Performance Management Practice
BPM is nationally recognized in the area of
business performance re-engineering. This encompasses process improvement, performance modeling,
benchmarking, stress testing, reliability assurance and six sigma quality
management. We have conducted literally hundreds of
performance projects. For example our staff experiences include:
Business performance re-engineering
- For Bell Atlantic: tailored customer
care and workflow:. 20% reduction in
handling time valued at $10M/yr
- For Fannie Mae: re-engineering
plan to centralize mortgage delivery from regionally distributed
operations: Reduced delivery costs 25%
- For McKesson: business process
re-engineering to optimize cost structure:
$20M in annual cost reduction
- For Hyperion: re-engineered systems
to reduce account closing times and enter new markets Improved performance
100 fold
- For Gillete:
re-engineered order delivery
workflow: Reduced organization and
system capacity requirements attendant costs by 50%
Performance assurance
- For MCI: conducted volume testing to
assure scalability of an e-commerce based purchase order system. Increased
performance 10 fold
- For Capital One: conducted performance testing to assure solicitation
system scalability. Increased
scalability 3 fold
- For Fannie Mae: conducted volume testing to
assure scalability to support a national refinance boom. Enabled
$500 Million additional revenue
- For IMRS: created a lab to test the
scalability of financial products. Improved
the performance and scalability 100 fold
- For the NYSE & NSCC: conducted scalability
analyses to assure compliance with stock
market surge conditions
- For Bell Atlantic: developed a lab to
stress test strategic billing and customer support systems. Achieved
10 fold increase in performance
- For State Street Bank: conducted stress
testing to assure scalability in transformation from regional to global
operations.
Capacity modeling
- For Capital One: developed capacity
models to architect solicitation service solutions. Increased performance 2-10
fold
- For Nortel: developed capacity models to
assure the scalability of manufacturing, purchasing and fulfillment
value chain
- For Olivetti: developed capacity,
performance and configuration assessment models. Assured
quality of sales engineering process
- For ATT: developed expert system based
capacity and configuration planning sales engineering tools
- For Computer Associates: developed their
capacity management product line distributed as part of UniCenter
Reliability assurance and improvement
- For Bell Atlantic: Implemented a reliability
improvement process. Increased availability
from 3 to 6 sigma levl performance
- For JP Morgan: implemented a quality
of service programs to assure, for select e-commerce applications 6 sigma
level quality
- For Fannie Mae: Implemented a reliability
improvement program. Decreased
frequency and impact of system outages 2-5 fold
- For Sky Alland: conducted an operational
improvement program. Improved
quality of service 100 fold
Benchmarking
BPM has developed a comprehensive repository for benchmarking IT economics.
best practices, operational streamlining and strategic IT alignment. These
benchmarks and related metrics have been used by such firms as Fannie Mae, JP
Morgan, the NASD, Verizon, the National Security Clearing Corporation,
Capital One, McKesson and other Fortune 500 companies. Developed in conjunction with
a working
council of Fortune 500 level CIOs, this benchmark
provides an industry leading comparative performance assessment tool to
quantify IT operating practice and process.
- For McKesson: conducted competitor
performance benchmarks of technology, infrastructure and operations
- For MCI: conducted best practice benchmarks in
strategic billing systems, function and product offering
- For NASD and Fannie Mae conducted
security best practice benchmarks relative to ISO standards
- For Verizon and Fannie Mae: conducted
industry best practice benchmarks in internet operations and management
- For Olivetti: conducted comparative
performance benchmarks of their computer product line in Europe
- With IBM: conducted comparative
performance benchmarks of enterprise systems vs major competitors