SL-slides-for-IQPC-Webbinar v5 copy
- 1. Intelligent Operations How to Map and Measure Hundreds of Processes in a Short Period of Time PROCESS MAPPING AND MODELING OPEN HOUSE 9-10 MAY, 2016
- 2. | Company Presentation to Business/Client www.stereologic.com About Presenters Sofia Passova, Ph.D. President and CEO StereoLOGIC Neal Oswald, CA. CPA. CFA. SVP Process Management CIBC (Former) Stan Passov SVP Product and Services StereoLOGIC Sofia’s creativity and advanced knowledge of modeling technologies have allowed her to create a number of successful IT companies, including Blueprint Systems – the industry leader in requirements modeling and simulation. Sofia’s solutions were honored by Gartner’s Cool Vendor Award in 2004 and 2008 and it was successfully adopted by a number of Fortune 500 companies. Sofia has Ph.D. in computer science and M.Sc. in electrical engineering and started her career as a rocket scientist. As a Senior Vice President of Process Management in Retail and Business Banking at CIBC, Neal created and ran the End-to-End transformation programs. Neal and his team built the capability to digitally measure and manage the ETE lending processes for the mortgage, cards and wealth businesses. Neal moved to this role from Technology and Operations where he was the SVP for Process Management. Stan brings a unique expertise in accelerating customer adoption of modeling solutions and aligning the product vision with the customer’s needs. Before StereoLOGIC, Stan was VP of Sales Engineering at Blueprint Systems. Stan performed consulting in a variety of senior engineering and management roles for Fortune 500 companies such as Fidelity, XEROX, AT&T, CIBC and many others.
- 3. | Company Presentation to Business/Client www.stereologic.com Agenda Introduction Business Cases Demo Conversation with the User Q & A How to Map and Measure Hundreds of Processes in a Short Period of Time
- 4. | Company Presentation to Business/Client www.stereologic.com Process Mapping / Modeling Today Today process maps / models are created by Humans The automation is limited to drawing tools However, the most complex part of process modelling – understanding: • what activities should be performed? • what is their sequence? • where are decision points? • how everything works together? is still performed manually by highly qualified BAs and Process Engineers. This is why it is so complex and expensive effort
- 5. | Company Presentation to Business/Client www.stereologic.com Manual Process Mapping and Measurement Customer Service / Call Centers Outsourcing Back Office • Process discovery takes 40 % of the project time (Gartner) • Based on “employee stories” • Miscommunication … time consuming Interview and Meetings Modern Enterprise
- 6. Employee Process Discovery and Acceleration www.stereologic.com StereoLOGCIC – Automated Process Mapping and Measurement 5-10 X Acceleration of Process Mapping, 100% Accuracy ROI < 3 months Measures Documents Customer Service / Call Centers Outsourcing Back Office Extracts Processes Create new G/L Balance ? Check Spread Sheet Check Spread Sheet Create Report Yes Adjust Balance Forward to Verify Line Items Business Customer ? Business Customer ? Update Spread Sheet Update Spread Sheet Email Credit Group Email Credit Group Yes Unknown Create new G/L Balance ? Check Spread Sheet Check Spread Sheet Create Report Yes Adjust Balance Forward to Verify Line Items Business Customer ? Business Customer ? Update Spread Sheet Update Spread Sheet Email Credit Group Email Credit Group Yes Unknown Create new G/L Balance ? Create Report Yes Adjust Balance Forward to Verify Line Items Accelerated Processes StereoLOGIC Monitors Operations
- 7. | Company Presentation to Business/Client www.stereologic.com Benefits for Enterprise Operations Project Award Winner 2014: Pitney Bowes' Back Office Customer Management Process StereoLOGIC has accelerated the customer service by 56% and saved 30% of operating costs. Guarantees 2X customer service acceleration Saves up to 50% of operating cost Improves service error rates (close to ~ 0%) Provides immediate quality control by monitoring employee operations at any remote location without installation on employee desktops Accelerates BPO, M&A, Transformation, Security and Compliance Initiatives
- 8. | Company Presentation to Business/Client www.stereologic.com • 5X acceleration of analyst work • $1.5M Transformation Project cost savings Business Cases: Departments of Labor - US Western States To consolidate Unemployment Tax and Benefit systems from 4 US states into one unified system, with limited process documentation The Challenge StereoLOGIC was applied for: automated discovery of As-Is processes in each state, process comparison, integration and documentation. As the result, the Process Discovery work that was planned for 5500 hours was completed in just 810 hours. Results Transformation of Tax and Benefit Systems 0 1000 2000 3000 4000 5000 6000 5500 810 Manually StereoLOGIC Time (hrs.) Manually StereoLOGIC
- 9. | Company Presentation to Business/Client www.stereologic.com Business Cases: Pitney Bowes Inc. Call Center Process Improvement Project
- 10. | Company Presentation to Business/Client www.stereologic.com Demo Process Discovery Generation of Process Documentation Generation of Employee Training Materials Time Measurement and Reporting
- 11. | Company Presentation to Business/Client www.stereologic.com Deliverable: Performance Reports 1. Time per task 2. Start and End time for each task 3. Time for each sub- activity 4. Min., Max. and Average time: • Per Employee • Per Process 5. Detailed activity log 6. Task Scoring • Accuracy Scoring • Time Scoring
- 12. | Company Presentation to Business/Client www.stereologic.com Deliverable: Quality Management and Diagnostics • Delays represent 21% of the total time • These errors and delays can be reproduced and sent to developers for correction
- 13. | Company Presentation to Business/Client www.stereologic.com Error Reproduction & Cause Analysis Report • Detailed Error Replay - flow with links to the screens to assist error reproduction • Additional technical info available: Page URLs, Session IDs, user events, etc. StereoLOGIC identified system error in the Step 1.5 The step sequence between err ors and process activities causi ng them can be automatically reproduced (Steps 1.1 – 1.5)
- 14. | Company Presentation to Business/Client www.stereologic.com Deliverable: Employee Process Manuals Detailed Process MapStep-by-step Training Manual Screens for Each Step
- 15. | Company Presentation to Business/Client www.stereologic.com Q and A Contact: Stan Passov (705) 816 5552 www.StereoLogic.com