Last week I had the pleasure of attending our Innovation Tour event in Mumbai, the first leg of a multi-city tour of the world to showcase our Enterprise Information Management solutions and how they help companies move to the digital first world!
The event was very well attended and it was good to see keen interest being shown in our new offerings such as Actuate and Core and our other more mature EIM solutions. Enterprise World has traditionally been our key event of the year, but the Innovation Tour provides a way for OpenText to get closer to our customers around the world, Mumbai was no exception with keen interest shown in our expo hall.
I have been to India before, two years ago in fact, to meet with an automotive industry association that looks after the ICT needs of the entire Indian automotive industry. Back then, the discussion was focused around B2B integration. However, last week’s event in Mumbai showcased all solutions from the OpenText portfolio.
One of the interesting solution areas being showcased by one of our customers was Business Process Management (BPM) and it is only fitting that one of our Indian based customers won an award for their deployment of BPM. Why fitting? Well, India has long been the global hub for business process outsourcing, so I guess you could say there is a natural interest in improving the management of business processes in India. OpenText has a strong presence in the Indian market.
OpenText presented a number of awards during the event, and Tata Motors was the worthy winner of the award for the best deployment of BPM. Incidentally, Tata Motors also won the global Heroes Award at last year’s Enterprise World event for their deployment of our Cordys BPM Solution.
So who are Tata Motors, I hear you ask? Well, they are the largest vehicle manufacturer in India with consolidated revenues of $38.9 billion. Tata Motors is part of a large group of companies which includes Tata Steel, Jaguar Land Rover in the UK, Tata Technologies and many other smaller companies that serve the domestic market in India. Tata Group is fast becoming a leading OpenText customer showcasing many different EIM solutions. For example, Jaguar Land Rover uses OpenText Managed Services to manage the B2B communications with over 1,200 suppliers following divestiture from Ford in 2009.
Tata Steel in Europe also uses our Managed Services platform to help consolidate eleven separate EDI platforms and three web portals onto a single, common platform. So, simplification and consolidation of IT and B2B infrastructures is a common theme across Tata Group, and Tata Motors is no different with their implementation of OpenText BPM.
Tata Motors has struggled over the years to exchange information electronically with over 750 vehicle dealers across India. Varying IT skills, multiple business processes, combined with having to use a notoriously difficult utilities and communications infrastructure across the country was really starting to impact Tata Motor’s business. In addition, their IT infrastructure had to support over 35,000 users and there were over 90 different types of business application in use across 1,200 departments of the company. So ensuring that accurate, timely information could be exchanged across both internal and external users was proving to be a huge problem for Tata Motors. Step forward, OpenText BPM!
Tata Motors decided to depoy our Cordys BPM solution as a SOA based backed platform to connect all their business applications and more importantly provide a common platform to help exchange information electronically across their extensive dealer network. Even though they had deployed Siebel CRM across their dealer network, Tata Motors faced a constant challenge of having to process a high volume of manual, paper based information, quite often this information would be inaccurate due to mis-keying of information. A simple mistake, but when scaled up across 750 dealers, it can have a serious impact on the bottom line and more importantly impact customer satisfaction levels with respect to new vehicle deliveries or spare parts related orders.
Tata Motors had a number of goals for this particular project:
- Implement a Service Oriented
Architecture – Primary
objective was to setup a SOA environment for leveraging existing
services and hence avoid re-inventing the wheel. They also wanted
to use this platform to streamline the current integrations
between multiple business systems.
- Process Automation / Business
Process Management –
They had a lot of manual, semi-automated of completely automated
processes. Manual or semi-automated processes were inefficient
and in some cases ineffective as well. Some of their automated
processes were actually disconnected with actual business case
scenarios. So the goal for implementing BPM was to bring these
processes more nearer to ‘business design’, thus improving
efficiency and process adherence.
- Uniform Web Services
Framework – Tata Motors
goal was to try and establish a single source of web services that
could convert existing functionalities of underlying service
sources into inter-operable web services.
So, what were the primary reasons for Tata Motors choosing OpenText
BPM? It was a SOA enabler, its business process automation
capabilities, comprehensive product for application development,
minimizes the application development time and improved cost
effectiveness. Their BPM implementation covered two main areas:
- Enterprise Applications
Integration – mainly deals with inward facing
functionalities of employee and manufacturing related process
applications. They had many applications but they had a common
fault, they did not follow SOA principles. Web services had to be
developed inside every application which was very inefficient from
a time and resources point of view. In addition, if an application
had to connect to SAP then it was an independent, unmanaged and
- Customer Relationship & Dealer Management Systems
Integration –Tata Motors is the biggest player in the
commercial vehicles sector in India and one of the biggest in
terms of passenger car related sales, with over 750 dealers
scattered across India. The dealerships are managed using Siebel
CRM-DMS implementation but with many changes being rolled out
across the system it needed a supporting platform to effectively
manage this process. Cordys became the primary environment for
developing CRM-DMS applications.
So in summary, Cordys BPM has been integrated with SAP, Siebel CRM-DMS, Email/Exchange Server, Active Directory, Oracle Identity Manager, SMS Gateway and mobile applications across Android and iOS. The Cordys implementation also resulted in a number of business benefits including, improved process efficiency, stronger process adherence, built on a SOA based platform, significant cost and time savings. The project has already achieved its ROI ! Moving forwards OpenText BPM will act as a uniform, centrally managed and secure web services base for all applications used across Tata Motors landscape, irrespective of the technology in which it is developed. The platform will also provide an evolving architecture to mobilise existing applications and they plan to integrate to an in-house developed document management system. Finally, the go forward plan is to move their Cordys implementation to the cloud for improved management of their infrastructure.
I have visited many car manufacturers over the years and one company head quartered in the Far East had over 300 dealers in Europe and each one had been allowed to implement their own CRM and DMS environments to manage their dealer business processes. Prior to the acquisition of GXS (my former company) by OpenText, I had to inform them that GXS didn’t have a suitable integration platform to help seamlessly connect all 300 dealers to a single platform. With OpenText BPM we can clearly achieve such an integration project now and Tata Motors is certainly a shining light in terms of what is achievable from an extended enterprise application integration point of view. Congratulations Tata Motors!
For more information on OpenText BPM solutions, please CLICK HERE.
Finally, I just want to say many thanks to my OpenText colleagues in India; it was a very successful event and a team effort to make it happen. For more information on our Innovation Tour schedule, please