The Back Office Needs a Makeover

I’ve written before about the back office being the underdog—the unsung hero of the organization. The front office gets the kudos for delivering a great customer experience, but it’s the back-office that typically processes the work to completion. The focus of most of my musings has been on the need for new tools and processes that create operational visibility and efficiencies. However, what the back office really needs is a complete transformation, or a makeover if you will.