process innovation redesigning an enterprise backbone system

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PROCESS INNOVATION: REDESIGNING AN ENTERPRISE BACKBONE SYSTEM

JOACHIM VAN DEN BERGHPROF DR STIJN VIAENE

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MEET BELGACOM MOBILE

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MOBILE BUSINESS: A TURBULENT ENVIRONMENT

Market Leader vs Challengers

Fast development of new technologies andplatforms

Price wars

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IT BUSINESS PURPOSES

Run the Business: This is an indicator of how much of the IT resource is consumed and focused on the continuing operation of the business. This covers largely maintenance, renewal, and capacity-related expenditure

Grow the Business: This is an indicator of how much of the IT resource is consumed and focused on developing and enhancing IT systems in support of business growth(typically organic growth). New projects are captured in this category.

Transform the Business: This is an indicator of how much of the IT resource is consumed and focused on implementing technology systems that support new business models, structurally reduce total cost of ownership and create sustained efficiencies.

Short

-term

Mid

-long

term

Source: Mr Scott Alcott, former Belgacom Executive VP Operations

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SIM CARD PURCHASING ORDER MANAGEMENT SYSTEM: AS IT WAS

IT-supported backbone process (core)

System breakdown risk

Lots of manual operations

Work-arounds and exceptions

Limited process capacity

Extensive lead-time

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“We were facing a serious risk of business continuity failure. At the time, the market was growing and customers were becoming more

demanding in terms of lead time. Frankly, I do not think we would have been able to cope much longer. We simply could not scale, let alone be

more flexible.” Supply Chain Manager

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SIM CARD PURCHASING ORDER MANAGEMENT SYSTEM: AS IT HAD TO BECOME

Stable and scalable IT-supported backbone process (core)

1. Integration of the involved departments and business partners

2. Reducing manual operations

3. Standardization

4. Decreasing total lead time

5. Increasing production process capacity

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IT-ENABLED PROCESS INNOVATION

Information Technology

ProcessInnovation

ProcessFlexibility and

Scalability

IT impact on process innovation (adapted from Davenport, 1993)

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CORE PROJECT PRINCIPLES

Making the solution flexible to allow for adaptation to future requirements and reuse of existing components using the principles of Service-Oriented Architecture (SOA), web services and object-oriented programming where possible.

Centralized approach to process governance and ownership, using a dashboard to act as a „process orchestrator‟.

Making the processes product independent, thus building a product factory, to allow flexibility in designing

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ORCHESTRATION

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SPOMS LEVEL 0 PROCESS

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ACCOMPLISHMENTS

Increased SIM card production capacity

Shorter lead time from purchase order creation until ready for delivery to the market

Shorter total lead time of marketing actions, from defining a new card layout until ready for delivery to the market

Reduction of workload in the Supply Chain Department

“The result is a truly versatile and solid new business process supported by tools that enable the front-line staff to

provide the efficiency and flexibility our markets require. This IT-enabled business process innovation is actually the result of a combination of end-to-end thinking, team work, results orientation and, last but not least, an architectural approach to support not just sustainability of a technical solution but also design freedom for product managers.”

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LESSONS LEARNED

Lesson 1: The Product Factory for Process Flexibility

Lesson 2: Combining Process Thinking (BPM) and Architecture (SOA) for IT-enabled Process Innovation

Lesson 3: Excellent Project Management

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ACKNOWLEDGEMENTS

We sincerely thank the following people for theirinput:

Johan Verbeeck

Pascal Masuit

John-David Hendrickx

Scott Alcott

Laurent Claus

Bert Van Genechten

THANK YOU!

JOACHIM VAN DEN BERGHPROF STIJN VIAENE

VLERICK BUSINESS SCHOOL; WWW.VLERICK.COM

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