CASE STUDY [TRANSPORT]
Christchurch International Airport Limited (CIAL)
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Christchurch International Airport Limited (CIAL) is New Zealand’s second largest airport, welcoming over 5.7 million passengers a year.
Business Benefits
Improved visibility of business activity
Enhanced reporting capability
Simplified business admin and operations
Centralized knowledge base, accessible by everyone
Effective channel for staff feedback
The team at Christchurch International Airport was faced with the challenge of maintaining the daily operations of New Zealand’s second largest airport while implementing a new ERP system.
ERP implementations can often be disruptive to
business and can cause a change management
battle that lasts for months afterwards. With
Nintex Promapp’s support across all phases of
the implementation, CIAL built a clear picture
of requirements and identified the gap between
current and future-state processes. This empowered
the organization with a valuable knowledge base
that teams had ownership of.
THE KEY CHALLENGES.“With three major systems for property/retail, asset
maintenance and finance - and many ancillary ad-hoc
solutions - poor integration was causing operational
inefficiencies across the business,” says Todd Cassie,
Manager of Knowledge and Information Technology
at CIAL.
“As a result, the decision was made to review options
to transform our business processes and supporting
systems.”
There were high expectations set for the project:
• Tighter integration of processes and information
across the whole business
• Improved visibility of business activity and
reporting capability
• Simplified business administration and operations.
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With more than 300 staff it was vital that changes associated with the ERP implementation were
managed in an efficient way, minimizing disruption, time and cost spent on the project.
“The end result was a knowledge base that is used across the organization, is continually refined, and will continue on even when the employees who were heavily involved in the ERP implementation, have left.”
TODD CASSIEManager of Knowledge and Information TechnologyChristchurch International Airport Limited
CIAL needed a consistent and standardized approach
to both the ownership and accountability of business
process management within the organization.
Nintex Promapp was first used during the key user
training phase to document the initial processes,
which were further developed in the process
platform during the key user testing phase. When
end user training was delivered, the processes in
Nintex Promapp had been tested several times and
were reflective of the new way tasks were to be
performed after go-live.
How Nintex Promapp helped.
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When asked what he considered to be key to the
success of the ERP implementation, Todd explains: “It
was the commitment of the staff involved with the
project to deliver a system they believed would provide
significant productivity and reporting/information gains
for the organization.
“Nintex Promapp played a large role in this as it was a
central repository that provided staff with consistent
and standardized process information about the
processes they would perform in the new ERP system.”
Nintex Promapp was a valuable tool in facilitating
change management. “The staff coped with the change
well, as the implementation was communicated from
both an organizational and business unit perspective.
Initially when processes changed they were notified
both via the Nintex Promapp dashboard and an email
with the minimode link to the process in Nintex
Promapp. Now the ERP system has been rolled out,
changes are only notified via the dashboard,” says Todd.
“The staff coped with the change well, as the implementation was communicated from both an organizational and business unit perspective.”
TODD CASSIEManager of Knowledge and Information TechnologyChristchurch International Airport Limited
People engagement is critical to change management.
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1. ONE CENTRAL REFERENCE POINT INTEGRATED INTO EVERYDAY SYSTEMS
Nintex Promapp is seen as
a ‘source of truth’ as it is
documented for all to see. CIAL
integrated Nintex Promapp into
their ERP system so staff have the
ability to review processes from
within the tool. Nintex Promapp
is the first point of call for users
having an issue before requesting
assistance from the business
support teams, delivering further
efficiencies.
2. QUALITY DOCUMENTATION ACCESSIBLE TO ALL
Without Nintex Promapp the
ERP system would still have
been implemented, however the
quality of CIAL’s documentation
would not have been as high.
Processes would not have been
documented in a consistent
manner and the processes that
were documented would not
have been stored in a central
repository that was accessible
by all staff and refined ongoing.
3. ONGOING OWNERSHIP AND IMPROVEMENT
Process owners were
identified and assigned
when Nintex Promapp was
originally implemented into the
organization. Process owners
are responsible for promoting
a culture of continuous
improvement within their group.
Once the ERP system had gone
live, staff could review processes
to further streamline them and
achieve even greater efficiencies
in productivity and reporting/
information. Staff value the
opportunity to provide feedback
if they feel a process in Nintex
Promapp does not accurately
reflect the way it is currently
performed, or that there is an
improvement opportunity.
Positive outcomes.
Contact us today for a free trial or join an intro to Nintex Promapp
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About usPromapp is now part of Nintex. We believe that expressing and managing process knowledge simply is crucial
to sustaining an ongoing culture of process improvement. With our intuitive and powerful cloud-based
process management and automation capabilities, used by 8,000+ organizations worldwide, our customers
and partners can easily manage, automate and optimize business processes with clicks not code.
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