Interactive Q&A - A Standard Approach for Process Documentation

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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.

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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