Case Study

KTF (Gold Winner, WARIA/WfMC 2006)

Intro:

KT Freetel Co. Ltd. (KTF) embraced BPM as a cornerstone technology to integrate widely divergent, existing systems that enabled their core business processes. By using BPM to reduce customer service initiations, KTF has internally increased sales by 250 million Korean Won ($270,500 U.S.). The BPM solution has reduced the time from new contract completion to opening of the service by 50 percent, thus reducing the roaming charges that customers would typically incur during this time. Moreover, the roaming opening process status can be checked in real-time, causing idle time to decrease by an average of 40 hours.

Overview:

KTF, Korea’s second largest mobile communications company, is using BizFlow® to automate and standardize operational processes, re-engineer inefficient workflows, improve work cycle times and provide a platform to foster continued process improvement. Through its use of BizFlow®, KTF has realized cost savings, increased revenues and improved productivity. By using BizFlow® to make all work processes highly visible and shorten each work process life cycle, KTF has achieved a 10-15 percent cost reduction based on work hours and cut labor cost required for process improvement by 10 million Korean Won per month. In addition to improving resource productivity, KTF increased revenue by shortening the product development time span and improved customer responsiveness by speeding up data collection. By reducing the period of customer data collection from five days to real time, KTF can immediately classify data as a complaining customer or a VIP, and develop the appropriate response.

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