This document discusses how organizations can succeed with business process management (BPM) by focusing on customers. It recommends embedding BPM as a core part of the organization, undertaking process initiatives from the customer point of view, and aligning business transformation with customer needs. The document also outlines the evolution of business process excellence over time and how the focus has shifted to be more outside-in and customer-centric.
Управление бизнес-процессами (BPM) для банков на примере автоматизации процесса рассмотрения заявки организаций на предоставление кредита или гарантии на платформе Serena Business Manager
Business Process Management for Successful Core Banking ImplementationsCognizant
Banks must upgrade their business process management (BPM) systems for their core banking systems rapidly and seamlessly, sometimes retaining legacy systems but more often instituting new IT architectures. The four areas to focus on are human processes (and procedures), systems processes, business rules engines and business activity monitoring.
Управление бизнес-процессами (BPM) для банков на примере автоматизации процесса рассмотрения заявки организаций на предоставление кредита или гарантии на платформе Serena Business Manager
Business Process Management for Successful Core Banking ImplementationsCognizant
Banks must upgrade their business process management (BPM) systems for their core banking systems rapidly and seamlessly, sometimes retaining legacy systems but more often instituting new IT architectures. The four areas to focus on are human processes (and procedures), systems processes, business rules engines and business activity monitoring.
Business process management center of excellence 2010Robert Levy
A suggested best practice guide for creating a business process management center of excellence - the principles could apply to many other opportunities as well. If anyone uses this outside of BPM let me know.
BPM Made Easy - 2. Tornar o BPM fácil e acessívelFrederico Cruz
Evento:
BPM Made Easy
(24/Nov/2015 @ Microsoft)
Apresentação:
2. Tornar o BPM fácil e acessível
Orador:
Frederico Cruz, Senior Manager
Leadership Business Technology
Apresentada pelo Prof. Jorge S. Coelho, Professor universitário e Presidente do IPBPM - Instituto Português de BPM. Co-fundador da Process Community. Co-autor do livro "In search of BPM excellence"
BPM e reengenharia de processos: o que fazer para optimizar o sucesso da sua aplicação à AP?
A modernização administrativa tem tido as baterias apontadas para as TI e para os processos. Contudo, os resultados na eficiência dos serviços não são proporcionais ao investimento realizado.
12 de Fevereiro de 2010
This presentation provides you with an overview of Business Process Management (BPM). The slides are from AIIM's BPM Certificate Program, which is a training program designed from global best practices among AIIM's 65,000 Associate and Professional members. The BPM program covers concepts and technologies for process streamlining and re-engineering; requirements gathering and analysis; application integration; process design and modelling; monitoring and process analysis; and managing change. For more information visit www.aiim.org/training
Forum One Web Executive Seminar Series: Internet Technology Investment Planni...Forum One
This presentation was given by Matt Schuttloffel, the Director of Internet Services at the National Wildlife Federation during Forum One's Web Executive Seminar Series at the National Press Club in Washington DC on June 21st, 2007.More information at http://www.forumone.com/content/calendar/detail/2169 . Contact: Kurt Voelker / kvoelker@ForumOne.com .
Alessandro Salvatico - Ingres: il nuovo modello ITBetter Software
L’intervento, a cura di Alessandro Salvatico, è logicamente diviso in due parti distinte. Nella prima si illustra il nuovo modello economico che sta facendo breccia sul mercato e che risponde alle mutate esigenze dettate dalla crisi e dalla conseguente necessità di contenimento dei costi e di rispetto degli standard: Open Source e Open Standard. La seconda parte dell’intervento affronta le tematiche tipiche di un ambiente enterprise e dimostra come Ingres sia oggi l’unico database open source che può essere utilizzato con tranquillità anche in applicazioni business critical.
Henrik Berglund - Customer Development for startupsHenrik Berglund
Customer Development in start-ups, with Boo.com as an example of what may go wrong, Palm Pilot as an example of a demo prototype (early MVP), and Groupon and YouTube as examples of pivots.
This presentation is based on the Customer Development theory developed by Steve Blank and Bob Dorf (http://www.steveblank.com), and is based on slides developed by Steve Blank and Bob Dorf (http://www.slideshare.net/sblank/).
The current economic turmoil has hit harder and is biting deeper than any downturn in recent memory. The pressure to reduce costs quickly is inexorable in many sectors.
