As a regional energy provider with approximately 2,300 employees, diverse business areas, and strict regulatory requirements, NEW AG operates in a highly complex environment. For a long time, however, this complexity was not fully transparent. Processes had evolved historically, were scattered across departments, or existed only as implicit knowledge. A company-wide end-to-end perspective was missing. While process management was strategically intended, it was often perceived as a documentation exercise rather than a true management instrument. Transparency remained fragmented, optimisation potential hidden, and tangible value difficult to grasp.
Key challenges included:
- Starting from zero: no central methodology, no governance structure, no overall process overview
- High organisational complexity with numerous cross-functional interfaces
- Skepticism toward process initiatives within business units
- Lack of end-to-end transparency as a basis for sound decision-making
The starting point: a blank sheet of paper and the deliberate decision to rethink process management from the ground up.
Together with GBTEC, NEW established a holistic process management approach, with BIC Process Design as the foundation. The objective was not documentation for its own sake: processes were to become manageable, analyzable, and continuously optimizable. With BIC Process Design, NEW created a unified and scalable process landscape for the first time. The addition of BIC Process Execution enabled the organisation to seamlessly execute modeled processes digitally and automate workflow steps without media breaks between design and execution. Even during the modeling phase, immediate value became visible: approximately 20% of processes showed clear optimisation potential, particularly due to unnecessary manual tasks and system discontinuities. The newly gained transparency generated noticeable momentum and significantly increased acceptance across the organisation.
Concrete Benefits:
- Significant time savings through the reduction of manual activities and media disruptions
- Faster implementation of cross-functional workflows without lengthy or costly IT projects
- Establishment of a continuous improvement process instead of one-time documentation
For NEW, process management is not a project with an end date, but a strategic platform. The guiding principle is clear: first model, then optimize, then automate – and build intelligent AI enablement on top of that foundation. The vision: instead of guiding employees through static forms, future work will be supported by intelligent, process-based assistance systems built on cleanly structured, living processes.
NEW AG demonstrates impressively: those who systematically design and manage processes create the foundation for true digital transformation.
