Operational Excellence | BPM Training
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 training workshops were delivered across multiple French locations, including Paris, Lyon, Toulouse and Bordeaux.
Challenge
Orange needed stronger BPM capabilities to better analyze, structure and improve complex customer-facing operational processes.
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, making process visibility and modeling particularly important.
Approach
BPM CYT delivered BPM workshops focused on process analysis, process modeling and BPM methodology.
The workshops combined:
business process discovery
role identification
activity mapping
BPM modeling using professional tools
BPM project methodology
A key focus was translating complex operational scenarios into structured and actionable process models.
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 deliver high-value BPM training at scale in complex enterprise environments.