Workstream
Business Process
Clarify the operational flow, ownership model, workflow variations, and process improvement opportunities across after-sales operations.
Why this matters
Architecture boundaries must align with operational reality. Without a validated process baseline, domain decomposition risks creating boundaries that cut across active workflows.
What decisions it informs
Architecture domain boundaries, system ownership mapping, and the sequencing of migration phases based on process criticality.
What remains to be validated
Workflow baseline not yet documented. Process ownership unclear in several cross-functional areas. Regional variations undocumented.
Stream Scope
This stream documents how after-sales operations actually work today — the workflows, handoffs, decision points, and pain points that the technology transformation must respect or improve. It provides the process truth that validates architecture domain boundaries and informs migration sequencing.
Workflow Baseline
Document the current end-to-end after-sales workflows — service booking, diagnosis, repair, warranty claims, parts ordering, and billing — as they operate today.
Process Pain Point Register
Catalogue process inefficiencies, manual workarounds, and bottlenecks across after-sales operations. Scored by frequency, severity, and root cause category.
Ownership & Accountability Model
Map process ownership to organisational roles. Identify where accountability is unclear, shared, or misaligned with system boundaries.
Regional Variation Summary
Document where after-sales workflows differ between regions (EMEA, Americas, APAC, China) and whether variations reflect genuine local needs or legacy drift.
Future Process Design Hypotheses
Initial hypotheses for target-state process design. Identifies which improvements are achievable through system change vs. process redesign vs. policy change.
Where do regional workflow variations reflect genuine local needs vs. legacy process drift?
Which manual workarounds compensate for system limitations vs. undefined process ownership?
How should warranty claims adjudication be redesigned — automation-first or human-in-the-loop with AI assistance?
Can parts demand forecasting be meaningfully improved without upstream data quality improvements?
Workflow baseline validates that proposed system boundaries align with operational reality. Process ownership maps to domain ownership.
Architecture domain boundaries must accommodate process handoffs and cross-functional workflows.
Process pain points inform which journey friction is caused by process design vs. system constraints.
This stream is being stood up. Deliverables are in planning. Stream kickoff scheduled for 24 March 2026. Process Lead identified. Workflow baseline scope agreed with programme sponsor.