First Things First:
Document the Process!
We believe that high-quality business process mapping and documentation is the foundation for success for all business process improvement projects.
Billions of dollars and resources are wasted every year on projects that dismiss or ignore the need to adequately define and document business processes first, before any other work is initiated.
Yes, it's true that anyone can draw a basic flowchart. But the knowledge, skill, and experience required to create, validate, communicate, and manage enterprise-class business process documentation is rare.
With more than 30 years of experience across a wide range of businesses and functions, Process1st Consulting offers an exceptional range of mapping, documentation and consulting services to support every type of business process improvement initiative.
Billions of dollars and resources are wasted every year on projects that dismiss or ignore the need to adequately define and document business processes first, before any other work is initiated.
Yes, it's true that anyone can draw a basic flowchart. But the knowledge, skill, and experience required to create, validate, communicate, and manage enterprise-class business process documentation is rare.
With more than 30 years of experience across a wide range of businesses and functions, Process1st Consulting offers an exceptional range of mapping, documentation and consulting services to support every type of business process improvement initiative.
Industry Experience
Banking
Financial Services
Property and Casualty Insurance
Midstream Oil and Gas
Upstream Oil and Gas
Utilities
Trucking
Business Services
High Tech
Credit Card
Engineering
Retail
State Government
Territorial Government
Media and Publishing
Financial Services
Property and Casualty Insurance
Midstream Oil and Gas
Upstream Oil and Gas
Utilities
Trucking
Business Services
High Tech
Credit Card
Engineering
Retail
State Government
Territorial Government
Media and Publishing
Business Process Analysis and Improvement Experience
For a Leading Publisher of Online Legal Research
Identified, classified and cataloged the organization's end-to-end business process. Consulted with senior executives on business process management concepts and techniques. Introduced, trained, coached, and mentored the staff of business analysts and consultants on the Business Process Modeling Notation standard, The Process Classification Framework, and The Business Process Management Capability Maturity Model. Identified and assisted in the implementation of numerous, immediate process improvement tactics.
For One of the Largest Banks in the World
Supported the team responsible for designing, analyzing, and implementing the merged Retail Platforms. Work included process analysis, risk analysis, and design and implementation of XML-based Web Services.
For a State Government Agency
Conducted process discovery sessions for facilities management functions. Advised and consulted lead developers in the definition of event-based business systems analysis. Introduced Lean Government theories and management frameworks. Assisted in various process modeling sessions. Obtained "Master Consultant" certification as a contract/affiliate trainer of an event-based business requirements modeling methodology.
For a City Government Agency
Conducted process identification workshops. Conducted a Kaizen event for the Public Works agency. Created and published the Business Requirements Document. Developed a set of data flow diagrams, logical data dictionary and object model. Advised and consulted with several department and workgroup leaders - topics included process management strategy and tactics, just-in-time performance appraisals, measurement and control tactics, process management worksheets, checklists, and job aids.
For a U.S. Federal Government Agency
Conducted technical and financial feasibility studies for the design, development, and deployment of an inter-agency Call Center. Subsequently led the project involving the design, development, testing, and implementation of the prototype session. Work included the development and implementation of a prototype.
For a Pharmaceutical/Healthcare Analytics Aggregator and Publishing Organization
Led a Siebel Analytics/OBIEE discovery project. Installed the DAC Client and Server, Analytics Server, directed the install of the Informatica server; configured most of the Intelligence Dashboard, and Analytics Administration Tool. Performed in-depth analysis of the Siebel enterprise Repository, current Actuate Reports, and Excel spreadsheets. Designed report prototypes. Worked very closely with a diverse range of executives, managers, and users. Conducted many presentations to educate everyone on OBIEE capabilities, innovative uses, and cost-justification.
For a Consulting Services Firm
Led a Siebel upgrade project to expand Call Center functionality for the Managed Services business unit. Brought the project in on time, within budget and to Client's satisfaction. Introduced the organization to the Information Technology Infrastructure Library (ITIL) and the Microsoft Operations Framework (MOF).
