Process Consulting

HCL’s Process Consulting practice focuses on the “Advisory and Execution” framework and provides solutions to re-define more value-centric ways of business operations. Our Business Process Consulting services include BPR, Package Assessment and Remediation, CRM processes and Supply Chain processes.

Business Process Re-engineering (BPR) Services

Operational efficiencies, cost concerns, revenue leaks and growth management are, by and large, the major concerns for most of the organizations. HCL's Business Process Re-engineering services focus on these areas and strive to achieve a radical improvement by using comprehensive process analysis and redesign techniques. Recognizing the fact that not all organizations are at the same level of process maturity, HCL offers different levels of engagement within the spectrum of BPR to meet the different objectives of its customers. Under BPR umbrella, HCL has packaged its offering as the following services:

• Assessment and Diagnostics
• Transformation and Innovation

To execute the BPR projects, HCL follows a comprehensive methodology that has five phases, namely, Plan, Discover, Analyze, Remodel and Implement (and improve). Change Management is an integral part of this methodology.

Unique Proposition

Leveraging on our extensive expertise in financial processes, we offer a specialized business solution for Financial Process Reengineering focusing on Chart of Accounts redesign, Financial Shared Services Assessment and Financial Close Cycle Optimization.

Representative Engagement

Business Process Re-engineering for a Leading Provider of Advanced Wireless Solutions

Package Assessment and Remediation

HCL's package assessment and remediation service enables organizations to:

• Align ERP implementation to business goals
• Improve User Adoption
• Provide a solution road map to address end user issues and new request
• Map new modules and functionalities to address existing challenges

This service offering is explained in Figure:

The objectives are achieved through

• Process Related Improvements
• User Adoption related improvements
• Application Administration, Support and Maintenance Related Improvements
• Technology Related Improvements

CRM Consulting

The key challenge in the CRM is to provide customers with a unique and lasting customer experience with each interaction of the customer through any of the channels and at any point in the life cycle of the customer relationship with the organization.

Key methodology used for CRM Consulting is derived from the HCL BPR methodology as illustrated in Figure:

As in the case of BPR, the CRM Consulting project execution framework constitutes 5 phases of execution

• Plan
• Discover
• Analyze
• Re-Model
• Implement and Improve

Each phase has elements of Consulting, Project Management and Change Management as applicable in the particular phase of a project. Activities are then detailed in terms of specific Inputs (pre-requisites for the activity), Outputs (deliverables emerging out of the activity), Tools, Techniques and Templates required.

Representative Engagement

CRM Process Consulting for a Leader in Metering Solutions for Utility and Telecom