Many of you may have heard me say, "you have to know where you have been, to know where you are going." Not only does this give you the foundation to know what you need to plan for, but frankly, it's also always good policy to acknowledge the past before moving on. So that's what I wanted to…

Robotic process automation (RPA) has quickly become inevitable. In March of 2018, APQC interviewed Tilak Banerjee, a director at Dell-EMC, on RPA: “When we started in 2015, RPA was more or less a new concept in the shared services industry,” said Banerjee. “Right now, a lot of companies I talk to…

In October, process and performance management professionals from around the globe came together in Houston for APQC’s Annual Process and Performance Management Conference. This year’s event—titled Evolving for the Digital Age—was a recognition of the shifts in leaderships’ expectations and…

I recently spoke with Evelyn Brisibe, senior performance excellence advisor at AltaLink to discuss change management and its ability to help organizations introduce, implement, and sustain a process management framework and mindset. How do you define a process management mindset? A process…

I, along with my colleague Lauren Trees, recently interviewed 21 organizations applying artificial intelligence (AI) and robotic process automation (RPA) internally and found that the organizations that had made the most progress, had the most experimentation, and were having the most successful AI…

There is an AI/automation arms race underway between the big players—IBM, Amazon, Alphabet, Microsoft, and Facebook – and knowledge management is the beneficiary.  Turns out, KM tasks such as content management, tagging, search, and expertise location are good targets for AI and might really…

Chances are, you’re already familiar with the basic concept of Agile project management: a small team works in time-boxed sprints, frequently demoing features and integrating customer feedback, to iteratively deliver a customer-centric end result. Since its origins in software development…

Organizations are funneling vast amounts of time and money into digitalization. And while there’s a lot of advice about which tech to buy and business areas to invest in, the people side of digitalization is also important. Without a people-focused strategy, digitalization can amplify…

APQC asked process management experts about the keys to driving decisions with data, common mistakes while using benchmarks and analytics, and why selecting the right measures is so critical. These experts will be speaking at APQC’s Process & Performance Management Conference October 1-5.…

 APQC recently conducted research within our members to better understand their burning platforms and the plans they’re executing to address them. Turns out APQC members have never been more focused on the enterprise view, driven by the focus on improving “the End to End Customer Experience.”…