GMAC: Global Management & Communications

Key Offerings

Conference Specifics

Achieving Competitive Advantage and Maximizing
Customer Value through Strategic Use of IT

Friday, May 20th 2005, Meguro Gajoen, Tokyo

9:00-9:20

Registration

9:20-
9:30

Market
Trends

9：25-
11：50

Opening Address:

Special Presentation
Maximizing Customer Equity through Strategic BPM/BPO
The goal of traditional outsourcing such as utilizing Call Centers has been to reduce cost. However, what is required more than ever is to enhance Customer Equity through Process Innovation and Strategic Outsourcing. This will be described in this session through specific CRM Case Studies. An original diagnostic method to avoid the pitfalls when outsourcing and mapping a BPM strategy will also be introduced.

Eiichi Takumi
Executive Member, BPIA Association/ Director Educational Committee Chair, CRM Association
Professor, Digital HollyWood University

International Presentation:
Overview of Global Trends and Directions in BPM
Current Methodologies an Definition of BPM, Opportunities for Improvement and Pitfalls associated with BPM
Paul Harmon, Executive Editor and Founder, Business Process Trends
An Analyst and Author of “Business Process Change: A Manager’s Guide to Improving, Redesigning, and Automating Processes
Paul also has experience working in major process redesign projects with Bank of America, Wells Fargo, Security Pacific, Prudential, and Citibank among others.

Case Studies:
Takeshi Ishikawa, Chief Manager, Quality Management Dept. Customer Service, Suruga Bank

From CRM to Corporate Concierge-Efforts toward Suruga's CRM

Toshio Nishiyama

Senior Manager, IT Operation Service Department, Network Business Division, NTT Communications Corporation

Use of BPM/BPO in the Telecommunications Industry

11:50-13:00

Networking Luncheon

13:00-
13:40

Afternoon Workshops
STREAM A - BPM

Afternoon Workshops
STREAM B - CRM/BPM

Afternoon Workshops
STREAM C - BPO



Realization of BPM cycle
Kazuhiro Watanabe Consultant ARIS Division IDS Scheer Japan Co.,Ltd IDS Scheer Introduction BPM with IDS Scheer Scout of the Business Process Modelling in Design Platform SOA Concept on Process Implementation Platform and System Integration Process Performance Evaluation on Process Implementation Platform

PeopleSoft CRM 8.9 Wealth Management Solution

Takamitsu Ueki
Director,CRM Business Development
PeopleSoft Japan,KK

Retaining client relationship and providing effective service by client segmentation bring the best result of marketing investment to the companies. You need to understand the client’s needs and relationship and to provide appropriate service at the client’s tier. Identifying and acquiring high-value clients as well as building and leveraging strong client relationship are essential to maximizing the lifetime value of the clients. PeopleSoft CRM features the customer-driven business model, the customer segmentation and the multi channel communication, while offering “Wealth Management Solution” - a solution specific to financial service industry, focusing on top-tier clients including high-net-worth and mass-affluent tiers. Join us for the session to learn what the Wealth Management Solution means to you.



Agile Business Process Outsourcing Akio Ohara Industry Executive Financial Service Industry EDS Japan BPO Utility - The Future today Building Economies of skill, scale and agility Skill - leverage knowledge Scale - reduce cost Agility Share products Analyze pool of customers Single platform in order to enhance collections and marketing, lending to speed to market and better managed risk Aggregating customer information through utility consolidation Case study - Large global bank

13:50-
14:30

Realizing Highest Potential through Process Improvement-

Akira Nakamura
Senior Engineer, System Engineering Department, Industrial Solution Sales Division
Hitachi Software Engineering Co., Ltd.

To answer to customer demands, a company must realize its highest potential through 1: Sharing Organizational Goals 2: Overcoming Barriers and Learning from Past Mistakes 3. Producing and Thinking of Creative Ways to Realize Ideas. Companies find solutions to achieve goals when sensing an impeding crisis, the underlying energy for Process Reinforcement. This session will introduce how a 21st Century ECM (Production Management) along with a Communication System support Process Reinforcement.
※ECM：Enterprise Chain Management
A new 21st Century theory and method for production provided by Class Technology Co

Data Cleansing and Matching best practice - CRM Systems Case-Study

Masashi Hayakawa
Deputy Director
CRM Sales Department, CRM Division, Agrex Inc.

