Se ha denunciado esta presentación.
Se está descargando tu SlideShare. ×

Uwe Koch from Talanx - Talanx - our journey to the digital world of insurance with the help of process automation - Camunda Day Oslo 2018

Anuncio
Anuncio
Anuncio
Anuncio
Anuncio
Anuncio
Anuncio
Anuncio
Anuncio
Anuncio
Anuncio
Anuncio

Eche un vistazo a continuación

1 de 53 Anuncio

Uwe Koch from Talanx - Talanx - our journey to the digital world of insurance with the help of process automation - Camunda Day Oslo 2018

Descargar para leer sin conexión

Talanx is Germany's third largest insurance group that is active in more than 150 countries. From the beginning of introducing a service oriented architecture in heterogeneous it-systems to the first step into a microservice world you will get an impression of our digital efforts to automate processes. You will learn why we think that BPMN/DMN is a key feature of the business IT alignment as well as how Talanx uses the Camunda engine in different scenarios.

Talanx is Germany's third largest insurance group that is active in more than 150 countries. From the beginning of introducing a service oriented architecture in heterogeneous it-systems to the first step into a microservice world you will get an impression of our digital efforts to automate processes. You will learn why we think that BPMN/DMN is a key feature of the business IT alignment as well as how Talanx uses the Camunda engine in different scenarios.

Anuncio
Anuncio

Más Contenido Relacionado

Presentaciones para usted (20)

Similares a Uwe Koch from Talanx - Talanx - our journey to the digital world of insurance with the help of process automation - Camunda Day Oslo 2018 (20)

Anuncio

Más de camunda services GmbH (20)

Más reciente (20)

Anuncio

Uwe Koch from Talanx - Talanx - our journey to the digital world of insurance with the help of process automation - Camunda Day Oslo 2018

