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“We hired Shelley to help us define roles and responsibilities, build the rules of engagement, and advance the company service model. As a result of the work Shelley did with a company improvement team, we implemented a one touch Client Service Excellence program and reduced the backlog of cases from 418 to zero in three months.”

Dale Brown
Senior Vice President, Sales and Marketing
MedImpact

 

Setting up a BPM Measurement System - Part 3 of 3

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If you’re working on a single business process improvement project or many processes across the enterprise, you need a measurement system. But how do you build one that is comprehensive, efficient and effective? Parts 1 and 2 covered Levels 1, 2 and 3 measurement elements based on the process maturity graphic below. This part covers […]

Setting up a BPM Measurement System - Part 2 of 3

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If you’re working on a single business process improvement project or many processes across the enterprise, you need a measurement system. But how do you build one that is comprehensive, efficient and effective? Part 1 covered Level 1 and 2 measurement elements based on the process maturity graphic below. This part covers Level 3.

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Setting up a BPM Measurement System - Part 1 of 3

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Do you know how each process is performing right now in your organization? And if you’ve improved a particular process do you know if you achieved the level of improvement you wanted? It’s necessary to quantify data to be able to answer these two questions and provide objective ways to measure process and level of […]