Andrej Kovačič, Gregor Hauc, Brina Buh, Mojca Indihar Štemberger Situation faced: Snaga is a Slovenian public company that provides a series of waste treatment services for 368,000 citizens of the Municipality of Ljubljana and ten other municipalities. In 2006, prior to adopting BPM and implementing a new information system, the company had obsolete and non-integrated […]
Contribute: Governance
Establishment of a Central Process Governance Organization combined with Operational Process Improvements: Insights from a BPM Project at a leading Telecommunications Operator in the Middle East
Christian Czarnecki Situation faced: Because of customer churn, strong competition, and operational inefficiencies, the telecommunications operator ME Telco (fictitious name due to confidentiality) launched a strategic transformation program that included a Business Process Management (BPM) project. Major problems were silo-oriented process management and missing cross-functional transparency. Process improvements were not consistently planned and aligned with […]
How to Move from Paper to Impact in Business Process Management: The Journey of SAP
Corinne Reisert, Sarah Zelt, Joerg Wacker Situation faced: In order to produce innovative solutions faster and more simply, SAP started in 2008 to transform its research and development processes. SAP moved away from complex and static project methods toward agile and simple processes, thereby significantly reducing the throughput time of the standard innovation cycle. Based […]
Developing and Implementing a Process-Performance Management System: Experiences from S-Y Systems Technologies Europe GmbH—A Global Automotive Supplier
Josef Blasini, Susanne Leist, Werner Merkl Situation faced: S-Y Systems Technologies Europe GmbH develops, manufactures, and distributes worldwide wire harnesses and associated components for automotive electronic distribution systems. Problems occurred with some automotive manufacturers’ ordering wire harnesses, who sent ordering files to the intermediate S-Y Systems to be converted, interpreted, enriched, and forwarded. Errors occurred […]
Enabling Flexibility of Business Processes Using Compliance Rules. The Case of Mobiliar
Thanh Tran Thi Kim, Erhard Weiss, Christoph Ruhsam, Christoph Czepa, Huy Tran, and Uwe Zdun Situation faced: Insurance case work can follow established procedures only to a certain degree, as the work depends upon experienced knowledge workers who decide the best solutions for their clients. To produce quality documents in such a knowledge-intensive environment, business […]
Comprehensive Business Process Management at Siemens: Implementing Business Process Excellence
Bartosz Woliński, Saimir Bala Situation faced: Siemens is a complex organization with offices worldwide. Through many years of development, it grew into a set of businesses, each with a substantial degree of autonomy, supported by central departments. This autonomy gives the departments the flexibility needed to achieve customer intimacy, which requires different process flows in […]