Customer Profile

Client

Telecom Firm

Services

BPM Tool

Year

2020

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The Challenges

  • Within the telecom market good margins can be achieved with high coverage area. This is why our client wanted to strengthen its market position by assuring reduced cycle time for order to operation(O2O) processes. In order to reduce cycle time, it was critical to identify all those key performance indicators which impacts the business goal (reduce cycle time). In addition, right communication of processes was equally essential.

Q3edge's Solutions

Within the telecom market good margins can be achieved with high coverage area. This is why our client wanted to strengthen its market position by assuring reduced cycle time for order to operation(O2O) processes. In order to reduce cycle time, it was critical to identify all those key performance indicators which impacts the business goal (reduce cycle time). In addition, right communication of processes was equally essential.

  • Business Segment Matrix: Team mapped business objective with KPIs and finally to the activity level. With the help of this matrix, team were able to determined all those process activities which if failed to achieve their defined target, overall goal of cycle time reduction would be impacted.
  • Process Modeling: More than 500 processes were documented as part of Quality Management System. Even then, implementation were largely guided based on the experience of each individual as compare to the method as documented in procedures. One of the reason was lack of “interest” and“time” to read and understand the processes as defined. Team provided a graphical platform to design and model new and existing processes with end to end visibility. The platform provided a common language to understand the processes. It was much easier for the function teams to read and understood the processes. With the help of process modeling, awareness about the processes improved very significantly. Many process improvement opportunities started coming to the process improvement team.
  • Process Simulation: Experiments / Process Re- engineering could be very expensive if performed on the real environment. Thus business process simulator was used. All possible parameters, scenario were well tested which enabled the organization to remain prepared for all potential risks and challenges before adopting the re- engineered business processes. It did not only improve the expected time delivery but at the same time improved quality of delivery very significantly.
  • Process Monitoring and Controlling: To achieve continuous improvement in process performance, there was a need to transform business data quickly into interactive dashboards. Real time data monitoring, share knowledge and collaborate with colleagues could support team to take immediate action if anything would go wrong. Team implemented business process dashboard as part of business process management system.

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