Case Studies

  • Client: CSL Plasma (Contract via Roth Staffing)
    Project Duration: May 2022 – May 2025

    Challenge

    CSL Plasma, a global leader in plasma collection and biopharmaceutical manufacturing, needed a unified approach to process documentation and communication across its U.S., German, and Hungarian operations. The existing documentation was fragmented, inconsistent, and lacked visibility across regions - resulting in inefficiencies, compliance risks, and limited knowledge-sharing.

    Key challenges included:

    • A decentralized documentation approach with 800+ workflows in need of organization and standardization.

    • Misalignment between Standard Operating Procedures (SOPs), Work Instructions (WIs), and actual workflows.

    • The need for bilingual (German/English) documentation to support cross-regional teams.

    • Limited staff training and adoption of ARIS BPM, the organization’s process documentation platform.

    Approach

    1. Foundation – Building a Central Repository

    • Managed CSL Plasma’s global ARIS-based process repository, consolidating over 800 workflows into a standardized framework.

    • Conducted gap analyses by reviewing existing SOPs, WIs, and workflows to identify redundancies and compliance risks.

    • Established best practices for multilingual documentation to ensure consistency in German/English translations.

    2. Enablement – Improving Processes & Engagement

    • Partnered with 20+ subject matter experts (SMEs) and cross-functional stakeholders to redesign outdated workflows and integrate newly developed lab and center procedures.

    • Created and reworked bilingual process flows, narratives, and digital content to enhance compliance, operational efficiency, and staff engagement.

    • Ensured alignment between SOPs/WIs and workflow documentation to close gaps and strengthen quality assurance.

    3. Growth – Training & Adoption for Long-Term Success

    • Delivered targeted ARIS BPM training sessions for plasma center staff, enabling teams to independently manage and update documentation.

    • Increased adoption of the ARIS platform by demonstrating its value as a centralized, global knowledge repository.

    • Set the foundation for long-term quality improvement by embedding process visibility and alignment across all three regions.

    Results

    • Streamlined operations: Over 800 workflows standardized, improving cross-regional efficiency and reducing documentation gaps.

    • Compliance improvement: Alignment between workflows, SOPs, and WIs strengthened regulatory readiness and audit preparedness.

    • Bilingual integration: Consistent English/German documentation improved accessibility and collaboration for international teams.

    • Knowledge adoption: ARIS BPM training empowered staff to maintain and update documentation, fostering a culture of self-sufficiency.

    • Global alignment: Enhanced communication and visibility across Germany, Hungary, and the U.S. created a unified framework for process improvement.

    Impact Statement

    By leading CSL Plasma’s global process communication strategy, a scalable documentation system was delivered that not only improved operational efficiency but also reinforced compliance and quality in plasma center and lab operations worldwide.

  • Client: City of Richmond – Department of Public Utilities (Contract via Insight Global)
    Project Duration: October 2025 – March 2026

    Challenge

    The City of Richmond’s Department of Public Utilities (DPU) initiated a major modernization effort to replace its 30-year-old legacy Customer Information System (CIS) with Oracle Utilities Customer Cloud Service (CCS) – a cloud-based platform supporting billing, meter-to-cash operations, customer service, and utility data integration.

    To ensure a smooth transition, DPU needed clear, consistent, and CCS-aligned documentation that would help staff understand new workflows, navigate complex system functionality, and adopt new processes with confidence.

    Key challenges included:

    • Migrating decades-old, inconsistent, and undocumented processes into a structured, cloud-based environment.

    • Translating CCS capabilities (billing, meter data, customer service, service orders, integration workflows) into accessible documentation.

    • Ensuring alignment between operational processes, technical requirements, and user-facing procedures.

    Approach

    1. Foundation – Building Clear, Accurate Documentation

    • Supported the development of comprehensive system and process documentation for the CCS rollout, including user guides, procedures, and workflow narratives.

    • Documented critical meter-to-cash processes such as customer onboarding, meter reading, billing cycles, collections, service orders, and customer interactions.

    • Collaborated with SMEs to capture current-state workflows and translate them into structured CCS-aligned processes.

    2. Enablement – Translating Complex Processes into User-Friendly Materials

    • Converted highly technical system configurations into clear, step-by-step guides designed for non-technical staff.

    • Aligned documentation with real workflows used by DPU teams, reducing ambiguity and improving overall readiness.

    • Provided documentation support that helped departments begin training and adoption ahead of system rollout.

    3. Growth – Supporting Adoption & Long-Term Operational Success

    • Developed role-focused materials to help employees understand new processes and transition away from legacy systems.

    • Improved operational clarity by organizing content into user-friendly formats that can be updated as CCS evolves.

    • Positioned DPU teams to maintain documentation internally by providing structured templates and standardized content formats.

    Results

    • Modernized documentation: Outdated, fragmented process information replaced with standardized CCS-aligned workflows.

    • Improved staff readiness: Clear, role-based guides supported training and reduced confusion during system transition.

    • Operational clarity: End-to-end process documentation increased transparency across customer service, billing, and field operations.

    • Scalable system support: Documentation now aligns with Oracle CCS’s modular architecture, making future updates and enhancements easier to manage.

    • Risk reduction: Stronger alignment, accuracy, and communication helped stabilize a high-impact modernization initiative.

    Impact Statement

    By supporting the City of Richmond’s transition to Oracle Utilities Customer Cloud Service, this project delivered a structured documentation foundation that enhances operational clarity, improves staff readiness, and supports long-term success of the city’s modernized customer service and utility billing platform. The result is a more efficient, future-ready utility system built on clear processes, accessible guidance, and sustainable documentation practices.