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Does Digital Transformation Begin with Process Transformation?


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

Does Digital Transformation Begin with Process Transformation?

My Thoughts:

Digital Transformation Journey begins with the “Wake-Up Call” for Business:

• The current system has too many challenges to deal with

• The Legacy systems are getting next to impossible from  a maintenance front

• Tough to get the specific skillset of developers in the market – for age-old technologies

• Our revenues are getting Hit YoY – time to rejuvenate our platform

• Our peers and competitors are making us run after money – need to do a complete fish-bone analysis of the system

• Are our systems future-ready & well equipped to adopt the nextGen technologies?

       •……..and many more!!

Next, follows the :

  • Envisaging the Business Model & Target Architecture (vision)
  • Defining New Operating Model
  • Process Optimization or Re-engineering Techniques (Process Transformation)
  • Fitment Analysis (Wrap-&-Renew or Rip-&-Replace Model)
  • Digital Technology Relevance/Mapping (strategy, compliance & regulatory) 
  • Implementation of the Changes
  • Realizing the Re-Incarnated System (claiming Digitally Enlightened or Digitally Transformed)

At each and every stage mentioned above the C-P-Q factor (Cost-Pace-Quality) is validated to take appropriate decisions.


Nice Read:

A detailed & insightful article on the transformation journey (by Dr Alexander S):

Happy Learning!! 🙂

Image source: link

Where Do You See Robotic Process Automation Having the Biggest Impact?


Where Do You See Robotic Process Automation Having the Biggest Impact? #BPM

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

My Thoughts:

Every Organization has two types of workforce – Head-Down Workers and Knowledge Workers
• Head-Down Workers, perform their duty based on Standard Operating Procedures (SOPs) – this gets monotonous and routine job over time.
○ Example: If we consider a Customer On Boarding Process, it will be a performed, by opening the same form over and again, filling in the details, validating and verifying the IDs and submitting it for approval. The Reviewer, on the other hand, will go through the form details and approve or reject. There is NO EXTRA INTELLIGENCE required for dealing with such a scenario. It is a defined and a streamlined process A-B-C or A-B-D.
• Knowledge Workers, on the other hand, apply intelligence for their judgment and actions. It may or may not be a standard procedure.
○ Example: If we consider an Underwriting or Healthcare Claims Fraud kind of a scenario.  Even though there are standard procedures defined, but still a Person has to validate it based on the customer’s past history, transactions, relationship, health conditions etc etc, before taking a judgment for approving/rejecting a request.

If we map it to automation techniques/terminologies for enabling Workforce Productivity. It will be something like

[Head-Down Workers] : [Robotic Process Automation] : : [Knowledge Workers] : [Cognitive Intelligence or AI]

The journey to AI (“Nirvana State” which every enterprise strives to achieve) can be broadly classified as:
→ BASIC COMPUTING [scripts + repetitive steps in a single application]
→ ENHANCED COMPUTING [rpa + monotonous repetitive job across applications]
→ COGNITIVE COMPUTING [machine learning + analytics]

Detailing it further:

  • Basic Automation :
    • Human with tools | structured data sets | Goal: Labour Efficiency
  • Robotic Process Automation [RPA] :
    • Human augmented with Robots | unstructured + patterned data sets | No Decisioning (targeted for Head Down Workers) | Goal: Labour Efficiency
  • Autonomics :
    • Robots augmented with humans | unstructured + patterned data sets | Goal: Labour Elimination
  • Cognitive Computing :
    • End to end robots with human oversight | unstructured + NO patterned data sets (targeted for Knowledge Workers) | Goal: Labour Elimination
  • Artificial Intelligence – AI :
    • Fully automated with NO human involvement | unstructured + NO patterned data sets  (targeted for Knowledge Workers) | Goal: Labour Elimination

To precisely answer the question:
Robotic Process Automation has a great impact to business in scenarios where manual/mundane and routine activities are being performed. The task force allocated for mundane activities can be utilized for more intelligent activities.
Some of the typical use cases to cite Customer Onboarding (AML, Credit Check, KYC etc); Loan Processing; Payment Processing; Financial Reporting (periodic); Reconciliation checking process; Multiple sources of data extraction & reformatting etc.