  1. 1. Talanx - our journey to the digital world of insurance with the help of process automation Uwe Koch, Enterprise-Architektur und Security Talanx Systeme AG, Camunda Day Oslo, June 21th 2018
  2. 2. Talanx - our journey to the digital world of insurance with the help of process automation2 The Talanx Group  With premium income of EUR 33.1 billion (2017) and about 22,000 employees, Talanx is one of the major European insurance groups.  Industrial insurance: One of the major providers of commercial lines in Germany, excellent position in major European markets  Life insurance: Belongs to the largest life insurers in Germany  One of the leading bancassurance providers in Germany  Reinsurance: Global player with Hannover Re as one of the leading reinsurers in the world  Investments: EUR 118.7 billion*  Financial strength ratings: Standard & Poor’s: A+/stable (strong)** A.M. Best: A/stable (excellent)*** * as at 31.12.2017 ** Talanx Primary Insurance Group *** Talanx AG and its major operating subsidiaries
  3. 3. Talanx - our journey to the digital world of insurance with the help of process automation3 The Talanx Group  Talanx operates in five business areas:  Retail Germany  Retail International  Industrial Lines  Reinsurance (Property/Casualty Reinsurance, Life/Health Reinsurance)  Financial Services  The Talanx Group can look back on more than one hundred years of experience, yet we are a young, dynamic company  Talanx is active in about moren than 150 countries with a workforce numbering some 22,000 employees as of year-end 2017  Talanx headquarters is based in Hannover
  4. 4. Talanx - our journey to the digital world of insurance with the help of process automation4 Talanx Group: Five business areas Industrial Lines Retail International Financial Services ReinsuranceRetail Germany
  5. 5. Talanx - our journey to the digital world of insurance with the help of process automation5 Our ranking in Germany: Unchanged on rank 3 Source: Own presentation based on annual reports As at: 15.03.2018 Rank Company/Group Gross premiums (EUR billion) 2017 2016 2017 2016 1 1 Allianz 119.5 116.2 2 2 Munich Re 48.9 48.9 3 3 Talanx-Konzern 33.1 31.1 4 4 R+V1 14.8 14.8 5 5 Debeka1 9.8 9.8 6 6 VKB Versicherungskammer Bayern1 7.8 7.8 7 7 HUK1 6.9 6.9 8 8 Signal Iduna1 5.6 5.6 9 9 Gothaer1 4.4 4.4 10 10 W&W1 4.0 4.0
  6. 6. Talanx - our journey to the digital world of insurance with the help of process automation6 2017 among the 7 largest insurance providers in Europe 1 2 3 5 4 6 10 8 9 7 1 2 3 4 5 6 7 8 9 10 2017 | 2016 Gross premiums (EUR billion) Allianz AXA1 Generali1 Prudential2 Munich Re Zurich CNP3 Aviva3 Swiss Re 50.3 119.5 94.2 68.5 49.1 41.3 33.1 32.5 31.6 31.5 1 prior-year‘s figures 2 gross written premium 3 preliminary figures Source: annual reports, as at 15.03.2018
  7. 7. Talanx - our journey to the digital world of insurance with the help of process automation7 Talanx worldwide – subsidiaries and branches 5 continents about 150 countries 22,000 employees worldwide (As at December 2017) 10,700 employees outside Germany (As at December 2017) America Europe HU Hungary SK Slovakia Africa Asia/Pacific AR Argentina AT Austria IE Ireland TR Turkey ZA South Africa BH Bahrain BM Bermuda BE Belgium IT Italy UK UK CN China BR Brazil CH Switzerland LU Luxembourg Australia IN India CA Canada CZ Czech Republic NL Netherland AU Australia JP Japan CL Chile DE Germany NO Norway KR Korea CO Colombia DK Denmark PL Poland MY Malaysia MX Mexico ES Spain RU Russia SG Singapore PE Peru FR France SE Sweden TW Taiwan US USA GR Greece UY Uruguay
  8. 8. Talanx - our journey to the digital world of insurance with the help of process automation8 Focus of digitalization is on improving the grade of automated processing Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Protocol/ Archive Result- communication Manual processing Automated processing Work list Initialization Work list Work processing Finalization @ Batch www
  9. 9. Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Initialization @ www Talanx - our journey to the digital world of insurance with the help of process automation9 The quality of the input data is the base for a successful process automation manual processable work automatic processable work M M M Work list Input data quality and quantity  input channels differ in data quality and quantity (e.g. unidirectional communication)  Improvements: plausibility checks / scanning, indexing and validation (input management) A A A M = manual part A = automated part Low specificated tasks High specificated tasks
  10. 10. Talanx - our journey to the digital world of insurance with the help of process automation10 Manual processing via UI vs. Automated processing via service API Protocol/ Archive (Result-) Communication Batch Business application Services Clerk Processes Work processing Finalization Synchronisation  Always sync state of automated process in a work list item, viewable by the clerk. Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Initialization @ www manual processable work automatic processable work M M M Work list A A A
