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Listen to Blueprint customers discuss the process challenges they and their organizations face and how they have used process mapping to address these.
Customer Webinars
At Aviva, Process Improvement is Everyone's Business »
View this presentation as Aviva UKGI IT shares their experience in delivering a more cost effective and efficient approach to process management and development with a specific focus on:
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- How Aviva UKGI IT decentralized the process improvement team that maintained their process repository.
- How they engaged and gave control to Process Owners within the overall business area to manage and upkeep their own business process documentation.
- How web-based, highly collaborative process mapping exercises enabled Aviva UKGI IT to have a scalable solution, but still provide IT governance around process improvement.
A Standard Approach to Process Documentation »
Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company's processes to help improve business processes across 15 domestic and 5 international call centers.
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Watch as Rachel shares her experience and covers key learnings, with a specific focus on:
- Challenge - Working with heavily narrative oriented people, often generating pages on pages of documents
- Approach - Turning text based documentation into graphical diagrams to identify process opportunities
- Results - The ability to clearly centralize and standardize business processes across separate groups
How West Bend Mutual Insurance uses Process Mapping »
Stacie Kenney, Sr. Business Process Analyst at West Bend Mutual Insurance, talks about using BPM and Blueprint to create new offerings and streamline operations. (20-minute presentation and 10-minute Q&A)
March 12, 2009
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Some of the Topics that Stacie addresses:
- How BPM and process mapping allowed Stacie and team to deliver a highly valued exception process, thereby creating a more attractive product to our agents, which up until that time had been impractical to offer.
- How after West Bend reorganized its IT department, they used process mapping to determine how to best serve their internal clients.
- How BPM tools and techniques are being promoted and adopted within West Bend to help spread the culture of process improvement.
Tillamook Dairy: Turning 99 Years of “Tribal Knowledge” Into Documented Processes »
Steve Burge of Tillamook Dairy explains how the company embraced BPM and documented all their processes in 6 months. (20-minute presentation and 10-minute Q& A)
December 09, 2008
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Steve talks about his experience and specifically:
- How he helped build a core team where IT was in the minority and the majority of the members came from the business side.
- How the team decided where to begin.
- How they involved over 150 people, from all over the company, to help detail the processes.
- How they got process owners from the business to own execution after the initial documentation effort.
Customer Podcasts
Call Center outsourcer uses Process Mapping to help it emerge from Chapter 11 »
Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company’s processes to help with its restructuring. (11:19)
May 5, 2009
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- Some of the topics Rachel addresses:
- The goal with mapping PRC’s processes is to find out how they can do things better and faster and why things take so long.
- One of the first processes they mapped was “agent time,” how much time do agents spend on break and what is the management process for keeping them on the phone efficiently and within break parameters.
- By standardizing on a process for all call centers and bringing them into metric, this effort had a bottom line impact on revenue.
- Rachel's excitement over the latest Blueprint release and how the addition of participants will help PRC break down silos and take their process initiative to the next level.
Symantec, Process Improvement and Blueprint »
Devin Rickard and the process improvement team at Symantec adopted Lombardi Blueprint as the common process modeling tool for the group. What they found however is that Blueprint has a wide appeal beyond their group. (11:53)
April 21, 2009
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- Some of the topics Devin addresses:
- Symantec has grown through rapid organic growth as well as acquisition. This has led to processes being executed in islands. Devin’s group works with the islands to try and “pull them together into a single continent.”
- The team practices “stealth six sigma.” They have adapted the processes and tools from Six Sigma so that they fit the Symantec corporate culture.
- What started as a nice tool for the practitioners has ended up becoming the core catalyst that brings together individuals and helps them to visualize what they are trying to improve upon for Symantec customers and partners.
- Some of the projects Devin and team have used Blueprint for: transforming the quote to cash process and the procure to pay processes well as working on ways to make the process of integrating acquisitions smoother.
Teaching Process at St. Edwards University »
How Dr. Joyce Statz uses Blueprint in her Masters class, “Multiple project and portfolio management” at St. Edwards University. (6:11)
February 06, 2009
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Some of the Topics that Joyce addresses:
- Who are the students that make up her class and what are their backgrounds?
- Mixing concepts with hands-on exercises.
- Replacing Visio/Word/Excel in the classroom.
- How the strongest Visio advocates at the beginning of the term became the biggest Blueprint champions at the end of the course.
West Bend Insurance Creating New Offerings and Streamlining Operations »
How Sr. Business Process Analyst Stacie Kenney uses Blueprint at this mutual insurance company to create new offerings and streamline operations. (7:17)
January 14, 2009
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- Some of the Topics that Stacie addresses:
- West Bend’s “Smart Business” offering and how it leverages new technologies like services, content generation tool and Teamworks.
- Given that the “Smart Business” premiums were small, the goal was to de-complicate the process so that the agencies could set up the policy with very little time up front.
- Before Blueprint, the BA’s leveraged Visio for flows along with a “mammoth” spec doc in Word. The biggest issue with this approach was keeping the content in sync.
- West Bend was drawn to Blueprint by its collaboration and document generation capabilities.
- Using process mapping to document the flow of work coming into the BA group from the business, categorize it and then deliver it back on a monthly basis.
Morphis Software, Accidental Process Consultants »
Morphis software didn’t set out to map processes but they found the couldn’t tune their software to their customers' businesses because they couldn’t describe their processes. That’s when they turned to Blueprint.. (6:59)
November 17, 2009
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- Some of the Topics that Gary addresses
- Conundrum: Morphis is meant to be customized to fit a customer’s process but if a customer can’t describe their process how can Morphis be customized?
- Being new to process mapping they were looking for something that was intuitive and easy to use.
- The power of seeing the process laid out visually and the importance of working on the exercise collaboratively.
- How Morphis’s implementations are all done virtually over Webex around the globe
Process Mapping at 99 year old Tillamook Dairy »
How the company embraced BPM and mapped all their processes within 6 months. (7:06)
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- How Steve helped build a core team where IT was in the minority and the majority of the members came from the business side.
- How the team decided where to begin.
- Why they decided to abandon Visio and cocktail napkins for Blueprint and the value they saw in a hosted application.
- How they involved over 150 people, from all over the company, to help detail the processes.
- How they got process owners from the business to own execution after the initial documentation effort.
Articles
Insurance & Technology Magazine: Aviva selects Lombardi for BPM »
Insurance giant Aviva has leveraged the Blueprint solution to map and refine its IT Quality Management System.
April 30, 2009
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ComputerWeekly.com: US Dairy Giant Overhauls Processes using Wiki-style BPM tool »
How the Tillamook County Creamery Association, turned 99 years of “tribal knowledge” into documented processes using Blueprint.
December 22, 2008
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Case Studies
Mondial Assistance Group Case Study »
Mondial Assistance Group Shares Best Processes to Improve Quality, Efficiency
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