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Is real-time process guidance the next big thing in BPM?
A month back we covered, what's next for BPM in 2011, and a few did mention social BPM, and in this blog, Clay Richardson says, "We want everyone to adopt speedy Maria's best practices now that we realize speedy Maria gets...
Replies: 11
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Jan 20, 2011

Yes we believe that it is THE ONLY WAY. Process diagrams garthering dust on intranets, unused and unseen and not understood by end users are as much use as a one-legged man at an arse kicking competition.

There are clients already implementing this approach and getting staggering benefits in terms of more effective and motivated staff.

Just one example is BestBuy Europe / Carphone Warehouse used both in the restail stores and in back office operations.

Summary of benefits

Across 800 retail stores:
-extra $80m in revenue
-116% revenue improvement across stores
-Improvement in Customer Sat measured as Net Promoter

In back office:
- Standardisation lead to 5% benefit
- 1st pass improvement gave productivity 15%, 96% Lead time reduction, 88% reduction in defect opportunity

How2 is their implementation and it is explained in this (12min) video http://bit.ly/gEWbVK with some really simple but effective approaches. Think of this as training video, not sales video.

Does it work. Yes in retail. But there equal examples in oil & gas, banking, a steel plant and FMCG.

It is the future

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