Global BPM and Workflow Awards 2009

16th Annual Awards

Global Awards for Excellence in

BPM & WorkflowJudges:

Nathaniel Palmer, Bob Puccinelli, Cor Visser, Ken Mei, Francesco BattistaLead Judge: Derek Miers

Awards Director: Layna FischerFuture Strategies Inc

Media support byMedia support by

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ImpactImpactInnovationInnovation

ImplementationImplementation

Recognizing Excellence in BPM & Workflow

Europe North America Middle East/Africa Pacific Rim South and Central America

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Assessment Criteria

Innovation• Innovative use of BPM technology to solve unique problems • Creative and successful implementation of advanced BPM concepts • Level of integration with other technologies and legacy systems • Degree of complexity in the business process and underlying IT architecture

Implementation• Successful BPM and/or workflow implementation methodology • Size, scope and quality of change management process • Scope and scale of the implementation (e.g. size, geography, inter-company processes)

Impact• Extent and quantifiable impact of productivity improvements • Significance of cost savings • Level of increased revenues, product enhancements, customer service or quality

improvements • Impact of the system on competitive positioning in the marketplace • Proven strategic importance to the organization's mission • Degree to which the system enabled a culture change within the organization and

methodology for achieving that change

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Finalists

Europe• Faculty of Manufacturing Technologies, TUKE, Slovakia nominated by Czestochowa University of Technology, Poland• Homeloan Management Limited (HML), UK nominated by Lombardi Software, USA• SNS Bank IT, Netherlands nominated by Red Hat, Netherlands• Swisscard AECS AG, Switzerland nominated by Action Technologies Inc., USA

Middle-East Africa• Abu Dhabi Commercial Bank, United Arab Emirates nominated by Newgen Software Technologies Ltd., India• NAFITH Logistics PSC, Jordan nominated by TraxAware Software LLC, Jordan• Nokia Siemens Networks, United Arab Emirates nominated by Appian, USA• South African Post Office, South Africa nominated by Pétanque Consultancy, South Africa

North America• AmerisourceBergen Corporation, USA nominated by Metastorm, USA• Citi GTS Group, USA nominated by Pegasystems Inc., USA• Lincoln Trust Company, USA nominated by Lincoln Trust Company, USA• Nuclear Regulatory Commission, USA nominated by HandySoft, USA• Pinellas County, Florida, USA nominated by Global 360, Inc., USA• San Francisco Public Utilities Commission, USA nominated by Interfacing Technologies Corp., Canada• San Joaquin County Information Systems Division, USA nominated by Oracle, USA

Pacific Rim• AEGON Religare Life Insurance Company LTD., India nominated by DST Global Solutions, Hong Kong• Genpact Ltd., India nominated by Savvion Inc., USA• Ranbaxy Laboratories Limited, India nominated by Newgen Software Technologies, India• Reliance Life Insurance, India nominated by Savvion Inc., USA• South Australia Department of the Premier and Cabinet, Australia nominated by HandySoft, USA

South and Central America• QUALA SA, Colombia nominated by Pectra Technology, USA

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Trends Seen From the Entries

Multiple, complex processes automated Portal implementations (B2E, B2B, B2C) Broad organizational initiatives

• Finance product management and Credit Card processes • E-gov and value chain integration • Center of Excellence Approaches• Engagement of the wider organization

In many cases, still too much emphasis on technology rather than the business issues• How the Challenges were met, Pitfalls overcome, Learning Points taken to

heart, Team Structures dealt with the issue, etc. • Important to communicate the real business benefits (not the technology)• Many of the submissions were lacking meaningful baseline metrics

Sophistication in Africa, Middle East and South America

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Silver AwardSilver Award SNS Bank, Netherlands

nominated by nominated by Red Hat, Netherlands

and

Homeloan Management Limited, UKnominated bynominated by

Lombardi Software, USA

Europe

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SNS Bank, Netherlands

Situation• Looked to develop fully automated processes, integrating across

channels• Delivering savings products online• SOA, BPM, Open Source; Seeking cost reduction

Implementation & Innovation• Repository with re-usable processes • Integrated JBoss with Rules Engine and front end web

applications Benefits

• Two weeks to two days for savings product requests • Enabled seamless exchanges between the different departments,

customers and applications • Envisioning a full-scale banking store, integrating STP with BPM

across channels

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Homeloan Management, UK

Situation• Outsourced mortgage administration solutions to over 30 lenders• Manual, complex processes; Wanted to improve, streamline and increase

overall control of the processes• Automate repeatable, efficient, consistent strategies across the client base

Implementation & Innovation• Model and automate the complex credit management strategies of each

client (over 50 different strategies); Modular components developed and adapted to specific constraints

• Integrated with document production • Center of Excellence approach

Benefits • 22 FTE’s saved (£400K process architect)• Rapidly adopt new strategies without lengthy development and testing • Improved compliance and radical reduction of errors• Clients a pay by results pricing structure (accounts cured rather than activity

levels)

