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Evaluation and optimization of the F&A process team through the axes methodology, organization, communication, tools and systems, change management and services offered

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Ewbank, Gaëlle ULiège
Promotor(s) : Van Caillie, Didier ULiège
Date of defense : 21-Jun-2017 • Permalink : http://hdl.handle.net/2268.2/2668
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Title : Evaluation and optimization of the F&A process team through the axes methodology, organization, communication, tools and systems, change management and services offered
Translated title : [fr] Évaluation et optimisation de l'équipe processus du département financier: méthodologie, organisation, communication, outils et systèmes, gestion du changement, offre de service.
Author : Ewbank, Gaëlle ULiège
Date of defense  : 21-Jun-2017
Advisor(s) : Van Caillie, Didier ULiège
Committee's member(s) : Lisein, Olivier ULiège
Leruth, Sophie ULiège
Reinhardt, Eric 
Language : English
Number of pages : 110
Keywords : [en] Business process management, postal operator, operational excellence, continuous improvement, organization, methodology, services offered, tools and systems, communication, change management, process improvement
Discipline(s) : Business & economic sciences > Accounting & auditing
Commentary : confidential report
Institution(s) : Université de Liège, Liège, Belgique
Degree: Master en ingénieur de gestion, à finalité spécialisée en Intrapreneurship and Management of Innovation Projects
Faculty: Master thesis of the HEC-Ecole de gestion de l'Université de Liège

Abstract

[en] 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.


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Access mémoire - Gaelle Ewbank - bpost - matheo.pdf
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Annexe(s)

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Access appendix V - 01.4.2 Design and improve process (FnA department) (2).pdf
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Size: 70.8 kB
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Access appendix VII - Atelier BM_VP_Canvas_en français.pdf
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Size: 1.4 MB
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Access appendix X - internal benchmarking findings.pdf
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Size: 195.15 kB
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Author

  • Ewbank, Gaëlle ULiège Université de Liège > Master ingé. gest., à fin.

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