Ultimus Client: Bernstein AG

Ultimus 客户：伯恩斯坦集团（Bernstein AG）

Industry: Manufacturing

行业：制造业

Solution: Customer Product Request

解决方案：客户产品需求管理

Bernstein AG, established in 1947, builds and sells components and systems for industrial automation peripherals used in elevators and escalators, doors and gates.Dependable innovations from the company's main portfolio of switches, sensors and enclosures guarantee safety for operators, machines and processes.The company employs over 500 people and provides a widespread spectrum of safe solutions to its customers around the world.

伯恩斯坦集团成立于 1947 年，研发并销售应用于电梯、自动扶梯、各类门与闸机的工业自动化外围组件及系统。公司主营开关、传感器、壳体产品，依托可靠创新技术，保障操作人员、机械设备与生产流程安全运行。公司拥有 500 余名员工，面向全球客户提供种类丰富的安全解决方案。

Opportunities

业务机遇

Many companies try to distinguish themselves from their competition through quality and price.Though in order to remain competitive, companies must do more, aside from just providing high quality products at a cheaper rate.

许多企业试图依靠品质与价格打造差异化竞争优势。

但想要保持竞争力，企业不能只单纯提供物美价廉的产品，还需要做出更多改变。

Within a real-time enterprise, order placement and shipment occur nearly simultaneously.Bernstein observed that when an order is placed, the shorter the shipping time, the higher the probability of closing a deal.Bernstein observed that when an order is placed, the shorter the shipping time, the higher the probability of closing a deal.However for Bernstein, many of their processes had unnecessary time lags.Reducing delays in these critical business in order to conduct them ideally with zero latency, was essential for the health of the company.

在实时运营型企业模式中，下单与发货几乎可以同步完成。伯恩斯坦发现，客户下达需求后，交付周期越短，成交的可能性越高。

但伯恩斯坦内部诸多业务流程存在不必要的延迟。消除关键业务环节的滞后、力争实现流程零延迟，对企业稳健运营至关重要。

Bernstein soon discovered there was additional room for improvement.They realized that not only time and money could be saved, but also the strategic competitive position could be improved, which could essentially deliver excellent customer service at minimum time.

伯恩斯坦很快发现企业仍有进一步优化的空间。企业意识到，流程优化不仅能够节约时间与成本，还能提升自身战略竞争地位，最终以最短时效为客户提供优质服务。

Bernstein chose Ultimus to help them accelerate their responsiveness with customers because of its unique patented technology, making it possible to implement complex processes without the need of programming.Unlike many organizations, Bernstein focused first on its external, customer facing processes, due to the pain it was causing within the firm.With several goals in mind, they aimed to achieve transparency and control of their operations, reduction of throughput time and costs of modeled business processes and integration into existing and future systems and technologies.

B伯恩斯坦选择 Ultimus 助力提升客户响应速度，原因在于其独有专利技术：无需编程即可搭建复杂业务流程。

与大多数企业不同，伯恩斯坦优先优化面向外部客户的前端流程，以此解决企业内部凸显的业务痛点。

企业设立多项目标：实现运营可视与管控、缩短标准化业务流程处理时长、降低流程成本，同时实现与现有及未来新增系统、技术的集成对接。

Integration

系统集成

One of the most important technical requirements was the universal integration of the BPM Suite into the existing IT infrastructure of the company.The landscape consists of IBM iSeries (AS/400) with a PPS system, a Windows environment with Active Directory, Microsoft Exchange, Citrix XP server farm and an extensive 34 MBit radio link system with VPN.

最重要的技术需求之一：将 BPM 套件全面集成至企业现有 IT 基础设施。

企业 IT 环境包括：搭载 PPS 系统的 IBM iSeries（AS/400）服务器；部署活动目录、微软 Exchange、Citrix XP 服务器集群的 Windows 环境；以及一套带宽 34 兆、搭载 VPN 的大型无线链路系统。

The interaction of the new solution with the software currently in place, such as the IBM DB2-400 database and sales and archive solutions, was a major point of interest.More importantly, the wide variety of customer, article and manufacturing master data from the PPS system on the iSeries, had to be automatically integrated into the process - directly and redundancy free.

新方案与 IBM DB2-400 数据库、销售系统、档案管理系统等现有软件的数据互通是重点考量内容。更为关键的是，iSeries 服务器 PPS 系统内海量客户、物料、生产主数据，需要直接、无冗余地自动接入业务流程。

The numerous integration possibilities of the Ultimus BPM Suite, allowed for seamless integration into an existing, heterogeneous IT landscape.