  11. 11. Talanx - our journey to the digital world of insurance with the help of process automation11 Manual processing via UI vs. Automated processing via service API Protocol/ Archive (Result-) Communication Batch Business application Services Clerk Processes Work processing Finalization Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Initialization @ www manual processable work automatic processable work M M M Work list A A A Focus
  12. 12. Process Engine  Orchestrate service calls to build a real business workflow  Started with ApplyInsurance, CancelInsurance, RefurbishInsurance ESB – Enterprise Service Bus  Central infrastructure to use and deliver services  Transparency of service host system  Transactionality (garantee of service execution) – retry mechanism  Monitoring, reporting Talanx - our journey to the digital world of insurance with the help of process automation12 Batch „Integration happens exactly when nationality doesn‘t play any role“ Marina Zuber Integration data models and services group wide  Objects (Partner, Policy, Mandate, …) and  Services (PartnerSearch/-Modify, MandateProcessing…)  Start: UML Modelling (today: DSL, text based)
  13. 13. Milestones of process automation 1/2 Integration architecture with process automation  Data & service modelling  SOA , ESB, BPEL notation12012 Talanx - our journey to the digital world of insurance with the help of process automation13 • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea)
  14. 14. Milestones of process automation 1/2  Data & service modelling  SOA , ESB, BPEL notation Talanx - our journey to the digital world of insurance with the help of process automation14 Process automation is reliable and useful Integration architecture with process automation12012 • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea)
  15. 15. Milestones of process automation 1/2  Data & service modelling  SOA , ESB, BPEL notation Talanx - our journey to the digital world of insurance with the help of process automation15 Process automation is reliable and useful Monitoring / reporting in the works Integration architecture with process automation12012 • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea)
  16. 16. Milestones of process automation 1/2  Data & service modelling  SOA , ESB, BPEL notation Talanx - our journey to the digital world of insurance with the help of process automation16 Process automation is reliable and useful Monitoring / reporting in the works Need for automation increases heavily Integration architecture with process automation12012 • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea)
  17. 17. Milestones of process automation 1/2  Data & service modelling  SOA , ESB, BPEL notation Talanx - our journey to the digital world of insurance with the help of process automation17 Process automation is reliable and useful Monitoring / reporting in the works Need for automation encreases heavily Automation costs, scaling, skill Integration architecture with process automation12012 • ApplyInsuranceProcess • CancelInsuranceProcess • Long running RefurbishInsuranceProcess ( 2 part idea)
  18. 18. Milestones of process automation 1/2 PoC Camunda (inkl. port ApplyInsurance- Process)  Blackbox migration  BPMN, Java, Websphere,ESB22014 Talanx - our journey to the digital world of insurance with the help of process automation18 Check integration capacity  ESB pattern (sync, async, async-callback)  Java development process, deployment  Websphere, Oracle operation  BPMN modelling  Cockpit plugin: monitoring  (release upgrade process engine, support check)  1:1 port ApplyInsuranceProcess (test stage)  Data & service modelling  SOA , ESB, BPEL notation Integration architecture with process automation12012
  19. 19. Milestones of process automation 1/2 PoC Camunda (inkl. port ApplyInsurance- Process)  Blackbox migration  BPMN, Java, Websphere,ESB22014 Talanx - our journey to the digital world of insurance with the help of process automation19 Check integration capacity  ESB pattern (sync, async, async-callback)  Java development process, deployment  Websphere, Oracle operation  BPMN modelling  Cockpit plugin: monitoring  (release upgrade process engine, support check)  1:1 port ApplyInsuranceProcess (test stage)  Data & service modelling  SOA , ESB, BPEL notation Integration architecture with process automation12012
  20. 20. Milestones of process automation 1/2 Architecture approval Camunda  Maintenance costs + ROI migration efforts32015 Talanx - our journey to the digital world of insurance with the help of process automation20 PoC Camunda (inkl. port ApplyInsurance- Process)  Blackbox migration  BPMN, Java, Websphere,ESB22014  Data & service modelling  SOA , ESB, BPEL notation Integration architecture with process automation12012
  21. 21. Milestones of process automation 1/2 Architecture approval Camunda  Maintenance costs + ROI migration efforts32015 Talanx - our journey to the digital world of insurance with the help of process automation21 PoC Camunda (inkl. port ApplyInsurance- Process)  Blackbox migration  BPMN, Java, Websphere,ESB22014  Data & service modelling  SOA , ESB, BPEL notation Integration architecture with process automation12012 Digital car insurance ApplyInsuranceProcess42016
