Reengineering Lead to Cash - Process and Organization

In the last few years, BT Italy has recorded an important business growth, which has led to a high complexity and a request to improve governance of fulfilment process. This paper presents the BT Italy case study of reengineering the Lead to Cash business processes to reduce time to market and improve customer’s satisfaction. The operational levers applied to realize project objectives are business process reengineering, organizational review and tools enhancement. In the process reengineering “Performing process methodology” and Higo framework have been applied. The first part of the paper presents the BT scenario, the second part describes the process reengineering and the organizational interventions. The last paragraph presents the expected benefits and the conclusion of the case study.