Vodacom has recognised the value of business process modelling for cost-effective staff training, knowledge transfer and change management.
"Process management is an essential component of our service level commitments," says Allan Beets, GM: Billing and Administration. "It helps us identify and share responsibilities and ultimately work smarter to deliver better service to our customers."
To map the interdependent business processes between its multiple divisions, Vodacom selected ARIS, supplied by CCH Enterprise Solutions, as an end-to-end business modelling solution. Introduced as a pilot project last year, ARIS was implemented in the customer care environment to model high-level views of billing and administration business processes.
Vodacom`s wholesale billing manager, Mark Kahts, says the ARIS business process model of his division was key to the rapid assimilation of his management role.
"ARIS gives you a business view of the different aspects of your business: organisational, data structure, process, control and infrastructure," he says. "It goes beyond the `knowledge management` tool with its business process view of the organisation."
Jayson Connacher, Vodacom head of billing services, agrees: "The ARIS model we`d prepared was ideal for describing the divisional process flow to give our management core end-to-end control of their responsibilities and functions."
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