Leveraging Intelligent Business Operations to improve Process Visibility & Customer Experience Patrick Shields Chief Technology Officer (CTO): Africa SoftwareAG

1. Leveraging
Intelligent Business Operations
to improve Process Visibility & Customer Experience
Patrick Shields
Chief Technology Officer (CTO): Africa
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©2013 Software AG. All rights reserved. For internal use only

2. Introduction to Software AG
Process Excellence Concepts
Intelligent Business Operations (IBO)
Use IBO to Improve Customer Experience
Questions & Answers
Leverage Existing IT
Investment
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Build Adaptability into
Your Business
Align IT & Business
Operations to Strategy

3. Introducing
Software AG
the Process Excellence Company
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4. 44 Years of Success: Creating Digital Enterprises
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5. Customers in 70 Countries Worldwide
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12/12/2013
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6. Process Excellence
Concepts
A Quick Overview
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7. “It is not the strongest
species, nor the most
intelligent that survive,
but the ones that are
most adaptive to
change”
Charles Darwin
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8. What building
blocks for
Change
are available to
you in your
company?
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12/12/2013
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9. The Digital
Enterprise Model
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12/12/2013
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10. Intelligent Business Operations
What is IBO?
Do I want it? Do I need it?
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11. webMethods IBO: An Overview
MOBILE
CLOUD
Business Processes
User
Collaboration
Intelligent
Business
Operations
Integration Backbone
High
Performance
Messaging
SERVICE ENABLEMENT
& GOVERNANCE
Applications & Partners
Databases
BIG DATA
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Custom Apps
Partners
Legacy
Cloud/SaaS
SOCIAL

12. Why Intelligent Business Operations?
Business Management
Situation awareness for
better and faster
operational decisions
Process
Analysis and Design
for Process Improvement
Intelligent Business Operations
Business Operations
BPMS/ESB
External
Sources
CRM
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ERP
SCM
HR
Applications

13. What keeps a Savvy Business User up at night?
•
•
•
•
•
•
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Business activities or transactions failing or taking too long
Not understanding why this is happening
Not getting automatically notified of problems
Wasting time searching multiple reports for the relevant data nuggets
No way to predict potential issues or opportunities
No way to PRO-ACTIVELY do the right thing
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14. Improve Response Time to Problems & Opportunities
Link real-time insights with the right actions
Value
Business event
Data captured
Information delivered
0
Action taken
Action time
Time
SOURCE: Richard Hackathorn – The BI Watch: Real Time to Real Value
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15. Intelligent Business Operations (IBO)
D E C I S I O N
Observe
P R O C E S S
Decide
Act
Context
Improve
Automate
Data
Apps &
Systems
Sensors
SaaS
APPS
Public
API
Environment and Influencers
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16. webMethods IBO Platform
V I S U A L I Z AT I O N & A C T I O N S
• Dashboards
• Real-Time Insight
• Proactive Alerts
• Automated Actions
• Mobile Anywhere
• Process Monitoring
• Event Management
• Process Mining
• Process Analytics
PROCESS
• Statistical Norms
• Real-Time & Historic KPIs
C O L L E C T D ATA F R O M A P P L I C AT I O N S
ERP, CRM
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SaaS
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MOBILE
SOCIAL
PARTNERS

17. Benefits of webMethods IBO Platform
Increase
VISIBILITY
QUALITY
into operations across silos
of decisions and processes
Improve
Increase
RESPONSE TIME
TRANSPARENCY
to issues, problems & opportunities
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Increase
into KPIs that matter to you
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18. IBO Use Cases focus on Operational Decisions
Use Cases
Decision
Type
Strategic & Tactical
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Order & Payment Tracking
Partner SLA Tracking & Management
Credit Approval Management
Exception Management
Theft Detection & Prevention
Insurance Claim Processing
Customer Experience Management
Inventory & Asset Tracking
Business Process Monitoring
Dynamic Resource Management
Business Reviews
Alliances Strategy
Markets and Products
Business Planning
Products & Price
Cost of Goods Sold
Cost-Benefit Analysis
Quality of Service/
Customer Satisfaction
Years
Months
Operational
Weeks
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Days
Hours
Minutes
Seconds
Time to
Decide
& Act

