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8/3/2019 BPI-Nesma Darwish

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Business Process

ImprovementXerox customer survice case study


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Agenda

What does Xerox do ?

Problem definition

Xerox Departments

Process Inventory

Prioritization of the processes

Establishing the Foundation

The 8 sections

Process Map

Solution and Results

Summery

Here comes your footer Page 2


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document technology and services

Printers

multifunction devices

production publishing systems

managed print services and related software.



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What does Xerox do? Cont.

We continue to build on this heritage of innovation today. Andnow, through our acquisition of Affiliated Computer Services (ACS),

were also a leader in business process and IT outsourcing



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Agenda


Problem definition

Xerox Departments

Process Inventory



The 8 sections

Process Map


Summery



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Problem definition

Over 10,000 items of printed, e-mail, faxed and hand written customercorrespondence received per day

The processes for reading, responding to, and filing this were whollymanual

Resulted in poor quality customer service which in turn impacted oncustomer satisfaction and retention

Extremely costly in terms of both human resource and office space.

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Agenda


Problem definition

Xerox Departments

Process Inventory



The 8 sections

Process Map


Summery



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Xerox Departments

Customer Service

Engineering

Research and Development

Information Technology

Marketing

Sales

Global services



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Xerox Departments

Customer Service Engineering

Research and Development

Information Technology

Marketing

Sales

Global services



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Agenda


Problem definition

Xerox Departments

Process Inventory Prioritization of the processes


The 8 sections

Process Map


Summery



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Process Inventory

Client relationship management:

Calling for Information

Calling for new offers

Order/ Change order:

Ordering products

Changing orders

Issue resolution:

Owner: team leader

Receiving complains

Receiving Questions

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Process Inventory cont.

Prioritization:Impact

Implementation

Current State

Value

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Prioritization:Impact

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Number affected Client level

Client relationshipmanagement

2 2

Order/ Change order 2 2

Issue resolution 2 2


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Prioritization:Implementation

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Time to market Funding Time of next cycle

Clientrelationshipmanagement

3 3 2

Order/ Changeorder

2 3 2

Issue resolution 2 3 2


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Prioritization:Current state

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Client Satisfaction Pain level Process Exists ?

Clientrelationshipmanagement

1 1 0

Order/ Changeorder

1 2 0

Issue resolution 3 3 0


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Prioritization:Value

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Benefit / Return TOTAL

Client relationshipmanagement

2 16

Order/ Change order 3 17

Issue resolution 320


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Agenda


Problem definition

Xerox Departments

Process Inventory



The 8 sections

Process Map


Summery

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Process name

Process Owner

Description

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Scope:

Start

End

Process Responsibilities

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Client

Client Needs

Stakeholders

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Measurements of success

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Agenda


Problem definition

Xerox Departments

Process Inventory



The 8 sections

Process Map


Summery

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Process Map

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Agenda


Problem definition

Xerox Departments

Process Inventory



The 8 sections

Process Map


Summery

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The Solution Fully automated e-mailroom, efficiently processing and cataloguing allinbound insurance and retail banking correspondence

Full enterprise content management service automating downstreamcustomer communication distribution and processing.

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The Results Faster and more responsive customer service including same dayturnaround of insurance claim settlements versus previous 7-day resolutiontime

No mislaying of key customer documents

Operational cost savings through reduction in calls to service desk and lessemployees handling correspondence

Significant reduction in volumes of paper being used.

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Agenda


Problem definition

Xerox Departments

Process Inventory



The 8 sections

Process Map


Summery

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Any Questions?!

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THANK

YOU

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