For a Mutual Fund and Investment Management Company
Well ahead of schedule and within budget, managed a seven-member team on a Siebel system upgrade (2000 to 7.5) that delivered order-entry and inventory control functionality to the new Broker/Dealer sales unit. Redesigned, reconfigured, and redeployed the organization's Siebel Call Center and Field Service modules. Consulted with and assisted the Help Desk Managers and Data Security Leads to design, document, and implement Service Level Agreements (SLA), Operating Level Agreements (OLA), and formal Service Catalog, Incident Management, Problem Management, Change Management, and Release Management policies and procedures for the 15-member Help Desk which supported over 2500 users nationwide.
For a Manufacturer and Distributor of Canine Nutrition Products
Engineered and documented all back-office/infrastructure processes including all interchange/debit/credit card, ATM, ACH, and demand deposit transactions. Worked with card issuing banks, merchants, processors, secure payment gateways, shopping cart software to setup all operations.
For an International Manufacturer of Animal Health Products
Managed the software development lifecycle for the development of the Siebel CRM system, including integration with the new SAP system. Managed all system administrator, help desk, and end-user training deliverables. Coached, and mentored Project Leads and Business Analysts on the implementation and use of the PowerStart business analysis method during the requirements phases of their projects.
For a Manufacturer of Pharmacy Automation Technology
Led the planning, development, testing, implementation, and training of the integrated CRM/ERP system. Prior to the requirements phase, led the identification, design, reengineering, and documentation of the sales, sales operations, order processing, and customer service processes.
For the Leading Hospital Software Company
Led the planning, development, testing, implementation, and training of the CRM system. Taught and mentored business analysts on the disciplined use of an event-based, structured business process modeling methodology. Managed all activities associated with process modeling and documentation.
For a Publisher of Oil, Gas, Energy Research and Publications
Identified, defined, and documented all back office business processes (order-to-customer care) in advance of defining CRM and ERP software requirements. Developed all software specifications and vendor selection criteria. Led the selection of vendor finalists. Wrote the system development and implementation program.
For a Publisher of Service and Repair, Diagnostics Media
Identified and documented all CRM business processes, then led the conversion of two separate, single-user based, CRM packages into one SalesLogix system.
For a SuperRegional Bank Holding Company
Managed a staff of 19 analysts, programmers, and tech support reps in support of the bank's 150-branch Retail Banking System, 80-user Municipal Bond Trading system, and 50-user International Banking, Domestic Letter of Credit, and Foreign Exchange systems
For a Global Leader in Commercial Property & Casualty Insurance
Led the company's sales executives and managers in a series of CRM process discovery and improvement workshops prior to selecting the enterprise CRM system. Managed the (CMMI-compliant) development, implementation, training, and nationwide rollout of the new CRM system to over 500 sales managers and sales agents in 15 sales regions. Project came in 30 days ahead of schedule. Identified all system integration points and then led the planning for integration to the company's property and casualty rating and policy delivery system
Identified, classified and cataloged the organization's end-to-end business process. Consulted with senior executives on business process management concepts and techniques. Introduced, trained, coached, and mentored the staff of business analysts and consultants on the Business Process Modeling Notation standard, The Process Classification Framework, and The Business Process Management Capability Maturity Model. Identified and assisted in the implementation of numerous, immediate process improvement tactics.
For One of the Largest Banks in the World
Supported the team responsible for designing, analyzing, and implementing the merged Retail Platforms. Work included process analysis, risk analysis, and design and implementation of XML-based Web Services.
For a State Government Agency
Conducted process discovery sessions for facilities management functions. Advised and consulted lead developers in the definition of event-based business systems analysis. Introduced Lean Government theories and management frameworks. Assisted in various process modeling sessions. Obtained "Master Consultant" certification as a contract/affiliate trainer of an event-based business requirements modeling methodology.
For a City Government Agency
Conducted process identification workshops. Conducted a Kaizen event for the Public Works agency. Created and published the Business Requirements Document. Developed a set of data flow diagrams, logical data dictionary and object model. Advised and consulted with several department and workgroup leaders - topics included process management strategy and tactics, just-in-time performance appraisals, measurement and control tactics, process management worksheets, checklists, and job aids.
For a U.S. Federal Government Agency
Conducted technical and financial feasibility studies for the design, development, and deployment of an inter-agency Call Center. Subsequently led the project involving the design, development, testing, and implementation of the prototype session. Work included the development and implementation of a prototype.
