文思海辉是一家来自中国的全球性IT服务公司，拥有超强的数字化咨询与行业解决方案实施能力，致力成为全球企业“具价值的业务合作伙伴”。文思海辉坚持为全球客户提供领先的数字化咨询、体验交互、技术实施与运营服务，并凭借在高科技、金融、制造等行业的深厚积累和丰富经验，与128家《财富》500强企业建立了长期合作关系。

Client Background

Pactera worked with a Fortune 500 US Retailer, to set up an Enterprise Center of Excellence focused on Business Process Management. The client is currently going through a significant transformation to streamline the customer experience. The CoE enabled the client to create a standardized, repeatable approach to process design, implementation, ownership, and measurement.

Business Challenge

The client had a decentralized approach to process management, which led to inconsistent process design, implementation, and control across the enterprise. These inconsistencies resulted in a lack of process discipline which affected the deployment of business strategy, product line decision making, and technology design and deployment. Over time a culture of long development times arose (slow speed to market). There were inconsistent implementation practices due to the lack of process control, and a resistance to change from a lack of or inefficiently implemented change management programs.