Bridge QPR Process Analyser Case Study

Company Overview

Quick Facts
  • The core business of Bridge is retail unsecured lending.
  • Head Office is situated in Pretoria, Gauteng.
  • More than 120 branches are geographically spread throughout South Africa.
  • More than 70 strategically aligned agents.
  • Dedicated telesales call center focusing on client retention and repeat business.
  • Leading edge web and mobile lending platforms.
  • In-house developed internet-based core banking system
  • Scientifically developed credit risk and scoring methodology unique in the unsecured industry.
  • In-house payments- and collections switch (Bankserv and registered with Payment Association of South Africa) for enhanced payment management.
  • The staff complement of more than 600 employees.
  • Corporate social investment focus: school projects, soccer, netball, and cycling sponsorships.
  • Title sponsor of the Bridge Cape Pioneer Trek (7-day stage mountain bike race).
Nature of Business
  • Product range: 1, 4, 6 & 12 month loans.
  • Bridge is geared to grow its market share to 3% over the next 3 years.
  • The company currently has in excess of 300 000 clients.

Challenges Experienced

Business processes vs system processes
  • Spent great effort to automate core processes
  • Got about 80% of the core process automated
  • The challenge in delivering continuous improvement
  • Reactive improvements
  • More resources to solve issues, not process improvements
  • The environment was automated but not measurable
  • Required understanding of how system processes support business processes
  • Well-documented business processes
  • No documented system processes

Reason for Selecting EBS Product

Business processes vs system processes
  • Gain a better understanding of our system processes 
  • Required automated process discovery of system process 
  • Needed to measure and analyze the system processes 
  • Allowed benchmarking between system processes over time 
  • Provided the capability to break down and analyze process components 
  • Take different views and comparisons of the same process through the use of attributes that are user-defined

Solution Implemented

QPR Process Analyzer
  • Review the availability of data required by the Process Analyzer
  • Adapt data to ensure the tool effectively represents the information 
  • View the processes presented by Process Analyzer
  • Identify possible data gaps 
  • Implement changes to address data gaps 
  • Ensure the business understands the system process and how they relate to the business process
  • Adoption and utilization of QPR Process Analyzer 
  • Continuous support

Screenshots of Implementation

QPR Process Analyzer Login Screen in Excel:
List of Models created in QPR Process Analyzer:
Core process for all events in the model:
Menu and filter selections in QPR Process Analyzer:
Individual cases selected to view flowchart:
Profile analysis for selected case attributes:
Benchmarking between loan types:
Duration analysis between certain events:
Cases selected for certain events:
Individual cases selected to view flowchart:
Profile analysis for selected case attributes:

Benefits Realised

  • Actual vs Expected processes 
  • Documented and Measurable system processes 
  • Benchmarking 
  • Identification of problem areas for improvement initiatives 
  • Pro-Active process management 
  • Performance monitoring
  • Brings business closer to full BPM capability

Way Forward

Way forward with the solution in the business
  • Analyze other system processes with QPR Process Analyzer 
  • Higher business adoption 
  • Expand the analysis to additional QPR product i.e. Process Designer 
  • Celebrate our successes
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Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

CANEA Document combines simple and intuitive search features with powerful features for managing documents from a life cycle perspective.

Maximum availability
Search and find information quickly based on what you need, not where it is stored.

High security
Ensure accuracy, changes and access to all information – with high traceability.

Fulfils requirements
Manage information according to standards, legislation and other requirements for document management.

CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

Improve the performance of your project activities

CANEA Project is a comprehensive project tool with integrated support for all types of projects and parties– such as management, resource owners, clients, project managers and project participants. CANEA Project gives you an excellent overview of your entire project portfolio, including profitability and status, making it easier to prioritize and make decisions.

CANEA Project shares all important project information with both internal and external members.

Let your project manager focus on management rather than administration and distribution of the information.

Gather all project information in one place and make it available to both internal and external members.

Helps you with prioritization of projects, resource management and analysis of portfolios and programs.

Make reality of the strategy

CANEA Strategy makes it possible for organisations of all sizes to create a unique common thread from the strategic work to the daily operations. We do not just provide performance management tools but rather a completely new generation of IT support for strategy activation. The system guarantees and provides support throughout the chain from strategy to execution. You get no results without action. CANEA Strategy makes it possible in practise! 

CANEA Strategy ensures and provides support throughout the entire journey from strategy to execution.

Create a shared understanding of the strategy, the goal to achieve and how.

Gives management an unbeatable overview of what’s happening, how it’s progressing, and why.

Creates a clear common thread from the strategy to project, initiatives and actions.