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Peter Piccard, Stéphane Yansenne, Master in Management option MBA.
“Creation of a value proposition for SMEs based on Strategy, Process and Change Management: Customer profile and product definition.”
The purpose of this study is to check the validity of our basic hypothesis: “is it possible to create a value proposition based on three different fields of knowledge: strategy, business process management and change management that can create value for SMEs”. This is done by taken into consideration two blocks of the Business Model Canvas, the Customer Profile and the Value Proposition and looking for the FIT between them.
The Customer profile was drafted in accordance to the results of several interviews conducted by two different methods, the journalist approach and the qualitative research approach. The Value Proposition was designed, using techniques of all 3 concerning fields of knowledge, during a “Go Live” experiment in an existing company that served as our testing environment. The FIT was investigated by taken into consideration the correlation between the Customer Profile and the Value Proposition.
On the basis of the results of our experiment, it can be concluded that the level of FIT between the Customer Profile and the Value Proposition is high enough for our basic hypothesis to be considered as confirmed.

Strategy, Change management, Business Process management --- Sciences économiques & de gestion > Stratégie & innovation

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The project takes place in Consultis, a consulting firm that provides strategic and operational advice in organizational management. This SME has a growth strategy for the coming years, and therefore Consultis wishes to document its procedures in order to train its future new employees. The aim of the project is to create a methodological guide on process optimization. Optimizing means making improvements to the process in order to increase its effectiveness and efficiency. 

The methodology therefore describes the key steps for optimizing a process, and thus moving from the as is process to the to be process. There are four phases. First of all, the consultant starts by agreeing with the client on the processes to be optimized and the performance objectives to be achieved. Next, the process improvement team takes stock of the current situation and all the problems that impact the performance of the process. After analyzing the dysfunctions, it improves the process by acting on their causes and finally prepares an action plan in order to lead the change successfully. 

In order to build and continuously improve this methodological guide, the PDCA methodology « Plan Do Check & Act » has been followed. After framing the project, a literature review and a benchmarking were carried out in order to improve Consultis' practices and thus develop the new version of the methodology. This methodology was progressively evaluated on the basis of a proof of concept. Indeed, each step mentioned in the methodology was applied to the UEL mission. After having adapted and continuously improved it, the final methodology was finally described in a methodological guide. This also includes a description of all the activities that make up the phases, as well as an explanation of the relevant tools and techniques that enable consultants to carry out process optimization mission from start to finish. The roles of all stakeholders as well as the results expected at the end of each phase are also mentioned in this guide.

Process – Business process management – Business process improvement – Methodology --- Sciences économiques & de gestion > Gestion des systèmes d'information

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bpost is Belgium’s leading postal operator and universal service provider. bpost offers 
addressed and unaddressed mail services, and efficient, high-quality business and 
administrative communication solutions. bpost is well-positioned on the Belgian parcel 
delivery market thanks to the wide range of delivery options and an outstanding international 
network. 

The project developed in this thesis was undertaken in the Financial and Accounting 
department of bpost (F&A), within a team supporting the department in terms of process improvement and operational excellence: the F&A process team. Recently, F&A experienced several organizational changes, including the creation of a shared service center named “Global Services Operations” (GSO) in April 2016. As key actor of the operational excellence within F&A, the F&A process team wants to improve itself. They expect a fresh, impartial, analytical and scientific approach regarding their work. They want to apply the best practices of their colleagues/(competitors) to better satisfy their clients (namely F&A and particularly the GSO) and their management. Thus, the project consists of the evaluation and optimization of the F&A Process team through the axes of methodology, organization, communication, tools and systems, change management and services offered. 

