Two major goals marked the start of Horizon Power’s BPM journey. Firstly, securing senior leadership buy-in for the necessary strategy tools and applications was important. Simultaneously, it was essential to establish a foundation for process-based management, which involved more than adopting a standard BPM lifecycle model. This included implementing governance, ensuring compliance, and cultivating a shift in employees’ and the board's mindset toward process ownership and continuous improvement. Zooming in on a particularly interesting process, the Life Support and Outage Management process, where the team at Horizon Power used BIC Process Design to scale their efficiency and compliance, required:
- Ensuring safety and compliance in managing life support equipment and outages
- Providing accurate notifications to customers relying on life support
- Maintaining a resilient process for outage management to enable safe maintenance by field crews
For this particular process, the initiative started with a human-centred approach, mapping the customer experience journey from registration through to the final outage reporting. BIC Process Design was then utilized to represent key elements in a structured database and capture customer touchpoints within internal processes. The team at Horizon Power developed a business capability view to create a unified language for describing processes and visualizing project impacts, applications, and interrelationships. To gain 100% end-to-end process transparency they
- Created a value chain to outline the internal view of end-to-end processes
- Produced detailed BPMN 2.0 process maps with swim lanes, including RACI, and detailed flow of activities, inputs, and outputs – linked to solution architecture defining the way involved systems deliver the functionality and required automation.
By specifying process architecture at a granular level—including task-level customer touchpoints, impacted relationships, and applications—Horizon Power can efficiently generate necessary reports and data and therefore thrive with its process excellence work.
