business process transformation Archive

The current way we buy complex services through a purchasing department is to come up with elaborate detailed requirements, which often can only be implemented over several years. We put these out to bid, forcing the vendor community to respond with far more detail and waterfall project plans laying out in excruciating detail how

There’s no silver bullet for driving change; it’s a challenge in any organization and services providers and their clients struggle with this. In working with providers and buyers on transformation deals over the years, I observed the need for breakthrough metrics to drive the change through the buyer’s organization. As I mentioned in my

For large transformation projects, the services world has locked itself into a world permeated with high dead deal costs, wasted solutioning, and long transitions of nine to 18 months where the client sees low value and tries to get the provider to absorb the cost as well as expensive consultants and legal fees for

Automation has the essentials for introducing different kinds of business risks and risk at a different order of magnitude. The new risks manifest differently and have greater consequences than in a normal business process. The issue is the difference between type 1 and type 2 errors. Type 1 error. This is a normal error

There’s an old joke that asks how many psychologists it takes to change a light bulb. The answer is it doesn’t matter; the light bulb has to want to change. I think this has a deep truth when applied to the services market. Almost every service provider looking for growth sees that capturing a

We’re at an inflection point in the ITO and BPO services world where we’re about to see a new level of technology: automation. On the whole, automation is a good thing. But there are some significant aspects we should be aware of. One is automation bias. And it’s dangerous. When we move to automation,