Case 1:Selection of outsourcing scope using BPMN
Client Description
- Industry
- Real estate
- Task Category
- Support desk
- Team Size
- Approximately 20 people
- Applicable Model
- BtoC
- Task Description
- Telephone inquiry service related to housing
Background
The company had concerns about business continuity in terms of human resources.
The inquiries were highly complex and difficult, and it was necessary to assign knowledgeable personnel.
The company was concerned that it would not be able to secure competent personnel in the future and requested us to identify the scope of work that should be outsourced in order to make effective use of their human resources.
Solutions
Convert the inquiry operation from “cellular production style” to “assembly line style”
Utilize BPMN
Identify and distinguish the scope of work to be handled by skilled personnel and any other work.
Convert the target operation to an “assembly line style”.
Improve operational efficiency by assigning tasks according to the level of proficiency.
Service Used
BPRescue
Consulting service which identifies issues and analyzes the causes of such issues using BPMN* to suggest improvement measures most appropriate for the client. *BPMN (Business Process Model and Notation) is a method of representing
