Business process monitoring: BT Italy case study

Abstract

This paper presents the case study of BT Italy, which has implemented a performance dashboard to monitor business processes to deliver customer services. Top Management had a punctual view of the business processes, performance, such as Order Acquisition, Order delivery. Nevertheless, it wanted to enhance the end-to-end view to take actions improving the customer experience and reducing the lead time. The project objective has been to build a model to monitor the performance of customer services business processes, such as from customer's service request to service delivery and bill. Higo has been the main framework to define and select key performance indicators. The first part of the paper presents the BT scenario, the second part describes the performance monitoring model and the performance dashboard. The last paragraph presents the expected benefits and the conclusion of the case study. © 2008 Springer Science+Business Media, LLC.