The challenges

Digital transformation is forcing companies worldwide, across all industries, into survival mode. Even the largest, most established corporations are being challenged to adapt not only what they do, but how they do it. For these larger organizations, complexity and siloed thinking can block the way forward, and few companies can say their simplification efforts are as effective as they could be.

The response

SAP, one of the world’s leading software companies, is answering the challenges posed by silos and complexity through greater empowerment of their employees. By embarking upon a company-wide digital and operational transformation, SAP aims to make their business processes easy to access, understand, and use for their worldwide workforce of tens of thousands of employees.

“The key to a successful transformation is the ability to understand processes, identify improvements and simplify operations. With the help of Signavio we recently completed the Process Journey that helps identify and eliminate weaknesses in our processes.” (Mark Saul, Head of Process Management, SAP)

To do so, SAP needed a means to help all employees better understand their operations in a single, simple view. Beginning with the documentation of the current state of every operational process from an end-to-end perspective, the project culminated with the creation and delivery of a learning platform. The platform enables all SAP employees to see how the company’s processes work—and how their work contributes to the company’s success. This unprecedented visibility also means all employees now have the opportunity to identify areas for improvement, simplify operations, and suggest new innovations, in each operational unit at SAP.

SAP Process Journey Team

The result

“It was clear that if we want to successfully support a digital and operational transformation, we needed to get rid of the antiquated, old-fashioned chevron look and feel of the purely traditional SAP Process Map. In order to provide the business with full transparency on operations, and employees with a learning platform for our processes, end-to-end, in one view, we needed a new approach.” (Mark Saul)

By collaborating with Signavio, SAP was able to build a unique product and company process journey view, designed with a modern look and feel. The SAP Process Journey was created to fit perfectly the current visual appearance of SAP, with the latest images specific to the organization.

As Mark Saul explains, “In addition to the new visualization, the sequential structure of the way we created process steps on our Process Journey helps motivate process consumers to think in terms of end-to-end processes.”

SAP Process Journey on a tablet

The benefits

“Signavio offered features and functions that helped us to build a uniquely designed journey map rather than a regular value chain diagram. The new features and diagram type Signavio delivered enabled us to create to create a modern, transparent, easy-to-understand Product and Company Journey, which reflects the SAP value chain.” (Mark Saul)

As a next step, SAP is already planning how to apply this thinking to broader customer journey maps, in order to improve customer experiences. Working in collaboration with SAP’s internal Process Community, the SAP Process Management team will next focus their attention on understanding all the touchpoints between SAP’s operations, and their customers.

Connecting the Process Journey with the Customer Journey will make it easier for customers to collaborate and do business with SAP. In addition, an increased focus on the customer experience will provide the data needed to simplify SAP’s own operations, while improving customer experience at the same time.