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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