“No Business Process Improvement initiative will last without being sustained by an improvement culture driven by shift thinking mind-set necessary to see the real issues and challenges with our current processes more deeply.” – Joseph Ebata

This was disclosed at the just concluded Business Process Improvement Workshop organised by the Nigerian American Chamber of Commerce and Bervidson Group held recently in Lagos at the Bervidson Training Centre, Lekki Phase 1. The Workshop drew participants from different industries and business verticals.

According to Joseph Ebata, President of Bervidson Group and facilitator of the workshop, we live in an uncertain economic times. Today’s organisations are struggling to survive in the face of many challenges; from economy, competition, technology, customer to people and process. To survive, today’s organisations must constantly innovate, find new ways to do business in other to become more competitive in meeting changing customer expectations.

However, against the popular thinking, and as correctly observed by Dr. W. Edwards Deming, “85% of the reasons for failure to meet customer expectations are related to deficiencies in systems and processes… rather than the employee.” To succeed therefore, organisations must constantly seek to improve their business processes to be more responsive to the changing expectation of today’s customers.

 

 

So, how can organisations improve their processes, – eliminating repetitive, paper-intensive, bureaucratic tasks, improving product/service quality, reducing costs significantly – in order to increase effectiveness and efficiency without compromising customer satisfaction? How can organisations innovate and optimize their current processes to increase competitiveness, productivity, employee engagement, customer satisfaction and reduced costs?

As organisations seek to innovate and improve their processes however, it must be noted that no improvement initiative will last without being sustained by an improvement culture driven by Shift thinking mind-set necessary to see the real issues and challenges with our current processes more deeply.

It is against this background that the Nigerian American Chamber of Commerce and Bervidson Group organised the Business Process Improvement Workshop to support organisations, showing them how to correctly and successfully undertake result oriented business process improvement projects.

 

 

This workshop employed the eight-step problem solving process using the ‘Plan-Do-Check-Act’ and ‘Cause & Effect’ BPI models to show how discerning organisations seeking to innovate their processes for greater effectiveness, efficiency and competitiveness, can successfully move from their current state to the desired state.

The workshop concluded that successful implementation of BPI, relies heavily on the continuous and sustained commitment of all, especially senior management’s buy-in. According to Sir Winston Churchill, “Continuous effort – not strength or intelligence – is the key to unlocking our potential.”

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