Articles by Ian Gotts

How draconian processes and procedures made columnist Ian Gotts’ Broadway experience less “King”ly than expected. I was recently in New York on holiday and took a very excited family to see the Lion King. The production itself is absolutely fantastic:  the drama, the costumes, the scenery, the lighting, the music. Theatrically, it was an onslaught on the senses and...Full Article »

As consumers we are getting far more sensitive to inconsistency of customer service. We easily spot a process that is not joined up. Particularly when different departments or even different companies are responsible for the end to end process. If you want to experience it at its worst, try subscribing to a a new TV, internet and phone package and throw in the fact that it is a new house...Full Article »

Are your customers and staff fighting poorly thought through processes and systems? Time to define successful outcomes from the customer’s perspective, says columnist Ian Gotts. And the good news is that their expectations are incredibly low. Many experiences we have with companies is utterly appalling. It leaves us feeling empty, frustrated and bitter. But now we have the mechanism to...Full Article »

Good customer service is becoming expected. Except, sadly, even average customer service is a rarity, despite all the technology being brought to bear, says Ian Gotts in a new column launched this month about Customer Service. So what can you do about it?   Welcome to Mr Angry’s new column on Customer Service. This regular new column will highlight both good and bad examples of...Full Article »

Last year I wrote a suitably dour article on why the CIO hates Christmas – Bah humbug. Sadly my concerns came true. So much so that the term that CIOs across the corporate world have embraced or being forced into a BYO (Bring Your Own) policy for personal computing.  So in the cheery spirit of Christmas, I thought I’d turn my attention to the COO or Operations Director. The one...Full Article »

Is this the last time Business Process Analysis will be considered a stand alone category? asks columnist Ian Gotts, as research firm Gartner releases its latest BPA Magic Quadrant. The 2011 Gartner Business Process Analysis (BPA)  Magic Quadrant (MQ) has just been published. (Side note: you can download a complimentary copy of the report from...Full Article »

What does it take to transform a dysfunctional, globally dispersed, highly regulated and reactive organisation into a model of operational excellence? Forget the CEO - it's time businesses recognized that BPM and the Chief Operating Officer hold the keys to competitive advantage, says columnist Ian Gotts, VP TIBCO Software and founder of Nimbus. Much is talked...Full Article »

Self service “kiosks“ are now appearing in airports, supermarkets and banks, and we've had automated call answering services for decades. G ood ideas in principle, but too many companies get it seriously wrong, writes columnist Ian Gotts . As a customer, I’ve never been clear about why companies choose to provide self-service.  And based on my user...Full Article »

Execution is all about getting the entire organisation focused on delivering against the strategy.  So why is it so difficult? Columnist Ian Gotts, looks at the challenge of translating top level vision into reality. “Every company has a strategy”. That is how my first book Common Approach, Uncommon Results started.   Many people challenged me and said that is not...Full Article »

To go "Green" requires changes to how people work, interact and use technology. Columnist Ian Gotts, CEO and founder of Nimbus, argues there are both business and environmental benefits to BPM and cloud computing. Having just moved to San Francisco to the Nimbus US HQ, it is pretty difficult to miss the ‘greening’ trend.  Northern California is the green...Full Article »

Technology is blurring the distinction between work and non-work, says Nimbus CEO Ian Gotts. It used to be that work-life balance was about leaving the office earlier. Now there is no office to leave. In his latest column, Gotts looks at the implications of a mobile workforce. “Daddy, are you still at work?”  A simple enough question.  My children understand that if I...Full Article »