Articles

Requirements for Operational Excellence Success

Author(s):

Marvin Wurtzel

Faculty Member, BPMInstitute.org and Principal Consultant, Marvin M. Wurtzel & Associates, Inc.

In the past few years Operational Excellence (OpEx) has become one of the most prominent trends in the improvement arena, many large corporations have ambitiously applied OpEx. Because the results have often been extremely good, this has stimulated growing interest among other organizations. A serious drawback of the increasing attention that OpEx is receiving is that some companies choose to be trendy and simply follow the herd without questioning, adapting and designing an OpEx program to suit their own specific needs.

Cognitive BPM Business Processes Awaken!

Author(s):

Kiran Garimella

Chief Curator, iKnowCentral.com

It should come as no surprise to all serious professionals that the age of Artificial Intelligence, Machine Learning, and Data Analytics is here – this time, to stay for good.

The first time around, back in the early 80’s to mid-90’s – a period of roughly two decades – AI got a lot of exciting hype, especially around the topics of Expert Systems, Natural Language Processing, and Computer Vision. The premise underlying all of AI at that time was that the human capability of learning was really a set of as yet unknown algorithms that knew how to take data of various types and reason from it. However, the common perception was that the promise of AI had not been met.

Real Business Architecture in Action© Part 2 of 4

Author(s):

Ralph Whittle

Enterprise Business Architect, Independent Consultant

This is the second article in a 4-part series of articles on architecture presented by the BAInstitiute.

In the first article of this series, the reader was asked to visualize how to create a typical low-level workflow model from an enterprise template of architectural primitives or formally defined elements of the enterprise. In the Business Architecture (BA) tool referenced in the first article, all of these design elements were operationally current and available from the enterprise template to quickly build low-level workflows. The workflow creation was illustrated in a short youtube animation on how to use the enterprise template to assemble a generic workflow.

Beyond DMN1.1: What’s Next?

Author(s):

Brian Stucky

Managing Director, Business Decision Management, Allegiance Advisory Group

With the (almost) official release of DMN1.1 we find ourselves at an interesting crossroads in the industry as the concept of consistently modeling decisions becomes more widespread. It seems clear that we’ve moved from questions of “What is this?” to “How can we effectively leverage it?”. A plethora of companies have developed platforms to support DMN or at least support it through some kind of adapter. Gartner has commented on it and MISMO (Mortgage Industry Standards and Maintenance Organization) is moving towards adopting it as an official standard for exchange and interchange in the mortgage industry.

This crossroads also includes fundamental questions surrounding what we can do, what we can’t do, and what we should be doing with the standard. I’ve seen this manifest itself in two primary ways:

Modeling vs. Implementation
Methods to implement, share, disseminate and execute decision logic

These will both be discussed here.

Designing an Effective Business Architecture Team

Author(s):

Whynde Kuehn

Principal, S2E Consulting Inc.

As organizations set out to establish their own internal business architecture practices, some of the most frequently asked questions are about how to structure the business architecture team and role. These are indeed important considerations because the structure significantly contributes to both the effectiveness and success of a business architecture practice. How the team is structured and positioned, and how the business architect role is defined directly and indirectly speak volumes about strategic importance, scope of responsibility and key relationships. Certain choices made up front will make it easier to obtain organizational buy-in and perform the role at a strategic level.

Key Structural Decisions
While there are certainly other considerations, a few key decisions need to be made once an organization has decided to formalize a business architecture practice.

The Systems Approach to Performance Improvement: A Personal Experience

Author(s):

Alan Ramias

Partner, Performance Design Lab

In the late 1970’s, I was a training manager in charge of teller training at a bank in the Midwest. I read Geary Rummler’s article “You Need Performance, Not Just Training” and experienced a Eureka! moment because I had just witnessed the exact scenario described in the article: an inept attempt at engineering the desired performance of tellers. This is the story of what happened before and after I applied Rummler’s principles of systematic performance improvement.

Dealing with Cultural Challenges in Operational Excellence

Author(s):

Shelley Sweet

Faculty Member, BPMInstitute.org and President, i4 Process

Operational Excellence focuses on providing the best execution of service and process for the benefit of the customer and the organization. It is not a proprietary program or methodology; rather, the term usually represents a conglomeration of process methods and techniques to improve operational discipline, its performance metrics, and customer satisfaction.

Operational Excellence is an enterprise approach. Companies want to address more end-to-end processes, going beyond earlier smaller process improvement projects in one department. For end-to- end processes to be successful organizations need to have consistent execution aligned with organizational purpose, leadership accountability that spans organizational boundaries, and employee skills and behaviors that see the flow of work across the organization and make results happen for the customer.

Real Business Architecture in Action© Part 1 of 4

Author(s):

Ralph Whittle

Enterprise Business Architect, Independent Consultant

This is the first article in a 4-part series presented by the BAInstitute.org.

For many new business and IT professionals entering the field of Business Architecture (BA), an exciting opportunity is at hand. However, these new entrants must consider beginning their career expanding endeavors with a clear and solid foundation in architecture principles. In this article, the reader is asked to participate in a visualization exercise in order to understand real Business Architecture in action.

Implementing Enterprise Business Process Management – The change starts with the practitioner

Author(s):

Samantha BureauJohnson

VP, PMO and BPE, BCBSNC

Over the past year, our Business Process Excellence practice has been working to develop an Enterprise Business Process Management (BPM) Framework for our organization, with implementation beginning this year. We utilize Lean, Six Sigma, Workout, Kaizen and facilitation methods to improve business processes that drive measurable business outcomes. BCBSNC is an $8 Billion dollar business with over 4500 employees and have had an established Business Process practice since 2008. We have a very strong brand and have driven over $80+ million in results since inception.

Operational Excellence and Superior Customer Experience

Author(s):

Andrew Spanyi

Faculty Member, DBizInstitute.org and Managing Director, Spanyi International

Each quarter, the American Customer Satisfaction Index issues an update of overall U.S. customer satisfaction. The national ACSI score for the period 1994 through 2015, as depicted below, reflects an aggregate of customer satisfaction with companies that comprise a large cross-section of the economy.*

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