Process Standardization & Harmonization Enabling Agile Customer Service in a Digital World

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Complex market conditions combined with digitally empowered consumers present a challenging commercial environment. The answer is innovation and agility but the question is how this is achieved. Creating a Next Generation Enterprise suited to this new “normal” is about understanding and managing processes.

When processes are aligned and good practices are applied, efficiencies are created that free people to innovate and generate a nimbler organization which is able to adapt to continuously changing market conditions more quickly. 

This paper shows how process standardization and harmonization can be achieved to enable innovation, agility and efficiency.   People play the core role in those initiatives. The main messages of the paper are explained using a case study.