BPM - DB Case Study

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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
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
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

CONFIDENTIAL
- 4 -
Outline
1
2
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
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
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
CONFIDENTIAL
- 8 -
Outline
1
2
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
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
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
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
CONFIDENTIAL
- 13 -
Objective (1): Design Company Account & Enablement Process
Account Opening
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.
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
Proposed Workflow EB Legal Documentation Process (Reduced process Overheads)
EB Legal Documentation Process, Leveraging Existing Account Opening Process
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
Channel Administration Process by leveraging intelligent forms technology
Proposed Workflow Channel Administration (Introduced technology lever)
CONFIDENTIAL
- 16 -
Outline
1
2
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
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
CONFIDENTIAL
- 19 -
Outline
1
2
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
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
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
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
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
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
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

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