15th 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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Trends

Multiple, complex processes automated Workflow integrated with CRM and ERP Portal implementations (B2E, B2B, B2C) Finance and Commercial Lending E-gov and customer self-service initiatives Emphasis on straight-thru processing and One Stop Shop Still to much emphasis from the vendors on their technology

rather than the essence of the case• 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 the South American market• Last year it was Asia• Africa and Middle East regions disappointing

No Outstanding Entry • No Global Award this year

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Finalists

Europe• KPN, The Netherlands: nominated by Cordys UK Ltd• MIGROSBANK, Switzerland; nominated by Action Technologies Inc.• Techspace Aero, BELGIUM; nominated by W4

Middle-East Africa• PruHealth South Africa, South Africa; nominated by TIBCO

North America• City of Edmonton, Canada; nominated by Computronix Ltd.• Dickinson Financial Corporation, US; nominated by Adobe Systems• Farmers Group, USA; nominated by Pegasystems• Office of the Secretary of Defense (OSD) for Acquisition, Technology & Logistics (AT& L), USA:

nominated by Oracle Corp• Tribunal Superior de Justicia del Estado de Hidalgo, Mexico; nominated by PECTRA Technology• U.S. Xpress, USA; nominated by Cordys UK Ltd• US MEPCOM, USA; nominated by Oracle Corp

Pacific Rim• AEGON Religare Life Insurance, India; nominated by Cordys UK Ltd• Australian Health Plans, Australia; nominated by Polonious Pty Ltd• Fullerton India Credit Company Ltd., India; nominated by Newgen Software Technologies Ltd.• Satyam Computer Services Limited, India; nominated by Satyam

South and Central America• INMETRO, Brazil; nominated by Cryo Technologies• ISAPRE Microsystem, Chile; nominated by PECTRA Technology• Produbanco, Ecuador; nominated by BizAgi Ltd• Transfiriendo S.A., Colombia; nominated by TYCON S.A.

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Silver AwardSilver Award

Techspace Aero, BelgiumTechspace Aero, Belgium

nominated by nominated by

W4, FranceW4, France

Europe

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Techspace Aero, BelgiumTechspace Aero, Belgium

Situation• Techspace Aero designs, develops and produces modules,

equipment and test cells for aircraft and space engines.• Computer Aided Quality Management (CAQM) application.

Implementation & Innovation• Flexible management of quality incidents• Modular components developed and adapted to the specific

constraints of the aircraft and space industry • Draws on existing ERP data; definition of assembly or machining

ranges, serial numbers in engine sub-assemblies Benefits

• Improved quality participants’ efficiency • Enabled seamless exchanges between the different departments

customers and suppliers • Roll-out to other applications and corporate adoption

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Gold AwardGold Award

Migros Bank, SwitzerlandMigros Bank, Switzerland

nominated by nominated by Action Technologies, USAAction Technologies, USA

IntegratorIntegratorAction Solutions AG Action Solutions AG

Europe

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Migros Bank, SwitzerlandMigros Bank, Switzerland

Situation• Migros Bank is one of 10 leading financial institutes in Switzerland

and one of biggest Retail-Banks; multiple contact-points • Faced increasing regulatory and risk issues

Implementation & Innovation• Focused on people-oriented processes (as against the back office

core accounting processes). • Highly modular approach• Focus on difficult human processes initially rather than highly

repetitive procedures• 23 processes implemented in 81 man days

Benefits• Business focus on a relationship management-centric strategy• NPV over 2 million CHF between 2006 and 2008

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Gold AwardGold Award

PruHealthPruHealth, South Africa, South Africa

nominated by nominated by

TIBCO, FranceTIBCO, France

Middle East-Africa

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PruHealth, South AfricaPruHealth, South Africa

Situation• Health insurance company rewards members for a healthy lifestyle

o A requirement for customer centricityo A desire for ongoing product and service innovationo A requirement for efficiency improvements from increased regulatory pressure

Implementation and Innovation• BPM-SOA combination

• Rich portals for customers and business partners

• Introduced new process for managing appointments with screening partners, tracking usage and preparing corporate bills

Benefits• Reduced the training time for new users and optimized resource

utilization

• Membership growth 67% with 5.8% increase in staff during 2008

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Silver AwardSilver Award

High Court of the State of HidalgoHigh Court of the State of Hidalgo, Mexico, Mexiconominated bynominated by

Pectra Technology, USAPectra Technology, USAandand

US Express, USAUS Express, USAnominated bynominated by

Cordys, NetherlandsCordys, Netherlands

North America

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High Court of the State of Hidalgo, MexicoHigh Court of the State of Hidalgo, Mexico

Situation• 51 first instance courts and second instance courts, each having

numerous individual, complex and manual processes

• Annual average of 40,000 legal actions

• Implemented Integral Program of Processes Systematization

Implementation and Innovation • Judges participated in the process mapping

• Established portal accessible by citizens, legal parties

• Creation of a unique process of civil, criminal and family matters

Benefits • Real time statistics of trials, their ratio and progress status in the

criminal legal process.

