Bertrand Duperrin's Library tagged procedures →  View Popular, Search in Google

"In a study of U.S. and European companies, The Boston Consulting Group found that “over the past fifteen years, the amount of procedures, vertical layers, interface structures, coordination bodies, and decision approvals needed...has increased by anywhere from 50 percent to 350 percent.” What’s more, in the most complicated organizations, “managers spend 40 percent of their time writing reports and 30 percent to 60 percent of it in coordination meetings.” No wonder people feel like they can never get any real work done."

procedures process productivity

"L’idée de cette étude est simplissime : les 5 attentes majeures exprimées systématiquement par les consommateurs (Facilitation, Transparence, Confiance, Humilité et l’émergente Prévenance) sont-elles parfaitement, partiellement ou faiblement intégrées par les experts de la relation client ?"

service customer customercare customerservice facilitation procedures processes personalization trust transparency

socialbusiness roadmap collaboration systemsofengagement systemsofrecord strategy changemanagement governance procedures

"It’s not something that will happen overnight. It certainly won’t happen in a kickoff meeting. And without a total organizational commitment to being customer first, building trust, and setting the company on a path where the idea of connecting with customers in real-time is embraced, it’s not likely something that will ever happen. And for some industries that may be okay, it’s still way too early to tell.

But for those companies looking for some guidance and a framework, I’ve broken the social business evolution process into four stages: Birth, Childhood, Adolescence, and Adulthood."

socialbusiness engagement customer identity goals policies procedures maturity culture