Juma Vera (Maitreyi Gautam)
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What is meant by Business Process Management?

6/4/2018

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Business Process Management is defined by the activities involved in an organization that include identification, evaluation and improvement in various processes of a business. It is used in many industries but is most popular amongst the IT industry. Businesses tend to use this action in order to increase customer satisfaction, efficiency, effectiveness and overall performance.

The idea of business process management is to lower, or diminish, errors that are caused by employees in the workforce. Common causes of these errors include miscommunication. It is necessary for employees to understand their various roles in an organization and to be managed accordingly. It is a system of management that is not just another tool or software to use but requires employee’s participation in order to succeed.

A major different between business process management and workflow software is that business process management does not solely use a set of tasks to reach a desirable solution but encourages individuals to continuously contribute to improvements in an organization’s processes as well.

Simply put, business process implies the various stages involved in reaching a specific goal. Either systems or individuals perform the activities involved in the stages. The activities can take place in sequence or at the same time, depending on the issue at hand. It is thought of as the necessary stages in order to adequately perform tasks that need to be done to successfully reach a goal.

There are many processes involved in business process management, some of which are more applicable to certain situations than others. Various processes are typically determined by: time frame, volume, department, difficulty and industry. Not all processes will necessarily be included in order for business process management to reach the goal. There are five main stages of business process management: model, automate, execute, monitor and optimize.

During the first stage of business process management, a model is created as representation. This stage is vital in determining the processes involved in order to reach a goal and allow stages to begin developing, without going into specific detail yet. The automate phase uses the model and general ideas involved to come up with more detailed directions. This can include instructions, rules and other important aspects of the process.

During the execution phase, instructions outlined in the automate phase are monitored and evaluated until the entire process is complete. The monitor phase specifically measures and analyzes the improvements made. The final stage known as the optimize phase uses the information gathered from the entire process and makes it applicable to situations in the future.
Sandhya U Bhat MSc, CSSMBB, CSSE has developed several new (under patent filing) and enhanced existing strategic methodologies to improve technology and human capital utilization, produce greater ROI on investments and streamline service delivery. She is an acclaimed author, speaker, a sought after thought leader and an avid world traveler.
​#ProcessModelling #BPM ​#BusinessProcessMapping #BenefitsofBPI #ROI #BPI #BPR #ProcessMapping #LearningandDevelopment #CorporateTrainingTV #Leadership #Management #Coaching #Mentor
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Strategic Roadmaps

9/28/2017

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Strategic Roadmaps with Actionable Steps
Strategic Roadmaps with Actionable Steps
If you were asked to get in your car and simply drive- it will probably take you quite aback! At the very minimum, you would like to know the destination, route and other trip details. Even though stepping out on a road-trip without a proper game-plan would be considered ludicrous, it’s amazing how many organizations operate that way! This is not only the case with mid and small size companies but also with major Fortune 500 corporations!

Even though words like Strategies and Roadmaps are some of the most used (and abused words) within management teams,  one seldom sees clearly chalked out roadmaps and defined strategic actions that will help them traverse that journey.

So, what are Strategic Roadmaps?
Similar to the route-maps which are used for road-trips, a business road-map helps us to define our starting point, our destination, i.e. the business goal/ objective which we wish to achieve and possible routes that can get us there.

Roadmapping was pioneered by Motorola in the 1970-s to plan their technological capabilities so they can meet their strategic and commercial objectives. Since then this strategy and methodology has come a long way.

Roadmaps help us to carry out strategic actions that link our assets and resources (including Human Capital) to our corporate vision, values, goals and objectives. Roadmaps helps us to define how a particular group within an organization intends to carry out its function for a given length of time while also supporting other groups within that organization to meet individual  group and corporate goals & objectives. Roadmaps also help to point out where one may need added support from another group within the organization or possibly outside vendors or other internal/ external stake holders.

Graphical representation of roadmaps makes it easier to identify and represent the often complex links and dependencies between goals & objectives of various groups within an organization. They also help to initiate dialogues and workshops with teams and stakeholders to ensure that all parts of the organization are truly moving in the same general direction towards the shared vision for success.

Tactical roadmaps on the other hand help us to further drill down into details and define how an item from the Strategic roadmap will be worked out.  It would provide action steps and task level details for work that will need to be completed by a specific timeline, budget and set of resources. Usually such tactical maps are simply referred to as action plans during roadmapping workshops.

