Process Performance Management in Securities Operations at CREDIT SUISSE

Olaf Klein and Dirk Kogelschatz
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Olaf Klein: Credit Suisse Zürich
Dirk Kogelschatz: Credit Suisse Zürich

A chapter in Corporate Performance Management, 2006, pp 135-152 from Springer

Abstract: Summary Credit Suisse is following an ongoing initiative to implement a complete process orientation in its securities operations applications. Part of this initiative forms the monitoring of processes with the intention to obtain more information about executed process instances and thereby identify opportunities for continuous process improvement. Therefore, ARIS Process Performance Manager first was evaluated in a pilot study and subsequently implemented into the existing application landscape for securities processing. Today, the operations unit monitors its compliance to the time standards for execution defined in the service level agreements (SLA) between the different business units. Moreover, loops in the execution of processes or the cost drivers, like required manual interventions or delays due to communication with external parties become transparent.

Keywords: Business Process Management (BPM); Business Performance Management; Process Performance Manager (PPM); Key Performance Indicator (KPI); Service Level Agreement (SLA) (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-540-30787-7_9

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DOI: 10.1007/3-540-30787-7_9

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