3 min read

How to Do Process Digitization Right

Featured Image

Lexmark continued its digital transformation from the traditional Shared Services Center (SSC) model to a Global Business Services (GBS) group. A unified governance of activities by end-to-end processes would set Lexmark up for a more agile and sustainable future.

However, Frustrating complexities were hindering transformation and agility.

Under the leadership of Vincent Lacour, Global Business Services - Digital Transformation Director at Lexmark, the GBS unit accelerated its digital transformation to shift toward value creation. A unified governance of activities by end-to-end processes would set Lexmark up for a more agile and sustainable future. And this is where process digitization came into play.



Frustrating Complexities Hindering Transformation & Agility

To position itself for digital transformation, Vincent knew that Lexmark and the GBS team had to focus on:

  • critical data and analytics initiatives,
  • hyper-automation,
  • process digitization,
  • user experience,
  • employee data literacy.

However, to get there, they were faced with critical questions such as:

  1. How can agility be achieved in an evolving market?
  2. How can Lexmark pivot when faced with volatility?
  3. How can automation of data improve the employee experience?
  4. How can simplification of data transform customer experience?
  5. How can optimization of data increase cost-savings and profits?


Improved Processes Lead To Enterprise Transformation

ins-pi had already guided Lexmark to create an Enterprise Digital Twin with their proprietary solutions UPM-X and Designer, built on the ServiceNow platform.

With an accurate real-time model to help them confidently make business decisions, Vincent and his GBS team now looked to ins-pi’s Designer to help them model process changes across their entire enterprise. Designer offered Vincent and his team:

  • One-click installation
  • Single source of truth
  • Secure confidence
  • Real-time modeling and diagramming


Benefiting Positively Across the Business Processes

After digitizing its processes through Designer, Lexmark is now benefiting positively across its entire business processes with:

  • Engaged Employees
  • Confident Decisions
  • Sustainable Future
  • Agile Innovation
  • Satisfied Customers
  • Decreased Cost



If you want to see how Vincent Lacour and his team used process digitization with in-depth examples, watch our on-demand webinar here.



You might also be interested in:

Learn more about Process Architecture from Lexmark

This webinar covers how ins-pi solutions are used to create a process framework that encapsulates high-level value stream definitions down to user-level keystroke actions inside of standard work instructions.


How to do Future State Planning on ServiceNow

Read what the 5 steps to successful future state planning are and how it can help your enterprise reduce costs, mitigate risk, improve productivity, and drive innovation.