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Operations Management success depends on Effective Business Process
Management.
Executive management in many organizations have found out they can
often improve operations management within single departments. This improvement
has lead to some reduction of cost and improvement of quality within that
department. However, often the greater opportunity for:
- cycle time reduction
- improved quality and customer satisfaction, and
- cost reduction
occurs when they look at an entire business process. For example, a large
telecommunications company was concerned about increasing call center expenses.
Their immediate focus was on the call center itself. By applying process
management to an operations management problem, they reviewed their entire
business process. Business Process Management showed that marketing was creating
mailing pieces that were not clear. When customers and potential customers read
the marketing mailer they were confused. To resolve their confusion about the
marketing literature, they called the call center thus increasing the call
center costs. By working with the call center, marketing was able to determine
what caused the customer confusion. By applying process management and reducing
customer confusion, the telecommunications company was able to reduce call
center expenses as well as increase revenue.
Call John Antos, Jim Brimson or Pat Dowdle at
972-980-7407 to find out how Process Management can improve your Operational
Management
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