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Podcasts
- Integration, Agility and Driving Value at BNP Paribas
Lionel Loiseau, Head of the BPM Competency Centre at BNP Paribas, joins Finance IQ to talk about Business Process Management (BPM) in Financial Services. He explains the importance of BPM for BNP Paribas and outlines the key first steps in setting up a BPM Competency Centre. The interview then takes a look at people and change management in terms of winning hearts and minds to deliver enterprise-wide success. Lionel also sums up the BPM Competency Centre's most remarkable achievements and gives us a taster as to what’s coming next. And finally, we ask him to give a ‘60-second elevator pitch’ to sell a BPM programme to a CEO.
- How Business Transformation can better align your organisation’s business with its customer
In this Profit through Process podcast, Thom Keehan, Business Transformation Leader for GE Capital Banking Romania, speaks to Six Sigma IQ on how to leverage Business Transformation for better alignment of your company's business with its customer. Keehan is a featured speaker at IQPC’s Business Process Excellence in Financial Services Exchange in September.
- Business Process Reengineering using BPM Solutions: A Chubb Case Study
Are you looking to implement Business Process Management (BPM) within your organisation? This Profit through Process podcast will provide you with tips and advice for beginning your BPM journey. Six Sigma IQ speaks with Jorge Rosas, Corporate Development Vice President, Quality Manager at Chubb Group of Insurance Companies and ASQ CQE, who discusses how his organisation determined the right BPM solution for its business process reengineering efforts.
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Customer Service Excellence Within the Call Center Environment: A Discussion with Derek Bishop, AXA
In the current economic crisis, ensuring that your company is operating its call center effectively is critical. Derek Bishop, the former Head of Customer Service for the global financial security firm AXA speaks with Customer Management IQ's Blake Landau about the challenge facing call centers today. With extensive experience in the financial services industry, Bishop explains why now more than ever it's crucial to listen to the voice of the customer. He also provides some lesser known tools to leverage within the call center including social networking. In this podcast you'll hear practical advice on how to thrive in the current environment and how to create strategic alignment across an organization.
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Taming Tigers Podcast
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Taming Tigers Transcript
Videos and Webcasts
- The back story behind Citi Bank’s Business Process Reengineering Program
Sofie Blakstad, Head of Reengineering O&T EMEA for Citi Bank, shares her company's business process reengineering story. She discusses; the multi-level reasons behind why Citi Bank initiated its business process reengineering program upon the aftermath of the financial crisis, how critical success factors, which include strong senior management support and a tailored approach to implementing business process reengineering tools to particular processes, have led to Citi Bank sustaining its program, the key lessons learned throughout the business process reengineering deployment
- Jon Moulton, founder & managing partner of Better Capital
An in-depth, crash-course study from Jon Moulton on Private Equity strategy and creating opportunity in the face of setback.
- British Gas: Innovation and Excellence from Within
Cem Miralay, Programme Director of Contact Centre Systems Tranformation at British Gas, walks us through the strategies and successes in moulding the business process, from creating buy-in, to improving services during the recession.
- Fabrizio Majorana Leans Out the Banking Industry
Fabrizio Majorana, Chief Quality Officer, UniCredit Group, presents a case study on the success of using Lean in the banking industry.
Articles
- Deutsche Bank Takes the Customer Experience to the Next Level with BPM: An Interview with Abhijit Gupta
In this Six Sigma & Process Excellence IQ interview, Abhijit Gupta, the Head of Client Access and Trade Financial Application Services in Global Banking IT at Deutsche Bank, talks about how his division has used a BPM approach to improve the client experience.
- Implementing BPM Enterprise-Wide – interview with John Jarrett, AGF Trust
In this interview, John Jarrett, Director of Business Process Management at AGF Trust, a premier Canadian-based investment solutions firm, discussed the benefits of deploying Business Process Management (BPM) across an organisation and revealed how to take the first steps in creating an enterprise-wide strategy.
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Using software to boost BPE
Research carried out by IQPC Exchange revealed that IT has become a key focus for financial firms considering how they can improve their BPE efforts and be fully prepared to seize new opportunities for growth. Almost 60 per cent also stated that firms are specifically looking to invest in business process management (BPM) software, as well as process mapping and modelling tools, as they reconsider their current operations.
- Survey Results Business Process Excellence in Financial Services 2010
In preparation for the 2010 BPE Finance Exchange, IQPC Exchange surveyed our Process Excellence Executive network on both the buy and the sell sides to gain a unique insight into the challenges and priorities facing the industry in 2010 and beyond.
- Aegon seeks business process excellence
In this article, Aegon Chief Executive Officer Alex Wynaendts, talks about the Dutch Insurer's recent process excellence initiatives and future plans.
Courtesy of DST Global Solutions