bpa project

8/8/2019 BPA Project

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Implementation of Business Process

Automation at Nokia Care.

SUBMITTED TO,

PROF. T.K.Singhal

SUBMITTED BY,

AVIK NIYOGI

(PG09026)

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JYOTIKA SUMAN

(PG09050)

KUMAR BHASKAR

(PG09054)

CONTENTS

Acknowledgement . 3

Objective 4

Executive summary . 5

Research methodology 6

Introduction of Business Process Automation 7

Overview of Nokia India . 13

Nokia Care .. 15

Data Analysis and interpretation .. 16

Chi square test .. 24

Findings ... 26

Conclusion ... 27

Limitations of the study ... 28

Bibliography ... 29

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ACKNOWLEDGEMENT

Any project cannot be done through only of ones own effort. This project is also not an

exception. Many people directly or indirectly help us to complete this project either in the form

of their ideas and suggestions or by sharing their experience with us. But there are some persons

without whom I was not able to make my project fruitful. First of all I would like to give my

sincere thanks to Prof. T. K. Singal, our faculty of MIS, who has suggested us such a burning

issue as the topic for the project.

Then I would also like to thanks Prof. R. K. Singal and Prof. Lata Singh who has

given us the opportunity to have the experience of project in each and every area of

management study.

Date:

Avik Niyogi(26)

Jyotika Suman(50)

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Kumar Bhaskar(54)

OBJECTIVES

Primary objectives:

To find the process of implementation of Business Process Automation at Nokia Care.

To find the impact of application of business process automation on the working of Nokia

Care.

Secondary objectives:

To know the details of BPA (Business Process Automation).

To find out uses and benefits of BPA.

To find out the technological edge Nokia Care is getting after implementing BPA.

To find out the ways BPA is helping out Nokia Care operations.

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EXECUTIVE SUMMARYThe project report deals with basic structure and functioning of Nokia Care India. The company

provides after sales service through Nokia care centers located in various cities. These care

centers are equipped with the latest technology and interconnected with the care centers

throughout the country.

With the mission of low cost products and high customer satisfaction, the study sets out talk

about the various ways to automate the business processes focused on addressing customer

request, repairing products/components and recycling.

While following the BPA framework, the strategy has been divided into three major

classifications: Application strategy for automation and integration of the process; Technology

management strategy; and Change management strategy which also incorporate the

comprehensive training program necessary.

The framework enables collection of data, analysis followed by useful implementation through

development of expert system and business intelligence which keeps all the processes

continuously evolving and efficient, thus increasing customer delight.

Our project is based on both the primary and secondary Data Collected through questionnaire

from customers as well as retailers

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Research Methodology

Type of research:

Exploratory Research

Secondary data sources:

Project reports, Newspapers and Magazines, Internet.

Primary data sources:

Questionnaire and personal interview

Sampling area:

Malls and Retail outlets existing nearby area of Dasna, Ghaziabad. Nokia care

near Ghanta ghar.

Sampling technique:

Convenience sampling

Sample size:

60 for consumer research

15 for retailers research

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Tools for analysis:

Microsoft Excel and SPSS

Introduction:Business process Automation, orBPA is the use of "technology components to substitute

and/or supplement manual processes to manage information flow within an organization at lower

costs to reduce risk, and increase consistency."

Additionally, the role of management for any business is to maximize their shareholders' ROI

(Return on Investment). In order to achieve these goals, firms must identify any unnecessary

amount of work and eliminate inefficient labor. Consequently, many firms turn to custom

software as their solution.

There are two options that a company is faced with if it decides to utilize software to facilitate

certain business processes: hire a developer on board or hiresoftware consultants. There are four

main techniques for delivering automation of a process.

1. Extension of existing IT systems

As most IT systems are inherently automation engines in themselves, a valid option is to extend

their functionality to enable the desired automation, creating customized linkages between the

disparate application systems where needed. This approach means that the automation can be

tailored specifically to the exact environment of the organization; on the down-side it can be

time-consuming to find the necessary skills either internally or in the marketplace.

2. Purchase of a specialist BPA tool

Specialist companies are now bringing toolsets to market which are purpose-built for the

function of BPA. These companies tend to focus on different industry sectors but their

underlying approach tends to be similar in that they will attempt to provide the shortest route to

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automation by exploiting theuser interface layer rather than going deeply into the application

code or databases sitting behind them. They also simplify their own interface to the extent that

these tools can be used directly by non-technically qualified staff. The main advantage of these

toolsets is therefore their speed of deployment; the drawback is that it brings yet another IT

supplier to the organization.

