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Gestionar la experiencia de cliente es general valor para la marca
By: José Francisco Rodríguez, President AEERC, Associate Professor ESADE
We must strive to increase the value generated by the customer experience, designing models of omnichannel relationship based on customer preferences.
Complying with traditional SLAs focused on improving operations and meeting the challenges of integrating digital channels is no longer enough as differentiating elements and catalysts for revenue.
In this context, it is necessary to work to improve how companies interact with their clients by designing a relationship model based on the appropriate combination of digital and analog channels for ...
(Keep reading)Process Mining plays an essential role in Digital Transformation
By: Pedro Robledo, BPM process management expert
Process Mining is a process analysis method that aims to discover, monitor and improve real processes (processes not assumed) by extracting knowledge easily from available event logs in the systems of current information of an organization. It goes beyond the pure presentation of the key data of the process, recognizing the contextual relationships of the processes, presenting them in the form of graphic analysis in order to diagnose problems and suggest improvements in the quality of the process models. With Process Mining it will ...
(Keep reading)More than 66% of BPM employment is not covered due to lack of professionals
By: Pedro Robledo, BPM process management expert
BPM, Business Process Management is a key Management Discipline in all companies that look for Operational Excellence. In the current Digital Revolution, companies must make a Digital Transformation to remain competitive and not disappear. The Digital Transformation requires modifying the Company's Value Chain, therefore, forces companies to redefine their business processes. Being BPM key for these organizations and needing BPM professionals to participate in these process innovation initiatives. In addition, the emergence of disruptive BPM technologies will benefit ...
(Keep reading)Differences between Processes, Procedures and Work Instructions
Por: Pedro Robledo, BPM process management expert
Many people often confuse these three terms: business Process, Procedure, and Work Instruction. In fact, most people write work instructions and call them procedures, and define a procedure as a process. My objective in this paper is to provide the difference amongst the three terms to help you understand when to use each term in the Quality Management of your Business.
The ISO 9001:2015 standard (Quality management systems - Fundamentals and vocabulary) defines the concept of Business Process as: "A set of related or interacting activities ...
(Keep reading)Interoperability: The gordian Knot of the digital business
Por Manuel Jesús Morales, Interoperability and Service Orientation Expert
In recent years, Interoperability has become more and more a key feature of Information Society. Both companies and governments, from local entities to international ones, are putting the emphasis on Interoperability.
Laws are enacted that push companies and public organizations to enable interoperability for the services they are providing to their citizens.
International committees and workgroups are created focused on defining reference models, that should enable companies and public administrations to reach interoperability.
But, what does Interoperability actually mean? Why is it being ...
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