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Customer intimacy, meet operational excellence

What is more important to company success, a strong external focus on customer experiences or an internal focus on effective and efficient operations? Of course, it’s a false dichotomy — you need both. I described in an earlier post how Tesco worked for years to improve its supply chain capabilities, then leveraged this value by using deeper customer knowledge […]

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Jack of Spades

The case for a BPM jack of all trades, master of…one…or two

When a good friend and I exchanged a few tweets back and forth the other day, it began like the usual exchange of views over some of those typical news items that the #bpm timeline throws up once in a frequent while. But the ‘twonversation’ with my twitter counterpart – a venerable thinker in technology, […]

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School desk with pencil and apple

Continuous improvement that actually works

Cloud technology continues to transform the way business is done. It has had an impact on the way software is bought and sold but also on the quality of software itself. A true cloud offering, as opposed to a hosted version of an on-premise solution, makes it easier than ever for software companies to focus […]

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Kicking the bucket

Is it even possible to design intelligent process?

Earlier today, I read something that made me snort on my afternoon coffee. Not just because it was funny, but because, to me it had some additional insight that I thought was worth sharing with you, especially when you think about Intelligent Processes and how they can be crafted for a BPM initiative. Here it […]

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benchmarking, scope, process, simple, depth, breadth

Scoping a benchmarking project is the first step

I’m often asked what the first step should be once you decide you need to benchmark. I’m assuming that you have already done the vital steps of understanding the value this benchmarking effort will bring to your organization, aligned it with a current strategy or business issue, and have common agreement within your organization that […]

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Don’t punish me for using your process

I just had a 2 and a half hour hole blown in what had started out as a massively productive day. Indeed, I’m so frustrated as I write that I’m going to grab a quick bite and try to squeeze in a run during lunch hour.  Here’s the story and here’s why it matters for […]

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Business, great white, kimi werner

A different type of shark encounter

If you have been bitten by the process bug, like me, then you always see parallels between business, process, and everyday life. It drives my wife, mother, and friends crazy, but I always see them, and it is usually in the context of how I can make the process better at the airport, church, restaurant, […]

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benchmarking, data, internal

Need to Benchmark? Don’t wander Too Far from Home.

If you’ve followed this benchmarking series, you know there has been a lot of information shared around benchmarking peer groups or those you compare yourself to when you conduct a benchmarking project. My message in this post is that you don’t have to go outside of your own organization or value chain to get highly […]

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team, benchmarking, success

Building Your Benchmarking Team

In this installment of the benchmarking series I cover team composition. The team is a critical aspect of any project and a benchmarking effort is no different. There are roles on a benchmarking team that you’d expect to see on any project team, but there are some that are unique to this type of project. […]

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benchmarking, vendor, partner, data, metrics

Using Benchmarking Vendors (Part 2 of 2)

In part 1, of this benchmarking series, I covered a few of the instances where you might want to engage a benchmarking vendor to assist you with your projects. In this installment, I outline my recommendations around what to do when you find a vendor (or short list of vendors) that you might want to […]

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benchmarking, vendor, partner, data, metrics

Using benchmarking vendors (Part 1 of 2)

This installment of the benchmarking series focuses on using benchmarking vendors and will be in two parts. This part will focus on when you might want to use a benchmarking vendor, and the second part will focus on what to do once you find a vendor. Benchmarking vendors, like all other vendor, should be held […]

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Making a case for enterprise case management

Your processes are in a mess. You have no idea how much work actually comes into the organization. You want to invest in a Case Management tool but just don’t know where to begin. The vendors all pitch forward with suggestions and want a few coins for a decent licence sale so it makes sense […]

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benchmarking, peers, learning,

Great companies benchmark differently

In a recent post in this benchmarking series, I discussed the issues I see with defining benchmarking peer groups based on industry. That led me to share the similarities I see among great companies when they benchmark. Benchmarking roles In our benchmarking projects, there are primarily two roles. The sponsors are the organizations wanting to […]

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benchmarking, comparison, data, peer group, criteria

Your benchmarking peer group says a lot about you

In this entry to the benchmarking series, I want to cover the benchmarking peer group. The benchmarking peer group is both vital and controversial for the vast majority of benchmarking projects. It is an issue we discuss at the beginning of every project, and it alone can make or break a benchmarking project. But here […]

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Reports, learning, data, benchmarking

In benchmarking, you are the output

I wanted to tackle another benchmarking myth in this post. I’ve touched on it in previous posts in this series, but wanted to address it specifically. It is the myth of getting EXACTLY comparable data within peer groups. Why is it a myth? You can’t achieve the elusive “apples-to-apples” comparison when humans are involved, ever. […]

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Next Process Wave

Global process standards eminent

It has been a long time coming, but it appears there will be process standards developed and implemented globally in the very near future. The World Economic Process Academy for Simplification and Standardization (WE_PASS) announced the upcoming release of globally-accepted and implementable process standards for all enterprise processes. Change is finally here In a statement […]

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