 Case: Pels Rijcken & Droogleever Fortuijn |
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De organisatie
De advocaten en notarissen van Pels Rijcken & Droogleever Fortuijn leveren juridisch maatwerk. Met vakmanschap en intellectuele scherpte werken ze voor toonaangevende cliënten. Vaak doen ze dat in de rechtszaal. Het kantoor heeft veel ervaring in de publieke sector.
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Case: ING Real Estate Finance / Real Estate |
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Real Estate Finance (REF) is part of the Real Estate department at ING. The Finance department is responsible for financing the activities of the ING real estate department. Among other things, this includes issuing mortgages to real estate customers, entering into large-scale and other syndicate loans with other financial institutions, and consulting on and issuing 'special product' financing.
Proposition
Given that ING is a listed company in the United States, it must also comply with United States legislation. The Sarbanes Oxley (SOx) Act was created to stop the large-scale stock market scandals of the past from recurring in the future. The SOx Act requires all directors of listed companies to personally guarantee the correctness and completeness of the company’s annual figures to the NYSE.
Our role
The SPRING UNITED consultant was charged with the task of producing a detailed description of all processes, and publishing it at a central location (the process portal). SPRING UNITED also used its expertise to produce an overview of the risks and control measures of the most important processes. Work commenced with a thorough analysis of the processes described, in which the key risks were defined. For each key risk, one or more key controls were defined which purpose was to mitigate the key risk.
All processes, risks and controls were then set out in a Risk Framework. As part of the ‘In Control’ framework, periodic (monthly) ‘tests of effectiveness’ are carried out. These tests are the mechanism designed to monitor and ultimately prove that the controls have been effective, and that the company is ‘in control’.
Our added value
The process-based approach allowed Real Estate Finance to set up a comprehensive Risk Framework, easy to understand because it takes the processes themselves as the starting point. The managers of ING REF are up-to-date on the content of the controls, and can carry them out independently. The first test of effectiveness proved that the controls were effective, and allowed ING REF to issue its first SOx statement – In Control. |
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Case: Province of Groningen/regional government |
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The Province of Groningen is a government body that communicates at various levels with the residents of Groningen. For example, residents can apply for permits or subsidies, or request information on roads and waterways, environmental control, zoning plans and industrial parks. The Province is also responsible for informing residents on investments, and providing information on the number of cases processed. In so doing, the intensity of the contact maintained by the provincial authorities with residents, companies and institutions varies, and often involves several departments and officials. Some matters are also brought before the Provincial Executive.
The proposition
Digital support for communications and case processing is provided by a customised FileNet Panagon system. This platform was due to be upgraded, with the new priority that as many standard components as possible should be used, and that Functional Management would be given a pivotal role in case processing. The new system ultimately would also have to be able to replace paper documents (digitisation).
Our role
SPRING UNITED consultants developed a generic criterion process in which the basic document stream, collated and ordered according to case, is processed by the responsible officials and the Provincial Executive. The process was set up based on the existing system, and further developed and improved in a workshop setting with those involved. The process was ultimately realised in FileNet P8, as part of which the SPRING UNITED consultants coached the technical developers as project/team leaders, in order to ensure that the customer's needs be met. Following a successful data migration, the system was put into operation by the organisation under the supervision of SPRING UNITED. Following this initial success, a BPM process was used to analyse, develop and implement the permit and subsidy processes in collaboration with those involved. The implementation of these processes has led to a change in the way the officials think, such that people are now thinking about how the entire organisation can start working in a case-oriented fashion.
Our added value
The The SPRING UNITED consultants’ BPM approach and knowledge of FileNet have had a clear influence on the projects and the new working method within the organisation. This approach gets employees involved in the description and improvement of processes at an early stage. The time required for development and implementation was reduced through good-quality project management and eliminating resistance within the organisation. The ideology of the ‘learning organisation’ and cyclical process improvement was gradually adopted, meaning that the organisation is now ready for the next step in the improvement process, and for the further expansion of a process-oriented and case-oriented approach. |
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Case: Rabobank Nederland Trade Services |
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The Rabobank Nederland Trade Services department provides its customers with documentary products/services that enable them to reduce or eliminate risks in international trade (risk mitigation). The products involved are letters of credit, bank guarantees and direct debits. Trade Services serves all of the Rabobank’s SME and corporate customers.
The proposition
The Trade Services department deals with processes and products that are very knowledge-intensive. Trade Services wanted to streamline its processes so that it could deal flexibly with the fluctuating market supply. For this reason, the decision was made to optimise the Trade Services processes using the Lean philosophy, which aims to reduce processing times and increase productivity whilst keeping quality high.
Our role
SPRING UNITED’s approach is geared towards process knowledge. Work began with the analysis of the existing operational data, such as production speed and planning effectiveness. This process identifies various types of ‘waste’, as defined by Lean. Defining the various types of waste allowed the determination of potential areas of improvement within the operational processes, which were then further analysed and taken up as ‘quick wins’ with the help of internal resources.
SPRING UNITED was also asked to embed the new guidelines within the department’s reporting processes. To this end, our consultant developed a new reporting method in combination with the Management Information System (MIS) department.
Our added value
Due to the pragmatic project approach, the Lean culture now permeates the entire department. Everybody is aware of why the processes have been streamlined and all employees have been trained in the Lean principles and are fully aware of the advantages this provides.
