Deloitte’s Center for Process Bionics

The challenge

• The utility was interested in reducing work order closure cycle time and improving efficiencies across the regions and districts that had process variations.
• The utility collaborated with Deloitte to analyze root causes for the delays, providing the basis for process improvement.

The process bionics enabled approach.

• We employed process bionics to capture as-is processes and establish a performance baseline.
• Through interactive workshops, we identified key pain points and opportunities for improvement that were rapidly created, simulated, and evaluated.
• Two pilot regions were selected for process modeling, comparison, and simulations in a proof of concept.

The impact

• Deloitte helped quantify process improvement benefits, with buy-in from key stakeholders
• On average, over 60% reduction in work order closure cycle time.
• A nearly 30% increase in work order throughput over a 30-day period.
• Compared to the traditional approach, our process bionics approach was 30-50% more efficient in capturing inputs, running simulations, and engaging key stakeholders digitally.

The challenge

• A retailer was looking to modernize its back-office store technology.
• The legacy platform was used in stores, across several business areas.
• Current-state processes and operations were inconsistently documented, decentralized, and not optimized for continuous performance improvement thus making the modernization challenging to design and execute.
• To support a seamless modernization, the company had to first understand its current-state environment holistically.

The process bionics solution

• Deloitte leveraged our industry modeling experience to develop a repeatable process to document and assess current-state processes.
• We organized disparate processes into like categories, while synthesizing existing artifacts into baseline documentation.
• Then, we conducted gap analyses between the as-is and the to-be processes to refine use cases and requirements for the modernization effort.
• Finally, we leveraged the synergies between key business areas to optimize the company’s to-be processes.

The impact

• Facilitated client to better understand 500+ processes across store finance, operations and people management. This allowed the client to tailor technology implementation to better meet the needs of the business such as improve forecasting, modernize systems, and improve productivity across several stores.

The challenge

• An insurance company’s loan processing pain points were leading to delays that impacted the loan experience for both agents and customers.
• In partnering with Deloitte, the company sought to analyze its inefficient underwriting processes, determine root causes, and develop mitigation strategies to enhance both internal and external processes.

The process bionics solution

• Deloitte modeled a targeted portion of the underwriting transaction utilizing innovative process modeling techniques.
• We deployed process mining to identify process discrepancies and breakdowns, as well as the associated impact and monetary value of system inefficiencies.
• By investigating process breakdowns, we developed transformation targets to be streamlined and automated.

The impact

• By eliminating the redirection, the company removed 15 activities from the process and reduced underwriting time by approximately six days.
• The redesigned processes reduced average underwriting process time by nine minutes, translating to 510 hours saved each week and a cost reduction of $19 million.
• Our process mining simulations indicate that the company can increase throughput by 59% and drive further savings.

The challenge

• A global automotive company was struggling with its core engineer change management (ECM) process, which directly supported both product manufacturing and the customer experience.
• The process was disaggregated, complex, and dated—and the multiple business units involved in the process often experienced production delays and inconsistent quality, leading to regulatory fines.
• In addition, the process spanned seven legacy systems without any efficient form of reporting.

The process bionics solution

• Deloitte leveraged process mining to perform an end-to-end review of the process landscape across the seven legacy systems.
• We modeled the complete process including business groups, data inputs and output, and process decisions.
• We also identified the key drivers of aging change requests and product delays, including IT gaps and misaligned KPIs between units.

The impact

• Deloitte developed a single-source dashboard to report across seven systems, now leveraged across 10,000 users.
• As a result, the company identified $100 million in cost savings and value creation by:
• Reducing the time to deploy product solutions.
• Decreasing the volume of product guarantee penalty payouts.
• Ensuring product cost-reduction efforts were seen through to deployment and not abandoned.

The challenge

• This financial services leader was looking to implement a new digital platform for all its clients.
• The company wanted an efficient way to document and maintain baseline workflows for clients while identifying bespoke technical requirements.
• Deloitte worked with the company to document workflows, identify technical requirements and design a target state operating model.

The process bionics enabled approach

• During the engagement, Deloitte designed workflows in accordance with clients’ design principles across the investment management value chain, identifying key activities, owners and interaction points between client and user.
• We also identified key technical requirements for target state platform for each activity across the new workflows.
• By employing process bionics, we helped create a target state operating model for both the client and the service provider that outlined the required governance to execute the new digital platform.

The impact

• Working with key stakeholders, we designed a uniform standard process to streamline workflows globally including:
• Documenting 50+ target-state processes for US, EMEA, and APAC.
• Reducing platform implementation timeline while allowing for increased scalability.
• Defining consistent end-to-end target operating model design on “standard” services offered.
• Designing a robust governance process to incorporate and communicate future changes to services.