What is EPPM – Enterprise Process Performance Management?
EPPM: Enterprise Process Performance Management creates context that allows you to visualise, monitor, measure and manage your processes, related-journeys, and controls by exception, directly in an interactive BI solution.Ā Processes are everywhere in an organisation and are key to unlocking intelligent decision making that impacts outcomes. EPPM facilitates visualisation, exploration and comprehension of all processes (stories) in your organisation / supply chain. Avoiding silo based data analysis, that might otherwise result in dysfunctional decision making.
Understanding of Processes
Understanding processes within a company is a crucial part of data literacy. It enables employees to connect the data with activities and understand the real impact of their data-driven decisions. Removing the need for expensive and complex tools.
Actions based on Outcomes
Empower employees and increase their value by enabling them to take actions within a process that; they can visualise, they know and own, and know where the data is, creating an environment where all actions have context, impacting outcomes, as part of your strategy to democratise data.
Unlocking opportunity for Competitive Advantage
Processes are often resident in a plethora of source systems and informal ‘best practice’ know-how and documentation. Releasing the untapped opportunity to visualise, measure, streamline, and improve business outcomes at a process level allows for improved decision making capability as the impact on outcomes can immediately observed. Adopting a process intelligence approach that is both SIMPLE and FAST to deliver, allows you to collaborate on; issues, ideas, and improvement opportunities across; people, process, and systems. An organisationās ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.
Organisational excellence
An EPPM solution allows forĀ a journey of discovery, having the intelligence to optimise your organisational processes and move you towards organisational excellence. Applicable across any industry, and functional process; billing, procurement, operations, and accounting, . EPPM supports a seamless governance and user experience ensuring that collaborating across controls and people has never been easier whilst bridging the data literacy skills gap.
Why do I need EPPM?
EPPM process intelligence helps you manage your business by exception
The aim of every manager is to leverage data to increase business velocity and therefore business value.Ā For process owners and operators the ability to Monitor Measure and Manage by exception is made easier with process intelligence alerting tools that enable efficient communication of exceptions that require attention, as actionable alerts.Ā Adopting an EPPM solution to deliver more efficient and effective exception management, can result in driving more business value with actionable alerts for functional C level executives and significantly, operational decision makers.
Realising the benefits of adopting an EPPM based Process Intelligence solution requires you to:
IDENTIFY VARIATION AND OPPORTUNITIES FOR PROCESS CHANGE
As Jack Welch said, āAn organisationās ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.ā Identify process intelligence opportunities that can be generated into action for improvement. What bits of the process are the least efficient? What people within the process operate with the greatest efficiency?
PROVIDE CONTEXT ACROSS PEOPLE, PROCESS AND SYSTEM
Context is king. Combine; strategy, people, process, systems and outcomes to add context to your data. Colleagues across the organisation that adopt EPPM can engage and add professional context such as data, text and documents to any part of a process. Whilst at the same time; removing silo based spreadsheets, creating discussion, ideas, and creating new opportunities that can be collaborated through workflows and approvals in a simple and powerful way.
MODEL AND OPTIMISE YOUR PROCESS CHANGE
Monitoring and acting on the process āas isā provides some great opportunities for improvement. Look ahead also and model your process changes within the solution. A unique opportunity exists to look at the current state and then model the process efficiency, costs and effectiveness of a future state. What if 10% of your people reduced their time spent processing claims? Adding quantity, quality and costs is made easy through combining an EPPM solution.
IMPROVE GOVERNANCE OF ACTIONS AND OVERALL ASSURANCE
Having visibility and control over your processes provides a fundamental shift in organisational assurance. Excellence does not happen by chance. Process governance via an EPPM solution provides an opportunity to push the boundaries of excellence, whilst making continuous improvement.
Who needs EPPM based Process Intelligence?
Examples of business functions that might need process intelligence to impact outcomes at C level, management level and operational level, to instantly leverage data to increase business velocity.
Click the Function of your choice to see more examples of processes that an EPPM solution can deliver/optimise process intelligence for;
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- Patient – Patient Journey / Pathway
- Sales – Exceptional Order notification
- Procurement – Major Price fluctuation notification
- Customer Services – Major NPS Score Variation
- Supply Chain – Major Inventory Quality issue
- HR – Staff availability notification
Process Intelligence and Alerting
Use process driven intelligent alerts to avoid a business crisis or a management issue…
Intelligent alerting, by being intelligent is not going to keep you awake at night, in fact the opposite. Alerts should only inform you of things that you need to act upon, over and above everything else. Their purpose is to help you avoid a crisis and and ensure that management does not suffer the nightmare of dealing with one. Clearly Intelligent alerts can be used to manage the exceptions in a business, not all of these are bad. It is that usually the good things do not cost a business money. With alerting you can share the good news as well as the bad.
Below you will find some examples of operational issues by function that with the correct context can cause business loss, be it monetary, service or satisfaction related. By making these situations a priority, ie managing by exception offers the best chance to ensure that normal state can be resumed.
