In this article, we take the customer’s perspective on online returns and complaint handling procedures from three companies in one industry.
Case studies | Quality management (QHSE)
Article on how SAPA Group’s 8D complaint handling processes balance cost and customer loyalty. Gluu has applications to do this simply.
Case studies | Process governance | Quality management (QHSE)
A case study with a Danish Road Service Operator about their process documentation tool and how they work with Quality Management in practice.
Case studies | Lean management | Quality management (QHSE)
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.
Perspective | Process management
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.
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 | Process management
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?
Lean management | Process improvement
Businesses often slow when they reach 20, 30 or 50 people. Why? This post argues that it happens when operations gradually consumes most of the time to lead. The company never becomes process-driven.
Process architecture | Process governance | Process management
How do you assess if your organizations are progressing towards becoming “process driven?” This post argues that it’s about looking at a change in behaviour and adjusting the existing assessment models.
Process engagement | Process improvement
Involve co-workers from the start if you want a culture of continuous improvements to evolve and be effective. Learn how Gluu can be really helpful in this case.