BPM Articles

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. As a representation of “the way things are done”, …

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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 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 …

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What makes a company successful?

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 …

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Service Recovery Window

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 …

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Opinion by Richard Branson

“In business, there’s no such thing as a perfect 10” In this article, Richard Branson talks about his success and why it’s important to “look at your business or brand from the outside in”. There’s always room for improvement in product and service offerings. By placing ourselves in our customer’s shoes, we can understand their …

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Do businesses need to change their business process management strategy?

If you are unaware, there is a groundswell occurring in the business process management arena. Business analysts and business process management practitioners are leading us in a new direction – one of “customer centricity” or “outside-in”. Particularly since the 1980s, businesses have been bombarded with various methods of business process improvement and quality management, including …

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Article ? Customer Focus

In an interview in February 2010 with Harvard Business School, Ranjay Gulati discusses his recent book release and the need for companies to focus in creatively delivering value to customers. He highlights the requirement for placing the customer first and provides a roadmap of stages that companies pass through in the journey to reach customer …

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When should an SME embrace BPM?

Small and medium enterprises rarely focus on formally establishing business processes or how they will be managed from the outset. After all, businesses are typically started through the enthusiasm and passion of one or two individuals – and that passion is purely focused on just “doing the business”. Having (hopefully) identified a market need, the …

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