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Business Process Management:

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Direct results from visualisation. A simple example

A team of employees at a Dutch city council started off study their “complaints process”. They did this by mapping their “current activities” in the Engage Process Modeler. All 84 activities were mapped, step-by-step.

Process visualisation

Customer value added or not?

After mapping the process, the team started out to score each individual process step; is this step customer value added or not? Or is it internally value added?

After doing this step-by-step, they zoomed out and looked at the result from a distance. The result was astonishing! Only 10% of the activities are really customer value added according to the team. And although this was confronting to the team, they took ownership of the process and improvement opportunities.

Easier, More Effective Business Process Management

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