  22. 22. „Originally we just looked out to automate our processes…“ 22 Foto: petraraab.blogspot.com Culture Organisation Methods Technology Architecture Businessmodel Process- automation Process automation means also organisational change management  Business processes encompass essential parts of value creation chain. So if business processes are being changed, this does have considerable effects on the whole business.  Hence being successful on process automation means also considering the respective disciplines. Talanx - our journey to the digital world of insurance with the help of process automation
  23. 23. Agile procedure models (extract) Kanban as base for agile project management „If you want another result – change your approach“ Extreme Programming (XP) Scrum Kanban Agile Unified Process … Kanban recommends that something must be done, but doesn‘t regulate how it is done. 23 Talanx - our journey to the digital world of insurance with the help of process automation23
  24. 24. Division IT Project 1 Project 2 Task … Production/ Projects Solution space: Process workshop Implementation Output Automated process A Semi-automated process B Monitoringandsupervisingofprocesscosts 1.Receiving task/ process 3. Feedback / confirmation of methods an prototype 2. Process modelling, testing methods, specifications and solution patterns 4. Assigning implementation Process workshop: Iterative und interdisciplinary optimization of processes A collaborative approach with „garage“ character „Process workshop“ seen as a process Interdisciplinary core team consisting of business analysts, process manager, process implementers, experts from involved subject areas 24 Culture 24 Talanx - our journey to the digital world of insurance with the help of process automation
  25. 25. From process to solution Gradually increasing the degree of maturity in design 25 Methods Creative approaches for finding solution patterns and achieving an optimized process flow 1 High-level precision in finalizing process design and implementation E2E view 2 Talanx - our journey to the digital world of insurance with the help of process automation Process workshop
  26. 26. „A model becomes alive…“ 26 Talanx - our journey to the digital world of insurance with the help of process automation Technical business model Focusses on automation (Camunda) 3 Process- and service implementation Java, technical refinements of the model, continuous feedback for the business 4 Process workshop & IT
  27. 27. BPMN (Business Process Model and Notation) models capture Talanx Talanx - our journey to the digital world of insurance with the help of process automation27
  28. 28. BPMN (Business Process Model and Notation) „Language is the dress of thought.‘‘ Functional process Modeling in the process workshop  Business analysts  Represent the funcional process in BPMN  From continuous text to models Process implementation team  Common tooling  Implementation starts on base of the functional model  No interpretation of the model by the developer  Common processable language BPMN  Understandable processes for both sides  Process monitoring via console  Errors can be analyzed and fixed together Business – IT alignment – next generation Technical process Talanx - our journey to the digital world of insurance with the help of process automation28 Samuel Johnson
  29. 29. DMN (Decision Model and Notation) Advantages similar to BPMN Talanx - our journey to the digital world of insurance with the help of process automation RulesBusiness defines rules  Simple look of rules  Responsible for rules  From continuous text to tables Process implementation team  No media disruption  1:1 use of table rules as base of the implementation  No misunderstanding / interpretation of rules by the development team Business – IT Alignment – Next Generation  Processable rules understandable for all  Analogy by BPMN for processes  Monitoring of rules in cockpit view 29
  30. 30. Example ApplyInsuranceProcess (car) – a complete digital product 30 Talanx - our journey to the digital world of insurance with the help of process automation Input channels  HDI.de  Check24 (comparison portal)  Agents portal NaFi
  31. 31. New business models opened up new markets 31 Business model Current Functionalities (2016)  TÜV certified registration process with postal PIN transmission  Login and logout process  Display and administration of personal data  Contract overview (automobile online products)  Display of contract details  Digital access to correspondences  Downloading documents  View and change address/ bank data  Make contact in case of claims  Start a correspondence  Broad Q&A concept (in order to reduce further inquiries)  Responsive webdesign  Bank data validation  Change payment method  Extended automatic reminder and tracking  Update user and contact data  Change automobile tariff criteria Talanx - our journey to the digital world of insurance with the help of process automation
