Stijn Viaene, Joachim Van den Bergh Situation faced: Autogrill Belgium, part of the world’s largest provider of catering services to travellers, drifted into a worrisome position in 2006. The company had just gone through a merger, was experiencing financial difficulties, and appeared unable to respond adequately to a changing market context. Action taken: The case […]
Relate: Culture
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 […]
“Simply Modeling” – BPM from Everybody Recommendations from the Viral Adoption of BPM at 1&1
Florian Imgrund, Christian Janiesch, Christoph Rosenkranz Situation faced: 1&1 is a German Internet service provider that embraced business process management (BPM) in 2010 as a way to optimize its processes. The company expected BPM to increase corporate performance by realizing such customer-centric goals as high quality standards, reduced set-up times, shortened time-to-market cycles, and increased […]
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 […]
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 […]
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 […]