When properly implemented, Strategic Roadmaps can reduce workforce stress and encourage better communication & collaboration between various groups within an Organization. In addition, it also helps employees to better understand their role and how they contribute to the team, department and organization. By clearly understanding their funtion within the grand vision-mission-goals framework; employees feel less stressed and better engaged. You may want to read:  Understanding Employee Engagement 

Questions you may want to ask in your team are:
1. Does your team have a strategic roadmap in place for the function it performs within your corporation?
2. Do you really understand how, i.e. with what level of efficiency, you are truly contributing to your corporate vision and success-objectives?
3. Are you sure that you are truly utilizing full benefit of all your assets? This includes budget, software applications (technology), tools & techniques (architected processes) as well as people-resources?

If you are not able to answer any of these questions with a firm clarity, then you should definitely consider Strategic Planning (with actionable roadmaps) as your key initiative in 2015. In today’s uncertain economic times, where any task that improves cost-efficiency is very much applauded; chalking out such Strategic roadmaps will help your team to work in an efficient, streamlined manner and in full alignment to your shared corporate goals & vision.


Sandhya U Bhat MSc, CSSMBB, CSSE has developed several new (under patent filing) and enhanced existing strategic methodologies to improve technology and human capital utilization, produce greater ROI on investments and streamline service delivery. She is an acclaimed author, speaker, a sought after thought leader and an avid world traveler.
​#Roadmap #Strategy #Design #ContinuousImprovement #Management #CorporateTrainingTV #LearningandDevelopment #Leadership #Management #Coaching #Mentor
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How Lean can streamline IT-Operations

8/14/2017

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Lean methods increase productivity by reducing waste and streamlining processes. This structured approach is not only helpful in the long run, it is much easier to implement than most people think! Implementing Lean ways does not have to cost the organization an "an arm and a leg"! Small changes when strategically and cost-effectively implemented do go a long way in making lasting progress...
How to use Lean Principles to streamline IT Operations Lean is not just about implementing new processes. It is about having an
How Lean can streamline IT-Operations
#LeanIT #LeanOperations #ImproveITOperations
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Comparison between Traditional IT Operations and LEAN- IT Operations

4/18/2017

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PictureComparison between Traditional IT Operations and LEAN- IT Operations Growth is organic. IT department keeps trying to stay abreast of rapidly changing technology and wide range of client requirements across the organization. There is structured approach to growth, expansion and sustainment. Quality Indicators (QIs) and Key Performance Indicators (KPIs) are included within the IT Service Framework to ensure that client requirements are truly met while also attaining the greater vision for IT department and the Organization.  Even when IT is trying hard, clients feel unrepresented and are disengaged. This further makes it difficult for IT to roll out applications which will be optimally utilized by the client. Over time, this becomes a big relationship hurdle leading to waste from over-processing and under-utilization of applications and resources. Lean-IT principles help to eliminate waste of technology, capital and resources. In addition, by appropriately incorporating client’s requirements and feedback in application selection and project roll-out; there is a marked increase in client satisfaction and engagement.   Client feedback is obtained from complaints and Relationship managers. More vocal clients end up getting more attention, even though this may not be in the overall good of the Organization or IT Department. Structured approach to including Voice of Customer (VoC) and factors that are Critical to Quality (CTQ) into the Voice of Process (VoP).
#LeanIT #ContinuousImprovement #LeanITOperations
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Know your Client Spectrum

11/28/2015

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We are all aware of the basic Customer Service mantra- "Know your Customer". It just makes sense that we gear our services and their delivery methods based upon our customer's requirements. Organizations- that are very careful to follow this adage with their outside customers, totally forget to follow it for their internal clients!

Internal clients are equally important, as they help to successfully run the Organization and help bring out better products/ services for all. Internal clients are also different, in that they typically have a whole range of requirements, depending on their role and function in the grand scheme of things (of running the Organization). This introduces the concept of Client- Spectrum. By knowing your clients, you can help enhance their customer experience and also increase service delivery effectiveness and performance efficiency.
Typical Method of Working
  • The wide range of client-areas and their specialized requirements are not understood.
  • More time is spent mainly in defining service delivery, without truly understanding how each client group will utilize them.
  • Client feels unappreciated and resents Service Delivery team.

Optimal Method of Working
  • The wide range of client-areas and their specialized requirements are understood and utilized to define Service Delivery methods.
  • There is clear understanding of how each client group will utilize and benefit from various services.
  • Client feels appreciated and valued. This leads to higher customer satisfaction rating and better performance morale within the Service Delivery teams.

