Hello

At the Benchmarking forum Duncan Singleterry from BT mentioned that BT were looking to streamline their process to 3 key processes and 2 key metrics. Is there a view this is becoming more common place with the large blue chip companies and does anyone have any examples of other organisations doing the same thing?

PaulaJ:

Hello

At the Benchmarking forum Duncan Singleterry from BT mentioned that BT were looking to streamline their process to 3 key processes and 2 key metrics. Is there a view this is becoming more common place with the large blue chip companies and does anyone have any examples of other organisations doing the same thing?

I can't speak for all organisations, but it seems to make perfect sense. Every organisation needs to have a way of prioritising initiatives and also a view of its processes that it can measure improvements against in a consistent way over a period of time, otherwise it's very difficult to know the effect that initiatives have.

However, what I would say is that this isn't revolutionary thinking - this is basic process level related work that you will find in almost every process related paper! I think this demonstrates how infrequently people look externally to any degree in order to improve...

I think this notion  of three key e2e proceses is capturing quite a bit of attention in the industry.

However some care is needed in putting the statistical measures for these processes  together as the move to complex value networks requires that the performance of individual operators can be combined to derive an overall performance.

 

Some statistical metrics  such as averages  can lead to misleading conclusions when combined.

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Dave Milham
Customer Experience e2e Service Quality Management

Yes, agreed. But having a small number of key metrics does not in any way imply the rigour that goes into analysing ways to improve these, or why changes occur. One must understand the factors that contribute to these metrics, whether it be advisor skill levels, knowledge given to resolve issues, customer communications etc.