BUSINESS PROCESS OPTIMIZATION TOWARD

LEAN TRANSFORMATION

Eng. Ayman Abo AbahCEO - Tamkeen Technologies

Feb 23rd , 2016

Agenda

Organization Business

Transformation

Young Generation of Leaders

BPO Toward Lean Transformation

Agenda

Organization Business

Transformation

Young Generation of Leaders

BPO Toward Lean Transformation

How are we Doing?Breaking Points and Gaps in Business Processes

Complexity exists internally within organizations…

Organizations Business Transformation

Efficiency and Effectiveness should go hand in hand

Challenges Ahead?

Cell phones and internet penetrated within 10 years against electricity which took nearly more than 50 years to be accepted.

Technological changes are quicker and are being adopted like never before

Organizations Business Transformation

Change is adopted quickly. How long have your organization taken to adapt to change?

Evolution of Technology

Organizations Business Transformation

Is Government ready to adapt this quick technological change?

Will we even call it a Phone in 2020?

Evolution of Technology

Organizations Business Transformation

Is Government ready to adapt this quick technological change?

Future is of Smart Machines or Smart People?

Are our Governments ready to embrace this change?

Market Forecast 2020 : ~ 50 Trillion GBs of Data by 2020

Organizations Business Transformation

What could we do better?Touch Points in Business Transformation

Excellence is a Moving Target

Transformation is Not Optional.

Organizations Business Transformation

Transformation Today Means:

Simpler Business Led Change Full Process Visibility and

Governance Optimized Processes and Decisions

Agile Processes and Decisions with Business Process Management

Can Your Processes Handle Change, Uncertainty and Complexity?

BPO Enabled Digital Transformation

Organizations Business Transformation

Innovative processes and technology would lead to futuristic Digital Transformation

Enabling Digital Transformation

Toward Gov 4.0

Organizations Business Transformation

1995 ~ 2000

World Wide Web

Government 1.0

(e-Government)

2005 ~ 2010

Web 2.0

Government 2.0

2015 ~ 2020

Real-World Web

Government 3.0

(u-Government)

Government oriented

First–stop-shop

Citizen oriented One-stop-shop

Government service portal for individuals

One way service Bilateral interaction Customized intelligent service

Time and place restriction for services

Mobile services Seamless services anytime and anywhere

Uniform services mainly based on supply

Services based on public private collaboration

Intelligent services

Gov 4.o will include improving the efficiencies of the services and focus on value generation

Inter-operable Digital

Transformation

Multi-lingualGlobally

AppreciatedAdaptive

Government Process Optimization can make the concept of Global Citizen a reality

Safe, Secure, Trusted & Reliable

International Policies

Transforming the business of government to be compatible with the global road map

Organizations Business Transformation

Are our organizations equipped with these parameters for Global Transformation

Business process optimizations and management transformation strategy

Organizations Business Transformation

Business Process Optimization can help your firm understand its process maturity and take necessary steps to adapt.

Source: http://www.infosys.com/FINsights/Documents/pdf/issue10/digital-transformation-framework.pdf

Business process optimizations and management transformation strategy

Organizations Business Transformation

Business Process Optimization can help your firm understand its process maturity and take necessary steps to adapt.

4 Step approach for Leading Digital Transformation

Source: http://www.infosys.com/FINsights/Documents/pdf/issue10/digital-transformation-framework.pdf

Short Film on Business Process Optimization

Business Process Business Strategy: Are You Inside-Out or Outside-In?

Organizations Business Transformation

From an Outside-In approach, long-term shareholder value is a consequence of listening and providing value to customers while providing a seamless customer experience

Business Process Monitoring Methodology

Business process optimizations and management transformation strategy

Organizations Business Transformation

BPM is the enabler for Digital Future

Source: Study conducted by BearingPoint with 278 participations from various industries.

Business Process Management (BPM) – the enabler for the digital future

CPO

Source: Study conducted by BearingPoint with 278 participations from various industries.

Top 5 Objectives of Business Process Management / Optimization

Organizations Business Transformation

What are the objectives of BPM?

Are the objectives already being met?

Every BPM initiative should have a vision on continuous improvement

Business process optimizations and management transformation strategy

Organizations Business Transformation

Proven management transformation frameworks / strategies for enhancing business efficiency

Proven Frameworks for Process Optimization

Digitize then Optimize? Optimize then Digitize?

OR

MODEL DIGITIZE

OPTIMIZEMANAGE

MODEL OPTIMIZE

DIGITIZEMANAGE

Optimize then Digitize

High

Low

Low

Quick

Digital Transformation is the Way Ahead.. Have you faced this while transformation?

Organizations Business Transformation

Optimization at the early stages plays a very important role in Digital Transformation

Outcomes

Time to Build and Deploy

Time to Optimize and Maintain

Change Requests to deal with

Value realization post investment

Digitize then Optimize

Low

Very High

Very High

Delayed

Source: Study conducted by BearingPoint with 278 participations from various industries.