  32. 32. Keep it simple ? In any case from customers view! Enhancement New Roles & Resps. Policy mgmt SAP(car) Firewall Quotation System Partner Calculation Access Protection Archive API Gateway Intranet DMZ ESB Work List Portal Firewall hdi.de Portal Internet hdi.de Check24.de 32 Talanx - our journey to the digital world of insurance with the help of process automation 724365 Basic Infrastructure Established Systems Processes (Camunda)
  33. 33. 33 Hollywood movie: Marilyn Monroe, Tony Curtis, Jack Lemmon Talanx - our journey to the digital world of insurance with the help of process automation „Some like it hot“ - Camunda heatmap
  34. 34. „I did it my way“ – plugin Camunda Cockpit CSV Export Talanx - our journey to the digital world of insurance with the help of process automation34 Song: Frank Sinatra
  35. 35. Autumn‘s attempt in process automation was quite successful Implementation of BPMN-based processes in renewed system landscape  Already during the design phase high transparency ist given for all parties involved  Defects and optimisation possibilities in productive operation can be identified through all involved service provider:  Simultaneous a significant increase in automatic processing and processing volume is made within a few weeks  Already in the third month after GoLive the automatic processing rate of most selling distributor was 97%. 35 0 10 20 30 40 50 60 70 80 90 100 4644 5250484240 Rate Parts Talanx - our journey to the digital world of insurance with the help of process automation
  36. 36. E2E Monitoring is more than monitoring the automated part Enhancement New Roles & Resps. Policy mgmt SAP(car) Firewall Quotation System Partner Calculation Access Protection Archive API Gateway Intranet DMZ ESB Work List Portal Firewall hdi.de Portal Internet hdi.de Check24.de 36 Talanx - our journey to the digital world of insurance with the help of process automation 724365 Basic Infrastructure Established Systems Processes (Camunda)
  37. 37. Talanx - our journey to the digital world of insurance with the help of process automation37 E2E View – Process events UseCase E2E Reporting E2E presentation in the data warehouse  Process id for correlation  Enrichment of data at DWH level  Dashboards Portal Policy mgmt. Archive Process start Event DB Event API 1 2 3 Export Create Event DWH …
  38. 38. Talanx - our journey to the digital world of insurance with the help of process automation38 E2E View – Process events UseCase state feedback State feedback for caller  Asynchronous start of the process without direct response  State needed (progress, document/policy generation)  Proactive response Portal Policy mgmt. Archive Process start Event DB Event API 1 2 3 State feedback Create Event
  39. 39. Talanx - our journey to the digital world of insurance with the help of process automation39 E2E View – Process events UseCase occasional process start Start of process  Leads, campaigns because of occurance of events e.g. claim reported => start cross selling with additional offer  Change of address => Start ModificatePolicyProcess (e.g. homeowners insurance) Portal Process start1 2 3 Process start Policy mgmt. Archive Event DB Event API Create Event
  40. 40. Talanx - our journey to the digital world of insurance with the help of process automation40 E2E View – Process events UseCase effects on long running processes Reaction of long running processes to relevant modifications  Basic conditions changed  Example: anual rate property check (car) Policy mgmt. 1 3 Create event „Policy cancelled“ Clerk Cancel policy Yearly 2 1 Process start Request properties of policy rates Event DB Event API
  41. 41. Talanx - our journey to the digital world of insurance with the help of process automation41 E2E View – Process events UseCase effects on long running processes 1 4 Event „Policy cancelled“ Clerk Yearly 5 Process cancelled Reaction of long running processes to relevant modifications  Adhoc reaction to change of basic conditions (ensure actual reporting)  Generally already implemented for manual cancellation 1 Policy mgmt. 3 Create event „Policy cancelled“ Cancel policy2 Event DB Event API Process start Request properties of policy rates
  42. 42. Talanx - our journey to the digital world of insurance with the help of process automation42 Open Questions about events Trust when sending …  How can I be sure that not everybody gets this event ? Because I categorize them as a secret? ...and receiving events  How can I be sure, that this event is true and not modified by someone unauthorized? Or: Is this event an interpretation or an assumption? - Prevent „Fake news“ -
  43. 43. Milestones of process automation 2/2 Process events  Build process event system  Encrease processes retail52017 Talanx - our journey to the digital world of insurance with the help of process automation43
