Tag Archives: QandA

“BPM is only a milestone in the journey of process excellence”

With Ovum’s 6th Annual Business Process Management Forum taking place in November 2014, we gathered the thoughts of Deepa Tambe, Business Process Management and Improvement Manager at Lloyd’s Register, on her experience, her hopes from the event and her thoughts on enterprise BPM.

Firstly, something that we are always interested to find out is whether BPM experts have a mantra that they would recommend BPM practitioners to recite when undertaking their projects. Deepa has, and it is an excellent one: ‘BPM is only a milestone in the journey of process excellence’.

Our thoughts move on to BPM Forum; Deepa is discussing Organising BPM at the event, believing that an organisation’s culture plays a major role in the success or failure of the BPM project. When thinking about other case studies on the day, she is particularly looking forward to hearing from Alistair Watters from B&Q, on ‘Culture eats Strategy’, as she wants to hear his view on “transformation in the retail market, as it is changing very fast”.

With many years’ experience under her belt (or should that be under her Black Belt?), and with extensive experience of implementing business process management and improvement projects within various sectors including IT, Telecom, Education, Manufacturing and Engineering, we talk about some of the challenges of her job. Straight away, the main one is “encouraging people to use any system”. In an organisation where there is a mixture of experienced (30 years plus) colleagues, and a younger generation who are more intuitive with new technology, it is challenging to keep a right balance to enthuse all people. While younger colleagues easily take in, and almost demand, technology automation and updates, it can be sometimes seen as a complexity for the senior members of staff, who are the pillars of the organisation. So what is the best way to deal with this? “The only way to manage is through communication – at all levels and types”.

Going from the actual to the conceptual, we ask Deepa what one thing she would implement tomorrow if she knew success was guaranteed. Her answer is straightforward (and in fact echoes a recent Future of Work interview with Walsall Council): “Green Power!”. Specifically in terms of the volume of chargers and power leads, which accumulate with each new gadget that is launched. “If only we could have all gadgets on solar or wireless power, it would make life so much simpler”.

Finally, and still looking to the future, we ask what Deepa sees as the coming trends in BPM, and how to prepare for this. She replies that “social media, collaboration and mobility in terms of processes, people and technology are the trends impacting ways of working. The only way to prepare for this is by listening and engaging with people”.

Wise words, for sure. You can view all of the topics to be discussed at BPM Forum on the event agenda, and you can discuss these topics and more with Jacqui, and all our speakers, by registering today (enterprise end-users can claim a complimentary pass).

New BPM Ovum Live

The Future of Work, according to the Greenpeace Head of IT

Andrew Hatton, Head of IT at Greenpeace, will be participating in an Industry Leaders panel session at Future of Work Summit in London on 25 November, entitled ‘The future of work – What’s all the fuss about?’, alongside Senior Executives from the BBC and Camden Council. View the latest agenda here. We caught up with him to talk about his experience to date, as well as what he considers will shape the Future of Work.

Andrew HattonOvum: From a learning experience viewpoint, what has been your most valuable lesson in your working career, or your most successful failure?

Andrew Hatton: To Listen. The importance of listening, as part of being an effective manager and leader cannot be overstated.

Ovum: What are some of the challenges of your job?


  1. To operate as sustainably as possible.
  2. Coming up with truly sustainable solutions to problems can sometimes be harder than it should, whether that’s IT or choosing office equipment.

Ovum: What technology would you like to see changing the way we do business in the future?

AH: All data centres becoming clean and green, so organisations’ online operations become more sustainable.

Ovum: What one thing would you implement tomorrow if you knew you were guaranteed to succeed?

AH: An end to built-in obsolescence in so many of today’s electronic products (e.g. mobile phones, laptops, TVs).

The understanding already exists to make things fixable and upgradeable. But in some cases we are going backwards not forwards (e.g. gluing batteries into products so they can’t be removed is a bad idea). What is lacking is not in the main part technical understanding but the political will, to change things for the better. Groups like Greenpeace and iFixit are working to try and change this.

Ovum: Describe your ideal working environment 10 years from now?

AH: The Greenpeace UK Office, as it is now! (We are lucky, we have a wonderful garden in the centre of London. In Springtime it’s the most amazing place)

Ovum: What has been the most rewarding project you worked on, and why it was rewarding?

AH: Opening one of London’s First Cyber Cafés back in 1995 and experiencing first hand people’s sense of wonder of browsing the web for the very first time.

Ovum: What in your opinion will be the next big change in the way that we work and the way in which businesses engage with their employees – and specifically the way IT has to service their customers?

AH: Green IT 2.0 (I know 2.0 “anything” is now somewhat of a cliché).

But basically I think more and more employees will want to ensure that their organisation is operating sustainably and that will include IT. So, IT needs to make sure that it’s offering those services and devices that are best in class from a Green IT perspective, whether it’s the type of phone being offered or the Cloud service the company uses.

You can view all of the topics to be discussed at Future of Work Summit on the event agenda, and you can discuss these topics and more with Andrew, and all our speakers, by registering today (enterprise end-users can claim a complimentary pass).

“There is a danger that we can overlook the simple things”: Customer Experience interview, Charlie Casey, Barclays

Charlie Casey, Senior Customer Experience Performance Manager at Barclays, is speaking at Ovum’s 3rd Annual CX Forum, taking place in London on 8th October. We caught up with him to talk about customer experience and his hopes for the event.

What is the most important aspect of customer experience management from your perspective?

There is a danger that we can overlook the simple things.  This starts with taking ownership of what the customer wants.  If that happens everything else falls into place on the back of the trust you have built with the customer.

What does The Customer ‘look like’, going into 2014?

The customer has choice and they can select the channel of engagement that meets their needs.  They are well informed and know where to look for further information.  They will (rightly) not tolerate poor service and they will tell others when those expectations have fallen short.  They value great service but in their eyes they don’t often receive it.

What do you hope to learn at the CX Forum?

You learn so much just by listening to what is on the minds of other organisations.  Whilst many of the challenges will be similar there are always fresh ideas and innovative approaches for looking at situations.  You always learn something new.

What will you be covering in your presentation?

I will be joining the panel discussion on voice of customer and customer feedback and some of the points on my mind include the level of response rates; how we reach the silent majority and maximising all the channels that collect feedback.

Enterprise end-users can claim a complimentary pass for CX Forum, and gain insights into Ovum’s latest research on the Customer Adaptive Enterprise. Get your pass here.