Making It Easy For The Right People To Do The Right Things
"The customer journey starts with our stores," says Chris Jones head of Business Operations at Carphone Warehouse (CPW), "but it doesn't always end with our stores. In this video profile, Jones explains how Carphone Warehouse / Best Buy Europe is improving customer service by using Business Process Management to standardize and improve business processes across retail, call center and back office functions. CPW’s achievements were recently recognized as winner of the 2011 Gartner BPM Excellence Award (category "Leveraging BPM Technology"). The video shows in detail the approach which CPW has employed to drive Operational Excellence across the business via a collaborative portal they call "How2", powered by Nimbus Control.