Towers Perrin\'s Human Capital Group has developed a thorough process to identify, prioritise and implement cost cutting measures in compensation, benefits, and the HR function itself. Our approach is to partner with clients, and can include working on the basis of mutually agreed success fees rather than the traditional time and expenses method.
This offering is proving very popular, and I thought you would be interested in knowing more about it.
Information Security Architecture: Building Security Into Your OrganziationSeccuris Inc.
Controls and solutions can mitigate risk, but can also deeply undermine business productivity and the benefits that new technologies may bring. Harnessing the SABSA Information Security framework will allow your organization to build robust enterprise security architecture, directly supporting and enabling your organization's core objectives.
This presentation will highlight the key concerns you should be aware of within your organization and current security program, as well as provide specific recommendations to successfully move your security and compliance goals ahead. Learn more about the techniques and tools readily available in the industry and how you can use these tools to create immediate wins and security improvements in your organization.
Business process management center of excellence 2010Robert Levy
A suggested best practice guide for creating a business process management center of excellence - the principles could apply to many other opportunities as well. If anyone uses this outside of BPM let me know.
BPM Made Easy - 2. Tornar o BPM fácil e acessívelFrederico Cruz
Evento:
BPM Made Easy
(24/Nov/2015 @ Microsoft)
Apresentação:
2. Tornar o BPM fácil e acessível
Orador:
Frederico Cruz, Senior Manager
Leadership Business Technology
Apresentada pelo Prof. Jorge S. Coelho, Professor universitário e Presidente do IPBPM - Instituto Português de BPM. Co-fundador da Process Community. Co-autor do livro "In search of BPM excellence"
BPM e reengenharia de processos: o que fazer para optimizar o sucesso da sua aplicação à AP?
A modernização administrativa tem tido as baterias apontadas para as TI e para os processos. Contudo, os resultados na eficiência dos serviços não são proporcionais ao investimento realizado.
12 de Fevereiro de 2010
This presentation provides you with an overview of Business Process Management (BPM). The slides are from AIIM's BPM Certificate Program, which is a training program designed from global best practices among AIIM's 65,000 Associate and Professional members. The BPM program covers concepts and technologies for process streamlining and re-engineering; requirements gathering and analysis; application integration; process design and modelling; monitoring and process analysis; and managing change. For more information visit www.aiim.org/training
Forum One Web Executive Seminar Series: Internet Technology Investment Planni...Forum One
This presentation was given by Matt Schuttloffel, the Director of Internet Services at the National Wildlife Federation during Forum One's Web Executive Seminar Series at the National Press Club in Washington DC on June 21st, 2007.More information at http://www.forumone.com/content/calendar/detail/2169 . Contact: Kurt Voelker / kvoelker@ForumOne.com .
Alessandro Salvatico - Ingres: il nuovo modello ITBetter Software
L’intervento, a cura di Alessandro Salvatico, è logicamente diviso in due parti distinte. Nella prima si illustra il nuovo modello economico che sta facendo breccia sul mercato e che risponde alle mutate esigenze dettate dalla crisi e dalla conseguente necessità di contenimento dei costi e di rispetto degli standard: Open Source e Open Standard. La seconda parte dell’intervento affronta le tematiche tipiche di un ambiente enterprise e dimostra come Ingres sia oggi l’unico database open source che può essere utilizzato con tranquillità anche in applicazioni business critical.
Henrik Berglund - Customer Development for startupsHenrik Berglund
Customer Development in start-ups, with Boo.com as an example of what may go wrong, Palm Pilot as an example of a demo prototype (early MVP), and Groupon and YouTube as examples of pivots.
This presentation is based on the Customer Development theory developed by Steve Blank and Bob Dorf (http://www.steveblank.com), and is based on slides developed by Steve Blank and Bob Dorf (http://www.slideshare.net/sblank/).
The current economic turmoil has hit harder and is biting deeper than any downturn in recent memory. The pressure to reduce costs quickly is inexorable in many sectors.
Towers Perrin\'s Human Capital Group has developed a thorough process to identify, prioritise and implement cost cutting measures in compensation, benefits, and the HR function itself. Our approach is to partner with clients, and can include working on the basis of mutually agreed success fees rather than the traditional time and expenses method.