19. IBO Solution – at a Glance
Prescriptive Deliverables
Process –KPIs – Dashboard - Alerts
Industry Expertise
Best-in-class
Templates
& Measure
What Matters
Manufacturing, Retail,
Financial Services,
Energy & Utilities, Life
Sciences, Government
Partner
Network
Delivery
Methodologies
Subject Matter
Expert &
Implementation
Partners
IBO Program
Workbook provides
quality &
repeatability
Content in Context
Operational & Process data
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20. webMethods IBO Platform Architecture
VISUALIZATION, EXPLORATION, ACTION
• Dashboards
• Real-Time Insight
• Proactive Alerts
• Automated Actions
• Mobile Anywhere
ANALYTICS
Event
Management
Process Discovery/
Historic KPI`s
Business
Activity Monitoring
Real-Time
Data Analytics
Common
User Interface
IN-MEMORY
Event
Persistence
EVENT BUS
External
Sources
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Business Operations
ESB
BPMS
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Action
Framework
ERP, CRM
SaaS

21. Leverage Business Activity Monitoring (BAM) &
Event Driven Architecture (EDA)
Event Processing
Event Bus
webMethods
BPM
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MashZone / Presto

22. Improve Customer Experience
Using IBO
A Supply Chain Use Case
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23. Real-time Visibility into Business Operations is Key
STOCK
INBOUND
Product
Product
INVOICE DELIVERED
ORDER FULFILLED
Retailer
ETA
NOTIFICATION
Delivery
Delivery
Component
Distributor
CUSTOMS
CLEARED
ROUTE
CREATED
In Transit
Consumer
DELIVERY SIGNED
Shipment
PALLET
LOADED
eCommerce Site
ITEM
PICKED
Order
ORDER CREATED
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SOURCE MATERIAL
ADVANCED
SHIPPING
NOTICE
COMPONENT
ORDERED
STOCK
DECREMENTED
Final Assembly
Warehouse item
Warehouse
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Part Manufacturer
Product

24. The Value of End-to-End Visibility
Complex business processes are supported by multiple, disparate systems…
J
A
E
G
I
C
D
B
F
Multiple systems with multiple stress points…
B2B
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CRM
ERP
WMS
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TMS
H

25. Increase Transparency into KPIs that matter to you
VOLUME & VALUE
VELOCITY displays Cycle
display the Order and
Time Distribution
Revenue “heartbeat”
FOCUS
Time & Region
filters constrain
Filters target scope
scope
VELOCITY
Cycle Time
Distribution
CONTEXT
know where you
are in the process
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QUALITY
displays Alert count and
distribution

26. Identify Early Predictors & Take Action
18-30 hour advanced notice
vs. a typical ERP & Excel
reporting
Visibility of all Units
sold by Regional
Distribution Center
Filters:
• Product
Line
• Platform
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KPI Calculations:
KPI Calculations:
Lead Time Failure (predictive indicator)
• Lead Time Failure (predictive indicator)
Failed Delivery (after use fact
©2013 Software • Failed Delivery For internalthe only trends)
AG. All rights reserved. (after the fact trends)

27. Invoice Processing | Exception Handling
Dimensions
Exceptions
• Waiting for Core Credit
• Unable to match PO Line
• Tax Issue
• PO Closed
• Price discrepancy
• No Goods Receipt…
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28. Improve Cash Conversion Cycle by Providing Visibility Across Silos
Enquiry
Quote
Get the Work
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Sales Order
End of Job
Do the Job
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Create the
Invoice
Create the Invoice
Revenue Invoice
Booked Delivered
Show Me the Money
Invoice
Payment

29. Monitoring Deliveries with Partners – “One View To Rule Them All”
Operations
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Infrastructure
3PL Responsiveness

30. So What’s Next?
Research
Road Map
Google IBO. Read up
on the concept.
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Presentation
Schedule a session
with Software AG to
discuss IBO
Determine if IBO is
for you and Get
Started!
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31. Patrick Shields
Chief Technology Officer (CTO): Africa
Email: patrick.shields@softwareag.com