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End-to-End (E2E) process analysis for troubleshooting
Project duration: 6 months
Brief description
The customer's service organisation wants to understand and improve its current end-to-end (E2E) troubleshooting processes. While processes centre around the customer journey, the efficiency of service delivery to customers is directly influenced by the ability of service employees to interact smoothly with multiple tools, manage handovers between teams without friction and execute tasks efficiently. PTA analyses the impact of the digital service tool landscape on E2E troubleshooting processes and advises on areas with potential for improvements. PTA follows a collaborative and co-creative approach. An initial short familiarization phase is used to understand customer needs in more detail and refine the scope. Interviews and collaborative online workshops are conducted with tool product owners, mapping E2E scenarios with digital service tools and service roles. Value-based E2E troubleshooting processes are modeled, analysed in detail and recommendations regarding focus areas derived.
Supplement
PTA analyzes project requirements, coordinates the problem statement and project scope with the client, and identifies relevant scenarios, digital service tools, and roles through interviews and collaborative remote workshops. Based on this, PTA models and analyzes the end-to-end troubleshooting processes with a focus on tools, roles, and workflows. In doing so, the impact on service employees´ work methods is examined, and areas for action and recommendations for the next steps are derived. In addition, PTA defines and implements a navigation structure within the ADONIS BPM solution, models end-to-end processes, and documents key findings in an analysis report. Furthermore, PTA handles project planning, reporting, and coaching during the transition from a tool-centric to a value-oriented end-to-end process view.
Subject description
E2E processes, by their very nature, operate across numerous operational boundaries (process, tools, documentation, initiatives, regions). Service employees must navigate a complex landscape of tools and processes to manage service cases, necessitating extensive training and a deep familiarity with a complex tool landscape and service procedures. The way in which global and local service processes are currently executed lacks clear integration. This results in operational inefficiencies and potential non-compliance in process execution. Furthermore, without consistently documented as-is processes, scaling successful local practices and implementing new strategic initiatives is difficult. The customer describes the project outputs and recommendations as insightful and intends to use them as basis to shape future service business processes and related digital service solutions.
IT project data
- Industries medical technology
- Specialist tasks BPM: process design, business process analysis, consulting, documentation, IVD (in-vitro-diagnostics), process analysis, project management, quality assurance, questionaires, Reporting, requisitions
- DP tasks Business Process Management
- System environments organizational consulting
- Procedure model customer standard
Project period15.09.2025 - 20.03.2026
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