Tag Archives: customer experience

Process & the Customer Experience

A decade ago, companies differentiated themselves from their competitors using products and pricing.  The internet has changed all that.  Customers can quickly search for products online and even compare.  They can easily choose to purchase from the company with the … read more

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How to Support Process Innovation with Technological Advancements

The pace of technological advancement is creating enormous potential to create and deliver better customer experiences through technology-enabled process innovation. But in order to reap the rewards, organizations need to move beyond the limits of their current business models. Instead, … read more

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Mobile Devices – the Future of BPM?

Business trips such as delegations or conferences prove the usefulness of mobile devices that allow to remotely get some of daily duties done. However, those are more or less incidental cases. After all, an employee spends most of his time … read more

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Lean vs. Business Process Management – This Means War!

If it doesn´t make three people angry it isn’t a process!!  [Michael Hammer]   I have wanted to write this story for some years – it is about the problems when Lean and Business Process Management clash together in large … read more

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4 Essentials for Building a Lean Culture

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 … read more

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How do We Deliver Consumer-style Experience while Optimizing Process?

Its been a while now since I have last posted about BPM and User Experience. Over the past 5 months, I have been busy helping customers around the world optimize their business processes while at the same time ensuring that … read more

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7 Ways to Build Customer Satisfaction into Your Business Process

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 … read more

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Process & The Customer Experience: Taking Your Business “Outside-In”

This post was originally published on the iDatix Insider’s Blog.   As organizations we have become crippled by our internal processes. We’ve become so entwined in what we do day to day we’ve forgotten why we exist–to serve our customer–to give them … read more

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6-Sigma and DMAIC from the Customer’s Viewpoint

The goal of 6-Sigma is to achieve consistent, reliable, repeatable performance in areas that affect effectiveness and efficiency. Effectiveness measures meeting the customer’s needs or wants and efficiency measures the cost of meeting customer needs or wants.  Let’s go through … read more

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10 Golden Rules for Management and BPM

This summer, we will highlight the three best read and three most shared blogs on BPM Leader. In line with the spirits of the Olympic Games, we will award these blogs with a gold, silver or bronze medal. Today’s blog … read more

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