A Systems Approach to Analytics c Process Business Clients Enhance Automation Optimize Streamline Empower Enhance Collaborate Transform c A Systems Approach to Presented by: Zakir Ahamed Manager Business Process Management

Introduction

Case Study – Transformation of Warranty Claims Audit Process

Outstanding Great Good What does it take to transform a business process from mediocre to outstanding? Without significant investment Developing innovative solutions that create long term transformations Creating collaborative teams that actively problem solve to find solutions Consistently delivering project results that exceed stakeholder expectations

Warranty Audit - Baseline Process Category Description FTE 12 Team Structure Outsourced to an off-shore team Escalations Many escalations from internal & external stakeholders 1-2 FTE devoted to resolving issues KPI’s Primarily measuring process output based on claims completed by the team Process Description Information pertaining to warranty claims are verified for accuracy before making payments Concerns Significant invoicing inconsistencies Multiple escalations from internal and external stakeholders Sub-optimal process

Back to the Drawing Board Talent Process Innovation Methodology Complexity Constraints

Looking in the Mirror Parameter Consideration Process What can we simplify and streamline to make things better? Innovation Is there some technology we can utilize to create better synergies between processes? Complexity Why is our information flow so complex? Talent Do we have the Right people doing the Right things Right? Constraints Time, Cost, Quality Methodology Lean, Six Sigma, Agile & Waterfall project management The key was to look at each of these factors independently as well as understand their inter-relationships in the current process We developed a Systems Approach for transforming a business process

Warranty Audit Process Before/After Category Before After FTE 12 1 Team Structure Outsourced & Offshore In-house team Escalations Many and complex Few & resolved promptly KPI’s Primarily process output based KPI’s based on business results that customers care about Process Description A team that manually assesses claims A tool that performs the warranty audit in less than one hour Impact on Business Many unresolved issues and high dollar impact Significant savings generated across multiple areas of the business The Warranty Audit Project Team received the Best Buy Corporate Founder’s Award in 2012

The Journey Continues…… 2014 BPM Team Formed Over 100+ BT projects Enterprise level transformations 2013 Business Process Automation Continuous Improvement Projects 2012 Few BT projects

QUESTIONS & DISCUSSION