Onboarding and BPM
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The document discusses how business process management (BPM) can be used to improve customer onboarding processes. Onboarding is complex, knowledge-intensive work that must balance compliance, efficiency and customer satisfaction. BPM can provide a shared understanding of the onboarding process, consolidate customer information, automate tasks where possible, enforce rules and best practices, and provide analytics. The document recommends starting with a core onboarding application, expanding functionality gradually, and designing the application for agile delivery across multiple onboarding instances.
Onboarding and BPM
- 1. Sandy Kemsley l www.column2.com l @skemsley Onboarding & BPM Transforming Onboarding with Business, IT and Technology
- 2. The Business Of Onboarding Copyright Kemsley Design Ltd., 2014 2
- 3. Why Do We Care About Good Onboarding? First impressions impact customer satisfaction Must satisfy regulatory and compliance requirements High risk if not done well Copyright Kemsley Design Ltd., 2014 3
- 4. Business Metrics For Onboarding Time to completion Number of customer callbacks Customer satisfaction Error/rework rate Problem resolution time Regulatory compliance Process agility Cross-selling Faster Better Cheaper … and Compliant Copyright Kemsley Design Ltd., 2014 4
- 5. Why Is Good Onboarding So Difficult? Complex processes Ad hoc knowledge-intensive work Rules- and data-driven Time-sensitive Content-rich Multiple systems External participants Conflicting goals of compliance, efficiency and customer satisfaction Copyright Kemsley Design Ltd., 2014 5
- 6. The Case For BPM And Onboarding Copyright Kemsley Design Ltd., 2014 6
- 7. How Can BPM Improve Onboarding? Shared understanding of process All customer information in one place Automate where possible Enforce rules and best practices Monitor and predict outcomes External events trigger actions Support knowledge workers of all skill levels with information-rich environment Copyright Kemsley Design Ltd., 2014 7
- 8. Integrated BPM Components For Onboarding Copyright Kemsley Design Ltd., 2014 8 Customer Information Ad hoc Tasks & Collaboration Predefined Processes Events Compliance & Rules Analytics & Recommendations
- 9. Technology Capabilities For Onboarding Process modeling Predefined workflows Ad hoc tasks Checklists Smart forms Case management Collaboration Business rules Analytics Content management Customer self-service Event processing System integration Smart process applications Agile model-driven development Copyright Kemsley Design Ltd., 2014 9
- 10. Getting Started With BPM And Onboarding Copyright Kemsley Design Ltd., 2014 10
- 11. Analyze The “As Is” Model the current process Analyze areas for improvement: l Bottlenecks l Unnecessary steps l Compliance activities Collect operational metrics Identify risks Copyright Kemsley Design Ltd., 2014 11
- 12. Start Simple (But Not Small) Implement core onboarding application: l Case management or smart process application l User-created checklists and tasks l Business rules l Internal collaboration Minimize customization and integration Expose analytics for customer self-service Copyright Kemsley Design Ltd., 2014 12
- 13. Expand As Justified Additional Functionality Expected Gains Integrate other systems (e.g., HR, ERP) Efficiency Reduced errors Allow customers to fill online forms and upload documents Efficiency Reduced errors Customer satisfaction External collaboration Cycle time Customer satisfaction Refactor user-created checklists to standard processes/rules Efficiency Compliance Predictive analytics to detect cases at risk Compliance Customer satisfaction Copyright Kemsley Design Ltd., 2014 13
- 14. Creating An Agile Onboarding Application Copyright Kemsley Design Ltd., 2014 14
- 15. Designing For Agile Delivery Copyright Kemsley Design Ltd., 2014 15 Case Management/Process App Platform Onboarding Application Commercial SmallBusiness Application C AppC/Instance1 Application B AppB/Instance1 AppB/Instance2 Configure and deploy Buy and/or build Buy Common InfrastructurePre-existing Personal
- 16. Required Infrastructure Integrated user environment Consolidated logging and analytics Data management and models Enterprise service bus integration Mobile/cloud support Common to all application development Copyright Kemsley Design Ltd., 2014 16
- 17. Core Onboarding Functions Predefined processes/checklists for regulatory compliance Common data models Common organizational models Organization-wide rules Rules-driven customer folder for content capture Common to all onboarding instances Copyright Kemsley Design Ltd., 2014 17
- 18. Configurable Per Onboarding Instance Local processes and checklists Rules parameters User role access Predefined user experience layouts Specific to onboarding instance Copyright Kemsley Design Ltd., 2014 18
- 19. Key Takeaways Provide a content-rich environment for knowledge workers Use rules to enforce compliance and best practices Automate where possible, with flexibility for regional variations Consider buy/build of a configurable onboarding application that can be deployed in multiple instances Copyright Kemsley Design Ltd., 2014 19
- 20. Copyright Kemsley Design Ltd., 2014 20 Sandy Kemsley Kemsley Design Ltd. email: sandy@kemsleydesign.com blog: www.column2.com twitter: @skemsley