Ultimus BPM 套件具备丰富集成能力，可无缝接入这套现有的异构 IT 架构。

Solution Overview: Customer Product Request

方案概述：客户产品需求流程

The first process immediately implemented with the Ultimus BPM Suite, was the Customer Product Request.Bernstein mainly manufactures customer specific solutions, which are based on existing products, however they need to be customized.The purpose of the process is to check, whether the customization is feasible and which costs and delivery times are to be expected.A sales person who enters the customer request into the system, typically initiates the business process.While entering the data, plausibility checks are carried out so that errors and queries can be avoided from the beginning.This Ultimus form can either be filled out by an office employee or by the field staff over a VPN connection.

企业依托 Ultimus BPM 套件落地的首套流程即为客户产品需求流程。伯恩斯坦大多基于现有产品，为客户提供定制化解决方案。

该流程用于评估定制方案是否可行，并测算预估成本与交付周期。通常由销售人员将客户需求录入系统，从而启动整条业务流程。录入数据时系统同步开展合理性校验，从源头避免信息错误与反复沟通确认。内勤人员可直接填写 Ultimus 电子表单，外勤人员也能够通过 VPN 远程填报。

After the request has been automatically entered into the database, the priority has to be defined.Time critical enquiries are handled with a higher priority and inform the customer about the feasibility of their request on schedule.In the next step, various persons in charge are asked to give a statement in order to evaluate whether or not the project can be accomplished in their department.The results are forwarded to quality assurance and production, which then can sign off on the project.The sales agent receives the form with all relevant information automatically and now only needs approval from the customer.Once this has taken place, production automatically receives a notification and the data is transferred into the production process.Every step has deadlines according to the desired date of the customer, initiating escalation procedures once a deadline is exceeded.Through this, customer requests can be handled in the most efficient way.The in-the-box Flobots for Microsoft Word and e-mail, that create letters, faxes and e-mails automatically from the process data, permanently keep the customer up to date on the status.The benefits for Bernstein's employees as well as for its customers are immense.

客户需求自动录入数据库后，系统将设定任务优先级。时效性要求高的咨询需求将优先处理，确保按时向客户反馈方案可行性。

进入下一环节后，各相关负责人依次进行评审，评估本部门能否承接该项目。评审结果推送至质量保障部门与生产部门，由两大部门完成项目确认审批。销售人员会自动收到汇总全部相关信息的表单，后续仅需获取客户最终确认。客户确认完成后，生产部门自动接收通知，相关数据同步流转至生产流程。所有环节均根据客户期望交付日期设置时限，一旦超时将自动触发升级预警机制。

依靠以上机制，客户需求得以最高效率处理。套件内置适配微软 Word 与邮件的 Flobot 自动化工具，可根据流程数据自动生成信函、传真与邮件，持续向客户同步最新进度。这为伯恩斯坦员工以及客户带来巨大价值。

Results

实施成效

Bernstein’s aspired goals were achieved in no time.Employees started to think in complete process chains instead of in single tasks.After prospective cautiousness, employees have accepted the BPM system as a real aid and they participate actively in optimizing processes on a daily basis.Additionally, quality was improved through the introduction of the BPM system, as higher transparency resulted in an improvement in accurate work.Improvements couldn't only be achieved in processes in the area of product changes and production.Also, within the customer and sales processes quicker throughput time could be attained.Standardization of business processes with the award winning business process management technology from Ultimus generated many beneficial facets.The Ultimus BPM Suite provides all of the applications that were needed to manage business processes throughout the complete lifecycle.Deploying the Ultimus BPM Suite and systematically utilizing the comprised applications made Bernstein a Real Time Enterprise.

伯恩斯坦很快达成全部预设目标。员工的工作思维发生转变，从关注单一任务转变为审视完整业务流程链路。员工初期持观望审慎态度，如今已经认可 BPM 系统是得力工具，并主动参与日常流程优化工作。除此之外，BPM 系统落地提升了流程透明度，员工工作准确度得到改善，整体业务质量随之提高。优化成效不只体现在产品变更与生产类流程中。

客户对接、销售相关流程的处理周期同样实现缩短。企业借助屡获行业认可的 Ultimus 业务流程管理技术实现业务流程标准化，收获多重效益。Ultimus BPM 套件提供业务流程全生命周期管理所需的全部应用功能。通过部署 Ultimus BPM 套件并系统化运用套件各项功能，伯恩斯坦成功转型为实时运营型企业。