Browsed by
Month: May 2024

IS FRICTION HURTING YOUR ORGANIZATION AND ITS RELATIONSHIP WITH THE CUSTOMER?

IS FRICTION HURTING YOUR ORGANIZATION AND ITS RELATIONSHIP WITH THE CUSTOMER?

What is Organizational Friction? Organizational friction disrupts interaction with operations, customers, and vendors. Friction negatively impacts revenue, expenses, compliance, service, and most importantly “the customer’s experience”. What are the signs of friction? Lost sales, complaints on social media, wasted customer time, lack of coordination between departments, lower profitability, and regulatory/legal penalties are a few examples. Friction causes problems that shouldn’t have happened in the first place. Examples of Organizational Friction include complex on-line order web pages, transferring a customer by phone to…

Read More Read More

The Rising Need For A Chief Process Officer

The Rising Need For A Chief Process Officer

In a five part interview series George Dunn, President of CRE8 Independent Consultants is interviewed by Kevin Crane, award winning Producer of the Digital Transformation Podcast about the rising need for a Chief Process Officer.  Interview sections include the need for a Chief Process Officer (CPO), signs an organization needs a CPO, skills necessary to be a CPO, how to engage a CPO, and how CRE8 Independent Consultants can provide a part or full-time Chief Process Officer. George believes a…

Read More Read More

How CRE8 Can Provide A Full or Part-Time Chief Process Officer?

How CRE8 Can Provide A Full or Part-Time Chief Process Officer?

In Part 5 of his interview Kevin Craine, Producer of the Digital Transformation Podcast asks George Dunn, President of CRE8 Independent Consultants, “How Can CRE8 Provide a Full or Part-Time Chief Process Officer?” George discusses how, over the years, he has found that although computer vendors were happy to sell their products to organizations, there was no one in the front seat with the client helping to develop application requirements, evaluate vendor solutions (abilities, ROI), and help hold vendors accountable….

Read More Read More

How Can A Chief Process Officer Assess And Improve An Organization?

How Can A Chief Process Officer Assess And Improve An Organization?

In Part 4 of his interview Kevin Craine, producer of the Digital Transformation Podcast asks George Dunn, President of CRE8 Independent Consultants, “How Can a Chief Process Officer Assess and Improve an Organization?” One approach, George discusses, is for a CPO to develop an enterprise (or division) process improvement plan and roadmap. This plan can articulate how to decrease process cost (and risks), increase process quality, efficiency, and service; and specify what process and technology changes are needed. For many…

Read More Read More

Is Your Organizations Digital Workflow Project Momentum Stuck?

Is Your Organizations Digital Workflow Project Momentum Stuck?

A common complaint from organizations and workflow software account representatives is once a successful digital workflow project is completed or several are implemented in departments such as IT or HR, the momentum stalls.  As an independent consultant, after conducting hundreds of workflow studies, for many different platforms including M365, Google, Laserfiche, OpenText, ServiceNow, Nintex, Hyland On-Base, Oracle, Kofax, FileNet/IBM,, and many others….. I believe three primary reasons for “project stall” is the lack of a well thought out and agreed…

Read More Read More

How Can The C-Suite Reduce Organizational Costs While Improving Service?

How Can The C-Suite Reduce Organizational Costs While Improving Service?

In a retreat, I facilitated for CEO, CFO, CHRO, CAO, CIO, and GLC we discussed how to reduce costs while at the same time improve service to customers and internally. Although there were many technologies discussed, such as AI and Machine Learning, we focused on three practical technologies that can provide immediate benefit – Digital Workflow, E-Signature, and Electronic Content Management. Digital Workflow eliminates the need to route information via email, phone, and paper by automating the intake, routing, decision making, and output. Customer and internal requests…

Read More Read More

Digital Transformation Consultant, Roles, and Responsibilities

Digital Transformation Consultant, Roles, and Responsibilities

A Powerful Tool Digital transformation is a powerful tool to automate manual tasks, lower costs, and improve your relationship with your customer.  Studies show that if planned for correctly, digital transformation will provide a return on investment from 25% to 10x. However, if not planned for correctly and you engage vendors, it’s like getting in a cab with no destination. while the meter keeps running. How To Be Successful? The number one key to being successful with digital technologies?  Selection…

Read More Read More

Does Your Organization Need A Chief Process Officer?

Does Your Organization Need A Chief Process Officer?

Chief Process Officer Need, Definition, and Consulting Assistance. Is There a Need for a Chief Process Officer? Is your organization under pressure to reduce expenses while at the same time, improve quality and service? Have past process improvement initiatives lacked sustainability and coordinated direction? Can issues (defects) in products or services result in customer service, liability, or regulatory issues? Does your organization need to innovate to be competitive? Is there a benefit to have process risks and improvement objectively measured? Is…

Read More Read More

How To Hire An ECM Consultant?

How To Hire An ECM Consultant?

Reason For ECM Consultant After specializing in the ECM industry for the past 25 years, I believe to be effective, an Electronic Content Management consultant must provide guidance, leadership, expertise in ECM and related digital technologies, business process improvement, and records information management/governance.   Today, ECM and related technologies include various tools, including capture, recognition, machine learning, content management, e-signature, e-forms, workflow, robotic process automation (RPA), AI, and electronic records management.    To be successful, an ECM consultant should be…

Read More Read More