Transforming How Business Works

with Pega BPM

 What if you could transform your business
in a way you never thought possible?
Businesses must continually manage change, and
business people need a faster and more reliable
way to bring their goals and new ideas to life.
With the accelerating pace of change, however,
traditional methods for building business solutions
– custom coding and packaged applications –
cannot keep up. The pressing need to innovate,
differentiate and adapt requires a new approach.

“In a five month period of time, we went

from having a discussion to having
something out on the street that our agents
could sell... That’s pretty lightning speed in
my mind...”
Mhayse Samalya
President
Commercial Business Insurance
Farmers Insurance Group

2
The New Way to Build Business Applications

Businesses are driven by new ideas. They want to rapidly introduce new products,
open new markets and out-maneuver the competition. At the same time they must
live up to increased customer expectations and comply with new regulations.

Meeting these demands requires bringing new speed and agility into the heart of the
organization: Its business processes. Too often, cumbersome, manual processes and
isolated systems bog companies down, creating execution gaps between management
goals and operational performance that impede change and stifle innovation.

To succeed, businesses need solutions that help them match

operations with strategy, eliminate execution gaps and stay
agile so that they can respond quickly to shifts in the market.
As the industry leader in Business Process Management
(BPM), Pegasystems helps the world’s leading organizations
become more competitive and innovative. Pega puts
change in the hands of business, providing control to those
accountable for business results.
With Pega, businesses can define, manage and change their
processes exactly when they need to improve operations and
add value to customer interactions. Pega helps businesses
build flexible and scalable solutions that achieve predictable
outcomes remarkably fast – often in sixty to ninety days.
“This new generation of technology
allows businesspeople to manage
their own changes, update their own
rules, and actually be accountable
for ensuring that their tool sets and
technology deliver business results.”
Kenneth Klepper
President and COO
Medco Health Solutions, Inc.

Pega BPM is an ideal alternative to inflexible packaged solutions or costly custom

IT development. Applications built with Pega BPM are easily defined and changed,
because Pega directly captures business objectives, specializes by situation to
meet business needs in all contexts and provides comprehensive work automation
combined with dynamic case management to get work done – even across
departmental silos.

The business results achieved with Pega BPM are compelling:

� 30% increase in business
� 40% improvement in productivity
� Five times faster development

It’s no wonder that Zurich/Farmer’s, Medco, Citi, Blue Cross Blue Shield of Minnesota,
JPMC, John Hancock, Starwood, Kaiser Permanente, and other global organizations
use Pega BPM to drive better business outcomes.

3
 Directly Capture Objectives to Innovate at
the Speed of Business
Business people must be able to decide on a change and then coordinate resources to
make that change happen. This requires sharing tools and ideas with operations and
IT at all stages of a project to make sure the solution meets business needs.

In Pega BPM, business people capture their goals and

objectives with easy-to-use tools that define, organize and
manage information directly in the system. This means no more
cryptic specifications, disconnected documents or out-of-date
applications.

Pega BPM is a complete business application development

platform for processes, business rules, integration, case
management, and user interactions. The platform is 100%
model-driven, with no hand coding. All business assets are
available in fit-for-purpose Web forms.

“This is an agile concept. You get a business analyst and technician [working]
together. This has an impact on the timeline, because the business is seeing
what it will get immediately. After that, it’s just a case of building it and testing
it, so we can get faster to market and change things on the spot.”
Manuel Restrepo, Head of IT Center of Global Excellence, Chartis

Pega BPM helps business people:

� Get the solution they need fast
with business-friendly tools to
collaboratively define, refine and
communicate requirements and
objectives
� Share the business vision with a
unified, powerful and easy-to-use
Web-based environment for business
owners, analysts, designers and
developers
� Build and refine the process early,
with live forms, business rules and flows
� Control changes to business models with a dynamic repository where changes and
prior versions are automatically tracked
� Work collaboratively and concurrently with social tools to flesh out models and
forms to meet governance, performance and design needs
� Share documentation on-demand during the life of the solution, so documentation
is always up-to-date and “in sync” with the actual implementation

4
Specialize by Situation to Deliver the Right
Action at the Right Moment
Pega helps business people define the different ways processes may run, overcoming
traditional “cookie-cutter” approaches to work, where work in all locations is done the
same way. Pega BPM provides a revolutionary approach to handling differing business
requirements based on situation and context, taking into account participants,
customer details, and local or regional regulations and policies.

Work exceptions and local requirements that would otherwise need human
intervention are handled with a specialized layer that captures only the rules for the
particular situation. Pega BPM dynamically selects which rules apply at run-time. This
lets organizations:
� Create dynamic business solutions
that can adapt, improve and grow
with the business
� Substantially reduce costs for
delivering multiple versions of an
application at the same time
� Handle unusual cases automatically
and route exceptions to the right
workers to reduce manual labor and
increase staff productivity
� Handle multiple sets of local rules
as part of an overall application to
increase regulatory compliance
across different locales

Using specialization, an enterprise can establish a set of company-wide policies and

procedures, and then create additional “change only” layers that represent specialized
circumstances. As shown in the diagram, circumstances can represent specialization
by region or customer type, and can even be used to do
shared system piloting by associating new policies and “ What’s really important, particularly
procedures with specific pilot users.
because we have many lines of business,
Pega BPM also provides a robust multi-dimensional
repository for policies and procedures. Specialized is to handle variation... I have all these
versions in the repository can handle version, product, different businesses with totally different
time, customer type, and geography, as well as
customer-specific requirements for organizing and customer sets. Agility is up on top, so
selecting assets. Production configurations can be
there’s a more standard foundation that
locked and new elements tested in a specialized
development setup before being deployed. Versioning connects to the core.”
allows rollback and process rerun against earlier Kenneth Klepper
versions of business rules and processes and supports President and COO
a complete audit trail. Medco Health Solutions, Inc.

