Introducing an integrated management system at BLS
In introducing an integrated management system, Leutrim Miftaraj developed the planning with personas, the operations and migration concepts and BPMN models of the central processes.
- Organisation
- BLS AG
- Sector
- Transport (rail and bus)
- Role
- IT project lead, engaged through a BLS framework contract partner
Starting point
Integrated management systems bundle processes, documents and responsibilities, for example for quality, safety and environment. Introducing one affects many roles with different needs and requires a clean transfer of existing content.
Approach
Planning was based on personas describing the main user groups with their tasks and expectations. They served as the basis for requirements, training and rollout steps.
For operations and transferring existing content, an operations concept and a migration concept were created and documented in the knowledge platform.
The central processes were modelled with BPMN 2.0 so business and IT share the same view of processes and responsibilities.
Outputs
- Planning with personas of the main user groups
- Operations concept and migration concept
- BPMN models of the central processes
Lessons learned
- Personas make requirements tangible and later help with training and communication.
- A migration concept early in the project prevents the transfer of existing content becoming a bottleneck.
- BPMN models create a common language between business, IT and supplier.
Methods
- Projektleitung
- Personas
- Betriebs- und Migrationskonzept
- BPMN 2.0
Further reading
This case study describes Leutrim Miftaraj’s work in the mandate. It contains no confidential content and is not an endorsement by the organisation named.