Simply put – Robotic Process Automation is primarily targeted for “Keyboard Warriors!!” – showing vengeance with every keystroke for form data entry

In addition, most of the RPA tools have a concept of “Control Room” – a dashboard similar to a helicopter cockpit with all the levers for the Robotic Process Automation defined for all business scenarios. This helps the Business have control and have a hawk eye on the system, than presuming that control & automation has completely slipped from their hands. Control Room also helps Business to have an incremental approach to enable RPA processes in a staged manner by capturing the ground info than going with a big bang approach [which may be risky – as in some cases emotional/sentimental things are involved]

Interesting point by Siva in the discussion thread:

“Applying RPA to a broken process just makes a bad process run faster”

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With recent news on Introduction of “Robot Tax” [link]. The next impact area for Robotics will be the Financial space and enterprises will hunt for Financial Advisors 🙂

The ROBOT TAX is primarily to compensate the unemployment in the market as a result of automation and meet demands for public/Govt initiatives/programs like bridge/healthcare/road development etc.

 

What’s your take?? Any thoughts!

Similar Topic:  How Do You See the Relationship and Interplay Between AI and BPM in the next Few Years?

Happy Reading:-)

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Pega World 2017 – Flashback [Report]


The Intent of this Report is only for Learning & Sharing purpose. Kindly let me know your thoughts /suggestion and any correction required[if any]. Happy to address and incorporate the changes 🙂

Disclaimer: The views and thoughts presented in this Report are my OWN and not my Employer’s.

Happy Learning!! 🙂

The BPM Brunch!


BPM is no more a Healthy Salad Diet of plain & bland Process & Rules. It has matured and become an amalgamation of all the disruptive technologies and digital trends. In a nutshell, it has become more of a  BRUNCH Meal.

The asks of the customers and market trends are cherry picked an packaged in a BPM Product – making it a self sufficient enterprise solution  [at times] but on a lighter note Bulkier too [day-by-day the size of the BPM Product Installable is getting increased]  🙂

bpm_brunch

BPM Products (these days), keep adding some new feature into their kitty to make life easy for the Business as well as IT stakeholders. With new disruptive technologies getting mushroomed everyday, BPM packaged tools provide some flavor or slice of the new technology/trend. Its no longer an a-la-carte menu kind of offering for enterprise, instead a Packaged Combo Meal serving a set of business audience or business challenges/pain-points.

The features that were the key drivers and engine of BPM a decade earlier [during its inception] are getting enhanced [no doubt about it] but at the same time getting shadowed by the competitive chaos and disruptive tech. trends.

For every customer the four-walls within which they can experiment and play around with technologies / trends are the following : [these become the key focus areas for BPM Product Vendors]

  • Un-parallel Customer Experience inline with the Enterprise Ux[User Experience]
  • Enterprise Architecture – Guidelines/Standards/Compliance
  • Cost-Pace-Quality [CPQ] Factor
  • Business Strategy & Workforce Productivity

ilovebpm

When we are at the verge of bidding farewell to the current year and welcoming the New Year. The curious question that keeps popping / itching at this time of the year

  • “What are the BPM Predictions for the Next Year?” or
  • “What’s cooking for BPM, in the next year?” or
  • “What the Master-Chef BPM Product vendors have to Offer?”
  • “Is the coming Year going to be BPMlicious”

…Stay Tuned for the Next Post on BPM Predictions for 2017!

Please do share your comments, thoughts and suggestions !!

Happy Reading 🙂

Last Year’s Post : What are your Predictions for BPM 2016?

Image Source: Link1 [The intent of using the images was to pictorially share the thoughts and share the learning. Happy to share Credits for the photos and images] Some of the pics have been taken directly from my Breakfast Table 🙂

How Do You See the Relationship and Interplay Between AI and BPM in the next Few Years?


