Business Process Re-Engineering Case Study

1. BUSINESS PROCESS STUDY AND SYSTEM GAP IDENTIFICATION FRAMEWORK

2. Context view
Study
Holistic view
Study
Detail view
Study
Benchmark
Study
Gap analysis
Study
TO-BE
Study
Phase 1
Phase 1
Phase 1
Phase 2
Phase 2
Phase 2
Phase 3
Phase 1: Project Planning
Phase 2: Project Execution and
Discover Background
Phase 3: Completion of the
final deliverables
Phase 4: Vendor Selection
Phase 4

3. Context View Study
This is an inaugural study towards the identifying and understanding the high level picture of the organization
Objectives Activity Documentation Deliverables
• Identification of company
vision, mission and high
level goal
• Identification of company
culture
• Identification of business
nature
• Identification of
organization department
structure and hierarchy
• Discussion
• Document review
• Inspection and
observation
Organization overview
document
Organization overview
document

4. Holistic View Study
This study will be conducted towards the deep understanding of business processes relations and external factors in the
identified departments and operations unit.
Objectives Activity Documentation Deliverables
• Identification of business
units as per the business
processes
• Business process
identification
• Business process
workflow identification
• Discussion
• Document review
• Inspection and
observation
• Interviewing
Department, business process and workflow
mapping document
Process identification document
1) Process Name
2) Department or business unit
3) How often
4) How curtail
5) Type (Manual, automate ,Semi )
6) Workflows
7) Business impact
8) Control levels
Business process flow
identification
document

5. Detail View Study
This study will be conducted towards deep understanding of business processes internal logics, automation and
workflow behaviours
Objectives Activity Documentation Deliverables
• Business sub process
identification in the main
business process
• Identification of business
process key internal logics
• Business sub process and
cross workflow
identification
• Business process health
identification
• Discussion
• Document review
• Inspection and
observation
• Interviewing
Process and sub process identification
• Business process name
• Business process description
• Business sub processes
• Process input and outputs
• Business process key logics
• Business process and cross Workflows
• Business process health status – broken,
reengineering needed , good
• System involvement
• Control levels
Business process detail
document

6. Detail View Study
Objectives Activity Documentation Deliverables
Process and system integration identification
• Business process or sub process name
• System process name
• System coverage
• System input and outcome
• Business expectation coverage
• Expected system improvement
System study
• Application name
• Covered business processes
• Technology
• System security
• System performance
• Integration capacity
• System maturity
• Usability
• System roadmap
System detail study
document

7. Benchmark Study
Objectives Activity Documentation Deliverables
• External similiter system
identification
• Process standard
identification
• Practicality identification
• Document reviewing and
refer the product
demonstration
External System identification
• System name
• System scope
• System coverage
• Technology
• Business expectation coverage
• System features
Process standardization and best practises
identification
• System name
• System scope
• Standards
This study will be conducted towards the overall understanding of the similar outside business operations and
standards

8. TO-BE Study
Objectives Activity Documentation Deliverables
• Show the weaknesses in
the current processes
• Recommendation for the
TO-BE business context
• Documentation and
presentation
System improvements
• System name
• System scope improvement
• Technology improvement
• Features improvement
• Security improvement
• Performance improvement
• Integration improvement
• Usability improvement
Process gap
• Process name
• Best practises improvement
• Standards improvement
System improvement
document
Process improvement
documents
‘
Process gap document
System gap document
This study will be conducted towards showing and highlighting TO-BE context of the organization with the
recommendation

9. Gap Analysis Study
Objectives Activity Documentation Deliverables
• System Gap identification
• Process standard gap
identification
• Best practises gap
identification
• Comparison System gap
• System name
• System scope gap
• Technology gap
• Features gap
• Security gap
• Performance gap
• Integration gap
• Usability gap
Process gap
• Process name
• Best practises gap
• Standards gap
This study will be conducted towards identifying the system, standards and process gaps

10. Be a Unique Player
Giving the seamless experience to the customers
• Personalized solutions
• Improving the customer relationship
• Giving the predictive and rich data visualization of the context
Simplicity of the products
Deep customer insights
• Behavioural segmentation
• Pattern analytics
Deep internal data analytics for better data driven decision making culture
• Historical data analytics
• Predictive analytics

11. Engagement Evaluation Customer Registration Customer Transaction Advocacy
Customer Journey
Front end
Back office
Customer is
already familiar
with a brand, and
they are learning
more about them
Considering if the
brand is the best
available solution and
compare the brand to
others in the market
AS-IS Process
AS-IS System
TO-BE
AS-IS Process
AS-IS System
TO-BE
AS-IS Process
AS-IS System
TO-BE

12. Customer Journey – Engagement and Evaluation
Prospect customer
identification
Prospect customer
communication
management
Market potential
identification
AS-IS Process
AS-IS System
AS-IS Process
AS-IS System
AS-IS Process
AS-IS System
TO-BE

13. • Industry related
• Research
• Trend analysis
• Gut feeling
Customer Journey – Market Potential Identification (AS-IS) Business Process
Gap
• Future industry identification
• Wealth Management
• Assert Management

