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

BPM in Service Businesses

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