Building the Foundations of a Digital Twin

How a Technology Titan Has Started Its Process 
Transformation Journey with BusinessOptix

Background: Identifying key challenges

Our customer, a leading information technology firm, is embarking on a major transformational endeavor that requires modernizing its business process management and the selection process of the vendors it partners with. This is part of our customer’s journey to process excellence and continuous improvement to deliver a technology to help catalyze transformation by delivering a consistent, transparent framework for documenting processes and their details, including applications, reporting, and KPIs. These challenges are motivated by:

• Becoming more competitive
• Transforming customer experience
• Transforming supply chain
• Mergers and acquisitions
• Increased regulatory and compliance pressure

Evaluation: Selecting BusinessOptix for process management and transformation

Our customer completed a comprehensive evaluation process to select the most suitable process management and transformation vendor.

• Initial shortlist: Following internal investigations and advice from Gartner, they initially identified eleven potential process software vendors.
• Council evaluation: A level one council of stakeholders was established to refine this list based on different requirements and use cases. This process reduced the list to three vendors.
• Customer consultation: In the final stage, they consulted with existing customers of the shortlisted vendors. For BusinessOptix, they engaged with MIT Lincoln Laboratory to understand their experiences. This consultation played a crucial role in their decision to choose BusinessOptix.

Defining a governance framework

To ensure the effective implementation and management of BusinessOptix, our customer established a robust governance framework. This was spearheaded by a level two council, which included representatives from all entities within the organization. The council focused on:

• Deployment strategy: Leverage the framework based on addressing the processes presenting the biggest challenges for their strategic priorities and as those processes are improved the maps/models will be produced organically.
• Master data roles: Defining roles and responsibilities for managing master data.
• Connecting processes to work instructions and customer journeys: Ensuring that processes were linked to standard operating procedures (SOPs) and customer journeys.
• Controls and verifications: Establishing mechanisms for process owners and users to verify and control processes.
• Repository Structure: Structuring the repository landing pages to suit the needs of each business unit.

Additionally, a level three council was created to set priorities for process mapping and to consider future steps, such as simulation, analysis, and regulation management within the BusinessOptix Governance, Risk, and Compliance tool.

Customer-to-customer learning path

Our customer continues to benefit from its relationship with MIT Lincoln Laboratory, establishing a regular cadence to exchange experiences and learning points. This collaboration is allowing them to model its transformation on a mature BusinessOptix customer, facilitating a valuable exchange of insights and best practices.

Expected benefits of using BusinessOptix

Our customer anticipates several key benefits from implementing BusinessOptix, including:

• Catalyze transformation: Accelerate the pace in which strategic priorities and daily challenges are addressed by using the best technology.
• Process standardization and centralization: Eliminating disparate processes and tools in favor of a single, accessible repository of truth across all business units.
• Continuous improvement: Utilizing simulation capabilities to identify areas for improvement and test scenarios before implementing business changes.
• Reduced inefficiencies and optimized resources: Leveraging process mining to identify bottlenecks and inefficiencies, streamline processes, and eliminate waste. Additionally, identifying opportunities to use AI to enhance ways of working.

Future Plans

By addressing these challenges and leveraging the capabilities of BusinessOptix, our customer aims to build a solid foundation for its digital transformation journey. This foundation is crucial not only for immediate gains in efficiency, collaboration, and continuous improvement but also as a stepping stone towards creating a comprehensive digital twin of their operations.

A digital twin — a virtual representation of their processes and operations — will enable the company to simulate, analyze, and optimize processes in a risk-free environment. This intelligent capability will allow them to anticipate and respond to operational challenges with greater agility, test new strategies without disrupting actual operations, and continuously refine its processes based on real-event data and simulated insights.

The implementation of BusinessOptix is more than improving current processes; it is about laying the groundwork for a transformative digital future. This strategic move will enable them to harness the full potential of digital twin technology, with the power to drive sustained innovation and operational excellence across the organization.

For more information on how BusinessOptix can help with your Digital Twin efforts, sign up to receive our Digital Twin of an Organization whitepaper.