The Role of Process in Emergency Management and Disaster Response

Hurricane Harvey tests lessons learned from Sandy & Katrina With cities deluged and under water in Texas, as Hurricane Harvey peters out on land, local and federal emergency response teams are being tested to their limits. With finite resources, and racing against time to save lives, citizens and emergency professionals must grapple with the basics of survival, and in this ‘process’ has a very important role. I recall as a young soldier in the Eighties, being sent on an emergency relief operation after a hurricane hit the Caribbean. I was personally shocked to find many, if not most, of the... Read More »

Managing Increasing Complexity in the Digital Age with Lean BPM’s Emergent Approach

Digital transformation is promoted as the way forward for more effective management, increasing efficiencies, better customer experience (CX), and improving the bottom line. Big Data, process automation, organizational visibility, enhanced employee collaboration, Artificial Intelligence (AI), and integration of people and technology, and a lot more, are all contributing to the Digital Revolution we are living in. On the demand side we have hyper-scaling, while on the supply side we have hyper-customization, both of which are creating opportunities at a rate we have not experienced before. What all of this boils down to for real-life people is complexity, a staggering amount... Read More »

Streamlining Government Through Shared Services

Process Management Offers a Win-Win Solution Through Joint Management and Pooling of Government Resources One of the Trump administration directives is that for each new law or regulation, two existing ones must be retired – this is one of the central tenets of Steve Bannon’s philosophy of the deconstruction of government. Coupled with this is a cut in budgets, not least after the announcement of an increase of $54 billion in military spending being covered by a decrease of $54 billion in non-military spending. We’ve already covered how government departments are going to have to do more with less, but... Read More »

Improving CX When Your Customers Have an Attention Span Shorter Than a Goldfish

The Importance of Empathy for Customer Experience and Digital Transformation Microsoft conducted a survey which shows that consumers had an attention span of 12 seconds in 2000, but today it is now eight seconds thanks to smartphone technology. A goldfish has an attention span of nine seconds, which means that assuming you can find him, you have more time to get business done with Nemo than you do your customer! Improving Customer Experience (CX) is at the heart of digital transformation, and in turn, technology, automation, data, and processes constitute the core of digital transformation. A major part of the... Read More »

The Main Areas of Consideration for Undertaking a BPM Initiative

Karl Hindle Outlines the Challenges and Pitfalls of Implementing Business Process Management Undertaking a Business Process Management initiative can, and usually is, a long road with a great deal of hard work, lots of moving parts, and frequently unseen, uncharted territory to traverse. While this is certainly the case with traditional BPM deployments, it does not have to be so painful or slow. The perception of slow deployment and adoption, combined with cost, and a less than spotless record of success may account for why so many organizations have yet to adopt a BPM solution, even amongst the enterprise-class. We’re... Read More »