Business Process Redesign

Javeed Hussain

Mark TorpeyTrevor DentonSimon MorrisSohail Raza

Kahn

Agenda Company Overview Area of focus Methodology As is model To be model Results Conclusion

Company Background

Crimcom Indigenous software company Market-leading provider of financial

crime and compliance solutions to the global financial services industry

Customer support team based in Dublin The team provide Production Support to

over 50 Client installations in 4 Continents

Area of Focus Customer Support Department Main task is to resolve issues

with clients software Provide Production support

METHODOLOGY

Davenport & Short 1990

1

•Develop Business Vision and Process Objectives

2

•Identify Processes to be redefined

3

•Understand and measure existing processes

4

•Identify IT Levers

5

•Design and build a prototype of the processes

6

•Review Process

Problems No single means of communication

internally between Customers frustrated by time taken

to resolve issues No clearly defined process within

the department for resolving issues Operations done in an ad-hoc

manner.

As Is Model

Details of As Is Model

Target Create integrated system Improve Communications Provide on-demand reporting to

clients Create a single delivery

mechanism for patches and new releases

Reduce cycle time for issue resolution

To Be Model

Areas of Improvement

Cut some people out New Software system Less time

Results Time Worked out very well etc

Conclusions More efficient Cost Savings More satisfied customers