This offering is proving very popular, and I thought you would be interested in knowing more about it.
Information Security Architecture: Building Security Into Your OrganziationSeccuris Inc.
Controls and solutions can mitigate risk, but can also deeply undermine business productivity and the benefits that new technologies may bring. Harnessing the SABSA Information Security framework will allow your organization to build robust enterprise security architecture, directly supporting and enabling your organization's core objectives.
This presentation will highlight the key concerns you should be aware of within your organization and current security program, as well as provide specific recommendations to successfully move your security and compliance goals ahead. Learn more about the techniques and tools readily available in the industry and how you can use these tools to create immediate wins and security improvements in your organization.
Missouri Issues in Workers’ Compensation General SessionKurt Madel
Brian Ronnau, Director of CapTech’s State Workers’ Compensation Practice, is the featured speaker at the Missouri Division of Workers’ Compensation 15th annual conference held June 8th and 9th in Osage Beach, MO. Mr. Ronnau’s topic is “The Missouri Division of Workers Compensation Business Analysis: Where We Have Been and Where We Are Going.” He will elaborate on the challenges and potential solutions facing the Division of Workers’ Compensation (DWC) and its key stakeholders in Missouri.
Customer Centricity has taken center stage for enterprises seeking to transform for the digitial age. Managing proactively Customer Experience wins the Triple Crown - Lower Costs, Higher Revenue and Enhanced Service concurrently.
Design Thinking is a secret ingredient of many successful organizations. Integrating DT with CEMMethod has produced remarkable results. In this deck we review the how with examples.
Business approaches to change can be complex and chaotic. Here however we take a different view - if there is one thing that could change everything what would that be? And yes there is! Review the short deck and gain access to a complimentary book, The Process Tactics Playbook (value $200 on Amazon).
Customer Experience Management (CEM) is the at the forefront of business success today, however many organisations struggle to reconcile customer journey mapping and process management/excellence. The two apparently opposing views of the organisation create a breakdown in understanding how to deliver and consistently apply CEM to win the triple crown - lower costs, increase revenues and enhance service simultaneously.
CEM when applied correctly delivers the promise and provides a unified view of the organisation - from both the customer and the internal perspectives. You can see this in half a dozen slides, and share with colleagues who are passionate about deliver business success.
BPGroups CEMMethod has now evolved to version 10. Catch the latest additions and innovations. Qualifying in the use of CEMMethod is available at http://www.certifiedprocessprofessional.com and more general information via http://www.bpgroup.org
Gutenberg gave the world the modern printing press and with it the resulting explosion of texts that could be distributed to everyone. The last decade has witnessed the same phenomena with the convergence of technologies. For instance the smart phone now enables communication and knowledge exchange by anyone anywhere. The impact is only just being felt, however it is transforming the planet. The Gutenberg Impact.
The PEX event discussed why BPM so often fails. This presentation reveals why that is so, and then demonstrates how, by following a well trodden path we can all get it right.
It is BPM Jim but not as we know it!
We have got to get scientific about the customer experience. CXRating.com is a new company intent on delivering that promise. Here we look at Customer Experience Mapping using the BP Groups ABACUS toolset.
A terrific piece of work delivered at AMA ServSig Doctoral Consortium Taipei 2013 National Taiwan University, Taipei, Taiwan — July 3-4, 2013 by Lerzan Aksoy & Timothy Keiningham
How can we keep improving our performance when the customer keeps demanding more?
For those seeking to move beyond same old same old this is one way forward.
The CEMMethod is widely used as the means to help organizations progress Outside In. This slideshow shares the most recent updates to this popular framework, with 38 techniques included to enhance your capabilities, individually and enterprise wide.
Presentation Keynote themed on Customer Centricity - relevant to Public and Private sectors. Delivered in Dubai at the Annual DEWA event.
WHAT IS THE MAGIC that creates the repeated success while meanwhile previous giants stumble and fall (think Kodak, Nokia, RIM etc.)
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
In the Adani-Hindenburg case, what is SEBI investigating.pptxAdani case
Adani SEBI investigation revealed that the latter had sought information from five foreign jurisdictions concerning the holdings of the firm’s foreign portfolio investors (FPIs) in relation to the alleged violations of the MPS Regulations. Nevertheless, the economic interest of the twelve FPIs based in tax haven jurisdictions still needs to be determined. The Adani Group firms classed these FPIs as public shareholders. According to Hindenburg, FPIs were used to get around regulatory standards.
