There was an article I read about using apologies as a customer relations strategy.
“Apologizing is the most healing, restorative gesture human beings can make to each other”
The example they gave was Toro, the lawn mower company, that reduced the average cost of settling a claim from $115,000 in 1991 to $35,000 in 2008 … and the company hasn’t been to trial since!
Now if I’m called in to build a claims process for a customer, I’ll try to think about ways to make a business process more efficient, cut process time, provide more visibility, provide more control, enhance customer satisfaction by ensuring the process works in the best way I know how.
But… I’ll never advise a customer on changing the way they do business. It just wouldn’t be appropriate.
A BPM vendor has the mandate to implement business processes, but never will have the mandate to strategize business process. That is the mandate of consultancy companies.
Unfortunately, there is a very small number of consultancy companies that know about BPM. And even within our industry, we have only a handful of BPM consultancy companies, and dozens of BPM vendors
Once upon a time the emphasis was on business process analysis and strategy.
BPA was the leading acronym. Analysts led the way. Consultants consultanted. Vendors just implemented the workflow.
The balance of power has shifted in the last few years.
BPM vendors have been bought by bigger vendors which means less competition and more marketing power.
Business Process processionals focus more on process implementation than on process design.
BPA? Has anyone hear about BPA in the last couple of years? Nope. I thought not.
In the new XFactor type fashion organisations are looking for a quick fix – execute now, plan afterwards.
The focus is on the process implementation, not design and analysis.
My daily bread and butter comes from overseeing process implementation. I’m not going to call for this to be reduced.
But I know that some of the best ROI that organisations get from a BPM project, is at the design and analysis stage, way before we implement the software solution. Some of the best value comes from the customer just spending time to rethink their process, replan their business procedure.
Organisations, nowadays, want to see something visual, something tangible, software, reports, results, now – “Show me the money”
But where is the strategy, where is the BPA?