Enabling Digital Excellence Through Business Process Management and Process Frameworks

Chin-Gi Hong () and Christian Dietze ()
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Chin-Gi Hong: Detecon International GmbH
Christian Dietze: Detecon Consulting FZ-LLC

A chapter in Future Telco, 2019, pp 341-348 from Springer

Abstract: Abstract New digitization technologies, such as Artificial Intelligence (AI), Big Data and Machine-to-Machine Communication (M2M), are becoming widely available. These technologies come with tremendous potential for improving the efficiency and effectiveness of business processes through increased automation. In order to approach such digital transformation endeavor in a structured manner and to be able to effectively rake these benefits, an integrated BPM lifecycle approach is strongly recommended. The BPM lifecycle as described within this article at hand consists of nine distinct but interrelated elements. These elements are (1) Process Diagnostic, (2) Strategic Alignment, (3) Framework Design, (4) Training and Awareness, (5) Process Design, (6) Process Ownership, (7) Process Performance Management, (8) Process Implementation and (9) Continuous Improvement. In addition to applying such BPM lifecycle approach, it is also strongly recommended to make use of process reference frameworks. The de-facto standard in the telecommunications industry utilized by many operators is the Business Process Framework (eTOM) which has been developed by the TM Forum. Such frameworks provide a holistic view on all business processes within an organization, and hence, can be used in order to identify the processes which are impacted by a digitization project in a cross-departmental end-to-end manner.

Keywords: Process management; BPM lifecycle; Digitization; Digital transformation; Process framework; eTOM; Process automation (search for similar items in EconPapers)
Date: 2019
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DOI: 10.1007/978-3-319-77724-5_30

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