A report was created depicting the daily guiding mechanisms (such as productivity and processing time), which is used to direct the processing teams. Because these figures are also shared daily among the various teams, everyone has taken on a feeling of responsibility regarding the department’s performance. The team managers now have the tools for making an independent waste analysis, allowing them to maintain efficiency within their own processes. |
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Case: Grote Internationale Verzekeraar |
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Lean Six Sigma is als methodiek ingezet om onder leiding van een Lean Six Sigma Green Belt callcenter processen te optimaliseren. Binnen het callcenter van de verzekeraar had men last van diverse knelpunten.
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Case: Ahold Store Development / Retail |
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Ahold Store Development is responsible for the development, furnishing and renovation of all stores within the Ahold concern. This responsibility includes ensuring that the ONW process (Open Next Week) runs correctly and according to schedule.
The proposition
The ONW process is a very involved and intensive one, whose objective is to completely fit out or renovate a store within one week, so that the next week it can open its doors. The process is marked by a very tight schedule and a large number of suppliers and subcontractors. It is essential for Ahold Store Development to maintain a hold on the process at all times, including the subcontractors.
Our role
The consultants of SPRING UNITED were asked to analyse the process, and to produce a digital version of it in a workflowmanagement/documentmanagement environment. The first step was to carry out a thorough process analysis, in which the entire process was described with the help of all parties involved. In this manner, all dependencies within the process were brought to light. The next step was to model the processes in File Net. The subcontractors were also linked to the process, allowing Ahold Store Development to maintain full control. SPRING UNITED also set up the FileNet DMS so that all documentation can be stored centrally during the ONW process.
Our added value
By hiring SPRING UNITED, our customer obtained a digital process allowing it to maintain control of both subcontractors and the timeline of the ONW process from a distance. The process was designed in FileNet in such a way that whenever a deadline is missed, the entire schedule shifts accordingly. Every delay therefore has an immediate effect. |
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Case: Rabobank International Financial Logistics/Financial services provider |
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Rabobank International’s Financial Logistics department provides customers with fully-integrated payment products, such as account keeping, internet banking and credit cards.
The bank’s customers include both major Dutch and international companies.
The proposition
The Financial Logistics department needed to implement a migration, in order to move its customers from an outdated payment application to the new version. This meant that the department needed to be prepared for processing a larger number of customer transactions than normal. The migration required effective technical management, and the department needed to be prepared in organisational terms for the anticipated higher production.
Our role
The involvement of SPRING UNITED focuses on process knowledge and interim management. Work began with the analysis of the existing operational data, such as production speed and planning effectiveness. Based on this analysis, a number of improvements were suggested and implemented. In addition to process improvement, a SPRING UNITED consultant was also hired as an interim team manager to take over the daily management/direction of the department.
Our added value
The pragmatic approach to the project meant that the department got on its feet very quickly. A reporting tool was created that took the daily production figures and added them automatically to the monthly management information. The department is now ready for the migration, and can be easily scaled up using the clearly established procedure, explained in clear terms for new employees. |
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Case: DWR and the Ministry of Social Affairs and Employment/National government |
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DWR is the programme covering the development of the national government’s digital workplace. Rijksweb, a part of this project, provides a central location for all ministry employees where they can search for, find and publish information, as well as create forums for collaboration. This shared platform, which crosses ministerial boundaries, is unique in the history of the Netherlands. Before it can be completed, several obstacles will need to be overcome. The first version was released in the first half of 2009.
Under the inspiring leadership of Minister Donner, the ministry of Social Affairs and Employment (SZW, www.szw.nl) has taken on a large number of major policy issues. For example, the subjects of Invalidity Insurance for Young Disabled Persons (Wajong) and the partial unemployment benefit have received a lot of media attention in recent months, partly due to the credit crisis. The BIDOC team from the Communications department takes care of the file compilation and the publication of documents relevant to SZW matters that are drawn up internally and externally. These may be parliamentary documents or publications by SDU or Kluwer (‘external collections’). The process of collecting, entering, enhancing, classifying and publishing requires considerable knowledge and is labour-intensive. The ultimate product consists of published policy files.
The proposition
The process running from input to the publication of documents at SZW is currently carried out by an application created specifically for SZW, which can no longer be supported. As all ministries employ this same process, the decision was made to support the publication process using an application to be developed by DWR, based on ECM and government-wide standards. The publications in the form of policy files will be given a home on the Portal; the management application for the policy files will be included in the standard digital workplace. The consultants at SPRING UNITED were charged with the task of analysing the existing processes and constructing them in such a way within a standard FileNet P8 environment, so that the current working process can be properly supported by SZW. The system also had to be configurable so as to be made suitable for policy file management within other ministries.
Our role
SPRING UNITED provided a consultant to act as a mediator between the end users (primarily at SZW, and later at other ministries) and the technical developers. Working with the customer, the process was analysed and prepared for implementation in FileNet P8. The end result of this procedure was an extensive functional design that meets the needs of the users, whilst taking the characteristics of FileNet into consideration. The project has been realised by a team of specialists, in which SPRING UNITED played a coordinating role with a strong emphasis on safeguarding the customer’s wishes and meeting the established quality requirements. By acting as a link between the customer and the technical developers, communication ran smoothly and to the satisfaction of both parties.
Our added value
SPRING UNITED has shown that complex IT projects can be completed on time and within budget – even in environments where major political interests are at stake. Objectives are achieved through division into sub-projects, focus on the right matters and having an eye for details important to the customer. This approach, as well as the solid process structure and the thorough setup of the ECM platform, will allow the project to spread out to other ministries, increasing the number of customers to include the entire national government. The policy document management environment will become part of the standard workplace within the government. The SPRING UNITED consultant provided the necessary link between people, process and technology, ensuring that the products met customer expectation and that they were completed several days before the scheduled production date. It is for this reason that SPRING UNITED’s involvement has been extended, to make a positive contribution to future projects. |
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