Every organization views Customer Service as a critical function for their business. It has a significant impact on your Voice of the Customer (VOC). Customer service is on the front line of interfacing with the customer, but it isn’t the only function that interfaces with your customers. Finance, Shipping, Sales and Marketing also play an important role in customer service. The Customer Service group acts Continue reading Customer Service Excellence Through Value Stream Mapping
The most successful way to look at unneeded business processes and their costs to the business is through a Value Stream Mapping (VSM) project. VSM provides a clear view of how various business processes are related to each other and assesses the need for those processes and how efficient they really are.
Laws are created to deal with a problem that exists today and may not exist years from now. Business processes are the same. They are created to deal with current needs. Over the years the legal system has accumulated a series of laws that may have been appropriate for their time but have never been abolished. Here are a few examples: Continue reading Business Processes are Like Old Laws: They Never Go Away!