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Reengineering Customer Support
Reengineering-Part 1-Eight Key Indicators
What is reengineering? Will your organization benefit from it?
Reengineering-Part 2-Start Assessment
How to perform a thorough operational assessment.
Reengineering-Part 3-Finish Assessment
Final stages of a thorough operational assessment.
Reengineering-Part 4-The Team Approach
Using the 'Collaborative Team Approach' to launch reengineering projects.
Reengineering-Part 5-Data Collection and Analysis
The data collection and analysis process.
How to design a new process model for your organization.
7 different categories of implementation issues to be addressed in implementing a new process model.
How to 'fine-tune' your new model after you have 'gone live' with it.
The "Future State" of Customer Support
The steps an organization needs to take before it can create a 'roadmap' to it's desired 'future state'.
Selecting a Project Leader
Tips on selecting an internal project leader for a reengineering project.
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