Integration of BPM and Six Sigma?

Maybe you should take the appropriate courses in online schools or at least get acquainted with the theory.The topic is really capacious.

I would start with job shadowing to determine what their current state steps are.  With back office functions there may be multiple applications that have to be updated.   Ask a lot of why questions?  You may have to dig deep to get to root cause as many end users don’t know why they are even doing some of the steps they take.  The answer is usually “because we were always told to do it that way”.  Root cause of the whys are key.   See if there is room for improvement by consolidating or limiting redundancy in multiple applications.   An interface to populate data or screen scraping might be a good alternative.  This should help you identify internal metrics to help improve efficiencies and find gaps.   Your metrics can include reduction of cost for application licenses, FTE’s, PTE’s, reduced TAT for daily process and improved metrics.  You can reduce phone calls to customer service by analyzing the phone traffic and reason for phone calls to business offices as well.    This will help at least get you to a leaner future state.  It is more about leaner operations and employee efficiencies as well as bottom line cost that fall into black hole.