Current data-related challenges in CRM implementations
Why do we need accurate data cleansing and matching?
Data quality case studies with ROI
Demo of Trillium Software System (product functionality)

* Trillium is widely implemented not only for CRM systems but also for various businesses, such as disclosure of personal information to observe the Laws concerning the protection of Personal Information, data masking, customer information integration for merged companies, and data consolidation from various channels etc.

Outsourcing Method for Efficient IT Investment

Makoto Yamaguchi
General Manager
Managed Services Planning and Promotion Division
NEC Corporation

It is important for IT directors to account for the contents of IT investment to their executive boards as a strategic IT investment becomes remarkable. Outsourcing is useful for them to achieve the purpose of IT investment like cost savings, availability, security and a better support for internal users/customers.

14：40-
15：20

BPM and Business Rule Management System: How to streamline the process from end to end

Joe Boissy, Director
Market Development
ILOG Co.,Ltd.

This presentation will walk through the different aspects of the decision automation with BPM inside the enterprise. You will learn:

How to achieve full automation by covering the workflow and the decision pieces
How decisioning systems are automated using Business Rules
How to implement a Business Rules Management System (BRMS) in a BPM
Case studies and best practices in Banking / Insurance, Telecommunications and Government


Realizing CRM through Effective Use of Billing Statements（CCM） Daisuke Goto Manager DOC1.Product Management Group 1 Software Japan K.K.



Beyond the Hype: BPO Success Stories in Asia-Pacific Tom Reilly CEO Capgemini Business Services (Asia)Capgemini Executive-level interest in business process outsourcing (BPO) reached an all time high in 2004. The reasons for this new interest are simple. First, a number of high-profile BPO deals were signed by large organizations around the world. Second, the delivery capabilities and success stories of ‘offshore’ BPO providers have finally reached ‘industrial strength’.As with any new business practice, BPO is surrounded by a fair amount of ‘Hype’ and confusion surrounding “BPO”. To demystify ‘BPO’, Tom will share three well established case studies in the Asia- Pacific region.

15：20-
15：40

Afternoon Coffee/Tea Break

15:40-
16:20



The true value of BPM ~ Optimisation and visibility of enterprise-wide process drive best practice and achieve regulatory compliance FileNet Japan K.K. Workflow vs. EAI vs. BPM Process Definition / Implementation / Tracking Process Analysis Process Simulation Process Management Console Case Study and Benefits

Enterprise Service Bus (ESB) Foundation for Enterprise SOA Infrastructure

Hiroshi Kubota
Director
Marketing & Business Development
Sonic Software Japan Ltd.

SOA represents the opportunity for broad-scale interoperability and the flexibility required to continually adapt technology to changing business requirements. As an infrastructure for SOA, an ESB provides connectivity, mediation services, control services and a built-in framework for the management of services. The purpose of this sessions is to review SOA infrastructure requirements, explain Sonic ESB fit, key differentiators/benefits.

16：30-
17：10



Collaborative fast time to market at Manufacturing industry - Contents meet business processes management on Documentum Naoyuki Maruyama Partner Account Manager EMC Software Nihon Documentum K.K.


Classification of BPM and What is SBM/Pure-Play BPM Tsunehiro Unozawa Senior Vice President Savvion Department Japan Process Development Co.,Ltd. Now, user wants IT system to grow together IT and company. SBM can execute this based open environment, EA, Web system and SOA. This session explains SBM and also the classification of BPM.

17：20-
18：00



The Comparison of BPM among the U.S. China and Japan towards the innovation of Japanese work Style Hidenori Kudou Senior Vice President NEC Soft Ltd. The speed of decision making, and responsibilities Business work style The introduction of the merit-basis The role and allocation of staff members The business stance of employee to the company The sharing and control of information by position Products and services by NEC Soft



Road to constructing an enterprise BPM that fuses business and IT (Process Integration / Information Integration / Continuous Improvement) Reiso Kimura Senior Solution Consultant TIBCO Software Japan Inc. Nowadays, we face low business growth and noticeable changes in customer preferences in various markets which means the key factor to survival would be to possibly provide the best products promptly at the best price. It would bring you huge business benefits as well in promptly constructing, adding, and improving end-to-end business processes by utilizing the existing resources. Approaches to materialize the integration between prompt, low-cost, flexible processes and information based on abundant accomplishments; Process oriented approaches Mapping information to business processes Process analysis / Grasping issues Constructing a mechanism on continuous improvement Utilization of the best practice template within the industry Accomplishment references

18:15-20-00

Networking Cocktail Reception

*Speakers are invited and subject to change *Light refreshments will be served during lunch break　*Interpretation will be provided for English speaking presenters only.