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Case Study

Business Process Management Training Enables Chilean Bank to Capitalize on Greater Operational Efficiencies


Chilean Financial Institution (CFI)

CFI is one of the highest rated banks in Latin America serving more than 10 million clients across all socioeconomic sectors in Chile. CFI is a market leader in savings and micro-lending, offering full services including commercial banking, asset management and insurance brokerage.


Employees Missing Skills to Implement New Banking Accounts Platform

CFI wanted to convert their personal accounts system, CuentaRUT, into IBM's Business Process Management (BPM) platform. BPM enables banks to automate processes like account opening, lending or payments. IBM BPM software and services convert data from individual transactions to customized dashboards with key performance indicators and service measurements. Organizations that use BPM can access information while off-site, collaborate in real-time and automate tasks.

CFI's objective was to upgrade to the BPM platform to bring in profits for CFI and their clients through increased efficiencies, while taking advantage of all of the IBM BPM features. CFI needed a training partner to provide engineers with the tools and key skills necessary to install and administer BPM. Employees needed to learn BPM architecture, components, concepts and methodologies. CFI wanted all BPM knowledge and basic concepts to be standardized across the organization for all participating employees.


Assessment and Instructor-Led Training for 60 Employees

Global Knowledge held six training sessions for 60 CFI employees at our Centro Netec site in Chile. Intermediate- and advanced-level training was selected for those engineers who are more involved with the management of the deployment and who would consequently have responsibility for contingency support.

CFI employees took the following courses:

  • Process Modeling with IBM Business Process Manager Standard
  • Administration of IBM Business Process Manager Advanced v8.5
  • Process Implementing with IBM Business Process Manager Standard v8.5 - I
  • Process Implementing with IBM Business Process Manager Standard v8.5 - II
  • IBM Business Process Manager V8.5 Performance and Tuning

Expert instructors explained the architecture, components, concepts and methodologies for a typical implementation of IBM BPM. The curriculum covered how to configure the server for better performance and identified best practices for IBM Process Designer and IBM Integration Designer.

CFI employees were taught how to configure and manage BPM. They mastered the concepts and terminology. Instructors provided an overview of high availability topologies and the creation of cluster environments.

Employees learned how to generate views of real-time business data and how to create business objects that are optimized for use within business process diagrams, reports and charts. They learned how to identify and track business-critical data and solve small problems. Engineers also learned to express and interpret business requirements consistently throughout the lifecycle management process.


Employees Reduce Troubleshooting Response Times

After CFI employees received training, the bank saw a reduction in response times for troubleshooting cases. Employees mastered how to evaluate different patterns of bottlenecks and how to determine solutions, diagnose problems and manage memory performance. Training also led to the internal homogenization in knowledge and better use of the BPM tools.

Students' competency levels improved greatly. In their pre-class assessment, CFI employees did not meet the base competency levels in four out of the six classes. Optimally, students were expected to achieve six out of 10 correct responses, or 60 percent. Before training, the cohort scored as low as 26.1 percent for one course, Administering IBM Business Monitor v.7.5. Post training, students scored between 80 percent and 96.3 percent on their exit exams for all courses.