"Congratulations to all for their outstanding work. I know the success of this tremendous effort is due to the commitment of the entire Patni team...An excellent example of cross-functional collaboration and effective project management continues to look very good. Keep doing it!" General Manager - Customer Service
One of the Largest Investor Owned Utility Companies in the US
Case Study
Business process simulation enables large utility
company improve process efficiency
By enabling the client to simulate what-if-scenarios, Patni helped a large utility
company make significant process efficiency improvements.
The Client
The client is a very large
electric utility company in
North America.
The Challenge
The client was in the process of transforming itself from a business
unit-centric organization to a process-centric organization aligned
along its end-to-end processes. In line with the change that was
taking place across the organization, the IT department was also
being reorganized. However, the client wanted to validate the
processes of the IT department that were constructed during process
discovery workshops before actually rolling them out. The major
challenge for the client was to "stress" test the processes to confirm
that they would be able to handle the high volumes typically handled
by the IT department
For this particular assignment, the scope of the validation included
the following family of IT processes:
Client Needs Assessment
Client Communications Management
Demand Management
Project Prioritization
Project Prioritization
The Solution
Patni collaborated with the client to model the proposed IT processes and
sub-processes using Savvion's Process Modeler. Once the processes to be
tested were modeled, various simulation scenarios were created to model
situations with differing types of projects and numbers. These scenarios
also took into account the mean times for each process step, resources
required for running the processes and their associated costs.
The proposed processes were then tested using the scenarios to validate
their capability to handle the expected process volumes. Further,
potential bottlenecks that were leading to longer cycle times were
identified and remedial measures were recommended. Other statistics
associated with the process such as cost to run the process, resource
usage, idle time and average queue length were also estimated.
A prototype of the process was also published to help the business user
track each step in the end-to-end process from the logging of a client
request till the resolution of the request.
The Technology
BPM Suite: Savvion BPM
Studio.
The Benefits
The process modeling and simulation exercise yielded the following
benefits to the client:
Gave business users a visual representation of the model to
understand the end-to-end process
Identified logical gaps in the proposed process that were not
apparent in the original MS-Visio based process maps
Enabled what-if analysis scenarios on the proposed process before it
was implemented
Gave business users the ability to execute the modeled process
without much change by IT.
