Reducing the Real Drag on Process Improvement: A New Approach to Swim Lane Mapping

This FREE webinar was recorded on:
11:00 AM - 12:00 AM GMT

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Reduce the "friction" between process steps

Traditionally, process improvement focuses on the "macro" process steps - the main tasks and activities in a business that span people and departments. Yet often the real drag on performance can found in between the main steps, - the "micro" or hidden processes - where manual work and inefficient or poorly integrated applications slow people down. These in-between steps create friction and drags on our productivity but are often overlooked in traditional process improvement projects because they're considered too small or insignificant to merit the effort. But when multiplied across your employees they have dramatic productivity/efficiency implications for your business.  
This webinar will explore a different approach to continuous process improvement that focuses on reducing this friction in between process steps to achieve dramatic improvements in overall process efficiency.

Join this webinar to:
  • Understand the impact that these "in between" or minor process steps can have on overall process performance
  • Identify a checklist of common cross-process tasks that are the most frequent causes of productivity drag and explore easy to replicate ways of eliminating them
  • Hear about a new approach to swim lane process mapping that focuses on the applications, services and data sources and how you can put it to work to improve productivity in your organization
  • Look at new options for performance monitoring with cross-platform measurement of worker activity that delivers insights with dramatic business impact

This Webinar takes place at 11:00 AM EDT (New York) / 16:00 BST (London) / 17:00 CEST (Paris) /  23:00 HKT (Hong Kong) /  01:00 EST (Sydney). For additional time zones, please use the time converter at  If you miss the release time, don't worry - this webinar will also be made available on demand.

Raun Kilgo Director of Contact Center Process Excellence OpenSpan