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Operations and Process Management

Process redesign that sticks — because the software makes the new way the easy way.

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Overview

BPM, mining, and automation — sequenced in that order.

Operational programs tend to fail at the same moment: a consulting team draws a beautiful future-state process, the automation team builds bots on top of the current state, and a year later nobody can tell the difference. The remedy isn't more frameworks — it's discipline about the order: discover before redesign, redesign before automate, measure before scale.

We bring together process mining (Celonis, Signavio, Apromore), BPM redesign using Lean / Six Sigma and BPMN, and selective RPA / intelligent automation (UiPath, Automation Anywhere, Power Automate, Camunda) with GenAI augmentation where it adds judgment. Gartner labels this "hyperautomation" — we just call it doing the steps in the right order.

The result: fewer bots, but bots that survive a process change. Cycle-time and exception-rate improvements that hold up in audit. And an operations function that's measurable — not just monitored.

Engagement at a glance

  • Discover → Redesign → Automate
  • Process mining (Celonis / Signavio)
  • RPA + GenAI for judgment-heavy steps
  • BPMN 2.0 / DMN modeled, not described

30–60%

Typical cycle-time reduction

8–12 wks

First automation in production

>300%

IRR on top-ranked automations

BPMN 2.0

Every process modeled the same way

What we deliver

From discovery to a scalable automation COE

Process Discovery & Mining

Event-log analysis (Celonis, Signavio, Apromore), task-mining, and the cheaper-faster cousin: structured shadow sessions. Variant analysis to find the 20% of paths driving 80% of cost.

Process Redesign

Lean / Six Sigma value-stream mapping, BPMN 2.0 modeling, DMN for decision logic. Future-state designed against measurable cycle-time, FTE, and exception KPIs.

RPA & Intelligent Automation

UiPath, Automation Anywhere, Power Automate, Blue Prism — built against stable interfaces, monitored, and refactored as systems evolve. With GenAI augmentation for unstructured inputs.

Workflow Platforms

Camunda, Pega, Appian, ServiceNow App Engine. Long-running orchestration with audit trails, human tasks, retries, and the SLAs your COO already cares about.

Case Management

Knowledge-worker workflows: investigations, exceptions, applications. Designed for the messy reality of "depends" decisions, not the clean lane of straight-through processing.

COE Setup & Governance

Standing up the automation Center of Excellence: intake, prioritization, build standards, peer review, monitoring, and the KPIs that keep the bots healthy after the consulting engagement ends.

How we work

A phased, outcome-driven approach

01
Discover

Mine, observe, interview

02
Redesign

Future state, KPIs

03
Automate

RPA, workflow, AI

04
Measure

Before / after deltas

05
Scale

COE, governance, ramp

Stack & standards

Best-of-breed across mining, BPM, and automation

Process mining

Celonis, Signavio, Apromore, Disco

BPM

Camunda, Pega, Appian, ServiceNow

RPA

UiPath, Automation Anywhere, Power Automate, Blue Prism

Document AI

Hyperscience, Google DocAI, Azure FR, custom

Standards

BPMN 2.0, DMN, CMMN

Methodology

Lean, Six Sigma (DMAIC), TOC

Monitoring

Bot logs + business KPIs side-by-side

GenAI

LLMs in the loop for judgment steps

Outcomes

What good looks like

Cycle time

Avg + 90th percentile

Exception rate

% touching a human

FTE redeployed

Capacity reallocated, not cut

Throughput

Cases / day at constant headcount

FAQ

Common questions

Mine where you have event logs (ERP, CRM, ITSM, claims, ticketing). Interview / shadow where you don't, or where the work happens across systems no event log captures. We commonly do both — mining shows the truth, interviews show the why.

No — but its scope has narrowed. RPA still wins on stable, deterministic UI-driven work. LLMs win where judgment, classification, or unstructured-text comprehension is the bottleneck. Real automation portfolios use both, often inside the same workflow.

A small central team that sets standards (development, security, monitoring), runs the intake / prioritization, and owns shared services (credentials, orchestrator). Past 10–15 production automations, you need it; below that, embed the discipline in the project team. We build COEs to be self-sustaining — yours, not ours.

API-first where the system supports it; UI automation only when there's no alternative — and with selector strategies that survive minor changes. Every bot has health checks, monitoring on success rate and runtime, and a fallback path to a human task. Most "RPA broke" stories trace back to skipping these.

Industries we apply this in

Other services that often pair with this

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Operations costs creeping up faster than volume?

A 30-minute review of your top three operational pain points. We'll tell you which is a mining problem, which is a redesign problem, and which is genuinely an automation problem.