BPM from a Business Point of View

Scott Cleveland

BPM Expectations

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From a Gartner Survey...

Since 2000, the financial services industry has led the aggressive adoption of BPMS technology. Many leading financial services institutions are consolidating their projects into a more coordinated BPM program. BPM has mostly been embraced in service industries, where human productivity and effectiveness are especially critical to process performance.

In their September 2010 primary research survey on BPM adoption, respondents said they expected the following benefits from BPM:

Continuous Process Improvement [53%]
Transformational [7%]
Incremental Gains [20%]
Substantial Benefits [19%]

My Thoughts...

I am sure that you have heard what BPM can do for your company from many vendors. And, like most of us, you are hesitant that you will actually receive those benefits.

The above list of expectations gathered from a Gartner survey should have more credibility.

Businesses tend to purchase a BPM solution to improve business performance through broader and better coordination of a specific 'mission critical process'. They are looking for continuous process improvement, transformational gains, incremental gains and substantial benefits.

Their thinking

If I can make my 'mission critical process' more efficient and more effective, then I can expect lower costs, increased revenues, and improved customer relationships. It can differentiate my company from its competitors - It can become a core competency.

Your Thoughts...

What steps has your company taken to be a market leader?

1 Comment

Hi Scott

Service industries certainly need to manage their processes. But do they need BPM, at least in its current incarnation?

The trouble with mainstream BPM products ("social" or otherwise) is the continued reliance on flowcharts as a means of describing work. Flowcharts are not a useful means to handle unforeseen issues or rework - so when the 20% of exceptions that generate 80% of the costs arise (Pareto), the only way forward for people trying to use such tools is to step outside the process.

In other words, the 80% of costs are untouched by use of BPM. And case management is no better, since again you don't get structure that can be continuously improved (at least in most cases, where there it is not reasonable to make a huge investment in creating and maintaining complex business rules).

Process management in service industries is all about managing human interactions - with customers, with partners and with colleagues. In other words, it is a use case for Human Interaction Management (http://human-interaction-management.info).

All the best
Keith

Scott Cleveland blogs about BPM from a business point of view.

Scott Cleveland

Scott Cleveland is a technical, innovative and creative marketing manager with more than 25 years of experience in marketing, marketing management, sales, sales management and business process consulting aimed at high-tech companies. His areas of expertise include: product marketing, solutions marketing, solution selling, sales maangement, business process management, business process improvement and process optimization. Reach him at RScottCleveland[at]gmail.com.

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