The Evolution of Business Process Management (updated)

A theme of recent global conferences has been the mix of different approaches to improving business performance. This quest for business performance improvement as measured by reducing costs, improving revenues and enhanced service (also known as ‘the triple crown’) is a worldwide phenomena brought on by increasing competition, greater customer promiscuity, chaotic business cycles and more generally ‘globalization’. The pressure continues to increase and companies are seeking to extract every last opportunity out of their various initiatives and approaches. So what works best then?

Review the full article

BP Group Members can download a PDF of this article (with tables etc.)
and an associated Powerpoint presentation

To join the BP Group (it’s free) click here.

Company-Customer Pact

The book I co-authored in 2006 ‘Thrive – How to Succeed in the Age of the Customer’ provoked quite a reaction from several quarters (not all favorable!).
We are now pleased to report that more organizations are placing the customer at the center of everything they do.
One recent area of growth is the Customer Pact and you can see an extract from this work, hosted at http://www.ccpact.com/FrontPage

The Challenge: We, customers and companies alike, need to trust the people with whom we do business. Customers expect honest, straightforward interactions where their voices are hard. Companies work to inspire brand loyalty and deliver satisfaction while trying to understand their customers better. It is evident that we all have a crucial stake — and responsibility — in transforming the adversarial tone that all too often dominates the customer experience.

Anyone can sign on to the Pact and we encourage you to do so!
http://www.ccpact.com/FrontPage

Zen and the Art of Business Process Management

In PartOne of this three part article we reviewed the factors driving transformational change and how the old ‘inside-out’ approach to business is about as useful as a steam engine in getting to the moon. In Part two we’ll look at how some of the world leading trend setter companies are embracing the new outside-in challenge and creating new powerful business models driven by advanced forms of BPM such as the Customer Expectation Management Method (CEMM). . {…} more