Reducing Business Process Friction: Assessing Customer Value in terms of Process Efficiency

Reducing Business Process Friction: Assessing Customer Value in terms of Process Efficiency

RELEASE DATE
31-Mar-2017
REGION
North America
Research Code: 9B0F-00-24-00-00
SKU: IT03284-NA-SF_19865
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Description

Although process friction has been studied under the guise of different management theories, it has largely been ignored by business; resulting in no standardized means to quantify friction’s existence and impact. This paper addresses this deficiency. In doing so, casting friction as a measure of how things actually work, the efficacy of technology-based business processes and outcomes can be measured. Applying this model, two companies working to reduce friction, IBM and Amazon, are examined; and the degree to which they have reduced friction within the business and with consumers is estimated.

Table of Contents

Introduction

Defining Process Friction

Reducing Friction: Two Examples

The Implications of Friction

Stratecast - The Last Word

About Stratecast

About Frost & Sullivan

Related Research
Although process friction has been studied under the guise of different management theories, it has largely been ignored by business; resulting in no standardized means to quantify friction’s existence and impact. This paper addresses this deficiency. In doing so, casting friction as a measure of how things actually work, the efficacy of technology-based business processes and outcomes can be measured. Applying this model, two companies working to reduce friction, IBM and Amazon, are examined; and the degree to which they have reduced friction within the business and with consumers is estimated.
More Information
No Index No
Podcast No
Author Michael Jude
Industries Information Technology
WIP Number 9B0F-00-24-00-00
Is Prebook No