In this presentation, we expand on the four steps necessary to perform Business Process Mapping (BPM), which we addressed in our webinar, "Take Your Service Operation from OK to Very Good: Best Practices in Business Process Mapping." During the webinar, John Ragsdale, Vice President of Technology Research with TSIA, highlighted the importance of defining processes before any technology project. We also addressed the benefits of Business Process Mapping and provided a high level overview of four steps to perform BPM. This drills down into each step to provide additional insights.
Step 1: Process Identification - Using a customer scorecard to keep customers at the forefront of your processes
Step 2: Information Gathering - 8 areas of focus
Step 3: Interviewing and Mapping - Who and what to ask to get to the root of the process
Step 4: Analysis - Use the 7 Rs of process innovation
Next Step: Building a case for business process mapping
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