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Software AG > 实例探究 > ARIS PPM Creates Process Transparency and Slashes Order Throughput Times

ARIS PPM Creates Process Transparency and Slashes Order Throughput Times

技术

分析与建模 - 过程分析
应用基础设施与中间件 - API 集成与管理

适用行业

电信

适用功能

销售与市场营销

用例

质量预测分析
过程控制与优化

服务

软件设计与工程服务
系统集成

挑战

Swisscom, the leading telecommunications provider in Switzerland, was facing challenges with its order process reporting. The company was unable to proactively monitor orders, and the analysis of existing data was either extremely difficult or impossible. This led to frequent, time-consuming internal queries, often triggered by customer inquiries. The lack of transparency and efficiency in the process led to high frustration levels both internally and externally, damaging the company's reputation and resulting in lower sales. Swisscom needed a solution that would allow for the monitoring of all processes with problem alerts, transparent and fast reporting, easy measurement and display of KPIs, direct access to process information for various departments, and comprehensive project documentation.

关于客户

Swisscom is the leading telecommunications provider in Switzerland, with 5 million cell phone customers, 5.3 million fixed lines, and 1.6 million broadband connections. In 2007, the company’s 19,844 full-time employees generated revenues of CHF 11.1 billion. Swisscom offers a full range of mobile, fixed-line, and IP-based voice and data communication products and services. In addition to its core telecommunications services, Swisscom also provides IT infrastructure outsourcing and communications infrastructure management services. However, the company was facing challenges with its order process reporting, which was affecting its reputation and sales.

解决方案

Swisscom evaluated eight different process monitoring solutions and chose ARIS Process Performance Manager (ARIS PPM), with ARIS Bridge as a generic adapter. The new system went live as planned on October 31, 2007. The ARIS PPM featured sophisticated process analysis functionality and a smart connection to the source system via the ARIS Bridge. During the project, Swisscom set up ProCore, a Web platform with standardized access for process management, design, performance, interface documentation, and project procedure activities. The process documentation was created with ARIS Business Architect and made available via Web export using ARIS Business Publisher. ARIS PPM was deployed to monitor order transactions, contracts, interface processes, and source system error reports. It extracts data from the source system relating to orders and contracts, including the complete provision of DSL access, from signing the contract at the point-of-sale through to billing.

运营影响

Quicker analysis times: Analysis used to take days, sometimes weeks.
Broader analysis spectrum: Users benefit from evaluations that were previously either extremely difficult or impossible to produce.
Use of analysis for process optimization: The insights gained can be leveraged to improve processes. Changes are instantly visible.

数量效益