Process Innovation: Redesigning an Enterprise Backbone System

Abstract : This case study covers the story of a process reengineering effort at Belgacom Mobile, the largest Belgian mobile telecommunications operator. It describes how a smart combination of theoretical concepts can lead to process innovation, and product innovation. The process innovation effort consisted of a large automation pillar and the rebuilding of the enterprise backbone system SPOMS. Architectural principles were applied to allow the redesigned process to be flexible and capable of dealing with newly emerging SIM card types and technological advances. The sub-processes will be orchestrated by the process owner who controls the entire process from a process dashboard. This case shows the potential benefits of Business Process Management (BPM), IT-enabled innovation and Product Factory. The redesigned SIM card ordering process thus provides a sustainable answer to the ever shortening life-cycle of products and technologies, SIM cards in particular, and the call for process flexibility in fast changing environments.The contribution of this project to the general understanding IT-enabled innovation lies in the innovative approach. Namely, product and process were separated from each other by means of Production Process ID creation. The redesigned SIM card ordering process thus provides a sustainable answer to the ever shortening life-cycle of products and technologies, SIM cards in particular. The redesigned sub-processes are orchestrated by the process owner who controls the entire process from a process dashboard. In terms of performance improvement, the project resulted in (1) increased process flexibility (2) and consistency, (3) dramatically shortened lead-times and (4) better control over the process.
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Communication dans un congrès
Geert Poels. 6th Conference on Research and Practical Issues in Enterprise Information Systems (CONFENIS), Sep 2012, Ghent, Belgium. Springer, Lecture Notes in Business Information Processing, LNBIP-139, pp.1-17, 2013, Enterprise Information Systems of the Future. 〈10.1007/978-3-642-36611-6_1〉
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Joachim Bergh, Stijn Viaene. Process Innovation: Redesigning an Enterprise Backbone System. Geert Poels. 6th Conference on Research and Practical Issues in Enterprise Information Systems (CONFENIS), Sep 2012, Ghent, Belgium. Springer, Lecture Notes in Business Information Processing, LNBIP-139, pp.1-17, 2013, Enterprise Information Systems of the Future. 〈10.1007/978-3-642-36611-6_1〉. 〈hal-01484683〉

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