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Challenging Traditional Process Thinking
BPR vs. CEM
Swati Saigal
Senior Process Consultant
Megan Menasce
Senior Process Consultant
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History Lesson
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CEO
Marketing SalesCustomer
ServiceOperations Finance
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Do you dare to change?
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Insanity
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The question
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The process evolution
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You may be doing stuff right, but are you doing the right stuff?
Six Sigma
• Fixing problems. Doing Stuff Right.
Structured approach to Define, Measure, Analyse, Improve and Control process.
• In a typical example - people may not be filling in a form correctly. Six Sigma understands how often, where and what could be done to improve the accuracy of the form.
Lean
• Similar to Six Sigma however goes a stage further in removing waste associated with form completion by removing unnecessary steps and sometimes as a consequence negates the need for a form entirely. In doing so occasionally, but not by design, stumbles onto doing the right thing.
• Both Six Sigma and Lean don’t challenge directly whether the form helps to achieve a Successful Customer Outcome.
CEM and Customer
• Asks whether the form contributes to the achievement of the Successful Customer Outcome. If it doesn’t, we stop doing it. It is typical to find that a massive amount of work in a CX examined process becomes unnecessary and in doing so frees up scarce resource, improves service and gets more done with less.
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Achieving the right mix
Doing things RIGHT
Doing things FAST
Doing the RIGHT thing
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How then can CEM and BPR co-exist?
Customer
Needs
Operational Efficiencies
Operational Efficiencies
Operational Efficiencies
Operational Efficiencies
Operational Efficiencies
• CEM will then be used to design
the appropriate interactions,
• CEM looks at a wider
end-goal focus of
customer needs
• This then requires
operational changes
to fulfil customer
expectations
supported by BPR to optimise
those processes further to be
more cost effective (without
negatively impacting the
customer experience).
• i.e. Understand what you are trying to achieve, then use the tools appropriately
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Final thought…
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Swati Saigal
Megan Menasce
IQ Business Park
Third Avenue
Rivonia
Johannesburg
011 259 4000
www.iqbusiness.net
