Objective
The challenge was lack of end-to-end visibility within the process framework, particularly concerning work executed outside of the four core process applications utilized. This insight deficit extended to the usage of other applications, potentially leading to redundant processes.
Thus, the goal was to comprehensively understand the execution of the end-to-end process by identifying key workflows and applications where most of the participant time was spent, pinpointing participant handoffs, and capturing the frequency and nature of switching between applications. Through this endeavour, the client aimed to gain a holistic understanding of their operational landscape, streamline processes, and enhance overall efficiency.