Process exceptions are productivity dampers. Some exceptions are caused by human errors such as incorrect data entry. Others are triggered by unanticipated situations such as a customer request that doesn’t fall into any predefined categories. With evolving customer needs, exceptions will arise more often. They pose as challenges to established… [More]
Self-service has become a key option many businesses offer to their customers. It is appealing to the customers who are eager to take on the onus to get things done at their convenience. It is appealing to the business for many reasons. The business shifts the work to the customer,… [More]
Businesses use physical forms and electronic templates for completing all sorts of work. Examples of common customer-facing forms and templates include the account application form, customer satisfaction survey, invoice, and auto-response email to inquiries. In the back office, there are the business case template, data entry screen, and performance dashboard…. [More]
Job scopes are changing rapidly with the adoption of technology. There have been abundant discussions around what the ‘future of work’ looks like. The skills needed would be very different. For businesses, the need to have great talent who can keep the business running remains. A skill that every job… [More]
As businesses adopt technology to transform their business models, process transformation must follow to support the new operating model. The effort to transform processes has been underestimated. There are five prerequisites for successful process transformation. Clear identification of backend support requirements With a focus on delivering improvements to the end… [More]
The cashier at a community centre closes her till at the end of each day with a printout of the total amount of money collected from patrons. She includes the summary with the money to be deposited at the bank. She archives the electronic copy of the summary and prints… [More]
Broken processes leads to frustration and potential chaos for your business. Your employees end up spending time trying to patch what’s not working. Here are 5 signs that you need to fix your processes: Customers are unable to reach you If your support channels are not able to respond in… [More]
In many organizations, the functional structure is the default approach to organize their people and their work. It is straight-forward for management purposes because one can associate expertise with work. Despite the many benefits, silo thinking has been a constant damper to operational efficiency. Silo thinking is a result of… [More]
Meeting timelines is important for project execution. There are four step to maintain momentum.
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