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Business
Process Management Articles
Customer Value: The Business Discipline of
BPM
Imre Hedgedus, BPTrends
Newsletter and Website, December
4, 2007.
Imre Hegedus asserts that business relevance begins and ends
with the customer and must be the basis for aligning and evaluating
BPM deployment. Read how to apply practical process solutions to
what may seem competing process goals within the organization by
adhering to a customer focus.
The Grail: Strategic Process Work
Alan Ramias, Performance Design Labs, BPM
Institute Website and Newsletter, December 5,
2007.
The notion of process is of utmost value to
organizations, but the reality has often fallen short. The power of
process is potentially far more powerful than today’s fragmented
practices. With the right approach, however, process can have even
more impact on organizational results than it did in the eighties
and nineties. More specifically, process is the key to designing and
operating organizations to deliver unique, sustained value.
Net Promoter Score: A Number for Business to Grow
By
R. Eric Reidenbach, Reginald E. Goeke, Market CValue
Solutions, iSixSigma Website and Newsletter, December 10,
2007.
Organizations looking for a silver bullet customer metric
look no further than the Net Promoter Score (NPS). Developed by
Frederick Reichhold and his colleagues at Bain & Co., NPS
provides an economical and concise metric for assessing how loyal a
company's customers are. Managing that measurement is the key to
future growth. The effectiveness of NPS increases with the degree of
focus. By looking at the NPS of each product/market, companies can
determine which groups need attention to improve their loyalty and
which groups can be leveraged to help grow the
company.
Pervasive BI - Hidden in Plain Sight: The Compelling
Benefits of Report Mining
Michael
Urbonas, Datawatch Corporation, DM Review Newsletter and
Website, November, 2007.
This article will introduce report mining, an enterprise
solution that delivers on the promise of pervasive BI and is based
on an understanding of how people really work, not how IT
professionals think people should work.
The Journey Toward BI
Self-Sufficiency
Bill Collins, DecisionPath
Consulting, DM Review Newsletter and Website, November 29,
2007.
In order to become self-sufficient
in BI, an organization must have a BI team capable of performing
those tasks. This article also addresses the various other elements
that must be in place.
Knowledge Management Revitalized - KM in a Web 2.0
World
Mike Murphy, Inquira, DR Review Newsletter
and Website, November 2007.
Updating your KM and introducing Web 2.0 tools into the
enterprise can be a curse if not done correctly.
10 Ways to Failure for a New Six Sigma
Deployment
Gopal Ranjan, iSixSigma Website and
Newsletter, December 3, 2007.
The returns from a well-deployed Six Sigma
initiative can be richly rewarding. The results of many business
organizations stand in testimony to that. But the opposite also is
true. Many organizations have started Six Sigma initiatives with
much fanfare only to have the deployment eventually fizzle out
miserably. So what goes wrong? Why are there conflicting experiences
with Six Sigma initiatives? The answer lies in the basics of
deployment. Here are ten major points are critical to the success or
failure of a Six Sigma deployment.
IT Development: Finding Balance Between Business and
IT
Jean-Francois
Guilland,
Arne Buthman, Valeocon Consulting, iSixSigma Europe Website and
Newsletter, November 28 , 2007.
A
discussion about an ideal IT system often centers on user
friendliness, system reliability, and implementation on time and on
budget. These discussions should also include how to create more
business value through the development of systems following a
disciplined, fact based approach with a clear customer focus.
Integrating a DFSS roadmap and SDLC methodologies into IT
development enhances a company's business focus while balancing
customer needs and ensuring on time/on budget system delivery. Six
Sigma assists an organization in measuring success with
KPIs.
Business
Process Outsourcing Articles
10 Outsourcing Predictions for 2008 (and One to Grow
On)
Stephanie
Overby,
CIO Insider
Newsletter and
Website, December 19, 2007.
It's been a dynamic year in the IT outsourcing
industry, and 2008 will bring even more change, say experts. From
widening currency gaps to industry mergers and acquisitions to an
expanding range of outsourcing services and destinations, the new
year should keep IT service providers and customers on their toes.
India's Greenest
Outsourcer?
Stephanie Overby, CIO Insider
Newsletter and
Website, December 7, 2007.
Indian IT services provider ITC Infotech is
touting its carbon-neutral status as a selling point. And that
corporate focus on sustainability has the potential to woo new IT
outsourcing customers away from less green
competitors.
Outsourcing in the Oil and Gas
Industry
Tholons
Services Globalization Review Newsletter and Website,
December, 2007.
While mergers and consolidation continue, Oil and Gas
management are determining other approaches to recovering their
baselines. One particular measure is to include Business Process
Outsourcing (BPO) in their operational mix. Much of this
reorientation has been caused by operational processes becoming
progressively more complicated and more costly in terms of managing
a variety of business functions; hence businesses are handing parts
of their work, including finance and accounting to outside
providers.
The Salary Factor in the BPO
industry
ValueNotes Database
Newsletter and
Website, November 28,
2007.
The average
BPO salary grew 14.8% in 2007 as compared to the 17.2% in 2006,
according to a survey by Dataquest-IDC. This was again lower than
the 18% average hike that BPO professionals got in 2005. The
salaries at the Indian BPO industry are seeing a gradually downward
trend. Labor costs (primarily Salaries) account for approximately
half of the total costs of the Indian BPO industry.
