BPM Articles

Articles

Business Process Analysis – a waste of time?
Many organisations work within a cycle of continuous improvement - monitoring current processes, identifying areas for improvement, planning an improvement and implementing the improved process.
BPM Articles, Continuous Improvement
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…
BPM Articles, Quality Management Systems
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…
Advanced BPM / Outside-In, BPM Articles
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…
Advanced BPM / Outside-In, BPM Articles