Text Text Text Text Text Text DB-DI Channel Onboarding Process Improvement for Deustche Bank BPM Consulting Engagement Engagement Report from Ravindra Bhuyarkar Duration March 07, 2008 To May 30, 2008 Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 1 - Outline 1 4 Deadlines & Deliverables Background & Motivation Approach & Methodology 5 Observations & Next Steps 3 Business Process Improvement 2 Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 2 - Background Consulting Guidance Leverage Existing Business Process Assets, (80-20 Golden Rule to identify vital opportunities) Reduce process overheads on existing Channel Onboarding Process Introduce technologies to optimize Channel Administration Top Three Pain Areas (Hypothesislater validated) Business Org. 7/11/2008 The legal documentation and the related implementation process is not optimal Customer data is administered in multiple systems and multiple times The data administration systems are not reliable, are too costly to maintain and lack features that minimize data entry but maximise quality of data entry Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 3 - Client implementation requires a significant amount of time and effort
This leads to Prepare for Due Diligence on As IS Channel Onboarding Process Assess the existing IT Architecture Landscape (New Technology) Motivation Though part of the timeframe is on the client, our internal processes are also far from optimal 1-4 months to implement a local deal (e.g. online access, with ERP integration, H2H) 6-12 months for a more complex regional deal A global deal may take even more time e.g. 2 years for Japan Tobacco Industries One aspect is complexity of IT landscape having two systems to administer the data, which contributed to the process complexity Another is the disparate regional and country-specific processes that greatly increases the time and complexity for regional and global deals
Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 4 - Outline 1 4 Deadlines & Deliverables Background & Motivation Approach & Methodology 5 Observations & Next Steps 3 Business Process Improvement 2 Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 5 - The Ball Starts Rolling... Engagement Approach: Getting in Workshop Mode Prepare for Workshops The objective is to arrive at common understanding of problem statement, identify and freeze deliverables, timelines, roles and responsibilities, risks and mitigation and important milestones What we want TEAM BUSINESS How to accomplish TEAM CAP IT The Best Fit Approach BPM Consulting View Freezing the start point and end-point for the target process Preparatory Workshop Design Workshop Building the Perspectives... Envisage the high level target process, identify touch points Suggestions and Value Additions Agreement on tasks and activity level Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 6 - Preparatory Workshop Articulating the Expectations Identified need for Volumetric Analysis We recommended volumetric analysis to the client to benchmark and measure the effectiveness of process for the stated criterion. Business perceives as an immediate need to target DB-DI Channel onboarding process and introduce technology drivers like intelligent forms to strengthen existing business process Reduce the Following... 7/11/2008 Time to implement new clients and maintain the credentials for existing clients Number of errors in the different process steps Cost of performing the process, redundancies in capturing data Cost to update the administration systems for new access channel products, product features, attributes and entitlements Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 7 - Observations Preparatory Workshop
BPM Consulting Perspective Positioned as process improvement initiative Entry - Exit Criterion, start and end points of target process, scope of engagement Deadlines, Deliverables and Acceptance Criterion Following points are discussed at length and agreed as part of go forward plan Implementation Guidence 7/11/2008 Revisit AS IS channel onboarding process from the quick win perspective The expectation is to deliver the qualitative improvements by simplifying the existing channel onboarding process BPM consultant to mentor and facilitate this initiative and deliver the improved business process modeled in Adonis IT organisation will roll-out the functional and technical specifications to support the newly designed DB-DI channel onboarding business process Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 8 - Outline 1 4 Deadlines & Deliverables Background & Motivation Approach & Methodology 5 Observations & Next Steps 3 Business Process Improvement 2 Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 9 - Design Workshop The picture below depicts the conceptual views for Product & Channel Definition in process improvement initiative for channel onboarding for DB-DI Customer Products Products Products Factories Products Channels ... EBICS DBDC DBDI ... Account Info Collections Payments Customer can use any of the channel to send a desired product or he can send it without any channels. E.g: 80% of the Cash products are sent using channels. 90% of the Trade products are not using any channels. Backend systems which does the real transcation Different type of modules like Payments (Domestic) Payments(International) Collections Import Business Bills Discounted Direct Collections Cash Information Notice to Receive ... Accounts Account that is used by the customer for transactions
Getting every stakeholder at same level of understanding Identifying roles and responsibilities from stakeholders Data Collection, Validation Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 10 - Overview - Channel Onboarding Process for DB-DI Account Opening EB Legal Doc Process Channel Administration Installation / Training Registration of CBBD: Companies, Accounts Signatories Registration of CBBD & CCD, Production and approval of channel constract and CIK Replication or administration of CBBD and CCD in the channels Issuance of User Ids Passwords, Certificates Training CBBD CCD CBBD CCD CBBD The channel onboarding process has four steps related to the implementation of clients on the access channels Discussions Revealed following Process Gaps The legal documentation and the related implementation process is not optimal Customer data needs to be administered in multiple systems and many times The data administration systems are not reliable, costly to maintain (DA & CAAA) and lack features that can help minimize data entry Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 11 - The below picture highlights the current areas of technical & functional constraints.
