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One Vision
- 3. Pegasystems SmartBPM Suite Design Build Deploy Monitor Analyze Improve Model Simulate
- 5. Powerful Rule Engine Functionality Policies Processes Business Rule Decision Decision Tree Event Constraint Expression Decision Table SLA Trigger On Change
- 6. Multi-Dimensional Specialisation GEOGRAPHY TIME CHANNEL PRODUCT CUSTOMER Plan for all Customer, Partners and Circumstances
- 7. Automate the Work Procedural Declarative Priority & Escalation Just-When-Needed Retrieval Best Source Model & Simulate Productivity & Quality Alerts Cases & Folders Skill Based Routing Priority Telephony Scan & Fax Browser Web Services Tailored Interactions Proactive Follow-up Guided Processing Automated Transactions System-Driven
- 8. PRPC Basic Multi-Tier Architecture Enterprise Repository Customer DB Data Tier SmartBPM Engine (Server) Tier Thin Client Tier (Browser) SmartBPM Portals Internet Application Portlets JSR 168 & WSRP SharePoint
- 14. SmartBPM WORK DB Data Integration/ETL Data Mart Data Warehouse SCM ERP ETL Process
- 15. A ‘RAPID’ solution Ease of integration with existing IT requirements Agility of business to adapt to change and deploy solutions Extensive code development required No code development required Real-time Adjustment, Process Improvement & Deployment without coding Traditional BPM vendors Bespoke application development PEGA
Editor's Notes
- Making situational rule selection work requires the right structure. Pegasystems allows organizations to add “specialized” layers of instructions to the RuleBase by recording just what will be different in specific situations. This is modeled to match the way people think, & makes the system easy to understand & to instruct. For example, your business may have a standard, baseline way of processing orders. But – when an order is for a key customer & the product is out-of-stock you may want to do something special. Or if it is a first-time customer in the western region you may have special satisfaction checks you want to run. Pegasystems SmartBPM handles these situations by layering-on specializations – adding differences without having to go back & manually weave revisions into your baseline… You can specialize how your processes, decision rules & data sources will work just like you would do if you were explaining your business to a new employee. And the engine determines which set of processes & rules & data sources apply best in every situation. See this example of a global company – with specialized needs in the US, Canada, & Europe Working from the bottom up: The SmartBPM Suite with PegaRULES Process Commander rules are delivered by Pegasystems A baseline BPM Application with enterprise Best Practices has been built on top of Process Commander. The colored ovals represent individual RuleBase entries that define processes, decisions & data sources. The next layer contains of specializations representing differences in North America & Europe 1. This “layer cake” evolves to handle additional business differences. New versions are layered on top -- only containing the rules that describe differences from lower layers Add French specializations for appropriate portions of Canada & roll out a Pilot in Los Angeles ========================= Pegasystems’ SmartBPM Suite lets you easily pilot new situations to understand options & validate expectations. Quickly & safely piloting proposed changes allows an operation to validate new cost saving measures or product offerings. SmartBPM’s unique, Layered Situational Rule Selection architecture allows easy pilots – even in complicated, global environments. To add a pilot – simply create a new layer for part of the operation, designate the appropriate users (or channel) & the specialized rules they should use. You can also limit the application of those rules to certain customers or products. Deployment is managed by the system, & training is minimized because the Pegasystems architecture will guide the users through the new process variations. Once you’ve been able to verify & tune the results, a simple instruction deploys it across the operation. With the confidence that the original definitions are still intact – allowing roll-back if ever needed by simply by instructing PegaRULES Process Commander to ignore this layer. This Pilot capability gives managers the ability to compare real outcomes, costs & satisfaction – & to learn by doing. ============= Pegasystems’ patented “Inherited Rules” technology is at the heart of this Situational Rule Selection. With the engine reconciling the deltas so every situation gets the optimal “stack”. There are huge benefits – being able to easily see what is unique for different constituencies – not falling into the trap of changing the “baseline” source by having an approach that lets you layer on the differences This “differences based” model works the way that people actually think – making it easier to define & to understand & to evolve… Pegasystems – Business Change on Demand
- Page A Pegasystems SmartBPM turns work automation into a tool for business change on demand. Let’s explore the “Six R’s” of driving work to done with Pro-Dex technology First, We make it easy to Receive the work that needs processing Broad ability to take input “Out of the box” from… all channels Flexible, self-expanding XML based data structures make it easy to capture whatever data, attachments, images or other content may be appropriate – so users can always have the right information at hand. Services, email & users are treated through a common architecture, to ensure that processes designed for one channel can be leveraged. Route Rules ensure optimal work management –to either people or systems – organizing related work into Cases & Folders, prioritizing & managing them Duplicate checking prevents redundancy and skills based routing optimize work assignments Report Over 100 standard reports, plus an open database to integrate with other customer information & reporting systems. But reporting extends to include real-time activity monitoring – built in Service Level management & statistical sampling provides management impact in real-time Customers use these capabilities to coordinate and control key business functions. For example, National Australia Bank uses Pegasystems process management technology to control the receipt, prioritization and execution of billions of dollars of high value payments – ensuring that every wire transfer request handled according to best practice. But these are just the 3 basic R’s – the reading, writing & arithmetic. They are the basis of what was originally called Workflow – representing the Procedural side of the world. Competitive organizations need more. Process Commander brings the full benefits & Power of Automation with the six Rs that make the procedures Smart 3. Research – to dynamically get the data needed to automate work – when & as needed & using the best sources. Retrieving data if and only if it is needed saves resources & money, has the system save user time by only asking relevant questions and making it easy to dynamically insert alternative data sources. 