1. ©2013 Software AG. All rights reserved.©2013 Software AG. All rights reserved.
Bhavesh Joshi
Director, Global Cashflow
Baker Hughes
John Crupi
Vice President, R&D
Software AG
Dave Brooks
Vice President, Solutions
Intelligent Business Operations
Software AG
October 9, 2013
Building a Glass House
Bringing Visibility to the Organization
Without Bringing Down the House

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Today’s Discussion
• Set the Stage: Intelligent Business Operations
• Baker Hughes: Order To Cash Project
Before / After / Benefits / Technology
• Panel Discussion: Lessons Learned & Use Cases
Bringing Visibility to the Organization Without Bringing Down the House
• Ways of Getting Started (or continuing your journey)

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Real Time vs. Real Value

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Intelligent Business Operations

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What Do We Mean By Intelligent Business Operations?
Measuring leading indicators increases Visibility and Agility
Financial Performance
Cycle time
Customer satisfaction
Error rate
Process cost
Delivery reliability
Operational Performance gives you the What,
How & Why behind the important numbers
Revenue Cash Flow
EBITROA
Gross Margin

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Intelligent Business Operations (IBO)
Observe Decide Act
D E C I S I O N P R O C E S S
Environment and Influencers
Data
Context Improve
Automate
Sensors
Apps &
Systems
Public
API
SaaS
APPS

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IBO Use Cases focus on Operational Decisions
Time to
Decide
& Act
Decision
Type
Business Reviews
Alliances Strategy
Markets and
Products
Business Planning
Products & Price
Cost of Goods Sold
Cost-Benefit Analysis
Quality of Service/
Customer
Satisfaction
Order & Payment Tracking
Partner SLA Tracking & Mgmt
Credit Approval Management
Exception Management
Theft Detection & Prevention
Insurance Claim Processing
Customer Experience
Management
Inventory & Asset Tracking
Business Process Monitoring
Dynamic Resource Management
UseCases
Years Months Weeks Days Hours Minutes
Second
s
Strategic & Tactical Operational

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Business Value Track:
Intelligent Business Operations
Order to Cash | BAKER HUGHES

9. The Project
• 9 Divisions
becoming 1
company: One
Baker Hughes
• Focus on the
Order to Cash
process
• “Rules Before
Tools”
• Enterprise level
project
• Significant Change
Management
• Part of BPM
journey

10. Before
• No global,
standard Order to
Cash process
• Exceptions and
discrepancies in
early stages of the
process resulted
in significant
rework and effort
when it came
time to invoice
the customer
• Inefficiencies
impacted overall
Order to Cash
cycle time

11. After
• Uniform Order to
Cash Processes
around the world
• Dedicated team
from Sales Ops,
Finance & IT for
implementation,
training & change
management
• Rule-based Alerts
drive action
• Business Process
Instrumentation
monitors events
across the entire
process

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Project Magnitude
Note: the numbers represent key process users

13. Benefits
• Global standards
facilitate best
practices
• Visibility &
transparency
drives
operational
accountability
• Cross-functional
personnel know
when appropriate
action is needed
• Streamlined
process helped
decrease Days
Sales Outstanding
by 1.5 days

14. Technology
• Integration points
Synch & Service
XML interfaces
(technology
agnostic) – no direct
connects
• Transport e-mail;
Broker webMethods;
Translation Layer
SAP
• Analytic Engine
monitors process-
intrinsic metrics
and business KPIs in
real-time
• System can learn
what’s “normal” by
day of week and
week of month
• Feeds SAP Business
Objects for the
dashboard

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How Do You Deliver the Right Amount of Transparency?
http://www.treehotel.se/en/location
http://www.metmuseum.org/saraceno

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Panel Topics
How does
Operational Visibility
drive behavior?
Once you move the
needle, how do you
make it stick?
Rules before Tools:
What rules are the most
important to get right?
How do you decide
“which walls should
be the glass walls”?
What challenges did you face
rolling out this kind of program?
What were some
unexpected
surprises
(good ones)?

17. ©2013 Software AG. All rights reserved. For internal use only17 |
Questions?
For further information, please contact:
Bhavesh Joshi
Director, Global Cashflow
Baker Hughes, Inc.
Phone: 281-209-7383
e-mail: bhavesh.joshi@bakerhughes.com
Dave Brooks
Vice President, Solutions
Intelligent Business Operations
Phone: 650-270-6023
e-mail: dave.brooks@softwareag.com