Transcript of Orchestrating innovation, value and outcomes for your customers and business (PEX 2015)
- 1. 2014 DST Systems, Inc. All rights reserved.11 Orchestrating
innovation, value and outcomes for your customers and business
Edmund Johnson, AVP, Architecture, Pacific Life
- 2. 2014 DST Systems, Inc. All rights reserved.22 The enclosed
materials are highly sensitive, proprietary and confidential.
Please use every effort to safeguard the confidentiality of these
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provide access to these materials to any person inside or outside
DST Systems, Inc. without prior written approval. This proprietary,
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If we permit your printing, copying or transmitting of content in
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notice contained in this document. You may not create derivative
works of this presentation or its content without our prior written
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its products or services is provided for convenience only and does
not constitute an offer to sell, or the solicitation of an offer to
buy, any products or services offered by such entity, nor does such
reference constitute our endorsement, referral, or recommendation.
Our trademarks and service marks and those of third parties used in
this presentation are the property of their respective owners.
Disclaimer The enclosed materials are highly sensitive, proprietary
and confidential. Please use every effort to safeguard the
confidentiality of these materials. Please do not copy, distribute,
use, share or otherwise provide access to these materials to any
person inside or outside DST Systems, Inc. without prior written
approval. This proprietary, confidential presentation is for
general informational purposes only and does not constitute an
agreement. By making this presentation available to you, we are not
granting any express or implied rights or licenses under any
intellectual property right. If we permit your printing, copying or
transmitting of content in this presentation, it is under a
non-exclusive, non-transferable, limited license, and you must
include or refer to the copyright notice contained in this
document. You may not create derivative works of this presentation
or its content without our prior written permission. Any reference
in this presentation to another entity or its products or services
is provided for convenience only and does not constitute an offer
to sell, or the solicitation of an offer to buy, any products or
services offered by such entity, nor does such reference constitute
our endorsement, referral, or recommendation. Our trademarks and
service marks and those of third parties used in this presentation
are the property of their respective owners. Disclaimer
- 3. 2014 DST Systems, Inc. All rights reserved.33 Introduction -
Agenda Innovation Process BPM & Innovation Question and
Answer
- 4. 2014 DST Systems, Inc. All rights reserved.44 Offering
insurance since 1868, Pacific Life provides a wide range of
insurance products, annuities, and mutual funds, and offers a
variety of investment products and services to individuals,
businesses, and pension plans.
- 5. 2014 DST Systems, Inc. All rights reserved.55 We see this
problem
- 6. 2014 DST Systems, Inc. All rights reserved.66 And we see
this solution..
- 7. 2014 DST Systems, Inc. All rights reserved.77 But we should
have seen this
- 8. 2014 DST Systems, Inc. All rights reserved.88 Innovation
Process Problem Identification What do we need to change? What is
the desired end state? Road Blocks What are the things that need to
be fixed? What perceptions are you trying to overcome? Is there a
broader problem? Analyze What things can we do to overcome the road
blocks? What does the intended audience expect in the solution?
Prototype Is the solution having the desired effect? Where can we
exceed expectations? Can a technology shift improve the
solution?
- 9. 2014 DST Systems, Inc. All rights reserved.99 Challenges
Opportunity Ideas Strategic Direction Surveys Customer Feedback Big
Data Trends Trade Groups Conferences Identifying the Problem
- 10. 2014 DST Systems, Inc. All rights reserved.1010 Roadblocks
A topic that no one wants to discuss Life insurance can be
complicated Everything is on paper Fill out a really long
application Talk about your medical history 4-6 weeks to underwrite
Mobile is Cool The future of life insurance is being sold by
someone new
- 11. 2014 DST Systems, Inc. All rights reserved.1111 Analyze
Expand into additional life insurance markets New products New
financial advisers New tools to perform business anywhere Faster
and more transparent processing of life insurance applications
Improved internet presence Leverage technology back into the
enterprise
- 12. 2014 DST Systems, Inc. All rights reserved.1212 Prototype
Build multiple prototypes Iterate on functionality/process Iterate
on user experience Iterate on the combined process/experience
prototypes Analyze versions of the prototype by Letting your
colleagues try it out Run it by potential partners Focus groups
with target audience Perform proof of concepts on new technologies
being adopted Build Prototype Get Feedback Analyze Again
- 13. 2014 DST Systems, Inc. All rights reserved.1313 2014 DST
Systems, Inc. All rights reserved.
