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Sascha Cutura

Let's talk automation.

MBPM, BPM, Process, Workflow, Customer Experience, Customer Service, communication

Process communications, to Inform or interact effectively

I had an interesting and thought provoking discussion with my daughter last evening, which started with a potted history of telecommunications from the Telegraph forwards. It was spurred by seeing a fax machine in action during a TV show, and her incredulity when I pointed out that Colour Facsimile had never been widespread (available yes, but not the norm by any means). Her incredulity wasn’t directed at the lack of colour in the medium, but the realisation that what she was looking at wasn’t a printer, it wasn’t producing a picture from an email, it was point-to-point transmission of an image.

Business Process Management, Customer Experience, Customer Service

Business Process Management in Customer Service [INFOGRAPHIC]

Customer service is no longer a cost center. Today, it is the anchor between empowered customers and the business that needs to deliver on the precise needs of each client in a personalized and effective fashion.

These activities can be exemplified with a marathon where customer service agents need to overcome numerous hurdles to delight their buyers and solve their needs in a timely manner. Use of business process optimization helps companies accomplish this important mission.

Business Process Management, Change Management, optimisation, process optimisation

5 common pitfalls in Process Optimisation

Chances are, if you’re reading this then you are already a convert to the advantages of process optimisation. You know how it helps you to meet business goals and aids in fine tuning elements of what you do resulting in more revenue, productivity and easier compliance. However, executed badly, it can be a little like grabbing a tiger by the tail. This article looks at five ways in which process optimisation can really fall apart (and ways you can avoid them).

Business Process Management, optimisation, process optimisation, ROI

ROI - Crucial to your BPM pitch

Business process management (BPM) is an invaluable and rewarding aspect to optimising your business, but it's not always easy to convince the company stakeholders of the merits inherent. One of the biggest mistakes is to rely on the obvious performance benefits automated BPM can bring without illustrating the financial ones, and this is more often than not because of the difficulty associated with calculating return on investment (ROI). If a business cannot calculate ROI before it starts any BPM work, it will most probably not commit fully - simply because no proper case has been made for benefit, in terms that most C-level's use to run their companies.

Business Process Management, BPM, Process

5 reasons for BPM project failure

Business Process Management (BPM) has come a long way since it was first vaunted as the savior of modern business – the idea of managing the processes inside a business has spawned a plethora of companies offering software and apps that can help you with BPM, some more successful than others.

As a consequence of this new technology, organisations have spent plenty of time and money in the pursuit of efficiency and increased profits. Success however, as many have discovered to their disappointment, is not guaranteed simply by loading up some software and telling employees to use it. A lack of knowledge and understanding of the processes around implementing effective BPM strategy and projects is the single biggest factor for failed BPM implementation and when BPM projects fail there is always a cost involved as sections of budget allocated to technology and consultants melt away. So what are five key reasons for BPM projects crashing and burning?

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