Endress+Hauser is a global leader in measurement and automation technology for process and laboratory applications. Headquartered in Switzerland, production facilities on four continents manufacture quickly and flexibly to the highest quality standards, supported by a total worldwide workforce of more than 14,000 people.
To manage this global footprint, Endress+Hauser operated using a highly decentralized structure, with authority distributed across different functions and different geographic regions. Realizing the limitations of this approach, the company was looking for a way to implement its global strategy more quickly, enhance the customer experience by reducing internal complexity, and improve its capacity to adapt to global trends.
In overcoming this challenge, Endress+Hauser used business process transformation solutions from the SAP Signavio portfolio. The solutions helped unify the organization's process landscape, support overall business strategy, and manage the transition to SAP S/4HANA – all part of Endress+Hauser’s “ONE BPM” initiative.
How Strong Processes Help Implement Strategy
Alexander Roettcher, Director Operations Excellence, Operations Excellence Office, Endress+Hauser Group Services, offers further detail: “So, the ONE is the cultural change we are driving right now. For us, the ONE is really standing for collaboration, synergies, and alignment across the entities, across the functions, and across the silos we have. Business process management is the vehicle for that.”
The video below explains the company's approach and how SAP Signavio solutions help:
Endress+Hauser relies on SAP Signavio solutions to support the three pillars of its ONE BPM strategy. Roettcher continues, “Business process management is, for us, a very important element and asset. Most of all, it is about improving the customer experience. The second element is to implement a strategy in a process-oriented way. And last, but not least, of course, is on the operational level to improve efficiencies.”
Combining X+O Data to Build Better Processes and Enhance Customer Experience
The Endress+Hauser online shop offered the opportunity for a “lighthouse project,” combining operational data on how customers interacted with a specific process, and customer data showing how customers felt during that interaction.
This project was delivered in partnership with sovanta, a company with a long-established track record providing Endress+Hauser support with technology, as well as in the area of human-centered design. sovanta integrated an intercept into the Endress+Hauser website, to track customer sentiment at the point of sale.
sovanta then fed this data into the SAP Signavio business process transformation solutions, so Endress+Hauser employees could use SAP Signavio Process Intelligence to monitor customer responses to the underlying process and, crucially, identify opportunities for improvement.
The video below outlines how Endress+Hauser was able to combine X-data and O-data effectively, including the vital contribution from sovanta:
- SAP Signavio Process Manager and SAP Signavio Process Collaboration Hub solutions to document, model, and simulate business processes and improve collaboration across those processes
- SAP Signavio Process Insights solution to supply process improvement recommendations, supporting strategic decision-making and prioritization to enhance efficiency and performance
- Intuitive, user-friendly application
- Availability of comprehensive insights that can be applied to real-world scenarios straight away
- A focus on business users and business value (not only an IT solution), including monetary values and benchmarks