Turkcell Consumer Sales Management, which includes Wholesale, Retail and Alternative Sales Channels, Sales Support and Trade Marketing Departments, decided to work with Sistema for the business process analysis and improvement project. The ERM unit, which is responsible for coordinating business process management initiatives all over Turkcell, also took part in the project and contributed to the project by aligning the outcomes with the other processes and organizational structure.

The scope of the Turkcell Consumer Sales Processes Analysis and Improvement Project was defined as:

• Mapping all the processes
• Analyzing the process performance metrics
• Developing improvement opportunities
• Completing the missing performance metrics
• Designing the to-be processes 
• Preparing plans to implement improvement opportunities and tracking the progress

In order to fulfill this scope, Sistema prepared and implemented an 8-month plan along with UPN process mapping methodology.

Sistema mapped existing processes during live workshops attended by the stakeholders of each process and identified improvement opportunities with massive contribution.

After that, Sistema designed ideal processes and prepared change plans to implement the ideal processes in line with all improvement opportunities approved by the steering committee. Progress tracking for the change plans was done together with respective process owners and managers.

Improvement areas were prioritized according to the following criteria:



• Revenue growth
• Increasing the efficiency of processes
• Improving the cross functional collaboration
• Contribution to the key performance metrics

Business results started to improve as the change plans were executed.