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Mark Tamis
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Nice structured approach. I would however like to add that the idea is to capture what is currently happening in order to better identify where things can be improved. Processes run a high risk of impeding business outcomes or custmer experience if they are seen as set in stone - thus I would recommend in a regular review cycle and flexible tweaking and tuning. And when it turns out the process is counterproductive, to start over again.
One of the problems in large implementations is the time it takes to capture and convert what ought to be done into processes - and in the mean time the business has moved on leaving the organisation stuck with a way of doing things that are no longer adapted to their environment.

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article édifiant. Est-ce vous avez constaté la même chose que chez Google?

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Milan
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Social Business Forum 2013
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The problem I see here is one of scale: how to go from sporadic response to answering thousands whilst keeping the messaging personalized. How would you put your processes in place to manage scaling?

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