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The Year Ahead for BPM – 2018 Predictions from Top Influencers


 

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Customer Journey Mapping


Nice Read! Article on Customer Journey Mapping by Sandy Kemsley

Happy Reading! 🙂

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What do you think will be the key business drivers for BPM adoption for the year ahead?


There is an interesting discussion initiated by Peter Schooff @bpm.com

What’s a clear sign a company could use RPA? You Know a Company Could Really Use Robotic Process Automation When…

My Thoughts:

Key Business Drivers for BPM Adoption :

  • If envisaging an end-to-end Process from a Customer viewpoint (like day-in-a-life of a user or customer journeys) are given due importance compared to lines-of-code (LoC) implemented from a technical front (seeing the business from a technology lens) – then it’s time to “thinkBPM” or “betterBPM”(existing Impl.)
  • Streamlining & Optimizing existing Business Process loopholes
  • New Compliance & Regulatory process changes (as stated above e.g. GDPR)
  • Building easily maintainable & configurable processes (demand for low code platform)
  • Reduction in Operational Overheads
  • Data insight driven Process Enhancement (with enhanced Decisioning for developing Self-Healing Processes)
  • Organizations planning to jump on the Digital Transformation Bandwagon! (BPM being is one of the levers to digitalize the processes)
  • Another step closer, to bridge the gap between the Business & IT (BPM has been striving to achieve this from the day of inception)

What do you think will be the key business drivers for BPM adoption for the year ahead? What’s your take?

Happy Learning!! 🙂

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What’s a clear sign a company could use RPA?


There is an interesting discussion initiated by Peter Schooff @bpm.com

What’s a clear sign a company could use RPA? You Know a Company Could Really Use Robotic Process Automation When…

My Thoughts:

You Know a Company Could Really Use Robotic Process Automation When…

  • ..the workforce is involved in Mundane Monotonous Manual intensive tasks
  • ..a rhythmic Keystrokes pattern on the back-office/front-office floor makes more noise (comparable to an industrial manufacturing unit)
  • ..the agility in Customer Experience is negated by the sluggish back-office operations driven my manual hand-off
  • ..cost & priority of modernization or digitalization of every ancestral/legacy system is not the need of the hour
  • ..a Band-Aid solution like RPA is enough to heal the gaping wounds of the heterogeneous & messy heritage application landscape
  • ..reduced labor expenses, improved efficiency, reduced cycle time & importantly overcoming labor fatigue/human error (in scenarios involving routine activities) are the business KPIs
  • ..scaling labor for onboarding & training has an increased TAT (with RPA it is easy to multiply the bot workforce)
  • ..there is a demand to convert the heavyweight head-down workforce (involved in routine assembly-line tasks) to knowledgeable/ intelligent workforce
  • ..every discrete application in the enterprise landscape works in silos (with no defined integration) and have their individual priorities/transformation roadmap but a unanimous business objective to achieve “automation

wall-e-933315_640

Typical head-down workforce activities in a scenario like a Customer Onboarding are:

  • scanning paper forms to digitize it
  • ‎manual rekeying of data (data entry)
  • ‎4-eye check (reviewer to confirm, data entry is flawless)
  • ‎manual hand-off of tasks with follow-ups
  • ‎manual classification of documents and bucketing it
  • ‎toggling across multiple screens/apps to copy and paste data (or fetch/compare info) – involving no traceability/audit trail

What’s a clear sign a company could use RPA? What’s your take?

Happy Learning!! 🙂

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Happy New Year -2018


Wishing you and your family a very happy and prosperous New Year – 2018

Stay Healthy & Blessed 

What’s a Top Priority Companies Should Have for Their Processes in 2018?


There is an interesting discussion initiated by Peter Schooff @bpm.com

What’s a Top Priority Companies Should Have for Their Processes in 2018?

