Rationalization for Business Process/ Business Drivers

Streamlining Business Process With Interactive Intelligence's Interaction Process Automation

               

In any business environment, it can be difficult to ensure all work, people and resources are on the same page. Keeping track of all of these things to ensure the business is as efficient and productive as possible can be even more challenging. Interactive Intelligence has developed the Interaction Process (IPA) to provide a unified platform for tracking of all three in order to allow business processes to be automated more comprehensively. This all-in-one “communications-based process automation” (CBPA) solution is designed specifically for mid- to large-sized organizations that are seeking to automated people-intensive processes. And, while CBPA is a methodology, IPA is a product that moves beyond enabling communications within applications or business process management suites to actually become the platform. When implemented, the IPA orchestrates the processes across people, departments and existing core business applications. While it may seem odd that a communications vendor would offer such a solution, a closer look and it makes sense. Applying automation to a business process has the same basic requirements as automation in the multichannel contact center. Unified communications is used in the contact center to drive routing, presence and collaboration to the right. The same concept is applied in the business setting to move work through each step of the business process.

As a distinct, add-on module to the Customer Interaction Center (CIC) platform, the IPA provides a truly end-to-end automation process that any business can use in any process, providing meaningful automation and management. And, as a software-based solution, it can be installed as an extension of an existing CIC system and integrated into enterprise applications such as CRM, financial management, databases or other back-end business systems.

Reference:  Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page

Edited by Patrick Barnard

OVERVIEW

To improve the efficiency of a process, business or organization by simplifying or eliminating unnecessary steps, using modernizing techniques, or taking other approaches. In any business environment, it can be difficult to ensure all work, people and resources are on the same page. And in the business the streamlining process needed to build a process into the IPA to simply decide what information should be tracked in the process; design the user interface forms the end user interface forms the end user will see; layout the process flow and deploy.

Flattening Organizational Hierarchies to Improve Service Delivery

The hallmark of management anywhere is service delivery which can be influenced by, among other things, hierarchy in terms of number, size and commitment to duty. Perhaps, propelled by uncontrolled capitalist tendencies in service delivery in Nigeria (and perhaps in other developing democracies) leaves much to be desired as can be seen in the epileptic system of education with numerous man-made problems leading to poor output. The worrying situation has compelled the federal government to seek ways of improving the situation hence it established Service Compact with All Nigerians (SERVICOM) to start the clean-up programmed from the upper echelon of the organizational hierarchy. As a supportive role to the programmer, flattening organizational hierarchy to improve service delivery is suggested. This may find expression in bridged status gap, enhanced subordinate-centered leadership, improved communication network and time management, belongingness and commitment to duty among other benefits. Modalities to achieve this would include: collapsing manageable adjacent bureaucratic bus-stops or hierarchies, decentralization of power and duties, sanctioning undue reprisal attacks, declaration of “open days”, mentoring and pal-assisted leadership, recognizing individual skills and potentials, and action research among other strategies. Educational implication for this finds expression in SERVICOM work ethics in educational institutions, CUBE and UNICEF school community and low level decision-making programmers such as Community Level Education Development Planning (CLEDEP) and Whole School Development Planning (WSDP), and the recommendation of Vision 2010 Committee on Education that the administration of education be decentralized and power returned to the base among other things.

 By: Anselm Chidi Njoku

OVERVIEW

An organization's structure means removing layers of management from the reporting hierarchy.

Employees in flatter organizations tend to have more long-term pay incentives, like stock and stock options. This is close to what is traditionally seen in a partnership, with significant pay increases associated with promotion, and a greater emphasis on long-term incentives relative to short-term compensation, especially at the top. Actually a process of the business is based on the holder of the company how they manage and control each situation of the company.

If there were 10 levels of managers between the CEO and the fellow doing the work, and some layers are removed so that there are only 5 levels of managers between the CEO and the fellow doing the work, then the organizational structure has been flattened.

Posted By: Sarah Jean Icoy