Role of Customer and Analytics in Creating the Perfect Order

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APQC recently held a webinar to discuss how companies reimage their order management processes to increase revenue, brand visibility, and customer satisfaction. Genpact’s Dipanjan Das and Rana Saha collectively responded to the follow-up questions from the webinar:

How do we improve the customer experience through the order management process?

A Better Way to Implement Business Software Solutions: Aligning Process, Information, and Technology

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I was recently able to speak with Tim Allen, vice president at Project Consulting Group (PCG) about the common pitfalls of implementing ERP, CRM, and BI systems.  Often these implementations are driven by rapid execution strategies designed to save time and money, with little or no consideration for the correct alignment of the technology with the company’s mission critical process. In many cases, the company is not able to garner true ROI from the software investment and employees actually end up using only a small portion of the software functionality.

Using Analytics to Drive Process Improvement and Customer Loyalty

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I was recently able to speak with Dipanjan Das, Vice President of  Order to Cash Practice and Rana Saha, Transformation Leader at Genpact  about how organizations can use predictive analytics to re-design their order management process to match customer needs; resulting in increased revenue, brand visibility, and customer satisfaction.  

Dipanjan and Rana will be speaking on our free webinar on July 30 at 11:00 a.m. CDT:  Using Analytics to Re-envision Order-Management Processes for Improved Customer Loyalty

What are the Top Challenges for Organizational Performance Management?

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As we started to prepare for 2015, APQC surveyed over 300 business excellence practitioners to understand their common challenges and priorities for upcoming year, including organizational performance management. What we found was that most organizations continue to struggle with establishing a performance culture and ensuring they are using the “right” set of measures. This infographic explores the top challenges in performance management and provides some simple tips for addressing them.

 

The Advantages of Value-Based Process Segmentation

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I recently able to speak with Mathias Kirchner, Managing Director and Co-CEO at BPM-D  Inc., about how organizations can differentiate between which processes provide a competitive advantage and have a high impact on strategic value drivers and commodity processed which are more routine in nature.  

 Mathias will be speaking on our free webinar on June 17 at 11:00 a.m. CDT:  Targeting Value in a Digital World.

Making Sure Process Management Supports Project Execution

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Maria Sol Silva, Management Director at Oi S A, explains how Oi S A used small centralized teams to help project execution and what are the key to developing a culture in which employees believe in and use Six Sigma and BPM.

For more information on process management and process improvement check out:

Why Does Data Visualization Matter?

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I was recently able to speak with David Doney, vice-president of internal audit at SIRVA, Inc. about how analyzing data and presenting it visually are important competencies as the economy digitizes.

David will be speaking on our free webinar on May 28 at 11:00 a.m. CDT: Best Practices in Data Visualization

APQC: What do organizations need to make better, data-driven decisions?

Can Functional and Process Thinking Live Together in Harmony?

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I never really thought of myself as a process person. In college I was a student focused on a specific discipline’s methodologies and theories. Then I was a researcher applying those methodologies to understand best practices for functional disciplines.  It wasn’t until that job, conducting best practice research for functions, that it started to dawn on me  –  I’m a process person at my core.

What are the Top Challenges for Project Management in 2015?

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As we started to prepare for 2015, APQC surveyed over 300 business excellence practitioners to understand their common challenges and priorities for upcoming year, including project management. What we found was that project managers continue to struggle with several project portfolio challenges, from ensuring the right mix of projects to meet organizational goals to evolving their measures to capture projects’ value to the organization.  This infographic explores the top challenges in project management and provides some simple tips for addressing them.

How Royal Philips Improved its IT Processes Using the PCF

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In this interview APQC talks to Peter Keukelaar, Quality Management Expert, from Royal Philips about the drivers behind its use of the PCF in its business transformation and process improvement efforts in IT.  Peter also discusses Royal Philips’ top-down, bottom-up implementation to drive buy-in for process improvement across the organization and the biggest challenge it faced during implementation.