Business Process Management

BPM Solution – Case Studies

CASE STUDY 1 – Electronic Postal Service (EPS)

Implemented an Electronic Postal Service (EPS) process automation solution using BPM platform to automate the delivery of agreements, correspondence, securities information, and supporting internal documents to the operators for processing the loan application.

The Client

Lombard Business Finance, a division of major financial services group, United Kingdom

Industry

Financial Services

Challenges

There was lots of manual movement of the documents to different roles within the organization. No automated way to handle quality check, to remind, to escalated any delayed as per SLA and rule associated with current state of documents within the EPS process. It was not easy to control operator load and performance at each step along the process.

Solution

PERICENT has implemented complete solution as automated electronic postal system to manage distribution of cases to operations team with specific roles and other parameters.

The solution has made it ease to route of case documents within processing team. Also, improved the coordination between the client and document processing service company through timely notifications and alerts. At the same, the performance tracking is also improved at each work step along the process via various management reports.

Business benefits

With such process automation solution to handle financial documents processing  more managed, cost effective and timely delivery of services as per defined SLA.

Also, distribution of cases is automatically handled based on configurable role and rules. The access strategic reports and real time process status also become quite easy to analyze the case.

Technology Used and Architecture

BPM platform – SBM 7.b SP2, Java/J2EE, Bootstrap JS, Web-Services, Oracle 10i.

Process Model

Here is the wok-flow model of EPS solution.

CASE STUDY 2 – Statuary Document Services (SDS)

Challenges

Initially, statuary documents requests are getting placed manually via emails by statuary document owner to Anacomp UK Limited, a document management company and there was no efficient way to keep track on activities of the process. Again, it was quite difficult to ensure timely delivery of statuary documents of vehicle from DMS service company to place of request and track the return back to document warehouse.

The Client

Lombard Vehicle Management (LVM), United Kingdom.

Industry

Financial Services

Solutions

Implemented an automated Statuary Document Services (SDS) solution to quickly process an online request for statuary documents of vehicle, and to track the movement of these documents from archival company to particular destination and.

This automation solution to service statuary documents request/retrieval/ return/ dispatch using Savvion Business Manager™. Apart from automation of online request capture, it has also improved in the execution of the statuary document archival and retrieval processes.

Business benefits

The solution made it easy for vehicle owner to just do an online request from anywhere anytime. Also, accountability of all requests processing status including complete monitoring, easy tracking, record movement of document, TAT, SLA and history.

Technology Used and Architecture

BPM platform – SBM 7.b SP2, Java/J2EE, Bootstrap JS, Web-Services, Oracle 10i.

Case Study 3 - Period End Closing: Process Automation Product

 

Challenges

Financial period end closing is a generic process followed by almost in every organization irrespective to industries. Manual handing of financial period end closing is not efficient may create It is cumbersome to handle processing Period End Closing activities manually and difficult to track the status of these activities. There was no way to see real time consolidated view by management about progress of financial period end closing activities.

The Client

Anacomp, Inc, USA – has world biggest document repository

Industry

Document Management Services

 

Solutions

We helped Anacomp, Inc to design and develop a generic solution for period end closing process for scheduled generation and assignment of financial PEC activities on defined frequency like month-end, quarter-end, half-year-end, year-end. The process solution also has a dashboard for management to view all tasks status more visually in form of graphical charts.

Developed a generic solution for Period End Closing BPM to automate pre-configured Period End Closing related tasks generation and assignment to respective roles in the organization. It also enables real time track and approval mechanism of all period end activities.

Business Benefits

This solution automate handling of Period End Closing process and track activities.

Following are immediate benefits,

  • Better visibility on processing of period end activities.
  • Configurable Frequency, Activities and Roles
  • Configurable Approval Mechanism
  • Load versus Deadline Analysis to ensure quality.
  • Integration with Legacy System to fetch activity data
  • Integration with DMS to host financial documents

Technology Used and Architecture

BPM platform – SBM 7.6 SP2, Java/J2EE, Bootstrap JS, Web-Services, Oracle 10g.

