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Field service process documentation
Project duration: 6 months
Brief description
The customer's service organisation aims to document its field service processes. While process documentation exists at multiple levels, the execution of global and local field service processes lacks clear integration and is focused on tools rather than workflows. This results in operational inefficiencies, potential non-compliance in process execution as well as difficulties in scaling successful local practices and implementing new strategic initiatives. PTA documents the current field service processes in BPMN, focusing on end-to-end workflows. A collaborative and co-creative approach is used, including structured interviews with subject matter experts and iterative modelling of processes, service tools and service roles. Key elements of this approach are the systematic use of active listening techniques and communication-oriented process model variants. Together, they enable stakeholders to form a shared understanding of structure, terminology and level of detail before formalising the models.
Supplement
Problem Definition & Elicitation: Conduct an initial familiarisation phase to understand customer needs, define a clear problem statement and scope. Analyse existing materials, including internal websites and process models from related initiatives. Conduct structured interviews with subject matter experts, focusing on end-to-end workflows across roles and tools. Analysis & Modeling: Model field service processes in BPMN, including service tools and service roles. Apply an iterative, communication-oriented modelling approach to align stakeholders on content and level of detail. Tool & Documentation: Define and implement a navigation concept within the ADONIS BPM solution. Model field service processes in ADONIS, establishing a consistent and interlinked process landscape. Project Management & Communication: Perform project planning, tracking and reporting. Provide coaching on shifting from a tool-centric to a value-oriented process view.
Subject description
The customer explicitly highlights the value of the iterative, communication-oriented collaboration and its direct impact on the outcome. The use of intermediate process model variants enabled stakeholders to quickly understand expectations and contribute effectively, significantly accelerating the documentation of their complex field service processes. For the first time, a consistent, end-to-end and value-oriented process landscape for field service processes has been established. The customer describes the resulting models as practical and easy to use. They provide clear guidance for process users and will support faster onboarding of new service employees. The process models create transparency across the process landscape and will serve as a basis for systematically updating existing processes as well as designing future field service processes and related digital service solutions.
IT project data
- Industries medical technology
- Specialist tasks BPM: process design, business process analysis, consulting, documentation, fund reporting, IVD (in-vitro-diagnostics), process analysis, project management, quality assurance, questionaires, 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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