≡ Menu

policy

First Look – DeltaR onRules

Delta-R‘s product onRules is Java-based, service oriented application. Based on open source like the Spring, Hibernate, Java Server Faces r UI, Groovy for scripting etc. It is fully web based – thin client – and the resulting services are deployed as web services. It is available in English and Spanish. The software starts with a [...]

I got an interesting question last week: In you experience do you believe that the rules editors will become self documenting tools and, if so, is there any danger to this? With regard to products I have used in the past I am not convinced they have evolved sufficiently to do this and I always [...]

Frank Kozlowski of Kohler presentedf on a web-based warranty system. When they set out to develop the system their goals were to move to a start-of-the-art, easy to use system that was web-based so dealers could enter claims directly anywhere in the world (they have 12,000 dealers). They wanted to reduce their cycle time from [...]

Rob Pritchard of Infosys presented on the power of business rules in warranty. His focus is on agility – most warranty systems are inflexible and hard to change. Organizations cannot make changes to warranty policy to respond to competitors, can’t create what-if scenarios, can’t tighten claims control or pre-valid claims or repairs. These problems come [...]

Terry Adams of Ingersoll Rand, the parent company of Trane, presented on harnessing and coordinating warranty best practices. IR includes Trance, Thermo King, Schlage, Steelcraft and others for about $17B worldwide. All these acquisitions have experience and systems so Ingersoll Rand has a vision of a Business Operating System to drive common tools and methodology [...]

John Hagen of Trane presented on measuring and improving an effective and efficient warranty process. Trane produces Commercial HVAC systems of every size. Warranty is tricky because they make everything so specific to customers. Trane started a new quality initiative in 2004 because they felt that there were some low hanging fruit. They had warranty [...]

Syndicated from ebizQ A friend passed on an article titled “When the customer knocks” in which Scott Arnett of Pitney Bowes discussed the power of data to improve customer interactions. Nothing there to cause me to blog you would think. Except that Scott, like too many in the Business Intelligence community, fails to acknowledge that [...]

First Look Tavant

Some weeks back I got a review on Tavant, a 700 person IT services and solutions company with a focus in financial services (mortgage, trading and security), ebusiness and Service Operations such as warranty management. I was interested in their warranty product as part of my research into the warranty claims space. The product – [...]

Continuing some posts on next generation warranty systems in the build up to speaking at the Warranty Chain management conference I thought I would contrast how current generation warranty systems handle critical decisions with how next generation systems do so. Decision Today Next Generation Is Claim Valid? Data validation rules are coded into the user [...]

One of the questions I get often is around how decisions and business rules relate. People want to know so they can design their system and so they can manage change. I recently got a request for a link to a post describing the difference and I realize that, though I have lots of posts [...]

Continuing this weeks posts on using decision management to improve development,  I thought I would post on how decision management should be part of model-driven development (model-driven engineering, a model-driven architecture or whatever). The recent, and premature, discussion of the death of SOA led Johan den Haan to post SOA is dead; long live Model-Driven [...]

I took some notes from an interesting panel on governance and change control. Panels are always tough to blog so this is a summary of my takeaways not a record of the panel: Executive sponsorship and active evangelism are key Build expertise – centers of excellence – within the groups that are managing rules Start [...]

Michele Edelman of Discover presented on Building Blocks of Decision Management: “Tools to Rule”. Michele spends a lot of time educating people inside Discover and her team use sources like McKinsey to show executives why EDM matters. For instance, a report on top 10 macro-economic trends: Centers of economic activity will shift profoundly not just [...]

Introducing SOA Design Patterns

Thomas was back on talking about the catalog of 85 SOA Design Patterns that he is publishing this year – SOA Design Patterns. Design patterns are a field-testing or proven design solution to a common design problem. Some are compound, most are atomic. These SOA Patterns overcome common design challenges for the successful adoption of [...]

From Scores to Strategies

The use of analytics in business decisions, presented by one of InfoCentricity’s customers, was next. In many organizations modelers are busy building predictive models that they then throw over the wall to a business analyst. To bridge this gap you need a collaboration platform that allows modelers to do their thing while allowing business analysts [...]

Patrick Joseph Gauthier wrote a great post this week called “Business Process Reengineering: The Right Skills And Roles For The Task Will Save You  Money” and I loved the question he suggests (that gave me the title for this post): “what if someone with a lower pay grade were to do this?” He goes on [...]

I have been an iRobot customer since Christmas. Much as I like their products, their customer service decision making leaves a lot to be desired. This particular post was prompted by their inconsistent warranty decision management. iRobot has outsourced its call center, as many companies have, and sound like they want to deliver excellent customer [...]

This week I thought I would write some posts about how enterprise decision management can help address some of the very real challenges in decision making. First up is peer pressure. A friend sent me this article from the Sloan Review – Applying (and Resisting) Peer Influence -and a couple of key concepts are clear [...]

After a short break we had Sandy Carter on The New Language of Business – SOA and Web 2.0. Sandy has recently published a book on this topic(The New Language of Business: SOA & Web 2.0). IBM recently surveyed CEOs to see what is top of mind and found that innovation for growth in today’s [...]

Book Review – IT Risk

[amazonify]1422106667:right[/amazonify][amazonify]1422106667::text::::IT Risk: Turning Business Threats into Competitive Advantage[/amazonify] I was lucky enough to get a pre-release copy of IT Risk: Turning Business Threats into Competitive Advantage by George Westerman and Richard Hunter. The book approaches IT risk not as a technical issue but as a business and management one with potentially serious consequences. As businesses increasingly are [...]