A horizontal or process-oriented organisation delivers better results in many areas. It leads to higher quality, faster throughput times, less waste and more satisfied customers. In many cases, achieving this requires a reconsideration of an organisation’s structure and culture in order to bring all these elements together into a coherent whole. The BPM Maturity Model […]

Despite the increased attention, process-oriented working in many organisations remains a theoretical and sometimes even a stagnant subject. It is talked about, manuals are written, but that is often where it ends. People say ‘yes’, but they do not act accordingly. Why are only twenty per cent of the potential benefits so often realised? Does […]

The field of quality management continually encourages us to shift our focus in search of the essence of the concept. We can speak of quality in terms of product specifications, quality as perceived by stakeholders, quality in terms of organisational maturity, quality as being the best performer within a benchmark group, and so on. A […]

Achieving more with your organisation at lower cost. A smart design alone is not enough. The people involved must also work together effectively. With Horizontal Organising, Renco Bakker aims to bring that social perspective out of the shadow of the technical one. ‘It only truly works when you personally feel accountable.’ ‘Quality is horizontal organising.’ […]

Upgrading and renewing existing systems are tasks that are usually assigned to the IT department, for example to the duo of a functional manager and an application manager, in consultation with the IT supplier. This is generally a logical choice, as no one knows an IT system as well as an IT specialist. However, studies […]

The economic crisis has had a significant impact on the construction sector. Year after year, construction output has declined sharply (2013: 7.5%, 2014: 6%), and the outlook remains subdued. The main causes of this ongoing contraction are a decline in confidence among both consumers and businesses. This situation is expected to persist in the coming […]

Organisations engage in process management, whether consciously or not. After all, they ensure that what needs to be produced actually gets produced. In that sense, processes are synonymous with sequences of activities that must be aligned, like runners in a relay race. Those organisations that consciously work on process management often carry a considerable legacy […]

In software development, user acceptance, known as the user acceptance test (UAT), is of great importance. After all, these are the people who will ultimately use the software in their day-to-day work and therefore form the foundation of a successful software implementation. To avoid falling flat during the user acceptance test, a well-thought-out approach is […]

A standard customer satisfaction survey generally offers limited guidance in truly understanding the customer’s needs and expectations. While such a survey provides the customer with an opportunity to express their opinion about your organisation’s product or service, it only gives a broad indication of their expectations and level of satisfaction. Mapping the customer journey, however, […]