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Gold AwardGold Award

Swisscard AECS, Switzerland

nominated by nominated by Action Technologies, USAAction Technologies, USA

IntegratorIntegratorAction Solutions AG Action Solutions AG

Europe

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Situation• Service operation, offering merged credit card support• Time to market issues; multiple contact-points • Credit Cards, Loyalty Programs, Corporate Customers, Co-branded Cards• Faced increasing regulatory and risk issues

Implementation & Innovation• Combined BPM principles and software agent technology (wrapping new

and legacy applications)• Extending workflow boundaries to include external customers• Humans & software agents participate in Case Management (Meta-Cases)• Wide range of processes – full lifecycle, applications to chargebacks

Benefits• ROI of 338% (based only on the cost savings); NPV over $1 million in 2009

(first year)• 40% reduction in cycle time; 30% increase in productivity; Information

quality of 10%

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Daniel Böhringer

Head of Risk Services

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Middle East-Africa

Silver AwardSilver Award South African Post Office

nominated bynominated byPétanque Consultancy,

South Africaand

NAFITH Logistics PSC, Jordannominated by nominated by

TraxAware Software LLC, Jordan

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South African Post Office

Situation• New business model agreed in 2007• “to become more accessible, more customer focused, more innovative in

generating revenue and finding new and better ways of providing services to the urban and rural communities”

Implementation and Innovation • BPM applied in a low IT focus, high people impact formula • “Created an environment for teamwork and buy-in at all levels, focusing on

transparency, collaboration and interdepartmental exchange of current and best practice processes”

• Business-wide engagement program Benefits

• Impacting staff at all levels, customers, partners and suppliers, and the South African Government (shareholder)

• New partnerships; new products; • Cost savings, time reductions (employee onboarding, project

implementation, etc); Productivity (role clarity, removing duplication• Framework for longer term change and performance metrics

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NAFITH Logistics PSC, Jordan

Situation• 250 employee organization spread over 39 remote locations working on a

24/7 shift structure to manage and control all trucks going in and out of the city of Aqaba

• Enhance the culture through the creation of transparent HR processes• Transform the public-sector mentality to a corporate one• Create well defined business processes catering to all aspects of day-to-

day work and procedures Implementation and Innovation

• Reengineering of current manual internal processes• Development of standard business rules that serve the processes• web based Portal for HR, Content Management & Warehouse Management

Benefits • The 45% savings in paper translates directly into 1.4 MT of paper • Saving 3 FTE’s, 5% Fuel Reduction, Cars• Time reduction – 50% less administration; 60% in HR; 20% employee form-

filling; Process duration – e.g. vacation request from 3-5 days to 3 hrs

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Nokia Siemens Networks, UAE

nominated by nominated by

Appian, USA

Middle East-Africa

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Situation• Merger of Siemens and Nokia Networks - CSI employs 4000 staff;

T/O €500 million pa; Array of inflexible and disconnected tools

Implementation and Innovation• CSI process framework; BPMS to manage the business effectively

and support growth

• Touches all functional areas within CSI, suppliers and customers incl Service Delivery, Resource/Competency Mgt, Sales Mgt, Tech Support, Product & Portfolio Mgt, Remote Delivery & Offshoring

Benefits• €1.8 million investment, CSI has calculated a €12 million annual

productivity savings pa

• Real time end-to-end business and project visibility in 15 months

• Improved employee utilization; common language

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Nick Deacon, Nokia Siemens Networks

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Silver AwardSilver Award AmerisourceBergen, U.S.

nominated bynominated by Metastorm, USA

andandCounty of San Joaquin, California, USA

nominated bynominated by Oracle USA

North America

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AmerisourceBergen, U.S.A.

Situation• Global Pharma – maintaining high standards while managing growth;

creating efficiencies; making better and faster decisions; ensuring regulatory and legal compliance

• Numerous relationships with manufacturers, pharmacies, and hospitals Implementation and Innovation

• Established a BPM Center of Excellence• Deployed and optimized nearly 200 processes with approximately 3,000

global users (with a team of 4) Benefits

• Establish more efficient and accurate tracking capabilities • Significantly reduce chargeback disputes• Improve transaction transparency and improved supplier collaboration • Empower more process-centric thinking across multiple departments• “Total annual benefits are in the tens of millions of dollars”• Example - Accounts payable process has improved reconciliations from

20% a month to 70% a month

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County of San Joaquin, California

Situation• providing a wide and diverse range of programs and services to over

650,000 County residents• Range of programs - Health care services; Community Centers and Parks;

many State and Federal mandated programs; Criminal Justice Information System (CJIS)

• Decreasing Budgets; Changing Demographics; Service Constrained by Organizational Structure and existing Processes

Implementation and Innovation• Implement service-oriented architecture (SOA); • BPM-BPEL• Established key project benchmarks

Benefits • Improved processing of Warrants by providing BAM dashboards to users• Reduced interface development time from 6 months to 1 month• Reduced implementation time for COTS applications• Reduction in the number of system interfaces by adopting a

publish/subscribe architecture

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Lincoln Trust Company, USA nominated by nominated by

