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How Do Enterprises Detect andReact to Changing BusinessConditionsDr. M. A. KetabchiChief StrategistOffice of CTO, Progress Software

Use Cases that Require BPM and BEPExternal events may start or stop a process execution.Completion of a process execution generates an event that startsexecution of another process.An external event informs an active process of changes that impactits execution.A process execution halts at a step awaiting the arrival of an event.Steps of the process execute by external systems, and people notinteracting with BPM directly.3 2010 Progress Software Corporation. All rights reserved.

Leading the BPO Industry through BPM-EnabledProcess ServicesServes more than 30 globalcompanies around the worldwith Progress Savvion BPM.Delivers extendedenterprise process solutions.More than 2500 concurrentBPM users perform tasks onbehalf of clients.4 2010 Progress Software Corporation. All rights reserved.

BPM-Enabled Case Management1Input sources-Scanned images-Fax / E-mail-Manual creationRequesterclarificationsInternal resolution-SME resolution-Supervisory approvalResolver5ProcessorAuto casecreation2Requester43Work distributionPersonnelInformation SystemsInformation Systems-Case information-Mail based-Workflow basedRequester clarificationsCase Processing-Clarifications-Internal / external resolution-Case resolutionIndexerIndexing-Case information-Case key fields update-Auto Work distributionWeekly Dashboard.Includes all agreed SLAdata6ArchivalQuality Assurance7Case ClosureArchivalSystem58-Email notification to requester 2010 Progress Software Corporation. All rights reserved.10ReportingQuality Check-QC sampling, if applicableCase closureDaily sampleaudit9

Will Enhance Values Delivered to its Clients byDetecting and Responding to Issues EarlierSolution OverviewBusiness Challenge Ability to work with existing systemsremotely Capability to handle multiple input sources Complete end-to-end trackingMail Room 1Mail Room 2SolutionStandardized MailRoom feed BPM solutions with standard human andsystem interfacesBusiness Impact Process standardization Uniform Process Metrics and KPIsRPM Extension Correlate events to identify patterns thatlead to fraud, violations and inefficiencies Build preventive and corrective processes Receive up to date status of applications6 2010 Progress Software Corporation. All rights reserved.Mail Room 3BPMBusinessRulesEngineStandardized ERP feedPreprocessing ModuleLegacyApp

Leading the College Financial Services MarketFortune 500 companyserving 10 million activecustomers.Has been recognized byanalysts and IT media astop IT innovator.Manages more than 185Billion active loans at anygiven time.7 2010 Progress Software Corporation. All rights reserved.

Responding to Extensive External and InternalChangesTransition from whole sale loanstrategy to consumer focusedretail marketing driven strategy.Significant organizationalrestructuring and businessapplication modernizationApplications built on monolithicplatform, need to run oncomponent based architecture8 2010 Progress Software Corporation. All rights reserved.

Business Process Management from IBMCase Studies featuring PRC and Lincoln TrustJasmine Basrai, Director of Product Management, IBM Blueworks Live 2009 IBM Corporation

IBM Business Process ManagementCombined for Customer Success!IBM Lombardi – A Match Made for Business! Award Winning BPMS Industry Leading BPM Product BPM Expertise & ConsultingServices Role-based BPM Training &Certification Strong customer relationships 96 of Fortune 100 run WebSphere,81 run FileNet/ECM Award Winning BPMS Industry Leading SOA & BPMCapabilities Industry Knowledge in 17 Industries 15,000 plus partners 100,000 customersLombardi’s award-winning BPM capabilities will be madeavailable throughout the world as part of the IBM BPM Suite!Delivering More Business Value and Quicker Return on Investmentwith Leading Capabilities in BPM 2009 IBM Corporation

IBM Business Process ManagementFast FactsIBM BPM BlueprintIBM BPM BlueWorks Beta2007Introduced2009Process discovery &documentation toolsFocused onCommunity & contenttools for building COEProcess stakeholdersAudienceInternal BPMchampionsThousands ofcustomersAdoptionThousands uniquevisitors / month 2009 IBM Corporation

IBM customers have documented and improved processesBusiness Challenge100,000 monthly paper-based client requestslead to lost documents and complaintsSolutionDocumented and automated over145 processesResults 2.2 million in savings to date 120% ROI in one year 25% increase in employeeproductivity 50% - 75% reduction in cycle times1616IBM Confidential Until Announce

