ACN Infotech - Order Processing

Efficient order processing - The Dutch telecommunications specialist KPN Broadband Networks provides selected Internet providers with MxStream ADSL Internet connections. KPN receives more than 2,000 orders for this high-speed broadband Internet access per day. ACN's COSA Workflow for baan solution is used to process these orders rapidly and efficiently. This solution, based on ACN's COSA BPM software, is integrated into Baan's ERP software as process management module. It manages all business processes - from order receipt to completion - across all existing IT-applications, including the ERP system. Especially process exceptions can be processed in a standardized and event-triggered manner by means of COSA. Today, KPN`s more than 50 administrative employees receive all relevant information on time. The new system enabled KPN to reduce processing time by 50% whereas the amount of orders increased by more than 100%. For KPN customers, this means that they receive their Internet access via ADSL in less than two weeks.

Transactions between departments - Various participants are involved in the complex process between initial order receipt and final delivery. Processing orders involves numerous manual transactions between individual departments. The involved departments process their tasks in the corresponding Baan modules. By introducing BaanERP, KPN already reduced order processing cycles from 31 days to 21 days. However, the additional work caused by incomplete orders, i. e. 30% of all orders, could not be reduced with a "pure" ERP system.

Standardized processing of exceptions - After receiving an order, the ERP software initiates all steps that are required for establishing an MaxStream connection. This also includes sending notifications to the companies that install the line at the customer`s location. The majority of these orders is processed automatically. Thanks to COSA, KPN now has standardized processes for these exceptions as well. For this purpose, exceptions were defined and rules for their handling were determined. The user does not need to understand the entire process, but he is guided through it step by step. Automatic task assignment ensures that the user immediately receives all relevant documents. Time-consuming searches in various ERP modules are no longer required.

Increasing efficiency by 100% - Individual knowledge could be transferred to the process management module. The quality of order processing improved considerably while cycle times were reduced substantially. The introduction of an ERP system had already led to a substantial improvement. The use of COSA has cut cycle times to 14 days - a reduction by more than 50%. This goal was achieved without recruiting new staff although the total order quantity increased from 135,000 applications in 2001 to more than 300,000 in 2002. COSA provides reliable statistics on benchmark data and improvements so that existing resources can be deployed at maximum efficiency. Furthermore, KPN is able to draw upon its personnel very flexibly. Especially during peak times, this is an important factor. As exceptions are now standardized and no longer require specialist know-how, KPN can resort to temps during peak hours.

High user acceptance - As tasks are assigned automatically and the system`s use is very intuitive, the employees take to it very quickly. After brief introductions and minimum training efforts, the system could be rolled out.

Rapid introduction of new products - KPN is quite excited about the ACN solution. After finalizing the project, Rob Dekkers, KPN`s Operations Manager for ADSL, states: "The new ACN solution not only supports us in managing our product portfolio but also considerably reduces the time needed to introduce new products." An experience KPN already made when "ADSL light" was introduced.