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Utilizing Predictive Modeling to Meet Business SLAsIBM World of Watson 2016By Mike Monteiro, ECM Consultant and Marty Gulewicz, Engagement Manager

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The Importance of Being on Time

2. Uphold service level agreements (SLAs)§ Workers need them to understand

their performance§ Managers need them to plan work§ Clients expect them to be met

1. Late completion of banking processes results in…§ Regulatory fines§ Reputational risks (clients and regulators)§ Challenges collecting fees

3. Tactical information/awareness § Where am I now? § How can I react?

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Service Level Agreements (SLAs)

§ Measure teams on overall SLA adherence

§ Track tasks in danger of missing SLA

§ Take action before a task is overdue

If we all do our job, we will succeed!

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Tactical Information (Reactionary)

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What if you could predict when work would complete?

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Predict When a Task Will Complete

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Building a Predictive Model for ETC

1. COMPLETED TASKS

TASK COMPLETION

HISTORY

Collect completed tasks and case properties.

3. UPLOAD FORECAST

MODELUpload forecast model to IBM Bluemix.

4. SEND TASK

5. ESTIMATE TASK

COMPLETION DATE

Estimate new task ETC using the forecast model.

Build forecast model relating ETC to case and task properties.

2. TRAIN FORECAST

MODEL Modeler

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Model Training

§ Predict time-to-complete using SPSS forecasting model

§ Identify most important variables to monitor

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Manage at the Task Level

Manage risk and take action.

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Manage at the Case Level

Provide visibility to managers and case owners.

Roll each task forecast up to the case level.

React to potential customer concerns.

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Quick Review

You can build predictive tools into case solutions to manage the risk of overdue work.

ETC is an important measure of the health

and success of a business case.

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Mike Monteiro

THANKYOU

@da_global_gypsy

mgulewicz@pyramidsolutions.comMarty Gulewicz

@PyramidECM#PyramidSolutions

Pyramid Solutions, Inc.