top management. management leadership

What Does ‘Top Management’ Commitment Mean for Management Systems?

There’s often some confusion, even apprehension, within organisations when asked about top management commitment in the context of one of the ISO management system standards.
Understanding this information is essential for members of your management team, and also important for the rest of your organisation to know that ‘top management’ is

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Does Your Business Need Continuous Improvement?

Does Your Business Need Continuous Improvement? What is Continuous Improvement? The term Continuous Improvement is often considered as one of those things that businesses should do – much like being customer-centric. However, many businesses struggle to really make it part of their DNA and leverage the advantages that it can bring. Continuous Improvement is both …

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Improve Business Processes Through Automation

A Structured Approach To Business Process Improvement Most active business leaders take an approach to improving business process flows through a structured strategy of continuous process improvement.Historically, business process flows have been documented in written procedures using business process modeling notation, process flowcharts, and related methodologies.The software tools available now may have been refined at …

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Professional Services Case Study – Internal Audit

The Brief: To conduct a series of internal audits for a professional services organisation in line with the requirements of the ISO 9001 Quality Management Systems standard. The organisation had its annual surveillance audit scheduled within four months of contacting us. It’s management system was said to be well documented, but planned internal audits had …

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When Customer Service Fails

Do you know what your customer service staff say to your customers? How are your customers really being treated? Every day, staff are interacting with customers. What impression do customers take away from their experience with your staff? Consider the following interaction between the service staff at a car dealership and a long standing customer …

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Process Mapping – its role in business process improvement

Business process mapping is one of many tools used in developing a process based management system. It provides a pictorial representation of a process. In this context, a business process is a series of steps within a specific activity that combine to produce a required outcome. Clearly understanding, defining, and mapping a business process is …

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Business Process Training by BP Group

BP Group Business Process Training In March 2012, BP Group have scheduled business process training sessions in Australia. Certified Process Professional, CPP, sessions 1&2 have been scheduled in Brisbane, Sydney and Melbourne for March 2012. At the end of March and again in May, sessions have also been scheduled for New Zealand. Business Process Training …

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Uncommon Service – Putting Customers at the Core of Your Business

A Refreshing and Pragmatic Approach On How To Deliver Excellent Customer Service “Uncommon Service – How to Win by Putting Customers at the Core of Your Business” By Frances Frei & Anne Morriss Published 2012 By Harvard Business Review Press – Create an environment within your organisation where all employees focus on delivering excellent customer …

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Telco study recognises training requirement for customer service employees

Customer Service Employees Require Training – Customers Deserve Better Customer Service The latest customer service Australian Telecommunications Industry Ombudsman has been released today. Their survey found: more than half of the consumers (55 per cent) surveyed reported contact with their service providers five or more times to try and resolve an issue; more than half …

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