Operational Excellence | BPM Process Analysis & Modeling
Improving process understanding and BPM capability across complex customer-facing telecom operations.
Client Context
Orange is one of Europe’s largest telecommunications operators, managing large-scale customer operations across fixed-line, internet, TV and mobile services.
BPM workshops were conducted across multiple French locations, including Paris, Lyon, Toulouse and Bordeaux, combining BPM methodology with the analysis and modeling of operational business processes.
Challenge
Orange wanted to strengthen its ability to analyze, structure and improve complex operational processes using BPM principles and process modeling.
One key use case involved customer relocation management, where customers moving to a new address needed continuity of telecom services including fixed-line, internet, TV and mobile.
This process involved multiple scenarios, operational teams and system dependencies, requiring a clear end-to-end understanding of how activities, roles and interactions were structured.
Approach
BPM CYT conducted practical BPM workshops built around process discovery, analysis and modeling.
Participants worked on identifying business processes, clarifying roles and activities, structuring process flows and translating complex operational scenarios into actionable process models.
BPMN modeling was used as part of a broader BPM methodology, connecting process understanding with improvement and transformation objectives.
Outcome
The engagement strengthened Orange’s BPM capability across multiple teams and locations.
It improved teams’ ability to:
* structure process analysis
* model complex workflows
* identify bottlenecks and inefficiencies
* prepare future transformation initiatives with greater rigor
The engagement also demonstrated BPM CYT’s ability to apply BPM methodology at scale across complex enterprise environments.