3. Purchase of a Business Process Management solution with BPA extensions

From the discussion below, it can be seen that a Business Process Management system is quite a

different animal from BPA, however it is possible to build automation on the back of a BPM

implementation. The actual tools to achieve this will vary, from writing custom application code

to using specialist BPA tools as described above. The advantages and disadvantages of this

approach are inextricably linked the BPM implementation provides architecture for all

processes in the business to be mapped, but this in itself delays the automation of individualprocesses and so benefits may be lost in the meantime

4. Purchase of a Middleware solution

Process of Business Process Automation:

The process of BPA rests on three critical pillars referred to as orchestration, integration and

dynamic process automation.

1. Orchestration relies on easy-to-use and visually compelling interfaces, to transform thedata and events into actionable information for enablingdecision making.

2. The process of integration on the other hand, allows critical data existing along disparate

platforms to be read, modified and exchanged.

3. The third and the most important pillar of business automation is automated execution

which allows the organization to streamline manual repetitive tasks and manage the

development process to remove the hassles in the long term.

The term business process automation is applied to the spectrum of business process

management tools. The continuum of business process automation encompasses workflow

automation, business process integration, process control and improvements based on business

intelligence and expert systems.

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Business process automation in its simplest form is workflow automation where operational

aspects of a work procedure are computerized by facilitating flow of information. Based on their

complexity from the view point of amenability to automation the business processes can be

classified as follows:

Administrative processes are one of the most generic and sluggish of all kinds of

business processes at best symbolized by a moving paper around the sections for a

routine decision. These are the processes that can be automated easily using simple

workflow methodologies, by proper design of validations and interlocks. For example,

approval for business trip can be applied online and the sanctioning authority will have afixed time period to say yes or no, beyond that time system sanctions the tour and the

information is carried forward to finance department for information and administration

department for making arrangements for the trip. Office automation is generic term used

for automating administrative processes.

Transaction oriented business processes are those that generally result in payments or

receipts. Accuracy of data is of utmost importance here, where automation aims at data

integrity and eliminating multipoint of data entry.

Critical processes are those processes that are key to the success of the organization.

These are the processes where a companys major chunk of activities get done and are

critical for delivery of companys strategy. Data and application integration is the essence

of automation of these processes.

Throughput is a generic measure for any kind of workflow and workflow automation maximizes

it.

In general business process automation is application of principles of manufacturing process

control like measurement of process variables, comparison against standards or set values, closed

loop control mechanisms etc. - all this using available features of information technology

-BPM provides repository of tools for just the same.

Generally breakthrough improvements in business processes are taken up as a project and once

the projects goals are accomplished, the processes are standardized and remains largely

unchanged (but for occasional interventions by participants to eliminate glaringly visible flaws in

the processes). But availability ofprocess modeling and simulation tools have given business

processes the ability to adapt to ever changing dynamics in the market place and incorporate

improvements in the processes.

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Most important thing to note is that business process automation is not simply automating or

computerizing the tasks that are being conducted manually. It provides an opportunity to probe

and eliminate underlying assumptions around the manual tasks. For example, the basic

assumption of purchase order against indents even for general spares can be defeated by the

realization that general spares can be ordered automatically based on the inventory levels.

Automation is an opportunity to simplify work and get rid of repetitive tasks and non value

adding activities.

Next, business process automation deals with most common delays associated with business

processes delays due to reluctance of people in making decisions, lack of right information and

separation of decision making authority from points in the process requiring decisions.

Computerized information flows can be deployed to bring routine decisions closer to the process,

with the help of integrated process data and optimizing software, which can in the worst case

provide process participants with the most viable options to choose from. This brings the

decisions right where they belong to the frontline.

Another important aspect that business process automation addresses is that effectiveness of

business processes is marred by the erroneous data that gets processed. Through automation it

can be ensured that there is a single point of data entry, and validated through built-in controls or

even better, if manual entry can be done away with altogether and process data is captured

through automated transactions.

One point that emerges strongly from the above discussion is that the business process

automation is oriented around the desired outcome and not around the tasks against the popular

notion that business process automation is about automating the individual tasks to achieve thespeed.

