If you are looking for success with BPM, there are, by my count, 19 hurdles. Different consultants use different approaches, their approaches are effective within some customer cultures/not so effective in others, the tools used by the consultant and the customer vary.
At the end of the day what counts is the customer journey.
To contain the scope of the discussion, let’s isolate the following as not being part of “BPM” . . .
- formulating corporate strategies
- ranking candidate initiatives
- selecting initiatives in the context of scarce resources, risk and uncertainty
- authorizing implementation of initiatives
The question becomes which of the following areas of BPM expertise are “easy” at the customer level, which are not . . .
Go ahead and rank these and feel free to critique any you feel should not be part of BPM and add others you feel should be part of BPM.
Straight away I can identify a 20th which is “ability to carry out CEM within your bpm run-time environment so that you are on the lookout for and responsive to customer touch points”.
E=Easy M=Moderate, D=Difficult
- mapping out processes (concept level);
- transitioning concept maps to production-level detail;
- improving processes prior to rollout;
- selecting an appropriate run-time environment (i.e. Case, unless you can suggest something better);
- rollout of improved processes to the run-time environment (compiling graphic maps to run-time templates);
- setting up Case-level governance;
- setting Case objectives;
- streaming Case records onto instances of run-time templates;
- threading together process fragments;
- managing workflow at Cases (skill performance roles);
- managing workload at Cases (users prioritizing tasks);
- insertion of ad hoc steps (processes of one step, if you like);
- interoperability (people, machines, software, at various places);
- managing workload across Cases (by supervisors);
- assessing progress toward meeting objectives at Cases;
- consolidating Case data to KPIs;
- challenging KPI trends, KPIs, initiatives, strategies;
- real-time decision support at Cases;
- data mining for the purpose of auto-improvement of processes.
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