Process monitoring for an effective decision making process post-implementation

Organizations Business Transformation

Excellence is a moving target and needs continuous improvement, thus standard processes without measurement metrics is a non value adding exercise

SLA – Service Level Agreements KPIs – Key Performance Indicators

SLA – To provide ‘A’ service for 100

instances in average turn around time of 2

to 3 days

KPIs – % of instances when the ‘A’ service was

provided in 2 days

Unacceptable

Agreed

Bonus

2 to 3 days

< 2 days

> 3 days

W 1 W2 W3 W4

Process Monitoring Dashboard

Process monitoring for an effective decision making process

Organizations Business Transformation

Management decisions should be backed with facts and figures obtained from process performance measurements.

Process Monitoring Tips / Tools

Aerospace and defense

Asset management

Automotive Banking and capital markets

Business and professional

services

Chemicals Communications

Energy and mining

Engineering and construction

Entertainment and media

Financial services

Forest, paper and packaging

Healthcare industries

Hospitality and leisure

Industrial manufacturing

Insurance Law firm services

Pharmaceuticals and life sciences

Power and utilities

Technology

Transportation and logistics

Quick check for Readiness

Inter-operable Solutions?

Comply to International policies?

Competent Workforce?

Efficient Processes?

Involvement of Key Industries in Digital Government / City Vision

Every time Everywhere?

Making the Organizations Ready for Digital Government & Digital Country Vision

Organizations Business Transformation

Is your firm ready for Digital Government / City Vision?

Agenda

Optimization Toward Lean Transformation

Government Organization

Business Transformation

Young Generation of Leaders

Agenda

Optimization Toward Lean Transformation

Young Generation of Leaders

Government Organization

Business Transformation

Today’s Youth?

Youth versus Adult in Technology Adoption

Young Generation of Leaders

Do not minimize challenges if you want Young Leaders to commit.

This study shows that more than 95% of the Youth in the age range 12 to 29 go online every day

Does this mean the youth understand technology in a better way than the adult?

Will the new generation of leaders be innovators, or followers?

• A brand new generation of business and

institutional leaders in taking the reins

• World is shrinking - Technology is evolving

• Change is the ONLY constant, Young

Leaders need to embrace change

Innovators or Followers?

Young Generation of Leaders

Either Lead or Follow or Get out of the Way

- Thomas Paine

Do not minimize challenges if you want Young Leaders to commit.

Young Generation of Leaders Succession Planning and Strategies

Young Generation of Leaders

Young generation of leaders would mostly be Innovators but not Followers

They understand next generation trends

They ask great questions and challenge assumptions

They learn fast

They are technologically smart

They are our succession plan

They are passionate

They are creative with fresh new ideas and they imagine

their own solutions

They are ready for new challenges and embrace

opportunities

They give life to organization which lead to the

Transformation

How to incline Youth with Business Transformation?

Hey, what is Sam always up with graphs

and flow charts?

Yea, seems like he likes to play with diagrams and pie charts. Haha..

And to top that, he questions us about our

performance! Huh..

I think he should join us in service delivery

instead of questioning us about following

standards and templates

Sam is a Business Process Associate working as aquality control executive responsible for monitoringthe implementation and usage of standardmethodologies, monitor SLA deviations and KPIsevaluation. Sam interacts with stakeholders forinputs on policies, evaluating performance andconducting training programs on usage of standards.

Young leaders to be given visibility of overall organizational activities toward improvement initiatives.

Culture Transformation: Empowering the organizations leaders and Human Capital and making the corporate ready

Young Generation of Leaders

Leading by example, building trust and delegation

Communicating in an open and transparent way

Admitting mistakes and learn from it

Handling controversial issues or crises calmly and confidentially

Bringing out the best in others

Talent Incubating and Team Building

Bring out the Leadership Skills in the Youth

Young Generation of Leaders

Make every single employee of your firm a leader in what he does

Strategic Level

Execution Level

Managerial LevelAlign with the Visionand Strategy of the

Organization.

Customer orientedpolicies and businessrules.

Monitoring, Evaluationand Realization of the

outcomes to organizations vision.

Result oriented andquality based

performance assessments,goal settings anddevelopment programs

Organizational Performance MIS and Reporting

Young Generation of Leaders

All levels of the Management should align with goal of optimization

Culture Transformation: Empowering the organizations leaders and Human Capital and making the corporate ready

Dimension 1:• Competency • Performance• Client Satisfaction• Demonstration of

Integrity

Strategy Level

Managerial LevelExecution Level

Dimension 2:• Contribution towards

Organizational Lean Transformation

• Innovation

Dimension 3:• Delegation• Empowerment• Leadership

Young Generation of Leaders Succession Planning and Strategies

Young Generation of Leaders

Every individual should have a fair opportunity to grow based on his performance

Agenda

Optimization Toward Lean Transformation

Government Organization

Business Transformation

Young Generation of Leaders

Learnings

Organization Business

Transformation

Young Generation of Leaders

Transformation is Not Optional.

Change Now to Adapt.

Excellence is a Moving Target.

Lean transformation for Digital Transformation

Youth is more inclined towards Technology thus more competent to adapt to Digital Transformation.

Tap the leadership Qualities in Youth and make thimthe Leaders of Now.

Thank You

Vision

The Government's IT Choice for

Enabling Excellence

Mission

To deliver highly valued and

innovative IT solutions to the

Government sector by leveraging on

strategic partnerships, harvesting top

Saudi talent and adopting leading

technological capabilitiesEng. Ayman Abo AbahCEO - Tamkeen Technologies