How Confiance helped Global Financial Services Organization for support in creating business process models
Confiance enabled the client to capture business requirements in order to seamlessly share customer information across two Oracle CRM systems. Confiance used its expertise in the Oracle BPA Toolset and its extensive knowledge and practical application of business process modeling and improvement to an effective and efficient business process management (BPM) solution.
The client maintained two business groups that operated independently of each other, but due to a rapidly changing business environment both groups needed to integrate common customer data. The client had trouble clearly articulating business requirements based on its existing business processes which centered around a textual documentation approach.
Having recently acquired Oracle BPA, the client needed expertise on how to use the toolset as well as how to nail down business requirements. In addition, the company was intent on using Oracle's AIA (Application Integration Architecture) technology to achieve its goal of seamless data integration and sharing across the existing Siebel Systems. To complicate the situation, the two groups to be integrated spanned different locations, with the offshore location responsible for implementation.
Confiance began by creating a clear and concise "as-is" view of how business operations were being performed by each of the two business groups. Confiance articulated relevant strategic project information and produced an integrated set of value-added chain diagrams and event process chains.
Confiance experts next addressed the actual integration of data between the Siebel systems by:
- Creating application views of how data was to be shared, owned and updated
- Using BPMN (Business Process Modeling Notation) models to construct high-level process models, which reflected how data would be uploaded from one Siebel system and transported to the other via Oracle's AIA technology
- Identifying specific Siebel screens where new customer information would be displayed on each instance of the two Siebel systems
As a result of following a process-based development approach, our client was able to quickly identify required business process changes and seamlessly translate them into system requirements. Sessions were facilitated with business users to capture business operations using a standard international modeling method that clearly defined processes that can be reused, communicated and understood throughout the organization. From the definition of the current processes, work was completed to document required changes from a business perspective.
The "to-be" processes were then translated into requirements that could be used by the client's IT staff to create additional views of the solution while maintaining traceability back to the business process and overall corporate strategy. The transparency and precision of the Confiance approach allowed all stakeholders to communicate requirements and speak from a common point of view – allowing our client to achieve its primary goal of reducing costs and improving customer service.