internet
Using Voice of the Customer Effectively: Felix Tiedt, Telkom SA
September 09 by Process Excellence NetworkVoice of the customer (VOC) is a technique to understand your customer’s needs and requirements. Objective metrics like the number of product returns or subjective metrics like customer feedback on th...
How Big Data is a Differentiator for Improved Customer Experience
August 13 by Process Excellence Network Editor
Convergence within the Telecoms Industry: Interview with Karl Schultz, TeliaSonera
April 16 by Process Excellence NetworkCompanies within the Nordic region have typically lead the way in telecommunciations. But lately there’s been a lot of "Apps" and "Apples" around adding to the ever increasing complexity and c...
Betfair's Accelerated Project Delivery Framework & Applying Lean Six Sigma to Customer Promotions
November 11 by Process Excellence Network Editor
Process Improvement 2.0 - How Digital Technology is Redefining Excellence
November 01 by Process Excellence NetworkIn a report out earlier this year Forrester Research predicted that by 2014 over half of all consumer purchases in the US will be made online or informed by online research. What impact will that ha...
How to Use Failure Productively - Interview with eBay's Director of Operational Excellence
September 01 by Process Excellence NetworkFailure is something that we don’t like to talk about and like to commit even less. But it’s an essential part of the learning process and if you work in continuous improvement, there&rs...
Innovation and Process Improvement at Google
August 23 by Process Excellence NetworkInnovation and process improvement go hand in hand, says Alessandro Laureani, Global Operations Processes and Systems Manager at what might be considered one of the most innovative companies on this...
Nowhere to hide: Data in an age of transparency
January 12 by Ian GottsThe release of hundreds of US diplomatic cables through Wikileaks has profound implications for the way that individuals and businesses must think about their data and online personas. Columnist Ian G...
Is Social BPM an oxymoron?
November 05 by Process Excellence NetworkPlug "social BPM" into Google and you get a plethora of pundits pontificating about the meaning of the term and technology vendors plugging the latest development in their business process managemen...