1. Sandy Kemsley l www.column2.com l @skemsley
Onboarding & BPM
Transforming Onboarding with Business, IT and
Technology
2. The Business Of Onboarding
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3. Why Do We Care About Good
Onboarding?
First impressions impact customer satisfaction
Must satisfy regulatory and compliance
requirements
High risk if not done well
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4. Business Metrics For Onboarding
Time to completion
Number of customer callbacks
Customer satisfaction
Error/rework rate
Problem resolution time
Regulatory compliance
Process agility
Cross-selling
Faster
Better
Cheaper
… and Compliant
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5. Why Is Good Onboarding So Difficult?
Complex processes
Ad hoc knowledge-intensive work
Rules- and data-driven
Time-sensitive
Content-rich
Multiple systems
External participants
Conflicting goals of
compliance, efficiency
and customer
satisfaction
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6. The Case For BPM And Onboarding
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7. How Can BPM Improve Onboarding?
Shared understanding of process
All customer information in one
place
Automate where possible
Enforce rules and best practices
Monitor and predict outcomes
External events trigger actions
Support knowledge
workers of all skill
levels with
information-rich
environment
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8. Integrated BPM Components
For Onboarding
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Customer
Information
Ad hoc Tasks &
Collaboration
Predefined
Processes
Events
Compliance
& Rules
Analytics &
Recommendations
9. Technology Capabilities For
Onboarding
Process modeling
Predefined workflows
Ad hoc tasks
Checklists
Smart forms
Case management
Collaboration
Business rules
Analytics
Content management
Customer self-service
Event processing
System integration
Smart process
applications
Agile model-driven
development
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11. Analyze The “As Is”
Model the current process
Analyze areas for improvement:
l Bottlenecks
l Unnecessary steps
l Compliance activities
Collect operational metrics
Identify risks
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12. Start Simple (But Not Small)
Implement core onboarding application:
l Case management or smart process application
l User-created checklists and tasks
l Business rules
l Internal collaboration
Minimize customization and integration
Expose analytics for customer self-service
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13. Expand As Justified
Additional Functionality Expected Gains
Integrate other systems (e.g., HR, ERP) Efficiency
Reduced errors
Allow customers to fill online forms and
upload documents
Efficiency
Reduced errors
Customer satisfaction
External collaboration Cycle time
Customer satisfaction
Refactor user-created checklists to standard
processes/rules
Efficiency
Compliance
Predictive analytics to detect cases at risk Compliance
Customer satisfaction
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15. Designing For Agile Delivery
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Case Management/Process App Platform
Onboarding
Application
Commercial
SmallBusiness
Application C
AppC/Instance1
Application B
AppB/Instance1
AppB/Instance2
Configure
and deploy
Buy and/or
build
Buy
Common InfrastructurePre-existing
Personal
16. Required Infrastructure
Integrated user environment
Consolidated logging and analytics
Data management and models
Enterprise service bus integration
Mobile/cloud support
Common to all
application
development
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17. Core Onboarding Functions
Predefined processes/checklists
for regulatory compliance
Common data models
Common organizational models
Organization-wide rules
Rules-driven customer folder for
content capture
Common to all
onboarding instances
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18. Configurable Per Onboarding Instance
Local processes and checklists
Rules parameters
User role access
Predefined user experience
layouts
Specific to onboarding
instance
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19. Key Takeaways
Provide a content-rich environment for knowledge
workers
Use rules to enforce compliance and best practices
Automate where possible, with flexibility for regional
variations
Consider buy/build of a configurable onboarding
application that can be deployed in multiple
instances
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