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BPM from a Business Point of View

Scott Cleveland

A BPM Vision

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There has been a lot of discussion from all walks of BPM regarding the 'As-Is' process. I think that horse is about dead. I do believe that you need to know what the 'As-Is' process is and how it performs.

I do subscribe to the idea of having a 'vision' of how you would like your business to function. What I am talking about is expectations. If you have an expectation that cannot be met, you will not be happy with the solution.

Without a clear BPM Vision, companies can invest heavily in many improvement activities, yet fail to meet their objectives/expectations.

I have performed the analysis & design activities for a number of BPM projects. Early on, I learned to uncover the customer's vision for a solution.

A large part of a BPM sale includes managing expectations. If their expectations [vision] for a solution are not possible, you will not have a successful implementation. During early discussions about BPM, I ask the prospect for their vision of a solution. We would work from there to talk about what is possible and what is not. At some point, the prospect will have altered their vision of a solution to something they are comfortable with and can actually be delivered.

Amazingly, if you deliver what the customer is expecting, you will have a happy customer.

I can't stress enough how important it is to manage your prospect's expectations. Communications plays such an important part in the success of a BPM implementation.

Your BPM project, managed properly, can bring your company some significant financial benefits. Now is a good time to get started.

Your Thoughts...

What has been your experience?

2 Comments

Scott:
an interesting comment but this is something that has to be managed across every effort.

I spent quite a few years creating and delivering technical training on behalf of vendors such as Oracle and Software AG. I spent a lot of time managing expectations.

I have architected and developed many JEE applications. Again expectations were paramount.

I would say that understanding and managing customer expectations in any project, from building a house to building a software application to delivering a BPM solution is key to success.

Conor: You are absolutely right - Managing expectations is key to any project. Most people learn this the hard way, I am just trying to give them a heads up...

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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