Using business process management to adapt to an ever-changing environment

Using business process management to adapt to an ever-changing environment

We can help you identify areas of improvement to create a more efficient and effective organization by analyzing processes that make up the core of your business. Implementing changes that support new or more practical business processes will help your organization achieve desired results.

Business Process Management

Defining how a company analyzes, builds, modifies, and maintains its business processes

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If you are looking for efficiencies, optimization, and transformation in your business processes, NorthStar can partner with you to get the most out of your business.  To facilitate the effort, we take a holistic approach by first evaluating and assessing your current state of software, hardware, processes, and people.  Then, we lead and implement so that your business processes are optimized and supportable.

Leveraging our business process experience, NorthStar Solutions Group works with clients to:

  • Define business objectives and goals
  • Perform analysis on resources and readiness
  • Map current and future state models and processes
  • Identify tools and technologies to meet specific needs
  • Build governance and operational frameworks to enforce changes
  • Implement and automate business process changes
  • Monitor, measure, and analyze key results to determine actions
  • Manage and update processes based on findings

Progress is impossible without change; and those who cannot change their minds cannot change anything.

— George Bernard Shaw

Irish playwright, critic, polemicist, and political activist (1856 - 1950)

Benefits of efficient business processes

  • Improve business agility.  Companies must have the ability to react to change. Whether due to a worldwide pandemic, new technologies, or new competition, adjustments demand a quick response in order for companies to remain competitive.
  • Ability to derive actions from measurability.  Being able to measure processes gives companies insights into how they are doing.  It allows them to take corrective action if they get worse or to continue the upward trajectory when they get better.  
  • Establish framework for continuous improvement.  Information provided as part of a business process enhancements ensure decisions governing changes are backed by evidence.
  • Increase visibility.  When stakeholders and team members have visibility into functioning processes, their confidence increases and they are able to focus on their roles.
  • Enhance repeatability and adaptation.  Companies can leverage their well-functioning processes to inform and guide future business process changes.  

 

Results of our work

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    • Business Process Management
    • Customer Experience Improvement
    • Program & Project Management
    • Talent Management

    Fortune 50 Telecommunications Company

    Supporting and coordinating our client’s OKR business process change

    What the client asked for

    NorthStar is providing talent services to our client’s streaming apps team to support and coordinate their Operational Key Result (OKR) business initiative for 8-10 teams.  Our client was looking to focus the effort of their Stream App group on work that would have a proven and measurable result for their customers.  Previously, there was no clear way of correlating the work done directly to customer value.  

    How we approached it

    With NorthStar talent as the supporting Program Manager and Coach, we built a working partnership between Product Owners, Developers, QA, and Operations Support to define and clarify the most important needs for stream customers.  These needs were targeted as the group's objectives.  Capturing these needs and determining how to quantify them into Key Results (KRs) was a major mindset shift for the group.  With NorthStar guidance, the teams had to decide what would best help "move the needle" for their customers for the targeted areas.  Capturing, ranking, and measuring the projects with this focus in mind was a new challenge for the teams.

    How the mindset shift helped meet the goals

    With the help of NorthStar, our client reached several industry goals. All of the new teams were able to create concrete goals (objectives), with supporting metrics (key results) to build towards those goals.  The teams were able to prioritize and focus on projects related to these goals.  NorthStar has expanded their support of this effort to two additional areas and continues to lead and manage the implementation of projects focused on our client's objectives. 

    • Business Process Management
    • Program & Project Management

    Travel Technology Company (Largest Global Distribution Systems Provider for Air Bookings)

    Performing business process engineering and gap analysis to support organizational change

    The business problem

    The Utilities Division of a multi-million-dollar manufacturing company was experiencing dramatic growth and was growing out of its antiquated Excel-based quotation, estimation, and engineering tools. NorthStar was engaged to perform a current state assessment of the end to end Quote to Cash flow, design high-level future state process flows, conduct a thorough gap analysis between desired future state and the current state, provide an implementation plan for closing the gaps, and conduct an ROI to justify moving forward with the plan. Following an 8-week engagement, NorthStar completed all required deliverables and was subsequently awarded the contract to implement the proposed plan.

