BPM Research and Education: Service Processes—The Customer at the Center?
Have you ever experienced a bureaucratic snafu? Michael zur Muehlen has, and in his Column this month he relates two frustrating encounters with public service administrations and offers some suggestions for ways to improve public service processes. Read his Column, written with wry humor, and compare your own experiences with public sector bureaucracies to see if you agree.
BPM Research and Education: Service Processes—The Customer at the Center?
February 3, 2009 , By