Articles

Using Process Mining to Removing Operational Friction in Shared Services

Using Process Mining to Removing Operational Friction in Shared Services

Both Shared Services Organizations (SSOs) and Process Mining (PM) aim at improving performance and compliance of operational processes. The key idea of Shared Services is to share efforts and resources for processes that are common among organizations or departments.

The goal is twofold:

  • Increasing efficiency and reducing costs by avoiding the replication of resources
  • Improving quality and effectiveness by the industrialization of service processes

SSOs aim to provide 'economies of scale', but many of these projects fail because moving the work to a central location may lead to hand-offs, rework, duplication, and ineffective communication. Fortunately, Process Mining can be used to address these problems. To learn more, continue reading the article.

Amazon HR: We Like To Test Things Here

Amazon HR: We Like To Test Things Here

In contact centers it’s generally taken as an article of faith that first contact resolution (FCR) yields a better customer experience than requiring multiple contacts. Makes sense. But because Amazon is prone to questioning things, we wanted to see if this was the case for employees contacting our Employee Resource Center (ERC), and particularly to understand how much more satisfied employees were if we resolved their question on the first vs. second or third contact.