Speed comes not from automating all the manual tasks, but from dissemination of error

free information, faster and informed decisions, and better understanding of the

dependencies through challenging the underlying assumptions in the system.

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A new approach to Business Process Automation:

Introducing CommunicationsBased Process Automation (CBPA) solutions that focus on the

automation of the process AND the communications that drive them. It proposes that we use

communications technologies and practices that have been proven over decades in contact

centers as the foundation for process automation:

Intelligent queuing and routing The technology used to queue calls for delivery to

the right agent with the right skills in the contact center can also provide the orderly

prioritization and delivery of work to the right people in the organization.

Presence A communications based process automation solution can make use of

presence information when it decides how to deliver work based on a persons availability.

WFM Demand forecasting and agent scheduling techniques that allow contact centers

to make sure that they have sufficient personnel to handle the expected load.

Recording Capturing the communication method used between a customer and an

agent (calls, chats, emails, faxes) becomes even more valuable when recording and

reviewing communications between parties within a business process, especially for

guideline adherence and compliance.

Realtime monitoring Contact center supervisors demand real-time visibility to

monitor agent performance and ensure service levels are met. These same capabilities

provide managers and executives real-time visibility into every step of the work process,

including statistics and alerts to errors and delays, and the ability to coach employees

through processes as needed.

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VoIP - provides complete location-independence, enabling employees to participate in

businesses processes from anywhere in the world.

The Benefits of Business Process Automation:

Virtually eliminate time spent handling, retrieving, filing, distributing, faxing, copying,

organizing and searching for paperwork. It may save thousands of dollars on paper alone.

Save hundreds or even thousands of work hours a year by automating routine tasks

with macros and programming.

Implementing a fixed method of work flow ensures that the procedures and methods of

doing business are maintained, that project status can be easily tracked (through reporting,

etc.) and simplifies the task of training new employees.

A centralized location for documentation in addition to a systematized approach for

retrieving needed reports, documents and specifications ensures that everyone has the accessto the they need to correct, up-to-date information. Information that is created, captured,

stored and maintained in a predetermined, organized format is more complete, easier to work

with and allows for greater consistency.

Elimination or minimization of double entry. In other words, data should only need to

be entered in the computer one time. In addition to double entry equating to unnecessary

double work, there is the problem of updating important information in one file and not

another. For example, a clerk at a law firm may update a persons contact information in their

customer database and fail to notify the paralegals, which may be responsible for updating

the clients address in the clients document and contract files.

Elimination or minimization of duplicate files. If more than one person is responsible

for working on or reviewing the same files, a common problem is that duplicate copies of the

subject files exist on the network. When there are duplicate files in use, assuming the error is

caught, additional time must be spent combining those files.

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A higher level of constancy can be had by automating the creation of documents based

on information already included in the database.

Accomplish work more quickly, which in turn shortens the billing and production

cycles.

OVERVIEW OF NOKIA INDIA

Nokiahas been a pioneer of the cellular technology growth forIndiawhen it started with the

first cellular call made a decade ago through aNokiahandset and over aNokianetwork.

Businesses inIndiainclude:

Devicesbusiness

R & D centers

Servicesbusiness

Design Studio

Infrastructurebusiness

Manufacturing inIndia

Vision:Our promise is to help people feel close to what is important to them. People want to be truly

connected, independent of time and place, in a way that is very personal to them. And,Nokias

promise is to connect people in new and better ways.

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Mission:

Nokias mission is to increase customer base by reducing cost and enhanced customer

satisfaction.

Goals:

Become leader of enterprise mobility, while focusing on the voice, multimedia and mobile

services

Overtake rivals in terms of technology and features, while maintaining cost advantage

Increase fraction of handsets with touch screens and Symbian user interface

Improve growth rate in sales by 25% in two years by improving penetration into tier 3 cities

and villages taking advantage of the increasing tele-density

Improve post sale services to improve customer satisfaction indices

Recycle and improve technologies to reduce cost of owning a handset by 10% in a year

Good and responsible contribution in societies of operation while reducing waste to minimum.

Business Strategy:

Nokias strategy is to build trusted consumer relationships by offering compelling and valued

consumer solutions that combine beautiful devices with context enriched services. It focuses on

the strategy to lower the cost of owning and operating a mobile phone and to bring the benefits of

mobile telephony to people in emerging markets.

