Posted by: Adam Deane | 21/01/2012

BPM Quotes of the week

On BPM and Customer-facing Processes – Ann All

As useful as business process management has been in helping companies improve and streamline their internal processes, I think it holds even more promise as a way for them to perform the same kind of magic on their customer-facing processes.

On BPM and Custom Applications – Evan McDonnell

Most insurers invested heavily in custom designed applications to systematize their processes. This proved to be a good path, at first. But the high cost of maintenance has turned those custom applications into money pits. Worse yet, their lack of flexibility is stifling innovation, preventing insurance providers from rapidly adapting to market changes, and making them easy targets for competitors.

On BPM and ROI – Chris Taylor

With lots of cynicism around ROI calculations, selling a change without being able to get specific about the benefits and cost is very hard. “We’re going to do things better” isn’t a very convincing argument. Quantifying things that don’t have cost savings or market capture dollars attached is very hard, and BPM needs to be more than reduced cost.

On BPM and Compliance – Anthony Murphy

I often think that being a Compliance officer is very similar to providing an IT service provider, in that senior people only want to talk to you when something goes wrong. Within IT and the wider business a considerable amount of effort is spent measuring and proving compliance with stated business processes, regulatory and legislative rules, and client instructions.

On Social and Analytics in Processes – Connie Moore

Very few BPM practitioners understand how to use analytical tools like next best action, and very few data pros understand business processes. The biggest challenge isn’t to extend social and analytics for process execution; that can be done. The challenge is to find people who know how to put data and process together. Once you tackle the skills and add social and analytics to process automation, the insights you gain about your customers, products, and competitors and factor into your processes could expand exponentially.

On BPM and Change – Jaisundar

Much the same way, I like to think employees really do not have a fundamental disagreement to the reasons why they need that ‘change’ that is being introduced – that new software, those process changes, those revised roles and responsibilities, those new user interfaces. It may not be any of those at all. It may really be that ‘jarring’ effect of stepping out of one comfort zone into a new zone that they need to warm up to all over again.


Responses

  1. On BPM and Customer-facing Processes – Ann All

    First, there is no magic that BPM has done to internal processes. It just tries to gut them and cut them to reduce cost=manpower=HUMANS. Taking people out of the customer-facing processes will just make them worse. Add that up to frozen internal processes that stop innovation and what do you get? KODAK!

    On BPM and Custom Applications – Evan McDonnell

    True! Most BPM projects are application development projects.

    On BPM and ROI – Chris Taylor

    What did I just say about cost-cutting?

    On BPM and Compliance – Anthony Murphy

    ‘Within IT and the wider business a considerable amount of effort is spent measuring and proving compliance with stated business processes, regulatory and legislative rules, and client instructions.’ Please note that the first point is compliance with stated business procecess. Business processes are not used to be compliant! Also note that clients do not give instructions: They want to communicate. And how would you turn an individuals communications (even they would be instructions) into predefined processes?

    On Social and Analytics in Processes – Connie Moore

    Once again: There is no point in mining predefined flowcharts. Mining social is fine, but when you mine social you do not get business data, you get people chatting to each other. Process mining doesn’t analyze the chat for business content. It wouldn’t know how to do that …

    On BPM and Change – Jaisundar

    BPM doesn’t bring change. It stops it. That is the whole point of BPM. It is the ‘Goldilocks Syndrome’ = many new BPM systems, that Adam described that is the change. And why is that change happening? Because users do not like the restrictive BPM execution and it does not get adoption. Here comes a new one … maybe that one is better …

    ——————

    Adam, all in all this is a great list, while I am not sure why you selected it. I think it would be a bit easier for readers if you would present your perspective of why you selected them. As you can see, the illusions and misunderstandings proliferate. It doesn’t seem to get better … it seems to get worse.

  2. […] revisar las de esta semana, algunas me han llamado la atención, por su validez en concreto en sectores como el asegurador, y […]


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