
Scenario
Through AMcom's process mapping, Brafer managed its knowledge and implemented improvement packages to meet pent-up demands.
Understand how AMcom helped Brafer manage its internal technical content, as well as providing full support for its legacy software and carrying out improvement projects!
In April 2015, Brafer was looking for a solution to structure its internal development processes, in addition to managing and documenting technical and business knowledge regarding its information system.
Business challenge
The company also had a pent-up demand for development and the need to obtain agile deliveries for the business areas. In this scenario, Brafer found in AMcom the ideal partner to take on the support of its legacy system, a vital service for optimizing its processes and business management.
Solution
The first step, after AMcom began providing support, was to map out the processes and understand the client's business rules, with the subsequent creation of a Brafer production flowchart. This first delivery generated a lot of value for the company, since the initial trigger for hiring the service was the need to document and manage internal technical knowledge.
With the conclusion of this first phase, AMcom started working on the initial development demands. At this stage, the process flowchart was validated and, as the work progressed, AMcom developed more than 50 improvement packages, as well as implementing 5 major projects, all with documented processes.
These actions optimized day-to-day operations and ensured that Brafer's business area was more efficient in its work. But, in addition to the necessary improvements, AMcom also worked on user support, with an average of 27 calls opened each month, always answered and resolved within the current month, proving the excellence of the service provided.
Contract objectives
- Map the client's development processes.
- Manage the company's technical knowledge, documenting methods, processes and deadlines.
- Meeting pent-up demand for development.
- Servicing users within the agreed SLA.
- Making improvements and optimizations for the business areas.
Results obtained
- Processes, methods, deadlines and flowchart documented and delivered to the client.
- 50 improvement packages implemented, including improvements to electronic material shipments, the OF approval flow and the material transfer request screen.
- 5 projects carried out, including the project to make the PCP system multi-company, the project to create the module for transferring products between branches, as well as projects to improve the projects module.
- Creation of integrations with TOTVS, including integration of the materials register, automatic scrap inventory write-off and accessory order inventory write-off.
- 1105 calls answered during the 4 years of the contract, all within the agreed SLA, from 4 to 48 hours, depending on the criticality of the call.
Partnership that remains and grows stronger
Rafael Innig, a systems analyst with the AMcom team, adds: "In these 4 years of partnership we have been serving Brafer through projects, support, programming, consultancy, systems analysis and process analysis. I can say that I feel happy and fulfilled in my profession, working with such high quality professionals. The relationship between AMcom and Brafer, in my view, is an example of how the relationship between a service provider and the client should be. Both sides help each other, are malleable and work in perfect synergy in favor of the end result. That's the recipe for making things happen!"
50 improvement packages
Improvements to electronic material shipments, OF approval flow and order screen.
5 projects carried out
Among them, making the PCP system multi-company and creating the transfer module.
1105 calls answered
In the 4 years of the contract, 1105 calls were answered with 100% SLA compliance.
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