Architecture Constraints Constraints areas in DA and CAAA are technical in nature and not illustrated in this deck These constraints are beyond scope of BPM Consultants purview IT Landscape which supports DB-DI Channel Onobarding Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 12 - Scope of Engagement From BPM Consulting Perspective - Process Implementation Roadmap, Detailed Estimate from IT Organisation, KPI, Governance Structure, Simulation, Standardization to be taken up later, separately and hence not in scope for this engagement Problem Definition - Business Organisation propose to improve the channel onboarding process for DB-DI TouchPoints 7/11/2008 Process Owner - CM&IS Business Organisation Process Scope - Starts with Legal Documentation Process New Process to leverage existing accounts is to be designed Ends with Channel Administration Process Linkage Account Opening Process at GTB Business Organisation Level Improvement Drivers Qualitative and dependent on existing client onboarding process Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 13 - Objective (1): Design Company Account & Enablement Process Account Opening EB Legal Doc Process Channel Administration Installation / Training Working Assumption Company & Account Enablement Process The improvement scope for proposed channel onboarding process for DB-DI includes improving EB Legal Documentation Process, Leveraging Existing Account Opening Process Whenever an account is opened, this account will need to be administered in the Global Account Documentation System (GADS). Once an account is duly documented the Company and Account Details are replicated to the Channel Administration Platform (CAP) with this process. Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 14 - Objective (2): Improve Legal Documentation Process Deal Framework Completion Legal Addresses Fees Accession Agreements Legal Contract Execution Verify Signatures Review & Sign Client process Bank Implementation process Channel Contract Standard Form D A Account Opening EB Legal Doc Process Channel Administration Installation / Training Proposed Workflow EB Legal Documentation Process (Reduced process Overheads) The improvement scope for proposed channel onboarding process for DB-DI includes improving EB Legal Documentation Process, Leveraging Existing Account Opening Process Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 15 - Channel Administration & Support process Administration Forms populate CAAA database Installation Provide User IDs, Passwords Install Drivers Generate Certificates Training Client process Channel Data Execution Verify Signatures on Forms Legally Binding (signed) Standard Forms CBBD CCD CCD Objective (3): To Improve Channel Administration Process Account Opening EB Legal Doc Process Channel Administration Installation / Training The improvement scope for proposed channel onboarding process for DB-DI includes improving Channel Administration Process by leveraging intelligent forms technology Proposed Workflow Channel Administration (Introduced technology lever) Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 16 - Outline 1 4 Deadlines & Deliverables Background & Motivation Approach & Methodology 5 Observations & Next Steps 3 Business Process Improvement 2 Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 17 - Execution Timelines Following Tasks were identified as part of project plan for BPM Consulting Engagement Task Name Duration Start Finish Comments / Deliverables High-level future business process for DBDI 50 days 17-Mar-08 27-May-08 Task Accomplished Analyze & specify target client onboarding business process and workflows for dbdI 4 days 17-Mar-08 20-Mar-08 Task Accomplished Exploring Client on boarding "As - Is" Scenarios in ADONIS 3 days 17-Mar-08 19-Mar-08 Task Accomplished Discussion with Business Group as envisaged in Oct 2007 Proposal - Backdrop at a glance, Stakeholders Vision / Mission, Competative Landscape, 2 days 19-Mar-08 20-Mar-08 Task Accomplished Discussion with Business Group - Analysis and Decomposition from level 0 onwards, reference Oct 2007 Proposal 40 days 27-Mar-08 21-May-08 Task Accomplished Plan for Preparatory Workshop 9 days 27-Mar-08 8-Apr-08 Task Accomplished Conduct Preparatory Workshop - Phase 1 2 days 9-Apr-08 10-Apr-08 Task Accomplished Conduct Preparatory Workshop - Phase 2 1 day 16-Apr-08 16-Apr-08 Task Accomplished Analysis of Preparatory Workshop 6 days 10-Apr-08 17-Apr-08 Task Accomplished Articulate high level building blocks for target process 5 days 18-Apr-08 24-Apr-08 Task Accomplished Plan for Design Workshop 5 days 23-Apr-08 29-Apr-08 Task Accomplished Conduct Design Workshop 2 days 6-May-08 7-May-08 Task Accomplished Prepare Business Process Master List 6 days 8-May-08 15-May-08 Task Accomplished Publish Business Process Master List and Invite Review Comments 4 days 16-May-08 21-May-08 Task Accomplished Translate Processes in Adonis 5 days 21-May-08 27-May-08 Release Target Processes 5 days 21-May-08 27-May-08 Task Accomplished Task Accomplished Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 18 - Kick-Off with Business Organisation Deliverable -> Minutes of Meeting clarifying Client Onboarding vis--vis Channel Onboarding for DB- DI Preparatory workshop (Phase 1 and phase 2) Deliverable -> Minutes of Meeting and Workshop Deck (presentation) that identified stakeholders participation, start point and end points of engagement Design Workshop Deliverable -> Minutes of Meeting and workshop deck (presentation) that identified