Articles by

Søren Pommer

Søren Pommer is the founder and CEO of Gluu. Before starting Gluu in 2011, he led global digital projects at Philips and served as COO of a digital agency, where he experienced the challenge of making process management practical and engaging.

Drawing on this background, Søren built Gluu to help organizations turn process complexity into clear, actionable ways of working. Today, teams in nearly 60 countries use Gluu to coordinate and improve processes end to end. He continues to advocate for more human-centered approaches to process excellence that empower employees rather than constrain them.

Case studies

Complaint Handling: Customers’ first impressions

In this article, we take the customer’s perspective on online returns and complaint handling procedures from three companies in one industry.

Quality management (QHSE)

Complaint Handling Processes at SAPA Group

Article on how SAPA Group's 8D complaint handling processes balance cost and customer loyalty. Gluu has applications to do this simply.

Quality management (QHSE)

Complaint handling – Five tips to establishing loyalty

This five tips about complaint handling will establish loyalty. It's really important to handle complaints the right way and for that need the right tool.

Case studies

A Road Service Operator’s Process Documentation

A case study with a Danish Road Service Operator about their process documentation tool and how they work with Quality Management in practice.

Quality management (QHSE)

The state of ISO 9001:2015 in small businesses

This is a case on quality management that meets ISO 9001 requirements. It's the first in a series of cases that are based on conversations with European companies. With this series we want to show the many ways companies work with management systems and processes.

Quality management (QHSE)

Is your ISO 9001 certification just for the wall?

80-90% of all ISO 9001 certified organizations were only certified because regulatory and/or customer pressure forced them into this. In such organizations the management system is often only on the agenda when an audit is coming up. At that time a few people scramble to update dated documents to reflect reality. Will the coming ISO 9001:2015 change this?

Quality management (QHSE)

Quality management tools

Most people understand integrity is crucial to forming lasting relationships with others. However, in business, this is a rare topic. This post will argue that a company's integrity depends on its ability to keep its quality system (e.g. ISO 9001: 2008) up-to-date.

Perspective

Are you on a path into a process wilderness? (Part II)

If BPM is failing then what does the path to failure look like? This is the 2. part of a story about a company that did everything right and still ended up failing.

Process Excellence

Are you on a path into a process wilderness?

If BPM is failing then what does the road to failure look like? BPM's successes are widely promoted. Its failures are hidden. Sometimes we can learn more about a failure than a success. This is a story about a company that did everything right and still ended up failing.

Perspective

Is Business Process Management failing?

Large companies have invested Billions of dollars in software, in process excellence teams and in consulting for continuous improvement. After storing thousands of complex process diagrams in databases it is time to stop and think. Did it work?