BIC Platform ensures the controlled process flow at Viseca

To permanently ensure service quality and to improve its business processes, Viseca decided to introduce a professional BPM. In addition, important prerequisites for regulatory and bank-specific requirements were to be achieved through a high documentation density for management and support processes. The main focus was on documenting business processes, analyzing them, optimizing them where necessary, and then publishing them to employees. Other requirements concerned quality assurance, user-friendliness and risk management based on the global COSO standard (Committee of Sponsoring Organizations of the Treadway Commission).

An EDEN maturity assessment determined the process orientation in the company. This resulted in a guideline for the further development of process management, which Viseca and GBTEC used as the basis for the project plan. In BIC Process Design, different process levels were depicted and detailed role concepts were described. For this purpose, Process Owner (approx. 40), Process Manager (approx. 100) and Process User (approx. 700) were defined.

With an efficiency analysis carried out every six months, Viseca monitored the operational processes across all branches and locations. Several optimization potentials were identified:

• intensive training of individual teams or employees
• automation of manual activities
• elimination of unnecessary interfaces in the BPM system

The implementation of this potential ensured a lean and efficient process management at Viseca.