BusinessProcessManagementSyed WaqasTalha AlamImran KhanWaqar
Objective Toeliminate fake sales in Mobilink Infinity through improvement of Sales Return process of CPEs.
Introduction   Mobilink   Mobilink Infinity   WiMAX   Sales Lead   Commission   Sales Return   Refund Policy
Departments Level   - I Support Level   – II Support Credit   & Collection Customer    Care Representative
Old Process        yes              No                   yes              No                         21 days
Challanges Increasing   Fake Sales Lesser   Quality sales Revenue     Loss
Suggestions Revise   refund policy within trial period Modification   of Sales Return process
Proposal Inorder to minimize Fake Sales &  decrease Churn, a major change is  required in Sales return process. Incaseof...
New Process        yes              No                   yes              No                         30 min
Benefits Feedback    of Original customer. Lesser   Human resource requirement. Fuel   Consumption Fakers   will be di...
Business Requirements Information    System Placement  of one CCR at each Customer Care (Total 5) Training   of staff ...
Inter-department Coordination   Finance   IT   Admin & Security   Marketing   Customer Care
Finance Refund   Transcript Calculation Signatures
IT Computer Network   Connectivity Installation
Admin & Security Lockers Services   required for moving returned CPEs PABX
Marketing   Brochures   Visiting Cards   Cutouts   Banners   Kiosk
Customer Care Desk Meeting   with Heads Familiarizing   with the people, product &  processes
Analysis Daily/Weekly analysis will be done to monitor this process closely.
Conclusion By implementing this we can reduce Fake  Sales by 80%. This process will also increase retention  Rate to 25%...
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Business Process Management & IS

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A case study of BPM done in Mobilink BSD. Now downloadable

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Business Process Management & IS

  1. 1. BusinessProcessManagementSyed WaqasTalha AlamImran KhanWaqar
  2. 2. Objective Toeliminate fake sales in Mobilink Infinity through improvement of Sales Return process of CPEs.
  3. 3. Introduction Mobilink Mobilink Infinity WiMAX Sales Lead Commission Sales Return Refund Policy
  4. 4. Departments Level - I Support Level – II Support Credit & Collection Customer Care Representative
  5. 5. Old Process yes No yes No 21 days
  6. 6. Challanges Increasing Fake Sales Lesser Quality sales Revenue Loss
  7. 7. Suggestions Revise refund policy within trial period Modification of Sales Return process
  8. 8. Proposal Inorder to minimize Fake Sales & decrease Churn, a major change is required in Sales return process. Incaseof termination of services original customer will have to visit Customer Care.
  9. 9. New Process yes No yes No 30 min
  10. 10. Benefits Feedback of Original customer. Lesser Human resource requirement. Fuel Consumption Fakers will be discouraged
  11. 11. Business Requirements Information System Placement of one CCR at each Customer Care (Total 5) Training of staff Resources required at all Customer Care Centers
  12. 12. Inter-department Coordination Finance IT Admin & Security Marketing Customer Care
  13. 13. Finance Refund Transcript Calculation Signatures
  14. 14. IT Computer Network Connectivity Installation
  15. 15. Admin & Security Lockers Services required for moving returned CPEs PABX
  16. 16. Marketing Brochures Visiting Cards Cutouts Banners Kiosk
  17. 17. Customer Care Desk Meeting with Heads Familiarizing with the people, product & processes
  18. 18. Analysis Daily/Weekly analysis will be done to monitor this process closely.
  19. 19. Conclusion By implementing this we can reduce Fake Sales by 80%. This process will also increase retention Rate to 25%. No requirement of dismantling team Since this is a major change close monitoring will be required for any resistance against the process.
  20. 20. Thank you
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