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

This FREE webinar was recorded on:
Tuesday, May 15, 2012
11:00 AM - 12:00 AM EDT
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Reducing the Real Drag on Process Improvement: A New Approach to Swim Lane Mapping


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

Raun Kilgo is Director of Contact Center Process Excellence with OpenSpan. Mr. Kilgo has held management and executive roles in leading communication and contact center companies for two decades, including senior roles at AT&T, GE, Premier Global and Aspect Software. He was also President of a contact center company in Tallahassee, Florida, where he led a team of contact center professionals in quickly deploying a bio-terrorism hotline for the Florida Department of Health during the October 2001 anthrax attacks. With experience as both a contact center operator and a technology provider, he offers keen insights about how high volume contact centers can remain agile and efficient while business objectives, regulatory mandates and technologies change. At OpenSpan, he consults with contact centers around the globe to assess agent processes and develop process improvement plans using OpenSpan’s Desktop Analytics and Automation software to optimize agent productivity and create a better customer experience. (