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Business Activity Monitoring (BAM)
Why BAM required?
To identify different Business Process and to improve the relationship between real-time IT operations and Business activities in various applications .
Where BAM required?
Banaking & Finance
Insurance
Retail
Pharma
BPM CoE planned to follow three new strategic areas
• Business Assurance and Visibility
• Control Services
• Complex Pattern Recognition
BPM CoE - BAM should be focused on transactions, events & concentrating on four key attributes
• Volumes
• Velocities
• Errors
• Special conditions
How BAM can implement?
It is a collaboration activity between Pega CoE & OPS Support
team to interact with various Business representatives to collect
below data s to focus primarily on following areas to optimize the
process for improving the productivity, Businss Benefits, reduce the
operational cost, Increase RoI, etc.,
Volume
Velocities
• Process cycle-time
• Cycle-times of individual steps
• Wait-times between events
• Time remaining to completion
• Process throughput
• Life-time of ticket
• Number of transactions
• Number of process events
• Transaction revenue
• Process revenue
• Line of business revenue
• Cost
• Margin
• Number of changes in a record
• Number of items consumed
• Number of calls
• Number of tickets closed
• Number of errors
• Number of compliance events
for audit
Errors
• No of hardware Errors
• No of software Errors
• Human errors
Special Conditions
Key performance indicator (KPI) is proposed to measure the
user behavior with the combine of volume, velocity and
error