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Blog posts tagged in Business process management
In my earlier days, I was amazed to see the number of management and strategy frameworks. Even today, it's surprising to find that strategy models continue to be one of the least formal.  Very often available in installments of excel and PPT files, to be used at your own risk. In fact, there is NO version control or baseline for the strategy models. Try asking a Sales  Director to share sales strategies deployed by company 2 years prior to his joining when the revenue was at peak? If you are lucky, you might get a one page note in some magazine...
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CEOs are investing a great deal in formulating winning strategies. Unfortunately, outcomes are not a pleasant experience. Globally, organizations are working on offsetting economic dampening behaviour with  new products and services in regular interval.  Very often, results are  not favorable due to inherent business complexity and associated business structure. As a result, even incremental changes are expensive and time-consuming. In absence of "Business Architecture", business strategy is just a mismanaged carnival of descisions that is desperate for revenue. "Business Architecture" is an evolving discipline which empowers decision makers with "Visual Intelligence." Using "Visual Intelligence," business managers can understand anatomy of business...
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Janne Ohtonen has published a new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” which looks into business process management and leadership from a fresh perspective. The world is full of recipes for success, but too often we forget that success comes from within ourselves through the work what we do (for our customers, with our colleagues). One could even claim that success is mainly about attitude. When you have the right attitude, you focus on the right things, you overcome obstacles, you feel better and you work more efficiently. Surely you know what...
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A new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” has been published to help you to develop both your personal leadership and business process management skills with each passing week. Even though this book may initially seem like a random collection of wisdom, it is based on the experience the author has accumulated over the last ten years of working as a professional business process management and leadership coach. The world has become a complex place and many kinds of demands are placed on the people who work in decision-making positions. This book...
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The US-based Net Promoter Score (NPS) is used by businesses across the globe as an indicator of company growth and customer loyalty. Many of the world’s largest and most successful companies also rely on the NPS. But what does the NPS tell us about company performance? And can it really be used universally? I am not convinced that the NPS is suitable for every market – we need to handle what appears on first view a great tool – with a little care. This may seem a bold statement, but if you look at the way some companies measure performance, the...
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In short, the process world really needs to change. I’m not suggesting that we revolutionize everything we have ever learnt about process but I am thinking that today’s methods need to be more in sync with the demands of the business world. Every year about 10,000 change books are published and whilst many of them overlap they are written because today’s change approaches are still falling short. In the world of process this means: Most of the frameworks for BPM change have been developed for the structured process or the production line. The drive to reduce variation, defects and waste is...
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“Business Process Management is entering a new era and one that will have seismic levels of impact on business as we know it today”. Could this be true? Well according to Charles Bennett, Member of Executive Team at iCMG, the answer is most definitely yes. Business process improvement has been traditionally focussed on driving cost out of an organisation, eliminating redundancy and waste – in other words “doing things better”. Some organisations in other industries, for instance British Airways, GE, Motorola and Toyota who have espoused operating excellence and embedded methodologies such as six sigma and lean into their organisations with...
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Lean organizational culture helps manufacturing organizations to stay on track with Lean in the long run. The Lean culture is critical for sustainability; and to change it, you have to change your management system. If you stop following through Lean practices because things seem stable and in control, it is certain that you will soon face unstable and out-of-control processes. Lean management culture is crucial to the success of Lean production, because it both sustains and extends the gains from establishing Lean procedures. The Outside-In perspective expands the traditional way of perceiving Lean, which is very internally focused into organization’s activities....
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Managing customer expectations and providing great customer service are very important nowadays. To be able to do that, you should build customer satisfaction into your business processes. Traditionally, organizations measure customer satisfaction once per year, long after service has been provided. Some organizations may measure customer satisfaction after a service, project or product has been delivered and then take corrective actions.The problem with this kind of approach is that they are reactive, not proactive ways to respond to customer satisfaction. If you build customer satisfaction into your business processes, you do not have to read those negative feedbacks of your actions...
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The Blue Ocean Strategy is highly related to process innovation. The idea of this strategy is to build new businesses where none existed before. So-called Blue Ocean industries are more profitable than traditional business fields with head-to-head competitors. In the Blue Ocean strategy, you must offer your customers a value innovation (i.e. tangible product or service advancements) accompanied by demonstrable savings. To be able to do that, you have to look at your process innovation from a new perspective. Let’s revisit the six steps of the Blue Ocean strategy from a process point-of-view. Reconstruct market boundaries – in a Blue Ocean strategy...
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