In a first phase, audits have been carried out. On the one hand, it helped develop a better understanding of the context; on the other hand, it allowed to establish the evaluation of the F&A process team through its “present state”. Moreover, research was performed in the scientific literature as well as on the internet. Then, internal and external benchmarking was 
conducted. Firstly, knowledge was shared with the process teams of other departments within 
bpost. Secondly, benchmarking with advanced companies in terms of business process 
management and continuous improvements was accomplished. Afterwards, the expectations 
of the F&A process team’s clients have been collected. Finally, the outputs of all these approaches have been gathered and analyzed. All this led to the formulation of 
recommendations in each of the investigation domains: methodology, organization, 
communication, tools and systems, change management and services offered.

Business process management, postal operator, operational excellence, continuous improvement, organization, methodology, services offered, tools and systems, communication, change management, process improvement --- Sciences économiques & de gestion > Comptabilité & audit

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This thesis, which is the concretization of nine month of researches and analyses within KPMG Luxembourg, allowed us to gain insight into the specificities, the market and the possible utilizations of process mining, an artificial intelligence technology that turns data into insights. 

This work, that analyzes on various aspects this technology, falls within the development framework of a process mining service offering by KPMG Luxembourg, and aims at providing answers to the following question “Which aspects need to be considered in the development of a process mining service offering, and what are their implications?”. Answers for this question are studied thanks to four main parts in this work, that gradually evolve from a theoretical framework towards a practical utilization of process mining.

The state of art of the technology was our first concern. Process mining allows organizations to discover, compare and enhance their actual processes by using the data generated in their information systems during their operations. The growing interest for this technology led to a booming market that is estimated to be, in five years, ten times bigger than now. To confirm the insights we have got in the first part, we have subsequently constituted and analyzed a database of 135 process mining projects in Europe in order to study their characteristics and gain insights into the European market. Healthcare, financial and industrials appears to be the areas where the technology is the most used to enhance various type of projects.

We then analyzed the practical aspects and conditions for KPMG in investing in Celonis, the market leader in process mining software. The last part constitutes a practical analysis of a credit application process with the Celonis software, for the purposes of demonstrating some process mining capabilities and assessing the interface. Finally, this work ends with the summary of our findings and some future recommendations.

Keywords: Process Mining, Business Process Management, Data Mining, Process, Data, Discovery, Conformance, Enhancement --- Sciences économiques & de gestion > Gestion des systèmes d'information

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Interest in Business Process Management has grown considerably in recent years. Companies are more and more concerned with improving business operations by, among other things, reducing costs or increasing customer satisfaction. In this perspective, Brunswick Marine in EMEA is seeking to optimize its parts and accessories pricing process.
This report presents the results of a 4-month project aiming to provide tools and solutions with a view to improving the pricing process of the company's parts and accessories. This optimization aspires to use Business Intelligence solutions in order to automate data processing and tracking. Indeed, the lack of integration of analytic tools into the current process prevents the company from effectively reviewing prices. Also, it is essential to redefine the pricing process before its implementation in the new ERP, which will be active in a couple of years.
The mission was carried out with a project management approach based on Lean Six Sigma's DMAIC method. The approach undertaken was, first of all, to analyze the as is pricing process and its context. Particular attention was paid to the expectations of stakeholders regarding the improvement of the system. Performance indicators have provided a measure of the current performance of the process on aspects such as price realization or time required to perform a price review. An in-depth root cause analysis of the problems was conducted using a Fishbone diagram.
Based on these investigations, the timeline related to parts and accessories price reviews has been adjusted. Analytic tools have been introduced into the process to automate data processing. These tools have been implemented on Power BI, which proves the relevance of using Business Intelligence in process optimization. Other solutions such as a harmonization of the discount system or a new product subclassification have been proposed to enhance the operational business of the department.

Business Process Management --- Pricing --- Business Process --- Process Optimization --- Business Intelligence --- Parts and Accessories Pricing --- Sciences économiques & de gestion > Gestion des systèmes d'information --- Sciences économiques & de gestion > Production, distribution & gestion de la chaîne logistique --- Sciences économiques & de gestion > Marketing