Building A Strategic Transformation Program

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Friday, August 12, 2011
11:00 AM - 12:00 PM EDT
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Many organizations struggle to move from a series of disconnected BPM projects to a coordinated program that propels their organization forward.  While the initial focus of most organizational improvement programs is on efficiency and cost containment (waste elimination), the longer term opportunity is to deliver better and more consistent customer outcomes (value innovation). Along the way, there are many potential diversions on the journey. Success relies on establishing a compelling vision for the organization and engaging the business effectively.

Attend this webinar to find out how to construct a holistic transformational framework focused on the needs of customers, while keeping an eye on efficiency and waste reduction. The webinar will discuss how the framework encompasses:

  • Engagement of the executive to embrace an appropriate organizational vision, and then ensure their support through ongoing leadership.
  • How to structure and charter a Center of Expertise (CoE) along with effective governance principles to support the program.
  • How the creation of a target operating model supports a comprehensive future state business architecture, describing the capabilities of the firm and the business services it uses to deliver value to customers.
  • How to engage the organization to create a holistic vision for an individual change objective, delivering compelling customer experiences and providing the target for process improvement projects.

Webinar participants are invited to download a complimentary copy of Forrester's report "Empower Customers By Transforming Business Processes." To access the report, click here (free login required).



Connie Moore
Vice President, Research Director

Connie serves Business Process professionals and leads a team that provides advice and research focused on application strategy, business process management, customer relationship management, human resource management, and financial processes. Connie's recent research efforts have focused on Lean thinking and dynamic business applications that support designing for people and building for change through the intersection of business process management, the Information Workplace, and Web 2.0.

Connie came to Forrester through its acquisition of Giga Information Group in 2003. She has more than 25 years of experience in the IT industry and has been an analyst for 19 years. Most of her research focuses on business process management and business optimization. Prior to joining Giga, Connie managed BIS Strategic Decisions' European IT consulting group, headquartered in the United Kingdom. Before then, Connie was vice president of product marketing at TDC (now part of BancTec), a manufacturer of high-end document capture systems. She was also a manager with Andersen Consulting (now Accenture), specializing in document management, document imaging, and end user computing. Earlier, Connie was with Wang Laboratories, where she managed Wang's technical support resources for the US Department of Defense and intelligence agencies. She began her career in IT and management at Mathematica Policy Research.

Connie is the co-champion of Forrester's 2009 Business Technology Forum with its theme of "Lean: The New Business Technology Imperative." Connie also co-championed Forrester's 2007 Technology Leadership Forum with the theme of "Design for People, Build for Change" and Forrester's 2008 Technology Leadership Forum, themed as "Embrace Technology Chaos, Deliver Business Results." Connie is a widely sought speaker. She has keynoted at many industry events, chaired 10 business process and workflow conferences in Europe and the United States, and co-chaired Giga's "Leveraging Knowledge" conference. Connie also served as a director of AIIM International, the premier association for the content management industry and is a member of the Association of Business Process Management Professionals.

Connie attended the University of North Carolina at Chapel Hill and holds a B.A. in political science and history from East Carolina University and an M.B.A. in information systems from George Washington University.

Derek Miers
Principal Analyst
Forrester Research, Inc. (Guest speaker)

Derek serves Business Process Professionals. He is an internationally recognized expert in business process management and organizational transformation. He has worked in this area for more than 20 years, dealing with major brands, governmental organizations, and NGOs. Derek's research focuses on the methods, approaches, frameworks, tools, techniques, and technologies of business process management (BPM); business process improvement; business transformation; and organizational change. He places special emphasis on an outcome-based, customer-focused approach.