Digital Transformation

Digital business requires rethinking an industry, not just your business

"If you can dream it, you can do it."  - Walt Disney Digital Business is here Digital business is here and it is already clear what an epic shift it is - in how we live and how we work. What is it? It is potential changes in the way consumers and businesses operate in a world in which all things are connected, those things produce data, and that data is available to be analyzed. Though still early days in this digital era, we can already sense a seismic change in our daily life, akin to the one experienced in the 1920's when electrification, telephony, radio and automobiles hit all at once. Watches that monitor our vital signs, communicating with our doctors Agents that surf the net for us, pointing out things we need to know Cars that drive themselves, available when and wher...

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Lean

Straight-through Processing – Lean transaction flow comes of age

STP Defined Straight through processing (STP) are transactions executed without human intervention within or across entities. Lean process design combined with enabling technologies have allowed data to be relayed across systems without re-keying, reducing time to process in some cases from days to seconds. Although not limited to financial services the term is often associated with that industry where a major push has been on for years to reduce paperwork and settlement cycle times. Global banking leaders like Citibank are now recognizing regional banks for their ability to accomplish trades and payments with little or no manual intervention. In these institutions transactions only stop when they represent exceptions, when aspects are found to beNIGO - "not in good order." Tec...

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Enterprise Process Management

Complexity Limits Potential for Transformation

  Process complexity holding us back In its 2016 Global Transformation Study, KPMG found the complexity of the operating model was the number one reason why transformation efforts fail. According to Gartner's 2015 study on Digital Business, lack of business process maturity will limit 80% of businesses from realizing the full potential of going digital.  As organizations ramp up investment in digital business capabilities, failure to comprehend and master complexity can be a fatal flaw, blocking effective strategy execution.  How can this be?  Process improvement has been a major focus of business for decades.  And yet here we are - in a world overwhelming in its complexity.  How is it that after all the time, energy and money organizations have invested in making work simpl...

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Conferences

Bringing Agility to BPO Governance and Pricing – Webinar

Digital BPO Webinar Series “Digital – The Key to Unlocking Operational Transformation” Bringing Agility to Governance & Pricing: September 13, 12:00-1:00 PM EST To become competitive, new approaches to contract governance and pricing are needed to complement increasingly digitalized and fast moving approaches to service delivery. This webinar will investigate the effectiveness of more agile approaches, with stronger impact on business outcomes. Featured Expert Speakers: John Willmott, CEO, NelsonHall Gregory North, President, Globe North LLP Carlos Hernandez, Partner, Avasant Register...

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Conferences

Outsourcing Institute Hosts Interview with Gregory North on BPO and Digital Transformation

Recently I had the opportunity to sit down with Outsourcing Institute President Daniel Goodstein for a virtual chat about trends in today's BPO market, what digital disruption and transformation represent as challenges and opportunities for BPO clients and providers, and suggestions to maximize the potential for success at this key moment in the evolution of BPO. To watch - click here:  http://oievents.com/oi-executive-interview-with-former-xerox-cpo-gregory-north/ Key points from the interview: • Lines are blurring between what we have traditionally called BPO and digital transformation.  There is no one metric tracking deal volume or growth rates, which vary radically from lower in areas like Call Center Outsourcing to higher in BPO cloud analytics and BPaaS. • Believ...

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Conferences

Outsourcing Institute Holding Digital BPO Innovations Conference – Gregory North to Co-Chair

The Digital BPO Innovations Conference being held in October in New York City is newly re-focused around the impact of Digital on BPO, to help industry leaders get together to discuss and strategize how the industry is rapidly evolving and enabling organizations to transform into digital enterprises. With a focus on the next wave of innovative technology trends and business models, this conference provides a beacon for sourcing and business executives to make strategic decisions and enable successful business outcomes. "Digital transformation is not just a challenge to the BPO market, it is a tremendous new lever. As consumers we see every day the power of converging internet, data and mobile technologies to change our lives. We expect that power to be harnessed to re-imagine work...

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Lean

Gregory North leads the world’s largest Value Stream Mapping event for New York State Lean

Last month New York State Lean took its award-winning program to new heights during a session in which more than eighty teams from agencies across state government worked in parallel to generate one hundred and fifteen value stream maps - in less than two hours!  I had the privilege of leading the event which was organized by NYS Lean Director Erika Choi (pictured with me above). Simultaneously working on four levels of the Empire Plaza Convention Center, teams used basic Lean tools to...Read More  

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Lean

New York State’s Lean Initiative Wins Citizens Budget Commission’s Prize for Public Service Innovation

Governor Andrew M. Cuomo today announced that New York State’s Lean Initiative received the 2016 Citizens Budget Commission’s Prize for Public Service Innovation. The Lean Initiative is an innovative public-private partnership designed to make government more efficient and responsive, which has had widespread impact since its inception in late 2013. The CBC Prize is awarded annually – in alternating years to either a New York State or a New York City agency – to recognize and promote successful innovations in the delivery of public services. The Prize will be presented at the CBC Annual Dinner on Thursday, April 7th. “Our administration is delivering on the promise to improve government service and reduce costs for taxpayers,” said Governor Cuomo. “We have...Read More

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Uncategorized

Time for High Value Process Excellence

Process is fundamental to the way we work and yet for too long it’s been confined to specialist quality or process improvement departments. Isn’t it time that process played a more prominent role in the boardroom? That seems to be happening in certain pockets of the industry as Xerox Business Services has appointed Gregory North as its Chief Process Officer. In this PEX Network interview, North describes the new role as well how process excellence needs to move beyond the jargon and speak the language of business to truly drive results.   Read More

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