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

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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.

Where is Process and Performance Management Heading in 2018?

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As we rush full steam ahead into a year of new promises, fresh starts, and of course challenges. I’d like to take the opportunity to first reflect on 2017 and how it’s set the stage for great things in 2018.

Why Process Automation Won’t Cure Inefficiency

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“The first rule of any technology used in business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency” –Bill Gates

Better Process Management Through Improved Customer Service and Experience

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I talked to Roy Barnes, author of ‘Customer Experience for Dummies’ about the difference between customer service and customer experience and how better process improvement matters for both. 

Locate Where Process Improvement Can Help You Most

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I talked to Georg Lange of Syngenta AG how they digitized their HR-function to reduce costs and increase promoter score.

Georg will be presenting ‘The Digitalization of the HR-Function of Sygenta’ at APQC’s Process & Performance Management Conference.

Why did you start your digitization journey in HR?

How to Fix Employee Fatigue Ruining Process Improvement Initiatives

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I talked to Stacey Vokrot-Mello of Cargill Inc. about the challenges and benefits of driving sustainable process improvements through organizational alignment. Stacey will be presenting ‘Driving Sustainable Process Improvement Through Organizational Alignment’ at APQC’s Process & Performance Management Conference.

Stacey Vokrot-Mello currently serves as a Business Process Optimization Leader at Cargill within the Food Ingredient and Bio-Industrials platform. 

How Dell EMC Improved Process Management With Better Strategic Objectives and Benchmarks

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Lori Selsberg of Dell EMC talks about putting the performance in process management.  She explains how Dell EMC decided that focusing onend-to-end processes was the best method for supporting its “One EMC” initiative, and why benchmarking and making sure a company’s strategic objectives part of process management improvements matter so much.

Learn more about  APQC’s 2017 Process & Performance Management Conference

How AT&T Made Process Improvement Fun for Employees (Yes it’s Possible)

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I talked to Mary O’Halloran of Knowledge Management Associates and Misti Molitoriss of AT&T about how they were able to defy stereotypes and make process improvement fun.

Mary and Misti will be presenting ‘Fun at Work-How?! Create HR and Business Engagement to Manage More Change’ at APQC’s Process & Performance Management Conference.

What was the deciding factor that made partnering with HR the right choice?

Life Hacks For Better Process

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We all have that one relative or friend that is constantly sharing articles or videos on all the ways you can use common household items in ways you’ve never imagined. The deluge of “15 ways to use vinegar” or “plastic bottle hacks” got me to thinking about one of the best parts of my job. Yes that sounds like a stretch but there really is a connection.

Starting the Journey Towards Being a Process Thinking Organization

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I recently talked to David Sebel at Philips Lighting about what goes into starting an organization down the path of setting up a business process management (BPM) vision and strategy, governance, and organization.