Operation strategy:

Improve production flexibility to manage the reducing product life cycles Enhance productionprocessefficiency & access to cheaper resources like components, skilled

labor

Increase the product variety to satisfactorily cater the needs of the customer from the mass to

HNW

Better quality of handsets to act as a competitive advantage

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Keep customer at the center while developing a product using feedback, primary research,

CRM etc.

Promotecustomer careas a key differentiator

Go green by encouraging recycling and using environment friendly or disposable material.

Nokia Care

Mission:

Derived from the corporate goals and strategies, its mission is the high commitment towards the

customer and focus on providing excellent post sales services.

Goals of Nokia India Care :

These goals have been developed based on the external facing operation strategies:

Extendedcustomer careservice over the original manufacturers limited warranty

Customer ease

Encourage recycling of products

Quality servicing within record time through higher location penetration, state of the art

technology, engineers etc. modeled on the globalNokiacare

Customers

Nokiacare work force

Hardware vendor

Society and environment

Objectives of BPA at Nokia India Care:

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To reach the goals described above, it is necessary to automate the processes keeping the

following expectations/objectives:

Improve customer loyalty and retention levels by increasing efficiency and effectiveness of

responses to customer requests

Bring flexibility to accommodate varying servicing plans Reduce costs

Improve response times

Simplifyprocessfor better understanding and use by customer

Reduce post purchase support costs for customers

Automate service delivery by using location centric approaches to identify problem location,

nature, response responsibility.

Data Presentation and analysis

Customers Feedback(sample size 60)

1. Which handset right now you are using? (you can tick more than one)

a) Nokia

b) Motorola

c) Samsung

d) Sony

e) Micromax

f) LG

g) If other, please specify...

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In Indian mobile handset market Nokia has the highest market share according to the survey.

In our survey we got the maximum number of people using Nokia .We have seen the brand hasthe highest level of loyalty in basic phone

Micromax is the coming threat for Nokia according to the customers for service quality according

to the survey

2. Mark the following in the order of your preference in terms of quality and services. (1-

highest, 5- lowest)

a) Nokia

b) Motorola

c) Samsung

d) Sony

e) Micromax

f) LG

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Ranking Handset

First Nokia

Second Sony

Third LG

3. How do you find your existing Nokia care services?

Excellent Good Neither good nor

bad

Bad Very bad

People has a belief that Nokia has a good customer service even if the customer is not the

user of Nokia

13 % of the people are told that the services are not so special .Those are the user of

Nokia or was the previous customer of Nokia.

No respondents are given the bad feedback on the Nokia service

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4. How often do you find delay in Nokia care services?

Very often Frequently Some time with

valid reason

Rarely Never

Nearly half of the respondents have the rear experience of delay in the Nokia service

7% people have a frequent experience of delay in Nokia care services

5. Do you find any improvement in the servicing of Nokia care since last 10 years?

a) Yes

b) No

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c) Cant say

Nearly 70% of people think that business process automation helps the mobile service

provider to increase its efficiency on customers dealing.

20% of people think that the BPA does not help in improved customer service

It shows the people have a positive attitude over technology and the systems in which

information in processed and treated

The survey shows that automation may be the factor of attraction for new customer of

Nokia phone

6. Rate the following in terms of Nokia care services?

a) Quality

b) Cost

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c) Efficiency

40 % of people are believed that the BPA saves cost and another 40% stands in favour of

quality improvement. Rest 20% think that the constraint of time bound is helped by

business process automation

This pie chart is based on the data which is the first priorities of the respondents. Mainly

the people focus on cost effectiveness and quality whereas time is the secondary priority

while servicing a mobile or solving a problem regarding handset

7. Do you think that business process automation will help the company to provide better

services to its customer?

a) Yes

b) No

c) Cant say

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This pie chart says about the total effectiveness on the communication process of the

company to its distribution channel as well as the customer

67% of people says that it improve the total communication. 20% people are indifferent

and rest 13% said that there is no improvement in communication and efficiency

Mainly we have seen that the customers who are not using the brand has the negative

impact

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Data interpretation and analysis of Retailers

(sample size 15)

Here we can see more than half of the retailers are glad in the service quality

of Nokia

No retailer has given extremely bad feedback to Nokia. 2 people have given

bad feedback as they are suffering now a days for quality

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We have got only 3 variety of good feedback in terms of cost of the service. Even after

the warranty period they are giving the services in a very reasonable cost

Half of the respondent retailer said that it is very good .5 retailer have the ecstasy for the

for servicing Nokia Brand

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Prompt action is one of the main result of BPA in Nokia care

