In service industries intellectual capital is likely to be your biggest asset. Therefore many business excellence initiatives will focus on the methodologies and knowledge required to provide excellent service to delight and retain customers.  The risk is that much of this information is in employee’s heads, and working documents are scattered across PC’s.  Information is at its most valuable when delivered in context to the task at hand.  As a consequence capturing business processes and associating with these the methodology documents, guidelines, forms and the application systems required to complete tasks, can have a dramatic effect on business excellence, and provide an approach to “Knowledge Management” which is both business and action orientated.

Control 2007 enables organizations to capture their business processes in a format readily understood by all staff, from CEO to call center operative.  You associate documents, forms, system links and other assets to the process and deploy the resulting content to all employees through a personalized, collaborative portal.  All stakeholders at every level in your business can see how the business operates and easily access guidance related to their role and tasks.

Several of our consulting organization clients package their methodology for customer engagements in this way, providing a best practice toolkit for consultants in the field.

Capturing your business processes is not an end in itself.  It’s the foundation on which to successfully build all manner of performance improvement and quality initiatives.  Consult the solutions pages for more examples, and access the selected resources below to learn more.

Resources