Shared Services Drive BPM?
Watched this webcast from 10/04 from on Shared Services and how they imply the need for BPM infrastructure.
Interesting to see how the industry seems to be talking more about BPM now (buzz word ebb and flow?).
The keys I got from the presentation however were:
1. Shared Services Is A BPM Driver. Whether they are still talking about it or not the drive for organizations to identify areas of thier business that should and can be centralized continues. BPM enables that centralization to occur with better accountability and visibility to the metrics that the people in the field were managing in the past (as they had the authority to change).
2. Where is the shiny packaging? Interesting that after the analyst finished speaking they shifted to an overview of Fujitsu’s Interstage product. I was amused that it looked a little dated (functional no doubt, but dated). Probably the UI. Will be interesting to see if customers go for a proven product like Interstage (top in Gartners BPM quadrent in vision) or a shiny new one like BizTalk.
3. Ties to BPM Methodologies (like Kaname). One push we have seen in clients is shared services but at the webservice (not process) level. I think BPM can play a role here. Primarily monitoring system-to-system performance but in some cases a webservice shared at the enterprise level may have human-to-human steps.
Raw notes below:
Quote:
Leland Forst - Amherst Group
………….○ 3 drivers
……………………..§ Cost Focus (shared service less)
……………………..§ Businesses don’t specialize in shared services
……………………..§ Organizations underestimate cost of legacy ops versus shared services
……………………..§ Financial Services … Re-assessing what could be ’shared’ across divisions
……………………..§ MFG wants to flex variable and admin costs with global model
……………………..§ Government … reduced public spend
………….○ Key
……………………..§ Shared Service must run like a business
………….○ Areas
……………………..§ Classical — HR, Fin, Training, facilities, IT, Legal, General Admin
……………………..§ Services — product, processing, operations, logistics, marketing, sales, customer care. Content/ops/sales are coming under focus
……………………..§ Industry — Engineering R&D, Procurement, MFG, etc
………….○ 7:00 — Models
……………………..§ Offshore / Onshore
……………………..§ InHouse / Outsourced
……………………..§ Focus on inhouse (low impact, high control)
………….○ 9:00 — Long Term Impact
……………………..§ Low - Cost Reduction (centralize, safe, scale, cost variance down)
……………………..§ Medium - Value Creation (quality, productivity, satisfaction, reduced time to market)
……………………..§ High - Competitive Difference (redefine, flex, collaborative, enhanced resource sharing)
………….○ 11:45 — Why Shared Services
……………………..§ Cost savings (reduce duplication)
……………………..§ Increase consistent quality, expertise, focus on core business
……………………..§ Pool budgets and scarce resources (less resources required)
……………………..§ Ability to Scale (flexibility, risk mitigate, innovation)
………….○ 14:00 - Drivers
……………………..§ Cost (highest driver)
……………………..§ Quality (tied for 2nd … audit processes needed)
……………………..§ Expertise (loss of flexibility is risk — focus on few expertise areas)
……………………..§ Core business improve (tied for 2nd .. lowest driver, loss of IP?)
……………………..§ Flexibility (tied for 2nd … continuing changes in organizations)
……………………..§ Risk Mitigation ()
• 17:00 — Harry Dent (Fujitsu - Interstage)
………….○ HOW to enable shared services from IT
………….○ Talk of services that are shared across applications (SOA, webservices)
………….○ Interstage Products
……………………..§ Portal
……………………..§ BPM
……………………..§ Integration Manager
……………………..§ Content Integration
……………………..§ BI
……………………..§ Supporting tools - XML Search, XBRL Processor
………….○ 21:30 - BPM Interstage - How help shared services
……………………..§ Process Automation
……………………..§ Process Visibility
……………………..§ Process Accountability
……………………..§ Complete Process Life-Cycle
……………………..§ Key features
…………………………………□ Drag/drop / collaborative
…………………………………□ Non-technical for process & rule formation
…………………………………□ Integration
…………………………………□ Monitoring engine
…………………………………□ Optimize wizard
………….○ 23:30 - Interstage Portal
……………………..§ Unified access to business information
……………………..§ Delivery Shared Applicatiosn
………….○ 24:30 - Interstage Content Integrator
……………………..§ Information aggregator
……………………..§ Format transform
………….○ 25:00 - Demo
……………………..§ Features 3 products above
……………………..§ Processes — legal, help desk, payroll, HR
……………………..§ Gary Schroeder - Snr Consultant @ FC
…………………………………□ Process visibility by role
…………………………………□ Help desk process (show incident form and supporting workflow)
…………………………………………….® Show some charting on the process (response time, close time)
…………………………………□ Show legal SLA document and associated workflow
…………………………………………….® Show integration in workflow to ERP data to assist in decisions around document step
…………………………………□ Show employee requesting a service (in this case onboarding)
…………………………………□ Show visio triggers off onboarding (multiple parallel paths).
…………………………………………….® Show how the process can then tie one request information to many submission (making it transparent to the user)
………….○ 36:30 - Summary
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