Centralizing Functions Through StandardizationBusiness ChallengeDocument and standardize processesacross 14 domestic and 5 internationalcall centersSolutionThe ability to centralize coreworkforce management functions dueto large part of standardized processResultsSubstantial bottom line impact dueto reduced costs1717IBM Confidential Until Announce

IBM Business Process ManagementGet started collaborating to streamline, document, and runbusiness processes today Free 30 Day Trial to begindocumenting your projects Stay tuned for November 20when IBM Blueworks Livegoes live!blueworkslive.com18 2009 IBM Corporation

Appian At-a-GlanceCORE STRENGTHSLeadershipStrong management team with expertise in BPM and related technologiesExperienceHighly-skilled process staff with proven solution delivery track recordResultsMore than 3 million seats deployedCorporate HQ:Reston, VA(near Washington, DC)EMEA HQ:London, EnglandFounded:1999PRODUCTSAppian 6Comprehensive BPM suiteAppian AnywhereOnly Complete BPM Suite Available in an On-Demand SaaS OfferingAppian ForumFree online community for collaboration and knowledge-sharingBPM Applications, Templates and CollaborationJump-start deployments22Copyright 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Appian Customers See Significant ResultsIT Service ManagementFinancial Operations 28M in productivity savings95% reduction in quote-to-cash cycletime100% increase in service capacity 5M annual savings from PurchasePrice Variance solutionSourcing & ProcurementCase Management 9 million in first-year savingsAutomated core quote-to-bidprocess to improve efficienciesReduced requisition processing timeand automated policy enforcementLifetime health case managementfor 1M membersService Delivery and Support 12M per year productivity savings1,800 forms consolidated to 300 formanaging housing communitiesCompliance and Risk Management30% lift in overall credit riskmanagement efficiencyUsing BPM for regulatoryoversight process for US banks23Copyright 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Case Study: Nokia Siemens NetworksNSN Facts Created through merger of Nokia NetworksBusiness Group and Siemens carrier businesses Global leader in telecommunications hardware,software and services 60,000 employees in 150 countries Offers a complete portfolio of mobile, fixed andconverged network technologies and professionalservices to more than 600 global CommunicationsService ProvidersCopyright 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Case Study: Nokia Siemens NetworksBusiness Problem Merger formation resulted in a heterogeneous technology andtools landscape Large enterprise systems (ERP from SAP), and other rigid anddisconnected sales workflow, resource and knowledgemanagement applications This placed limitations on real-time businessmanagement, future planning capabilities, dataaccuracy, reporting and more NSN required a single system and process framework toprovide full end-to-end visibility and control over its dynamiccore business componentsCopyright 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Case Study: Nokia Siemens NetworksAppian displaced SAP and internal BPM development to deliver aholistic BPM program across the organization’s value chain.Appian Solution – ZEUS (named for the Greek god of control) Transformed how NSN operates through a common process framework and platform managing: Sales, Delivery, Resources, Technical Support, Competency Management and RemoteDelivery/Off-shoring Touches customers, employees, suppliers, and back-end system-to-system processes Acts as the central system for overall business managementResults Benchmarked 12 Million annual productivity savings spanning all employee levels Skill and resource management optimized against sales forecasts delivers more accurate viewof revenue and profitability Real-time reporting enables faster and better management decisions makingCopyright 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Case Study: Defense Acquisition UniversityDAU Facts Department of Defense (DoD) corporate university foracquisition education Provides mandatory, assignment-specific and continuingeducation courses for DoD’s Acquisition, Technology, andLogistics (AT&L) community Mission is to enable smart business decisions to delivertimely and affordable capabilities to U.S. warfighters AT&L community currently consists of over 134,000Army, Navy, Air Force and Defense agency professionalsserving in 13 acquisition, technology, and logistics careerfields Reports to the Office of the U.S. Secretary of DefenseCopyright 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Case Study: Defense Acquisition UniversityBusiness Problem DAU sought an advanced IT solution that would allowthe organization to be “run like a business” This required visibility across the organization,automation of repetitive processes, and intuitive systeminterfaces for employees and students Elimination of paper processes, strict enforcement ofpolicies and flexible performance reporting were keygoals DAU has been lauded by numerous industry associationsand publications for its technology infrastructure This tradition of excellence clearly set a high bar forDAU’s selection of a BPM vendorCopyright 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Case Study: Defense Acquisition University“Appian’s BPM platform provides us a state-of-the-art tool forimplementing financial controls, collaboration, and performancereporting. It acts as our central business system.”Mark Whiteside, Performance and Resource Management DirectorAppian Solution – The DAU Business System Streamlines and automates: Delivers capabilities for: Micro Purchase Requests Request tracking from submission to completion Training Requests Enterprise-wide standardized business rules and workflows Invoice Tracking Document library to aid in the creation of hiring actions Suspense Tracking Automatic generation of government forms Hiring Actions Real-time reporting Personnel On-boarding/Off-Boarding Transfer actionsResults Web-based environment to enforce policies and increase efficiency, reliability, and visibility 50% reduction in on-boarding time; significant reductions in requisition processing times Consistency of reporting ensures accurate data for performance measurement and planningCopyright 2010 Appian Corporation (Appian). All rights reserved. Appian proprietary and confidential.

