BPM & BPO

Page 68

Business Process Management

BPM enabled BPO: foundations for long term successBy Pietro Casella, Sa!ra, Portugal

2Q©UHFHQW© LQVLJKWV�©*DUWQHU©UHSRUWHG©WKH©EHQH½WV©RI©%30©WHFKQRORJ\©DSSOLHG©WR©%32©RUJDQL]DWLRQV�©2Q©this article we bring forward practical BPM implementation guidelines that will ease your path through maturity.

7KH©DSSOLFDELOLW\© DQG©EHQH½WV©RI©Business Process Management approach to improve BPO pro-viders’ performance have been widely pointed out by analysts such as Gartner.

The main highlight of this re-search is the impact that BPM can have on the client experience (improve service quality and cli-ent performance) and on your in-ternal performance (reduce costs, increase scale). An important point is that BPM initiatives on both ends can be a key driver for the maturity of the relationship.

Despite intuitive, the practical side of implementing such initia-tives poses serious challenges. On this article we provide some ad-vice to ensure a smoother adop-tion of BPM on your BPO centers.

Whether you’re at an early stage of BPM adoption or already at a later stage, we highlight the fol-

lowing aspects as key to future success:

Prepare performance monitoring from start

Most if not all BPMS vendors ad-vertise some sort of outstanding out of the box capabilities. From our experience though, to fully leverage those features, perfor-mance monitoring requires prop-er design and if not addressed at an early stage, design decisions may impair your future ability to capitalize the monitoring ben-H½WV�

Implement and verify reusability

Reusability is another big tenet of BPM platforms. If your strategy includes providing per-customer process customization, you need to ensure that the bits and pieces of your actual processes are reus-

able and ready to cope with dif-ferent but compatible process models. Not only should you de-sign for change but it’s equally important that you test and pro-mote reusability on your projects.

Prepare to manage and deploy change

One of the biggest challenges of BPM projects is the management of constant changes. In particular if you follow an agile methodolo-gy, multiple versions of the same process must coexist. When you are running several customers, this complexity is even higher.

Your BPM architecture must be prepared for this constant change. Make sure your BPMS features migration and version management mechanisms and that they are robust and tested at HDUO\©VWDJHV©RI©\RXU©SURJUDP©�½UVW©month).

BPM & BPO

Page 69

Mind the User experience

Leading BPMS provide UI build-ing capabilities which are de-signed for implementation speed DQG© ¾H[LELOLW\�© 7KLV© PHDQV© WKDW©those out of the box features should be privileged as a way to ensure future change bandwidth, even if at cost of a modern more ¾DVK\©DSSURDFK�©

From our experience, a moder-ate investment, at early stages, to align the out-of-the-box UI with your usability standards, also with reusability in mind, renders

outstanding satisfaction in the long run. From our experience, if UI is not addressed early, the later PRGL½FDWLRQ© HIIRUW© FDQ© EH© RYHU-whelming and a pose a serious risk to adoption, satisfaction and continuity.

Support is critical

When you rollout BPM on your organization, specialized sup-port needs arise. The standard-faq based approach must be replaced by process-minded re-VRXUFHV© ZLWK© EXVLQHVV© VSHFL½F©knowledge and cross application

knowledge.

Conclusion

When preparing for BPM-ena-bling your BPO secure and test the major tenets of BPM from start. Creating a strong founda-tion of reusable blocks, perfor-mance metrics and change ready teams and infrastructure is what XOWLPDWHO\© JLYH© \RX© WKH© ¾H[LELO-ity to evolve your processes, and collect the promise to increase HI½FLHQF\©DQG©DGG©YDOXH© WR©\RXU©clients.

The author:©3LHWUR©&DVHOOD©LV©DQ©H[SHULHQFHG©%30©0DQDJHU©DW©6D½UD�©With an eclectic IT consulting background delivering Process Reengi-neering, Corporate Performance Management and Business Process Management programs on the Financial Services, Health and NGO Sectors, he focuses on improving customers’ business performance through smart BPM enablement, development and servicing initia-tives. You can reach him by email on SLHWUR�FDVHOOD#VD½UD�SWZZZ�VD½UD�SW

ORGANIZATIONS

Page 87

We at Bulpros are a young, dynamic team, who have done many success-ful projects

and achieved incredible results together. We are focused on providing the best value projects in Software development, Web & Mobile develop-ment, Customer Service, Technical Support & 6\VWHP©,QWHJUDWLRQ©DQG©3URIHVVLRQDO©6WDI½QJ�

We pride ourselves in our tailored approach to each customer and in our inner drive to always achieve better and better results and exceed our clients’ expectations. We work together every day with the mission of delivering higher outsourcing value added and innovation to the businesses of our customers. We are dedicated to TXDOLW\©DQG©RYHUDOO©FXVWRPHU©FDUH©DQG©WR©RI½FLDOO\©prove that, we have successfully gone through ,62©���������FHUWL½FDWLRQ© IRU©RXU©%XVLQHVV©3UR-cesses Framework for IT services and support.