Patient
| Process/Insight | Action/Behaviour |
| Patient Pathway | Track the journey of patients through the healthcare system and identify blockers and opportunities for greater efficiency and better patient care. |
| Live Bed Management | Bed status across the hospital by location, type and speciality, by patient pathway. |
| Clinical Variation | Transform traditional clinical variation analysis and move to process intelligence and learning. |
| Theatre Utilisation | Optimise theatre capacity through optimising processes, people and system. |
| Resourcing | Augment traditional resource processes with real-time capacity and capability data. |
| Command Centre | Monitoring of all flows across the organisation. |
Sales
| Process/Insight | Action/Behaviour |
| Campaign to cash bottlenecks | Identify bottlenecks to improve outcomes |
| Improving data quality | Ensure your sales forecast is always accurate by instantly notifying you when an opportunity is saved with incomplete information |
| Improving sales velocity | Improve sales velocity and reduce the number of days it takes to close by being alerted whenever an opportunity is missing it’s next touch point |
| Margin protection | Stop and renegotiate an over/underpriced quote before it’s too late by being warned when margins fall outside of accepted variance |
| Client communication | Never let a prospect down and improve client results by never missing an appointment – for example when staff are absent, notify someone else to take the call |
Supply Chain
Get the right quantity and quality of materials (or services) to the right place at the right time, for the right client, and at the right price. No matter what kind of business you are in, if you have a supply chain then itās vital that you have a system of logistics management processes to guide how that supply chain operates. Without set; trackable methods for ordering and managing stock, fulfilling customer orders, inspecting your facilities, and other supply chain performance monitoring such as Net Zero compliance, youāre leaving the success of your business up to random human error.
| Process/Insight | Action/Behaviour |
| Client communication | Know whether a shipment will miss it’s delivery window before it’s even late, and communicate with the customer |
| Inventory management | Get notified immediately when inventory is below safety level to avoid non in-full deliveries |
| Supply chain management | Receive notifications when there’s an incident effecting the supplier’s route to your warehouse, so delays in drop-off can be expected and managed |
| Unscheduled downtime | Prevent manufacturing downtime by being alerted when assembly or testing fall behind schedule, allowing you to investigate root cause sooner |
| Reducing cost | Modify routes before a failed delivery attempt when a recipient advises at short notice of non-availability or changes the delivery address, reducing the cost of shipments |
Procurement
Understand and optimise your procurement processes across your organisation; product, suppliers, departments, teams, and people, for; need, vendor selection, purchase requisition, purchase order, invoice, and payment.
| Process/Insight | Action/Behaviour |
| Vendor Performance Dip | Mitigate supply risks early by being alerted when vendor performance drops, allowing you to find an alternative, reliable supplier |
| Uncontrolled purchases | Avoid ‘dark purchasing’ revenue loss by receiving a notification when staff expenses are claimed for uncontrolled purchases, allowing you to organise the of return the item(s) and reinforce your procurement policy |
| Lead time management | Shorten lead times by ensuring the right people are notified at each step of the procurement process, from quote receipt through to payment authorisation |
| Inventory shortages | Maintain the bottom line and make sound procurement decisions by being alerted on anticipated inventory shortages |
| Potential Fraud | Spot potential fraud, embezzlement or theft by being immediately alerted when something just doesn’t add up |
Customer Services
Create a customer journey map, a visual story of your customersā interactions with your brand or service, and optimise the satisfaction and outcomes delivered.
Walk in the shoes of your customers.
| Measure/Insight | Action/Behaviour |
| Customer satisfaction/NPS Score dips | Preserve your NPS/Customer Satisfaction scores by being alerted when it dips so you can act fast on emerging patterns |
| Key account cancellation | Win back that key account before it’s too late by responding urgently to their cancellation and agreeing a mutually beneficial resolution |
| Website down | Maintain your website’s reliability by taking immediate action to resolve the problems you’re alerted to – before it starts affecting your customers |
| Customer complaint | Take immediate action when a complaint arises to ensure a quick resolution and the best outcome for the customer |
| Key account support ticket overdue | Avoid SLA breaches and shorten the resolution time by ensuring the correct personnel are notified at each ticket stage and when they become overdue |
HR – Work force management
Visualise processes and seek to optimise and provide improved SLA compliance. Optimise and track employee life-cycles; attracting, selecting, training, etc.
| Process/Insight | Action/Behaviour |
| Absence rate | Investigate absence and call for cover if a member of staff hasn’t clocked on, ensuring your organisation is always supported |
| Employee satisfaction index | Maintain a happy working environment by responding sooner to a drop in your organisation’s employee satisfaction index |
| Carbon footprint | Guarantee that your organisation is playing its part in protecting the environment by receiving alerts when there are spikes in your usage of paper and electricity |
| Employee productivity rate | Resolve a sudden drop in employee productivity before it becomes a bigger problem |
| Percentage of workforce below performance standards | Address substandard workforce performance through training and guidance before it affects your business |
| Hiring the right people | Optimise and track employee life-cycles; attracting, selecting, training, etc. |
EPPM …powered by Qlik
Differentia Consulting offers customers the opportunity to deploy an EPPM – Enterprise Process Performance Management solution using Qlik Analytics Automation and Integration platform and Inhphinity Suite (Forms, Flow, Mole) as part of an Active Intelligence or Smarter BI solution. If you do not have Qlik Sense on premise or cloud then you will require a minimum of one professional Qlik Sense Cloud – Enterprise SaaS subscription. We can supply this for you as part of the trial. Please contact us for details.
EPPM – Enterprise Process Performance Management using Qlik and Flow
