BPM Software To Improve Operations Case Study Assignment Help
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Qwest Communications International, Inc., (Qwest) is a provider of voice, data, Internet, and video services. The firm has 35,000 employees with recent annual operating revenue of nearly $14 billion. Its headquarters is in Denver, CO. Most of its business is generated from within its local service area that consists of 14 western U.S. states.34 Provisioning operations is a critical activity for all telecommunications providers and includes the following business processes: customer requirements capture, order data collection, price and offer management, and work distribution. Qwest’s provisioning operations were highly fragmented—so much so that the various business processes were supported by
“small islands of automation that had to be bridged by manual processes. [This resulted in] many people doing a lot of untracked, unmeasured, manual work that led to inefficiencies and a sore lack of process standardization.”35 As a result, Qwest was experiencing higher than necessary operating costs, rework, and missed business opportunities. To address these problems, Qwest established a centralized BPM team to “set and document standards, facilitate change control, and manage the company’s business process
repositories.”36 The BPM team collaborated with already established business process improvement teams in each line of business to identify two business processes needing immediate attention—order data collection and price and offer management. Together they also identified two KPIs to measure the improvement results—held order rates (work delayed due to insufficient or incomplete information) and cycle time (the total time to complete a business process).
The team recognized that BPM software could help in their analysis of the ailing business processes. They evaluated several BPM software packages to “help optimize, standardize, and improve its business processes.” 37 The BPM vendor was selected only after demonstrating a system prototype that met the firm’s needs.
The BPM team collected existing data from its provisioning operations business processes for input to the BPM software’s business process modeling and simulation modules. The BPM team was then able to identify and evaluate possible changes in the processes. Wisely, the BPM team distributed business-process modeling and simulation tools broadly and encouraged those actually doing the work to look for business process improvement opportunities as well. By taking this approach, the BPM team was able to
build trust and buy-in for business process change and build support for its recommendations.
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Upon implementation of the recommended changes, Qwest quickly experienced measurable improvements in both the order data collection and price and offer management processes. Held orders dropped by 10 percent and there was a 20 percent reduction in the price and offer management process cycle time. Being able to show measurable benefits created a positive environment and the willingness of employees to participate in further business process improvement efforts.
Outline a reasonable process that would enable the BPM team to single out the order data collection and price and offer management business processes as the place to start. Who should be involved in this process?
1. Discuss the importance of knowing the KPIs for a business process when trying to implement improved business processes.
2. In trying to improve these two processes at Qwest, what sort of data would prove most useful for input to the BPM software’s business process modeling and simulation modules? What if such data were not available at the start of the study?
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