Nearly everyone that has ever submitted a complaint to a Local Government Ombudsman, or a Bank’s Ombudsman find themselves dissatisfied with the outcome of their complaint.
A decision is wrong or unfair? You follow the normal complaint procedure expecting it to be resolved in your favour.
Even the Ombudsman’s own survey shows that nearly half the complainants are dissatisfied with the outcome.
Why is the experience so unsatisfactory? Simple.
The Ombudsman cannot query the merits of decisions, only the process by which they were taken.
In most cases the Ombudsman’s investigations show that the process had been properly carried out even if the decision is wrong or unfair.
It seems that the only way to get a positive outcome is to attack the bank’s business process, not the fairness of their decision.
The point I’d like to make is that sooner or later lawyers will start finding their way into the BPM industry.
The culture of legal actions for every pip is already here. Suing for “Errors of procedure” that led to a decision, “Mal-administration causing injustice” …
Add to that in the era of social media, once a complaint has become public the ombudsman will intervene so he won’t look totally useless.
Company business process decisions will be affected by the fear of legal action.
It’s just a matter of time when BPM teams will need to work with lawyers.
The BPM software won’t change. We already have audit trails, reports, process documentation and business rules.
No, the change won’t be in the software or the methodology. It will be in the players.
If you thought you had it tough working with business analysts, enterprise architects and projects managers…
Wait till the lawyers come on-board… Ahhhhhhhhhhhhh!