You can increase your Service Delivery effectiveness by understanding your Client Spectrum and by knowing your clients you can enhance their customer experience…
​#LeanIT  #ITOperations #ITServiceDelivery #SandhyaBhat #LearningandDevelopment #CorporateTrainingTV
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What's in a name?- IT 'vs' IS

11/22/2015

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There is always a debate if technology division within the organization should be called as IT- Information Technology or IS- Information Services. Here is a quick video on why one is the preferred name along with reasons and merits for that choice.
​#IT #IS #Operations #Technology #Service 
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Understanding Shared Services

11/22/2015

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Leaders constantly face tough decisions to optimally provide internal services at lowest possible cost. Questions constantly arise if the service costs are appropriately allocated across the entire organization, correctly reflecting true profitability of each organizational-unit. To address some of these issues, there has been quite a surge in companies wanting to go the “Shared Services” route.

Here is a quick overview of what is Shared Services, how it differs from Traditional model and it's benefits.
​#SharedServices #DeliveryModel #ServiceDelivery #IT #IS #HR #LearningandDevelopment #CorporateTrainingTV #Leadership #Management #Coaching #Mentor
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Cloud Computing Security Concerns

9/6/2015

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Should you choose Cloud Computing for Enterprise Systems?

Technology Tool selection is a very important and expensive decision for any organization. As cloud computing is gaining prominence as well as popularity, it is wise to re-consider some of these key security concerns with Cloud Computing.
You need to consider these points to determine the best solution. Here are nine security concerns which are listed by Cloud Security Alliance (CSA)-
  1. Data Breaching
  2. Data Loss
  3. Account or Service Traffic Hijacking
  4. Insecure APIs
  5. Denial of Service
  6. Malicious Insiders
  7. Abuse of Cloud Services
  8. Insufficient Due Diligence
  9. Shared Technology

Many of them relate in one way or another to the weaknesses implicit in Shadow IT. Several are intrinsic to ALL information technology systems. These are further complicated by different data governance laws in different countries.
​#cloudcomputing #cloudsecurityconcerns #cybersecurity #computersecurity
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Shared Services Model, what is it?

12/4/2014

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Leaders constantly face tough decisions to optimally provide internal services at lowest possible cost. Questions constantly arise if the service costs are appropriately allocated across the entire organization, correctly reflecting true profitability of each organizational-unit. To address some of these issues, there has been quite a surge in companies wanting to go the “Shared Services” route.

Traditional service method typically has a decentralized approach. Even if a service is controlled by the same set of people; actual service delivery tends to have variance in process, resources, timeline and quality. Usually such traditional methods have evolved with the company, i.e. as needs arose; services were put up in place for that particular part of the organization. When similar services were requested by another area within the organization, previous delivery model was mirrored to resolve that requirement.

For a leader wanting to take a more centralized, shared-service model approach- it can seem quite a challenging task. There can be much resistance to letting go of the old way and simply put there tends to be “resistance to change”. In such a scenario, reliable and easy to understand information can be very helpful to a Business Driver, for laying out the pros and cons of “Shared Service Model”; making it an obvious choice for Senior Leadership buy-in.

There are many white papers, strategies and tools out there. A simple keyword search will provide extensive details on techniques, tools and methodology by almost every famous service provider. It can make things confusing for a non-technical decision maker. So, let’s cut the fluff and look at Shared Services Model in simple, easy to understand non-technical terms.

What is a Shared Services Model?
By definition, Shared Services is the provision of a service by one part of an organization or group to the entire organization, where that service was previously offered in more than one part of the organization or group by the same or different set of providers.
So basically, In a Shared Services model, funding and resourcing of a service is shared by various groups within the organization, making it an internal service provider. In this way- cost is accurately shared by various service users while the internal service provider agrees to uniformly deliver across various organizational areas with measurable KPIs and quality metrics.

The shared services model is fundamentally about making optimum use of human and technology capital, time and other corporate resources to improve internal services and enhance the bottom-line. It does this by cutting costs, improving savings and enhancing process efficiency. A well-implemented and operated Shared Services Model can give any company a true competitive edge.

Who is “Shared Services Model- SSM” really meant for and what are some of its main benefits and pitfalls? What are some of its requirements for Technology enablement? How and why Process optimization plays a key role in successful SSM implementation? There are several such questions which arise and thru this blog-series we will sequentially address each one of them…
​#SharedServices #DeliveryModel #ServiceDelivery #IT #IS #HR #LearningandDevelopment
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    Picture
    Maitreyi Gautam has
    ​developed several strategic methodologies to improve technology and human capital utilization, produce greater ROI on investments and streamline service delivery.

    Maitreyi has more than nineteen years of experience as a senior strategic Management Consultant with Process Improvement, Business Relationship Management and Project Management specialization. She has particularly utilized Lean Six Sigma, Kaizen and ISO principles along with Scrum and Kanban frameworks. 
    View my profile on LinkedIn

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