Process & the Customer Experience
A decade ago, companies differentiated themselves from their competitors using products and pricing. The internet has changed all that. Customers can quickly search for products online and even compare. They can easily choose to purchase from the company with the … read more
Selling BPM Projects from “the bottom up”
Speaking to the C-Suite about BPM What’s at the top of the C-level agenda and how does BPM added-value align to strategic vision? There have always been a number of ways to manage processes in organizations: the tried-and-true mix … read more
How To Harness the Power of Process Innovation
Process innovation is very important in any organisation, because it is the way everything is produced from products and services to customer experience. Organisations should do more systematic process innovation to get the benefits that are available. To make process … read more
Why Every Business Process Should Be Unique
A couple of decades ago, I was working for a software company that provided a software solution for managing the engineering change process. The software was like a blank spreadsheet – we needed to tell it how we wanted it … read more
Why Change is Essential in Business Process Management
From Gartner’s 2013 BPM Summit – ‘By definition you’re all about creating change. It’s why you’re here; it is what you do, day in and day out. When you create change, you create conflict.’ – Tina Nunno, Gartner Vice President and … read more
Retail Banking Process Series (Part 2)
The processes shown in our retail banking series reflect the scenario of BPM implementations being mission critical, all encompassing, end-to-end, complex GUI driven solutions that cover the entire sales cycle and which are heavily (core and legacy system) integrated. Process … read more
What kind of employees does an emerging process-driven organization need?
The significance of pursuing personal excellence. In his summary of the “Top 10 Most Important BPM Capabilities“, Janne Ohtonen proposed a thesis (in point 9) stating that one of the most important BPM capabilities is as follows: “No one has … read more
Avoiding 5 Strategic BPM Deployment Risks
Why would an organization undertake a Business Process Management (BPM) initiative? One reason could be to improve the business, while another might be to make improvements to the financials; however, if care is not given, things can go wrong. Avoid … read more
Why You Might NOT Need a BPM Solution in the First Place
Through my experience with implementations of sophisticated BPM solutions – predominantly in the telecoms sector – I have learned that many companies conclude to commence such implementation for the wrong reasons. The common train of thought is: we have a … read more
Why take on BPM?
Why do companies take on business process management (BPM) projects? Anne Stuart on business process governance – “Making the right business decisions at the right time has never been more critical than it is in the current recovering — … read more
Webinar: BPM Looks Great, So What Could Go Wrong?
White paper: Speaking to the C-Suite about BPM