Business Process Management - Case Studies

Business Issue: The client processed receivables from four locations. Most customers were handled from at least two of the sites with different processes and service levels. Customers received inconsistent or contradictory information. This created a lack of customer satisfaction and posed a threat to competitive advantage.

Solution: Redesigned order-to-cash workflow and accounts receivable organization. Consolidated four locations. Implemented a single, unified approach to the customer. The project resulted in savings of $.5 million per year off base of $2.5 million, and enhanced customer service as a competitive weapon.

Business Issue: Customer Service employees were dissatisfied with highly manual process, leading to retention issues and a deterioration in efficiency.

Solution: Utilized process analysis as the functional specification for a new information management application. This assured that the process drove technology design, rather than technology driving process. The new technology empowered workers and enabled a redeployment of resources with a savings of 15%. Employee retention rose to 100% despite corporate merger that threatened elimination of all jobs.