Case Studies and Success Stories are descriptions of specific business process change projects from the "real world." Some simply describe the successful implementation of a business process change initiative, while others focus on the problems and opportunities encountered using specific methodologies, technologies, applications and tools. All Case Studies and Success Stories are listed here in the order in which they were initially posted to this site, beginning with the most recent posting.

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• Process Mining: Ana Aeroportos de Portugal
  Alberto Manuel - February 07, 2012
  Ana Aeroportos is responsible for managing the entire airport infrastructure in Portugal. They sought to improve their “Change Order” process by making it leaner and reducing the time required for process improvement. Alberto Manuel, a BPM consultant, describes how Ana Aeroportos used Process Mining to successfully achieve their goals of quickly identifying problems and quickly improving their “Change Order” process.
  

• Northrop Grumman Case Study
  Tim Leach - December 06, 2011
  In this Case Study, Tim Leach describes how Northrop Grumman Aerospace Systems, confronted by sizable budget cuts by the Department of Defense and competition from emerging smaller companies, undertook an initiative to become more agile, forcing them to rethink the way they delivered value to their customers. Since the 1990’s process innovation had been limited to isolated improvements incapable of achieving the level of performance improvements required in today’s competitive environment. Read this Case Study to learn how they confronted and achieved their agility objectives.
  

• UPS Case Study
  Dawson Wood - September 06, 2011
  UPS, a long-time process centric organization, recently determined to create greater value for their customers by using their package delivery network to manage the integration of information, transportation, inventory, warehousing, materials handling, packaging and the security of packages. They approached the challenges through several initiatives that were both internal to the company and external or market facing. The results of their efforts have contributed significantly to UPS’ profitability and presence in the global market. Read this detailed account of the UPS journey.
  

• Multi-Chem Relies on BPM Solution to Improve Operational Processes
  Fernando Coronado - February 01, 2011
  Multi-Chem® is a global production specialty chemicals company offering oilfield products, gas well treatments, and pipeline solutions designed to enhance oilfield production throughout the world. As the company grew, they recognized the need to pinpoint the status of approvals required for key documents. Read their story to learn how they arrived at and implemented a BPM solution that fulfilled their needs and surpassed their expectations.
  

• AmerisourceBergen Corporation
  Wendy Werve - January 04, 2011
  As a major distributor in the pharmaceutical industry and as a comprehensive pharmaceutical services provider, AmerisourceBergen Corporation has several relationships with manufacturers, pharmacies, and hospitals. In addition, the company manages distribution of both brand-name and generic drugs. The Company is challenged not only with the complexities of contract and relationship management with its many manufacturers and customers, but also by challenges associated with physical distribution and inventory management. This Case Study reveals how AmerisourceBergen met those challenges.
  

• Van Ameyde International Case Study
  Marco Valkenburg - December 07, 2010
  In the November Update, we presented a synopsis of the winners of the OMG BPM/SOA Case Study contest. Here we present the first prize winner’s story. The Van Ameyde Group specializes in international claims and risk management for major international insurance companies, captives and brokers, government agencies, and corporate and industrial clients, including the energy sector, the shipping industry, ports, and terminals. Their challenge was to obtain full control over all claims resolution processes in order to provide customers with the best service and transparency levels in the market. To accomplish this goal, the business embarked on a new claims handling system called ECHO - European Claims Handling Optimization. Read their description of the process they followed to achieve their goal.
  

• Royal Pharmaceuticals Case Study
  Paul Harmon - May 04, 2010
  The Royal Pharmaceutical Society of Great Britain (RPSGB) investigates complaints and, in some cases, recommends criminal proceedings against pharmacists or pharmacy technicians. In 2006, the RPSGB were becoming overwhelmed by a growing number of complaints and by the problems associated with managing the resulting paperwork. They decided to launch an effort to introduce a new software system to help them manage their efforts. Read this Case Study to learn how the process team used a BPMS tool to meet the challenges of their work load.
  

• Danish Municipalities Case Study
  Paul Harmon - April 06, 2010
  In this exciting case study, we report on how cities in Denmark joined together to create a process framework that describes the major processes the cities are responsible for, including police, fire, zoning and welfare processes. Today, as the framework is being refined and extended, these cities in Denmark are moving to standardize their processes using common practices.
  

