A presentation from the DST ADVANCE conference, 2015

1. Sandy Kemsley l www.column2.com l @skemsley
Onboarding & BPM
Transforming Onboarding with Business, IT and
Technology

2. The Business Of Onboarding
Copyright Kemsley Design Ltd., 2014 2

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
Copyright Kemsley Design Ltd., 2014 7

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
Copyright Kemsley Design Ltd., 2014 9

10. Getting Started With BPM And
Onboarding
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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
Copyright Kemsley Design Ltd., 2014 11

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
Copyright Kemsley Design Ltd., 2014 12

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
Copyright Kemsley Design Ltd., 2014 13

14. Creating An Agile Onboarding
Application
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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
Copyright Kemsley Design Ltd., 2014 16

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
Copyright Kemsley Design Ltd., 2014 17

18. Configurable Per Onboarding Instance
 Local processes and checklists
 Rules parameters
 User role access
 Predefined user experience
layouts
Specific to onboarding
instance
Copyright Kemsley Design Ltd., 2014 18

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
Copyright Kemsley Design Ltd., 2014 19

20. Copyright Kemsley Design Ltd., 2014 20
Sandy Kemsley
Kemsley Design Ltd.
email: sandy@kemsleydesign.com
blog: www.column2.com
twitter: @skemsley