Mitsubishi Research Institute DCS (DCS) provides consulting and outsourcing services for corporate IT infrastructure. To keep pace with increasingly fierce global competition, DCS needed to streamline operations without compromising service levels. By deploying Red Hat® JBoss® Middleware, DCS was able to offer enterprise content management and business process management while provisioning a service-oriented architecture. With this low-cost, flexible, and scalable solution, DCS expects to set up a portal platform, deliver a flexible user interface, and align business services with strategic goals.
I.T. Consulting & Services
Boost the company's competitiveness by streamlining operations, centralizing employee expertise, and enhancing internal collaboration.
- Existing DCS architecture
We chose Red Hat JBoss Middleware because it offered the basic functions we needed, at a low cost, and it is flexible and easy to develop and expand.Minoru Enjitsu, Senior Managing Director, DCS
From IT design and development to operations and processing, DCS offers a variety of outsourcing services. To tailor these offerings to the needs of its 1,400 customers, DCS delivered a unique service to each client. Often the project scope depended on the experience and skill set of the employees working on the account. These personalized services made it difficult to track and share account knowledge among DCS employees.
As a result, the customized operational processes hurt the company's efficiency. “Operational control was carried out separately for each customer, so there was some duplication of roles among our staff,” says Yuji Nagami, general manager of the ICT Planning Division at DCS. “This made it difficult to streamline our operations.”
Pressure builds for change
Growing use of offshore outsourcing and the financial downturn created intense pressure on DCS to increase service quality while reducing cost. The company was determined to deploy a business process re-engineering solution that would address its critical client needs while enabling internal collaboration.
“We challenged ourselves to create a system that would make us more efficient without lowering our service levels,” says Minoru Enjitsu, senior managing director of DCS. “DCS needed a solution that would allow us to share our collective expertise and skills throughout our workforce.”
DCS seeks essential features and functionality
The company sought a solution that was compatible with its other systems and offered:
- Enterprise content management (ECM) to support the creation of manuals and make them instantly accessible.
- Business process management (BPM) to deliver transparency in quality, processing status, planning, and staff deployment, and to provide a portal for company-wide sharing of the information.
DCS initially considered purchasing a commercial software package. Because the solution must also support outsourcing of customers' administration processes, however, executives determined that an off-the-shelf package would require excessive customization and cost.
Evaluation leads to open source solution
The company evaluated several open source options. “We chose Red Hat JBoss Middleware because it offered the basic functions we needed, at a low cost, and it is flexible and easy to develop and expand,” says Enjitsu.
Red Hat's high level of reliability, backed by a worldwide track record of success, also contributed to the decision. “Obviously, being an open source technology, Red Hat JBoss Middleware has a cost advantage,” says Yasutaka Takato, senior manager of the ICT Planning Division. “But it also has a polished, high-quality product. That was a powerful motivation behind our choice.”
The Red Hat solution also had the BPM and ECM features the company wanted to support its reorganized operations.
Red Hat JBoss Middleware helped the company manage its operations after they were revised to become more efficient. DCS changed its process design from 1 process per customer to 1 per operational function. That enabled employees to share roles and work, and to correct an uneven distribution of skills.
With Red Hat JBoss Middleware, the relevant operational processes were linked to progress in creating administrative documents, such as work instructions, schedules, work manuals, and check sheets.
DCS achieves service alignment
“Red Hat JBoss Middleware was the only open source solution that provided BPM and ECM systems, met our requirements, and allowed for the comprehensive provisioning of a service-oriented architecture platform,” says Takato. “These features will enable us to set up a portal platform, provide a flexible user interface, and achieve service alignment.”
The DCS staff and systems were fully supported by Red Hat Consulting services, from defining requirements to platform implementation. Red Hat consultants helped ensure that the integration of Red Hat JBoss Middleware went quickly and smoothly.
DCS offers tried-and-trusted solutions
In the future, DCS sees more opportunities to partner with Red Hat. The company may use the Red Hat platform for system integration opportunities–potentially using Red Hat JBoss Middleware for a business process outsourcing service covering the full range of HR administration. “Offering our customers tried-and-trusted solutions that we use ourselves would give us an advantage as a systems integrator,” says Nagami.
DCS is even considering a partnership with Red Hat to offer cloud solutions. “We intend to start providing platform-as-a-service offerings, so we hope Red Hat will support us on that front, too,” says Enjitsu. “Also, because we are using the portal functions in combination with BPM and ECM, we plan to forge ahead with utilizing social functions such as Presence and Chat. Going forward, we would like to try new challenges and pass on the skills we gain through channels such as Red Hat user groups.”