Business Process Redesign

1. Business Process Redesign JaveedHussain Mark Torpey Trevor Denton Simon Morris Sohail RazaKahn

2. Agenda Company Overview Area of focus Methodology As is model To be model Results Conclusion

3. Company Background Crimcom Indigenous software company Market-leading provider of financial crime and compliance solutions to the global financial services industry Customer support team based in Dublin The team provide Production Support to over 50 Client installations in 4 Continents

4. Area of Focus Customer Support Department Main task is to resolve issues with clients software Provide Production support

5. Methodology Davenport & Short 1990

6. Problems No single means of communication internally between Customers frustrated by time taken to resolve issues No clearly defined process within the department for resolving issues Operations done in an ad-hoc manner.

7. As Is Model

8. Details of As Is Model

9. Target Create integrated system Improve Communications Provide on-demand reporting to clients Create a single delivery mechanism for patches and new releases Reduce cycle time for issue resolution

10. To Be Model

11. Areas of Improvement Cut some people out New Software system Less time

12. Results Time Worked out very well etc

13. Conclusions More efficient Cost Savings More satisfied customers