The Insider's Guide to Next-Generation BPM
By Beena Katekar , 08/04/2010
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Facing the challenges put forth by the current environment is only possible
through team work, effort, innovation, flexibility and adaptability. An empowered
and talented team is an important ingredient of organizational success. A valued
feature of successful teams is that they have a high level of empowerment or
decision making authority.
Empowering employees is about more than just participation; it also involves
individual analysis, decision making, and action. Employee empowerment is a
beneficial process for employees, managers, and the company as a whole. Employees
feel more invested in the company, valued as important contributors, and motivated
to excel in their areas.
These day's companies understand the need for empowering employees for the
success of the company and customer satisfaction, but t is also very common
to not see it happening across the departments. This is because lack of inter-department
communication, fairly efficient, inefficient and divisive coordination between
the departments. A good BPM model is in the position to analyze not only processes
and departments, identify the technology and resources needs, but also aid in
employee empowerment. BPM will help build strategy objectives and create operational
disciplines such as: service/operational excellence, outcome/results orientation,
and collaborative/cross-functional perspective. By pinpointing which parts of
the business can be better coordinated and how we can define this coordination,
it will eliminate the decision-making loop holes. It will also help individuals
to make more informed decisions which will help increase the problem solving
capacity, increase day-to-day production in the operational areas and increase
long term growth (profitability).
For all companies, the customer is the focus; service/product is the business
and profitability builds the future. The company needs to be one that customers
can rely on to provide timely, exceptional quality, conscious services through
highly skilled professionals to meet the ever changing customer needs. This
asks for the commitment from the professionals working in the company, which
is heavily dependent on the kind of empowerment the company provides to each
of the professionals.
Here is one example taken from a project I was BPM project manager; a change
from no ownership to level of employee empowerment was evident. One would clearly
see the transition in the awareness/empowerment of individuals involved from
beginning of the project to implementation of the new process. The objective
of the Case was to streamline the Vendor Payment process.
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