Software AG > Case Studies > Continuously Increasing Service Quality with ARIS Process Performance Manager

Continuously Increasing Service Quality with ARIS Process Performance Manager

Customer Company Size

Large Corporate

Region

Europe

Country

Germany

Product

ARIS Business Process Analysis Platform
ARIS Process Performance Manager (PPM)

Tech Stack

SAP
ARIS

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Platform as a Service (PaaS) - Application Development Platforms
Platform as a Service (PaaS) - Data Management Platforms

Applicable Functions

Business Operation

Use Cases

Process Control & Optimization
Predictive Quality Analytics

Services

Software Design & Engineering Services
System Integration

About The Customer

CWS-boco Germany GmbH is a subsidiary of CWS-boco International GmbH, a wholly owned subsidiary of Duisburg Franz Haniel & Cie. GmbH. In fiscal year 2011, CWS-boco International generated total revenue of €748 million. CWS-boco Germany employs about 3,800 staff members from 43 countries. The company is headquartered in Dreieich, Hessen. CWS-boco is a specialist in lavatory hygiene, floor mats and textile services. The company has a clear corporate strategy: “We want to help our customers with their needs. Our rental service allows our clients to outsource all their processes related to work clothes, lavatory hygiene and mats. This eliminates inventory costs, keeps premises smaller, lowers incidental costs, and means that parts subject to wear and tear do not need to be replaced. All this reduces costs and minimizes sources of error.”

The Challenge

CWS-boco, a specialist in lavatory hygiene, floor mats and textile services, has a clear focus—to always remain the leader in quality and innovation. The corresponding demands on enterprise IT are high. Accurate analysis of processing times are needed for a targeted and rapid increase in the company’s service quality. Estimated times are not enough. In Germany alone, more than 200,000 companies of all sizes and from all industries rely on CWS-boco’s services. A nationwide service network with more than 60 locations, 21 washing and processing plants and more than 600 service vehicles ensures that customer needs are always met throughout the entire service cycle. CWS-boco handles everything from order taking, delivery and all cleaning and repair steps to pick up and exchange of equipment, clothing and consumables.

The Solution

CWS-boco relies on SAP and—for modeling and documentation of the business processes—ARIS. This combination has proven itself over time and enabled the company to meet high-quality standards and make continuous process improvements. Implementation of ARIS PPM at CWS-boco took only three months. The solution allows CWS-boco to measure and analyze completed processes within its SAP environments, identify optimization potential and transfer the information to its ARIS-based business process modeling system. ARIS PPM controls several thousand process instances. The regional service managers receive weekly reports, which include graphics on the measurement results for each location and product group. The reports are forwarded to them via a mail server. Furthermore, the data needed for particularly important processes can be accessed at the touch of a button from a predefined list of favorites.

Operational Impact

Up-to-date measurement and graphical analysis of several thousand process instances according to locations and product groups
Reliable data aids root-cause analysis of disruptions and rapid implementation of process improvements
Increased customer satisfaction
Solution is well accepted by service managers
Stable and high-performance run-time behavior

Quantitative Benefit