All posts in Management


Service Level Management: How to Manage SLAs and OLAs Masterfully

Service Level Management

When defining, documenting, and delivering services to customers, it can be a little difficult (read: incredibly taxing) to keep on top of everything.

As Philipp Unterharnscheidt and Axel Kieninger at the Karlsruhe Service Research Institute both say:

“IT services supporting business operations are an increasingly critical factor for business success today (Guldentops 2003). The management of service quality, which is the central objective of Service Level Management (SLM), however remains a major challenge for many companies.”Philipp Unterharnscheidt and Axel Kieninger, Service Level Management – Challenges and their Relevance from the Customers’ Point of View

To help companies keep on top of things – and manage their services, service levels, and SLAs and OLAs masterfully – there’s service level management.

This may be the point where you’re thinking “But what, exactly, is service level management? What are the benefits of it? The best practices so it’s done properly? And how would Process Street even help with service level management?”

Worry no more, reader. You’ve come to the right place.

Just read through these sections to get to grips with service level management:

Let’s dive straight in. ⬇️

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Best QMS Software for Quality Management Systems: Which is Right for You?

quality management system software

Implementing a quality management system (QMS) is an important investment companies cannot overlook.

One Harvard Business Review study found that companies with an ISO 9001 certification have much higher rates of “corporate survival, sales, employment growth, and wage increases than a matched group of non-adopters.”

For instance, 65% of companies save $25,000 or more in costs within their first year of implementing a QMS.

Adopting a QMS software can also boost efficiency and consistency of work, increase customer satisfaction, raise product value, and reduce unnecessary costs and overall risks.

A good quality management system is all about achieving a quality-driven culture within your company, and as a result, making your product better and marketing it faster. But in order to access these benefits, it’s important that you choose the right QMS solution for you and your company.

In this Process Street article, we’ll be going over the foundation of everything you need to know before choosing your quality management system software.

We’ll be covering:

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What You Need to Know About Remote Working From Our CEO

remote working header

Process Street is a 100% remote company. We have been from day one.

But our CEO Vinay Patankar has been remote longer than that. Process Street is Vinay’s third remote company, meaning 10 years of running companies remotely.

At the time of writing, we have around 50 employees across multiple continents and it’s working so well for us that we’ve just sealed our Series A funding round from Accel, Atlassian, and Salesforce Ventures.

We thought now would be a good time to do a deep dive into Vinay’s thoughts on remote work and why his experience of it has kept him remote.

For this Process Street article, we sat down with Vinay to ask him 4 key questions, which we’ve provided links to below:

Vinay has also produced a short video series of key things to learn when working in or running a remote team. You can check these videos out in the section below: Continue Reading

Internal Audit Basics: What, Why, and How to Do Them (5 Audit Checklists)

internal auditCan you prove your team’s performance?

How do you know for certain that nothing is being missed?

The answer is simple; you perform an internal audit.

We here at Process Street know how difficult it can be to keep track of your internal workings. Short of documenting and tracking everything (which can be a hassle) it’s easy to lose track of the risks posed to your organization.

That’s ignoring how hard it can be to track whether your teams are performing their duties correctly.

That’s why this post will dive into everything you need to know about internal audits. These are practices that let you get an objective assessment of various elements of your company, such as this ISO 9001 process.

We’ll cover:

Let’s dive in.
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How to Develop a Customer Feedback System for Success

customer feedback system

This is a guest post from Mercer Smith-Looper. Mercer is the Head of Support at Appcues, a writer for Supported Content, a yoga fanatic, and strives to make the world a little bit happier one customer at a time.

There will always be people in this world that want something from you. Whether you are a business, an individual, or a group, people are needy.

Most company inboxes have a significant number of feature requests. Some of them make a lot of sense and some of them are probably pretty out there.

But whether customers are asking for something that you already have on your roadmap, or something that isn’t even tangentially related to your product, you still owe it to your customers to respond.

In this article, we’ll cover:

So, let’s get started!
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What is ISO 9001? The Absolute Beginner’s Guide (Free Templates!)

what is iso 9001

ISO 9001; you may have heard of it. You may be somewhat afraid of it. And, if you’re reading this article, chances are you’re probably at least somewhat confused about how to actually implement it.

It’s possible you even Googled something like “what is ISO 9001?”. Perhaps you felt you knew at one point, but the important bits never really stuck.

Well, with the 2015 updates to a whole range of ISO standards, it’s a lot less scary.

Before now, if you wanted to implement any ISO standard, you’d have to undertake a lengthy process involving unwieldy paper manuals and cumbersome bureaucratic procedure.

In short, ISO 9001 was hardly agile.

Now, you have far more flexibility to implement ISO 9001 the way that works for you best; with BPM software like Process Street to make things streamlined and simple.

