Industry: Telecom Operator
Functional Environment: Process Management
Methodologies: BPM (process modeling)
Technical Environment: CaseWise, VISIO
Context & Objectives
Our client is a leading provider of communication services in Belgium and Luxemburg. The company offers fixed and mobile communication, internet, data and digital television services to residential and company clients.
The goal of the project is to support the client’s Solutions Department in its day-to-day operations by:
- Defining new requirements for the different CRM systems (Tina, Oracle,...).
- Implementing a BPM structure (process standardization and process modeling).
Approach
- Supporting the Operational Departments in implementing the new releases of the customized CRM system.
- Setting up a Business Process Framework for the organization’s (B2B) Solutions Department (CASEWISE corporate Modeler).
- Defining the business needs (business analysis) - Oracle ERP Project Management.
- Defining the process standards for the organization’s Solutions Department.
- Coordinating the ‘roll-out’ (Project Management) of the Business Process Framework.
- Coordinating the ‘roll-out’ (Project Management) of the Oracle Project Management module.
Results
- A new BPM framework was defined based on Casewise and MS Sharepoint.
- The process standards were mapped.
- The Oracle Project Management module was completely rolled-out in the entire organization’s Solutions Department.
- All the process analysts and managers were trained to the new BPM approach (link between Casewise and Sharepoint).
