Customer Process Improvement

We streamline the way an organization operates – from a thorough AS-IS diagnosis to the design of a scalable, optimized TO-BE operating model. Our work is structured in stages: we begin with analysis and prioritization, and finish with a process ready for improvement implementation and prepared for automation. The outcome of this service is a stable, measurable process along with a change plan supported by KPIs and a business case.

What is the outcome?

Process map

AS-IS process map (BPMN) including variants, exceptions, and measurement points.

List of issues

List of losses (VA/NVA), bottlenecks, and rework, together with change priorities (impact/effort) and quick wins.

Value Stream Mapping

VSM (current and future state) + TO‑BE end‑to‑end process in BPMN 2.0 (implementation-ready).

Automation requirements

Automation requirements: data, decision rules (DMN), integrations, roles, and exception handling.

KPIs

Baseline + KPI/SLA targets (definitions, data sources, calculation methods) + dashboard and alerts.

Action plan

Action plan + business case/ROI (costs, dependencies, risks).

Sustainability plan

Sustainability plan: KPI dashboard, alerts, review cadence, and process ownership.

Optimize your business processes with clarity and controlManual work, fragmented tools, and inefficient workflows slow teams down. We help organizations streamline processes, automate repetitive tasks, and build scalable solutions that improve efficiency, reduce errors, and free people to focus on what really matters.

We are proud to collaborate with

Preparation for Value Stream Mapping

Scope of Work:

  • We map and prioritize the process (start/stop boundaries, variants, channels, roles).
  • We collect operational data: volumes, processing times, SLAs, errors, rework/rejections, and case samples.
  • We define KPIs and establish measurement methods (baseline / “source of truth”).
  • We conduct pre‑work: GEMBA walk and preparation for the VSM workshop (participants, data sources, hypotheses).
  • We perform an initial automation readiness assessment (data quality, exceptions, integrations, risks).

Deliverables:

  • Clear scope and readiness for the VSM workshop
  • Priorities based on business impact
  • KPI baseline
  • A list of problem areas to be verified on the process map

Current‑state and future‑state Value Stream Mapping

Scope of Work:

  • We map the VSM: the end‑to‑end flow (steps, times, hand‑offs, systems, channels).
  • We collect metrics: flow time vs work time, queues/WIP, control points, errors.
  • We calculate losses: VA/NVA, wastes, bottlenecks, rework, manual workarounds.
  • We identify root causes and quick wins: exceptions/rules, Pareto/5Why, fast improvements.
  • We design the TO‑BE vision: simplifications, elimination of NVA, fewer hand‑offs, stable flow.

Deliverables:

  • Current‑state (AS‑IS) view with figures (times, queues, errors), VA/NVA, systems, and key data.
  • List of losses, bottlenecks, and issues with priorities.
  • TO‑BE design + list of ideas for innovations, simplifications, and improvements.

Detailed Process Design + Quick Wins Implementation

Scope of Work:

  • We define quality gates and risk‑control checkpoints, as well as decision rules (automation vs. manual control).
  • We translate the TO‑BE end‑to‑end process into BPMN 2.0 (roles, exceptions, statuses).
  • We establish KPI targets and automation requirements (data, integrations, rules).
  • We specify the implementation scope: BPMN 2.0, data model, testing, integration scope + quick wins.
  • We develop a roadmap for process improvements and automation.

Deliverables:

  • Target‑state map + TO‑BE BPMN 2.0 process ready for implementation/automation.
  • List of changes (impact/effort) + completed Quick Wins + agreed KPI targets.
  • Process development roadmap.

Operating Model & ROI

Scope of Work:

  • We define roles, responsibilities, and decision‑making rules (“who decides what”) — including Owner, SME, BA, PO, and Architect.
  • We recommend an organizational structure for the process development model.
  • We prepare the ROI, KPI dashboard, and review cadence.

Deliverables:

  • Readiness for automation with an end‑to‑end plan and clearly assigned responsibilities.
  • Scaling model for the organization and a sustainable transformation framework.
  • Model for delivering changes on a regular and repeatable basis.