|
|  |
Vici consultants were involved in a major business process redesign and systems replacement project for the largest directory publisher in Ireland. The overall objectives of the programme were:
- To redesign the core processes to ensure they were customer centric and had an individual person responsible for each advertisement at all times.
- To support these new processes by replacing the existing disparate systems with a new suite of integrated applications holding a common datasource.
Vici consultants were involved the design, development and testing of three major processes:
1. Sales process:
A new process was designed to address the end-to-end sales requirement of the entire organisation, including market segmentation, sales representatives assignment as well as accommodating the individual sales process.
The workflow engine managed all aspects of the individual sale from initial contact with the prospect to graphic production, quality assurance, legal review, dispatching of proof and contract for customer approval through to billing and final production of the advertisement.
2. Customer care process:
New customer care processes were designed to take all after sales queries and automatically route them to the responsible departments using call centre technology. At all times, ownership within the organisation was maintained - (e.g. the graphic artist who initially designed a graphic would automatically be routed any workflows regarding that graphic).
3. Generic request process within the organisation:
The ownership concept was carried forward to the design of an internal process. At any point a member of the organisation could initiate a workflow request to another department. All items were tracked and timestamped with SLAs for completion and escalation paths where necessary.
At all points in this process, the workflow engine was tightly integrated with relevant transaction processing applications. During the process design phase Vici consultants were directly responsible for achieving sign-off of the new processes. From there the new processes were converted into functional and technical documents to be used by the technical build team. This documentation included full workflow design and integration points to the applications in the new suite of systems.
|
|
