Last week on his Theo Priestley suggests a great place to start with Case Management (and I would add) BPM implementations — Complaints and Enquiries Processes.
Complaints is perhaps one of the best processes to actually tell you from a customer’s perspective what is actually wrong with your organization, not what you think is wrong with it. Whether you like it or not, the customer has their finger on the pulse of your broken processes more than you do. And implementing an automated solution, whether simple workflow or full-blown case tool, will give you that much needed insight and tracking in order to support further process improvement and widen the scope for solution implementation.
via IT Redux
I could not agree more.
In fact, that blog post was published 1 day before I was speaking at the IBM Technical Academy in Athens about Modexe 180.
Modexe 180 is a light-weight case management solution for complaints management built on top of the IBM BPM product set. It’s something that we have been developing at Modexe — based on the work we have been doing with our clients.
I’m sure I’ll be writing more about it soon and, if you are interested, I’d love to talk with you about it.