Establishing a Business Process Management System in a telecoms company

Gamma Telecom provides voice services and voice applications. But newer products are increasingly more complex and the largely manual processes involved in order fulfilment are unable to perform effectively enough. As a result Gamma and the University of the West of England (UWE), in a joint Knowledge Exchange Partnership (KTP) project, are investigating how to automate such product processes using Business Process Management System (BPMS) technology within a Service Oriented Architecture (SOA) development framework. A number of product processes have been automated, and the resulting experience and knowledge has been incorporated into a "meta-process", a process for capturing, modelling, analysing, improving, and providing IT support for Gamma's new business product processes. It is suggested that a generalised form of this "metaprocess" would benefit other companies wishing to pursue process automation. © Springer-Verlag Berlin Heidelberg 2010.