The current order fulfilment process is characterised by numerous manual and complex steps. Primary challenges revolve around order receipt, invoicing procedures, and the generation of unique online access codes. The manual nature of the invoicing process, coupled with the physical storage of order documents in folders, makes it susceptible to errors.

The BPM lifecycle has been used to guide the process optimization. The model includes process identification, process discovery, process analysis, process redesign, process implementation, and process monitoring. In a first step, the As-Is process was identified and analyzed. Based on the analyses the process was streamlined by using benchmarking and redesign heuristics to provide the To-Be process for WP.

Due to the various problems and inefficiencies, several solutions were developed to simplify the process, focusing on factors such as improving process efficiency by reducing waste, non-value-adding activities and waiting time. For example, in the To-Be process, Dynamics 365 is the only tool for order information; activities are increasingly automated; unnecessary steps are eliminated; the number of external stakeholders is reduced; and the creation of invoices is transferred to the Finance Department. The proposed solutions have resulted in a drastic reduction of the number of tools in the Software Landscape (from eight to three), the number of stakeholders, and the waiting time. In essence, this thesis contributes to a more flexible, faster and more efficient fulfilment of the IM subscription order by providing WP with a simple solution that can be implemented within its current software landscape.