Context

Whilst delivering a significant software implementation for Guernsey Harbours, CBO was asked to conduct complex business process modelling in relation to processes impacted by the new software solution.

This involved close engagement with both client and supplier stakeholders, and utilisation of both technical and personal skills, in order to improve the quality of the implementation.

Objectives included:

• Development of ‘as-is’ process maps
• Elimination of recurring and wasteful tasks, and assurance of adherence to those processes
• Creation of ‘to-be’ process maps, with significant interpretation documentation for the Spanish software supplier
• Management of the extraction, cleansing, and migration of data from the legacy system to the new system

CBO’s Approach

CBO interviewed experienced staff to develop a list of business services, highlighting existing issues, and to elicit and refine requirements. These were modelled into the ‘to-be’ process maps with suggestions regarding efficiencies and future-proofing.

Change management was also a key part of this engagement, so buy-in and support of the new system from every relevant stakeholder were obtained and managed throughout.

CBO’s approach included:

1. Documentation of ‘as-is’ process maps using the best-practice BPMN methodology.
2. Interviewing experienced staff to identify and understand the true real-world issues with the current process, and their root causes.
3. Leveraging best-practice Business Analysis methods to identify proposed changes to processes and produce ‘to-be’ process models.
4. Walking through the ‘to-be’ process maps to ensure buy-in from key stakeholders, as well as demonstrating the proposed new technology to build confidence.
5. Cleansing of data to ensure only accurate and complete “core” data was migrated.
6. Creating training and reference materials to ensure smooth transition and support of the solution.

CBO’s Impact

The use of best-practice business analysis techniques by experienced staff ensured the delivery of consistent and high-quality output. This helped not only the implementation but also the subsequent operation of the application and associated processes.

The service provided by CBO contributed towards a smooth transition into BAU and acceptance by stakeholders, enabling the realisation of expected benefits from the implementation.