Hello... I recently contacted my utility provider to discuss moving addresses... It took over 10 calls and a number of attempted web chat sessions, using up a good 3/4 hours of my extremely precious time over 2 days to get the job done. The job was done well at the end - but this showed a number of "issues", for want of a better word with the underlying business processes themselves. So let me roll up my sleeves and brainstorm some quick questions that come to mind – if I was the manager for business processes within such as organisation – then these are some quick questions that would come to my mind: Have my organisation invested well in mapping their business processes properly? Was the customer journey mapped? How successful was this project? Was there a good handover from consultants to incumbent staff before project closure? Were agreed improvements spun off into improvement initiatives and how well is progress being made on these initiatives? How well are p...