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How AAA Transformed Their Business Process
- 1. How AAA transformed their business process improving the customer experience April 16, 2009 Andrew Kramer, PMG Evan Maxey, AAA
- 17. Sample New Computer Catalog Item Your company logo
- 18. Sample New Computer Order Form Your company logo
- 19. Sample New Computer Workflow
- 35. Current Mode of Operation: Simple Request
- 36. Current Mode of Operation: Projects
- 37. Labor Allocation
Notes de l'éditeur
- Make the point that external processes are often ripe for BPM because of their tendency to be stuck in silos rather than managed across an entire end to end process. When done going through this list, pop up the same list for the internal processes, making the point that the very same principles apply to internal processes that do for external processes.
- Talk about how internal processes may be even more neglected since they are not customer-facing. Ask audience if any of this sounds familiar. Are there examples in their own companies of internal processes that work this way?
- Audience participation. Ask the audience.
- Again, take notes on flip charts
- Consistency / single interface, standardization.
- If Service Delivery Management is the opportunity, a Service Catalog is the solution
- Either use this or the next slide. Probably don’t need both.
- Take audience through the exercise of high level design of a service catalog for “Request a New Computer” Jot down notes on flip chart – keep it moving really fast. If they have trouble coming up with anything, prime them with some ideas.
- Mention that you are going back to the Forrester article….
- Ask participants for their own ideas first – then show them our list after they have already brainstormed 5-10 intangibles
- Talk through the model – let participants know that they should not focus on getting from the bottom to the top – take one step at a time. For most companies, this means starting a transition from a functional focus to a service focus.
- History of requests Short version of vetting
- At this point, distribute the “Benefits Calculator” worksheets