White Papers

	The Delphi Curve for Real-time Desktop Guidance Delphi Curve is a framework developed by the Delphi Group to compare products and service offerings in a given market. When product categories are plotted on the Delphi Curve they tend to evolve around two distinct dimensions: business impact and customer impact. This paper explores the various Real-time Desktop Guidance offerings on the market today, and their position on the Delphi Curve.
	The eBook on Business Process Guidance The most difficult thing knowledge workers and their organizations must deal with every day is the complexity of their work environments. A new generation of solutions that manage and navigate complexity in the enterprise are on the horizon. They promise to radically change the way we think about knowledge work. And they offer tremendous potential for organizations struggling to grow without adding cost and complexity. This eBook introduces BPG and outlines how it differs from knowledge management (KM) and business process management (BPM).
	Lock it in or Lose it - Sustaining Business Benefits from Process Improvement Initiatives Process improvement methodologies promise significant business benefits, but unless organizations have a repeatable way of embedding the new processes, sustained business value is notoriously elusive. This paper describes the approach National Australia Bank has taken to ensure its quality initiatives continue to deliver ever higher levels of market share, competitive advantage and shareholder value.
	Conquering Complexity The greatest challenge to every business and individual is the dramatic increase in complexity. In organizations that complexity shows up on computer desktops littered with applications that don’t work with each other, a deluge of information sources, rampant growth in policies and procedures, increased regulations and compliance, and an unceasing degree of change. Yet, at the same time, employees are being tasked with being faster, more accurate and more efficient
	The Role of BPG in Improving Call Center Operations Panviva’s Business Process Guidance (BPG) system is a "GPS" for the desktop, guiding Customer Service Representatives step-by-step in real-time, through processes and policies across multiple systems, departments and product lines. It’s the new low-cost, low-risk way to drive customer satisfaction and compliance while driving down costs aggressively.
	BPG - The New Competitive Advantage for Business Process Outsourcers Business Process Guidance systems provide a platform for Business Process Outsourcers to profitably and reliably deliver on outsource service level commitments. More importantly, they give BPOs a significant and sustainable cost advantage against other BPOs as they continually save on training, supervision and internal escalation costs. This paper explains how.
	Business Process Guidance in the Health Insurance Industry Panviva’s Business Process Guidance (BPG) system is a "GPS" for the desktop, guiding Customer Service Representatives step-by-step in real-time, through processes and policies across multiple systems, departments and product lines. It’s the new low-cost, low-risk way to drive customer satisfaction and compliance while driving down costs aggressively.
	Cutting the Cost of Claims Complexity Insurers lose $10 billion a year in mistakenly paid claims and administrative costs of resolving pricing and coverage disputes. Of these costs 50-70% are due to errors in manual processes. This white paper outlines how insurers can: reduce overpayments, slash operating cost, improve compliance, and cut training time.
	Train Them for Less: Support Them More In order to survive in an increasingly competitive and global business environment, organizations must be able to constantly renew themselves; to renew systems and processes; to provide ever improving profitability and customer service; to find new products to satisfy customers who now have a surplus of choices; and to find new markets in order to exploit the new products and technologies that they develop.

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