1. 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

2. Introduction

3. Case Study – Transformation of Warranty Claims Audit Process

4. 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

5. 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

6. Back to the Drawing Board
Talent
Process
Innovation
Methodology
Complexity
Constraints

7. 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

8. 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

9. 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

10. QUESTIONS & DISCUSSION