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Phil Gilbert: In two terrific blog posts, CIO of the services arm of British Telecom JP Rangaswami blogs about visibility and openness as the heart of process excellence. He talks about documenting the reality of your company - and of your customers interactions with it - and leaving behind the failed "process" approach
of ERP, CRM, SCM (and I'd add EAI, so-called "integration-centric BPM"
to the list).
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