Business Cases

Case #1

Automating Business Processes

Situation

Deploying a new software technology to automate business processes and provide management teams better visibility to customer and business information

Background

Too many manual processes or functional software systems creating additional work for support systems and there is a desire to automate the process to streamline and provide better visibility

Benefits

  • Process first approach ensures that the business maximizes their efficiency and takes full advantage of the new software system
  • Automating a cumbersome process just makes the process automated – not streamlined
  • New software deployment can create momentum to change process from “the way we have always done it” to a more standard best practice approach.

Case #2

Need Scalable Processes to Support Growth

Situation

Need to redesign business processes or automate them to require less resources or effort to execute

Background

When a business starts thoughts are about “getting it done” vs creating a standardized process.  Over time processes develop that are labor intensive and require significant human intervention or tribal knowledge.

Benefits

  • The workshop itself provides the team with a common forum to document who is doing what with what supplied information as well as providing a forum to voice what is tedious or not working well
  • A facilitated, systematic approach to documenting existing processes provides a collaborative way to standardize and streamline processes
  • CCS experts can also provide objective best practice observations when finalizing the new processes

Case #3

Need to Streamline Existing Processes

Situation

Need to redesign business processes or automate them to require less resources or effort to execute

Background

Over the years, process modify to accommodate small changes in business.  Small modification upon modification has created complex and unwieldly business processes that require a significant resources to execute

Benefits

  • The workshop participants document what actually happens in the process to gain a clear visual representation which helps to identify bottlenecks in current state
  • A facilitated, systematic approach to documenting existing processes provides a collaborative way to standardize and streamline processes
  • CCS subject matter experts work alongside the workshop team to propose changes to incorporate industry best practices

Case #4

Strategic Intent to Improve Customer Experience

Situation

Need to redesign business processes or automate them to provide better information flow between departments or functional area to enhance the customer experience overall

Background

Customer feedback collected indicates that Customer Experience (CX) is not what the business wants or there is a strategic initiative to differentiate through outstanding CX.  Current state has processes that are disconnected or very functionally centric which can make the business hard to work with from a customer perspective

Why Process Optimization?

  • The workshop itself provides the team with a common forum to document who is doing what with what supplied information as well as providing a forum to voice what is tedious or not working well
  • Process documentation can be layered with customer feedback to better understand what the customer truly sees and provide prioritized areas of optimization in the process
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