Senior Business Analyst delivering business process analysis and process streamlining within Billing & Customer Service business units (Billing Disputes). Process modelling and key metrics analysis identified a number of significant improvement opportunities;
• Complexity - the combination of decision points and re-work paths meant this process had over a thousand possible paths to follow,
• Rework - poor information validation at key points resulted in significant re-work,
• Delay - time consuming investigation stage,
• Waste - making costly processing escalations.

Achievements:
o The dispute resolution processes were redesigned to ensure a reduced number of service approval steps, early and rigorous data entry validation, and an increased service agent authorisation threshold,
o The use of workflow technologies in use elsewhere in the company would support these improvements through better access to dispute resolution status information, Improving data validation, and Improving the audit trails.
o Identification of a improvement in service levels (cycle time reduction),
o Identification of a reduction in processing direct cost.