Tag Archives: service
How to Test the Pulse of your Processes and See if they are Still Alive!
Many processes are like zombies. They wake up in the morning, brush their teeth, take the train ride to work and start working. For four hours they check their emails, put of fires and curse the work they do. Then, … read more
BPM and CRM Tango
There are two industry terms – BPM and CRM – which people may be playing around separately to play there day to day business games. Let’s understand each one and see if there could be any correlation between the two. … read more
Three Reasons For Running Business Processes In The Cloud
BPM + BPO + Cloud = BPaaS No business person really cares about technology except insofar as that technology helps get the job done. But there’s one technology that’s different. Unlike most or all other technologies, BPM software technology directly … read more
BPM in Health Care – Cut Costs While Improving Experience
BPM Streamlines Health Care Appeals and Grievances by 30% Each day I learn a new reason for BPM. Take the project at Touchstone Health (White Plains, New York, USA), a $200M Health Plan/Insurance provider that serves roughly 20,000 members. Members (people … read more
BPM and Successful Customer Outcomes
From Seth Godin this morning… The simplest customer service frustration question of all – “Why isn’t this as important to you as it is to me?” My Story Some background – I live in Texas where we have 3 … read more
How to Apply BPM to Streamline Customer Communications Management
No More “Game of Telephone”: 7 key steps to designing a Centralized Communication Platform The retail sector has experienced dramatic change in recent years. With the growth of online access, mobile platforms, and the widespread use of “apps”, … read more
Does More Customer Interaction Lead to Better Experience?
Discussion about good and especially bad customer service experiences is favorite topic of many coffee table conversations. These customer interactions can be called also as moments of truth (read more about them from Jan Carlzon‘s book titled “Moments of Truth”). … read more
BPM – What Do All These People Do?
This is my first BPM blog under BPM leader. My focus is on BPM as a problem solving methodology/ approach and I hope to share with you in a conversational and interesting way, my thoughts and views on BPM. Please … read more
Lean Six Sigma: Service versus Industry (part 3)
Of course, organizations that practice Lean Six Sigma optimize their processes in the workplace. In an industrial environment they use ‘tricks’ like hanging drilling machines at the correct height on a string, for easy access. Also inventories are limited by … read more
Lean Six Sigma: Service versus Industry (part 2)
As mentioned in my previous blog post, the service sector runs about 20 years behind on the industrial sector when it comes to process optimization. To illustrate this, there are a few explanatory symptoms that we see a lot in … read more