2 Biggest Challenges to Optimizing the Customer Onboarding Process

Holly Lyke-Ho-Gland's picture

APQC recently chatted with Darren Rehrer and David Kazel of Centric Consulting about the challenges and benefits of optimizing customer onboarding in a digital age.

Darren and David will be leading a breakout session at APQC’s 2016 Process Improvement Conference Oct. 3-7: Optimizing the Customer Onboarding Process in a Digital Age.

How Smart Organizations Overcome Process Improvement Roadblocks

Holly Lyke-Ho-Gland's picture

APQC recently talked to Shelley Sweet, president of i4 Process, about why overcoming roadblocks to implement process improvement initiatives proves to be so difficult.  She provides a unique 3-PEAT method of modeling processes and analyzing data that accelerates operational improvements, and builds leaders and employees who sustain operational excellence.

What’s Your Process Management Persona?

Jess Scheer's picture

Here’s a universal truth: When processes are left to develop organically, they tend to grow up in isolated silos. Invariably, some silos have more mature process-minded approaches than others, making it difficult to integrate and standardize horizontally.

Even when there’s a recognized need for greater cross-silo consistency, there’s almost always the same pushback: “We’re too unique to standardize,” “We’re too innovative to standardize,” or “This is the way we’ve always done it.”

Why Finance Has No Incentives for Process Improvements and How To Change It

Holly Lyke-Ho-Gland's picture

APQC recently chatted with Gabriel Zubizarreta on the challenges of process improvement in finance departments and why leveraging change is about culture.
Gabe will be leading the breakout session, Leveraging Change for Process Improvement, at APQC’s 2016 Process improvement Conference Oct. 3-7

Virtual Reality Needs to Go Social to Benefit KM

Carla O'Dell's picture

Driving a Rover on Mars? Touring Valen's Reef in the Bird’s Head Seascape international preserve? Reliving Hurricane Sandy as the waters rose? I had a chance to experience all three of these in virtual reality (VR) at the 2016 Aspen Ideas Festival. 

Putting Consistency into Your Processes: Process Definitions are Here!

John Tesmer's picture

After all these years it’s finally here!

You may have heard that APQC is adding definitions to the process framework. If you haven’t, go take a quick peek at the blog post where I announced their development. I put lots of information in there about why we did it and the history of definitions in the Process Classification Framework® (PCF).

5 Tips From Adam Grant on How to Speak Up Without Getting Shot Down

Carla O'Dell's picture

Adam Grant is a supremely practical management guru with a well-deserved reputation based on his popularity as the youngest full professor at Wharton Business School, two best-selling books and a much-read Sunday New York Times contributor. (He might be the next Peter Drucker.) My very first BTBI interview was with Adam about his first best seller, Give and Take.

Is Attending Aspen Ideas Festival on Your Bucket List?

Carla O'Dell's picture

If attending the Aspen Ideas Festival isn’t on your bucket list, you might consider adding it.

Every summer, one thousand movers and shakers, CEOs, authors, politicians, pundits, and artists gather to share the biggest ideas of the day and seek solutions to the world’s pressing problems. I had the pleasure of attending this year in late June and wasn’t disappointed.

Thinking ‘Small Engagement’ to Get ‘Big’ Results in Process Improvement

Holly Lyke-Ho-Gland's picture

APQC chatted with Dr. Angela Johnson, CI Manager at DTE Energy, and Carmen Bender about how creating a culture of change in process takes engaging leaders and focusing on small group success.

Angela and Carmen will be leading the breakout session Engaging Leaders and Employees Through the Journey of Change at APQC’s 2016 Process Conference Oct. 3-7.

Q. What was the challenge which made more employee engagement a priority for DTE Energy?

If You Aren't Knowledge Mapping, Say Hello to KM Failure

Ken Hayman's picture

Knowledge maps are powerful tools to inventory an organization’s critical knowledge and pinpoint areas that may be at risk. In many cases, thefigure of man on process map with ? above head simple act of creating a knowledge map reveals weak links and bottlenecks in the flow of knowledge.