Case Studies for Industry, Processes, and Technologies

Project Background A provider of fiber-based communications services
Network offerings including Internet Protocol services, metro and longhaul transport, content and video delivery, data and voice services.
Business Challenge • Problems designing and delivering new video streaming products and services as a result of acquiring a small company with different processes and technologies
• Several processes were not documented with workflows, job aids and product
• All project work had to be completed and tested within six weeks to meet product launch date
Project Approach Two person project team worked with cross-functional team of client staff, departmental management, IT, supervisors, process subject matter experts and executive management over 6 weeks to:
• Conduct cross functional interviews with engineering, finance, sales/order entry, IT, service delivery and service management to map new product processes into the corporate BPM application
• Identify technology and process methodology gaps between corporate and newly acquired company
• Design and document process flows, job aids and product life cycle documentation for new video streaming products and services
• Update project status, action plans and file documentation using MS Share Point, MS Project and Info Path
Business Benefits • Successfully designed, documented and tested new processes in BPMS before product launch date
• Eliminated cross-organizational communications barriers and duplicate processes
• Mapped new processes to leverage existing financial, billing, distribution systems and data sources

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