5 March 2018 Ekaterina Mokrushina

RPA and BPM unified

Everyday company leaders look for ways to do work better and faster, and while there seems to be no magical solution, there is a lot of talk about IoT, ML, RPA and all things related to AI.
AI seems to be the most popular word nowadays, and businesses worldwide want to be part of the trend.

The technology that seems most convenient in applying AI-driven software to a company’s processes is RPA. We are very enthusiastic about it, and as a BPM evangelist, I must say that RPA and BPM actually can work magic together.

There is a lot of confusion about these two approaches, and in order to benefit from them, it is important to understand the difference.

15 February 2018 Ekaterina Mokrushina

Obstacles in the way of digital transformation

According to the Experian and Forrester report, 49% of decision-makers in Europe, Africa and Middle East think that business development is being held back by disparate legacy technology systems. The BIT online magazine asked Alexey Trefilov, the head of ELMA, for his opinion.

— Do you think that disparate legacy IT systems are the main threat to business development?
— Indeed, when companies start thinking about development, they come to realize that their current IT systems no longer provide growth. However, I think that the lack of knowledge and experience in business digitalization is even a bigger threat.

15 February 2018 Ekaterina Mokrushina

Companies that find CRM capabilities insufficient, opt for BPM systems

In an interview with CRM Practice, ELMA expert Mihail Saratov summarized the situation on the CRM market over the last year. Here is the complete interview.

— In your opinion, what was 2017 like for your company and the industry in general?

— It was a good year for developers of automation software. The region has shown certain growth and the businesses turned to IT and software in particular.

For ELMA it was a great year because the companies previously interested in CRM have matured and are now interested not only in registration of customers and data collection but also pay attention to their customer management processes.

Shifting from simply capturing a customer to including the customer into a unified business process has become a driver for BPM solutions.

15 February 2018 Ekaterina Mokrushina

Easy analysis of business processes

Many companies regulate their business processes. The purpose of such regulation is to bring everything to order, arrange effective communication between different employees and ensure control. Decision-makers expect all the tasks to be completed well and on time. However, are all such tasks really necessary?

how to manage business correctly

13 November 2017 Alexander Khodyrev

Creating a KPI management system (part 2)

In our first article of this cycle, we have described how you can use KPIs to manage the SLA in a service center. In this article, we attempt to describe the best way to select and configure the KPIs for such a company.

13 November 2017 Alexander Khodyrev

Performance matrices (part 3)

In the previous articles, we discussed the use of KPIs in managing SLA of a service center. Now let’s take a look at performance evaluation and motivation for the service center employees.

Why do you need to measure employee performance?

The KPI system that we built in the previous article is a great tool for managing the operations of a company. It gives an overview of the current situation so you can compare it to the previous periods and in a way predict the future periods.
However, with a KPI system only, you cannot make precise development plans; you can only assume and rely on circumstances. For better control, you need an additional tool to manage the performance of your employees. If you can evaluate the performance, you can motivate your staff to achieve the plan values of your KPIs, and optimize payroll by paying bonuses strictly according to performance.

13 November 2017 Alexander Khodyrev

Managing SLA parameters with KPIs (part 1)

In this article, we will describe how to manage SLA parameters using KPIs. Let’s take a small service center as an example.

Managing a service center is a complex task that requires constant control and optimization of all the processes. On one side, you have manufacturers who want you to complete warranty works in time, plus audits and certifications require a lot of your time. On the other side, you have customers who are today more demanding of speed and quality of services. Moreover, there are competitors to think about.


25 October 2017 Ekaterina Mokrushina

Continuous improvement. Where can it go wrong?

Continuous improvement is a process where businesses improve their overall function, products, and services. The improvement is ongoing and does not stop when a CI project is completed. It implies a specific approach and activities that involve the whole company and its processes.

Another term that is widely used is Kaizen, which is Japanese for “change for the better”. It was introduced by Masaaki Imai in 1986 in his book Kaizen: The Key to Japan’s Competitive Success.

continuous improvement at a company with BPM

31 August 2017 Ekaterina Mokrushina

Digital Transformation: Digitization of Business Processes

Digitization has become an integral part of today’s society. People love all things digital, and as customers hope for the same approach from businesses. They want to interact with banks, insurance companies, mobile providers and town administrations through PCs and mobile devices, expecting a seamless user experience.
There is no turning back, the digital transformation of your business is necessary to keep up with the modern world.

What do I mean by digital transformation of your business? next

1 August 2017 Ekaterina Mokrushina

From business process mapping to business process modeling

It is not rare for people to confuse process mapping and process modeling. Sure, these concepts do have something in common, but let’s take a closer look and see how they differ.