Hidden Ways Organizations Can Benefit from Customer Journey Mapping

Mercy Harper's picture

Customer journey maps aren’t just for sales and marketing anymore. These visual depictions of the end-to-end customer experience allow you to understand your customers’ behaviors, feelings, goals, and pain points. These days, that’s information everyone in the organization needs to know to stay competitive. Creative folks from different functions are using customer journey maps and applying their insights to innovate and improve. Two of the most exciting—and surprising—opportunities are in process and compliance.

10 Best Practices to Improve Your Process Automation Program

Holly Lyke-Ho-Gland's picture

Robotic process automation (RPA) is undoubtedly a topic of high interest to most organizations. Its potential, combined with the growing accessibility and maturity of RPA technologies, is positioning RPA as a key tool in the organizational toolbox. Furthermore, process automation is at the heart of most organizations’ digital transformation—to achieve improved efficiency and reduce costs. But beyond these more tangible drivers lurks another motivating factor: the hype around process automation.

How Design Thinking Can Help Finance Professionals Achieve their 2018 Goals

Michael Sims's picture

At the beginning of the year we surveyed a group of 260 finance professionals from across industries and regions to find out what their priorities were for 2018. The results were at once simple and complex.  The top two finance function priorities for 2018 were:

Build a Super Highway to Process Improvement

Carla Wolfe's picture

An enterprise process framework provides system-wide insight and transparency into challenging and complex situations very quickly. It is home to transparent working processes with linked inputs and outputs providing an incredibly rich platform for holistic improvement.

Enterprise Process Framework Overview

The Basics

Tesla Trouble Teaches Not to Bite Off More Automation than You Can Chew

Michael Sims's picture

What comes to mind when you hear the name “Elon Musk”? APQC—right? Just kidding. Even though Mr. Musk has no affiliation with APQC, you could be forgiven for thinking that he does, since both he and APQC are such vociferous proponents of robotic process automation (RPA).

Design Thinking: Doorway to Improved Process Problem Solving?

Holly Lyke-Ho-Gland's picture

 “I suppose it is tempting, if the only tool you have is a hammer, to treat everything as if it were a nail.”
Abraham H. Maslow, Toward a Psychology of Being

Digitalization and Other Reasons 2018 Isn’t Just Another Year in Process Management

Michael Sims's picture

We’re roughly a quarter of the way through 2018 and from what I can tell so far, this year isn’t too different from last year. Everyone is still ad

dicted to their smart phones, the weather is still crazy, and the Houston Rockets are still the best team in professional basketball. Yep…hardly anything’s changed. But don’t tell that to someone who works in process management!

Preparing for a Process Management Paradigm Shift

Holly Lyke-Ho-Gland's picture

There are moments in your life that are seared into your memory. This usually happens because they either fundamentally change how you think about or tie together fragmented ideas you hold about the world around you. The underlying rules and patterns of existence. For me one of those moments was the introduction of the paradigm shift concept. The first time I ever heard the phrase paradigm shift was, ironically, in a literature class. Here we were introduced to Kuhn’s Structure of Scientific Revolutions, the Kuhn Cycle, and the concept of paradigm shifts.

Using End-to-End Processes to Improve Customer Service is a ‘No Brainer’

Holly Lyke-Ho-Gland's picture

February 27 was “No Brainer Day.” Time to take a deep breath, stop second-guessing your decisions, and quit overanalyzing things. Sometimes, the obvious answer really is the best answer.

Educators, Tear Down Those Walls

Mardi Krenek's picture

Balancing budgets and educating kids – it’s all part of the frantic pace of a typical school year. There’s always room for improvement in school district operations, but finding the time, money and people to create positive change often requires a force of will. As the old saying goes, if you want to keep achieving the same results, keep doing the same things.