Returning to Australia and New Zealand in the coming weeks, this world renowned programme (just sold out again in Europe) offers the full Certified Process Professional (CPP) training and certification, and it is a ‘must have’ for both the practising and aspiring Business Process Professional. If you missed out on the training last year, make …

As 2010 draws rapidly to a close, company executives and C-level managers are already looking ahead to the new year and its many challenges and opportunities. It’s in the back of their mind as they go about preparing for the festive season. Even though they are winding down for the year, they are (often acutely) …

Where is the focus of your process improvement project? Does it focus on:   - Business Process Improvement (BPI), or   - Customer Process Improvement (CPI)? The aim of any organisation undertaking a process improvement project is to improve the efficiency of their operations and therefore reduce their costs and increase profits. Right? We might look at …

Successful companies are easily identified, right? They are the ones that stand out from the crowd, others aspire to be like them, and individuals aspire to work for them. Internally, they have defined goals and a strategy that is clearly communicated; their business processes are defined; KPIs are set and tracked; resources are managed. But …

Many organisations work within a cycle of continuous improvement – monitoring current processes, identifying areas for improvement, planning an improvement and implementing the improved process.

No, I’m not referring here to the way we manage potentially abusive customers. You don’t have to search too hard to find numerous postings about customer service. Rather, continuing on from my previous post, I’m exploring the gap between what a customer may request or say that they want, what they truly need, and the …

As a supplier, do you understand or appreciate what it is that your customers are really buying? Have you identified your market segment and have you profiled your ideal customer? It’s so important to focus on what it is that you are delivering to your customers. What is the need that you are satisfying? Have …

Outside In – The Secret of the 21st Century Leading Companies BP Group Press, 2010 www.outsideinthesecret.com Steve Towers has once again put pen to paper to present us with strategies that organisations may adopt to achieve success in today’s ever-changing business landscape. In suggesting that today’s businesses are working with new rules and within a …

For organisations providing a service to customers (ie. most organisations), there will be times when the service delivery doesn’t match the customer’s expectations. This occurs when the customer’s expectations are not clearly understood or managed. Organisations that are specifically service-based, differ from those that manufacture products. In both instances, there is a requirement that needs …

Do you struggle with maintaining your HR skills records or training records? Then take a look at the template on our downloads page. It’s an Excel template designed to help document and track the skills of your personnel and their training requirements. Note that it utilises conditional formatting that was introduced with Excel 2007, so …