There is an interesting thread started by Peter Schooff @ BPM.COM Forum – click here

Some really nice thoughts and comments/links.

My Thoughts:

MyPoV : How Do You See the Relationship and Interplay Between AI and BPM in the next Few Years?

The state we are in the BPM (Business Process Management) roadmap, was not realized overnight. It is getting enriched day-by-day by rattling with BPM in the enterprise playground with experience, learning, implementations, failures, scenarios and tagging along mushrooming disruptive technology trends. BPM with its inception as a process modeler/development /integration/orchestration/BAM etc. has matured as an enterprise wide platform to meet [more or less] the enterprise demands of transformation/mobility/decisioning/ACM/next best actions/mobility/social/analytics etc.

The same holds good for AI/Cognitive Computing. AI (“Artificial Intelligence”) is undoubtedly the “Nirvana” state which every enterprise/organization is trying to achieve as the final destination. But it does not happen over a blink of an eye, instead it is an evolving journey.

The journey to AI can be broadly classified as:

BASIC COMPUTING [scripts + repetitive steps in a single application]

ENHANCED COMPUTING [rpa + monotonous repititive job across applications]

COGNITIVE COMPUTING [machine learning + analytics]

  • Basic Automation :
    • Human with tools | structured data sets | Goal: Labor Efficiency
  • Robotic Process Automation [RPA] :
    • Human augmented with Robots | unstructured + patterned data sets | No Decisioning (targeted for Head Down Workers) | Goal: Labor Efficiency
  • Autonomics :
    • Robots augmented with humans | unstructured + patterned data sets | Goal: Labor Elimination
  • Cognitive Computing :
    • End to end robots with human oversight | unstructured + NO patterned data sets (targeted for Knowledge Workers) | Goal: Labor Elimination
  • Artificial Intelligence – AI :
    •  Fully automated with NO human involvement | unstructured + NO patterned data sets  (targeted for Knowledge Workers) | Goal: Labor Elimination

When we talk about the relationship and interplay between BPM & AI in next few years, the targeted enterprise audience is presumed to have matured over “enhanced computing” and addressed/identified all the underlying challenges w.r.t. monotonous manual intensive repetitive jobs/activities.

ai_bpm

Some of the interesting use cases that enterprises can adopt based on the BPM + AI/Cognitive Computing duo are:

  • General
    • Developing Self-Healing Processes [process optimization, exceptions and anomalies that are resurfaced during execution being auto corrected based on the past resolution steps → analytics & machine learning driven]
    • Evidence based learning – data driven
    • Adaptive and Predictive analytics + Past scenario based Actions [Machine Learning] for decisioning
    • Virtual workforce controlled by Business Operation Teams
    • Handwriting to Text or Speech (Identification & Learning Graphology Techniques)
    • Debugging, Troubleshooting and Solution Wizard
    • Text & Mail categorization/recommendation
    • Support Issues and enriching KeDBs (Knowledge Error Databases)
    • Self-Driving Cars – by building artificial intelligence and algorithms
    • Image Processing
  • Banking / Retail / Telecommunication
    • Identifying Prospective Customers and Partners
    • Satisfactory index of the Customer (based on relationship, transaction, marketing campaign etc.)
    • Fraud, Waste and Abuse of Claims
    • Forecasted Credit Risk and credibility of the customer
    • Effectiveness of a Marketing Campaign
      • Eg: How many accepted the offer and how many rejected it. Any decisive factors leading to acceptance.
    • Cross Selling and Recommendations
      • Eg: Ecommerce sites : People who purchased this product also purchased this
    • Contact Center (helps the CSR to engage the customer during the call with the relevant data)
      • Eg: We have seen that you have ordered the cheque books to a separate address (different from the registered address) – would you like to change your Address Details
  • Healthcare & Life sciences
    • Scanning & Screening –  Biometrics
    • Drug Discovery based on the component mix
    • Diagnosis and remediation based on the Symptoms, Patient Record and Lab Reports
    • AECP – Adverse Event Case Processing Scenarios based on drug, patient, geo, climatic conditions, past history, food intake etc.
  • Security
    • Handwriting / Signature / Fingerprint / Iris / Retina Verification
    • Face Recognition
    • DNA Pattern Matching
  • ….and many more