For a Pharmaceutical/Healthcare Analytics Aggregator and Publishing Organization
Led a Siebel Analytics/OBIEE discovery project. Installed the DAC Client and Server, Analytics Server, directed the install of the Informatica server; configured most of the Intelligence Dashboard, and Analytics Administration Tool. Performed in-depth analysis of the Siebel enterprise Repository, current Actuate Reports, and Excel spreadsheets. Designed report prototypes. Worked very closely with a diverse range of executives, managers, and users. Conducted many presentations to educate everyone on OBIEE capabilities, innovative uses, and cost-justification.
For a Consulting Services Firm
Led a Siebel upgrade project to expand Call Center functionality for the Managed Services business unit. Brought the project in on time, within budget and to Client's satisfaction. Introduced the organization to the Information Technology Infrastructure Library (ITIL) and the Microsoft Operations Framework (MOF).
For a Mutual Fund and Investment Management Company
Well ahead of schedule and within budget, managed a seven-member team on a Siebel system upgrade (2000 to 7.5) that delivered order-entry and inventory control functionality to the new Broker/Dealer sales unit. Redesigned, reconfigured, and redeployed the organization's Siebel Call Center and Field Service modules. Consulted with and assisted the Help Desk Managers and Data Security Leads to design, document, and implement Service Level Agreements (SLA), Operating Level Agreements (OLA), and formal Service Catalog, Incident Management, Problem Management, Change Management, and Release Management policies and procedures for the 15-member Help Desk which supported over 2500 users nationwide.
For a Manufacturer and Distributor of Canine Nutrition Products
Engineered and documented all back-office/infrastructure processes including all interchange/debit/credit card, ATM, ACH, and demand deposit transactions. Worked with card issuing banks, merchants, processors, secure payment gateways, shopping cart software to setup all operations.
For an International Manufacturer of Animal Health Products
Managed the software development lifecycle for the development of the Siebel CRM system, including integration with the new SAP system. Managed all system administrator, help desk, and end-user training deliverables. Coached, and mentored Project Leads and Business Analysts on the implementation and use of the PowerStart business analysis method during the requirements phases of their projects.
For a Manufacturer of Pharmacy Automation Technology
Led the planning, development, testing, implementation, and training of the integrated CRM/ERP system. Prior to the requirements phase, led the identification, design, reengineering, and documentation of the sales, sales operations, order processing, and customer service processes.
For the Leading Hospital Software Company
Led the planning, development, testing, implementation, and training of the CRM system. Taught and mentored business analysts on the disciplined use of an event-based, structured business process modeling methodology. Managed all activities associated with process modeling and documentation.
For a Publisher of Oil, Gas, Energy Research and Publications
Identified, defined, and documented all back office business processes (order-to-customer care) in advance of defining CRM and ERP software requirements. Developed all software specifications and vendor selection criteria. Led the selection of vendor finalists. Wrote the system development and implementation program.
For a Publisher of Service and Repair, Diagnostics Media
Identified and documented all CRM business processes, then led the conversion of two separate, single-user based, CRM packages into one SalesLogix system.
For a SuperRegional Bank Holding Company
Managed a staff of 19 analysts, programmers, and tech support reps in support of the bank's 150-branch Retail Banking System, 80-user Municipal Bond Trading system, and 50-user International Banking, Domestic Letter of Credit, and Foreign Exchange systems
For a Global Leader in Commercial Property & Casualty Insurance
Led the company's sales executives and managers in a series of CRM process discovery and improvement workshops prior to selecting the enterprise CRM system. Managed the (CMMI-compliant) development, implementation, training, and nationwide rollout of the new CRM system to over 500 sales managers and sales agents in 15 sales regions. Project came in 30 days ahead of schedule. Identified all system integration points and then led the planning for integration to the company's property and casualty rating and policy delivery system
Enterprise Software Systems Implementation Experience
Retail Banking
Foreign Exchange
Letters of Credit
Municipal and Corporate Bond Trading
Commercial Property and Casualty Insurance
Life Insurance
Corporate Training
Accounting (G/L, A/R, A/P, Payroll)
Inventory Control
Retail and Wholesale Auto Parts
Marketing Operations Management
Foreign Exchange
Letters of Credit
Municipal and Corporate Bond Trading
Commercial Property and Casualty Insurance
Life Insurance
Corporate Training
Accounting (G/L, A/R, A/P, Payroll)
Inventory Control
Retail and Wholesale Auto Parts
Marketing Operations Management