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IBM Australia

Heatcraft automates business

process workflows for
compliance and efficiency

ensuring that all staff can more the ability to report on compliance
Overview efficiently perform common tasks. It with business processes, which is
speeds previously manual processes, important in the US, where the
 The Challenge offering productivity and efficiency company is required to conform to
Heatcraft, a leading manufacturing gains for the organisation. Sarbanes-Oxley (SOX) legislation.
and wholesale distribution business
ISW provided Heatcraft with initial Key Learnings
serving the refrigeration and air
training in the product, after which  P
 ilot projects ensure the business
conditioning trades, was hampered
Heatcraft developed further training knows what to expect and gain
by its paper-based business processes.
for its staff, and modelled and early acceptance before full-scale
A simple purchase requisition could
implemented the workflows for implementation commences.
take up to two weeks to process,
its business processes.
adversely affecting operational
 A
 smart choice of web-based tool
efficiency. Heatcraft recognised  Benefit offers opportunities to selectively
that it could not respond quickly Heatcraft has not only sped up
provide systems access to third parties
to changes in the market unless it execution of business processes,
such as suppliers.
upgraded its internal systems. delivering productivity benefits,
but has also ensured that business  M
 apping businesses processes first,
 Solution
processes are completed the same before developing the workflow in
ISW helped Heatcraft implement
way regardless of the location in Workflow-Xpress, allows for user input
Workflow-XPress on top of IBM® Lotus®
which they’re performed. This before investing implementation time.
Domino®. Workflow-Xpress is a
consistency is important as the
web-based application, developed by
company has more than 70 business
ISW, that models business processes,
locations. The new system also offers
Heatcraft Worldwide Refrigeration “The stability, security and ease of use of the IBM
Heatcraft Worldwide Refrigeration is a
Lotus Domino platform makes it the easy choice when
global leader in commercial refrigeration
serving over 70 countries worldwide, it comes to application development and deployment.
building its vision of being first choice Heatcraft needed the most resilient and secure
in refrigeration. Driving to set the global
environment for its business process environment …
benchmark for customer service,
Heatcraft aims to be at the forefront
and Lotus Domino delivered.”
of sustainable technologies, providing Tim Royle, Executive Director, ISW
innovative refrigeration solutions that
enhance the way we live.
The Heatcraft Australia vision is to be In the US, SOX non-compliance
As part of Heatcraft Worldwide the market leader in temperature and was an issue, with between 20 and
Refrigeration, Heatcraft Australia climate control solutions. 30 issues reported in 2006.
continues to be one of the country’s
The Business Problem Solution – IBM and ISW
leading wholesale distribution business
Heatcraft’s internal processes were Heatcraft had an existing relationship
catering for the refrigeration and air
slowing down both day-to-day with ISW, and approached them for help
conditioning trades. Heatcraft Australia
operations and the company’s ability in solving these critical business issues.
employs over 500 people and boasts a
to innovate and respond to market
distribution network of over 70 branch After working with Heatcraft to
demands. Staff time was taken up in
outlets across Australia and New understand the scale of the problem,
manual processes, which were hard
Zealand, supported by a manufacturing ISW recommended that Workflow-
to replicate across the organisation’s
plant in Sydney. Xpress be deployed across the
50-plus offices.
organisation. “The stability, security
and ease of use of the IBM Lotus
Domino platform make it the easy
choice when it comes to application
development and deployment.
Heatcraft needed the most resilient
and secure environment for its
business process environment …
and [IBM] Lotus Domino delivered,”
said Tim Royle, Executive Director, ISW.

ISW helped with the initial mapping

of business objectives and processes
into workflows within the system,
and with a brief period of training
saw Heatcraft IT staff rapidly able to
implement workflows.

Glenn Zeall, Manager Operational

Excellence, Heatcraft Worldwide
Refrigeration, Heatcraft Australia
Pty Ltd said that, “Successful
implementation of the workflow system
starts with understanding the business
objectives and the business process
before turning to technology.”
“The ease with which Heatcraft “Workflow-Xpress has proven to be an intuitive and
took ownership of the system was
impressive. Heatcraft designed and
dynamic product which, when combined with access to
implemented its own workflow with a large user community, has enabled our programmer to
two days of training,” said Tim Royle. deliver solutions to meet the business needs.”
Initial workflows were implemented Glenn Zeall, Manager Operational Excellence,
based on performance. Now, business Heatcraft Worldwide Refrigeration, Heatcraft Australia Pty Ltd
groups submit their requests for workflow
modelling and these are implemented
located. Productivity has been greatly Xpress has proven to be an intuitive
as time and resources allow, again
improved, allowing staff to accomplish and dynamic product which, when
prioritised by benefit to the business.
more in less time. combined with access to a large
Workflow delivery is now included user community, has enabled our
Heatcraft has also opened up
in senior monthly management programmer to deliver solutions to
Workflow-Xpress to selected third-party
reports as a key measure of meet the business needs.”
suppliers to further streamline
business performance.
procurement processes. In 2009, there were no SOX compliance
Business Benefits for Heatcraft issues reported, a significant
Since its implementation, nearly
Heatcraft reports that its staff are now achievement. “A measure of a successful
60 workflows have been modelled.
able to consistently apply business project: zero SOX non-compliance
According to Glenn Zeall, “Workflow-
processes, no matter where they are report for 2009,” said Glenn Zeall.

“A measure of a successful project: zero SOX

non-compliance report for 2009.”
Glenn Zeall, Manager Operational Excellence,
Heatcraft Worldwide Refrigeration, Heatcraft Australia Pty Ltd
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This customer story is based on information

provided by Heatcraft Australai and ISW and
illustrates how one organisation uses IBM
products. Many factors have contributed to the
results and benefits described. IBM does not
guarantee comparable results elsewhere.

The information in this case study has been

provided by ISW. IBM is not in a position to
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