Panviva Cites New Delphi Research on the High Cost of Knowledge

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As Complexity Grows, Business Process Guidance Offers New Generation of Solutions

We believe that BPG is a bellwether for organizations that will succeed based on their ability to handle these challenges.

Panviva, the leading provider of Business Process Guidance systems, today cited a new Delphi Group study that presents in-depth survey information about the problems caused by complexity in the work environment and recommends that companies adopt Business Process Guidance systems as the antidote.

The study, "The High Cost of Knowledge," surveyed 1030 knowledge workers at mid-to-large companies. It found that the rate at which the raw materials of knowledge, namely information and applications, have increased relative to the tools necessary to manage them has created a costly and untenable situation.

One survey question asked "When you are involved in the most complex working situations, how many windows do you have open on your desktop?" More than one-third of respondents answered that they have between 11 and 20 windows open. Another question found that 66 percent of respondents spent at least 15 percent of their day searching for information to get their jobs done and an astonishing 39 percent spent at least 25 percent of their day searching.

Whether these workers are service representatives researching answers for customers holding on the phones, back office employees adjudicating claims or doing any of a number of other vital knowledge work tasks, the direct cost of time lost in this morass is very high. The indirect costs of protracted hunts through disconnected applications and information sources may be even higher as measured in significant error rates, inaccurate and inconsistent outcomes to critical processes and failures in policy adherence and regulatory compliance.

The Delphi Group Special Report recommends that companies deal with complexity by adopting the new generation of Business Process Guidance solutions which navigate complexity. As the report states, "We believe that BPG is a bellwether for organizations that will succeed based on their ability to handle these challenges."

David Frenkel, Panviva CEO explains, "BPG solutions are desktop navigation systems that power users across multiple applications and information sources in real time so that they can find exactly what they are looking for fast and get their jobs done right the first time, every time. Our customers have found that BPG solutions are a highly-effective way to reduce costs, improve compliance and deliver sustainable process improvements without the reengineering or large scale IT investments required by past approaches."

Would you like a quick introduction to BPG? Read the new BPG eBook.
Go to Delphi Group to access the entire research report.

About Panviva
Over 200,000 users across 37 countries in 18 languages rely on SupportPoint to guide them through complex processes and policies in real-time. Panviva helps its customers -including HP, Caterpillar, BC NEPA, Medibank, BUPA, BUPA International, Thomson Reuters, BT, National Australia Bank and Foster's--reduce operating costs while improving performance and compliance. Panviva's primary offices are in Wakefield, MA and Melbourne, Australia. For further information, please visit

Panviva, the Panviva logo and SupportPoint are trademarks of Panviva Pty Ltd. All other brands may be trademarks of their respective owners.


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