Often times Business Process Improvement (BPI) has been a bottom up, local initiative to improve the performance of one functional group. Unfortunately, this approach had limited value, created complexity as each function had their own processes, and groups lacked the tools to measure the impact of their changes on other functions.
Listen to Mark George, Managing Director, Global Operations and Process Transformation at Accenture and Craig Seebach, VP, Workforce Optimization Business Strategy at Verint, as they discuss a customer outcome approach to BPI. This approach takes a top-down view, looking across functions and processes
