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Keynote Speakers - Steve Tieman |
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Business Process Management: How to Close the Gap between Rigor and RelevanceSteve Tieman AbstractThis presentation provides insights into the experiences of several BPM implementations over the past in order to explore the gap between theory and actual practice. It presents in three parts ways and reasons to "close the gap". First, it will cover as an example the comprehensive business process deployed by Estee Lauder to develop and launch new products. A high level model of this process and its performance metrics over the past five years will be shared. It will be shown how advanced and integrated modeling solutions such as ARIS and SAP's Solution Manager can be used to gain further efficiencies. Second, this presentation will provide an overview about the development of an enterprise-wide service oriented architecture using business process models for a large SAP implementation. The metrics required for developing process models across the master data, budget-to-report, procure-to-pay, demand-to-build, demand planning, and order-to-cash processes will be presented. Comparable experiences from a number of large companies with similar objectives will be discussed. Third, this keynote will explore the challenges with negotiating hosting and services contracts underpinned by business process based service level objectives and agreements (SLOs and SLAs). A CRM-based business process for creating sales orders at a call center will be used to illustrate what is desired versus what is possible for "true" business process monitoring. The use of process performance monitoring will be analyzed to determine if this platform is the answer. Download the slides here.
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