14. System Name No Document and workflow management system
System Scope Document and workflow management
Scope Gap Document and workflow management system with the
privilege levels
Customer Journey – Market Potential Identification (AS-IS) System Involvements

15.  Referrals
 Business forums
 Other events
Sourcing
 LinkedIn
 Facebook
 Other social media
Customer Journey – Prospect Customers Identification (AS-IS) Business Process
Gaps
 Identification of Quality leads

16. System Name CRM
System Scope Social media integration for leads capturing
Scope Gap CSV Imports -Data collected from exhibitions or other physical
campaigns can be imported in bulk as leads, contacts or
companies.
Web Forms Integration -Directly connect your website or any
other landing page forms to CRM to receive leads
automatically
Emails Integration- Configure your inquiry email or other email
accounts to automatically create new lead as and when a new
email receives at the inbox
Customer Journey – Prospect Customers Identification (AS-IS) System Involvements

17.  Get the basic information via call
 Arrange a meeting and get the detail profiled filled
 Proposed a customized solution
 Creating new prospect customer information in the system
 Entering prospect customer communication records in CRM
• Emails
• Call Summary
• Meeting minutes
 Distributing the jobs among the sales team
 Prospect customer follow up
 Providing required product information and promotional materials to the prospect customer
 Evaluating department performance through dashboard and descriptive analytics reports
Customer Journey – Prospect customer communication management (AS-IS) Business Process
Gap
 Segmenting the Quality leads based on defined criteria
 Customer engagement (birthday ,)
 Content sentiment analysis

18. System Name CRM
System Scope  Prospect customer communication management
 Dynamic sales funnel state management
Scope Gap Prospect customer segmentation according to the inputs and outputs and
proposing the most relevant marketing materials to convent lead in to a
sale.(Behavioural segmentation )
Ex: During the evaluation phase of the customer he/she tend to compare
the competitive product.
Work delegation - quote preparation to the back office team
Discussion board – manage lead related internal discussion and process
visibility for integration and workflow
Dormant leads notification
Laps consumers and behaviours reasons (Losses or abandoned leads
analysis)
Customer Journey – Prospect customer communication management (AS-IS) System Involvement

19. Customer Journey – Customer registration (AS-IS) Business Process
 Subscription form verification
 Payment slip verification
 Manual document filing
 Unit calculation and allocation
 Creating new customer in Registrar System (MSL) and
approval
 Fund Placement as per the customer selection
 Customer Acknowledgement
 Create customer in the customer portal

20. System Name Customer Registrar Management System MSL
System Scope  Customer creation
 Units allocation
Scope Gap Multiple bank account holding facility should be included for customers
redemption
Document uploading and downloading facility should be included
CRM system integration to minimize the duplicate data entering
Customer portal integration
Constrain Lack of management decision making related reports
Data duplication
File uploading facility
Lack of integration with other systems
Digital approval facility
Customer Journey – Customer registration (AS-IS) System Involvements

21. Customer Journey – Customer transaction (AS-IS) Front End Business Process
 Fund redemption
 Fund transfer
 Fund switching
 Fund subsequent deposit
 Unit price updates

22. System Name Customer Portal
System Scope • New Subscription Requisition
• Subsequent Subscription Requisition
• Fund Redemption Requisition
• Unit Price displaying
Scope Gap • This portal should be integrated to MSL system to avoid re-
entering of the customer details in the portal
• Customer notification facility should be introduced
• Customer real time interaction should be implemented
Fund transfer
Account visibility
• Document uploading facility should be included
• Requisition cut off time count down should be introduced
• Analytics dashboard for the customer
• Customer feedback should be included
Customer Journey – Customer transaction (AS-IS) Front End System Involvement

23. Customer Journey – Customer transaction (AS-IS) Back Office Business Process
 Fund Transfer Statement preparation
 Fund Redemption and Placement management
 Fund Valuation
 Operating Statement Preparation

24. AS-IS – Fund Management –Transfer Letter
Calculate units as per the rate
Bank Statement
Operation Executive
New Subscription
Fund Redemption
Fund subsequent deposit
Fund Redemption Fund Transfer Email
Fund switching
Latest Operational
Statement

25. AS-IS – Fund Management – Fund Placement Workflow
Operation Executive
• Sending a fund transfer
email
• Analysing of optimum fund redemption option
Calculate units as per the rate
Fund Manager
• Fund placement approval
Senior Fund Manager
Fund transfer
summary email
• Analysing of most suitable fund investment options
• Giving fund placement advice by approving
referring fund transfer email
Fund placement advice
Fund placement advice
Fund Placement approval
Operation Manager
• Fund placement execution as per the
given instruction

26. AS-IS – Fund Management – Fund Valuation Calculation Workflow
Calculate units as per the rate
Bank Statement
Operation Executive
Cash
statement - DB
Fund Redemption
Yesterday
Operating summary
Yesterday fund
Placement sheet
Equity
Fund Valuation
CSE summary
Money Market
Fund Valuation
Gilt
Fund Valuation
Operation
Manager
• Fund Valuation
approval
• Publishing of fund Valuation
1) Bank
2) Website
3) News Papers
• Update MSL system
Operation Manager
1) Unit value
2) Redemption units
3) New Subscription Units
4) Switching Units
5) Subsequent Deposit Units
6) Customer Notification

