The customer:

CommuniGate is a joint venture run by Bayern Card-Services GmbH and Lufthansa AirPlus Servicekarten GmbH operating a customer service centre on their behalf. CommuniGate services renowned credit card portfolios.

The project:

The Client Vela consultancy in the CommuniGate customer service centre comprises process analysis and definition, setting up a reporting structure and quality optimisation, while concurrently reducing costs. In the context of a comprehensive activity survey, the software tool "ProcessLog", developed by Client Vela, was put to good use. The use of this tool permits electronic recording of all activities in daily business and serves as an analytical instrument to indicate process and staff-oriented potential for productivity improvement.

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Key challenges:

• Further development of the process and quality management in order to support an increase of productivity and quality via appropriate steering tools.

Services provided by Client Vela during the project:

• Interim management as division manager in process and quality management
• As-is analysis in this field.
• Initiation and conduction of a comprehensive process harmonisation.
• Development of a company-wide consistent product and process understanding.
• Analysis of the adopted knowledge management tool and deviation of approaches for improvement.
• Direction of the division process and quality management to the central service provider.
• Documentation of all administrative processes which are relevant for the company.

Results achieved for the client:

• Comprehensive harmonised process landscape.
• Improvement of cost and benefit transparency.
• Establishment of clear competences and responsibilities for internal processes.

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