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Blog posts tagged in Customer Outcome
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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Business Process Management (BPM) is about managing everything that is done in an organisation to provide successful customer outcomes (hence it is a customer-centric effort). You need a plan, which includes a description from the organisation regarding how it will roll out and upkeep the Business Process Management (BPM) initiative, select processes for development and train people to lead the actual implementation. All this requires professional, leadership and communication skills. Janne Ohtonen has published a new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” which is aimed to help you to grow those skills...
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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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