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Home > Projects > Business Organisational Transformation

Business Organisational Transformation
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Development of OTE process design methodology, Business Process Management framework, Process Ownership model (OTE-BPM)
Client : OTE S.A.
Duration : 07/2007 – 07/2008
Description :The project objective was to provide consulting support & guidance to the process governance initiative of ΟΤΕ.

Specifically, the project included the development of a process governance framework consisting of:
• an enterprise process map, customised to the current state of OTE, based mainly on TMFs eTOM.
• a process design methodology (PDM) involving hierarchical decomposition of process groupings, identification of organisational units & roles / responsibilities (RACI matrix).
• designing of Business Process Management procedures
• a process ownership model which defines all involved parties and their responsibilities and business process management processes, which describe in detail the process governance activity.
• implementation Proposals for OTE Property model
• a set of specs for the customization of ARIS platform to the process design methodology.

Process reengineering & strategy development (CRM-BPR) within the framework of the CRM transformation program
Client : OTE S.A.
Duration : 08/2005 – 12/2007
Description :The Project objective was the Reengineering & Strategy Development (CRM-BPR) within the framework of the OTE CRM transformation program.

OTEplus was involved in:
• Design of CRM Processes, KPIs and Organizational Planning for Residential & Corporate Customers including Customer Interface Management, Selling, Order Handling, Quality of Service/SLA, Retention and Loyalty, Fault Handling, Complaint Management and Billing Management processes
• Design of the Data Warehouse (DWH) and development of specifications for system implementation. Development of Data Strategy and Data Quality analysis.
• Design of Campaign Management processes and KPIs
• Design of Product Lifecycle Management processes
• Development of Roles, Career Path and a Performance Based Compensation model for the Commercial GD.
• Design processes for Service Delivery Support Processes
• Development of a Customer Data Homogenisation (customer-tree development) study and a Market Research for relevant software tools
• Support Programme Management Office

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Business Cases
HR Management Optimisation Study for OTE (OTE-HRO)
Support to OTE group for the Athens 2004 Olympic Games
Development of Process Map, Business Process Management Framework, Process Ownership Model and Process Design Methodology for OTE (OTE-BPM
CRM Business Process Reengineering & Strategy development for OTE (CRM-BPR)
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