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Business Process Mapping & Redesign
Business process mapping involves defining the "as is"
(current state) and "to be" (future state) processes. Two types
of mapping are involved: end-to-end process mapping and customer contact
workflow mapping. End-to-end process mapping is used to identify and define the
customer contact, service, support, and fulfillment cycles as well as
opportunities for efficiency improvement. Customer contact flow mapping is used
to identify the steps in handling the basics of customer contact, including
detailed requirements for data access, navigation, workarounds, and handoffs.
Both levels of mapping are required to define enterprise integration and
failure points, data and systems accesses, automation and productivity
opportunities, desktop requirements, customer retention improvement, and sales
opportunities. Processes with multiple handling, incomplete handoffs, manual
intervention, and workarounds should be redesigned before developing
self-service applications.
Our Area of Expertise
Our expertise includes developing detailed end-to-end and customer contact
flow mapping. Our approach varies based on the specific application for which
the mapping will be used, that is, CRM, eBusiness
applications and integration, or consolidation.
Our methodology involves defining the "as is" and "to
be" processes. The "to be" process is used as the
focus to define efficiencies in the future state for both end-to-end and
customer contact process. Phased plans can be developed to address the process
redesign requirements.
We recommend a review of both the end-to-end and customer contact processes
prior to every self-service application effort. This approach ensures that
error-free self-service applications generate the highest level of customer
utilization and satisfaction with the greatest efficiencies and cost savings.
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