The Second Decade Of Offshore Outsourcing: Where We're
Headed
Mary Hayes Weier,
InformationWeek Newsletter and Website, November 3,
2007.
Execs now prefer to call it 'globalization.' Whatever the
name, it's gaining steam and bringing new risks and requiring
new strategies.
Indian IT Vendors Explore the Non US Markets!
ValueNotes Database Newsletter and
Website, December 5, 2007
Most Indian vendors have been primarily US
focused so far, but that is changing as vendors diversify their
geographical client base. With the continued pressure on margins and
the uncertainties arising from the slow down of the US economy,
Indian IT vendors are re-thinking their strategy and exploring the
non-US markets.
Customer Conversations and Performance
Management
Donna Fluss, DMG Consulting, BI Review
Newsletter and Website,
November 29, 2007.
Some
speech analytics applications are able to identify concepts and
trends that enterprise managers don’t even know exist.
Gartner: Strong growth for offshoring predicted for
2008
Linda Tucci, SearchCIO Newsletter and Website,
December 19, 2007.
The Stamford,
Conn.-based research firm applied a list of 10 criteria to find its
top 30 countries for off-shoring, but many of the conclusions aren't
anything you haven't heard before: e.g., India remains the
"undisputed leader" in offshore services, but China, Russia and
Brazil are providing credible alternatives. Ireland, Israel,
Northern Ireland and South Africa fared well in language
skills.
Notable
News
Ten Technology Letdowns of
2007
CIO Enterprise Newsletter and Website, December 5,
2007.
The tech
industry handed us a good year in some respects. Salaries up,
virtualization tools ripe. But we're cranky and critical so that
stuff wasn't good enough. We assembled a list and slideshow of some
of the biggest letdowns of the year.
Predictive Analytics: Slow Adoption Despite Big
Benefits
Stephen Swoyer, BIThisweek
Newsletter and Website,
November 7, 2007.
Few
technologies provide as much ROI bang for the buck as predictive
analytics. In spite of notable success stories, adoption continues
to lag. This begs a particularly perplexing question: Why is such a
high-value technology under-represented in the
enterprise?
Does Knowledge Sharing Deliver on
its Promises?
Knowledge@Wharton Newsletter and
Website, November 8,
2007.
For nearly two decades, consulting firms, technology
companies, R&D-driven corporations and other knowledge-intensive
organizations have made significant investments in "knowledge
management" initiatives. These initiatives are intended to
facilitate the capture and transfer of company expertise as a way to
spur learning and innovation. But research by Wharton management
professor Martine Haas and Morten Hansen, professor of
entrepreneurship at INSEAD, indicates that knowledge sharing efforts
often fail to result in improved task outcomes inside organizations
-- and may even hurt project performance. However, organizations
that plan carefully before launching a knowledge-sharing initiative,
and support these efforts along the way, have a much better chance
of adding value, the researchers say.
Six Enterprise
Application Trends to Watch in 2008
Thomas Wailgum, CIO Insider Newsletter and Website, December
18, 2007.
Enormous vendor consolidation has changed the
enterprise application landscape forever. But there's more change
and uncertainty on the horizon for CIOs. Here's what to expect and
what you should do.
Five
Key Business Intelligence Trends You Need to
Know
Diann Daniel, CIO Insider
Newsletter and Website, October 31,
2007.
Business intelligence is one of the top
technology priorities for companies today. Here are five trends
smart IT leaders are examining to get insight from their
organization's avalanches of data.
Insurance Outsourcing Reaches New Levels of
Maturity
Anthony O'Donnell,
Insurance and Technology, December 6,
2007.
While many insurers are still struggling with the
management of offshore resources, industry leaders are crafting
long-term global sourcing strategies for strategic competitive
advantage.
Insurers View Disaster Recovery and Business
Continuity As More Than IT
Issues
Nathan Conz, Insurance
and Technology, December 6,
2007.
To maintain operations and service
levels in the face of a catastrophe, insurers such as Pacific Life
are increasingly viewing disaster recovery and business continuity
plans as full-fledged business initiatives.
Mobile Banking Experiencing Increased
Adoption
Nancy Feig,
Bank Systems & Technology, December 23,
2007.
As an increasing number of institutions pursue
mobile banking initiatives, questions remain over which delivery
model is best, whether consumers really want the service and how
banks can realize a return on their
investments.
Notable
Events
Lean Six Sigma for Defense December 10-12, 2007. Alexandria, VA.
IQPC.
The 4th Annual Procure-To-Pay
Summit January 28 - 30, 2008. Orlando, FL,
IQPC.
Lean Six Sigma & Process Improvement
Summit
January 28 - 31,
2008. Orlando, FL, IQPC
Lean Six Sigma Healthcare
Summit
January 29 - February
1, 2008. Orlando, FL, IQPC.
Process Excellence for Financial Services
March 3 - 5, 2008. New York, NY.
IQPC.
The 12th Annual Shared Services Week
March 31 - April 4, 2008. Orlando, FL.
IQPC.
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