Presented by Neil Ward-Dutton, MWD Advisors; Kevin Dalley, Strategic Change and Digital Transformation Executive; and Malcolm Ross, Appian

1. In associationwith: Presented by:
Transform your Company through
Modern Process Applications
PresentedMay21st, 2015

2. In associationwith: Presented by:
About AIIM
AIIM is the Global Community of
Information Professionals
AIIM believes that the information systems
we use at work should be
simple, secure, and available
anywhere, anytime, and on any device.
Our mission is to improve organizational
performance by empowering a community
of leaders committed to information-driven
innovation.
Learn more at www.aiim.org

3. In associationwith: Presented by:
AIIM Presents:
Transform your Company through
Modern Process Applications
Neil Ward-Dutton
Co-founder andResearchDirector
MWD Advisors
Kevin Dalley
DigitalTransformation& StrategicChange
Consultant
Malcolm Ross
Vice Presidentof ProductMarketing
Appian Corporation

4. In associationwith: Presented by:
Introducing our Featured Speaker
Neil Ward-Dutton
Co-founder and Research Director
MWD Advisors
speaking on
The Digital Process Imperative

5. In associationwith: Presented by:
A Perfect Storm
5
“If the rate of change
on the outside exceeds
the rate of change on
the inside, the end is
near.”
- Jack Welch

6. In associationwith: Presented by:
Customer Experience excellence is today’s
Big Thing – but what’s involved?
Your
customer
Customer
Journey
stage 1
Customer
Journey
stage 2
Customer
Journey
stage 3
Customer
Journey
stage n
Customer
Journey
stage n+1
Gather intelligence through
each customer journey to make
future experiences more
engaging
Marketing
Sales
Operations
Service

7. In associationwith: Presented by:
Integrating services for customer experience
excellence – the challenge
Your core
Your service
centres
PartnerA
PartnerB
Supplier X
Supplier Y
Enterprises and value
chains have been
engineered to be
dispersed, flexible
Greatexperiences need
to be integrated

8. In associationwith: Presented by:
Don’t drop the ball

9. In associationwith: Presented by:
MoCl
A combination of technology shifts =
An explosive reaction!
So Bd+ + +

10. In associationwith: Presented by:
Just one example of the service innovation
that’s possible

11. In associationwith: Presented by:
All this creates new frontiers for the
coordination of work and resources
Who?
When?Why?
How?
What?
Where?

12. BPM is not just about back-office efficiency!
Neil Ward-Dutton, Founder and ResearchDirector
@neilwd
neilwd@mwdadavisors.com

13. In associationwith: Presented by:
Introducing our Guest Speaker
Kevin Dalley
Digital Transformation &
Strategic Change Consultant

14. In associationwith: Presented by:
What was it that led Punch Taverns to
transform its systems, and take a
process-centric view?

15. In associationwith: Presented by:
Punch Taverns
c4,000 pubs
across UK
Lease / franchise
model
c400 staffsplit evenly
across field and head
office
EBITDA: £205m
Profit: £69m
(2013/14)

16. In associationwith: Presented by:
Pressures on UK Pubs
Increase in leisure
options
Changes in the way
people socialize
Supermarkets
Government
Intervention

17. In associationwith: Presented by:
Process view
Geographicchallenges with
large mobile workforce
Established traditional
process and practice
Multiple third parties
Challenges Requirements
Mobile capability
Cloud based
Integration
Our chosen approach
Process approach
supported by
Appian BPMS

18. In associationwith: Presented by:
What were the key goals you needed
to achieve with the programme?

19. In associationwith: Presented by:
Goals
Improve efficiency
(costsand customerservice)
Speed/ agility
(reduce process time)
Cater for regulation
(improved control
and audit capability)

20. In associationwith: Presented by:
How did you go about making the
business case for investment?

21. In associationwith: Presented by:
Getting Started
Pub Investmentprocess:
• Important business challenge
• Implemented quickly
• Demonstrated capability and
benefit
• Created “license” to progress to
broader change

22. In associationwith: Presented by:
What has been achieved so far?

23. In associationwith: Presented by:
The Journey

24. In associationwith: Presented by:
How did you go about analysing and
designing your business processes?

25. In associationwith: Presented by:
Approach to Process Change (2)
Developed a high
level process map

26. In associationwith: Presented by:
Approach to Process Change (2)
Built a high level
analysis plan by
periods (4 weeks)

27. In associationwith: Presented by:
How did you go about developing your
system(s)?

28. In associationwith: Presented by:
Agile Delivery
•“Failing Forward
Fast”

29. In associationwith: Presented by:
What kind of results have you seen so
far?

30. In associationwith: Presented by:
Results

31. In associationwith: Presented by:
What were the critical success factors
of the programme?
What advice would you give someone
else carrying out a similar programme,
based on what you learned?

32. In associationwith: Presented by:
Lessons
People
Senior level
sponsorship
Listen!
Workingwith different
levels of the
organisation
Agile Change
Approach
“Improv” v careful
orchestration
Be flexible
Constantly evolve and
iterate
80-20

33. In associationwith: Presented by:
Introducing our Sponsor Speaker
Malcolm Ross
Vice Presidentof Product Marketing
Appian Corporation

34. In associationwith: Presented by:
The IT Innovation Burden
80% of IT Resource
Spent on Maintaining
Systems of the Past
20% on IT Innovation to
Business Operations

35. In associationwith: Presented by:
Don’t Miss Your Opportunity
“You miss 100%
of the shots you
never take”
- Wayne Gretzky

36. In associationwith: Presented by:
IT Complexity In the Way

37. In associationwith: Presented by:
Leverage Enabling Technologies
Cloud
Model Driven / Agile
Development
Native Mobility

38. In associationwith: Presented by:
Enterprise Platforms Should Be
easy + powerful + unified
…to build
…to use
…to change
…secure
…scalable
…always current
…reuse designs
…remove silos
…works on any
device

39. In associationwith: Presented by:
Realize Your Business Ideas Faster

40. In associationwith: Presented by:
Learn More At…
http://ap.pn/1Fm6q0P
Punch Taverns Case Study
The Modern Enterprise Application Platform
http://ap.pn/1Fm6IEM
White Papers

41. In associationwith: Presented by:
QUESTIONS?

42. In associationwith: Presented by:
AIIM Resources
www.aiim.org/research
Download AIIM Studies

43. aiim.org/training
• EnterpriseContent Management
Improve customer and staff engagement,
ensure compliance, and automate
business processes.
• Business ProcessManagement
Map, design, and automate operational
processes for your organization using a
combination of strategies, change
management, and technologies.
• Taxonomy & Metadata
Optimize navigation, findability, and
information discovery through content
classification.
• InformationGovernance
Create an information accountability
framework that reduces costs, manages risk,
and optimizes value.
• Managing Records& eDiscovery
with SharePoint 2013
Manage records, ensure compliance,
and prepare for civil litigation requests.
• Electronic RecordsManagement
Know what to keep and what to discard as
volume, variety, and velocity of digital
information intensifies.
AIIM Training

44. In associationwith: Presented by:
Connect with AIIM
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45. In associationwith: Presented by:
 Enterprise Content Management
(ECM)
 Business Process Management
(BPM)
 Capture & Scanning
 Collaboration
 Content Analytics
 Electronic Records Management
(ERM)
 Information Governance
 Search
 SharePoint
 Taxonomy & Metadata
 Web Content Management
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46. In associationwith: Presented by:
Business Process Management training

47. In associationwith: Presented by:
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48. In associationwith: Presented by:
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