A holistic model to transform business processes
Winning in today’s dynamic markets requires enterprises to be more agile. And this agility comes from having fluid business processes that can rapidly execute an enterprise’s business goals.
Processes across enterprise functions must be embedded with the capacity to respond to challenges and opportunities as and when they arise – whether it’s disruption, competition, or change in customer expectations. However, many enterprises find it difficult to achieve this state of operations because of inflexible processes, legacy technologies, and strategies that are not tailored to the unique requirements of different markets.
Infosys BPO has managed large and complex processes for more than 150 clients – across global locations and industries. Most of our clients have been with us for many years, and this multi-year view of engagements has given valuable insight on how transforming processes is key to transforming the business.
We realize that enterprises need a holistic framework that addresses evolving business process requirements – from design to delivery. That’s why we created the Process Progression Model™ (PPM) to address the complete cycle of objectives of the three stages of progression of a business process – Operate, Optimize and Transform.
PPM takes client processes on a journey of progression and continuous improvement. Irrespective of the existing state of the client process / industry / function, the model is geared to transform the process through an evolution curve of higher process maturity, measurable business outcomes, and enhanced client customer satisfaction. This is achieved by leveraging themes of effective service delivery, proficient workforce, knowledge management, automation, risk and compliance.
PPM is designed keeping in mind the complete cycle of Operate, Optimize and Transform objectives of every business process. We believe that processes go through three stages of progression in a very systematic manner. And to get to each stage, our ‘Assess-Design-Establish (ADE)’ framework is deployed.
PPM model is designed on the premise that processes progress towards the set goal in a staged manner, the three stages being:
Over the years, we have built a deep understanding of business processes and how they can be transformed. Each business situation is different and applying the right set of levers at each stage is critical to move to the next stage. Our ADE framework helps in identifying the levers that need to be applied to ‘change’ the process and advance it to the next stage.
Best practices from more than 3,000 Six Sigma and Lean projects, Business Value Realization (BVR) case studies, transformation delivery models developed for specific clients are embedded into the PPM. Based on the transformation levers that are part of PPM – such as Quality, automation, BVR, etc. – we have delivered compelling benefits across our client base:
Brochure: Process Progression Model™ (PPM)
Whitepaper: Process Progression Model: A holistic model to transform business process
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