Definitely, there are concerns in adopting the Artificial Intelligence on the Day-1 [it may not be a cake walk]. There are lot of factors that are getting disturbed from our traditional paths, and it is only a matter of time for the thoughts to sink , the dust around the buzz to settle down and most importantly GETTING the CONFIDENCE of RELYING BLIND-FOLDED on a MACHINE/ROBOT.

To cite a few scenarios: Are we comfortable and confident enough to sit in a driverless car or airplane? Or are we fine as a financial institution to manage all our high-profile privileged customers based on an algorithm? May be / May be NOT always.

To summarize,

  • it becomes crucial from organizations to define the a bucket or business scenarios which can be an eligible candidate for BPM/Process & AI – avoiding RISKS that can have catastrophic effect on the customers/organization. To be precise, the RISK of Loss should not be more than the investment on AI.
  • time and exhaustive scenarios are the key factors that will enrich the intelligence of the system based on real time transactions good[favorable] or bad[un-favorable] – is the business prepared for the same?
  • it is important to have a balance between the enhanced customer experience and the operational cost reduction with virtual workforce

The business benefits that Enterprises can reap by augmenting BPM with Artificial Intelligence are:

  • Reduced Operation Cost
  • Elevated Customer Satisfaction / Experience
    • Right Product to the Right Customer at the Right Time via the Right Preferred Channel
  • Reduce Customer Churn
  • Personalization through Prediction and Intelligence
  • Increased Workforce Productivity
  • Help organizations unlock the value of the wealth of data they have in-house
  • Close the gap with the new online providers by offering real-time decisions

New terminologies like SPA [‘Smart Process Automation] are also coined, considering the process and cognitive computing/AI duo. Enabling the Process to select the best performing algorithm on the fly.

What is your take – How Do You See the Relationship and Interplay Between AI and BPM in the next Few Years?

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Happy Learning 🙂 

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Pega BPM Acquisitions


Pega BPM Acquisitions
With Changing Times: The BPM Product Stack Offerings have matured, enriched and also increased the size of the Installable Packages by few GBs 🙂

Pega_Acquisitions_v2.jpg
Reference Image Sources:

[Disclaimer: The intent of using these images is just for reference to showcase the acquisition journey. Please do post and send me your inputs in case of any concerns]

Happy Learning!! 🙂

What IT Development from 2015 Will Have the Biggest Impact on BPM?


There is an interesting thread started by Peter Schooff @ BPM.COM Forum – click here

Some really nice thoughts and comments/links.

My Thoughts:

MyPoV : What IT Development from 2015 Will Have the Biggest Impact on BPM?

Here is a quick BPM Roundup for 2015 – Impact, Learning & Takeaways:

In addition to constructive debate over designing better processes, process mining, structured/unstructured process, ACM/DCM (Adaptive/Dynamic Case Management), BPM vs Case Management, BPM Success Fail ratio, RoI, Dos/Don’ts, Good to Have/Must Have etc etc – which will continue for years to come, as long as we are rattling in the BPM space 🙂 – a few additions are :

