bpi-nesma darwish
TRANSCRIPT
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Business Process
ImprovementXerox customer survice case study
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Agenda
What does Xerox do ?
Problem definition
Xerox Departments
Process Inventory
Prioritization of the processes
Establishing the Foundation
The 8 sections
Process Map
Solution and Results
Summery
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What does Xerox do ?
document technology and services
Printers
multifunction devices
production publishing systems
managed print services and related software.
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What does Xerox do? Cont.
We continue to build on this heritage of innovation today. Andnow, through our acquisition of Affiliated Computer Services (ACS),
were also a leader in business process and IT outsourcing
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Agenda
What does Xerox do ?
Problem definition
Xerox Departments
Process Inventory
Prioritization of the processes
Establishing the Foundation
The 8 sections
Process Map
Solution and Results
Summery
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Problem definition
Over 10,000 items of printed, e-mail, faxed and hand written customercorrespondence received per day
The processes for reading, responding to, and filing this were whollymanual
Resulted in poor quality customer service which in turn impacted oncustomer satisfaction and retention
Extremely costly in terms of both human resource and office space.
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Agenda
What does Xerox do ?
Problem definition
Xerox Departments
Process Inventory
Prioritization of the processes
Establishing the Foundation
The 8 sections
Process Map
Solution and Results
Summery
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Xerox Departments
Customer Service
Engineering
Research and Development
Information Technology
Marketing
Sales
Global services
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Xerox Departments
Customer Service Engineering
Research and Development
Information Technology
Marketing
Sales
Global services
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Your Logo
Agenda
What does Xerox do ?
Problem definition
Xerox Departments
Process Inventory Prioritization of the processes
Establishing the Foundation
The 8 sections
Process Map
Solution and Results
Summery
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Process Inventory
Client relationship management:
Calling for Information
Calling for new offers
Order/ Change order:
Ordering products
Changing orders
Issue resolution:
Owner: team leader
Receiving complains
Receiving Questions
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Process Inventory cont.
Prioritization:Impact
Implementation
Current State
Value
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Process Inventory cont.
Prioritization:Impact
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Number affected Client level
Client relationshipmanagement
2 2
Order/ Change order 2 2
Issue resolution 2 2
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Process Inventory cont.
Prioritization:Implementation
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Time to market Funding Time of next cycle
Clientrelationshipmanagement
3 3 2
Order/ Changeorder
2 3 2
Issue resolution 2 3 2
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Process Inventory cont.
Prioritization:Current state
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Client Satisfaction Pain level Process Exists ?
Clientrelationshipmanagement
1 1 0
Order/ Changeorder
1 2 0
Issue resolution 3 3 0
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Process Inventory cont.
Prioritization:Value
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Benefit / Return TOTAL
Client relationshipmanagement
2 16
Order/ Change order 3 17
Issue resolution 320
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Your Logo
Agenda
What does Xerox do ?
Problem definition
Xerox Departments
Process Inventory
Prioritization of the processes
Establishing the Foundation
The 8 sections
Process Map
Solution and Results
Summery
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Establishing the Foundation
Process name
Process Owner
Description
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Establishing the Foundation
Scope:
Start
End
Process Responsibilities
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Establishing the Foundation
Client
Client Needs
Stakeholders
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Establishing the Foundation
Measurements of success
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Agenda
What does Xerox do ?
Problem definition
Xerox Departments
Process Inventory
Prioritization of the processes
Establishing the Foundation
The 8 sections
Process Map
Solution and Results
Summery
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Process Map
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Agenda
What does Xerox do ?
Problem definition
Xerox Departments
Process Inventory
Prioritization of the processes
Establishing the Foundation
The 8 sections
Process Map
Solution and Results
Summery
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The Solution Fully automated e-mailroom, efficiently processing and cataloguing allinbound insurance and retail banking correspondence
Full enterprise content management service automating downstreamcustomer communication distribution and processing.
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The Results Faster and more responsive customer service including same dayturnaround of insurance claim settlements versus previous 7-day resolutiontime
No mislaying of key customer documents
Operational cost savings through reduction in calls to service desk and lessemployees handling correspondence
Significant reduction in volumes of paper being used.
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Your Logo
Agenda
What does Xerox do ?
Problem definition
Xerox Departments
Process Inventory
Prioritization of the processes
Establishing the Foundation
The 8 sections
Process Map
Solution and Results
Summery
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Any Questions?!
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THANK
YOU