27. AS-IS – Fund Management – Operational Statement Preparation Workflow
Fund placement as
per advice
Calculate units as per the rate
Bank Statement
Operation Executive
New Subscription
Request after 9 AM
Fund Redemption
Fund subsequent deposit
Request after 9 AM
Fund Redemption
Request after 9 AM
Fund switching
Request after 9 AM
Completed transactions as
per the placement advice
Operational
Statement
Operation Manager
• Operational
statement approval
Operation Executive
Approved
Operational
Statement
• Sending this approved
statement to FM ,
marketing and other
relevant parties

28. System Name Customer Registrar Management System MSL
System Scope  Customer creation
 Unit valuation updates
 Customer records update for
 New subscription units
 Sub sequent subscription units
 Redemption units
 Transfer unit
 Switching units
 Descriptive analytics reports
 Unit Price update
Scope Gap • Customer deep insight (Cross sell and Up sell)
• Fund transfer statement generating facility
• NO capacity to deal with new product portfolio
• Realtime time unit rate distribution facility and decision making
(Units rate and information pushing facility to other application)
• External system integration facility
• Document flow tracking facility
Customer Journey – Customer transaction (AS-IS) Back Office System Involvement

29. System Name Customer Registrar Management System MSL
Scope Gap • Operating statement generating facility
• Fund placement execution management facility
• Risk management
• Trend analysis and predictive analysis
Constrain • Fund Transfer Statement preparation
• Fund Redemption and Placement management
• Fund Valuation
• Operating Statement Preparation
Customer Journey – Customer transaction (AS-IS) Back Office System Involvement

30. System Name Credence iDeal- Fund Management System
System Scope  Portfolio management
 Descriptive analysis
Scope Gap  Fund redemption descriptive and predictive analytics
 Trend analysis
 Cash flow prediction
 Historical data analysis visualization for better fund
management decision
 Fund valuation automation
 Risk management
 Risk exposure analysis
 VaR calculation
 Back and Stress Testing
 Numerous portfolio risk metrics
 Strategy management
 Operating statement preparation
 Document workflow management
 Document upload facility
Customer Journey – Customer transaction (AS-IS) Back Office System Involvement

31. Identification Introduction Growth Maturity Decline
Product Lifecycle

32. Product Lifecycle
Product Growth
Product Life Cycle
Expenses And Revenue
Break-Even
Recency Frequency Monetary(RFM)
Boston Matrix

33. Software system
competency
MSL Technology
Security
10
Integration
Capacity
Product
Maturity
Extendibilit
y
Recommendation
1) Replacing of the system by introducing new system which can cater the
proposed architecture
10
Recommendation
1) Replacing of the system by introducing new system which can cater the
proposed architecture
Customer Portal
Usability
Technology
Security
Integration
Capacity
Product
Maturity
Extendibilit
y
Usability

34. Software system
competency
Data Analytics
Customer
Deep
Insight
Product
Deep
Insight
10
Fund
Management
Deep
Insight
Manageme
nt
Dashboard
Recommendation
1) Implementing a data science layer on top of the existing applications data
stores

35. Document
Management
Automating of
1) Fund Transfer letter
2) Fund Valuation and publications
3) Operational Statement
Customer End
CRM Features
Registrar
System
Product
Management
Analytics and
data
visualization
Portfolio
Management

36. Context View
Backoffice
Operations
Strategy and
planning
Marketing , Product Development ,Customer
segmentation ,Innovation strategy, Engagement
Risk and
Security
Product 1
Product 2
Product 3
Product 4
Product 5
Product 6
Customer
Management
Customer subscription
Fund redemption
Fund transfer
Fund switching
Fund subsequent deposit
Information accessibility
New product
Investment placement
Fund Valuation
Fund redemption

37. AS-IS Department integration
Customer
Operational
Department
Sales Department
Fund Management
Department
External
Parties
Request
Response
Request
Request
Advice
Advice
Notifications
Notifications
Response and advice

38. AS-IS – Leads Management – Business Process
Market potential
identification
Prospect
customer
identification
Prospect customer
communication
management
Sales conversion
managements
WF
KPI
 Market trend identification
 Potential quality leads identification
 Leads to Sales conversion

39. AS-IS – Customer Management – Fund Redemption Workflow
Customer
• Fund redemption
request by filling a
manual form
• Evaluating all the possible fund
withdrawal option
• Provide fund withdrawal advice
Redemption
request
Fund withdrawal options evaluating
and withdrawal advice
Fund Manager
• Calculate unit as per the rate
• Fund withdrawal as per the advice
• Update Registrar System (MSL)
• Filling manual documents related to
transaction
• Fund transfer to the customer account
Operational Manager
Fund transfer to the customer account
and system update
Operational Manager
• Update the fund management
system (Credence Ideal) as per
the transaction
Fund management system (Credence
Ideal) update
Customer notification
Operational Executive
Fund transfer
summary
• Redemption request
verification
• Fund transfer summary
preparation