5
 Automate Work to Increase Productivity
and Consistency
Pega BPM solutions are used to do more than define objectives
and changes. Pega provides powerful work automation
capabilities out of the box, using business policies to automate
work and the Pega BPM engine to manage tasks and exceptions
across business silos.

With Pega BPM, organizations can manage the complete

lifecycle of work tasks:
� Receiving work across all channels (Web, phone, email, and
others) to build and enrich cases
� Routing work to systems and people based on skills,
workload, priorities, and SLAs
� Researching and retrieving data from enterprise systems
exactly when needed to reduce manual searches
� Responding to customers with automated correspondence to
reduce delays and ensure consistency
� Resolving work with dynamic policy rules, automating resolution where possible
and guiding users when needed
� Reporting on productivity and quality for real-time business activity monitoring,
with hundreds of reports, easy custom report generation and an open database to
integrate with other systems

Dynamic Case Management

For investigations, incident management, claims and complex customer interactions,

companies need to coordinate multiple tasks with resources inside and outside the
business using dynamic case management.

Pega BPM is the industry-leading dynamic case management platform, managing

complex work streams, with collaboration among case workers and outside parties.
Pega orchestrates the entire case, ensuring it is completed accurately and efficiently.
Dynamic case applications are built for change to enable rapid response to constant
shifts in business goals and market requirements.

Dynamic case management capabilities include:

� Standard and ad hoc processes, so case handling is tailored to case requirements
and case workers
� Business-friendly case design that makes it easy to customize case handling to an
organization’s needs
� “Design-by-doing”, which allows a case manager to design a new case type from an
existing case so best practices are captured for reuse
� The ability to capture structured and unstructured content, integrated to document
management systems, so that documents can be tracked for the life of the case and
beyond
6
 Pega BPM – The Path to Immediate
Business Benefits
Pega customers use Pega BPM to transform their operations and beat the
competition. Organizations often start with a focused solution solving a specific
business problem, and then build on one initiative after another, using Pega BPM to:
� Leverage existing infrastructure, extending systems instead of replacing them
� Launch new products and services more quickly and efficiently, generating new
revenue streams weeks or months faster
� Expand solutions globally by reusing and specializing business process assets
� Use end-to-end automation to eliminate costly, unnecessary work
� Foster great customer experiences that increase customer satisfaction and loyalty

With Pega, organizations increase BPM excellence and achieve compelling results,
especially in new business, case management and customer experience. Pega
customers have gained as much as a 30% increase in business, 40% improvement in
productivity and have brought new initiatives to market five times faster.

“We chose Pegasystems based on Pega’s world-class technology and unique ability
to support re-use across multiple lines of business. Pega’s deep industry expertise,
and pre-packaged financial industry assets were of considerable importance and
have enabled us to achieve immediate results.”
Kevin Poe, Senior Vice President Enterprise Business Process Services, SunTrust

Industry Solutions Speed Development of Business Applications

Pega industry solutions are a specialized set of assets that behaves like an application,
but is easy to configure and change. They embody industry-specific best practices in
Financial Services, Insurance, Healthcare, Telecommunications, Life Sciences, Public
Sector, Energy, Manufacturing, and other industries. Industry solutions include:
� Robust industry data models
� Pre-built screens for common tasks and workflows
� Common workflow processes
� Industry standards for privacy, compliance, and quality
� Standard connectors for access to enterprise data and
legacy systems
� Targeted reports and dashboards to manage business
objectives

These solutions offer enterprises the best of both worlds:

Automated, pre-built industry policies and procedures combined with the proven
Pega BPM platform and Build for Change technology drives innovation, operational
excellence and enhanced customer relationships.

7
 Getting Started

Pega has great programs and materials to help companies understand BPM and get
started on their journey to success.

LEARN Pega.com has rich content about BPM technology, transformation and
continuous improvement methodologies. If you are new to BPM, Pega offers the BPM
Professor, an educational series to help you understand the value BPM can bring to your
overall enterprise ecosystem.
INTERACT the Pega’s Community, containing Forums, Blogs, and Professional
Developer Network, provides an opportunity to interact with thousands of business
process professionals.
TRANSFORM Pega Centers of Excellence can help you transform your organization. You
can evaluate your organization’s strategy and process, and learn how to take your BPM
initiatives to the next level with BPM maturity models and customer best practices.

About Pega

Pegasystems (NASDAQ: PEGA), the leader in Business Process Management, provides software
to drive revenue growth, productivity and agility for the world’s most sophisticated organizations.
Customers use our award-winning Pega BPM to improve customer service, reach new markets and
boost operational effectiveness.

Our patented Build for Change® technology makes enterprise applications easy to build and
change by directly capturing business objectives and eliminating manual programming. Pega BPM
unifies business rules and processes into composite applications that leverage existing systems —
empowering businesspeople and IT staff to deliver value quickly and outperform their competitors.

Pega BPM is complemented by best-practice frameworks designed for leaders in Financial Services,
Insurance, Healthcare, Telecommunications, Life Sciences, Public Sector, Energy, Manufacturing,
and other industries

Headquartered in Cambridge, MA, Pegasystems has offices in North America, Europe and Asia. Visit
us at www.pega.com.

© Copyright 2011 Pegasystems. All rights reserved. 2011-3