Articles
Topical articles and opinion pieces
What’s the plan?
As the year draws rapidly to a close, company executives and C-level managers are already looking ahead to…
Business Process Improvement or Customer Process Improvement?
Does your company need business process improvement? Where is the focus of your process improvement project? Does it…
What makes a company successful?
Successful companies are easily identified, right? They are the ones that stand out from the crowd, others aspire…
Business Process Analysis – a waste of time?
Many organisations work within a cycle of continuous improvement - monitoring current processes, identifying areas for improvement, planning…
The Customer Is Not Always Right
No, I'm not referring here to the way we manage potentially abusive customers. You don't have to search…
Customer Point of View
As a supplier, do you understand or appreciate what it is that your customers are really buying? Have…
Book Review – “Outside-In” by Steve Towers
How to mould organisations into a way of thinking that is aligned with today's consumer to ensure "successful…
Service Recovery Window
For organisations providing a service to customers (ie. most organisations), there will be times when the service delivery…
Opinion by Richard Branson
"In business, there's no such thing as a perfect 10" In this article, Richard Branson talks about his…
Advanced BPM Training
The methods and tools of the Certified Process Professional (CPP) Program can make a tangible difference to how…
