Your SlideShare is downloading. ×

BPM in Service Businesses

474

Published on

BPMlink Melbourne - 16th December 2010 …

BPMlink Melbourne - 16th December 2010
Main Presentation by Nigel Adams

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
474
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Process Management in Service Businesses Nigel Adams 16 th December 2010
  • 2. Process Management in Service Businesses Nigel Adams 15 th December 2010
  • 3. Service Outcomes v Service Experience Image Source: Google imagesautomerchant.com.au
  • 4. Who is the customer? Image Source: Google imageslivius.org
  • 5. Managing Variability – Input Variability Image Source: Google imagesblackburn.gov.uk
  • 6. Managing Variability – Demand Image Source: Google imagescommunity.pharmamanufacturing.com
  • 7. Managing Variability – Standard Times Image Source: Google imagesshoponline2011.com
  • 8. Operational capability Image Source: Google imagesnewt.com
  • 9. Process Control Image Source: Google imageswoodworkforums.com
  • 10. Value Image Source: Google imagesoutplacing.com
  • 11. Language Image Source: Google imagesemeraldinsight.com Control Charts Taguchi Loss Function Ishikawa Diagram Tree Diagram Value Stream Maps Factorial Design Matrices Relationship Diagrams Quality House Hypothesis Testing Tools Employee Development Supplier Partnerships Lean Policy Deployment Self-Assessment Design of Experiments Six Sigma Benchmarking Quality Function Point Deployment Methodologies Business Excellence Employee Engagement C-Level Support Fact Based Decision Making Continuous Improvement Customer Centricity Values Enterprise Behaviours
  • 12. Implications for Process Professionals
    • Work on both outcomes and experience
    • Walk in the shoes of “your” customer
    • Acknowledge service processes are imprecise and intangible
    • Streaming – Runners, Repeaters, Strangers
    • Creative capacity management
    • Dual role – deliver results, build capability
    • Bring processes to life
    • Metrics - Less is more – Driver Trees
    • Learn the language
    • Blended teams – line v internal consultants
    • Funding model – BAU v Project
    Image Source: Google imagesatomus.co.uk
  • 13. ...for more presentations on Business Process Management and Improvement go to www.bpmlink.com /resources

×