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Create a Winning BPI Playbook – Phase 4: Design This phase of the blueprint involves creating a design for process improvements which are drawn directly from the conclusions in Phase 3.
Create a Winning BPI Playbook – Phase 5: Implement This phase of the blueprint will define the future-state process map and build an implementation plan that includes direction for monitoring the changes made to the...
Optimize Your SQA Practice Using a Full Lifecycle Approach – Phases 1-3 This storyboard will help you develop a process to assess the current capabilities of your SQA practice, develop a comprehensive plan for your quality assurance...
Optimize Your SQA Practice Using a Full Lifecycle Approach – Phase 1: Assess Your Current SQA Capabilities This phase of the blueprint, Optimize Your SQA Practice Using a Full Lifecycle Approach, will help you assess and understand your current SQA practices as well as the...
Optimize Your SQA Practice Using a Full Lifecycle Approach – Phase 2: Define SQA Target State Processes This phase of the blueprint, Optimize Your SQA Practice Using a Full Lifecycle Approach, will help you identify and define SQA processes and metrics needed to meet...
Optimize Your SQA Practice Using a Full Lifecycle Approach – Phase 3: Determine Optimization Initiatives This phase of the blueprint, Optimize Your SQA Practice Using a Full Lifecycle Approach, will help you define optimization initiatives required to improve your SQA...
Drive Customer Convenience by Enabling Text-Based Customer Support – Phases 1-3 Your customers love mobile messaging services; leapfrog your competitors by having a strategy to provide first-rate service to them in this explosively popular channel.
Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 1: Create the Business Case for Text-Based Customer Support Read this phase for a clear direction on the drivers and value proposition of text-based customer support for your organization.
Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 2: Create a Technology Enablement Framework for Text-Based Customer Support Read this phase for prioritized requirements for text-based support and a vetted shortlist of the technologies needed to enable it.
Drive Customer Convenience by Enabling Text-Based Customer Support – Phase 3: Create Customer Service Workflows for Text-Based Support Read this phase for an overview of customer service workflows and escalation policies, as well as risk mitigation considerations.

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