  44. 44. Milestones of process automation 2/2 Process events Portal industry car fleets  Build process event system  Encrease processes retail  Start process development industry: ModifyReferenceData 5 6 2017 2017 Talanx - our journey to the digital world of insurance with the help of process automation44
  45. 45. Milestones of process automation 2/2 Process events Portal industry car fleets Claim industry international  Build process event system  Encrease processes retail  Start process development industry: ModifyReferenceData  Start process development PreClaimRegistration, 24x7 5 6 7 2017 2017 2017 Talanx - our journey to the digital world of insurance with the help of process automation45
  46. 46. Milestones of process automation 2/2 Process events Portal industry car fleets Claim industry international Start process automation life insurance microservice – like architecture  Build process event system  Encrease processes retail  Start process development industry: ModifyReferenceData  Start process development PreClaimRegistration, 24x7 5 6 7 8 2017 2017 2018 2017 Talanx - our journey to the digital world of insurance with the help of process automation46
  47. 47. Business processes, the microservice idea Embedded process engine, dedicated database, REST API adapters for legacy backends Microservice „Process preparation“ embedded Camunda Engine Microservice A Camunda DB Microservice X … Microservice Process events Camunda Cockpit Service „GetPolicyData “ Service „SearchWorkItem “ Service „ModifyRate “ Backend APIs„Process“-microservices Camunda DB Camunda Cockpit Camunda DB Process state event REST/JSON embedded Camunda Engine embedded Camunda Engine Camunda Cockpit R&D Talanx - our journey to the digital world of insurance with the help of process automation47
  48. 48. Contact Uwe Koch Talanx Systeme AG uwe.koch@talanx.com Thank you for listening! Any questions? Feel free to contact me! Talanx - our journey to the digital world of insurance with the help of process automation48
  49. 49. Big Picture Process Automation Process Control BAM (Business acitivity monitoring) • Process controlling • CIP ESB - Middleware Services (Manual) Workflow Archive Partner Mgmt Policy Mgmt Collecti. / Disburse. Output Mgmt Agents Mgmt Prov. Police Layout Input Mgmt Quotation System Process initiation Business Domain • Micro Processes • Line Specific Processes Macro Process Control • Definition of general processes and use cases 3. Telephony1) 1. Documents1) 2. Digitali- zation1) 1) Input chancels respectively process initiator Processing and Information System • Inbox • User Interface • Tasks and Processes „A tidy house, a tidy mind.“ 49 Architecture 49 Talanx - our journey to the digital world of insurance with the help of process automation
  50. 50. Talanx - our journey to the digital world of insurance with the help of process automation50 Manual processing via UI vs. Automated processing via service API Protocol/ Archive (Result-) Communication Batch Business application Services Clerk Processes Work processing Finalization Phone Inputmanagement (Mail, Facsimile,Email) Webservices (intern & extern) & portals Initialization @ www manual processable work automatic processable work M M M Work list A A A Fokus
  51. 51. Process automation Service orchestration(including manual tasks) High instance volume Reoccuring process Complex workflow Service APIs available and reasonable Target: Automatic processing Focus: Using target application landscape Can be supplied in the mid- to long term IT ressources Robotics Surface orchestration (mostly Copy & Paste) Low instance volume Oneway/junk process Simple workflow Servicecalls not possible / reasonable Target: Automation of manual tasks (with Uis) Focus: Using existing application‘s UI Can be supplied in the short term Business ressources  Transparent process automation, reporting and optiomization (high process volume) on base of service orchestration  Quick macro recording and parameterized replaying of manual tasks using existing Uis of existing applications Process automation and robotics – A quick overview Talanx - our journey to the digital world of insurance with the help of process automation51
  52. 52. Example Automated processing of (paper) questionnaires 52 Policy holder Shipment of completed questionnaire to HDI Questionnaire Forwarding questionnaire to input management Input management Digital input of information (mostly automated scanned and indexed Robot „Futura“ Automatic processing via interaction between necessary applications Forwarding of preprocessed input to the robot Policy management 3 Internet Explorer  Remote control existing applications via user interface  Copy & Paste 21 Work item list Outlook Manual creation of documents Mozilla Firefox Excel Business In case of failure the work item is redirected to the clerk, e.g. handwritten notes on the questionnaire Automatic processing4 Talanx - our journey to the digital world of insurance with the help of process automation Rejection to manual processing 4 Batch
  53. 53. 53 Talanx - our journey to the digital world of insurance with the help of process automation

×