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
31-Mar-2017
REGION
North America
North America
Deliverable Type
Strategic Forecasting
Strategic Forecasting
Research Code: 9B0F-00-24-00-00
SKU: IT03284-NA-SF_19865
ZAR53,468.10
In stock
SKU
IT03284-NA-SF_19865
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
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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.
Deliverable Type | Strategic Forecasting |
---|---|
No Index | No |
Podcast | No |
Author | Michael Jude |
Industries | Information Technology |
WIP Number | 9B0F-00-24-00-00 |
Is Prebook | No |