Software AG > Case Studies > Technical Service Optimized— Thanks to Process Management

Technical Service Optimized— Thanks to Process Management

Customer Company Size

Large Corporate

Region

Europe

Country

Germany

Product

ARIS Architect
ARIS Business Rules Designer

Tech Stack

Process Modeling
Business Rules Management

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - API Integration & Management
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Process Control & Optimization

Services

Software Design & Engineering Services

About The Customer

Deutsche Telekom Technischer Service GmbH (DTTS GmbH) is a wholly owned subsidiary of Telekom Deutschland GmbH and, with more than 18,000 employees, is one of Europe’s largest technical service organizations. DTTS GmbH is a specialized and competent telecommunications service partner, thanks to its Germany-wide presence, high-quality and comprehensive portfolio of technical services, and clear customer focus. DTTS delivers all services associated with Deutsche Telekom’s telecommunication, IT and IP products. These include on-site consulting, set up, operation and repair of information technology and communication systems as well as customer network management.

The Challenge

Deutsche Telekom Technischer Service GmbH (DTTS) offers its customers a market-oriented service portfolio for Deutsche Telekom telecommunication, IT and IP technologies, from on-site consulting to total customer network management. DTTS services are geared toward private, corporate and carrier customer segments. DTTS sought to identify and leverage existing synergies and to keep the cost of modeling and maintenance at a minimum. To achieve this, DTTS looked at options to introduce a leaner process management system. The different production lines share many of the same or similar procedures and steps. DTTS wanted avoid redundancies while maintaining the benefit of customer-segment-specific processes. Otherwise, it would take too much effort to model and maintain so many different business processes, and existing synergies wouldn’t be realized.

The Solution

DTTS opted to conduct business process management using the ARIS platform. ARIS Architect allowed DTTS to develop standardized processes and an in-house data model. With ARIS Business Rules Designer, DTTS was able to model supporting business rules, which allow the standardized processes to reflect the specific needs of individual customer segments. The DTTS team employed ARIS Architect to design process models. In addition to its administration functionality, this tool features a rich intuitive environment for the entire process-modeling cycle, including automated modeling, design, formatting and presentation as well as database-oriented analysis options. In line with the corporate process model, which is also based on the ARIS platform, the DTTS process model was created with six levels of detail, including one with approximately 400 basic functions. Furthermore, the DTTS data model, which contains all data relevant to the process model, was developed with ARIS Architect. These models ultimately enabled the integration of business rules that reflect the specific requirements of the production lines with the standardized processes.

Operational Impact

A lean process model, thanks to standardized processes with integrated business rules for responding to specific situations
Processes adapt to new requirements, fast and flexibly
Excellent reusability of existing process modules
Increased transparency due to clearly structured process models and presentation as well as communication of process content via the company’s portal

Quantitative Benefit