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BPM in Service Businesses

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BPMlink Melbourne - 16th December 2010 Main Presentation by Nigel Adams

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Process Management in Service Businesses Nigel Adams 16 th December 2010
Process Management in Service Businesses Nigel Adams 15 th December 2010
Service Outcomes v Service Experience Image Source: Google imagesutomerchant.com.au
Who is the customer? Image Source: Google imagesivius.org
Managing Variability – Input Variability Image Source: Google imageslackburn.gov.uk
Managing Variability – Demand Image Source: Google imagesommunity.pharmamanufacturing.com
Managing Variability – Standard Times Image Source: Google imageshoponline2011.com
Operational capability Image Source: Google imagesewt.com
Process Control Image Source: Google imagesoodworkforums.com
Value Image Source: Google imagesutplacing.com
Language Image Source: Google imagesmeraldinsight.com Control Charts Taguchi Loss Function Ishikawa Diagram Tree Diagram Value Stream Maps Factorial Design Matrices Relationship Diagrams Quality House Hypothesis Testing Tools Employee Development Supplier Partnerships Lean Policy Deployment Self-Assessment Design of Experiments Six Sigma Benchmarking Quality Function Point Deployment Methodologies Business Excellence Employee Engagement C-Level Support Fact Based Decision Making Continuous Improvement Customer Centricity Values Enterprise Behaviours
Implications for Process Professionals ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Image Source: Google imagestomus.co.uk
...for more presentations on Business Process Management and Improvement go to www.bpmlink.com /resources

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BPM in Service Businesses

  • 1. Process Management in Service Businesses Nigel Adams 16 th December 2010
  • 2. Process Management in Service Businesses Nigel Adams 15 th December 2010
  • 3. Service Outcomes v Service Experience Image Source: Google imagesutomerchant.com.au
  • 4. Who is the customer? Image Source: Google imagesivius.org
  • 5. Managing Variability – Input Variability Image Source: Google imageslackburn.gov.uk
  • 6. Managing Variability – Demand Image Source: Google imagesommunity.pharmamanufacturing.com
  • 7. Managing Variability – Standard Times Image Source: Google imageshoponline2011.com
  • 8. Operational capability Image Source: Google imagesewt.com
  • 9. Process Control Image Source: Google imagesoodworkforums.com
  • 10. Value Image Source: Google imagesutplacing.com
  • 11. Language Image Source: Google imagesmeraldinsight.com Control Charts Taguchi Loss Function Ishikawa Diagram Tree Diagram Value Stream Maps Factorial Design Matrices Relationship Diagrams Quality House Hypothesis Testing Tools Employee Development Supplier Partnerships Lean Policy Deployment Self-Assessment Design of Experiments Six Sigma Benchmarking Quality Function Point Deployment Methodologies Business Excellence Employee Engagement C-Level Support Fact Based Decision Making Continuous Improvement Customer Centricity Values Enterprise Behaviours
  • 12.
  • 13. ...for more presentations on Business Process Management and Improvement go to www.bpmlink.com /resources