BPM Project Sample

1. Discuss link to the goal and strategy in BMM
2. Create Project Charter
3. Define methods for process discovery
4. Perform the discovery
   1. Process space
   2. Process Topology
   3. Process Attributes
5. Optimize the process
   1. Measure current performance (steady state goals)
   2. Set new goals
6. Implement the process

Strategy Link

1. Increase customer satisfaction (Goal)
   1. Reduce appointing waiting maximum time from 5 days to 48 hours, finish within 6 months(Objective - SMART)
2. Matching is made based skill, zones, availability (current strategy)

Project Charter

Goal: Reduce appointing waiting maximum time from 5 days to 48 hours, finish within 6 months(Objective - SMART)

Description: This is because customers always compailan to competiton. The process doesn't seem to be very well organized, employees complain that they do not know what to do.

Strategy for the project:

• Apply Lean to find potential waste and improve the performance of the process.
• Automate part of the processes to reduce time

Project Discovery

1. Strategy: Centralized, structure, top-down then bottom-up

Process space

• Start: Customer call triggers the project
• End: Product has been fixed/replaced

Process Topology

Process Attributes

• Process Owner: Who is the business owner of the process?
  • Mohammad
• Purpose: What is the ultimate purpose of the process?
  • Making the device operable to the customer
• Customer: On whose behalf is the process performed?
  • Client
• SME: What is our source of information for the discovery?
  • Tehcnitials, Operational Manager, Call Centre ....

Causes porposed improved

1. Technicians spend too much time not in appointments but doing noting because of the cancellations
   1. Call Centre sends SMS the customer one day before the meeting
   2. Call Cetnre calls the customer in the very morning in appoint after 13....

1. TEchnicians do not solve the problem in an hour or solve it faster, so waste a lot of time doing nothing
   1. Based on: 1. the descriptnon, 2. Product, etimate time needed estimate time and spare parts(technician)

1. Technicans do not have spare parts so they have to visit multiple times (after the visit)