Case Study 4 - Business Process Outsourcing: BPO Solutions

As, we are quite experienced team in implementation of various business process outsourcing solutions, participated in implementation of various solutions i.e. Account Payable, Claim Process, Background Check, Credit Check outsourced by one company to another company. These solutions automate these processes to enable keep track  for work assignment, monitor the processing status of the documents via SLA and TATA notifications and reports, rules-based work load distribution, work-queue assignment and quality control etc.

 

The Client

GENPACT, INTELLINET, INTEGRASCREEN

Industry

BPO Services

Challenges

It was challenging to BPO companies and clients to handle the outsourced process manually or by traditional application.

  • No flexibility to configure the policies and flow.
  • No way to track the status of case received from the client.
  • Difficult to monitor work load distribution
  • No way to configure work queue assignment based on parameters.
  • Difficult to handle quality assurance of the delivery.

Solutions

PERICENT has modeled and implemented various such workflows for handling BPO processes with capabilities to automate Work distribution, SLA Monitoring, Batch Sampling, Quality Assurance, various reports like TAT, SLA, and Quality etc.

To enable real time tracking outsource process. Automated work distribution and load balancing of work cases. SLA monitoring and notification to take necessary action if needed. Implementation process to assure quality and audit trail of delivery.

Business benefits

Outsourcing company can better track the overall performance in real time and ensure quality of service delivery for outsourced process. Better accountability and processing time of cases.

Technology Used and Architecture

BPM platform, Java/J2EE

Case Study 5 - COMPETENCY ASSESSMENT TOOL

This solution has been developed to provide processing of performance analysis of the employees in the organization by their respective reporting managers.

List of questions will be setup, in form of questionnaire, for the employees according to their department and level and will be send to all employees for their responses.

By analyzing the responses of the employees, they will judged on basis of 6 competencies and 17 behaviors.

The Client

Reliance Capital (NSE/BSE Listed Company)

Industry

Financial Services

Challenges

  • Manual assessment of all the employees of the organization takes a lot of paperwork and time.
  • Difficult to maintain the detail records and responses of the employees as well as of their respective managers for longer use.
  • A lot of time consumption of managers to interact with all of their employees for their performance analysis.
  • Difficulties in maintaining and creating questionnaire for different departments and different leveled employees.

Solutions

  • Option to upload details of the employees and their respective reporting managers.
  • Functionality to decide total number of questions and creation of questionnaire according to the level of the employee.
  • Facilitate to send survey forms to the employees and maintain their responses.
  • Maintain a check of not responded questionnaire forms and the employees left for assigning the questionnaire.
  • Setting up reminders for the managers to fill up their responses regarding all their employees.
  • Viewing the Daily Analysis Report of the employees and responses of the managers.

Business benefits

  • User-friendly application for an organization to perform assessment of its employees.
  • Organizing the personal details and questionnaire responses of all the employees in a systematic and easily accessible order.
  • Maintaining the details of all the department managers of the organization along with their ratings of their respective department employees.
  • Creating the questionnaire for the employees as per their department and position level.

 

Technology Used and Architecture

The system is built on BPM platforms.

Case Study 6 - EMPLOYEE INSIGHT SURVEY

Employee Insight Survey facilitates the Human Resource (HR) department of the client to perform survey of their respective employees.

 

Basically, the system automates sending survey forms by HR department to all the employees and monitor the progress, searching through email id or SAP id. Once the survey form is sent to employees, the window will remain open for 10-15 days allowing employees to submit their responses.

The Client

Reliance Commercial (NSE/BSE Listed Company)

Industry

Financial Services

Challenges

Earlier, the HR need to take survey manually but after this application, they can take employee’s survey through online forms. Hence this was the problem which is solved by this system. The purpose is to build an application for “Employee Survey” on to manage overall activities related to the conduction of employee survey.

Solutions

This solution made survey process easier, faster, easy to setup survey. It becomes simple to keep a track on each survey form.

Business benefits

  • Options to upload the details of the employee. Option to create the questionnaire and define the type of question to be created like comment box, true or false etc. To assign the survey forms to required number of employees on LOB or department basis.
  • Automatic reminder to the employees to fill the survey form and submit it. Option of viewing the daily analysis report to the HR. View the responses of the employees. Option to download the responses of the employees in the excel format to create new lob and new department as and when required.

Technology Used and Architecture

BPM platform, Java/J2EE, Bootstarp.

 

 

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