    NorthStar's approach and solution

    As part of the Readiness Assessment for the second phase of building and deploying a new, customized CPQ application with close integration with their ERP (Epicor), we determined that our client did not have a defined approach to system development.  Given our expertise in numerous methodologies, we customized a hybrid Waterfall/Agile approach tailored for their specific needs and ability to adopt and execute effectively.  Our client’s adoption of this approach allowed for more efficient system development and matured their culture to follow an established process.  NorthStar continued to provide guidance in the form of Agile Coaching as they wanted to move more toward that methodology.  As well, creating the training materials for this application is in progress and will be completed by the end of 2020.

    • Business Process Management
    • Business Transformation
    • Execution & Delivery

    Top Regional Healthcare System

    Facilitating a content & digital marketing assessment

    A large regional healthcare provider requested services from NorthStar Solutions Group to resolve the following challenges: 

    • The client had 13 websites housed in 7 different domains. Each site had a different tool and method for content management, with several sites managed by external vendors. The client’s team was unsure how many pages they would need to migrate, and the level of effort required.  
    • Lack of unified reporting platform to examine usage, detect trends, and optimize their websites.  
    • Their reporting platform was underutilized, and the team was unsure how to apply learnings to site optimization.  
    • The current digital strategy was outdated and disjointed.  

    Throughout the engagement, NorthStar streamlined and transformed: 

    • Content inventory 
    • Information architecture analysis & recommendation 
    • Path to content migration 
    • Analytics capabilities 
    • Digital marketing capabilities 

    NorthStar provided a content inventory of 13 websites under the client’s umbrella. The final report identified over 1,300 content pages that would require evaluation and possible migration to Sitecore. Of those pages, more than half were examined to provide a matching Sitecore page type, and to identify if other components would also require migration.  NorthStar completed an analysis of the Google Analytics Reports and Dashboards and created a detailed list of all available reports, along with recommendations for additional reports that can be created to provide insights to the Digital Marketing team. NorthStar also provided a high-level explanation of the Sitecore Experience Analytics platform and offered a customized approach that the client’s team could follow to improve visibility into user behavior and engagement with their website.  

    • Business Process Management
    • Execution & Delivery
    • Organizational Capabilities

    Fortune 50 Telecommunications Company

    Implementing an audit process to increase efficiency in the production of deliverables

    NorthStar Solutions Group was selected to improve the contract authoring and audit processes for a Fortune 50 Telecommunications Company.  The company faced many challenges while generating deliverables due to the labor-intensive nature of the process. Frequent data requests were being addressed through manual Content Management System updates requiring lengthy data entry and data authentication projects. The manual data entry strategy was resulting in human error and the repetitiveness of the data entry tasks put constraints on the validity of the quality assurance process, both resulting in inefficient time management. When the process became backlogged, the department and the customer became adversely impacted.  

    Project goals: 

    • Gain visibility from various department members into the needs and requirements of the entire process 
    • Create a broader project plan to provide expectations and warn of potential constraints 
    • Diversify and automate tasks within the team to alleviate the repetitiveness of the tasks and reduce human error 
    • Utilize statistics and weekly reports to establish a series of ongoing project plans to track and manage data entry and quality assurance tasks 

    By focusing on the core NorthStar principles of simplicity, operational efficiency, and continuous process improvement, NorthStar consultants implemented an effective solution.

    • Created a system audit to provide data consistency through Content Management System  
    • Integrated disparate systems to achieve conformity throughout data entry process  
    • Used SQL to query back end systems to reduce manual workload  
    • Defined logic to standardize data entry process  
    • Created support documentation and training materials  

    These were all accomplished without the use of expensive resources or outside vendors, hence creating a valuable solution which resulted in a more efficient method of producing deliverables and a more productive department within the company.  The new tool reduced the amount of time and manual effort by simplifying the audit process through automation and reduced the number of errors impacting clients.   

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