, as easily as they send an instant message to a friend, these

employees can add value to your business. As quickly as they

send a Twitter update, the individuals in your workforce canreveal to you what they know about your most-complex business

processes.

BPM is not just about technology. BPM is about changing the

culture of your organization to be process-aware. To succeed in

this endeavor requires deep engagement and participation from

all participants. That is why the IBM team has taken a great deal

of focused effort to make sure that IBM products do more than

deliver the functions that are required to do business at scale

these daysthese products help you to optimize how those

functions manifest themselves within your organization. You

learn how people use the functions and which people willwant to use a particular function. Do not settle for less when

you select enterprise software. Position yourself for success.

IBM products are specifically designed to foster a high level

of engagement in the software.

The redesigned IBM Process Portal provides an engaging interface that delivers customized information to users.


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BPM is a common starting point for process innovation initia-

tives. IBM Business Process Management works together with

other components of the process innovation portfolio, providing

a robust process solution that brings together BPM, business

rules, business events, analytics and Integration to fully optimize

processes throughout your organization. Combine structured or

improvised processes with your organizations unique business

rules and analytics, and then interconnect this information

throughout departments. Take advantage of an approach toprocess management that is singularly powerful because it har-

nesses the desire of knowledgeable individuals to make business

betterand does so in a continuous, intuitive manner. Take

action to provide a powerful foundation for consistent customer

interactions.

Software services help your organization

to thriveIBM Software Services for IBM WebSphere offer more than

just incremental process improvements; these IBM software

services deliver smarter processes that create smarter work effort.Expect visibility of your business processes. Expect the expertise

that helps you drive change with confidence and flexibility.

The methodology of software services for WebSphere delivers a

foundation that supports your constantly changing, dynamic

business environment. In todays challenging economic times,

you must realize rapid time-to-value for your technology invest-

ments. This software-services team helps you to accomplish

that goal.

Next stepsBusiness transformation need not be difficult, expensive or slow

to deliver. When the nature of change is seamless and accessible,

true business transformation can begin. Real growth can be

fostered.

With business process management software from IBM, you

get a fast path to value. Some customers see substantive returns

in as little as three months. Customers who deploy onIBM System z are primed for especially fast success. The

sooner you engage IBM, the sooner your business transforma-

tion can begin. There is no reason to delay; IBM offers a variety

of ways to learn more, to engage quickly and to encourage rapid

time-to-value.

Get a trial at no chargeof IBM Blueworks Live at

Blueworkslive.com

Try IBM Business Process Managerat no charge. Visit the

SOA Sandbox at ibm.com/developerworks/downloads/

soasandbox/ibmbpm.html

Sign upfor a three-day process improvement workshop. Your

IBM representative or IBM Business Partner can help schedule

this collaborative meeting that brings together your business and

IT representatives with experts from IBM. Assess opportunities

to improve a specific process. Open up your stakeholders to new

ideas; give them a more detailed understanding of your existing

business and identify a clear path for improvement.

Find the best entry point.Discover BPM services from

IBM to help you get started in an expeditious manner. Visit:ibm.com/developerworks/websphere/services/discoverbpm.html
http://www.ibm.com/developerworks/downloads/soasandbox/ibmbpm.htmlhttp://www.ibm.com/developerworks/downloads/soasandbox/ibmbpm.htmlhttp://www.ibm.com/developerworks/downloads/soasandbox/ibmbpm.htmlhttp://www.ibm.com/developerworks/websphere/services/discoverbpm.htmlhttp://www.ibm.com/developerworks/websphere/services/discoverbpm.htmlhttp://www.ibm.com/developerworks/websphere/services/discoverbpm.htmlhttp://www.ibm.com/developerworks/downloads/soasandbox/ibmbpm.htmlhttp://www.ibm.com/developerworks/downloads/soasandbox/ibmbpm.html


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Notes


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For more informationLearn more about IBM business process management software

at: ibm.com/bpm

Additionally, IBM Global Financing can help you acquire

the software capabilities that your business needs in the most

cost-effective and strategic way possible. Well partner with

credit-qualified clients to customize a financing solution to

suit your business and development goals, enable effective cash

management, and improve your total cost of ownership. Fund

your critical IT investment and propel your business forward

with IBM Global Financing. For more information, visit:

ibm.com/financing

Copyright IBM Corporation 2012

IBM CorporationSoftware GroupRoute 100Somers, NY 10589 USA

Produced in the United States of AmericaJune 2012

IBM, the IBM logo, ibm.com, Blueworks Live, WebSphere, and System zare trademarks of International Business Machines Corp., registered inmany jurisdictions worldwide. Other product and service names might be

trademarks of IBM or other companies. A current list of IBM trademarksis available on the web at Copyright and trademark information atibm.com/legal/copytrade.shtml

This document is current as of the initial date of publication and maybe changed by IBM at any time. Not all offerings are available in everycountry in which IBM operates.

It is the users responsibility to evaluate and verify the operation of anyother products or programs with IBM products and programs.

1 Rethinking Marketing, JanuaryFebruary 2010Harvard Business Review

2Tech CEO Council Report Oct 2010: BPM improvements can beexpected to yield savings of up to 5% of sales; CNN Money U.S.Fortune 500 Revenues, May 2010

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