Category Archives: Customer Centricity

Mini-firestorm at BPM.COM


The question of the week at BPM.com was http://bpm.com/bpm-today/in-the-forum/what-is-the-best-way-to-build-an-executable-process-model What Is the Best Way to Build an Executable Process Model? From a comment E. Scott Menter made on this discussion where he wrote: “Flowcharts (including IMHO BPMN) are simply not … Continue reading

Posted in Business Process Management, Process Mapping, Adaptive Case Management, Customer Centricity, Process Management, Case Management, Business Process Improvement, R.A.L.B., Competitive Advantage, Customer Experience Management | Tagged | Leave a comment

CEM and BPM, In The Sandbox


The no one disputes the potential of CEM (Customer Experience Management) for attracting and retaining customers and for administrative cost reduction in the area of goods and services delivery. Since BPM has a similar focus (i.e.  delighting customers) the question … Continue reading

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Get Your Story Right


If you want to become a management consultant, it’s unreasonable to expect to ease into this the day after you graduate from university. It takes time to build up expertise to walk in off the street and facilitate strategy development … Continue reading

Posted in Adaptive Case Management, Business Process Improvement, Business Process Management, Competitive Advantage, Compliance Control, Customer Centricity, Data Interoperability, Enterprise Content Management, MANAGEMENT, Operational Planning, Operations Management, Organizational Development, Planning, Productivity Improvement, Strategic Planning | Tagged | Leave a comment

Case – why you need It (Part II of III)


Here is part II on Case, ACM, BPM, RALB, ECM, CRM, and FOMM. Watch the video at

Posted in Adaptive Case Management, Automated Resource Allocation, Business Process Improvement, Business Process Management, Case Management, Customer Centricity, Data Interoperability, Enterprise Content Management, R.A.L.B. | Tagged , , | Leave a comment

Case – why you need it (Part I of III)


Here is an 11 minute video on Case, ACM, BPM, RALB, ECM, CRM, and FOMM. No ads, no waiting to the last few frames to find out what the video is all about. No clue what RALB or FOMM stand … Continue reading

Posted in Adaptive Case Management, Business Process Management, Case Management, Customer Centricity, Data Interoperability, Enterprise Content Management, Interoperability, R.A.L.B. | Tagged , , , | Leave a comment

A Lean Horse For The Race


When you spend months justifying an initiative, it’s important to get a good start coming out of the gate. Projects are typically multi-dimensional. Each alternative can have different benefits, risks and uncertainties. When preparing an ROI, you owe it to … Continue reading

Posted in Automated Resource Allocation, Business Process Improvement, Case Management, Compliance Control, Customer Centricity, Data Interoperability, Database Technology, Decision Making, Enterprise Content Management, Financial Planning, FIXING HEALTHCARE, MANAGEMENT, Manufacturing Operations, Operational Planning, Operations Management, Organizational Development, Planning, Process auditing, Process Management, Process Mapping, Productivity Improvement, Project Planning, Software Acquisition, Strategic Planning | Leave a comment

In the game of BPM, if you’re not outside-in, you’re out


Unlike baseball, where the rules say “three strikes and you’re out”, if you are practicing BPM, you could be called out before the game starts if you’re not simultaneously practicing outside-in. The thing is the playing field for BPM has … Continue reading

Posted in Adaptive Case Management, Automated Resource Allocation, Case Management, Customer Centricity, Data Interoperability, Enterprise Content Management, Process Management, R.A.L.B., Scheduling | Tagged | Leave a comment

Alas, poor CRM, I knew you well !


CRM may have been down, but apparently not out. According to William Band , Vice President and Principal Analyst at Forrester Research, it is still live and kicking, but if you go to the video, the reason it is back … Continue reading

Posted in Adaptive Case Management, Business Process Management, Case Management, Customer Centricity | Leave a comment

eCases, the final frontier for workflow management?


Ask any healthcare worker, ask any law enforcement officer, and they will tell you what a “Case” is.  Case was, and for many, still is, a “file folder”. Everything has to be in one place in order to make informed … Continue reading

Posted in Adaptive Case Management, Automated Resource Allocation, Business Process Management, Case Management, Compliance Control, Customer Centricity, Data Interoperability, Decision Making, Enterprise Content Management, Operational Planning, Operations Management, Organizational Development, Process Management, Productivity Improvement, Project Planning, R.A.L.B., Scheduling, Strategic Planning | Tagged , , , , , , , , , , , , , , | 2 Comments

Job Shop Operations – How to meet customer deadlines


Everyone agrees, it’s a zoo. No amount of “readiness” can avoid the peaks and valleys that are the result of customers popping in with “urgent” requests, customers who submit change orders covering work already completed, and a seemingly endless range … Continue reading

Posted in Adaptive Case Management, Automated Resource Allocation, Business Process Management, Customer Centricity, Job Shop Operations, Manufacturing Operations, Operational Planning, Productivity Improvement, R.A.L.B., Scheduling | Tagged , , , , , , , , , | Leave a comment