Cable & Wireless uses Corporate Modeler to document and publish processes for all areas of their business within an online portal. The business now better understands complex tasks and relationships and, as a result, can tackle and resolve issues more quickly. Cable & Wireless also uses the eTOM framework to provide an overall structure for their model.

Challenge

To improve efficiency and reduce costs, Cable & Wireless identified a need to:

• Move from department-specific processes to standard, consistent, global end- to-end processes.
• Create re-usable processes & assess the end-to-end process from both a customer & business perspective.
• Implement common tools and skills for sharing resources.
• Create clear & standard methods of communicating all levels of documentation across the company to training, user-acceptance testing, senior management, line management, stakeholders, product development, process development & adherence.

Solution

Cable & Wireless implemented a global installation of the Corporate Modeler Suite complete with Corporate Publisher and Corporate Exchange. The Suite was used to:

• Develop and implement a consistent global process development standard and convention.
• Capture and analyze process variants and hand-offs, plus the links between people, processes and systems.
• Capture end-to-end processes to understand the complexity and establish 'best practice' within a single model.
• Publish processes within a global intranet portal for easy access and improved adherence, compliance & understanding in accordance with external accreditations.

Results

C&W successfully integrated end-to-end process documentation into one central repository using a single standard and convention. Process documentation is now in a simple & understandable flow format and accepted across the Organization.Cable & Wireless are also continue to use the TeleManagement Forum's eTOM framework and are currently implementing the Casewise IT Architecture Accelerator.