Case study on business process optimization

XYZ is a technology and IT company. There is a technology and organization problem in the company. Data is entered into the system manually, there is a lack of adaptation to new technology and communication problems between departments. Inefficiency in functioning negatively affects the quality of service provided to customers and even harms competition. In order to solve such problems and to provide fast and high quality service, various arrangements were needed in the company. The business process optimization project aims to meet these needs.

  In this context, interviews are held with senior management to learn the expectations and goals of the company from the project and to begin to make sense of the project. The technical way to understand the project is through terminology, systems, services and extensive market research. During this research, articles, companies that provide these services and information and suggestions obtained through networking are utilized. Companies that manage the business process well should also be researched and the services and methods used should be learned. In this way, unlike one-way progress, the efficiency of optimization is maximized through benchmarking. Competitor analysis is important. Because in order to make a difference next to the competitors who proceed in similar ways, this gap should be closed by finding the points that they and we do not have. This analysis should be carried out by both senior management and each department separately for their own requirements. In this way, the cons and pros of the company in every aspect can be seen more realistically.

The systems and programs required for technological infrastructure and e-reporting should be identified through market research. Efficient services and programs identified as a result of the research should be compared through analysis. In this process, user company comments, the quality, scope, pricing of the services and their suitability for the adaptation of XYZ company are used as a scale. Benchmarking results should be summarized and presented to the team. In business process optimization, work flow planning, acquisition of work tracking software and mobile application, and transition from written archive to digital archive are carried out.

  The success rates of the services and methods researched, how long it takes to start delivering results and their costs are reported. At the same time, it is important for the expert to have information about the equipment and potential of the team. Through one-to-one and general meetings, it is easy to see what the team has and what is missing. In this way, it is possible to work in accordance with the potential of the team. At the same time, holding these meetings more frequently in the initial phase ensures team cohesion and team adaptation.

  It is important that the needs and expectations of the project match the values and opportunities of the company. The requirements and risks of the action plan are reported. The technical, operational and financial feasibility of the systems needed for optimization should be checked. This control will make the project have realistic targets. If the expectations from the project do not coincide with the company's potential, the system will start to become dysfunctional, resulting in loss of customers, resources and time; the project will cause harm rather than benefit.

  Organization design is one of the key factors in the project. This design should be built by considering company values, structure, vision, mission, human resources, material resources, company goals, sustainability, management policy and customer satisfaction. Before starting the project, the authorization plan should be prepared in consultation with the senior management and the project team, taking into account each department and employee. By planning the authorization correctly, possible confusion during the process is prevented. In this way, each employee knows which data to enter into the system, which reports to prepare and which outputs to check, and follows up on their responsibilities.

  At the same time, it is of great importance to consider sustainability in organizational design. A company that is socially conscious and knows its responsibilities towards nature plans its workflow according to sustainability criteria. This is necessary both to preserve the values of the company and carry them into the future, and to win sensitive customers by creating the image of a sensitive company that fits its generation.

   It is of great importance to be able to transcribe, model and report the process from the first step of the project. The functioning should be continuously checked through these outputs and action should be taken quickly if any problems are detected. The control and continuity of the functioning is ensured in this way. Reports should be tested at regular intervals to ensure that there are no glitches. In addition, project transparency also adds value to the company. Reports, data and information given to the customer should be as transparent as possible. This will make it easier to ensure productivity within the company and reliability in the relationship with customers.

  Customer and employee feedback allows us to see many deficiencies directly. Although reports are one of the most important building blocks of the project, feedback is the only alternative that offers us more than numerical data. Learning how everyone who receives and provides services in business life feels, what values their evaluations of the company are based on, and taking action takes the company one step further.

  When the project reaches the implementation stage, a guide on the implementation process and method of the strategy should be prepared and adaptation training should be provided to the company employees in line with this guide. The people who will provide this training can be selected from the company and team members. These people should work in the company as consultants until the new system is in place. In this way, the speed of the transition process is maximized and confusion is prevented.

  In summary, the execution of a business process optimization project by an expert takes place in three stages: in the first stage, the company's current inefficiency rate is analyzed and reported together with its causes and supported by competitor analysis. In the second stage, the top management's expectations from the project and the company's potential are taken into consideration and the solution alternatives to these problems are compared with the help of written research and networking. In the third and final stage, the organizational design is shaped by considering various values and the project is planned and then implemented.