With the execution of automated and manual processes becoming more and more important, it is essential to be able to develop KPIs effectively to communicate the status of that performance. Most importantly is the ability to reduce the time to implementation or the amount of time from the “request” for information to the “delivery” of that information.
One area provides management teams and business stakeholders the most value is to visual process status. Only understanding one particular aspect of the process can leave potential bottlenecks unidentified. Seeing the status of the entire process as it is laid out is key to finding those bottlenecks for resolution or assuming an acceptable level of risk
Currently on Centerview 4.0, improvements are planned for an early 2011 release of Centerview 5.0. These will include increasing the velocity of what can be considered already quick implementation timeframes with the Centerview product.
Also, Corda talks about the ability to not just show information from the process being monitored, but to provide ‘metadata’ on how that information is being used by internal teams. This application usage ‘metadata’ can be used for internal human resource improvement or setting goal targets.
As telecom organizations move toward nearly automated processes for operational processes like product/service provisioning; understanding and visualizing those processes will become paramount. Service Level Agreements (SLA) will drive not only customer experiences, but have an impact on partner agreements as products move from the world of features of the network to IP-based applications that operation on the network
Just as important will be to understand the controls associated with who is using that data/information. Teams that embrace the monitoring and management of the process KPIs to impact their performance should show associated improvements in their team productivity and KPI goals.
Process management status visualizations will be more important as organizations continue their process automation. Rapid and effective implementation and iterations of those KPIs could mean the difference between leading and following in a particular industry.
Posted August 20, 2010 3:49 PM
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