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“This active learning process has been a really valuable experience for me in many ways. With the excellent support of your methodology, coaching, and tools, I was able to step into a more visible leadership role, increase my value as an employee, and deliver significant results to the campus. You're a superb consultant! Thank you, Shelley.”

Jill Martin
Program Manager
UC Berkeley

 

The Customer Journey – Why and How? Part 2

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If we can be totally creative in building the Customer Journey map, what criteria, based on others experience, should we use to make our decision?

In Part 1 explained the Customer Journey process, how it is different from a process model with the customer and employees in swim lane roles, and showed the two predominate […]

The Customer Journey – Why and How? Part 1

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We know what the customer role is in a process, so how is the Customer Journey different? The Customer Journey is a relatively new term which describes the full customer experience within your organization- from when they first interact with you (often as just a interested body or possibly a prospect), to all their interactions […]

Case Management: For Whom, How’s it Important?

I’ve been reading about Case Management, attending conference talks and webinars for almost two years, but I want to give kudos to Neil Ward-Dutton from MWD Advisors and Nathaniel Palmer of BPM.com for their recent webinar on Managing Knowledge-driven Processes. Thanks for this clarifying and provocative discussion! (The visual inserted to the left is from […]

5 Early Warning Signals for a BPI Project - Part 1

Can you recognize the early warning signals that derail a business process improvement project? Many articles have been written about what makes process improvement projects fail and usually they list critical success factors. But the real question is how do you recognize the leading indicators in a process? And once you identify these signals what […]

Three Guiding Lights: Focusing BPM Process Improvement

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Dear i4Process,

How do I know where to focus?

Here’s my problem: every three years our contracts are renegotiated with our customers, which means changes to customer information, contract elements and terms, and pricing. We need to get the right information and then update the contract in two systems, one for the system of record […]