From Complexity to Consistency: how we helped Lenovo elevate CX and streamline time to revenue.
Background
Lenovo, a global technology company renowned for its innovative solutions, sought to improve its operational efficiency and deliver a seamless customer experience. Driving this transformation was Samantha Scott, an experienced process analyst. Samantha's responsibilities encompassed the definition, documentation, and endorsement of business processes that underpinned Lenovo's Device as a Service (DaaS) and Managed Services offerings on a global scale. In addition, she was also responsible for overseeing the usage, development, governance, and license management of a process modeling tool for the Transition Management Office (TMO).
Challenge
Before engaging with BusinessOptix, Lenovo encountered challenges in process documentation and management. Their existing approach involved using Visio for process mapping and Microsoft Word for creating associated work instructions. This dual-documentation method led to a lack of standardization, cumbersome document management, and operational inefficiencies.
Lenovo had a clear set of objectives for a new solution:
- Standardize deliverables.
- Establish an effective system for process storage.
- Scale processes seamlessly across global teams and customer bases.
- Create repeatable methodologies.
- Embed work instructions within processes.
- Generate Service Delivery Guides.
- Ensure a smooth transition by importing existing Visio documents into the new system.
With these challenges and specific requirements, BusinessOptix emerged as the optimal solution. Unlike other tools in the market, BusinessOptix possessed the unique capability to import existing Visio documents, allowing Lenovo to initiate the transition from its current state. BusinessOptix provided a unified, all-in-one platform to streamline and harmonize their global processes.
Solution
Working with the TMO team at Lenovo, responsible for managing global service offerings for multiple clients, BusinessOptix delivered a comprehensive solution. Our efforts were tailored to meet Lenovo's specific requirements, focusing on maintaining service processes across diverse clients and necessary libraries and repositories.
Our bespoke work for Lenovo involved the creation of a standardized ‘Service Delivery Guide’ and ‘Work Instruction’ that could be easily deployed and managed for all new clients. This documentation was centralized within BusinessOptix, ensuring consistency and efficiency in managing services across the board.
Additionally, Lenovo requested that each library and repository be customized with a unique landing page to represent each client, ensuring a personalized and tailored approach to service management.
Results
BusinessOptix has delivered several key benefits to Lenovo, including:
- Unifying Lenovo's global team's approach to process mapping while preserving individuality.
- Encouraging consistency by adhering to BPMN 2.0 standards.
- Facilitating efficient collaboration through customized and branded outputs.
- Achieving process excellence through the utilization of different levels of licenses and workflows.
These benefits have translated into significant improvements for Lenovo:
Enhanced Customer Experience (CX): Lenovo's customers now enjoy a consistent and improved experience during process workshops, endorsements, and documentation.
Accelerated Time to Revenue: The repeatability and reusability features of BusinessOptix have streamlined the delivery of process requirements, enabling Lenovo to recognize revenue more swiftly.
These results underscore the positive impact of BusinessOptix on Lenovo's operations and processes, leading to enhanced customer satisfaction and improved operational efficiency.
Future
Lenovo's Transition Management Office (TMO) is in a phase of growth, with the goal of creating country-specific process variations. Looking ahead, they aspire to automate and optimize processes as much as possible. The future vision for BusinessOptix is to evolve into an enterprise-wide tool supporting business process optimization companywide.