- 14. 2014 DST Systems, Inc. All rights reserved.1414 BPM is at
the Center of Innovation BPM is at the center of all solution.
Integrates with every system Provides a complete view of all
transactions BPM must be ready to support innovative projects
Improvements to your BPM capability drives down costs To make BPM
successful, there are some best practices that help innovation
succeed BPM CRM Portal Image Acquisition Images Repository Admin
Systems Correspondence Generation
- 15. 2014 DST Systems, Inc. All rights reserved.1515 Keep Users
in BPM Definition Keep users inside of their line of business
application so they are not switching between applications
Traditional Method Users must navigate multiple applications to
perform job duties. Second searches and double entry of data is
often required. Challenges Slows down productivity Increased
training costs Increased need to quality review work Innovative
Method Use API, iframes, and deep links to embed data and access
applications Benefits Simpler and better experience Reduced
processing errors CRM API Admin Accounting deep links iframe
- 16. 2014 DST Systems, Inc. All rights reserved.1616 Definition
Gradual adoption of business workarounds into processes flow
Traditional Method Identify all exceptions ahead of time and build
them into the flow Challenges Must find all exceptions upfront
Restrictions may prevent business workarounds for missed exceptions
Innovative Method Build the most common and painful exception into
the workflow after going live Benefits Solution is delivered
quicker Flexibility to deal with unknown Frequent exceptions that
are formalized can be accurately reported. Formalization of
Exceptions Correct Adjust Correct
- 17. 2014 DST Systems, Inc. All rights reserved.1717 Process
Synchronization Definition The ability for process flows to react
to and wait for other process status changes. Traditional Method
People watch for work and manually synchronize process (trolling).
Challenges Labor intensive Error Prone Time spent is not easily
measured Innovative Method Processes automatically advance to next
step based upon changes to state of other processes. Benefits
Reduced processing times Nothing gets lost Reduced labor Parent
Case Waiting for A Child Type A Child Type D Child Type A Child
Type B Waiting for B Waiting for C
- 18. 2014 DST Systems, Inc. All rights reserved.1818 Business
Events Definition Notifies other systems and people of changes in
status of a piece of work Traditional Method Scan for changes in
data store or use database triggers Challenges Business intent is
lost IT must identify and maintain triggers Innovative Method Add
events to business process to trigger an event Benefits Intent is
clear since event is in process model Business can control location
of event by modifying BPM IT still maintain subscriptions. Publish
Event Topic System A Text or Email Process Flow
- 19. 2014 DST Systems, Inc. All rights reserved.1919 Common
Tools/Integration Definition Build tools and integrations that
cross business areas Traditional Method Build custom tools for each
business area. Each group get exactly what they want Challenges
Increased development and maintenance Varying levels of
functionality available to different groups Innovative Method Build
tools and integrations that are configurable and common across all
teams Benefits Simplified support and reduced testing since there
are less versions All areas benefit when a new tool or integration
is added. Search CRM Search Image Archives Business Events Data
Export Rules Engine Transaction Sync Revisable Documents BPM
- 20. 2014 DST Systems, Inc. All rights reserved.2020 Cookbook
Definition A set of methodologies for solving common BPM problems
Traditional Method Each project goes through an analysis to figure
out how to model process. Challenges Lack of consistencies between
process models Increased training Increased maintenance Longer
delivery of project Innovative Method Have a set of patterns to
model different types of work for teams to choose from (not invent)
Benefits Solution is delivered quicker Reporting teams have easier
time building dashboards.
- 21. 2014 DST Systems, Inc. All rights reserved.2121 Results By
combining innovation with BPM best practices, Pacific Life has seen
the following benefits: Improved delivery time Reduced maintenance
Improved processing productivity (time and accuracy) Improved
ability to measure and report on transactional performance BPM
Innovation Common Tools Cookbook Formalized Exceptions Business
Events Single UI Process Synchronization
- 22. 2014 DST Systems, Inc. All rights reserved.2222 Question
and Answer
- 23. 2014 DST Systems, Inc. All rights reserved.2323 Thank you!
Edmund Johnson, Pacific Life | edmund.johnson@pacificlife.com