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Welcome to TESS Overseas

Welcome to TESS Overseas. BUSINESS PROCESSES MODELING CASE STUDY On-Line Catalog Updation. Vishal Sharma. Objective .

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Welcome to TESS Overseas

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  1. Welcome to TESS Overseas

  2. BUSINESS PROCESSES MODELING CASE STUDY On-Line Catalog Updation Vishal Sharma

  3. Objective • Marketing 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 functions • This 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 Emails: Create and populate e-catalog emails using provided templates while maintaining the email templates consistent look, feel and message • Reporting status by emails to Cat Managers, online marketing specialist and manager and Merchandising function • Preparing reports and metrics and confirm to SLA as desired from time to time by Corp. Process owner

  4. Problems faced by users

  5. Unanswered Questions: • Functional :What is going to be done • Strategic : Why is the process required • Business & operational Risks – how are they being covered • Behavioural : When & How • Organizational : where it will be done • who is going to do it • Informational : Its structure and the relationships among them • Problems: How does the process solve existing problems including functional • Other issues like Training new users

  6. Modeling : New Environment

  7. Benefits of Business Process Modeling: • Align Operations with Business Strategy • Link organizational strategy to well-defined business processes • Align business execution and operation activity with strategy • Business Process Improvements • Enable Process ownership

  8. Benefits of Business Process Modeling: • Increase Control and Consistency • Formalize 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 users • Make better decisions because guesswork is eliminated as business users can have the documented business rules in front of them • Handle exceptions faster and in a better way • Complete regulatory compliance by ensuring that the documented processes follow the company guidelines and legal regulations • Put business people in charge • Support compliance initiatives such as Six Sigma, ISO 9000, ISO 27001 and other legal compliances

  9. Benefits of Business Process Modeling: • Improve Operational Efficiencies • helps managers with further improvements • It increases productivity of existing resources and staff and so allows the team to do more with less • It facilitates training of new users and encourages exchange of process improvement ideas • It encourages a mind-set of continually optimizing business critical processes to incrementally improve operational efficiencies

  10. Benefits of Business Process Modeling: • Gain Competitive Advantage • Studies 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 processes • A 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 competitors • A 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

  11. Methodology &Deliverables

  12. REQUIREMENTS & SCOPE STUDY • SCOPE • KEY RESULT AREAS (KRA) • EXPECTATIONS • CRITICAL SUCCESS FACTORS • CRITICAL TO QUALITY PARAMETERS • IMPACTED AREAS • PROBLEMS & REMEDIAL MEASURES • EXCEPTION HANDLING • GOALS • ORGANIZATION, ROLES MAPPING

  13. Business Analysis & Alignment • Description • Scope • Reasons Why we are doing the process • Stakeholders (“ARMI”) • Critical success factors • Impacted Areas • Key Result Areas (What do you want from Process) • Quantitative • Qualitative • Matrices • Critical to Quality (CTQ) – Strategic, Operational & Support • Problems • Exceptions • Risks

  14. Process Description • SIPOC • Steps, Process activities from supplier to Customer • Swim Lanes • Entry Criteria • Deliverable • Performance Metrics • Controls • Exceptions • Flow charts • Templates • Screen shots • System Requirements

  15. Operations Controls & Compliance • Operational controls • Verification criteria • System or Manual • Service Level • ISO 9000 • ISO 27001 • Change Management • Any other

  16. SAMPLE TEMPLATE 1.0

  17. OPERATIONAL PROCESS DESCRIPTION 1.Explains all activities which happen starting from the OSF (online submission form) to the completion confirmation email to the Category Manager • ACTIVITY STEPS • PERFORMANCE METRIC 2. Explains all activities which happen starting from time the E-cat excel skeleton template is sent from Auburn to the time a test email is sent from India via Cheetah Mail to the Auburn test group. • ACTIVITY STEPS • PERFORMANCE METRIC

  18. FLOW CHART • VISIO FLOW CHART • MULTIPLE SWIM LANES FOR USER, UPDATES, REVIEW & TRACKING, UPDATES, CATALOG UPDATES ETC., SHOWING ACTIVITIES, TASKS, EVENTS, SYSTEM

  19. II Flow Chart FLOWCHART

  20. Typical Formats & Templates in use

  21. Other Sections in Process Model • Training Inputs & FAQs • Job Descriptions • Change Management Template

  22. Process & Operator Reporting

  23. Performance Analysis

  24. Some other Examples

  25. Existing Business Processes of Telecom Operator

  26. Existing Business Processes of Financial Services provider

  27. Existing Business Processes of Manufacturing industry

  28. SAMPLE TEMPLATE 2.0

  29. SAMPLE TEMPLATE 3.0

  30. SAMPLE TEMPLATE 4.0

  31. SAMPLE TEMPLATE 5.0

  32. Re-Engineering Business Processes

  33. Working Towards Re-Engineering Re-Engineered Bus Process Modeled Business Process Projects Worked On Existing Process NEW INPUTS, FEEDBACK, OPTIMIZATION, COMPLIANCE ETC. Time Spent

  34. SOME SUCCESS STORIES • Business 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 provider • Business Process Modelling & Transition for a large Technology Reseller’s Back office outsourcing operations to a BPO • Business processes & systems for e-Governance application • Billing 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 27001 based Process AUDIT For Telecom Operator • Functional 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

  38. Refer to us for your Business process Modeling • Heads of IT, Technology and Outsourcing function in • Telecom, VAS, ITES/BPO, Financial services, e-Gov • B2B, B2C, e-Businesses • Failed Projects to turn around • Business transformation • Process Excellence

  39. Any Questions? Contact Us: Vishal Sharma : +91 95350 00579 : vishal@tessoverseas.com

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