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Posted by Connie Moore on April 17, 2012
I’m at IQPC's Financial Services conference in New York listening to Brenton Harder, MD and head of operational excellence at Credit Suisse. He's clearly got a lot of experience under his belt that is worth sharing. Here are some BPM lessons learned based on his experience working in multiple businesses:
I agree with these points, particularly with the criticality of developing processes from the customer’s perspective, and the need for automating a dynamic work environment. As the diagram below represents, Forrester believes that a higher percentage of work involves straight-through processing or predictable processes, but that the smaller percentage of unpredictable work is much harder to support but provides distinct opportunities for customer differentiation. That makes these dynamic processes strategic for BPM initiatives.
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