• The CCLA Investment Management Case Study
  Paul Harmon - March 02, 2010
  At the BPM Europe Conference in September 2009, a number of interesting case studies were presented. This is the first of several we will publish in the coming months. The CCLA Case Study focuses on a UK funds management organization that used BPMS to move to a more efficient paperless office operation, saving money and positioning the organization for additional growth.
  

• OMG/BPTrends BPM Case Study Competition Award Winners
  Josh Laire - May 05, 2009
  This month we present the runner up in the BPM Case Study Competition for an excellent Return on Investment application. For Dickinson Financial Corporation (DFC), a major obstacle to “happy customers” was its paper-based customer service initiation process. Josh Laire, project lead and application development integration manager at DFC, realized that these processes were inhibiting ROI. Read this Case Study to learn his solution.
  

• The Case for Business Process Management
  Jeremy Westerman - April 07, 2009
  In this Case Study, Jeremy Westerman, Senior Product Marketing Manager for TIBCO, builds a detailed case for BPM. He defines the BPM concept and highlights its importance to an enterprise’s ability to stay competitive and remain agile in a constantly changing global marketplace. He further illustrates his point by citing two examples from two different industries (insurance and telecommunications) where successful outcomes were achieved by deploying a BPM solution.
  

• Best BPM Application that Demonstrates the Best Return on Investment: US Military Entrance Command (USMEPCOM)
  Tony Maravola - April 07, 2009
  The genesis of the USMEPCOM BPM and SOA project was a business requirement to make the exchange of data real time and more efficient. The original project, named by the functional proponent as Data Exchange/Top Of System Interface Process (DE/TOSIP), was intended to address the interface with the Armed Services. The Office of the CIO saw an opportunity to expand beyond the Armed Services and to address all of the data interface requirements of the command. BPM and SOA were seen as a way to provide an agile and flexible architecture to meet this growing requirement, increase data quality, and reduce the cost and risk of adding new capabilities
  

• Best BPM Application that Demonstrates the Use of Standards: European Union’s GENESIS Project
  Harald Kuehn - April 07, 2009
  GENESIS was an EU-co-funded project where cross-organizational / cross-country B2B and B2G processes were implemented using UBL, BPMN, BPEL, and CCTS. Besides BOC (Austria), the implementation partners were from SAP (Germany), Insiel (Italy), Singular (Greece), and Logo (Turkey). User partners – mainly from governmental institutions – were based in Eastern European countries such as Romania, Bulgaria, and Lithuania.
  

• University of California, San Diego
  Paul Harmon - March 03, 2009
  In an effort to become more process-driven – to understand its processes, and to prioritize future improvement efforts – UCSD and the Auxiliary & Plant Services group undertook the creation of an Enterprise Asset Management (EAM) system.
  

• Arizona Public Service
  Paul Harmon - March 03, 2009
  The business driver behind the development of this application was a catastrophic fire that destroyed five transformers at an Arizona Public Service (APS) substation. That fire impacted 400,000 customers, caused millions of dollars worth of damage, and required a rebuild of the substation. As part of the corrective action plan that was approved by the Arizona Corporation Commission, APS agreed to incorporate leading practices into its substation maintenance processes and to implement a scheduling tool.
  

• Executry/Probate Case Management Solution
  Donald Gordon - February 03, 2009
  In what is truly a story for our time, Donald Gordon, a Partner in Blackadders Solicitors in Dundee, Scotland, describes how the firm’s IT team set out to improve the overall client experience, and in the process, managed to increase operational efficiency for Executries, within their Private Client division, by around 50%, including a significant cost savings. Read this Case Study to learn the details.
  

• Walking the BPM Walk: How Appian Uses its own Technology to Drive its Business
  Marc Wilson - September 02, 2008
  Faced with the need to maintain a competitive edge in the hot enterprise software market, Appian decided to “practice what they preached” and implement their own software as a solution. This Case Study relates the story and reveals some predictable outcomes as well as some surprising benefits that accrued to their organization.
  

