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  • Business Process Management: Who consumes Analytics and what is driving their use


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    analytics_0.png.1454a8f9dc2d8faec5cee582845a011c.pngWho consumes Analytics and what is driving their use ?

    The main BPM personas interested in analytics are

    • End Users. People who process work coming from the Business Process Platform. For example, a mortgage specialist or a claim expert.
    • Operational Managers: typically in charge of one or more teams of business specialists, end users that we just talked about. Responsible for overall team performance.
    • Line of Business Managers, responsible for overall performance of a business such as Mortgages Business Unit.
    • Customer Experience/Service Managers.  Responsible for customer satisfaction.

    Something they all have in common is they need something simple, easy to use.

    For all those personas, the use of analytics is driven by a number of questions that they need to answer to achieve their daily life:

    End User

    Am I meeting my individual goals?

    Daily? Monthly? Yearly?

    Am I meeting the objectives that I am evaluated on?

    What is the contextual data that I need to perform my tasks?

    What is my workload for today?

    Operations Manager

    Do I have enough resources?

    • For Today? Tomorrow? This Week?

    Or? I know I don't have enough resources

    • How should/could I optimize?
    • What should I prioritize?

    Is anything in jeopardy?

    What is my team's performance?

    Did I meet my objectives?

    Line of Business Manager

    Do I have a Quality issue ?

    Multiple occurrences (eg. Signatures, maker check loops)

    Where are my opportunities for improvements ?

    Business Analysis (Domain specific)

    Top/Flop customers

    Trends, Outliers

    Impact of marketing campaigns

    Customer Service Manager

    What is my Net Promoter Score (Customer Loyalty Indicator) ?

    Are any customer orders/processes in jeopardy?

    What was the reception of the last promotion?

    Did I meet my objectives?

    How do I provide visibility to our customers?

    Also, let?s detail the term ?Objective? and look at Business Process Management  under the angle of Delivering Work to People, with some Objectives.

    We can classify Objectives in at least 3 categories

    • Operational Objectives. These are the hard ones, the ones you need to meet. A Motor claim in French requires those two skills it?s not negotiable.
    • Organizational Objectives: the same claim can potentially be processed by many individual resources matching those skills. But a work organization strategy applies as an overlay.
    • Management Objectives: this vary from one organization to another: you may promote individual objectives, team spirit, emulations, fair distributions.

    So Where do you want your agility? and how do you achieve that ?

    • Operational ones are not negotiable.  Typically you want to defined those constraints in your models. TIBCO provides the concept of a ?distribution model? where you define not just roles but also skills, privileges. Then you define the ?distribution strategy? to map your process activities to those skills.
    • Organizational and Management objectives are typically the ones you need to change often, adapting to the situations and turbulences of the day. So typically business need to be in control of these and adjust it from a command and control type of dashboard without any IT involved.

    So the ideal solution is a combination of Distribution Rules (in a model) + Realtime Actionable Dashboard (at any time).

    Where can they find the answers: metrics with ActiveMatrix® BPM

    The key metrics needed are not just about processes performance, but also Work Backlog, Resources available, Data (Business Artifacts)

    The following metrics are available in TIBCO ActiveMatrix® BPM Solution to provide the answers to some of the questions above:

    Work Backlog

    By Global Priority

    • By Process/Business Family
    • By Market Segment/Customer
    • By Profile/Skillset Required  (FTE Estimates)

    By SLA Status (In SLA, Approaching SLA, Overdue)

    • Who is Working on What?
    • Daily Trends

    Resource Pool

    What is my capacity

    • What profiles, capabilities, proficiency levels
    • My Team, Region, Global

    Processes Performance

    Volumes

    Cycle times, Wait times

    Loops (Quality Control)

    Processing behaviors (Forward To, Escalations)

    Rejection rates

    Business Data

    Cases status and visibility

    Business data related metrics

    • E.g. Which products generate the biggest number of claims?
    • E.g. Top customers

    Visualizations with TIBCO® Spotfire combined with TIBCO ActiveMatrix® BPM

    Create in minutes. Share in seconds.

    Spotfire?s highly visual and award-winning design makes it incredibly easy to create operational dashboards and analytic applications. And we make it just as easy to publish them directly to tablets or desktops through a zero-footprint web client for everyone to see. This method gives your data a voice that projects a clear message to your knowledge workers and encourages exploration and collaboration by all.

    Whether you?re a novice or an analytics expert, no other solution makes it quite as easy to get started, build dashboards, or deliver analytics expertise. Recommendations provide built-in intelligence with suggestions for best-practice visualizations and the ability to create a dashboards in seconds. A seamless UI lets analysts and data scientists build analytics applications for business users ? without having to wire together visualizations or take additional steps.

    recommendations2.thumb.png.4da2a2d77b4b9cfcfe191b3c81904d52.png

    TIBCO® Spotfire gives you the ease and flexibility to slice, dice, drag-and-drop, and drill-down into work, process, and resource details so you can find the information you need and take immediate, effective action directly from the dashboard. The business is able to change how the core business process operates to align it with current resources, capacity, load, and changing business goals?again, directly from the analytics dashboards?and without any IT intervention.

    It will guide you to use what you already know to discover things you don?t, amplifying your experience and augmenting your skills. Explore data from multiple sources and angles to get answers faster. Whether it?s a data deep dive or checking KPIs on the road, insight is just a couple clicks away.

    • Immersive visualizations
    • Smart Recommendations
    • One-click predictions
    • Threaded discussions and collaboration
    • Maps, geocoding, and routing
    • Mobile metrics and KPIs

    recommendations3.png.0729faea6cab99da676a65952a80ced5.png

    Combining Spotfire with ActiveMatrix® BPM allows you to quickly build visualizations in the area, for example, of:

    • Intelligent adjusting of work distribution
    • Dynamic and automatic work prioritization
    • Service level agreement management
    • Pattern discovery (to understand the past)
    • Real-time work monitoring
    • FTE estimates
    • Predicted time to completion
    • Available resources and skills
    • Forecasting of as-is scenarios
    • Priority simulations
    • As-is and what-if scenario comparison forecasts

    Learn more about Spotfire by checking the TIBCO® Spotfire Product Page.

    What actions do they want to take

    With TIBCO?s dashboards, business users can directly act on the problem by triggering responses to the ActiveMatrix BPM engine or other actions. The way it is done is by embedding visualizations in a web application that can interact with the rest of the solution. So you can easily build your use case specific dashboard/analytics application.

    Such actions may include

    • Actions on the work backlog
      • Re-Prioritize Work
        • Based on the best what-if scenario
    • Actions on the resources pool
      • Add resources
        • Temporarily or longer term
        • From another team or recruitment
      • Change resources focus
      • Train resources
        • If higher proficiency needed
    • Request process improvement
      • Change a threshold
      • Change a rule
      • Add/Remove Tasks

    The following diagram represents the concepts around the TIBCO Solution: from Insight to Action.

    insighttoactionconcepts.thumb.png.ab72bc0d0dcbd04a734daedcbeaf709e.png

    You can also read the following section : Act on the TIBCO ActiveMatrix® BPM Platform from TIBCO Spotfire® 

     

    back-to-page_9.png.8963395dc2bb72eaa3c19529303dd3fc.pngBack to Main TIBCO ActiveMatrix® BPM Wiki page


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