4. Respond – reducing effort & ensuring service by ensuring that interactions with people are “smart” – being able to alter the forms and fields of the HTML based on the rules and the situation. And being able to notify partners, customers & other parties effectively & appropriately and even having them directly participate in the completion of work over the web. 5. Resolve – to drive work through to completion with the power of a full inference engine – fully automating work where possible & guiding users when user involvement is needed - Customers use these capabilities to weave policies and other declarative rules into their procedures. For example, Citibank’s leading Credit Card operations are able to complement their automated procedures with rules that ensure that all correct data is gathered to optimize service for their customers, and then Resolution rules automate the application of the massive Visa and MasterCard rulebooks. 6. This is where Pro-Dex -- the marriage of Procedural & Declarative execution delivers the full power of SmartBPM Automation – boosting agility & ROI. Page b The third element is Pegasystems unique Pro-Dex™ technology – our smart execution engine which unifies key aspects of how businesses really work… Let’s look at how SmartBPM provides the Smart DNA needed to fill the Execution Gap: We start by incorporating the Procedural thinking that drives processes throughout businesses. Businesspeople routinely define and evolve their businesses through Procedure Documents… Flow charts… Instruction manuals… And nearly all programming languages (Cobol, C++, Java) are procedurally based. The “Pro” in “Pro-Dex” describes how the powerful Process Commander engine captures & automates Procedural Elements using friendly forms and user constructs that support agility. But business is also driven by Declarative Execution… Declaring how we want things to happen without weaving each Declaration into every process… – Using “Big-picture”, overriding policies to supplement our processes with differences we want to consider. Businesses set targets & goals that guide & prioritize our processes. Declaring that we want things different for a particular customer… for a particular product… in a particular region… Or identifying what might make a transaction suspicious for fraud – without having to laboriously weave the criteria into every situation. And there are programming languages that incorporate declarative constructs: you may have heard of Prolog, LISP, Smalltalk or other Rules-Engines coded into specific applications. But only the PegaRULES engine marries this Dex- this Declarative Execution seamlessly with the procedural aspects of Process Commander – to provide the full SmartBPM solution needed for business automation. Pro-Dex is important because it mirrors the way that businesspeople think and manage their business. People naturally use these two approaches constantly during every business transaction – seamlessly weaving together processes & overarching policies. A unified Procedural & Declarative framework represents the Double-Helix structure of your business’ DNA. Having a system that only supports one of these approaches, or that makes programmers try to figure out how to get the Pro & the Dex sides to work together can never provide optimal agility & power. Page c Let’s explore how organizations with complex operations apply technology to address & prevent Execution Gaps. Here, a complex business is shown with a series of vertical “silos” – addressing key business functions & constituencies… like Sales & Service (on the left) to offerings coordinated with Partners… Furthermore, there are layers of business operations within these functions that further fragment the organization into a collection of Islands – creating additional seams that customers, internal staff and partners must navigate to get business done. 1. Employees and customers are in the difficult position of having to navigate this environment… bouncing between screens & & organizations & systems & manual procedures. Most serious are the explicit execution gaps where the automation and infrastructure haven’t kept pace with what management wants done – where manual procedures or training must vainly try to fill Gaps For example, we see Gaps in opening accounts, in implementing strategies for customer retention or cross-selling – deciding which customers should get which offers and then ensuring the right follow-up, gaps caused by difficulties in introducing new products, gaps in ensuring that complicated proposals are subject to the right compliance procedures, gaps fulfilling customer-specific commitments or promises. These gaps exacerbate the seams between the silos. Users bounce around in the gaps – struggling to get to the right outcome. Compliance & control are serious issues. There is no way for management to dig-in & really see what is happening – until it is too late -- long after the work has been done. 2. The gaps are the worst problem of all - so Agile organizations first target critical gaps to bring quick value by improving processes & decisions, guiding users & customers through the gaps. 3. And then – building on the benefits & experience achieved filling initial gaps, agile organizations continue and put a non-invasive layer in & around their infrastructure - shoring up weak spots & smoothing out rough spots. This leverages the existing infrastructure, while extending it by creating a smart layer of rules and processes that has the intelligence to make key decisions… The system understands the business PURPOSE of each interaction & wraps the work to achieve management objectives based on best practices and the most current information People are not asked questions the system could figure out. Or forced to go through steps that aren’t relevant to a valid outcome. This is how Build for Change technology fills gaps and recaptures Agility – boosting efficiency & competitiveness. 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