• Excellus Blue Cross Blue Shield
  Sue Meyers - December 04, 2007
  When several Blue Cross Blue Shield programs in upstate New York merged, each organization brought its own business processes and IT systems to the new entity. Because they were so different, yet had to be consolidated, the new entity, Excellus Blue Cross Blue Shield, decided to first complete a business process analysis and design project to clearly identify company functions and processes. They wanted to be able to inventory and visualize their current state architecture in support of system modernization and SOA efforts. This Case Study describes the problem and the solution.
  

• Business Systems-Support Case Study
  Keith Harrison-Broninski - January 03, 2006
  In Keith Harrison-Broninski’s reply to my November Advisor, and in my reply below, the discussion centers on the value of Role Activity Diagramming (RAD). RAD is a modeling notation that its advocates believe is more appropriate for representing "human-driven" processes. This case study, developed by Harrison-Broninski for a global manufacturing company, describes a situation that illustrates a good example of a situation where Harrison-Broninski believes RAD is appropriate.
  

• Casual Male's Distribution Center Case Study
  April 05, 2005
  This case study describes how Casual Male used CommerceQuest’s BPM suite to model and simulate a distribution center process. The improved process saved Casual Male $1.3 million annually.
  

• Nexus Account Management Case Study
  April 05, 2005
  This case study describes how Nexus used Ultimus’s BPM suite to model and manage credit card processes. In the 15 months following deployment, Nexus estimates that they have avoided a 50% increase in staff while their customer satisfaction rating doubled.
  

• Case Study: Defining a Private Business Process in a Knowledge Base
  Dieter Jenz - October 07, 2003
  In the past few month, Dieter Jenz has written two white papers on the nature and uses of business process ontologies. This month, Jenz provides a detailed case study that shows how ontologies can actually be developed and used.
  

• NOAA Maps the Future of Sensors that Gather Data
  Julie Squires - October 07, 2003
  In this case study, Julie Squires and Don Walker describe how the National Oceanic and Atmospheric Administration of the US Government has developed a new Systems Architecture and integrated it with an Enterprise Architecture to manage its worldwide sensor grid.
  

• A Six Sigma Project at Read-Rite, Philippines
  Joel Amil - June 01, 2003
  Joel Amil briefly describes how the Elite Sigma team at Read-Rite Philippines improved a manufacturing process by 29% in two months. The brief description of the project is in the form of a storyboard presentation that the team used to explain its project and the results to management.
  

• Case Study: First Tech Credit Union and CRM
  Paul Harmon - May 04, 2003
  A description of how a credit union went about developing a knoweldgebase that could answer employee and customer questions via browser, email or phone, in a dozen different languages.
  

• Case Study: Intel's Real-Time Decision Support Supply Chain System
  Paul Harmon - April 05, 2003
  Paul Harmon describes a real-time delivery system that Intel developed using the SCOR methodology and some very sophisticated tools. The software manages the routine aspects of delivery, and makes suggestions to managers about how to resolve problems when they occur.
  

• Case Study: Process Modeling Using Systems Dynamics: A Combined Case Study and Tutorial
  Max Hughes - April 05, 2003
  Max Hughes provides a gentle introduction to System Dynamics, a modeling and simulation technology for dynamic systems. He illustrates his introduction by discussing how a systems dynamics practitioner helped a software company think through how its buisness really worked.
  

• Raising the Bar...Continuous Improvement at Telcordia's Help Desk Center
  Carol Panza - March 04, 2003
  Carol Panza describes how she worked with Telcordia to improve their help desk process. This paper focuses on the steps involved in determining the goals for the process, where it fit within the organization, and how it was modeled.
  

• Nestle USA Installs SAP
  Paul Harmon - January 01, 2003
  Nestle USA installed SAP at all its US subsidiaries in the late-Nineties to standardize its business processes.
  

• An Enterprise Architecture for a U.S. Intelligence Agency
  Mary Hain - January 01, 2003
  A description of how Conquest helped a U.S. Intelligency Agency develop an enterprise architecture.
  

• The Texas Instruments MMST BPR Project
  Paul Harmon - January 01, 2003
  Texas Instruments revolutionized the way chips were fabricated with this project that created new hardware and software to improve the productivity of chip fabrication.
  

• The Xerox Non-Production Procurement BPR Project
  Paul Harmon - January 01, 2003
  Xerox vastly simplified procurement by simplifying its non-production procurement processes.