My Thoughts:

Top priorities w.r.t. processes:

  • Process [ Review-Revisit-Refine-Reuse-Robotize-Repeat ]→ (better) RoI
  • Envisaging processes as Customer Journey Maps (defining day-in-a-life of a user) than outlining and implementing individual requirement specific processes in silos
  • Developing Self-Healing Process capabilities (e.g.: if there is an exception in the process and has been addressed by the user manually in the past for 3 to 4times. We do not want the same issue to be resolved with manual intervention every time. Instead, a training dataset similar to a KeDB-known error database can be created to build intelligence/Predictive Analytics/ML and resolve the issues or take appropriate actions on the fly). Sample scenarios like claims adjudication, KYC process etc.
  • Decisioning driven processes – ‘Persona’ driven by enriching customer experience
  • Robotizing the processes and steps that demand monotonous, mundane & manual intensive tasks
  • Defining simple, dynamic & configurable processes (wherever applicable). e.g.: Standard processes that are updated based on the audit, regulatory and compliance adherence. If there is a loan origination process that has a 1 step approval and in future, there is a mandate for a 2step approval in the flow, it should not invite for complete SDLC – define-design-develop-test-build-deploy (as it will be a costly affair with the magnitude of change)

To summarize:

The “process” still remains the heart/pulse and the business & enterprise ecosystem. An inefficient or weak process design is enough to choke the arteries, give cramps or cardiac arrest  – hence a healthy & efficient process design with Customer Centricity as one of the key levers, should be of utmost priority for the Business. Else additional overhead costs will be incurred in maintaining the process by Process Doctors/Consultants.

ECG for any Business Process conceived or created is very critical:

ekg-158177_640

E: Experience (w.r.t Customer)

C: Cost (Maintenance/ Development / Change Management)

G: Gap Analysis to keep the business rolling (where we are right now, what we strive to achieve, present vs future roadmap, technology disruption & adoption)

 

What’s a Top Priority Companies Should Have for Their Processes in 2018? What’s your take?

Happy Learning!! 🙂

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How Big of an Impact Do You Think AI Will Have on Processes in 2018?


There is an interesting discussion initiated by Peter Schooff @bpm.com

How Big of an Impact Do You Think AI Will Have on Processes in 2018?

My Thoughts:

Artificial Intelligence is a multidimensional subject area. It can be broadly classified as a blend of Machine Learning, Predictive/Adaptive Analytics, NLP, Text Analytics, Voice Pattern Recognition, Image Analytics, Deep Learning, Graph Analysis, Robotics and many more.

The current state for adoption of AI complementing Business Processes in an enterprise is a bit chaotic with Discussions, Debate, PoCs, R&D etc. Hopefully, the coming year will embark on a more structured & focused approach(fingers crossed)

From  process impact standpoint, the key topic that will make a difference few years down the line are:

  • Enhanced Decisioning Strategies
  • ‎Predictive / Adaptive Analytics
  • ‎Persona Driven solutions
  • ‎Mature Robotics Process Automation
  • ‎Development of Self Healing Processes
  • ‎Inception of ML & Deep Learning Model driven processes
  • ‎Improvised Customer Experience (personalized) with Data fuelled strategies
  • ‎Reduction of OpEx with automated decisioning & self-healing capabilities
  • ‎Hype & marketing around “touchless” or “zero-touch” implementation e.g Touchless Claim Processing, Zero Touch Onboarding etc.
  • ‎Reduction of Contact Center overheads with Chatbots/Virtual Assistant implementations
  • ‎The AI, IoT & Process interlock can also act as a game changer in certain scenarios
  • ‎BPM products adding yet another capability to their stack as a new feature (be it homegrown or a plug & play model) 🙂

To summarize:

AI implementation is not new for enterprise (processes), they are already doing it in some form or the other (magnitudes may differ). But yes with the buzz in the wild, it has become a checklist mandate and a parameter for competitive advantage. Definitely, with new tools/technologies mushrooming everyday, AI will strengthen/mature & proliferate to unlock tremendous value. Things won’t change overnight to attain the “nirvana” state, it will be a steady incremental approach with a judicious feasibility study.

In a nutshell, irrespective of “getting Robots out of the humans[RPA]” or “humanizing the Robots…..by adding more intelligence[AI/Cognitive]” – the “process” still remains the heart/pulse and the enterprise ecosystem. An inefficient or weak process design is enough to choke the arteries, give cramps or cardiac arrest & dismantle the Humanized Bot

[Artificial Intelligence]:[Brain of the Enterprise] :: [Business Process]:[Heart of the Enterprise]

human-2972206_640Thinking loud based on the above analogous pair:  (pardon me for my knowledge of medical science!! :-))

A human with a non-functional brain & pumping heart(weak/strong) is within the realm of possibility & exists but on the contrary, a human without a heart (natural or pacemaker)  & alive is uncanny!!

In simple words: “The heart can beat without the brain, while the brain cannot function without the heart”

 

How Big of an Impact Do You Think AI Will Have on Processes in 2018? What’s your take?

Happy Learning!! 🙂

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BPM Predictions 2018

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