A workflow-enabled process provides for better customer satisfaction and less re-work
A state education agency had a cumbersome online certification process for potential new teachers and principals. The site was organized around certificates and courses, but not around the process an Educator needed to follow to take the required courses and complete their certification. The supporting IT system was focused only on the mechanics of issuing certificates, which resulted in issuing an unacceptable number of rejections.
(+) Business Need
They wanted to provide a robust, automated solution that would streamline the certification process and therefore:
- Make it easier to fulfill certification requirements
- Reduce the confusion and frustration of Educators
- Shrink the number of rejected certification applications.
(+) Solution
EmeriConPLETE
They chose to utilize EmeriConPLETE, an EmeriCon methodology that delivers a comprehensive SOA/BPM implementation, and the IBM WebSphere BPM Suite.
- WebSphere Business Modeler was utilized to model the entire process from start to finish
- EmeriConPLETE provided a detailed analysis of the process
- Project provided a revamped website that made the entire process visible to the Educators
- Provided a workflow-enabled process that crossed many boundaries including their organization, universities and testing facilities.
- Enabled their staff to become self-sufficient in accurately representing business processes using WebSphere Business Modeler
(+) Results
The deployed SOA/BPM solution provided a more active, effective and customer-oriented interaction with the Educators, resulting in:
- Better guidance for Educators and less confusion
- Comprehensive and active management of all activities leading up to applying for a certification
- Fewer phone calls requesting help or expressing frustration
- Better communication among participating entities, resulting in fewer miscommunications and rework
- A clearly defined processes from start to end
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