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Complexity hampering connectivity
As a mature communications services provider with multiple service offering (i.e., mobile, fixed, TV, etc.) catering to a large multinational customer base, Ooredoo Qatar’s internal process architecture is complex by nature and contains interdependencies. Its increasingly sophisticated products and service offerings as well as growing customer demands required seamlessly connected processes. But its process management activities were earlier based entirely on Microsoft® Visio, which lacked the ability to reflect critical operational details, process hierarchy and performance indicator linkage which impeded transparency and true reflection of the operations for the stakeholders as processes. It was time for an overhaul.
“We were ready to turbocharge our process architecture and journey. We had a clear vision of where we wanted to be, and we needed a future-proof powerful tool that would help us realize our process management goals, and to realize it fast.” said Head of Process Management Team.
Ooredoo Qatar selected ARIS as their process management tool because it offered all the functionality it was looking for: ease of process modeling, process governance features, process framework with hierarchy embedded, a robust set of features, all operated with a simple GUI—and crucially, compatible with its industry best-practice standard eTOM. As part of the process platform transformation, Ooredoo Qatar, Software AG and Consulta (implementation partner for ARIS), worked together to configure and transfer the entire process architecture to the ARIS suite, which they completed in less than 6 months. Then, using ARIS’s powerful feature set, they embarked on new sophisticated way of process mapping and modeling, establishing process governance through workflows, developing various process object libraries and performance dashboards for company-wide accessibility, and importantly making processes flow and related documents accessible to all stakeholders through a single platform. Detailed customization of tool features and establishing governance automation & hierarchy created a unified matured process architecture on a single platform. The implementation of ARIS platform has catapulted Ooredoo Qatar to the next level in terms of Business Process Management (BPM) maturity – truly one of a kind among regional peers and competition.
Ooredoo Qatar’s new BPM platform has completely altered its process landscape, delivering:
Ooredoo’s transformation is an impressive example for how advanced BPM tools and the end-to-end visibility they provide can empower human talent to strive to be better. Now, a process “culture” has started to take hold at the company enabling IT and business stakeholders working hand in hand with process team to deliver results and scale excellence. Already, the maturity gains have cemented the company’s position at the top of its industry. The next stop on Ooredoo’s process journey will likely to tap into process mining, enhancing its already impressive process simulation with AI-driven intelligence capabilities. A fitting next step for an organization living up to its motto of “seamless connectivity.”