ABSTRACT
Especially large organizations with the complex service products, are realizing that there is only so much their IT systems can achieve in terms of improving their business operations. Even where core systems are effective and efficient, it is becoming increasingly difficult to further improve the overall operating efficiency and customer service effectiveness to meet increasing customer and shareholder expectations. In most large organizations, the basic back-office processes have remained predominantly unchanged for many years, even decades. In the financial services industry, for example, the basic banking, insurance, and investment-processing procedures have been passed down for generations. Organizations are redesigning and modeling business processes and then “uploading” them into the executable work management systems. Even if “out-of-the-box” vendor solutions are used as a starting point and modified to an organization's business requirements, there still needs to be a process-led implementation project.
