© Tech Mahindra Limited 2009

PRocess Interactive DEpicter Author (s): Babu Narasimhan/Shaifali Mittal

Abstract:

This paper focuses on providing a realistic view of business process to customer community. It

uses visualization and animation techniques to represent/communicate business processes and

also provides a useful technique for demonstrating process flows to clients interested in

conceptual understanding of E2E and complex scenarios. Also it was understood that this

technology will help various concerned stakeholders to achieve their individual Operation

Support System (OSS) understanding.

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TABLE OF CONTENTS

1. Introduction ............................................................................ 2

2. Problem Statements for Service Industry .............................. 2

3. Operational Challenges and Solution .................................... 2

3.1 Comparision of Various tools with PRIDE ....................... 5

4. Methodology .......................................................................... 6

5. Business Benefits .................................................................. 6

6. Reference .............................................................................. 7

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01 INTRODUCTION Traditionally, Process Modelling tools, documents, flowcharts, power point presentations are

used for defining/representing business processes. It was observed and realized that sometimes

these media are failed to provide a clear representation of the E2E picture, process flow and

timelines.

Some challenges are also observed in share/distribute information, imparting trainings, online

learning, check/test user knowledge and capability.

To address these short comings, a colorful, vibrant and interactive digital visualization tool was

developed Called PRIDE (PRocess Interactive DEpicter). PRIDE is useful for providing the

realistic view of business processes, multimedia presentation, training pack and e-Learning

solutions to customer community. It uses visualization and animation techniques for easy

understanding.

This whitepaper covers business challenges, solution, methodology and business benefits of

PRIDE.

02 PROBLEM STATEMENTS FOR SERVICE INDUSTRY

Difficulty in addressing various business requirements with common process visualization

always leads to issues like standardizing visualization to multiple requirements.

03 OPERATIONAL CHALLENGES AND SOLUTION

The Most common operational challenges were to:

Improve

Cycle Time

RFT

Reduce

Exceptions

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Better

Quick Reference

Training Material

Regular Knowledge updates

Issue Management

To overcome these challenges PRIDE was formulated. PRIDE tool helps:

To make interactive process models for easy & fast learning of captured processes from operational communities.

To consolidate all the details like operating procedures, low level process, system screens, etc… in a single pack it help to make quick decision.

Applications developed using PRIDE Tool act as a single repository for making all the information easier to refer and manage by various communities. It helps to reduce CT of user’s own activities.

3.1 COMPARISION OF VARIOUS TOOLS WITH PRIDE

Let’s compare few features of PRIDE with modeling and other tool for better understanding

Parameter Process Modeling

Tools (ARIS) Other Tool

(MS PowerPoint) PRIDE

User Interface Friendly for Business

Process Modeling

Friendly for Business and Commercial

presentation

Friendly for all kind of applications (e.g. Process

modeling, Training pack, e-Learning module,

multimedia presentation etc)

Rich Interactive Content

Supports interactive content

Supports interactive content

Supports rich interactive content with high quality

graphics

Animation Supports pre-defined

basic animation Supports pre-defined

basic animation Supports user defined 2D

and 3D animation

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Multi color combination Supports Standard

colors Multi and gradient color combination is possible

Multi and gradient color combination is possible

Audio and Video Integration

Supported Supported Supported also Live Audio & Video integration is possible

Dynamic data Integration

Reads only fixed format of XML file

Not Supported Reads user defined data from .text and XML file

Custom Modification (Layout, Navigation

etc.) NA

Limited Modification can be done

PRIDE can be developed as requested by the customer,

in any layout, any kind of navigation any kind of

interaction etc.

Dependency on Client SW

Requires Client to be installed in the PC for full

features

Requires Client to be installed in the PC for

full features

Gives full defined functionality even with SWF

enabled browser.

Skills Specialization Require Basic software

knowledge Require Basic software

knowledge

Should be expertise in designing, animation and

programming

File Size

Low File size due to limited support of high quality images, Audio

and Video files

could be heavy due to excessive use of high quality images, Audio

and Video files

Could be heavy due to

excessive use of high quality

images, Audio and Video

files

Work efforts Usage of built in

template and graphics consume less time

Usage of built in template and graphics

consume less time

Creating of vector based

graphics and user defined

animation consume more

time

04 METHODOLOGY

Pride will act as a one stop solution for all kind of Process visualization needs coming from

diverse business/organizational areas. Users can easily access all the processes and

procedural documents through one gateway reducing their time and efforts significantly.

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05 BUSINESS BENEFITS

• Helps in building common understanding of processes and solutions across different user communities such as Business Stakeholders, Design Communities, Service Management Centers and Customers etc.

• Creates interactive bonding of high level process, system interfaces, low level procedures, screens shots associated with process

• Very useful to deliver customer briefings – Allows multilayered information sharing to hide complexities in interactive way

• Very useful as online training tool - Requires less time and money as compared to faculty led trainings to the new joiners and interested users

• Around 100 users were benefited by using the Training pack developed to train on the E2E processes

• Intranet publishing of training reduces demand on SMEs and gold users

• Single repository for all the information makes it easier to refer and manage

• Easy for users to access all the process and procedural documents through one gateway which reduces their time and efforts significantly. The Search facility and document library provides handy and quick reference to all the available information

Few example of PRIDE work are shown below

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Explains Process Solution to Ops community/ Stakeholders using Interactive Process Viewer, Interactive Solution Presenter, reduce time to understand the solution as compared to technical designs. Reduces

decision time for Stakeholders to progress the solution to implementation

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Design details are restricted to design / technical community, however the others communities can easily understand the same solution using this tool which results time reduction in accepting the solution and

progress it for implementation.

Live Dashboardsfor Management team indicating the status/ progress of Orders / faults

To enhance learning experience, training or reference material can be developed using this tool

with better interactiveness.

Online reference material helps in exception management or quick reference for the users

All the above benefits in reducing time of

operation/usage, expect correct data inputs or correct actions, increase in efficiency and resource

effectiveness.

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Animation, Pictures, Movies can be used to make the understanding easier

Regular updates using News Letters, E-Learning courses can help everyone in org to keep

themselves up to date with the changes in their area

06 REFERENCE

About Flash and Photoshop from: www.adobe.com

About Moodle: http://moodle.org/

About ARIS:

http://www.ids-scheer.com/en/Software/ARIS_Software/ARIS_Business_Architect/3731.html

About Tech Mahindra

Tech Mahindra is part of the multi-billion (USD) Mahindra Group, in partnership with British

Telecommunications plc (BT), the world’s leading communications service provider. Focused

primarily on the telecommunications industry, Tech Mahindra is a leading global systems

integrator, Business Process Outsourcing provider as well as Business transformation

consulting organization. Tech Mahindra has recently expanded its IT portfolio by acquiring the

leading global business and information technology services company, Mahindra Satyam

(earlier known as Satyam Computer Services).