Our ambitions reach beyond the Bulgarian bor-ders, but for now we are located in the Bulgarian market; with our services covered by the main %XOJDULDQ© FLWLHV© ¯© 6R½D�© 9DUQD�© DQG© 3ORYGLY�© $O-though our operations are located in Bulgaria, we have extensive experience in the setup, tran-sition, and management of large-scale outsourc-ing projects, supplying multi-language, multi-cultural delivery for global clients.

The solutions we provide are not constrained to industry – we have clients in the automotive, IT, Telecommunication, Financial services, and many other areas and strive to provide the best cost/quality ratio every day of our work with them.

Web: www.bulpros.comContact: ivaylo.slavov@bulpros.com

ESY«*5,*25(6&8«ÿ7()ć1,&ć is an independ-HQW© 5RPDQLDQ© IXOO© VHUYLFH© ODZ© ½UP© HVWDEOLVKHG©VLQFH©�����©7KH©½UP©FRPSUHKHQVLYHO\©DGYLVHV©LQ©the areas of Anti-trust and Merger Control, Bank-ing and Finance, Corpo-rate and Commercial, Dispute Resolution, Employment and Pensions, Energy, Environment and Regulatory, EU Law, Mergers and Acquisitions, Public Procurement, PPP and Concessions, Real Estate and Construc-WLRQ�© 7D[DWLRQ�© ESY© *5,*25(6&8© ý7()ą1,&ą© LV©founding member of bpv LEGAL, an alliance of LQGHSHQGõHQW©FRPPHUFLDO©ODZ©½UPV©RSHUDWLQJ©LQ©Bratislava, Brussels, Bucharest, Budapest, Prague and Vienna, render-ing cross-border legal ad-visory services to clients in Central and Eastern Europe.

For further information, please contact us:

Christina Costa, Communication and Public Rela-tions ManagerTel: +40 730 61 47 46Email: christina.costa@bpv-grigorescu.comWeb: www.bpv-grigorescu.com

SAFIRA is at the forefront of Business Process Man-agement and Operational

Decision Management service delivery, chang-ing the game of modern process management in leading organizations across the globe.

SAFIRA drives global companies to achieve top business process performance, through unique blend of BPM and ODM. We’ve assisted custom-ers in the Financial Sector to reach the cham-pion’s league of Operational Excellence by driv-

ORGANIZATIONS

Page 88

ing down the cost-to-income ratio, we’ve helped setup pan-european level BPM Centers of Excel-lence, we’ve made processes mobile, we’ve pro-vided full 360° business visibility by automat-ing 800+ processes in a single program, and we helped saving human lives.

SAFIRA differentiates by focusing, outranking competition in business value propositions, in-novation and domain expertise. With this focus customers leverage our more than 250.000h of project experience with Magic Quadrant leaders, a team of 120 professionals, BPM project assets and lessons learned from more than 5 BPM pro-grams over the last 6 years.

Having been awarded Best Place to Work by Hei-drick & Struggles for 4 consecutive years, we’re able to attract, develop and retain top talent, and put it to our client’s service.

)RXQGHG©LQ©�����©ZH©KDYH©RI½FHV©LQ©/LVERQ�©:DU-saw and Barcelona and deliver solutions On-site, Near/Offshore and Mixed Shore to more than 10 countries in Europe, Middle East and Africa.

Contact: Pietro CasellaEmail: SLHWUR�FDVHOOD#VD½UD�SWWeb: ZZZ�VD½UD�SW

Binary Studio is a dynamically grow-ing Ukrainian IT nearshoring com-pany. The essence of our business is to create long-term

dedicated teams of software developers working as a part of your company’s team and develop-ing your software products on such technologies as Microsoft .Net, LAMP, Java and low-level pro-gramming (C++).The company showed double growth in 2011 and is expected to exceed this result in 2012 due WR© VLJQL½FDQW© LQFUHDVH© LQ© QHDUVKRULQJ© VHUYLFHV©among west European IT companies. We have UHFHQWO\© ODXQFKHG© DQ© DI½OLDWH© VHUYLFH© FRPSDQ\©www.mobilexdevelopment.com to serve in-creased clients’ demand for mobile app. devel-opment (Android, iPhone and WindowsPhone7).

Our clients are mostly from EU with more than half located in DACH region.

7DNLQJ©WKH©EHVW©IURP©WKH©EHQH½WV©(DVWHUQ©(XURSH©offers as a nearshoring location, we at Binary Stu-dio add to this our management experience in this area. We know how software development process works, what the risks are and how to manage them, how developers feel about their work and what to do to make them available for our client’s projects in a long run.

Having gathered a profound experience of co-operation within different markets, Binary Stu-dio is looking forward to expand its business in Germany, Austria and Switzerland and is open for partnership offers from DACH-region.

2I½FHV�©%UDWLVODYD�©6ORYDNLD©DQG©'RQHWVN�©8NUDLQH

Contact: Ms. Antonina YakovlevaTel: +380.62.206.84.61, Email: info@binary-studio.com, Web: www.binary-studio.com

Present your company with a sophisticated SUR½OH©RQ©(8%,6©õ©WKH©QHZ©SODWIRUP©IRU©WKH©

global outsourcing industry.

It’s free, independent, modern DQG«FURVV÷PHGLD� Visit:

www.EUBIS.org

Advert