2 BUSINESS PROCESSES MODELING CASE STUDY On-Line Catalog Updation Vishal Sharma
3 ObjectiveMarketing Programs of ABC Inc. at ABC Inc. wishes to outsource its work related to product and e-catalog content with consistent and current website product content and images to ABC India for supporting the day to day On line marketing content updating functionsThis refers to the following:Product Content Updates: Manage and execute all Online Submission Forms (OSF) requests for product page content updates. Retrieve appointed materials placed in submission (images, copy, skus, pdfs, etc.) and use the Content Management System (CMS) to update the appropriate products.Product Update Review and Tracking: Review updates on a staging server for consistency, report on completion and track all requests.Populate E-Catalog s: Create and populate e-catalog s using provided templates while maintaining the templates consistent look, feel and messageReporting status by s to Cat Managers, online marketing specialist and manager and Merchandising functionPreparing reports and metrics and confirm to SLA as desired from time to time by Corp. Process owner
5 Unanswered Questions: Functional :What is going to be doneStrategic : Why is the process requiredBusiness & operational Risks – how are they being coveredBehavioural : When & HowOrganizational : where it will be donewho is going to do itInformational : Its structure and the relationships among themProblems: How does the process solve existing problems including functionalOther issues like Training new users
7 Benefits of Business Process Modeling: Align Operations with Business StrategyLink organizational strategy to well-defined business processesAlign business execution and operation activity with strategyBusiness Process ImprovementsEnable Process ownership
8 Benefits of Business Process Modeling: Increase Control and ConsistencyFormalize existing processes which may not be well documented or which have evolved over time into "informal knowledge“Execute process in consistent manner because instead of relying on people to remember to do the right thing the documented process can be given to the business usersMake better decisions because guesswork is eliminated as business users can have the documented business rules in front of themHandle exceptions faster and in a better wayComplete regulatory compliance by ensuring that the documented processes follow the company guidelines and legal regulationsPut business people in chargeSupport compliance initiatives such as Six Sigma, ISO 9000, ISO and other legal compliances
9 Benefits of Business Process Modeling: Improve Operational Efficiencieshelps managers with further improvementsIt increases productivity of existing resources and staff and so allows the team to do more with lessIt facilitates training of new users and encourages exchange of process improvement ideasIt encourages a mind-set of continually optimizing business critical processes to incrementally improve operational efficiencies
10 Benefits of Business Process Modeling: Gain Competitive AdvantageStudies of many successful companies has often shown that their success was not due to better ideas or better business models but because they invested significantly in business process modelling to constantly refine and improve their processesA slight improvement in one activity here and another one there leads to an overall better process and as that process is executed repeatedly in the day-to-day running of the business it makes an organization much more efficient and better than its competitorsA business that has aligned its operations to its strategy has control over its processes, is running efficiently and has well trained staff is indeed at the top of its game
12 REQUIREMENTS & SCOPE STUDY KEY RESULT AREAS (KRA)EXPECTATIONSCRITICAL SUCCESS FACTORSCRITICAL TO QUALITY PARAMETERSIMPACTED AREASPROBLEMS & REMEDIAL MEASURESEXCEPTION HANDLINGGOALSORGANIZATION, ROLES MAPPING
13 Business Analysis & Alignment DescriptionScopeReasons Why we are doing the processStakeholders (“ARMI”)Critical success factorsImpacted AreasKey Result Areas (What do you want from Process)QuantitativeQualitativeMatricesCritical to Quality (CTQ) – Strategic, Operational & SupportProblemsExceptionsRisks
14 Process Description SIPOC Flow charts Templates Screen shots Steps, Process activities from supplier to CustomerSwim LanesEntry CriteriaDeliverablePerformance MetricsControlsExceptionsFlow chartsTemplatesScreen shotsSystem Requirements
15 Operations Controls & Compliance Operational controlsVerification criteriaSystem or ManualService LevelISO 9000ISO 27001Change ManagementAny other
17 OPERATIONAL PROCESS DESCRIPTION 1.Explains all activities which happen starting from the OSF (online submission form) to the completion confirmation to the Category ManagerACTIVITY STEPSPERFORMANCE METRIC2. Explains all activities which happen starting from time the E-cat excel skeleton template is sent from Auburn to the time a test is sent from India via Cheetah Mail to the Auburn test group.