• Substantial cost and time reductions

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US Express, USAUS Express, USA

Situation• Largest privately-owned truckload carrier with over 8,500 trucks

and 26,000 trailers • Bring together disparate systems of acquired companies • Needed integrated solution for various independent trucking

entities to bid for each other’s orders. Implementation and Innovation

• Single View of Exposed Orders in near real-time • Fundamental change the way IT thinks of developing solutions

Benefits • Long term cost reduction in order processing as new trucking

entities are added• Order processing time has decreased from days and weeks to

hours and days

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Gold AwardGold Award

United States Military Entrance United States Military Entrance Processing Command (US MEPCOM)Processing Command (US MEPCOM), USA, USA

nominated by nominated by

Oracle, USAOracle, USA

North America

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US MEPCOM, USAUS MEPCOM, USA

Situation• US MEPCOM processes and qualifies individuals applying for military

service in any one of five Armed Services• Processes over 1 million records per year and maintains over 60 million

current records across all the armed services • Existing Enterprise Architecture (EA) too antiquated for increasingly

changing environment Implementation and Innovation

• Adapted to more interconnected, real-time environment • Four major projects (total cost was around $40 million) fielded in less than

one year - only had to build three new services • “Conducting open heart surgery on yourself with a knife, while running a

marathon, where the only training you’ve had was from the discovery channel”

Benefits• DoD-wide savings estimated over $56 millions (on one aspect alone)• Screening down from 3 days to 30 seconds, development spirals 12m to 3m• Established an agile and flexible infrastructure, complies with DoD

standards and interoperability across all branches

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Silver AwardSilver Award

Australian Health PlansAustralian Health Plans, Australia, Australia

nominated by nominated by

Polonious Pty Ltd., AustraliaPolonious Pty Ltd., Australia

Pacific Rim

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Australian Health Plans, AustraliaAustralian Health Plans, Australia

Situation• Specialist health insurer providing health plans for temporary residents • Objective to reduce operating costs and to stop them rising with sales • Database unwieldy, expensive and error prone (MS Access & Spreadsheets)

Implementation and Innovation • "The person who answers the telephone answers the question" • Records retrieved in less than a second and show all claims, historical policies,

accounts etc

Benefits • Up to 60% productivity improvements • Over 60,000 Saving in Hours per annum • Premium growth of more than 40% over past 4 years• Increased customer and staff satisfaction

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Gold AwardGold Award

Fullerton India Credit Company Ltd.,Fullerton India Credit Company Ltd.,

IndiaIndia

nominated by nominated by

Newgen Software Technologies Ltd., Newgen Software Technologies Ltd., IndiaIndia

Pacific Rim

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Fullerton India Credit Fullerton India Credit Company Ltd., IndiaCompany Ltd., India

Situation• Every branch an independent profit center complemented by centralized

operations and policy governance• Achieve lean but profit-oriented branches, reduced turn-around-times, lower

cost of operations and better customer experience• Commercial Mass Market (catering to self employed) and Retail Mass

Market (catering to salaried individuals)

Implementation and Innovation• Commercial lending application out-of-the-box, complete customer tracking,

etc. • Scaled up to 750 branches in only 18 months

Benefits• One-of-its kind project in India • Substantial process improvement, rapid results, visibility and control • Increase in revenue and employee job satisfaction

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Silver AwardSilver Award

INMETRO, Brazil INMETRO, Brazil

nominated bynominated by

Cryo Technologies, Brazil Cryo Technologies, Brazil

South & Central America

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INMETRO, Brazil INMETRO, Brazil

Situation: National Institute of Metrology, Standardization and Industrial Quality (INMETRO)• Support the accreditation of approximately 300 organizations• Aim—strengthen national companies: increase productivity through

adoption of mechanisms to improve quality of products, services• Approx 800 manually certifications every year

Implementation and Innovation• Intense participation by the operating team• Extremely collaborative on quite complex process• Total number of activities reduced by 43% (use of BPMN)• Removing many internal review procedures

Benefits • Using just 0.025% of its annual budget, reduced average time for

accreditations by 30%. • Substantial improvements in productivity and employee job satisfaction

o Reduced from 13 months to 9 in the first year (expect that to drop to 6 or 7)

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Gold AwardGold Award

Produbanco, EcuadorProdubanco, Ecuadornominated bynominated by

BizAgi Ltd., ColombiaBizAgi Ltd., Colombia

South & Central America

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Produbanco, EcuadorProdubanco, Ecuador

Situation• One of most important financial conglomerates in Ecuador• Lack of integration and subjectivity in the approval process• Too many manual activities, rework and exception handling

Implementation and Innovation• All stages performed through a web portal• Activities completed in real time • 80% applications approved (or rejected) automatically

Benefits • Increased reputation as the most efficient bank to handle credit

applications with new ways of engaging customers • Almost all automated processes take less than one day on

average• Increased revenues and better organizational productivity

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2008 Winners

EuropeGold Award• Migros Bank, SwitzerlandMigros Bank, Switzerland Silver Award• Techspace Aero, BelgiumTechspace Aero, Belgium

Middle East—Africa Gold Award PruHealth, South AfricaPruHealth, South Africa

North America Gold Award US MEPCOM, USAUS MEPCOM, USASilver Award (tie) High Court of the State of Hidalgo, High Court of the State of Hidalgo,

MexicoMexico US Express, USAUS Express, USA

Pacific Rim Gold Award Fullerton India Credit Company Fullerton India Credit Company

Ltd., IndiaLtd., India Silver Award Australian Health Plans, Australian Health Plans,

AustraliaAustralia

South and Central America Gold Award Produbanco, EcuadorProdubanco, Ecuador Silver Award INMETRO, BrazilINMETRO, Brazil

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Thank youThank you

Derek Miers, BPM FocusDerek Miers, BPM Focus

Layna Fischer, Awards DirectorLayna Fischer, Awards Director