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Establishment of a central process governance organization combined with operational process improvements : Insights from a BPM Project at a leading telecommunications operator in the Middle East

  • Because of customer churn, strong competition, and operational inefficiencies, the telecommunications operator ME Telco (fictitious name due to confidentiality) launched a strategic transformation program that included a Business Process Management (BPM) project. Major problems were silo-oriented process management and missing cross-functional transparency. Process improvements were not consistently planned and aligned with corporate targets. Measurable inefficiencies were observed on an operational level, e.g., high lead times and reassignment rates of the incident management process.

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Author:Christian Czarnecki
Parent Title (English):Business process management cases : digital innovation and business transformation in practice
Place of publication:Cham
Editor:Jan vom Brocke, Jan Mendling
Document Type:Part of a Book
Year of Completion:2018
Date of the Publication (Server):2022/12/21
First Page:57
Last Page:76
Als Präsenzexemplar unter der Signatur 20 PZR 469-1 vorhanden.
Institutes:FH Aachen / Fachbereich Elektrotechnik und Informationstechnik
collections:Verlag / Springer