Business Process Redesign
Javeed Hussain
Mark TorpeyTrevor DentonSimon MorrisSohail Raza
Kahn
Agenda Company Overview Area of focus Methodology As is model To be model Results Conclusion
Company Background
Crimcom Indigenous software company Market-leading provider of financial
crime and compliance solutions to the global financial services industry
Customer support team based in Dublin The team provide Production Support to
over 50 Client installations in 4 Continents
Area of Focus Customer Support Department Main task is to resolve issues
with clients software Provide Production support
METHODOLOGY
Davenport & Short 1990
1
•Develop Business Vision and Process Objectives
2
•Identify Processes to be redefined
3
•Understand and measure existing processes
4
•Identify IT Levers
5
•Design and build a prototype of the processes
6
•Review Process
Problems No single means of communication
internally between Customers frustrated by time taken
to resolve issues No clearly defined process within
the department for resolving issues Operations done in an ad-hoc
manner.
As Is Model
Details of As Is Model
Target Create integrated system Improve Communications Provide on-demand reporting to
clients Create a single delivery
mechanism for patches and new releases
Reduce cycle time for issue resolution
To Be Model
Areas of Improvement
Cut some people out New Software system Less time
Results Time Worked out very well etc
Conclusions More efficient Cost Savings More satisfied customers