- Topic:
Interactive Q&A - A Standard Approach for Process Documentation
- Date: Wednesday November 25, 2009 12:00 PM Eastern
- Where: Online
- Featuring: Rachel Pace-Maron, Director of Operations Support Service, PRC
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Every year, CIO's and COO's rank "Improve Business Processes" as a top priority for their organizations. So why aren't more organizations diving in, documenting their processes and driving improvement? In short, because it's hard. Most companies don't have a standard approach for process definition and documentation. Rachel Pace-Maron, Director of Operations Support Service at PRC, was asked to document, standardize and communicate all of her company's processes to help improve business processes across 15 domestic and 5 international call centers. Join this interactive Q&A session as Rachel shares her experience and covers key learnings, with a specific focus on: - Challenge - Working with heavily narrative oriented people, often generating pages on pages of documents
- Approach - Turning text based documentation into graphical diagrams to identify process opportunities
- Results - The ability to clearly centralize and standardize business processes across separate groups
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