  • BPM + (Nexus of Forces) – Matured
    • SMAC or the Nexus of Forces as termed by Gartner were definitely some of the key highlights of 2015 from an in-depth Product Offering, implementation across different industry verticals & importantly Case Studies. The terms which were mere buzz words or myths earlier, became reality and maturity was showcased in terms great customer stories.
      • Social : Organizations have opened up with the adoption of SOCIAL and leveraging it for better customer experience inline with strategy/vision
      • Mobility : This is no more a Good to Have. In has become a MUST HAVE in most cases. Nice to see offering on Hybrid and Native App capabilities by Vendors
      • Analytics : Better Maturity in terms of Decision Strategy and Next Best Action. Real time usage of BigData & events
      • Cloud : Breaking the barrier of security and data concerns and welcoming Cloud (BPM PaaS)Adoption across Financial, Government and Healthcare industries (where we had hiccups earlier concerning security)
  • BPM + (Better CX/UX)
    • Stress and Focus on better UI, UX and CX – nextGenUI  (this has always been and will always continue to be in the top of the list for years to come)
    • Good to see some of the vendors offering the nextGen UIs & Omni-channel experience. Coming out of the traditional boundaries and building a UI with the limitations/offerings of the BPM stack.
  • BPM + (Device & Wearables)/IoT
    • Google Glass, iBeacons, Drones, wearables etc. to name a few stole the show in a few BPM events with a great pitch
    • This will be a never ending exercise with new devices getting mushroomed every day 🙂
    • Baby steps like there will definitely harness technology, build confidence and create a roadmap for envisioning the Connected Cars/M2M/Smart Homes etc.
  • BPM + (Contact Center Modernization [CRM]) – BPM Enabled BPO
    • This year also marked a lot of showcase and offerings on making the Contact Center Journey Better, Richer and Flexible
    • A BPM enabled Customer centric process development approach – overcoming the boundaries of traditional CRM offerings
  • BPM + (Apps Market)
    • Major BPM Vendors shifting focus on Process Apps and defining an App Market Strategy
    • Interesting to watch-out in future
  • BPM + (Digitalization)
    • Foundation for the Digital Journey has been set (BPM Reborn Digital)
    • Everyone has an interesting perspective about Digitization at this point in time (thinking beyond boundaries) and will definitely mature over time
    • Many interesting initiatives across the industries for enhancing Customer Experience with a Digital touch
  • BPM + (Open Source Stack)
    • There has been great interest in customers for evaluating and adopting Open Source BPM Stacks for enterprise needs(which was comparatively less in the past). This is great step forward.
    • No more a “Nay” for Open Source BPM Stacks at enterprise scale. Good to see enterprises evaluating it.
  • BPM + (Automation)
    • BPM and Automation have always been prevalent(in bits and pieces) and had a great impact on business in streamlining it and avoiding monotonous/redundant activities
    • It is getting wrapped with Data, analytics, Machine Learning, rich algorithms built by Data Scientists etc. as Robotic Automation or Cognitive Computing
    • Year 2015, just had a preview/trailer of it – hope there is lot more in store in 2016
  • BPM + (APIs or Microservices)
    • 2015 also witnessed the rapid adoption of APIs (APIfication of Business)
    • This will be helpful for an enterprise scale BPM implementation where in the data parsing, transformation or conversion can be offloaded to the API layer (reducing the load on BPM)
    • Additionally this will a great step for building Market App propositions and building omni channel experience.
  • BPM + (Innovation & Disruptive Technologies)
    • Focus on disruptive technologies without getting disrupted
    • In addition, Design Thinking, Continuous Delivery, DevOps etc.
    • Based on the grounds covered this year, More to witness in the year ahead
    • This will be an interesting space to watch-out!!
  • BPM + (Zero Code / Low Code)
    • This year also embarked a buzz of Zero Code BPM as the future and Lean BPM
    • Personally speaking – did not see much impact and noise on this proposition. Zero code BPM is a hypothetical state. In real time scenarios dealing with dynamic requirements, customers and scenarios – Zero Code is very hard to achieve. We also come across customization and tailoring of features to meet the customer requirements.
    • Looking forward to see some real customer stories and what this proposition has to offer in the year ahead

On a lighter note :

  • we will see the Size of Product Installable Dump getting increased by few Gigs(gb) next year. This has been the reality in the past and is something we will keep witnessing in years to come – with no questions asked 🙂

Please do correct me with your inputs and do share your point of view on the incredible Technology Journey we had this year and what in your opinion were the key takeaways, trend-setter and foundation stone for the years to come in the BPM Space.

Looking forwards to play around with some great innovation, disruptive technology and learning in the year ahead than getting disrupted!! 🙂

Happy Learning 🙂

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