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 functional 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 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, changes 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 and can take corrective action if they get worse or 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 are able to focus on their roles.
  • Enhance repeatability and adaptation.  Well-functioning processes can be leveraged when other business process changes are needed.  

 

Results of our work

View All
    • 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

    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.  

    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.

    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
    • 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.   

    • Business Intelligence
    • Business Process Management
    • Business Transformation
    • Talent Management

    Fortune 50 Telecommunications Company

    Centralizing interactive voice recognition (IVR) reporting environment

    This Fortune 50 company contracted NorthStar for our talent to help where they struggled with the lack of a robust portal for reporting needs in order to drive business decisions/issues quickly and efficiently.  The current environment provided users access to reports but with less visual appeal and effective, intuitive navigation.  Many reports available at that time were detail-based and lacked a higher-level approach.  In addition, many questions surrounding report accessibility, displayed results, metric definitions and overall navigation were handled without the use of any formal communication channel.

    The business’ environment possessed backend data in tables and other SQL objects whose formats were not as conducive to best practices for BI report development.  The data was relational for the most part but more detailed-based, less summarized and not completely ID/measure-based. 

    Also, the organization had a desire for a more robust and visually appealing IVR reporting environment from what was currently being accessed by the business. They needed to consolidate detailed IVR reporting via dashboards and incorporate KPIs to allow for high level viewing of key IVR-based metrics, which would enhance the decision-making process.  As well, the reports and dashboards needed to represent a single-entry point for managers and alike, which would generate a wider audience internally for the client and move toward a single source of truth.  

    NorthStar worked with the Client’s SQL team.  ETL processes, encompassing SSIS packages to execute a new set of stored procedures and scripts, were also built to generate the daily backend data for reporting.  From the client’s existing ETL processes and IVR table structures, additional processes were created to populate a set of new IVR-based FACT tables, specific to the needs of client.  With this new structure, best practices were achieved by creating the proper framework for report development. Working in concert with the client surrounding their reporting needs, a suite of detailed IVR reports and KPIs were developed, which not only created an efficient and streamlined environment but a visually appealing one as well.  

    Client Results: 

    • Centralized IVR reporting environment  
    • Designated portal for the business’ reporting needs  
    • Seamless transition from former reporting environment  
    • Broader range of reporting from detailed to high level summarization/KPIs  
    • Visually appealing and intuitive navigation  
    • Consistent access and methodology to daily reporting questions/concerns 
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