21 Other Sections in Process Model Training Inputs & FAQsJob DescriptionsChange Management Template
22 Process & Operator Reporting OCSI_wktracking_sheet1.4.1HOLIDAYSMetricesReport Name: OSF Requests On goingMM-DD-YYto1Daily Ind Qty Target40Report Week Dates:SERV. DISCONTINUITYAvg TimeTarget10.50Online Mktg_OCSI Report By:Rajeev SharmaWorking days5Request TypesJob RequestsTime in Hr:Minutes:SecJobs ProcessedJobs PendingInd. Quantity/SKUAVG.(Hr:Min:s)/Ind Qty/SKUsDaily TargetInd Qty/TargetImage Requests5617:19:005331250:08:19Promo Box Requests61:35:00140:06:47Copy Requests165:33:00350:09:31e-Catalog requests*97:20:00440:10:00Other Requests**1:00:00Totals:8832:47:00832190:08:59109.50%n.b*Quantity of equivalent Copy OSF is 13 per e-cat request for simple; complex e-cat preparation on Thursday took almost 5 hours 30 mintes**Total 60 minutes training was imparted on 1days; Thursday**Hence Quantity (SLA) achieved was lesser by 6 SKUs
25 Existing Business Processes of Telecom Operator Customer Disputes handlingData Storage – Online, Offline, Archived,Provisioning – BMDRestoration -- Master Data ChangesNew ShipmentCustomer VerificationCheque Payment ValidationsCustomer Administration – Waivers, Adjustments etc.Payments updations by cashCredit MonitoringBilling cycle processingLegal and Police requirementsCustomer Acquisition and ActivationChurn Management – Refund, De-activation, RetentionCDR CollectionSecurity and Access of Billing SystemBilling – Backup & ArchivalRoaming ProcessCustomer Profile changesFinancial Processes G/L, Ageing etcTariff definition and changesIntegration of epos, Customer Web Application, IVR, SMSMobile number and SIM managementRevenue Assurance Process
26 Existing Business Processes of Financial Services provider Payment Transaction processService provider acquisition processComplaint Transaction processService provider Management processCourier Pickup processBank cash & cheque deposit ProcessReceipt printing processSettlement processBatch upload processAgent management processCourier transaction processSecurity and Disaster Recovery processCourier & reconciliation processData SecurityBank deposit and reconciliation processOperator control processRetailer ledger maintenance processSystems Administration Process
27 Existing Business Processes of Manufacturing industry Sales Order Management:Planning and Scheduling, Inventory Management:Accounts receivables processingFinished goods inventoryOrder fulfilment supportmanagement supportMaster Data Management:Raw material planning supportOrder to Cash managementMIS and reportingCustomer, Materials, PriceWarranty and Spare Parts ManagementWarranty activationWarranty claim managementSpare parts order processing
33 Working Towards Re-Engineering Microsoft Engineering ExcellenceWorking Towards Re-EngineeringRe-Engineered Bus ProcessModeled Business ProcessProjects Worked OnExisting ProcessNEW INPUTS, FEEDBACK,OPTIMIZATION, COMPLIANCEETC.Time SpentMicrosoft Confidential
34 SOME SUCCESS STORIESBusiness Processes Modelling of a Telecom Service Provider across customer care, Billing, and Credit Control Functions.Business Process & System Specifications for new offering for a Financial Services providerBusiness Process Modelling & Transition for a large Technology Reseller’s Back office outsourcing operations to a BPOBusiness processes & systems for e-Governance applicationBilling and customer care and CRM systems implementation for a TELECOM Operator.Smart Card based Business process & systems implementation for driving license and vehicle registration across 5 states in country.TL9000 AND ISO based Process AUDIT For Telecom OperatorFunctional and non functional Processes testing for a bill collection network
35 Why choose us? Provide increased value to clients Our CONSULTANTs are driven by their personal desire to overcome their clients’ challenges.Our CONSULTANTs expect to be evaluated on, and held accountable for, the impact and results of their work.Our CONSULTANT can be less costly to engage than a full-time employee and more focused than in-house people can be, without diverting in-house staff from their main responsibilities.We will only accept engagements that bring value to the client; and will not take on projects that compromise the client's best interests.
36 Some more reasons why clients choose us Our CONSULTANTs are able to see the whole business and understand the cross-functional and stakeholder implications of challenges and solutions. We strive to address the root issues of a problem, not just the symptoms.Our CONSULTANTs may have specific areas of deep expertise, but they are also required to demonstrate and maintain competence across a broad set of functional disciplines.
37 Customer Testimonials “Anil has done a Good job of preparing the Disaster Recovery document & also helped the IT team with some teething problems. He has good knowledge in Security areas and works in an organized fashion. We have achieved Very Good Business Value on the cost benefit analysis of the value that was created when the project was approved and funded” – Rahul Munjal, CEO, Easy Bill Pvt. Ltd., New Delhi (a Hero group company)“We trade with Switzerland and other countries worldwide where quality is important. Anil provided us excellent consultancy for the web site and today it is indeed an international class web site. We have achieved Excellent Business Value on the cost benefit analysis of the value that was created when the project was approved and funded”-Ashok Sawhney, CEO worldwide, Swiss Military products“Anil was a Project Management Adviser at Global logic Inc.’s India development centre an off-shore outsourced Project by Kivera, our US client, involving match and merge operations and quality assurance activities for the mobile location based services with data from 2 data bases. This was a project with stringent time and quality constraints, which was being executed with around 45 people and 2 Project managers. Anil provided the following deliverables for the project:Due diligence of Project management and QA activities, setting up processes & templates for improvement, progress reporting to ensure timely completion of project & Client Interaction on Important matters. I am happy to inform that we received Very Good Business value Based on the cost/benefit analysis on the value proposition that was created when the project was approved and funded”-Sanjay Singh, President, Global Logic, USA“I want you to know that Zones appreciates all your effort in the past during your tenure. You will leave behind the legacy of process delivery methodology that we will carry forward to all the processes that are transferred to our India Office. You have many years of experience in the IT process reengineering and I am sure you will be able to offer invaluable service to any Enterprise corporation in India or elsewhere” –Anwar Jiwani, Sr. VP & CIO, Zones Inc., USA“Anil was employed as VP (Technology) at our HO at Delhi and had a team of Technology professionals working with him and the Team has contributed effectively towards Rosmerta’s projects and growth. Anil has an eye for Quality and is very process oriented. He also worked in our ISO certification process as Management Representative. The support of Technology Team under Anil contributed significantly to Rosmerta being able to enter new business area for issuance of smart card based Property Registration documents and also to win a new contract for a state wide issuance of smart cards for transport sector”- Satjit Singh Dhillon, Managing Director, Rosmerta Technologiesv
38 Refer to us for your Business process Modeling Microsoft Engineering ExcellenceRefer to us for your Business process ModelingHeads of IT, Technology and Outsourcing function inTelecom, VAS, ITES/BPO, Financial services, e-GovB2B, B2C, e-BusinessesFailed Projects to turn aroundBusiness transformationProcess ExcellenceMicrosoft Confidential