Process and application changes in a retail organisation
The project involved a complete process redesign and system implementation (front-end, middle-ware and back-end) for a retail environment of a major Belgian energy supplier.
“Responsible for a broad spectrum of guidance on business side: project definition, project management, process-design, change management and business architecture.”
Methis Consulting fulfilled several roles within this project.
- Co-business project lead and change management responsible: co-responsible for defining the project approach, developing a standard for process modeling and defining and implementing a training approach for more than 1,000 employees.
- Track lead for following areas: products and services, complaints, contact management, dunning, legal recovery, workload management. Here Methis Consulting was the link between business and IT. Business requirements were aligned with stakeholders, captured in a business blueprint and discussed in detail with IT.
- Lead business architecture: working out various business architecture issues and managing the entire architecture team.
The approach resulted in the implementation of optimized processes through simplified customer interactions, customer journeys in a service oriented architecture environment and a significant reduction of cost-to-serve. The project was realized within the planned timing and budget.