tag:blogger.com,1999:blog-14179997486572099062024-09-10T21:12:41.479-06:00Let's unplug all the technology and return to a discourse where BPM drives the organization's strategies, structure, people and processes to do one thing - give the customer an experience he or she cannot get elsewhere and keep him or her coming back for more!!!novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.comBlogger11125tag:blogger.com,1999:blog-1417999748657209906.post-10516308749754500622009-04-23T17:34:00.000-06:002009-04-23T17:35:02.130-06:00

I've moved my blog - join me over at http://bpmunplugged.wordpress.com

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0tag:blogger.com,1999:blog-1417999748657209906.post-46195921284463947172009-03-23T14:29:00.001-06:002009-03-23T14:31:21.648-06:00

What does cap and trade have to do with process management? Recently, I was reading an interesting article about cap and trade for carbon in the eco-debates. And, whether you are for or against it, there, I started to think about how useful it could be in our workplace and with our customers.The “cap” part is really like a constraint. It can be imposed on us by customers (we want x in y days)

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0tag:blogger.com,1999:blog-1417999748657209906.post-17612382698891453082009-01-02T16:18:00.002-07:002009-01-02T16:24:45.728-07:00

It's 2009... time for resolutions. For business, it may mean running leaner and meaner. But, what does that mean for customers. Clearly, 2008 was a difficult year for many businesses because it was a difficult year for customers. Now, with layoffs and streamlining ahead, will businesses remember that the customer is the key to success for them?I hope so. But, it means that businesses' work,

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0tag:blogger.com,1999:blog-1417999748657209906.post-67045680450453005832007-07-25T11:22:00.001-06:002007-07-25T11:34:57.827-06:00

Recently, I've been involved in discussions about requirements. Business requirements - what do they represent? Now, you might wonder what this has to do with BPM unplugged. Every client has some intention in automating processes. But, when we get to requirements, no one really seems to know what they are or what they should represent.Let's go back to process... When we understand what

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0tag:blogger.com,1999:blog-1417999748657209906.post-58612206669024921762007-05-30T22:44:00.001-06:002007-05-30T22:50:44.539-06:00

An update. I wrote a letter to AirTran. Low and behold, I got a wonderful and positive response.We talk about Moments of Truth in BPM... that every contact with a customer must give that customer a positive and tangible benefit. And, I honestly must say, I got that... But, let's not stop there... we need to make sure that in our normal course of business, that we aim to assure that customers

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0tag:blogger.com,1999:blog-1417999748657209906.post-10940293795281305652007-05-30T20:37:00.000-06:002007-05-30T20:48:27.358-06:00

The advent of business to consumer transaction and process handling has been a boon to business, when it works properly. But, we are inundated with examples where technology was deployed but well-intending individuals but with nary a positive impact on the customer. Technology is only a benefit if the end-to-end process it supports is aligned to provide a true value to the customer. Online

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0tag:blogger.com,1999:blog-1417999748657209906.post-8926074313217004142007-05-25T09:37:00.000-06:002007-05-25T10:13:37.015-06:00

I am not an automobile-o-phile. My car is transportation, pure and simple. So, when I had two issues, recently, with my car, the first thing that always runs through my mind is "how am I going to get #&*$# over by these auto parts companies?" To my amazement, my two recent experiences are examples of customer expectation management that makes one endeared to the two companies with whom I

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0tag:blogger.com,1999:blog-1417999748657209906.post-91961381021484801352007-05-18T12:55:00.000-06:002007-05-18T12:56:33.788-06:00

Every spring, I clean out all the closets, cabinets and shelves. I make a valiant effort toward minimalism until… until I reach the garage and panic!!!To be sure that some of my service organizations are grateful for my donations. But, this year I started to think about how I sort all my “artifacts” for disposal. My basic “rule” is that if I haven’t used something in over a year it’s out like ‘

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0tag:blogger.com,1999:blog-1417999748657209906.post-27238024460344885912007-05-05T01:54:00.000-06:002007-05-05T02:36:54.550-06:00

Every sales cycle I endure the ploethera of calls asking for help in BPM but requiring subject matter expertise in a potential client's business. This is a dangerous requirement for BPM unplugged consultants. After all, our subject matter expertise needs to be in BPM.When I think about successful customer outcomes for my own practice I think about what my real value is to my clients. It's

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com2tag:blogger.com,1999:blog-1417999748657209906.post-44671608170342229352007-04-12T11:23:00.000-06:002007-04-13T00:14:45.360-06:00

I just returned from Chicago and BPM Brainstorm Conference. Here is a summary of my findings for you BPM Unplugged fans. But, for an extremely detailed and insightful commentary you absolutely must read Sandy Kemsley's blog comments about the conference.I am going to focus on two key presentations, which I found most useful as they pertain to BPM Unplugged.PAT DOWDLE AND PROCESS BASED

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0tag:blogger.com,1999:blog-1417999748657209906.post-69826740179601068352007-03-24T01:28:00.000-06:002007-03-24T01:48:40.631-06:00

I hope this blog will be a forum for discussing thoughts, ideas, trends and revelations in business process management – not from a technology perspective but from a “how do we structure our organizations around the customer?” perspective.As customers become more informed, they have become elusive, demanding and unfaithful. Yet, as organizations scramble harder to get and keep these customers,

novickbpmhttp://www.blogger.com/profile/09850102778819998018noreply@blogger.com0