ISO/IEC 27001:2013; ISO/IEC 20000-1:2011; ISO 9001:2008 Certified | CMMI Level III Appraised

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Business Process Re-Engineering

BE provided business process analysis and re-engineering to define a strategic workflow for Work Order Processing at the Department of State, Bureau of the Comptroller and Global Financial Services. The new process improved customer service and provided enhanced performance monitoring and analysis that supports continual service improvements.

COLLABORATION & SOCIAL ENTERPRISE | SOFTWARE ENGINEERING | FOREIGN AFFAIRS


Situation

The Department of State, Bureau of the Comptroller and Global Financial Services, Executive Office (CGFS/EX) was using a labor-intensive e-mail, phone order, and paper system for work order processing. This inefficient solution often resulted in a negative customer service experience due to lost orders, long turnaround times for order fulfillment, and no high-level reporting summary to determine where breakdowns and deficiencies were occurring. Therefore, CGFS/EX was in need of an automated order request system that would streamline the process to enable faster request fulfillment, order approvals managed by workflow, and improved order tracking with drill-down reporting capabilities.

Solution

BE worked with CGFS/EX to analyze the requirements in order to define a strategic workflow for establishing a step-by-step Work Order Process across both goods and services order types. Defining an accurate Work Breakdown Structure (WBS) was essential in order to enable enhanced reporting and dashboard features, such as filtering orders by office, product, and service types (e.g., cell phones, printer toner, building access requests, and network drop installations). Additional features included e-mail alerts for new orders and supervisors for approval, order requestor status updates, and tracking all orders via a website library to monitor the overall status and responsible parties.

Results:
  • Provide a new business process that has dramatically streamlined work order entry, tracking, and delivery
  • Improve customer service and satisfaction
  • Reduce man-hours to support order fulfillment
  • Extensive management dashboard for monitoring and analyzing performance from order submittal through fulfillment
  • Integrate with existing ISO 9001:2008 Quality Management System with continued compliance