Global 360 Customer SuccessesSteve Russell, CTO and SVP R&D

Global 360’s Unique Position in the BPM MarketGlobal 360 is theonly vendor that isrecommended byForrester for bothHuman andDocument CentricBPM.Source: Forrester BPMSWave, September 201034Copyright 2009 All rights reserved. Global 360 Inc.

Nissan Motor Acceptance CorporationBusiness ChallengeOverview: Wholly owned subsidiary of Nissan NorthAmerica Retail financing, pioneered eContracts Lease financing for Nissan and Infiniti Floorplan , wholesale financingProblem: Manual, regionally-based auto-financing process35 25,000 loans / month 125 employees 10-hour days / six-days-a-weekCopyright 2009 All rights reserved. Global 360 Inc.

Nissan Motor Acceptance CorporationSolution ResultsSolution: Automated loan processing system for bettercontrol and instant access to information soloan agents in 10 regional units can processcontracts from any state.Results: Improved quality of bookings, in lesstime with less staff. 83 employees working 8 hour daysprocess 45,000 loans / mo Process paper contracts within 24 hours Process all e-contracts by 2pm each day Track productivity of processors, business36Copyright 2009 All rights reserved. Global 360 Inc.

Business ChallengeOverview Group of affiliated insurance and financialservices companies. Life Insurance, Retirement Plans,Annuities, and Employee Benefits 21B in assets, 1.8 million customers Partnered with 20,000 agents/advisorsProblem:Manual, paper-based systems requiredhiring of 4 additional staff for every 100new applications. 600 – 900 applications per weekwith 10 – 100 pages each37Copyright 2009 All rights reserved. Global 360 Inc.“Primarily, we needed theflexibility to handle multipletypes of workflows andautomate processes. We werelooking for a product that couldmake intelligent decisions.”

Solution ResultsSolution: Automated 5 Core Processes with varyingworkflows and case requirements individual life, retirement services andincome annuities new business andclient services Marketing operations dashboard andaudit controlsResults:3867% increase in processing throughput,responsiveness and compliance controls 37% Reduction in Cycle Time Increased Productivity ; 30% for Case Managers and20% for Underwriters Engaged in new sales channelsCopyright 2009 All rights reserved. Global 360 Inc.

BPM Success StoryProblem: Manual Credit Claims Resolution ProcessImpacting Customer-to-Cash Performance Credit claims volumes high Process manual and inefficient More than half of Accounts Receivableemployees dedicated to credit claimsresolutionResults: Streamlined Claims Processing andCorrespondence One minute document collection (avg.) High-dollar claims are resolved themorning after the deduction is taken Researched claims are resolved withinthe 5 day goal39Copyright 2009 All rights reserved. Global 360 Inc.

Appian 6 Comprehensive BPM suite EMEA HQ: Appian Anywhere Only Complete BPM Suite Available in an On-Demand SaaS Offering Appian Forum1999 Free online community for collaboration and knowledge-sharing BPM Applications, Templates and Collaboration Jump-start deployments Corporate HQ: