Case Studies

SFPUC. The baby boomer retirement is putting companies’ productivity and readiness to the test. How quickly and efficiently they rearrange their operations to the generational swap, will set the competitive edge of companies in the next years. Creativity and determination are crucial to overcome the challenge. The San Francisco Public Utilities Commission (SFPUC) implemented a business process management and workflow solution to drive change efforts across its organizations. The SFPUC deployed innovative ways to capture the baby boomers knowledge and transmit it to the new generation; without missing a step in service efficiency and quality, the SFPUC prepared itself for major challenges such as environmental preservation.

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Telco. Building Telecom Process Frameworks in Support of Major Technology Transition. The current industry standard for telecom process frameworks, eTOM, has been a valuable resource, but the increasing diversity and complexity of today’s business requires something more. Looking to optimize efficiency and deliver stronger value to shareholders, and driven by a major technology transition, a multinational telecom (Telco) firm has been pursuing external expertise to improve and consolidate their core business processes from a customer-oriented perspective.

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EFFORTS (Effective Operation in Ports) is an initiative funded by the European Commission that seeks to streamline the movement of ships, transportation trucks, and other clients to European ports for the overall reduction in wait times due to unnecessary traffic. Their method of choice is Business Process Management (BPM), a methodology of analyzing port activities that helps them be broken down and understood. The task of port process modeling is made manageable with the help of the Enterprise Process Center® (EPC).

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GCC turns to Interfacing to launch a process documentation program and move towards a Service Oriented Architecture (SOA) and be able to maximize the flexibility of their IT structure and allow their business to remain competitive.

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Stuart Wright needed a solution to cope with the continuous switch on human resources and help it to preserve work methods and knowledge. Stuart Wright turned to Interfacing Enterprise Process Center to develop a BPM solution which will reduce management investment in training in terms of time and budget; thus, translate it into savings in time and costs.

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Equifax uses information and enabling technologies to provide customers with a variety of data and analytic solutions. Storage, access, security and maintenance of this information are managed by a sophisticated technical infrastructure. To provide performance levels that meet customer expectations as well as specific customer service agreements, Equifax leverages industry best practice frameworks to design, develop, deploy, monitor and measure IT Service Management processes. In order to assure this service delivery, Equifax embarked on an ITIL compliance initiative with the help of the EPC.

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CCC turns to Interfacing to develop a new, agile and innovative Ad Sales process in order to allow customers to upload audio advertisements on the internet for broadcast on radio stations.

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America Online, Inc. This case study shows how America Online, Inc., the world leader content provider for the Internet, employed business process management (BPM) principles to justify an electronic funds transfer (EFT) project initiative for handling employee expenses and vendor invoices.

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Unisys Global Infrastructure Services (GIS) unit provides the value-added services needed by organizations to design, integrate, and manage their distributed IT infrastructures including desktop environments, servers, networks and mobile/wireless systems. One of GIS' key divisions is Infrastructure Managed Services (IMS), which drives services-based solutions that enable Unisys clients' infrastructure to be managed and continuously improved for business value and cost management. Using Interfacing’s Charter (a Microsoft® Visio® add-on) and Designer (a process simulation software) to create complete models of its operations, IMS began the task of mapping its processes and laying the groundwork for its methodology.

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Bombardier Aerospace. Program & Customer Support Bombardier Aerospace has been experiencing, and continues to anticipate, a sharp increase in sales, leading to a significant increase in the workload of its Customer Support organization. At the same time, management is actively seeking business opportunities to expand the range of value-added services delivered to the clientele. Bombardier turned to Interfacing to implement a business process management (BPM) solution.

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Exelon Corporation is one of the leading providers of energy services in the United States. After Peco and Unicom merged to create Exelon Cor., it faced the challenge of mapping and modeling approximately 150 processes in less than four months. The resulting streamlined models represented the future business processes, which would serve as company standards within the newly formed Exelon Power Team. Interfacing offer Exelon the business process management expertise need to successfully complete this business initiative.

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White Paper

Business Process (Quiet) Revolution; Transformation to a Process Organization The competitive global market climate of the new millennium has raised awareness of business processes as the most important management paradigm. The idea of the process organization is gaining strong momentum; the process ‘option’ is now becoming a mandatory requirement. The integration of the Process Framework into the management structure introduces clear focus on consistent and collaborative ways to achieve results that directly impact the bottom line; hence, delighted customers and stakeholders.

Cimosa. White paper on FirstSTEP Process Modeler.

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