John Krogstie, Merethe Heggset, Harald Wesenberg Situation faced: The petroleum industry is characterized by increased focus on safety and compliance with regulations, in addition to efficient operations. Earlier quality systems were represented in large binders of textual documents, which made important governing documentation difficult to access and unusable for operational personnel who wished to gain […]
Chapter: Process implementation
The case of “3” – Collaborative BPM for business transformations in telecommunications
Dr. Thomas Karle, Kurt Teichenthaler Many business changes in the telecommunications sector are initiated by mergers and acquisitions, and the fast pace of this sector requires that businesses adjust or extend business processes in a minimum of time. “3,” the mobile communication brand of CK Hutchison Holdings, whose headquarters are in Hong Kong, is a […]
BPM Adoption and Business Transformation at Snaga, a Public Company: Critical Success Factors for Five Stages of BPM
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 […]
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 […]
Managing Environmental Protection processes via BPM at Deutsche Bahn
Ingo Rau, Iris Rabener, Jürgen Neumann, Svetlana Bloching Situation faced: The law demands environmental compensation for interventions in nature and landscapes through the Federal Nature Conservation Act. Deutsche Bahn, one of the largest construction facilitators in Germany, encounters several hundred new such compensation obligations per year. Deutsche Bahn plans and develops compensation measures that usually […]
Process Management in Construction. The Expansion of the Bolzano Hospital
Elisa Marengo, Patrick Dallasega, Marco Montali, Werner Nutt, Michael Reifer. Situation faced: Frener and Reifer (F&R) is a leader in engineering, fabricating, and installing facades with non-standard designs. The company was looking for comprehensive, domain-specific approaches to improve the company’s control over facade processes, from design to execution and monitoring. What makes process management particularly […]
Leading 20,000+ employees by a process-oriented management system – Insights into process management at Lufthansa Technik Group
Mirko Kloppenburg, Janina Kettenbohrer, Daniel Beimborn, Michael Bögle Situation faced: Structured documentation of an aviation company’s processes is a prerequisite to gaining an authority’s approval for aircraft maintenance, repair, and overhaul. Processes had been documented in a continuously growing number of PDF-based text documents, but the growing complexity of processes meant that this approach to process […]
Supporting process implementation with the help of tangible process models
Susanne Menges, Thomas Russack Situation faced: Companies invest considerable resources in the elaborate design of computer-based process models. Because of these models’ inherent complexity, they are not necessarily suitable for communicating with and training the employees who are supposed to apply them, but their understanding the processes is essential for efficient and effective work. Hence, […]
Kiss the documents! Or how the City of Ghent digitalizes its service processes.
Amy Van Looy & Sabine Rotthier Situation faced: The case focuses on the digitization of service processes in the City of Ghent. Front-office e-services are integrated into the corporate website and into the back office thanks to digitization of the internal way of working in value chains. Before 2014, the City’s digital services were limited […]
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 […]