Lincoln Trust Company, USA

North America

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Lincoln Trust Company

Situation• Recently spun off; 350 employees & $15 billion assets • Manage non-traditional financial assets such as private placements, promissory

notes, offshore funds; residential and commercial real estate• Using BPM technology to manage all strategic processes of the organization

Implementation and Innovation• Client web portal; Integrated process with VOIP telephone system• BPM practice center – common shared processes; implemented 15 enterprise

wide business processes impacting 10 different operational business units

Benefits• 90% reduction in customer complaints• Year one ROI of 120%; overall cost savings of $2.2M• decreased process cycle times in some areas by up to 75%• Now process 75% of volumes prior to a divestiture with 25% of the original staff• Generate additional revenue by encouraging clients to “upgrade” accounts

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Lincoln Trust Company

Helen Cousins, EVP/ CIO

Joan Manning, EVP Operations Helen Cousins, (left) and Joan Manning

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Silver AwardSilver Award

Reliance Life Insurance, Indianominated by nominated by

Savvion Inc., USA

Pacific Rim

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Reliance Life Insurance, India

Situation• In just two years of operation, Reliance Life Insurance has exceeded 2

million policies and is among the country’s fastest growing life insurance firms in new business premiums with a year-over-year growth rate of 195 percent

Implementation and Innovation • BPM governance council• BPM provided the backbone and orchestrated multiple systems including

Documentum, LifeAsia (on AS/400), Policy Tracking and InsureConnect.• Highly distributed multiple teams/departments across geographies, partners

Benefits • Reduce processing time for new policies from 2 weeks to 4 hours• Transaction costs of underwriting significantly reduced due to the

automation achieved• Enabled services via multiple channels

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South Australia Department of the Premier and Cabinet

nominated by nominated by

HandySoft, USAHandySoft, USA

Pacific Rim

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Situation• Cabinet Submissions and Notes for Cabinet and the associated

briefings• Processes require collaboration and negotiation across more than

20 directorates and agencies with more than 40,000 potential participants

• Highly dynamic, heavily paper-based, prone to security breaches Implementation and Innovation

• Portal; Paperless environment for Cabinet proceedings• Case Management and Action Tracking; Structured and

Unstructured Processes Benefits

• Hundreds of thousands of dollars savings• DPC has realized “time reductions” as well as “productivity

improvements.” DPC plans a full ROI analysis in 2010.

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Tanya Smith Deputy Chief Executive of the Department of the Premier and Cabinet

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Silver AwardSilver Award

NO SILVER AWARDED THIS YEARNO SILVER AWARDED THIS YEAR

South & Central America

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QUALA SA, ColombiaQUALA SA, Colombianominated bynominated by

Pectra Technology, USA

South & Central America

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QUALA SA, Colombia

Situation• Multinational dedicated to the production and distribution of food• Agility, greater scalability in the operations the same organization

Implementation and Innovation• Integration of the value chain • 6 core processes - supply and logistics, investment project

evaluation, prices & promotions, product traceability & temporary staff management

• 300 internal users at 6 different locations, and over 200 external users

Benefits • HR Processes - time reduction (-250%) 5 2 days; productivity

(+145%); expense reduction (USD 55,000 monthly)• 70% more sales than in 2006• Integration of 800 suppliers into Value Chain

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QUALA SA, Colombia

MARIA CRISTINA COBOS MUÑOZ

IT Development Manager

QUALA Team

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2009 Winners

EuropeGold Swisscard AECS AG, Switzerland

• Nominated by Action Technologies Inc., USA

Silver (tie) SNS Bank IT, Netherlands

• Nominated by Red Hat, Netherlands

Homeloan Management Llt (HML), UK • Nominated by Lombardi Software, USA

Middle-East AfricaGold Nokia Siemens Networks, UAE

• Nominated by Appian, USA

Silver (tie) South African Post Office, South Africa

• Nominated by Pétanque Consultancy, South Africa

NAFITH Logistics PSC, Jordan • Nominated by TraxAware Software LLC, Jordan

North America

Gold Lincoln Trust Company, USA

• Nominated by Lincoln Trust Company, USA

Silver (tie) AmerisourceBergen Corporation, USA

• Nominated by Metastorm, USA

San Joaquin County, USA • Nominated by Oracle, USA

Pacific Rim

Gold South Australia Dept of the Premier and Cabinet,

Australia • Nominated by HandySoft, USA

Silver Reliance Life Insurance, India

• Nominated by Savvion Inc., USA

South and Central America

Gold QUALA SA, Colombia

• Nominated by Pectra Technology, USA

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Thank you!

Our congratulations again to the Our congratulations again to the Finalists and Winners.Finalists and Winners.

Derek Miers, BPM Focus. Lead JudgeDerek Miers, BPM Focus. Lead Judge

Layna Fischer, Awards Director and PublisherLayna Fischer, Awards Director and PublisherFuture Strategies Inc.Future Strategies Inc.

The recording and slides will be posted to The recording and slides will be posted to www.BPMF.org within a few days. within a few days.