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Usage of them is covered by Creative Commons “Attribution Non-Commercial No Derivatives” License. Here you will find list of Green Business Process Management Towards The Sustainable Enterprise free ebooks online for read and download. September 23, 2009 by Editor You can download a Visio process flow diagram, with Horizontal Swim Lanes below. Enter your email address to subscribe to this blog and receive notifications of new posts by email. Use our Social Media Policy templates to control your employees’ use of Facebook, Twitter, LinkedIn, Flickr, Blogs and more. Welcome to 1to1 Media — a multimedia resourcefor CRM and Customer Experience Professionals. To deliver great customer experiences, firms must first design them and then orchestrate the complex system of interdependent people, processes, and technology that Forrester calls the customer experience ecosystem to deliver them. The good news is that I'm starting to see business process leaders joining forces with their customer experience colleagues to leverage their counterpart's strengths and ameliorate some of the weaknesses. CX Pros: Consider the strengths business process improvement teams can bring to your effort. While business process improvements can lead to better experiences by eliminating defects (Six Sigma) or improving efficiency (Lean), these fixes don't guarantee success.
Customer experience teams, business process pros, and architecture specialists need to work together in a coordinated way that benefits customers and, ultimately, the organization.
About the Author: Paul Hagen is a principal analyst at Forrester Research serving Customer Experience professionals.
We can notify you via email of any additional comments to this post by entering your email below. I look to 1to1 Media and its partners as a trusted source of information on integrated marketing trends. 1to1 Media is a proponent of Extreme Trusta€”proactively acting in customersa€™ best interests. Use these free clip art images for your collections, school projects, website art and more. The Business Process Diagrams are created with ConceptDraw PRO diagramming and vector drawing software enhanced with Business Process solution from ConceptDraw Solution Park.
View and read Green Business Process Management Towards The Sustainable Enterprise pdf ebook free online before you decide to download by clicking Read and Download button. Customer experience (CX) pros often know a lot about the design part and uncovering customer needs, but often struggle with changing the operational underpinnings required to deliver on the vision.


Ultimately, Forrester believes these two groups need to unite in order to transform, optimize, and continuously improve the outcomes delivered to customers.
Business process improvement methodologies like Lean and Six Sigma have been applied successfully for decades.
Firms that have rolled out business process improvement efforts often have a cadre of trained people embedded across the organization.
Methodologies in the process improvement toolkit complement those used by customer experience designers.
Process improvement teams often overlook the importance of emotion when redesigning a customer interaction.
Improving the efficiency of a particular process within a business silo might be a wasted effort if that process is part of a larger customer journey that extends across silos -- or even across companies.
A dogmatic focus on standardizing business processes -- which arguably makes sense for manufacturing products -- misses the inherent variability present in today's services-based world.
This means learning to understand each group's respective change methodologies and then aligning them to work together.
Firms need to reframe continuous improvement efforts around the outcomes that matter most to customers.
Firms need to revisit their business architecture -- the coordinating framework for organizational analysis and change -- to redefine how the organization will deliver value to customers in the future. To sustain the momentum for transformation, firms need to embed their efforts in the organization's culture.
Any use of materials, except for social media sharing (Tweets, Facebook posts, etc.), without the prior written consent of 1to1 Media is strictly prohibited. If you can't find the clipart your looking for then please do not hesitate to get in touch and we will gladly help. ConceptDraw PRO provides export of vector graphic multipage documents into multiple file formats: vector graphics (SVG, EMF, EPS), bitmap graphics (PNG, JPEG, GIF, BMP, TIFF), web documents (HTML, PDF), PowerPoint presentations (PPT), Adobe Flash (SWF). Enjoy reading free Green Business Process Management Towards The Sustainable Enterprise pdf ebooks online now. Conversely, business process management (BPM) pros have the chops to re-engineer business processes, but when focusing on the objectives of internal stakeholders in departmental silos or when reporting up into back-office people like COOs and CFOs, they have little interaction with, much less understanding of, customer needs outside of voice of the customer spreadsheets. These data-driven methodologies provide a disciplined approach that plays equally well with both product and services firms. Tapping into this resource helps customer experience pros extend the reach of their efforts beyond the small teams they typically oversee.
What's more, typical process improvement approaches like Six Sigma's DMAIC (define, measure, analyze, implement, and control) or Lean's PDCA (plan, do, check, and act) align naturally with common design approaches (see Figure).


Houston airport spent millions on reducing the total wait time for retrieving bags, a source of many customer complaints.
Business leaders at FedEx set out to reduce the number of missed deliveries: instances where customers aren't home to receive a package. That's why American Express turned away from call center scripts and moved toward hiring and empowering employees who can ask probing questions to understand customers' unique situations and anticipate future needs.
Customer experience methods like qualitative research, personas, customer journey maps, ecosystem maps, and perception metrics help refocus processes, behaviors, and systems to support the desired experience. At the heart of this change is a move from traditional, functionally oriented management and governance models to one centered on key customer journeys or scenarios. This comes from engaging trusted employees to purposefully design new customer experiences. When Vanguard set out to simplify a complex error-prone process that was causing its clients unwelcome angst, it called in process experts from its Center for Excellence. From the perspective of business process improvement teams, this is a natural partnership: As their efforts mature, they typically embrace customer experience as a core focus.
Even though it succeeded in cutting the average wait time in half -- down to eight minutes -- it didn't reduce the number of complaints.
A route cause analysis revealed that the problem often started with poor quality information captured when the consumer ordered a product from a retailer or a manufacturer.
The result was a faster process with fewer errors and a flood of unsolicited "thank you" notes from clients who raved about the improvement to their experience. Customers still spent 88 percent of their time after leaving the plane standing around at the carousel not knowing when to expect their bags.
Intuit has 200 "Innovation Catalysts," specially trained design-thinking "Jedis" deployed across the company to help the organization better deliver delight.
The operational fix overlooked emotional aspects such as anxiety, uncertainty, and distractions that feed customer perceptions. Change-management guru John Kotter recommends recruiting upward of 10 percent of employees to work on change efforts in order to create lasting transformations.



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