execution methodology, approach, team roles and responsibilities, agreement on deliverables and deadlines from BPM Consulting Engagement and compilation of Business process master list Review and Release of Business Process Master List Deliverable -> Business Process Master List which has a linkage from high level business process to sub-processes, activities and tasks. Also identified process attributes, outliers and scenarios like add, delete account etc. Limited review and release of DB-DI channel onboarding business process Deliverable -> DBDI Business process is modeled in Adonis with limited review from team CAP IT BPM consulting reports & recommendations Deliverable -> Interim report while working onsite from Eschborn and Final Engagement Report to outline the observations and recommendations going forward Milestones & Deliverables Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 19 - Outline 1 4 Deadlines & Deliverables Background & Motivation Approach & Methodology 5 Observations & Next Steps 3 Business Process Improvement 2 Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 20 - Observations At Interim Stage - Relevance of Process CAAA Standards Instructions iForms DA SUB - PROCESS ACTIVITY TASK BUSINESS PROCESS During Design Workshop, following process flow and levels were found to be adequate for DB-DI Channel onboarding process improvement Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 21 - Observations At Interim Stage Design Workshop The following business processes master list is compiled during design workshop and reviewed with subsequent discussions with stake holders LEVEL 1 PROCESSES Company and Account Enablement EB Legal Documentation Channel Administration
LEVEL 2 SUB-PROCESSES Company and Account Enablement EB Legal Documentation Channel Administration CAE1 Administer Company or Account Details LD1 Create / Change Legal Agreement CA1 Initiate CAE2 Execute In country tasks LD2 Terminate Legal Agreement (Customer Deactivation) CA 2 Administer the Entitlement Data CAE3 Approve Pending Company & Account Details / Replicate to Channels(applicable if done manual) CA 3 Data & Signature Validation CA 4 Execute Data Enrichment and / or Release Approval CA5 Deploy Changes CA6 Customer User Activation Process CA7 CSA User Activation Process CA8 Deactivate Customer Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 22 - Show Stopper Scenarios - Disagreement from Functional Expert meeting the expectations - Inability of Solution Architect to support the expectations within short time lines - Identify other risks..,
For Out of Scope Parameters & Potential Measures - Evaluate the essence of these parameters to CSD Phase 3 engagement - If required, these can be taken up as separate workstreams under CSD Phase 3 Risks & Mitigation Detailed Risks and Mitigation from IT perspective to be worked out separately Team IT agreed to evaluate in details (from functional aspects and architecture landscape perspective) if there exists any show-stoppers and potential remedies separately while deriving functional specifications These risks are adequately discussed in the design workshop and are mitigated as under Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 23 - Recommendations (1) Team CAP IT It is benefial to explore ADONIS for further analysis, optimisation, and enriching the documentation of Business Processes to next level of maturity Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 24 - Recommendations (2) Team CAP IT DB-DI channel Onboarding Process o Leverage the Adonis training session and tool knowledge in fine tuning the currently modeled processes V0.3 o With expertise of Domain Specialist, evaluate an opportunity to standardize the level one and level 2 processes for other channel onboarding process o Evaluate the fitment of DB-DI channel onboarding process IT architecture with the organizational guidelines of IT strategy IT Landscape and Technology Support o Technologies evaluated to support the DB-DI channel onboarding process should be aligned to organisational IT strategy guidelines o As DB-DI channel on-boarding is termed as child process of Client on-boarding process, the criterion for technology evaluation and selection should be robust and scalable to meet, support / align to client on-boarding technology requirements Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 25 - Recommendations (3) Business Organisation DB-DI channel Onboarding Process o Business organisation should clearly define the roles and assign responsibilities to facilitate effectiveness of newly improved DB-DI channel onboarding process o The business process is currently not earmarked for the inter and intra department service level agreements, timelines and clarity on metrics and measurement as the process graduates to next level o The business organisation should evaluate an opportunity for benchmarking the process operations and cycle time at important toll-gates / sub-processes Design Process Implementation Roadmap and Reviews Mechanism to have o Governance structure for implementation of DB-DI channel onboarding process o Continuous process improvement initiative to incorporate Industry Best Practices and dashboard to monitor and measure the performance of Key Process Indicators Know Your Planet Deutsche Bank Case Study CONFIDENTIAL - 26 - Thank You For More information / clarifications, the BPM Consultant can be reached at
Ravindra Bhuyarkar 1, Mangaldas Road Pune INDIA PIN 411 001 Email Ravindra.Bhuyarkar@TCS.com Phone - +91 20 6608 7902