Most of the retailer has given excellent feedback for Nokia care service

Only one retailer in the sample has given bad feedback for the time bound activity forNokia care

Chi-square test results for in retailer(expected is service quality

feedback in customers feedback)

Quality feedback

Null hypothesis: There is no significant difference onopinion of retailer and consumers

Review data

Row # Category Observed Expected # Expected

1 excellent 3 1.95 13.000%

2 very good 8 10.05 67.000%

3 satisfactory 3 2.7 18.000%

4 Bad 1 0.15 1.000%

5 very bad 0 0.15 1.000%

P value and statistical significance:

Chi squared equals 5.984 with 4 degrees of freedom.

The two-tailed P value equals 0.2004

By conventional criteria, this difference is considered to be not statistically significant.

Cost feedback

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Review data:

Row # Category Observed Expected # Expected

1 excellent 5 1.95 13.000%2 very good 7 10.05 67.000%


4 Bad 0 0.15 1.000%

5 very bad 0 0.15 1.000%




By conventional criteria, this difference is considered to be not statistically significant.

Efficiency feedback


Review your data:

Row # Category Observed Expected # Expected1 excellent 6 1.95 13.000%

2 very good 6 10.05 67.000%


4 Bad 1 0.15 1.000%

5 very bad 0 0.15 1.000%




By conventional criteria, this difference is considered to be very statistically significant.

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Note:

Here the expected percentage are taken according to the feedback of consumers service

Bad and very bad feedback are taken of 1% because of considering whole data division

Expected data are compared in all three level of constraints from the retailers

Findings

Retailers opinion over the service quality, cost and efficiency is not significantly different

than the consumers feedback on the service quality because of business process

automation.

People have faith over the Business process automation of Nokia care because it was the

pioneer of the cellular service in India as well as the main player in mobile handset

market and accessories

Business process automation leads to cost reduction in communication and ease the

process of service very efficiently according to the customers feedback

Regularly updated platform integrated with the central database and tools used internally

by the Nokia care workforce results in providing sustainable competitive advantage

With the arrival of this BPA the consistency has reached to a new level.

Apart from cost reduction it helps the employer and employee both of the Nokia care to

save time and their energy to remain up to date with the current status.

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Conclusion

Many software applications are functionally disparate. Any business may have two or more

software applications that each performs an individual function, but are incapable of

communicating or sharing information when it is time to produce a final report or analysis.

Custom software developerscan modify existing software applications to allow for collaboration.

Therefore, in order to get rid of all these problems the Business Process Automation is a major

tool of solutions. Such an interface can provide many manual reporting and other daily business

tasks.

BPA mainly focuses on streamlining, optimizing and automating the various key processes that

helps in effectively driving the key value of an organization. Business Process Automation

Solutions primarily focus on integrating applications, reducing labor cost by using business

automation software throughout the organization. Moreover it facilitates an organization to

execute and observe various business processes that span organizational boundaries & computer

network and improve them constantly. Highlighting about best advantages of BPA Software are

it makes business process faster, and further leverages present IT assets and applications to

deduce operational errors.

Thus, in this way at Nokia care it helps a lot to increase their efficiency and thereby performance

by saving time, money, energy and labor. The people at Nokia care are fully in favor of this

business Process Automation and feel the change with this automation services.

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Limitation of the study

Time and resource constraint was present throughout the study

We are not able to collect required amount of data sample that we have earlier planned of.

The respondents might be biased while giving the responses.

The information collected are may be insufficient to reach the right conclusion.

It may be possible that we are not able to go the level of depth that is needed to justify the

topic.

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Bibliography

Case studies:

Nokia's Strategy in India

Press releases - Nokia India

Report on Business Process Automation

Websites:

http://www.nokia.co.in/get-support-a...are/contact-us

www.google.com

www.wikipedia.com

www.nokiacare.com
http://www.nokia.co.in/about-nokia/press/press-releases/showpressrelease?newsid=-23312http://www.nokia.co.in/get-support-and-software/contact-ushttp://www.google.com/http://www.wikipedia.com/http://www.nokiacare.com/http://www.nokia.co.in/about-nokia/press/press-releases/showpressrelease?newsid=-23312http://www.nokia.co.in/get-support-and-software/contact-ushttp://www.google.com/http://www.wikipedia.com/http://www.nokiacare.com/

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