Live Webinar – May 13th, 2014 1:00 pm – 2:00 pm EDT
Duration: 1 Hour Credits: 1 PDU Category C – Free PDU
Sponsored by: PEX  – The Process Excellence Network

Automated Rapid Process Improvement at Pitney Bowes

At Pitney Bowes, the winner of PEX Network’s Best Process Improvement Project award 2014, customer satisfaction is one of its top priorities. But despite recent improvement efforts, the company found there were still situations where they were finding it difficult to get Customer Service Time within agreed service levels and error rates.

In this webinar, Ronnie Mahabir, Senior Manager, North America Call Centre Operations, will share some of the pitfalls and learning points on how they accelerated customer response time by 56% and saved 30% of operating costs without involving an army of consultants or changing the IT infrastructure.

Find out how they achieved these results in less than 90 days using StereoLOGIC Automated Discovery.

Join this webinar to:

• Learn how Pitney Bowes developed an Automated Rapid Process Improvement practice that accelerates the achievement of improvement goals throughout the company
• Understand the power of continuously visualizing the “hidden world” of what employees actually do, how much time they actually spend and what mistakes they make
• Identify ways that you can quickly discover and measure processes to find and fix process issues including visualizing employee processes, time, deviations and inefficiencies

Then, industry expert Jim Sinur will interview Pitney Bowes:

• Hear the Challenges Pitney Bowes had to overcome to deliver these impressive results
• Hear how process intelligence technologies help deliver these benefits
• Hear the Pitney Bowes plans to leverages the StereoLogic process intelligence technology in the future

Presenters: 

Ronnie Mahabir Senior Manager, North America Call Centre Operations Pitney Bowes  has worked for 18 years in managing customer services. Ronnie has been managing employees and sub-contractors working in multiple distributed call centres and back-offices, both domestic and outsourced.  In 2014 he has implemented a new Automated Rapid Process Improvement approach, which brought to company large savings and improved the quality of customer services. Ronnie’s project has been presented at 2014 PEX conference, where won the award for the Best Process Improvement under 90 days.

Jim Sinur  CEO of Flueresque (LinkedIn profile) BPM Expert is an independent thought leader in applying business process management (BPM) to innovative and intelligent business operations (IBO). Gartner emeritus and author of Business Process Management: The Next Wave  Jim is a leader in process management approaches. His focus is on business process & innovation, and business policy/rule management (BRMS). When with Gartner, Jim was critical in creating the first Hype Cycle and Maturity Model, which have become a hallmark of Gartner analysis, along with the Magic Quadrant.

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PDU Category C (PMBOK 5) documentation details:

Process Groups: Executing
Knowledge Areas: 4- Integration 5 – Scope

• 4.1 Develop Project Charter
• 4.2 Develop Project Management Plan
• 4.3 Direct and Manage Project Work
• 5.2 Collect Requirements

As a Category C ‘Self Directed Learning Activity’ remember to document your learning experience and its relationship to project management for your ‘PDU Audit Trail Folder’

ick to register for Accelerate Your Journey to Improve Customer Satisfaction and Reduce Operational Cost