Forrester

Why Read This Report

Qwest, a telecommunications company located in North America, provides voice, video, and data services to residential, SMB, and enterprise-level customers. Its provisioning operations were experiencing significant gaps in process automation and documentation, resulting in inefficiencies and missed business opportunities. In response, Qwest created a business process center of excellence — a centralized business process management (BPM) project team tasked with documenting standards and creating a process repository. This center of excellence collaborated with the efforts of preexisting business process groups in each operating entity to implement a business project management suite (BPMS) that streamlined disjointed processes, facilitated change management, and captured process standards. As a result, Qwest now measures business process improvements and benefits; it also has impressive user buy-in.