portugal telecom bpm presentation may 2015
TRANSCRIPT
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The PNMsoft Portugal Telecom Case Study
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Welcome and Introductions
Who Are We?
19 years’ experience in workflow & BPM UK headquarters, offices and business partners worldwideGlobal customers, millions of users Sequence, a leading iBPMS & Workflow Product– Bloor – BPMS Champions – IDC – BPMS Major player–Gartner iBPMS Vendor–Gartner BPM “Cool Vendor” –Microsoft Premier BPM Partner
Partnership approach & commitment to your project success
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What makes us different
PNMsoft provides a unique technology called HotChange® that powers our intelligent BPM software.
HotChange® enables organizations to meet the challenge of continual change.
We have also developed Evolutionary BPM, an agile methodology for completing projects in iterative cycles of improvement, which has proven to be highly successful over time in a range of industries and geographies.
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Este documento é propriedade intelectual da PT Portugal e fica proibida a sua utilização ou propagação sem expressa autorização escrita
SHOP Box
14.05.2015
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AGENDA
Goal Converting problems into
smiles
What is SHOP Box Concept and examples
A Brief History What have we achieved First results What is still ahead
What are the major pain points
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WHO AM I?
Excellence Unit for PT’s retail activities
Non-technical background
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GOAL – CONVERT PROBLEMS INTO SMILES
In this presentation we will discuss one of the projects that will help PT to achieve this
goal
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Goal Converting problems into
smiles
What is SHOP Box Concept and examples
A Brief History What have we achieved First results What is still ahead
What are the major pain points
AGENDA
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WHO IS PORTUGAL TELECOM / MEO ?
Fixed lines
Internet Access
Mobile solutions
Convergent Telco
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HOW THE MERGE HAPPENED IN THE STORES?
Information Systems
Processes
Information Systems
Processes
Information Systems
Processes
The easiest way: adding
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AND WHAT WAS THE RESULT?
More than 30 different
applications
More than 400 different
processes
Since the merge there are several efforts in MEO to
simplify and converge our internal processes and
our information systems
However, on the point of sale we needed a specific tool
to help the staff members. We created SHOP Box
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AGENDA
Goal Converting problems into
smiles
What is SHOP Box Concept and examples
A Brief History What have we achieved First results What is still ahead
What are the major pain points
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WHAT IS SHOP BOX?
Concept: Framework to help the shop staff members to attend MEO’s customer
How: Through a BPM engine that interacts with legacy systems and that decide what to do at each step
Web Services
Automate manual &
repetitive tasks in the front-end
Framework with business
and client data
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EXAMPLES
Customer Information
Voice of the client
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EXAMPLES
Legacy System on the right screen and with customer context
Instruction to the staff member
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WHY PNMSOFT?
Compatibility with Portugal Telecom architecture (based on SharePoint)
Compatibility with CCA from Microsoft
Usability of the BPM engine for a non technical user
Ability to see and measure what each person do on each step.
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HOW IT WAS TECHNICALLY IMPLEMENTED
SH
OP
Box
PT
Leg
acy
Syste
ms
…
…
ENTERPRISE
SERVICEBUS
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HOW WE IMPLEMENT WORKFLOWS
Technical team develop artifacts. Each artifact does a unitary action on a legacy
system
Non-technical team develops workflows. Each workflow uses the artifacts
delivered by the technical team. Each workflow represents a different business
case
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AGENDA
Goal Converting problems into
smiles
What is SHOP Box Concept and examples
A Brief History What have we achieved First results What is still ahead
What are the major pain points
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NUMBER OF CUSTOMERS LOOKED AFTER THROUGH SHOP BOX
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
249
1,167 1,1021,235 1,271
9001,097 1,166
1,553 1,637
2,204
2,751
3,520
2,058
2,639
3,540
4,009
3,612
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RESULT: REDUCTION OF THE AVERAGE TIME LOOKING AFTER CUSTOMERS
12 13 14 15 16 17 18 19
-1.39 min
0.01 min
-0.55 min
-0.94 min
-0.61 min
0.2 min0.09 min
-0.45 min
Note: This analysis was made considering the shops that have SHOP Box and comparing the customers that were looked after with SHOP Box versus the customers that were looked after without SHOP Box
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HOWEVER THERE IS STILL A LONG WAY TO GO
1)The workflows will be further optimized to reduce the time to look after customers
2)They will be also further optimized to enlarge the front office resolution
3)SHOP Box is so far on 20 of our 275 MEO Shops
4)We continually improving the solution to minimize errors
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
9% 9% 9% 9%8%
9% 9%
11% 10%11%
13%14%
12%
18%17%
10%
12% 12%
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PLANS FOR THE FUTURE
Reduce the amount of errors
Expand SHOP Box to all Shops until the end of 2015
Implement this concept on other areas in PT (call center, back-offices, etc.)
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Executado por:
Gonçalo [email protected]
Este documento é propriedade intelectual da PT Portugal e fica proibida a sua utilização ou propagação sem expressa autorização escrita