This is why we’re presenting you with this handy overview of ISO 9001, including all of the essentials you need to get started.

We’ll cover how to combine structured compliance with the rapid process improvement of a startup, including:

Before we dive in, here’s some free templates to help you hit the ground running!
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Greenwashing: What It Is and How to Stop It (Free Template)

Greenwashing What It Is and How to Stop It (Free Template)-01 In the words of Jean Rostand, a French Biologist, and Philosopher:

The obligation to endure gives us the right to know” – Jean Rostand, Silent Spring

Greenwashing, as a marketing tactic, thwarts our right to know as consumers. Unfortunately for us, 98% of green-labeled products are greenwashed.

Greenwashing is unethical. Greenwashing is risky. Greenwashing needs to be prevented.

You can think of this Process Street article as an antidote to greenwash. We give you the information you need to identify and stop greenwash in its tracks. We do this because greenwash is not good for you as a consumer, and it is not good for you as a business owner or employee.

Like Rostand, we at Process Street believe everybody has a right to know how green the products and services they purchase are. In this article, we provide information that will give you back this right where greenwash blots it out.

Paint strippers at the ready, it’s time to peel away the dross. Click on the relevant subheaders below to jump to that section. Alternatively, scroll down to read all we have to say.

Let’s jump right to it!
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Fleet Management Software: Best Solutions for Fleet Managers

Fleet Management Software: Best Solutions for Fleet Managers

If you hear the term “fleet management” and assume its only importance is to keep track of your fleet and the location of your vehicles and drivers, then you’ve assumed wrong.

Over the past several years, fleet management software has evolved beyond the basic tracking system most people expect from it and the number of business owners choosing to implement it is growing every day.

Fleet management may not be challenging if your company has only a few vehicles, but if you have hundreds or thousands of vehicles, you’ll need to implement fleet management software, because the manual labor needed would be completely out of hand.

Managing your fleet manually leaves a lot of room for potential issues. To name just a few, you might struggle to get in contact with your drivers when necessary or, if an accident occurs, you’ll run into more complications when filing an insurance claim.

Using fleet management software alleviates these problems and helps avoid any new problems that may arise.
In this article, we’ll cover:

Before we dive into the different fleet management software mentioned in this article, here’s a quick list of useful fleet management templates:

If you’re not sure what a Process Street template looks like, check it out here:

Read on for more tips on how to use Process Street to streamline your fleet management operations! Continue Reading

What is an Enterprise Document Management (EDM) System? How to Implement Full Document Control

What is an Enterprise Document Management (EDM) System-01

82% of companies are still spending billions on remaining paper-based companies, with 1/3 upping their paper usage in recent years.

Why, oh why are businesses still relying on a technology that was invented around 100BC when we have entered an era of artificial intelligence, 3D printing, and digitized documentation?

If you want effective Enterprise Document Management (EDM) strategies, you need to scrap the paper and go paperless.

A bold statement, but a statement that is not unfounded.

  • Paper is costly – costing an average of ~$8 billion annually in management.
  • Paper is wasteful – paper usage does not support the global paradigm shift towards vital sustainability efforts.
  • Paper is difficult to manage – workers spend almost half their time looking for information stored in paper documents.

What you need are digitized methods to store important business information. What you need is an electronic way to manage this.

What you need is a digitized Enterprise Document Management system, and we at Process Street are here to help.

Find out what Enterprise Document Management is, and why Electronic Document Management Systems (EDMS’s) serve as good EDM tools. We present to you our top 5 EDMS tools which you can use alongside Process Street for ultimate document control.

Ready to terminate your paper towers? Click on the relevant subheaders below to jump to that section, alternatively scroll down to read all we at Process Street have to say about digital Enterprise Document Management systems.

Let’s get started!
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Operational Level Agreement (OLA): The SLA’s Kick-Ass Sidekick

Operational Level Agreement

Let’s face it.

Delivering stellar services to customers and clients can be tough.

And with villains such as poor communication, stress, and human error constantly rearing their ugly heads, it makes that job even harder.

In fact, a study by Quantum Workplace found that more than 80% of people thought miscommunication happened very frequently, frequently, or occasionally in the workplace, while Identity Guard uncovered that the average American employee makes 118 mistakes per year.

So that mistakes are quashed, miscommunication is thwarted, and that everyone is on the same page so the objectives, targets, and goals defined in your service level agreements (SLA) can be upheld, an OLA is the answer.

An OLA is to the SLA what Robin is to Batman. Superboy to Superman. Chewbacca to Han Solo. And by reading through the following sections in this Process Street article, you’ll discover why an OLA makes for a kickass side-kick:

Now, don your cape and let’s fly through this post! ⚡️
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