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
FIA officials brutally tortured innocent and snatched 200 Bitcoins of worth 4...jamalseoexpert1978
Farman Ayaz Khattak and Ehtesham Matloob are government officials in CTW Counter terrorism wing Islamabad, in Federal Investigation Agency FIA Headquarters. CTW and FIA kidnapped crypto currency owner from Islamabad and snatched 200 Bitcoins those worth of 4 billion rupees in Pakistan currency. There is not Cryptocurrency Regulations in Pakistan & CTW is official dacoit and stealing digital assets from the innocent crypto holders and making fake cases of terrorism to keep them silent.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Recruiting in the Digital Age: A Social Media MasterclassLuanWise
In this masterclass, presented at the Global HR Summit on 5th June 2024, Luan Wise explored the essential features of social media platforms that support talent acquisition, including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok.
6. Functional Islands ‐ before
Global Bank – AS‐WAS
Actioning
3 department
6
2 4 Filing/Doc. Mgt
Telephone 7
Liaison
8
9
5 1. Client calls into Call Centre
2. Call transferred to Tel. liaison
Call Centre 3. Action request passed to line
Correspondence department
Unit
4. Action progress reported to
Telephone liaison
1 10 5. Telephone liaison inform
customer of progress
Client 6. File information requested
Hello – can you tell me 7. File information transferred
the t t
th status of my loan
f l 8. Letter created
Towers
Application please? 9. File and letter returned to Filing
10. Letter despatched to customer
Associates www.bennugroup.net www.stevetowers.com
7. Process Improvement ‐ during
Global Bank – Transition
Actioning
department
3
2 Filing/Doc mgt.
5 4
Customer
Contact Unit
1. Client calls CCU.
2. Action request passed to
6 line department
3. File info’ requested
4. File info’ delivered
5. Customer response
compiled
1
6. Tel. liaison contact customer
with resolution (‘phone/letter)
Improved Productivity, Enhanced Quality, Lower Cost
Towers
Associates www.bennugroup.net www.stevetowers.com
8. Process Management ‐ outcomes
Global Bank – IS‐NOW
Online information
store
Customer
Experience Centre 1.
1 Client calls Customer Experience
Centre.
2 2. Tel. liaison resolve and contact
customer with resolution (‘phone/
letter/email)
The rules have changed....!
1 Now organized around
g
Successful
Customer
Outcomes
Towers
Associates
Reduced Costs, Improved Revenues, Enhanced Service
www.bennugroup.net www.stevetowers.com
9. ORGANIZATIONAL ALIGNMENT around SCO’s
The Process Performance Landscape
Provides the structure
Provides the structure
and language to align
everything with the
y g
Customer
Towers
Associates
Geneva, November 2007 – www.stevetowers.com
www.bennugroup.net www.stevetowers.com
10. Can You Imagine How Different
Things Would Be?
Towers
Associates www.bennugroup.net www.stevetowers.com
11. Welcome to
An example of how to
Innovate through
Innovate through
Successful Customer
Outcomes
Towers
Associates www.bennugroup.net www.stevetowers.com
12. The FEDEX KINKO SCO... CHALLENGE 1
How could we make business travelers’ lives
Simpler, Easier and more Successful?
1) I want to have a great presentation tomorrow.
2) I need to have packets to hand out
3) I have to get the packets printed and bound.
4) They need to be nice.
) y
5) They need to be ready when I need them
Towers
6) I need to have them when I go to my meeting
Associates 5 minutes – think, discuss and feedback
www.bennugroup.net www.stevetowers.com
13. WHAT DID FEDEX KINKO’S DO?
Towers
Associates www.bennugroup.net www.stevetowers.com
14. LESSONS LEARNED - Customer Expectation Management
Market Leaders make their customers’ lives
Simpler, Easier and More Successful
They focus Outside‐in and reduce complexity by
fixing the Causes of Work
fixing the Causes of Work
They Align everything they do to the
y g y g y
Customer and eradicate the things that don’t
They apply technology where technology
Th l t h l h t h l
adds CUSTOMER value!
Towers
Associates
Geneva, November 2007 – www.stevetowers.com
www.bennugroup.net www.stevetowers.com